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

  870 Amena Ct Chula Vista, CA 91910

• 

  24 Hour Fitness USA Inc

  1640 Camino del Rio N #315 San Diego, CA 92108

• 

  24 Hour Fitness USA Inc

  4655 Frazee Rd Oceanside, CA 92056

• 

  24 Hour Fitness USA Inc

  975 Lomas Santa Fe Dr Solana Beach, CA 92075

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:09/09/2022

  Type:Product 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.

  The 24 hour fitness is double charging me the membership for the last 10 months and refuse to refund. Last year October, I came to the 24 hour fitness center in Northgate to get a membership. The person in 24 hour fitness create a new membership for me and let me sign the contract. Then a few days later, My old membership was reinstated online, though I did not submit any reinstatement request online. From October 2021 to Aug 2022, The two memberships are charging me at the same time. I came to the fitness center and ask the refund from one of the membership and they claim that the old membership was activated online by me and refuse to refund. But they can not provide proof that I submit the reinstate request online.

  Business Response

  Date: 09/14/2022

  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 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.

  Yours in Fitness,
  24 Hour Fitness Corporate Office

  Customer Answer

  Date: 09/16/2022

  
  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:09/08/2022

  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.

  I signed up back in October of 2021. Paid for the full year . I was aware they were still not open 24rs so I asked before I signed up if they were going to open they *** me in December 24 hr December came and not open they said in February and nothing they kept giving me different dates .my work schedule only lets e go in at 3am . I had been a member for a couple years. All they did was take my money without the use of the gym . I would like a refund for false advertising.

  Business Response

  Date: 09/15/2022

  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 BBB. We are sorry that we were unable to meet your fitness needs and our representative has made a generous offer to resolve this matter considering the circumstances of your request. 

  Should you choose to accept the proposed resolution or require any further assistance, please reach back out to our representative. 

  Yours in Fitness,
  24 Hour Fitness Corporate Office

  Customer Answer

  Date: 09/15/2022

  I would like a full refund i only went a couple of times to work out. The rep that called me would not let me get a word in he only kept talking about how he was going to settle this  not until I got upset and told him to let me talk. 24hr has false advertising and Im the only they have told they would be open 24hrs. 2nd time I have a complaint the first one was when ***** hit and they kept deducting fees out of my checking out for months even after I cancelled. So I want 100% refund for ther wrong information.

  Business Response

  Date: 09/21/2022

  Dear *******,

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

  Our records indicate that a 24 Hour Fitness representative has resolved your concern and emailed the resolution details to you at the email address provided in your BBB inquiry.

  We wish you success with your future fitness goals.

  Sincerely,

  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:09/08/2022

  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.

  I was on a leg extension machine and was asked by another member multiple times to the point that I was subsequently harassed until I told him to please go away, and he then aggressed me while his blonde friend held him back while I was strapped into the machine unable to defend myself. This happened right in front of a camera, so silly me thinking I would be well protected. I brought it up to a customer service representative named **** who actually signed me up for this membership 3 months ago. ****, although asked the other party questions did not collect a name, and when I asked him to review the cameras he first said he only could with a manager the next day, then I insisted he check because within my ability to judge, he wasn't taking this situation seriously. When I went downstairs to try and escalate the resolution of this issue myself, he admitted to me that the cameras do not work. So not only did I have to go downstairs and ask for an incident report to be filed, he made no attempt at making the environment safer for me. I would like to have a formal complaint addressed and as I have a year contract if not attempt to restore my workout environment to be able to peacefully enjoy the amenities I paid for, I would like a refund for the amount I paid minus the time I have used the facility. **** made it clear to me tonight that he had no serious demeanor regarding an attempt to resolve a social issue that was entirely out of hand, I even attempted to call the police so I would have a way of getting the other gym members name recorded for the purposes of potential revocation of privileges. **** did not even collect the individuals first name. Maybe this wouldnt be a problem had 24 hour fitness invested in REAL CAMERAS, instead of buying fake ones. The fact that **** even told me this floored me, so I would HIGHLY appreciate real cameras being installed at the ************************************* location in ******, **. Also, retrain your employee (****) on customer relations.

