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 Local Branches.

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  24 Hour Fitness USA Inc

  PO Box 2689 Carlsbad, CA 92018-2689

• 

  24 Hour Fitness USA Inc

  9550 Miramar Rd San Diego, CA 92126

• 

  24 Hour Fitness USA Inc

  1660 Broadway Chula Vista, CA 91911

• 

  24 Hour Fitness USA Inc

  5885 Rancho Mission Rd San Diego, CA 92108

• 

  24 Hour Fitness USA Inc

  10025 Carmel Mountain Rd San Diego, CA 92129

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.

• Initial Complaint

  Date:10/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ive had so many problems with my 24 hour fitness membership. When Covid hit I ask them to cancel my membership but instead they put a pause on my account. I tried multiple times to cancel my account but every time I called my local store they told me they will call me back but never did. One manager told me that he had canceled my membership but I just found out he never did. I havent been to a *************************************************************** a monthly fee. Theres no customer service number for customer service line to talk to. I called another location and they said most likely there will not be able to give me a refund. The lack of communication and **************** from ************************* has been extremely frustrating.

  Business Response

  Date: 10/17/2022

  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:10/12/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 husband had a membership with 24 hour fitness, then was hired as a trainer in 2016, which would put his membership on hold. In 2020 he was fired, and there was no reason that we would assume the membership would be reactivated, especially since all of their locations were closed. The company reactivated his membership, without notifying him, and has since charged $50 to our account for "annual maintenance fees". Why would a legitimate business reactivate a membership that has not been active in over 4 years, and charge only "annual maintenance fees"? We never received an email or a phone call regarding the account, and have not been charged any monthly dues for attending their gym. If I had seen charges for monthly dues, I would have contacted them about the issue immediately. Instead their company charged me a maintenance fee this month, two years after my husband was fired, and my bank notified me that they charged the same amount in November of 2021, which I must've missed somehow. This company has no customer service line where I can talk to a real person about the issue. My husband was able to talk to someone from their corporate offices and he refused to refund the charge, stating that his membership has been active since December of 2021. Why would we be charged a maintenance fee in November of 2021 if the membership was not activated until December of 2021? And why was it activated at all? 24 Hour Fitness is no longer the respectable business that it used to be. They need to be held accountable for conducting such shady business practices because I am sure that we are not the only people they have done this to.

  Business Response

  Date: 10/25/2022

  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: 10/25/2022

  
  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:10/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Approx 25-30years ago I opened an account with 24 hour fitness in ********, **. The added my children to a membership. I agreed to have money directly taken out of my checking account at BofA. Since 24hr fitness closed the locations, I no longer have a gym thats within 50 miles of my location. Ive tried to contact 24hr fitness to cancel my membership and I have never been able to. I did reach a person from the **************** location. They were very rude and refused to help me cancel the memebership. When I signed up all those years ago, I didnt even have an email. Since then 24hr fitness has gone computerized with log in etc. I have no way of logging into their web page since I dont have an email associated with them. I have the last five of an account number ******* but no one can give me the full account number. The problem is that this is an old account which I have been trying to cancel for the last year. They automatically deduct the money from my checking account every months and have been doing so for years.

  Business Response

  Date: 10/17/2022

  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:10/06/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 was a member of 24 Hour Fitness in *********, prior to leaving home for University. When he went to University, I personally called 24 Hour Fitness, Located at ******************************************************************** (Tel: ************), to cancel the account. The manager on duty at the time advised that the account could be frozen and reinstated at anytime. He made no mention of any policy regarding automatic reinstatement after six months. I believe the manager's name is ****. Recently in reviewing charges my son my incurring on his credit card while at University, I noticed a monthly charge from 24 hour fitness, that started in March of 2022, and was charged every month since. I question my son about this and he advised me that he had not reinstated his account at 24 hour fitness and he hadn't received any emails from 24 hour fitness, other than promotional emails, since August 2021; certainly no statements or no notices about reinstatement. Furthermore, there is nothing on the 24 Hour Fitness Website that says anything about automatic reinstatement policies, and I'm not aware of any other Gym that has a policy like this. All other Gyms, to my knowledge don't automatically reinstate. Irrespective of this, the only reason why the account was not cancelled in August 2021 is because the manager of the Gym advised me to freeze rather than cancel because I wouldn't continue to be billed, and the account could be reactivated at any time; for example, if my son returned home from University for the summer and wanted to use the Gym. It appears that the manager misled me for the purposes of maintaining membership statistics. I called to request a full refund in the circumstances, and the manager **** advised me that he could not and would not offer any refunds. He claimed that the policy was fully communicated in the contract that my son agreed to. That I believe is a lie. The policy at the very least should be changed. This is a scam.

• Initial Complaint

  Date:09/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 24 Hour Fitness location at ************** is being mismanaged and is an unsafe workout facility. Management refuses to monitor members.1) Gym (weight room) is overcrowded for the size of the facility.2) Written rules clearly state no workout bags are to be on the fitness floor. Management allows everyone to bring backpacks and duffle bags and leave them near weight machines. On any given day, there are more than ****** backpacks and duffle bags near weight machines preventing members to use the equipment. 3) Some members have worked out with barely any clothing and men without shirts. Employees do nothing to correct the situation. 4) A member confronted me at the gym using profanity and tried to remove me from a machine this evening. When I complained to the front desk they did not remove the member from the club. This location clearly needs new management to monitor and enforce rules. Members that use profanity and make threats to other members should be removed and their membership revoked. There should be a zero tolerance rule for this type of behavior.

