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:05/09/2025

  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.

  Paid for 3 year membership in advance. As part of that contract/agreement, I was suppose to be able renew for a year at a set price for the rest of my life as long as I maintain a good payment standing. This was essentially a lifetime agreement. In my case, the yearly renewal was for $99. This renewal cost was what got me to pay for 3 years in advance. Now 24hr fitness is saying that they will no longer honor this lifetime agreement. 24hour fitness did something similar a few years ago and lost a class action lawsuit. Why are they allowed to do this again. A lifetime agreement is suppose to be a lifetime agreement.

  Business Response

  Date: 05/16/2025

  Hello ****** *********,

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

  Thank you for your email regarding the membership notification letter you received. Unfortunately, there is no way to continue with your prior membership rate. However, we very much value having you as part of our 24 Hour Fitness community and hope you continue your fitness journey with us.
  
  As described in the letter you received, we are pleased to offer you an exclusive promotional rate of $24.99 per month plus Annual Fee for our Platinum monthly membership the most competitive rate offered by your ******* take advantage of this offer, please refer to the membership notification email you received or visit your local club for assistance. The offer is valid through May 31, 2025.
  
  Sincerely,

  24 Hour Fitness Corporate Office

   

  Customer Answer

  Date: 05/16/2025

  24 Hr Fitness is still refusing to honor the agreement that was made. They lost a class action lawsuit for doing something very similar, so it is frustrating that they are doing this again. What do they mean that there is nothing that they can do? They are the one not honoring a prior agreement.

  Business Response

  Date: 05/21/2025

  Hello ****** *********, 

  Thank you for taking the time to contact us regarding the membership notification letter you received. As discussed, unfortunately, there is no way to continue with your prior membership rate. 

  Section 6F of the agreement states the right by 24Hour Fitness to cancel a membership without cause for any reason and is not prohibited by law.  If 24Hour Fitness does, it will mail a termination notice to you and refund any prepaid dues.  

  24 Hour Fitness Corporate Office

  Customer Answer

  Date: 05/29/2025

  I am basically just hearing back from a robot. Just replying with pre-determined responses. There is no justification for the broken agreements made by their employees. 

• Initial Complaint

  Date:05/08/2025

  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.

  Harassment and Unsafe Gym Conditions On April 24th, 2025, around 7:30 PM, our group of four members was using the flat bench press at the ************************************** in ************. During our workout, we were harassed, verbally assaulted, and threatened by another male gym member, creating a hostile and unsafe environment.Incident Summary:Shortly after we started, a middle-aged man approached us and asked when we would be done. We explained that we had just begun and planned to complete 45 sets each, so it would take some time.Approximately 10 minutes later, he returned and repeated his question. We responded that we were still in the middle of our planned sets and suggested he rotate in or use a different bench, as there were other options available.When he approached us a third time, his behavior escalated dramatically. He began yelling profanityincluding multiple instances of f*** youand threatened us by saying to meet him in the parking lot.This behavior was unprovoked, aggressive, and clearly intended to provoke confrontation. It left our group feeling unsafe, distracted, and vulnerable in what should be a professional and respectful workout environment. This individuals conduct clearly violated the gyms Code of Conduct and made us feel physically threatened.Management Response:We also wish to report that *******, who identified herself as the manager on duty, was made aware of the incident. However, her handling of the situation was deeply disappointing. Rather than taking our safety concerns seriously, her response was dismissive and left us feeling unsupported and ignored.Since reporting this incident, we have received no response from the 24 Hour Fitness team. Given this complete lack of action, we are now escalating our complaint to the Better Business Bureau (BBB), ***************************************** (***), and the ************************ (***) for a more thorough investigation.

  Business Response

  Date: 05/14/2025

  Hello **** Van, 

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

  The complaint has been forwarded to the District Manager and General manager to research and resolve.  A member of the management team will reach out to you to discuss the issue. 

  Thank you, 

  24Hour Fitness 

• Initial Complaint

  Date:05/08/2025

  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.