  Business Response

  Date: 09/14/2022

  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 regards 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.

  Yours in Fitness,
  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:09/06/2022

  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 asked for my account to be charged the new membership rate. Due to new employees who are not trained properly this request was not fulfilled. When I wanted to quit the membership I was told I did not have a last month paid. Over the summer I contacted 24 hour and someone helped me but said they did not have the type of supervisors access that allowed them to fix things. Eventually I spoke to a manager who is rarely there I work as a teacher tutor and coach and never have been in there after 8 oclock on a weekday. So I was never there when managers were there. The girl I spoke to over the summer does not work there anymore for whatever reasons but it seems like theres a lot of turnover in a lot of confusion the supervisor gave me my last months payment for ***** However what needs to be corrected is the overcharge for six months from January to June 6X$16 =$96 This was corrected and is the fault of having New employees without training properly and maybe irresponsible employees who arent fulfilling their job. The one person that actually did help me wasnt even working there anymore which is sad???

  Business Response

  Date: 09/14/2022

  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 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: 09/18/2022

  Hi 24 hour fitness tried to call me I am a teacher and am in a class of kids please have them email or call me back at a more appropriate time.

  
  

  Business Response

  Date: 09/20/2022

  Dear *****,

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

  It appears your second message to us through the BBB overlapped the timeframe in which you were able to connect with our *********** representative. Our records indicate our representative was able to assist you, and they have resolved your concern. If you have any additional questions or concerns, please reach back out to our representative for assistance.

  We wish you the best with your future health and fitness goals.

  Yours in Fitness,
  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:09/05/2022

  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 have a complain regarding an associate named *****. She has no phone etiquette. I called, trying to explain that initially when we inquired about my 14 year old son to work out for an hour - another associate had informed us that he will need to pay $15, that her sister who is over 18 can sign a waiver form and that my son should work out accompanied by a guardian over 18. When my daughter who has signed the waiver, ***** refused to let them in. I wanted to talk to a manager to let them know that all front associates should be trained correctly.I called to talk to the manager, ***** had advised me that Manager has not arrived the facility yet. I tried to explain to her what happened and she completely cut me off and was very rude. She had told me I was yelling, I did not yell at her at all. She should get trained on phone etiquette. She sounded that she hated her job and do not want to answer any calls. This makes us want to cancel our membership. If this is the mission and values of 24 hour fitness, then we would take our business elsewhere. This happened on 09/05 at 10:30am. My daughter drove 30 minutes to take her 14 year old brother to 24 hour fitness. This is not acceptable. I have not received a phone call from the Manager yet. I demand a call from 24 hour fitness HQ in **************. This is a disgrace to your company.

  Business Response

  Date: 09/09/2022

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

  We have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for any inconvenience that you and your family members 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.  

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

  Sincerely,
  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:09/01/2022

  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.

  24 hr Fitness revoke my membership for life, another customer complain about me and the manager took it personal and revoke my membership. he didnt ask for my side of the story I need to execise everyday, I gain 50 pounds. Im requesting for reinstatement of my membership.

  Business Response

  Date: 09/09/2022

  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 inquiry and provided you with the necessary steps to take to have your request considered.  

  Please let us know if you have any additional questions.

  Yours in Fitness,
  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:08/29/2022

  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.

  for over a month I have been working with management to try to get 24 hour fitness Riverlake to repair the **** system at their location. I have been getting the runaround. The system is not fixed and it is too hot to workout comfortably

  Business Response

  Date: 09/07/2022

  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 your local club's General Manager 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: 09/07/2022

   The general manager asked that I use a different club location and that there is no foreseeable  date that the hvac system is going to be fixed. I don't think it is reasonable for me to have to find transportation and go to a different area rather than the club fixing their facility properly. the bottom line I would like to use my local club and the manager has no idea when it's gonna be fixed. I will not be satisfied until it is fixed properly. I am not willing to drive a distance and go out of my way to use a different club that's not visible or convenient for me what I am requesting is that the facility to be fixed and I would like to know a date when I come home

  Business Response

  Date: 09/14/2022

  Dear *****,

  We have received and reviewed your follow-up correspondence submitted to the Better Business Bureau. 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 local club's General Manager 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:08/20/2022

  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.

