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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

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

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    Customer Complaints Summary

    • 890 total complaints in the last 3 years.
    • 404 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/06/2023

      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.
      In November of 2022 i went to this club to see if i can do the club work which I bought some personal trainer sessions as well the manager **** said my membership can be on hold which he put on hold until am ready well as a night nurse i couldn't even get started so i called him and went over a couple of times which he stated he has put in the request from their cooperate office for a full refund it's been about 2months now and i still have not gotten a refund the last time i called just before Christmas of 2022 and the other employee looked up my account and found that no refund was ever submitted and every time i called since then i am unable to speak with the manager and i have left my number no return call

      Business Response

      Date: 01/11/2023

      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 wish you success with your future health and fitness goals.

      Yours in Fitness,

      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:01/03/2023

      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.
      I've had a membership with 24 hour fitness for a couple of years and I pay annually. They have closed several clubs in the ************** and now I can't use the amenities I got the membership for because the 2 gyms that are left open are CONSTANTLY having packed classes so the studio room isn't available until later in the day and I work. Also the gyms left open are way out of the way from where i live. I've tried to cancel my membership several times but the 24hour site isn't letting me. I still have a few months left on my yearly membership with no way to really use it for what I got it for. The email associated with my account is ******************

      Business Response

      Date: 01/10/2023

      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 a 24 Hour Fitness representative has attempted to contact you in follow up to the comments you provided to the Better Business Bureau. Unfortunately, they were unable to reach you at the phone number you provided in your correspondence. As such, we have canceled your membership as requested. 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

      Customer Answer

      Date: 01/10/2023


      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:01/02/2023

      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.
      24 hour fitness is a scam and will makes it near impossible to cancel a membership.I had a 24 hour fitness monthly membership before the pandemic at **********************************************************. They shut down during the pandemic, which should have voided our contract. They reopened in July of 2021 and resumed billing my debit card monthly with NO NOTICE, no email and no call. I did not notice for a few months they had done this and immediately called when I discovered the billing. When I called there 800 line and followed the menu to transfer to their billing department, the line would disconnect me, I called the ******** location and they explained that I can not resolve my issue on the phone and needed to come in person and speak to the manager between 9am and 5pm Monday - Friday. I am at work during those hours. When I could finally get free from work and go to the location, they would always tell me there is no manager on duty. They have made this near impossible to get resolved. This is still not resolved and they have now billed me 17 months. That is $748.79 and still counting. I have not been to 24 hour fitness since 2019.

      Business Response

      Date: 01/11/2023

      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 wish you success with your future health and fitness goals.

      Sincerely,
      24 Hour Fitness Corporate Office

      Customer Answer

      Date: 01/12/2023


      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:12/31/2022

      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 consistently filthy. It is a breeding ground for germs and disease. From the grimy cardio equipment, to the locker room and showers. To the sauna and HVAC system. Dusty dirty and disgusting. If they served food they would get a D- and probably to shut down... Myself and several members have complained to staff management and corporate. Nobody cares. Maybe you of who ever regulates these types of businesses can motivate them to clean up their act. Any questions or advise feel free to reach out. Thank you!

      Business Response

      Date: 01/10/2023

      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 are working to address 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

    • Initial Complaint

      Date:12/28/2022

      Type:Sales and Advertising 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.
      My wife had an existing 24 hour fitness membership that originated sometime around 2014. At a later date I was added to the account as a family member onto her account, for an additional fee. We both used and enjoyed 24 hour fitness during this time. In 2020 the gyms were temporally shut down, and at this time in September of 2020 my wife cancelled the account. The gyms we used in *********** and *********** never reopened. But in early 2021 24 hour fitness began charging our account again as a gym in the area of our existing membership had reopened. We no longer lived in this area and had not attended any 24 hour fitness since prior to 2020. Upon contacting 24 hour fitness they claim that only the primary account was closed, not the added family member. However, the family member had no way to know this as neither his email or phone number was added to the account. Only the primary holders was, who cancelled the account. I was not informed that the account was reactivated and did not use or want this service. The fees amount to about $975 over this time.Not knowing I was still being charged, I activated a new 24 hour fitness account in my new area in September 2022 under my name, number, and email address. 24 hour fitness was informed of this and would not refund me for having both accounts for the same user. This was an additional fee of roughly $250.This seems like a shady practice by 24 hour fitness, and I would like refunded for the original $975 that we were unknowingly charged for after trying to cancel the account. Or at a minimum the new membership when an existing membership was already unknowingly owned.

