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:11/16/2022

      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 go to 24 hour fitness in *************. The gym amenities in wet area has been out for two years. the general manager ***** is not helpful nor give a straight answer regarding when the gym amenities will be fixed, always mentions that corporate needs to work on it, he cant do anything. reached out to corporate and they said they are super rude, and say the dont have an estimate ( screenshot of conversation with **** attached)

      Business Response

      Date: 11/29/2022

      Dear *****,

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

      Our records indicate that the District Manager of has been in contact with you regarding the comments you provided to the Better Business Bureau, and that they have addressed your concerns.  

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

      Sincerely,
      24 Hour Fitness Corporate Office

      Customer Answer

      Date: 11/29/2022

      Hi, 

      The district manager did reach out but we couldnt agree on a potential resolution, i provided the resolution of either extend the membership by 2 years because thats how long the amenities has been out of order, or cancel the membership and issue full refund. the district manager wants me to accept an 11 month extension

      Business Response

      Date: 12/05/2022

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

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

      24 Hour Fitness continues to pride itself on our commitment to provide our members with the highest level of satisfaction possible. Our records indicate that the District Manager of your local club has contacted you to provide an update on the facility repairs, which are underway, and they have made several generous adjustments to the length of your membership term. You continue to have access to all clubs in our network while the repairs are completed, just as you have for the entire duration since our clubs reopened in 2021.

      No further adjustments will be made to your membership in regards to this matter. 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:11/15/2022

      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.
      Hello, I am filing a complaint regarding health concerns due to the nature of condition the facility is in. I am a member at *************** in ******* ,**. I went to the gym today and as soon as I walked in the smell of mold hit me. The smell was so strong there is no denying there is a serious issue. The club should close until this is addressed. I'm allergic to mold so I am very aware of the smell and I immediately felt my sinuses flairing, could not breathe correctly. The air was moldy, stale and dry with no clean air circulating. This is a serious health concern. I have notice the gym deteriorating over the years. The most problematic is the hvac leaks and mold that every time I step in the gym, it seems to get worst and worst. There are hvac leaks in the women's restroom and all through out the gym, the entrance, the main workout spaces and in the classes there's ceiling tiles stains everywhere and open ceiling tiles where the leaks are, The smell of mold has now taken over the entire gym. . Ceiling tiles are left open constantly and I've seen more and more everytime I go, I keep hoping this will be addressed but it hasn't and today was the worst yet. In the women's restrooms, the hand dryers when turn on smell of mold, blowing hot moldy air. The conditions the a/c are all detorioting a and it's obvious, there's rust covering the units, I write this because I no longer feel safe going to the gym in this conditions as Im terrified I will get sick from it and want this taken care of immediately. I have been a memeber for years and pay the rate for 24 hrs gym that is no longer open 24 hours and now the gym is not even safe to go to any longer. I see they installed new rubber floors and they should be addressing replacing the hvac units and the mold that has been building over the years to provide a safe healthy condition for their members as well as replacing the old equipment. I would like a response on when this will be addressed and refund.

      Business Response

      Date: 11/21/2022

      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 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 addressing 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:11/15/2022

      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.
      As in 11/14/22 at 5:20pm pacific standard time, I was in the sauna and a older man decided to put essential oil inside the sauna breaker/heater and sparks go into my right leg since I was on the right side next to it, I was going to tell the front desk but knew nothing would get resolved due to past experience, so I wanted to write to corporate about this incident and hopefully they can put a stop to this because a burn is painful especially when you follow the rules. This happen at the location in *************** **.

      Business Response

      Date: 11/18/2022

      Dear *****,

      We have received and reviewed your correspondence submitted to the Better Business Bureau and appreciate you bringing this to our attention.

      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 wish you success with your future health and fitness goals.

      Sincerely,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:11/14/2022

      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 have contacted numerous times through social media through instagram and ******** to let 24hr fitness know that their ******************************************************************* club has an unsanitary men's locker room and shower. Several times through social media a reply saying that the issue would be addressed, but it never has. That is simply the nature of my complaint.