  24H fitness did not honor cancellation made during pandemic. Gym closed and they still keep on charging for past 5 years. *********** doesnt work. Email is unresponsive.

  Business Response

  Date: 05/14/2025

  Hello ***** ****,

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

  We rely on our members to review monthly statements to ensure there aren't any unwanted charges.  Our agreement states: If there is an error in an amount billed under this Agreement, you must notify us within *********************************************************************** we will not be obligated to recredit your account. We don't see a request for cancellation on the membership.  We see that you were able to speak to a call center representative on 05/01. 05/06, 05/09, and on 05/13.  We will not be able to honor the refund request.  Please check with your financial institution for any refund requests.  

  Yours in Fitness,
  24 Hour Fitness Corporate Office

  Customer Answer

  Date: 05/14/2025

  Thank you for your response. However, I must strongly contest your refusal to issue a refund.

  
  

  As Ive stated previously, the 24 Hour Fitness location where I originally signed up closed permanently five years ago. I was never informed of this closure, nor was I notified of any transfer of my membership to another location. In the absence of the facility I signed up to use and with no communication from your company I had every reason to believe my membership was no longer active.

  
  

  To make matters worse, the credit card used for the membership was one I no longer actively used or monitored, and therefore I did not see the charges or receive alerts about them. I only discovered the ongoing billing recently, at which point I immediately contacted your team as you acknowledge in your records (calls on 05/01, 05/06, 05/09, and 05/13).

  
  

  To continue charging a customer for five years after the gym they signed up for has shut down, without access to services or any communication from your company, is not just poor customer service it's an egregious billing practice.

  
  

  I am requesting a full refund of all charges made after the closure of the original gym, or at minimum, a refund for the most recent 12 months of charges. I will continue to escalate this matter through the active BBB case process until a fair and reasonable resolution is reached.

  
  

  I trust 24 Hour Fitness will choose to do the right thing and resolve this matter in good faith.

  
  

  Sincerely

  AF

  Business Response

  Date: 05/21/2025

  Hello ***** ****,

  The agreement that you entered into on 08/15/2014 is an All-Club Sport:Monthly which means you were able to go to any club in that area, not just where you signed up. The admission of not reviewing financial statement is not an error on 24Hour Fitness part.  We rely on our members to notify us within a ************************************************** the signed agreement.  Section3(e) of the agreement states Automatic Monthly Deductions: At any time, you can change the method of payment you have designated via **** online member services (on ****************************), contacting **************** or by updating your information in person at a Club. Please allow up to 5 days from the day 24 Hour receives your request for the change to take effect. If there is an error in an amount billed under this Agreement, you must notify us within *********************************************************************** we will not be obligated to recredit your account. 

  On 10/04/2021 at 01:19 PM an email was sent to the email address on file informing the member's home club closed in June of 2020 and was transferred to nearest assigned club.  Please contact your financial institution for any refund requests.  

  Thank you, 

  24 Hour Fitness 

  
  
  
  
  

   

   

   

   

   

   

   

   

   

• Initial Complaint

  Date:05/06/2025

  Type:Billing 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 writing to formally dispute the recent cancellation of my membership (EU19658). I was surprised to receive the 24 Hour Fitness notification regarding the termination of my membership, as I have always maintained my account in good standing and paid all dues on ******* membership was purchased in good faith, and I have greatly valued being a part of the 24 Hour Fitness community. I kindly request a review of my account and consideration for reinstatement.If the cancellation was due to a policy change affecting legacy or special-rate memberships, I respectfully ask that you reconsider, given my loyalty and consistent compliance with all membership terms. The $24.99 monthly payment with $59.99 annual fee is not acceptable. I would appreciate the opportunity to discuss possible solutions or honoring the original agreement.Thank you for your attention to this matter. I look forward to your prompt response and a resolution that allows me to continue my membership with 24 Hour Fitness.