  July 2nd, 2022 I was charged a ****** to my banking account because 24 hour fitness put my card of ***************************************** for someone else is membership. I caught it in pending transaction and i was told because of this it would be sent back and not processed through. And because the card was listed as stolen even though i had it with me. the charge was reversed and sent back by my bank with a warning that this is the incorrect account according to US bank.July 4th, 2022-i spoke to israel the manager and he started a termination of the account that my card was under and sent a noticed that the debit card was not under the correct name. don't process.july 18th -21st the debit card which i was told by my bank was inactive was charge by 24 hour fitness again without me knowing and sent back through even though you were warned that this charge was not mine! No one at the front desk could tell me why and refused to take down the **** card which was inactive since july 2nd. If someone's card is inactive and comprised a customer has every right to have it erased from their file! because the charge went through i was put into negative balance without me knowing and a overdraft charge was started on my credit card. My bank account is now messed up because of this. A refund was processed. HOWEVER, this is about being warned by staff members that this membership is not associated with the right account. The staff member at your office should not have resent this through because my bank told me it would not go through again. I would like clarification on why this happened and who is responsible for this!

  Business Response

  Date: 08/24/2022

  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

  Customer Answer

  Date: 08/24/2022

  
  Better Business Bureau:

   

  I have reviewed. However, I need to state that if ANY transaction is sent back to you from the bank or if employees state there is a error of the account PLEASE CALL BOTH ACCOUNTS TO VERIFY information. Don't send a transaction through and hope for the best! I was not aware of this and it did affect my account.
  
  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:08/20/2022

  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.

  This Gym charged my card through Covid pandemic even when gym was closed. They have continued to charge my card up to recently despite numerous instructions to cease

  Business Response

  Date: 05/31/2024

  Upon research, although we located several memberships for the ******* and his family, none were billed during the Covid shutdown. All memberships have remained cancelled. Pat's membership was not active during Covid. Sinead and Stehpen's membership were cancelled in 12-31-20. Last payments received were prior to Covid on 2-15-20.  

• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair 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.

  THE ISSUE IS 24HR FITNESS DOESNT HAVE THE AUTHORIZATION FROM ME TO CHARGE MY CREDIT CARD FOR SERVICES IM NOT RECEIVING. THE FIRST TIME IT HAPPENED IN 2021 I FILED A COMPLIANT WITH MY CREDIT CARD AND CHOPPED IT UP AS A MISTAKE. IT HAPPENED AGAIN 8/9/22. NOW I KNOW THEYRE JUST CHARGING MY CREDIT CARD BECAUSE THEY FEEL THEY CAN WITH NO REPERCUSSION. I WORKED FOR THEM AS AN EMPLOYEE WITH FREE MEMBERSHIP UNTIL APRIL 2020 WHEN THEY CLOSED MY GYM ALAMO AND FIRED MOST THE INSTRUCTORS. IVE NOT HEARD FROM THEM OR REACHED TO THEM SINCE THE LAST CLASS I TAUGHT FOR THEM FEB 2020. MY COMPLIANT IS CLEAR RANDOM CHARGES TO MY CREDIT NEEDS TO STOP. IM SURE IM NOT THE ONLY PERSON THIS IS HAPPENING TOO. IM JUST NOT GOING TO TAKE IT ANYMORE. *** FILED ANOTHER DISPUTE WITH MY CREDIT CARD COMPANY FOR THE LATEST CHARGE AND I WANT 24HR FITNESS TO APOLOGIZE AND NEVER TOUCH MY CREDIT CARD AGAIN. .

  Business Response

  Date: 08/24/2022

  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.

  Yours in Fitness,
  24 Hour Fitness Corporate Office

  Customer Answer

  Date: 08/25/2022

  
  Better Business Bureau: The phone conversation with ***************** wasnt pleasant.  Not enough space to include his portion of the email.  But can provide if needed. As long as my credit is credited back and no more charges to my family since were not member of 24HR Fitness.  Then were good.
  
  reference to complaint ID ********