      Business Response

      Date: 12/29/2022

      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

      Customer Answer

      Date: 12/29/2022


      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:12/23/2022

      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 am a Platinum member of 24 Hour Fitness. According to the website of 24 Hour Fitness, Platinum membership comes with two "Buddy ******* that allow Platinum members to bring their friends. On the morning of December 23, 2022, I attempted to bring my wife so she could use my Buddy ***** However, the Front Desk refused to let her in. I showed them both my membership status in the app and the clear language on their website which says I should have ************. They still refused. This was at the 24 Hour Fitness location I always go to, at **********************************************************. To me, this is a straightforward case of false advertising, in that the company is refusing to provide me with benefits that they are publicly stating I am entitled to. I have attached two images: A screenshot from my phone showing I am a Platinum member, and a screenshot of the 24 Hour Fitness website making clear that Platinum members get Buddy ******* Thank you for your time.

      Business Response

      Date: 12/29/2022

      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:12/21/2022

      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 am disputing three separate charges of $560.00 each from 24 Hour Fitness USA, for a total of $1,680. The transactions were dated September, October and November 2022. Around June 27, 2022, the fitness manager at 24 Hour Fitness' ****** Hills gym in ********** sold me 10 sessions of training for $560 and a gym membership (MBR08223009). He verbally emphasized that scheduling would be flexible no time restrictions because he recognized that I have a very busy job. Later, I requested that the fitness manager give me another set of 10 sessions for the same price of $560. He verballyagreed so I understood that I now owed 24 Hour Fitness USA a total of $1,120 for 20 sessions without a time limit. Unfortunately, the fitness manager never told me that 24 Hour Fitness actually enrolled me in some sort of subscription service and was charging me $560 a month, every month, for a total charge of $2,800 from July through November 2022 even though I only committed to $1,120 in charges. I am disputing the difference, which is $1,680 in overcharges that I never consented to. As soon as I noticed the overcharges in November 2022, I notified 24 Hour Fitness staff, who told me about the subscription, which I then asked them to cancel. When I followed up some weeks later, I learned 24 Hour Fitness never canceled the subscription so I was still scheduled to be charged an additional $560 in December 2022. I requested again that the subscription be canceled.Please note I would never have agreed to paying the gym or anybody $2,800 for workouts. That is an outrageous amount! 24 Hour Fitness misled me, placed me on an expensive automatic monthly subscription plan without my knowing consent, overcharged me $1,680 (so far), did not cancel the subscription when I requested, and did not keep me apprised of progress in my case despite promising to do so. I want 24 Hour Fitness to cancel the charges. I have already notified the bank that I am disputing the charge.

      Business Response

      Date: 12/28/2022

      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 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 resolved your concern.  

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

      Sincerely,

      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:12/16/2022

      Type:Sales and Advertising 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 bought a 2 year membership from ****** i had only used 9 months . When covid happen i had my account frozen till everything was over. When I was ready to start using my account i was told that my membership was over. All the time my account was frozen i was told the company did not do that. And all my time ran out.

      Business Response

      Date: 12/20/2022

      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:12/16/2022

      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.
      My 16 year old son was signed up for a gym membership without parental permission. He has been charged for 2 payments of $24.99 and one payment of $49.99. I reached out the the 24 hour fitness - ****** located at ************************************************************** and spoke to membership services. The gentlemen confirmed the information and the wrong date of birth was provided which made my son 18. I told him his birthdate and asked for the membership to be cancelled, which he kindly cancelled. I told him how was he able to sign up without my permission and was told that it could have been completed online. Even if the membership was completed online, when my son went in to use the facilities his drivers license should have been checked to confirm the membership information. The 24 hour fitness website under membership policies and club rules specifically states "Minors 12 - 17: May use **************************************************************************************************************************** guardian signed the financial guaranty and the membership agreement." Unfortunately somebody was not doing there job and checking information to ensure they met the age criteria before they signed him up for membership. I asked for the costs to be refunded and was told that because it was a membership it could not be refunded. I am asking for the following:1. All costs to be reimbursed. I have provided documentation from his bank account which shows the amounts charged - which also shows it was a youth account 2. Provide confirmation that my son will not be charged a cancellation fee on his account for the membership cancellation.

      Business Response

      Date: 12/21/2022

      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.  

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

      Promoting Health and Fitness,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:12/12/2022

      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.
      My wife and I have been members of 24hour Fitness in **************** ** since they re-opened in Summer 2020 after ** State allowed gyms to re-open. Their hours are 5am to 10pm M-F and 6am to 10pm Sat-Sun. This is in direct conflict with their name and the reason I joined this gym. They have 2 locations less than 25 miles away that have been open 24/7 for quite a while but all we get is excuses; not enough members but the gym is packed at 5:05am, can't get the staff but the morning staff says they'll come in earlier, etc. They also sold the gym memberships on the premise there would be a pool and sauna facility. Construction of the pool started and then stopped along with the saunas being completely finished but not turned on. The gym's management has changed a number of times and it just changed last week again. We cannot get a straight answer from anyone as to when 24 hour access will be available. They won't even change the opening time to 4am to accommodate the 100+ members asking for that.

      Business Response

      Date: 12/16/2022

      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

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

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