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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

    • 889 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/29/2022

      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.
      I was a member of 24 hour fitness in ***************** **. This location closed down during covid and never reopened however, proceeded to charge me and take payment for up to 2 years. I have already contacted a family attorney who stated it would be a fair practice to contact you first to obtain my owed refund. I attempted to call and email a few times and no one answers. This business took $60 a month from me for roughly 2 years for a gym that has closed their doors for good.

    • Initial Complaint

      Date:10/26/2022

      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.
      Well I will give them credit for cleaning down the floors and the steam room, but before you can enjoy the cleanness of the sauna, here come the young cultural attitude about not following the rules they got posted in the facility. I was meditating and consuming the steam, when a person at that moment was inside the steamer the water steamer not the wood steamer, I started smelling these street clothes, which was prohibit by the rules to wear in the sauna. I address young man and made him aware of his dresses code wasn't appropriate in the sauna and tried to explain that this is causing me some health issues, so I went to the front desk to make a complaint about the situation and the young female manager didn't show know consider about my health, instead she was trying to explain its the way they do things around there, I told her that if this is the case then they need to take down the rules and change the policy book. To me I been through this with these facility treating senior citizen problems as if it doesn't exist. Those rules are there to protect everybody life that come into the facility to use it, not just a place for the younger culture to hang out and display their grandeur of body. it is also a place to get healthy and that's my reason for going, I like to meditate in the sauna, but not smell body oils or stinky clothes and shoes, going down my lung while I am trying to meditate, these young culture need to respect us senior citizen life on the plant. while we are at it, please get them to clean the air filter fans, you can see dust mite like carpet hanging over the hot tub. I made these same complaint in times past about these facilities and there unclean condition, while advertising health and wellness, this false advertisement need to be corrected, we senior have a right to live our live in a safe and clean environment, not young hot youthful fifth, that kind of shimmy environment will make a senior citizen sick.

      Business Response

      Date: 11/07/2022

      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

    • Initial Complaint

      Date:10/25/2022

      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 was a member of 24 Hour Fitness at ****************************************. My club closed permanently on 8-30-22. My membership was transferred to the 24 hour fitness club on ******** in *********. The new to me ********** was very unpleasant, smelling of sweat and vastly overcrowded , long wait times to find weight equipment available due to the addition of all the members from my old club.On 10-12-22, with some hesitation I renewed my membership which would expire at the end day 10-19-22. After much reflection, on 10-17-22 I decided to cancel the renewal and requested a refund of my $99.00 purchase. On 10-18-22 I received an email from 24 hour fitness stating they cancelled my membership and half hour later got another email stating I would not receive a refund. When I requested the refund on 10-17-22, I was within the 5 day cancellation for refund range. I have been a 17 year member of 24 hour fitness. I am now a senior citizen living on a fixed income, the $99.00 refund is financially meaningful to me.24 Hour Fitness has displayed a total lack of integrity and a sense of corporate greed. Thank you,*****************************

      Business Response

      Date: 11/02/2022

      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: 11/02/2022


      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:10/24/2022

      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.
      Since Covid shutdown they have continued to charge my account many times, despite me putting holds on my accounts several times. The branch manager promised to reimburse me for any months I was charged that I didn't attend (which was all months), and they haven't followed through with this promise and I have not received the rest of those refunds yet. I have spent way too much time with calls and emails unanswered, no way to contact corporate or make complaints, and leave me no choice but to go the legal route now, incurring interest fees and legal costs that I will have to request be reimbursed by 24HF in resolution, but still have to front for now. This is the last chance to resolve this amicably. Contact me immediately.

      Business Response

      Date: 10/26/2022

      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:10/24/2022

      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.
      Went to work out Friday October 20, 2022 and as usual the pool spa ************* area was a mess but the minute u go into the steam room there is mold on the bottom of the tile all the way around. Immediately I go to the front desk because they never do what they say they will do especially in regards to signs posted next to the ************* stating that they will be cleaning both the ************* daily between 1 n 4 AN daily which is a full on lie. I have complained many ********* am ready to take legal response now since this manager keeps crying bout ************* when he should be worried bout the health of his members. Which ge doesn't give a **** about. Or I would not be going off like I am. Have made numerous attempts to get hold of corporate but to no avail. This is garbage. Either you people do something or I go above everyone n file a civil suit because the lack of cleaning has affected my ************* keep these signs up and wait tell they get a complaint then do a half assed attempt of cleaning. I paid for a ******** am furious at the lack of response. I get ill because of the mold in the steam and sauna area. I will *** the h*** out of this gym. I have been vocal about this n I'm losing patience fast

