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

    • 888 total complaints in the last 3 years.
    • 403 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:12/09/2022

      Type:Billing 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 have been trying to cancel my service with 24 Hour Fitness however, the only way to cancel service is online and I cannot connect to my account. Theyre 800 number no one picks up. The location I started my membership said they cant cancel my account. I was charged $91.90 on November 28th. 24 hour fitness is making it hard to cancel my account or get a hold of someone that can do it. I would like my account cancel immediately and we find out my $91.90.

      Business Response

      Date: 12/13/2022

      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 wish you success with your future health and fitness goals.

      Sincerely,
      24 Hour Fitness Corporate Office

      Customer Answer

      Date: 12/13/2022


      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:12/07/2022

      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.
      First issue; The chlorine in the spa is extremely high which is giving us the members, skin chemical *****, eye problems from the bubbling of the water reaching our eyes, and inflammation of the inside membranes of the nose.The second issue; is the temperature of the pool water it is so cold, the own fitness guidelines say that the water will be kept between 81 degrees to 83 degrees, and it's always between 79 to 80 degrees. The Grossmont facility is kept around 85 degrees, and the manager of this facility on Imperial Ave doesn't want to get the water warmer.The third issue; the A/C of the pool area during the daytime goes to 69 F, and at night goes down to 66 F, which is contradictory to reality, it supposes to be the other way because we are in winter and night time the outside temperature goes down to the 50's degree. I attend the gym after 5pm, because my caregiver picks me up at 5pm from home, (by the way, I'm in a wheelchair with a neurologic/low immune system illness) and I have not attended to my regular exercises in the past 3 weeks, because I'm afraid to couch a cold because the water it's too cold, the A/C is set up too low, and I began to have very bad cramps in my body. I was explaining to the manager, me, and many seniors and disabled members. But we cannot pass through higher than this manager, it seems like we cannot get the regional manager or any other person from headquarters. Please help us, we, the seniors and disabled people can't do exercise outside the water for various reasons, like me, I can't get over a treadmill or bicycle or walk without a ******, or just walk without pain as I do in the water.Appreciate so much your help.*************************** ************ PD. By the way, this is not an anonymous complaint, I let the manager know by email and phone messages, that I will do anything to get this to happen.

      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 are addressing your club 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:12/06/2022

      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.
      I wanted to try to experience fitness on the 03/11/2022, the front desk manager received me and my friends, told us the membership fee, and suggested whether to try a personal trainer. I asked The price of a personal trainer, I chose a 4 times a month experience package, because I have never worked out in the gym, so I clearly told that I just want to experience it, he said there is no problem to experience it for a month, and did not inform me of this service at the time The contract will be automatically renewed every month, because I was told at the time that I would go to another state immediately. But on December 3rd, my credit card was automatically charged $310, and the project was still for this personal trainer. I rushed to the gym on the night of December 3rd, and the staff at the time said that it was possible to cancel, and I received the related cancellation that night document. On December 6th, when I called in the morning to ask when the refund was due, the staff told me she would ask her manager for instructions. After receiving a call from the manager, first of all, he denied that he did not inform me that this service is available every day. Monthly automatic renewal; Secondly, he said to cancel, and he must cancel with them before the bill comes out. This is inconsistent with the whole fact. First, the contract clearly states that I am using a one-month service. Second, the contract clearly states that I can cancel within 2 working days. When I asked the staff on December 3, he also said that it was necessary Wait until the business day to refund the service charge. During the communication with the manager on December 6, his attitude was extremely bad. He completely denied what he said when he was handling the business, and let me do whatever he wanted. Anyway, the money cannot be refunded. I was very shocked and angry, and I hope to get effective compensation solve

      Business Response

      Date: 12/08/2022

      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:12/06/2022

      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 joint 24 hour fitness in Yorktown ******** because it was open 24 hours. The **************** , ** 24 hour fitness is not open 24 hours and they never built a pool they claimed to have. Everytime members ask about going to **************************************************** other c*** Most Members are upset the club is not open before 5 am on weekdays and 6 am on weekends. As it is the gym is way to crowded at 5 am with a line of people waiting to enter. If the club was open 24 hours this would reduce the stress on the 5 am time frame. As for the pool we still dont have one since the opening in 2019.

      Business Response

      Date: 12/08/2022

      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

    • Initial Complaint

      Date:12/02/2022

      Type:Customer Service 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 canceled my membership with 24 hr fitness over 2 years ago. I reviewed my bank account history and found that I am still being charged for my membership. I attempted to contact them but have not succeeded.

