We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Health Club

24 Hour Fitness USA Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Club.

Complaints

This profile includes complaints for 24 Hour Fitness USA Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

24 Hour Fitness USA Inc has 359 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 892 total complaints in the last 3 years.
    • 406 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/13/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Moved out of ** since July 2022 and asked cancellation of membership and they continue to charge me every month. Called several times and never can get to manager.

      Business Response

      Date: 02/23/2023

      Dear *****,

      We have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for any inconvenience that you may have experienced.

      Our records indicate that a 24 Hour Fitness representative has contacted you via email in follow up to the comments you provided to the Better Business Bureau and your membership has been canceled as requested with the erroneous charges refunded. Please reference the email confirmations sent to your email address on file ************************** for more information.

      Should you require any further assistance, please let us know. 

      Yours in Fitness,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:02/07/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This gym is extremely dirty. They do not clean the steam room, jacuzzi, sauna, showers or equipment. There is black mold on the shower walls and in the steam room. The jacuzzi smells of strong chlorine/bleach and the water is brown with mold all over the edges.

      Business Response

      Date: 02/21/2023

      Dear ****,

      We have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for any inconvenience that you may have experienced.

      Our records indicate that the club's General Manager has contacted you in follow up to the comments you provided to the Better Business Bureau, and they have addressed your concerns.  

      We thank you for being a valued member and wish you continued success with your health and fitness goals.

      Yours in Fitness,
      24 Hour Fitness Corporate Office

      Customer Answer

      Date: 02/21/2023


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      **********

       

    • Initial Complaint

      Date:02/03/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My membership has been incorrectly frozen since October 2022 even though I paid full in for 12 months Feb 2022-Feb2023. I have tried to contact the gym at least 10 times. Every time I get the response of them sending a request to the corporate to unfreeze my account. And there is no update whatsoever.

      Business Response

      Date: 02/10/2023

      Dear ****,

      We have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for any inconvenience that you may have experienced.

      Our records indicate that your membership issue was resolved on February 6, 2023. One of our representatives did reach out, but was unable to reach you. If you do have any further questions or concerns, please connect with the General Manager of your local club.

      We thank you for being a valued member and wish you continued success with your health and fitness goals.

      Yours in Fitness,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:01/30/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This particular gym it's not a safe place to visit it's always extremely overcrowded and this time they broke into my lock in the locker room and stoled from my wallet over $300 and 2 credit cards. They claim no responsibility and also I cannot file a complaint against their insurance

      Business Response

      Date: 02/02/2023

      Dear ****,

      We have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for any inconvenience that you may have experienced.

      Our records indicate that a 24 Hour Fitness representative has contacted you in follow up to the comments you provided to the Better Business Bureau,and they have addressed your concern.  

      We wish you continued success with your fitness goals.

      Promoting Health and Fitness,
      24 Hour Fitness Corporate Office

      Customer Answer

      Date: 02/02/2023

      I made several phone calls to the manager in regard to the theft in their location,and he answered However I requested to have some kind of reimbursement for my money loss  from their insurance company but they claim they are not liable.

      Business Response

      Date: 02/17/2023

      Dear ****************,

      24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret the unpleasant experience that occurred and understand the frustration and  inconvenience it may have caused you. 

      As previously communicated to you via email by our representative, we will cooperate with local authorities when they investigate the matter. However, 24 Hour Fitness maintains its position that the company is not liable for your loss.

      We thank you for being a valued member and wish you continued success with your health and fitness goals.

      Yours in Fitness,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:01/19/2023

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Jan 9th my girlfriend and I signed up for a membership with ***** at 24HR Fitness. At the time of sign up we were told we would pay 1 dollar (plus taxes) which would cover first and last months gym membership. We were told to cancel 10 days after sign up by ***** to ensure we we were not charged before the next billing cycle. I called to cancel today (Jan 19th) and was routed through the call center and the lady I spoke with informed me my membership would end February 9th after cancelling my membership. This is not what we were told numerous times and the lady at the call center mentioned if I had cancelled in February, before the 9th(next billing cycle) I would have the gym membership until the end of February.I called the club I signed up with directly and spoke with the Manager ***************************** and explained the above. He confirmed the promotion I signed up for but didnt want to honor the promotion because I paid 1 dollar for my membership and he mentioned the promotion is for people who want to have a gym membership for " 6 months or longer". I am well within my rights to cancel my membership at any time and it is wrong to not honor the promotion that the company put forth. I followed the direction of ***** to cancel my membership at 10 days or after and now I am not getting the last month of my membership because the manager ***************************** and 24 Hour Fitness does not want to honor the promotion. This is an illegal business practice and not honoring a promotion because I cancelled is well within my rights.

      Business Response

      Date: 01/23/2023

      Dear Rohit,

      We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.

      Our records indicate that a 24 Hour Fitness representative has contacted you in follow up to the comments you provided to the Better Business Bureau, and they have resolved your concern.  

      We wish you the best with your future fitness goals.