      Business Response

      Date: 11/02/2022

      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 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: 11/02/2022


      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,

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

        I truly hope that u continue to take concerns about peoples health and continue to strive to keep the gym up to standards that should be higher than expected! The gentlemen u have hired seems to be a good worker and has vowed to me he will maintain the standards I have addressed 

    • Initial Complaint

      Date:10/23/2022

      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.
      Re: MRB09423997 I joined in August and paid $75. Now I just got charged $54.11 for an annual fee - I wasn't even there a year.Please process a refund of $54.11 and cancel my membership immediately. Thank you, *******************

      Business Response

      Date: 10/26/2022

      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 confirmed your membership cancelation as requested.  

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

      Sincerely,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:10/15/2022

      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.
      The store business hours states that they open at 6am everyday. Theyre constantly opening the store late. Sometimes not till 7am and lates at 9am. They need to either state their opening late and not have ***** people waiting in their car or outside for an hr to get in.

      Business Response

      Date: 10/21/2022

      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 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.

      Sincerely,
      24 Hour Fitness Corporate Office

      Customer Answer

      Date: 10/21/2022


      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:10/15/2022

      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.
      This business is never open on time hours of operation displayed on website and business this is consecutive.

      Business Response

      Date: 10/21/2022

      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 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.

      Sincerely,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:10/14/2022

      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 cancelled my membership with 24 Hour Fitness on July 19, 2022. Since that time they have continued to bill me ($19.99 (July), $64.99 (August), ***** (September), and $***** (October). I have emailed them twice to refund my money and stop billing me, yet they continue.

      Business Response

      Date: 10/18/2022

      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 wish you success with your future fitness goals.

      Promoting Health and Fitness,
      24 Hour Fitness Corporate Office

      Customer Answer

      Date: 10/18/2022


      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. I was recently reminded by my wife that I had indeed frozen my account with 24 Hour Fitness and was in error in filing the complaint with BBB. I appreciate BBB's immediate action taking and will be forever grateful and mindful should the occasion arise that I have a legitimate complaint to make regarding a business interaction. I am returning the money 24 Hour Fitness has refunded to me. Thank you, again for your quick response.

      Regards,

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

       

    • Initial Complaint

      Date:10/14/2022

      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.
      My son is 16 years old and does not drive yet. Five months ago, my cousin signed the agreement with 24 hous Fitness in *************** on behalf of my son since he is minor. Yet, my son's name is also on that agreement, and he paid off a full year for the Platinum membership, total of $ ******. His membership allows him to co-sign 2 ***** passes whenever he goes there. Recently, that location manager and staff do not allow him to do that anymore with a reason their policies have changed and they do not let anyone who is under 18 years old signs in guesses due to the safety. The staff told my son if he wants to work out, he can only go in by himself. My cousin always drives my son to the gym and they work out together now they changed their policies, my son cannot go there anymore. I met and asked the shift manager to give me an explanation why they did that? Don't you think the 24 hours Fitness should have known that before signing up their new customers. He replied, the sale person made a mistake, really? And they did not find out after 5 months? I offered him 3 options:1. Continue with that agreement until it expires and I will make sure my son always has his uncle go with him every time. OR 2. Change the contract to my cousin's name and he can sign my son in. OR 3. Cancel the agreement and refund my son with 7 months unused membership.His answers were NO to all.In this case, Did the 24 hours Fitness break the agreement on its side? My son still remains 16 years old since the first day he came to that gym. Is it fair if they break the agreement, they must refund the 7 months remained at least?As a parent, I do not want to see my son starting to lose his enthusiasm from building up a healthy body for a good future. Myself, I really think the 24 hours Fitness has committed fraud. An investigation from the authorities should have done!

      Business Response

      Date: 10/25/2022

      Dear Khai,

      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 or reply to the email sent to you at **********************, so that we may provide assistance.

      We look forward to speaking with you soon.

      Promoting Health and Fitness, 
      24 Hour Fitness Corporate Office

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

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