      Business Response

      Date: 12/06/2022

      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 wish you success with your future health and fitness goals

      Yours in Fitness,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:12/02/2022

      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 2019, I became a member of 24-hour fitness in *********** ** where I reside. I was recommended by the 24-hour fitness personal trainer assigned to me at that time to purchase sessions in *********** informed me this would keep me motivated to attend sessions consistently. Due to the Covid 19 Pandemic that particular site closed. Unknown to me it closed indefinitely. April of 2022, when I felt comfortable to enter the gym. Unbeknownst to me the *********** site closed. I attempted to use my 44 sessions in the Pelham Parkway site located in the Bronx, but I was informed that I was unable to. I was informed that all of my sessions expired, and I would not be reimbursed, credited or my workout sessions reactivated. Once again, Covid numbers spiked but, as of recent I know feel comfortable with going to the gym and I need a resolution to this matter. I really want to focus on my health and use my paid sessions if not credited. I would not have purchased sessions in advance if the personal trainer (24-hour fitness employee) would have explained to me that the sessions expire. In retrospect I was manipulated to meet his monthly quota. In addition, I would have addressed the matter expeditiously if I received correspondence in regards. 2019 Employee: *********************** Location: ************************************************************

      Business Response

      Date: 12/07/2022

      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:12/02/2022

      Type:Customer Service 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 went in to 24 hour fitness in September and was trying the club for a month. When I went back in after the one month. At 2 o'clock the club was closed and at 4 o'clock I got a charge on my credit card for the month a key charge and an initiation fee. I immediately went back up to the club at 4:10 and turned in my key and told the girl I was going to register a complaint with my credit card company, when the credit card company investigated, I had signed a blank contract in September and then in October before I got back up there to talk to them about the membership. The girl had already charged my card with all of these fees. I cannot get them to call me back or credit, the initiation fee and the key charge which is over $100 , this is blatant fraud and I want to report them.

      Business Response

      Date: 12/06/2022

      Dear *****,

      We have received and reviewed your correspondence submitted to the Better Business Bureau.

      Our records indicate that a 24 Hour Fitness representative has contacted you regarding the comments you provided, and they have confirmed with you that the billing concerns reported were actually related to Anytime Fitness, not 24 Hour Fitness. 

      We wish you success with your future health and fitness goals.

      Yours in Fitness,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:11/28/2022

      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.
      24 Hour Fitness is defrauding me by not cancelling my account 6 months after I have moved away, and fraudulently charging my account every month. A charge of **** a month hits my credit card every month for no services rendered. I have contacted my credit card company and local law enforcement based on their fraudulent actions. This facility needs a overhead look into its practices. I have pleaded with this company to please stop charging my credit card for no reason but they will not stop. All receipts are on my credit cards statements. Please let me know fi you need those documents.

      Business Response

      Date: 12/06/2022

      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 attempted to contact you in follow up to the comments you provided to the Better Business Bureau. Unfortunately, they were unable to reach you but did leave several voicemails at the phone number you provided in your correspondence as well as sent an email with their contact information. Our records indicate the matter reported by you has been resolved. Please reference their email and voicemails for more information.

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

      Yours in Fitness,
      24 Hour Fitness Corporate Office

      Customer Answer

      Date: 12/06/2022


      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 have not been available to take the company's follow up calls. However, I have spoken with the ** from the ****** & Arapahoe store who has assured me that my credit card was taken out of their system, and no longer will payments be coming out monthly. 

      Regards,

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

       

    • Initial Complaint

      Date:11/27/2022

      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.
      why are employees out front smoking cigarettes & making this gym toxic? They are stinking up the fresh air we need to be healthy? The level of leadership at this club is 0% on the weekends when the manager **** is gone... 4pm today they are out front like a dive bar smoking and acting a fool.... Then when I called them toxic for making an unhealthy environment for people with medical issues they get violent and have their "toxic" friends try to fight me for requesting **** put no smoking signs out front..... these donkeys are literally acting like this gym is a dive bar and making this gym toxic and very unhealthy for members..... Employees should be motivating members, raising the standard on the weekends and selling memberships.... ****, you need to fire these clowns and get properly educated fitness team members to boost the sales on the weekend.... the weekend at 24 hour fitness is not for partying, it's for being healthy!!! this club has a 3 star review because of toxic employees like this ruining the healthy experience for paying members.This club is located in ********, Oahu, ****** **** is a good manager his employees on the weekend are just not properly educated.

      Business Response

      Date: 12/02/2022

      Dear Chaz,

      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 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:11/27/2022

      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.
      We are exercising for more the one year on the second floor without air conditioning, the manager said that it was reported to the central, but when we keep complaining somebody come and pretend it will be repair but until now there is no resolved. The manager said that it will be better to don't go. If i keep complaining it's because I like the instructors and I'm 70 years old I need to work w others, no to be isolated . please help me.

      Business Response

      Date: 12/05/2022

      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 District 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 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: 12/07/2022

       Yes, they contact to me, they said that will be resolved in 10 days.  But they always said that many times.

      Business Response

      Date: 12/16/2022

      Dear ***,

      We have received and reviewed your additional correspondence submitted to the Better Business Bureau.

      Our records indicate that the District Manager connected with you on December 13, 2022 in follow up to the comments you provided to the Better Business Bureau,and they have addressed your concern regarding the club facility. If you have any further questions or concerns, you may reach out directly to either the club's General Manager or District Manager.

      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

    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.