      Business Response

      Date: 11/18/2022

      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 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

      Customer Answer

      Date: 11/19/2022


      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:11/11/2022

      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.
      Charging without permission. Difficulty to cancel.I had two cancellation requests with 24 hour fitness. Even had the confirmation email. They still charged me, refused the refund. I had to have my bank block the charges to "cancel".

      Business Response

      Date: 11/16/2022

      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 wish you the best with your future fitness goals.

      Promoting Health and Fitness,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:11/10/2022

      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.
      Personal training agreement. The trainer is unable to keep the agreed schedule. And I am unable to accommodate and morning training session. I have five reaming workout session left I would like a refund. but I looking over the contract I only had 30 days to cancel.

      Business Response

      Date: 11/18/2022

      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.

      Promoting Health and Fitness,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:11/08/2022

      Type:Product 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 canceled my membership at the ********* 24 hour fitness location in March ************************************ their systems. Theyve been billing me monthly and double charging me every month since then, *** made repeated requests after being told to contact member services they dont have a phone number so I sent them multiple emails with no response including my bank statements. Im demanding a refund of all double charges since I canceled my membership but they will not respond.

      Business Response

      Date: 11/16/2022

      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 resolved your concern.  

      We wish you the best with your future fitness goals.

      Promoting Health and Fitness,
      24 Hour Fitness Corporate Office

      Customer Answer

      Date: 11/16/2022


      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:11/08/2022

      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 first requested cancelation of my 24 Hour Gym membership in approximately 2009 when the steam rooms were constantly broken down near my house. I tried AGAIN to cancel my membership in April 2020. Both times I kept getting billed, and I want my cancelation back to 3/2020 with all applicable refunds (3/2020 cancelation request was done via the website).All phone lines are down with this company - and it still acts as though they don't have to answer calls or process requests due to "COVID". I've been ****** patient, and tried both in person, via the website and phone calls to cancel - I'm done! My fiance managed to cancel hers back in 3/2020 with no issues - or shady billing.

      Business Response

      Date: 11/21/2022

      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.  

      We wish you the best with your future fitness goals.

      Promoting Health and Fitness,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:10/31/2022

      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.
      Does 24 hour fitness have any liability if club is unsafe according to NATIONAL STRENGTH AND CONDITIONING ASSOCIATION (NSCA) facility organization and Risk management? Which can be found in ESSENTIALS OF STRENGTH TRAINING AND CONDITIONING, given that several of the 24 clubs in ******* ***** are essentially extremely dangerous according multiple governing including above.. Which I have shown and tried to explain to the manager and most of the employees the dangers that exist, I am submitting this complaint simply out of concern for members who are not are even of the dangers, therefore cannot chose if desired to protect themselves.Hence when serious injury occurs members have no recourse and in turn 24 Hour fitness in ******* ***** on Dunstan, it would seem that this kind of indifference to prevent suffering, they have no responsibility? Further I had live just recently and was to call the company, only increased my concerns, because the BBB cannot seem to provide an answer, one member has no chance on information showing that legally are liable. At this point no more I can do maybe you can.

      Business Response

      Date: 11/14/2022

      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 to discuss your concern.  

      At your earliest convenience, please respond by calling the phone number provided in their voicemails for assistance. We look forward to speaking with you soon.

      Promoting Health and Fitness, 
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:10/31/2022

      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.
      Good morning my membership carried over from ***** total fitness to 24 hr fitness expired 1/2020 i didnt renew due to work being very busy and then covid because i was unable to go pay in the branch. I have tried to reach member services to pay at the club and **** number too many times to count. I wasnt able to i want to keep my existing membership and pay the dues I request alternative methods on how i can do that since customer service is inaccessible to customers and branch refuses to assist. **** (***** ) Or **********

      Business Response

      Date: 11/07/2022

      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

      Customer Answer

      Date: 11/07/2022


      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.  Thank you so much for helping me get busness to respond it would not otherwise be possible please consider this complaint resolved.

      Regards,

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

       

    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.