      Sincerely,
      24 Hour Fitness Corporate Office

      Customer Answer

      Date: 01/23/2023


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ***************************

       

    • Initial Complaint

      Date:01/16/2023

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      01/16/2023 At 1am on this day, I came in to use the gym services. I spent $20 on an Uber ride, and arrived to be greeted by an *******. I told him I was aware i needed to make a payment and was prepared to do so. I told him I had cash or Apple Pay. Without hesitation he interrupted to say they only take card payments and that I should leave and come back once the registers were open. I owed my $50 annual and $25 for my monthly. At this point I had already made multiple monthly payments to this company, I use their services very infrequently, but because I did not have a debit card, he told me I was not allowed in. He did not suggest any other alternative, he did not suggest that I should make a payment online instead, just rudely demanded I leave the location and come back in the morning. I was actually able to make an online payment but was already told to leave. Ive never been so rudely disrespected or neglected from a company that I pay monthly payments to, and I do not want to do business with any company that supports this kind of behavior.Please remove me from any contract I have with this company. I will not pay just to be disrepected by their employees.

      Business Response

      Date: 01/20/2023

      Dear ******,

      We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.

      Our records indicate that the club's General Manager has attempted to contact you by phone and email in follow up to the comments you provided to the Better Business Bureau. Unfortunately, they have been unable to reach you to discuss your concern.  

      At your earliest convenience, please respond by calling the phone number provided in their messages for assistance.

      We look forward to speaking with you soon.

      Promoting Health and Fitness, 
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:01/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a 24 hour fitness 2 year all-club super sport membership certificate on 3/4/2020 from costco.com . Shortly afterwards, ********** went into shelter in place. Recently in Dec 2022, I decided to try to activate this certificate on a 24 hour fitness website and was denied stating this certificate is no longer accepted and asked me to return it to ******* ****** stated this is past their return window of ******************************************************************************* the terms and conditions. Now 24 hour fitness refuses to honor their certificate.

      Business Response

      Date: 01/20/2023

      Dear Ning,

      We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.

      Our records indicate that a 24 Hour Fitness representative has contacted you in follow up to the comments you provided to the Better Business Bureau, and they have addressed your concern.  

      We wish you the best with your future fitness goals.

      Promoting Health and Fitness,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:01/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a question. I totally understand the new guidelines after Covid 19 with the new club hours but every person that works out in these clubs that I know that are all over ****** have been complaining about the clubs that close at 11PM including myself. Due to my work hours it's hard for me to get in the club unless it's late. I will have to get in there around 9:30 or 10 PM weekly. We all feel that we are paying for what our contract initially stated that the club is 24 HRS. The name of the club is 24HR Fitness but we are not getting 24 HRS. This is a problem for us and we are asking that the hours be put back to ******************************************************* have crazy schedules. If this is not possible then our monthly fee should be adjusted. This is the topic of conversation in every 24 HR Fitness gym that I have entered and I am sure that I am not the first to complain about this. I will be filing a complaint with the BBB if this problem cant be adjusted. This is not right and 24 HR Fitness is taking advantage of not having to keep the lights on and employees present for the full 24 HRS but our monthly payments are not reflecting this change. Please make adjustments, please do better.

      Business Response

      Date: 01/20/2023

      Dear ****,

      We have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for any inconvenience that you may have experienced.

      Our records indicate that a 24 Hour Fitness representative has contacted you in follow up to the comments you provided to the Better Business Bureau, and they have addressed your concern.  

      We thank you for being a valued member and wish you continued success with your health and fitness goals.

      Yours in Fitness,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:01/10/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have had a membership with 24 hour fitness from the time they were family fitness (1990's). I had a lifetime member ship that was honored at 24 hour fitness for the price of $4.50 a month. I have been overseas on federal government orders for a few years. during all that time my account was always charged. no problem. i recently returned home to find my membership had been canceled without notification or my consent. i called 24 hour fitness to resolve the issue. they claim to have no record of my membership. i told them i could show them my bank account to show the transactions and financial transfer numbers. there answer was to tell me i can start a new membership for the current rates.

      Business Response

      Date: 01/17/2023

      Dear *******,

      We have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for any inconvenience that you may have experienced.

      Our records indicate that a 24 Hour Fitness representative has contacted you in follow up to the comments you provided to the Better Business Bureau, and they have resolved your concern.  

      We thank you for being a valued member and wish you continued success with your health and fitness goals.

      Yours in Fitness,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:01/10/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This gym is a 24-hour facility that has no janitorial services. The bathrooms are unsanitary. Toilets are always filled, drug paraphernalia on the floors, garbage, urine, and ***** matter throughout the bathroom. More than half of the cardio machines are inoperable. The ones that do work aren't working well. This is the only 24-hour fitness in ********** and it's not being maintained.

      Business Response

      Date: 01/20/2023

      Dear ******,

      24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that occurred to detract from our level of service or our facilities.

      Our records indicate that the General Manager of your local club has contacted you in follow up to the comments you provided to the Better Business Bureau,and they have addressed your concerns.  

      We thank you for being a valued member and wish you continued success with your health and fitness goals.

      Yours in Fitness,
      24 Hour Fitness Corporate Office

    24 Hour Fitness USA Inc is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.