  Business Response

  Date: 09/29/2022

  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 that the club's management team had already addressed your concern. We will continue to work with the local club team to address the concerns brought forward and we thank you for bringing this to our attention.

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

  Yours in Fitness,
  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:09/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sep 11 2022 24 hours fitness auto-charged my credit card without any notice. I contacted the gym immediately on Sep 12 and they let me come in store to cancel it and get a refund. I came in store but the general manager was mad and unwilling to refund. He says theyve emailed me couple days ago for notice but I checked my all emails in front of him and nothing was sent to me for the renewal membership. I never used the gym after the sudden membership renewal charged on my card, I cant find a cancel solution on 24 hours website for me to cancel the membership. I hope to request for a refund for the auto charge bill on my account.

  Business Response

  Date: 09/20/2022

  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:09/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hi there, Here is my story. Thanks for your patience in advance. I bought personal training sessions from 24 hour fitness. But I got sick because of covid-19, severe stomach pain, and body pain. I have all the doctor visits history and a note from my primary provider proving that my health condition doesn't allow me to go to the gym before May this year. The company extended those 34 sessions only for less than four months. First of all, four months is not long enough to finish those sessions. Second and more important, I got sick again, I have all the doctor visits history. I had severe stomach pain and my bad cough doesn't allow me to go the gym. I coughed for about two months. My primary doctor can prove that. The reason I bought so many sessions without stopping the subscription is because the trainer who helped me get subscribed didn't tell me it works the way by charging me every month. I told my trainer that I got sick and cannot go to the gym, she didn't remind me the facts that my sessions are expiring. The main point is that it's not me who doesn't want to go, it's all because of my health condition doesn't allow me to go. I already feel very sad about my health condition. What makes me feel more sad is that I trusted 24 hour fitness and believe they will be understandable and considerate about their customers, however, they don't. 27 sessions values more than **** dollars. I also worked very hard to earn the money. It's not easy for me. I didn't even ask them to give my money back. What I want is just the chance to finish those sessions. Now I feel very sad and disappointed about 24 hour fitness.I heard BBB is a great place providing help for customers, I would really appreciated it if you could help me get those sessions back. Thanks a lot!***

  Business Response

  Date: 09/20/2022

  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:09/14/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 11, 2022 My niece and I entered 24 Hour Fitness to sign up for a gym membership. In addition to the gym membership we hired a trainer, I paid 24 Hour Fitness $300 for 8 sessions with their personal trainer for my niece and I. In addition to the $300 for our trainer, I paid for a 1 year membership to the gym-($300 more). In total I paid 24Hour Fitness $600. Our trainer became ill and was unable to service us the week of August 29 (2 sessions). We informed her that we had a trip planned the week of September 4. She explained to us that that was perfectly fine and we would just pick up the 4 sessions still owed to us on Tuesday, September 13, 2022. Upon entering the gym we were denied ALL services. We were told that I had signed up for residual payments of $300 per month. I did not. I would never sign up for that as I am a retired school teacher on a fixed income. It was meant to be a one time payment to cover 8 sessions. Presently we have been denied services for which we've paid for because 24Fitness wants an additional $300 per month, a financial commitment I've never agreed to.

  Business Response

  Date: 09/20/2022

  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:09/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 got my membership many years ago. I bought a month to month and was told I could come back if I changed my mind and pay up from for a couple of years. When I went back I pairs for the up front fee for a couple of years and after my renewal would be for $50 yearly. I verbally told my membership would include being a person with me free. I never had to need to bring another person because i went alone or with others who had a membership. And at some point I had my brother added to my membership thru my work (discounted rate). I have inquired many times when I had recently upgraded, but I was told verbally it does not show it, but dont worry the upgrade has probably not kicked in (The gym allowed me to bring guests in free for two weeks). After that I got them the 7-day, 3-day pass, so they could go without me. I took friends to sign up so I really never had the need for it. That my Membership does not include that. I kept on getting the run around. Its not my fault if they messed up. Someone should have taken the time to review my upgrade and if needed to make. I just met another member who said the same thing happened to her.

  Business Response

  Date: 09/20/2022

  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 in follow up to the comments you provided to the Better Business Bureau, and they have addressed your concern and offered alternative resolution options for your consideration. Please reach back out to our representative with any questions.

  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:09/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 filing a complaint against 24 Hour Fitness due my membership being terminated without notice. I signed up for membership at this gym on 07.16.22 and was notified on 09.02.22 that my membership was terminated and that there was only documentation that it was done by corporate. No one from this organization bothered to contact me prior to the termination. In fact, I even went back and spoke with Manager (*****) where I initially signed in ******* with rep by the name of ******* about and he reviewed the system and advised that he was not sure why my account was termed. He did send an email to corporate and advised that I would need to wait for an update. I even asked if I intended to work out over the holiday weekend what options would I have. I was then told that I would have to wait. I then asked how would I be notified about the update and was told that he was not sure since 24 hour had eliminated the call center. This is unacceptable service and the reason I am submitting this request. I paid the initial deposit on this account which I should be refunded for since no one cared enough to call or provide an update who when I inquired. This an example of poor service and its amazing how staff is not willing to go the extra mile to do their job to explain what occurred. This is another reason why this request is being submitted to the BBB so that this matter can be sent to the Executive Leadership team for 24 to review so that additional soft skill training can be provided to staff so that they address the customers better. I would also like to add that while ***** was assisting me he kept picking his cell phone and reading text messages. ***** made me feel as if the text messages were more important than my concern. As a manager if this is the type of behavior displayed to consumers then how can the frontline staff understand how to provide excellent customer service if their manager does not lead by example.

  Business Response

  Date: 09/20/2022

  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