  Business Response

  Date: 05/12/2025

  Hello Ramiz Fargo,

  Thank you for your email regarding the
  membership notification letter you received. Unfortunately, there is no way to
  continue with your prior membership rate. However, we very much value having
  you as part of our 24 Hour Fitness community and hope you continue your fitness
  journey with us.
  
  As described in the letter you received, we
  are pleased to offer you an exclusive promotional rate of $24.99 per month plus Annual Fee for our
  Platinum monthly membership – the most competitive rate offered by your club.
  To take advantage of this offer, please refer to the membership notification
  email you received or visit your local club for assistance. The offer is valid
  through May 31, 2025. 

  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: 05/13/2025

  24 Hour Fitness,

  Thank you for your response regarding my membership rate. I am disappointed to learn that there is no way to continue with my prior membership rate, especially after being a loyal member of your gym for several years.
  
  While I appreciate the offer of a "promotional rate," the new price represents a significant increase over what I have been paying. This change feels unfair and does not reflect the loyalty and commitment I have shown to your club. I am unhappy with this decision and feel that it disregards the value of long-term members like myself.
  
  I am requesting to honor my previous rate or provide a more reasonable solution.
  
  Thank you for your time,
  Ramiz Fargo

  Business Response

  Date: 05/19/2025

  Hello Ramiz Fargo, 

  As outlined in Section 6(f), of the agreement contract 24 Hour
  Fitness reserves the right to terminate a membership, in its sole discretion,
  for any reason not prohibited by law. Unfortunately, we will not be able to reinstate the membership. 

  Supporting the fitness goals of the
  communities we service is a pillar of our mission, and we encourage you to
  review the offer included in our email sent on 03/19/2025 as it
  represents a strong value relative to our current rates.
  
  Yours
  in Fitness,
  24 Hour Fitness Corporate Office

  Customer Answer

  Date: 05/21/2025

  Dear 24 Hour Fitness Corporate Office,
  
  Thank you for your response regarding my membership status.
  
  While I understand your position as outlined in Section 6(f) of the agreement, I respectfully disagree with the decision to not reinstate my membership under the previous terms. I value the services and community that 24 Hour Fitness provides and would like to continue my relationship with your gym.
  
  Given the circumstances, I kindly request that you reconsider the fee structure associated with my account. Specifically, I ask that you remove the monthly charges and retain only the annual fee of $59.99. This approach would still allow me to remain a part of 24 Hour Fitness.
  
  I believe this compromise is fair and reasonable, especially considering my commitment to your facility and the fact that the annual fee alone represents a significant contribution relative to the services provided. I am eager to resolve this matter amicably and hope you will take my request into consideration.
  
  Thank you for your attention and understanding. I look forward to your favorable response.
  
  Sincerely,
  Ramiz Fargo
  (949) 677-6812
  [email protected]

• Initial Complaint

  Date:05/06/2025

  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 4/29/25, I was charged $259.09 for an annual membership that I not only wished to not renew, but I also attempted to cancel by calling the customer service phone number multiple times over two weeks. The customer service phone number said that "the call center is currently closed" every time I made an attempt. On 5/6/25, I called the local club in ******* and requested the refund, and *****, the Sales Manager, provided me with an incorrect email and the same closed customer service number. On 5/6/25, I emailed the correct address, found after scouring their website, and ******* *. notified me that it was too late to receive a refund and that my membership for the year was cancelled. Meaning I paid $259.09 for 0 0-month membership. To resolve this, I expect a full refund from 24-Hour Fitness in the amount of $259.09.

  Business Response

  Date: 05/12/2025

  Hello ***** *****,

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

  The contract membership agreement purchased on 04/29/2024 is a Yearly Auto-Renewal membership.  The contract was emailed to you to review on the day of purchase.  We see that the membership was cancelled online by the member.  We also see that dispute was submitted by your financial institution, and they have given you a provisional credit for the amount of $259.09.  We are not able to refund any funds because of the dispute that was filed. If the financial institution returns the funds to us, we are able to refund the amount as a onetime customer service gesture. 

  Yours in Fitness,
  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:05/04/2025

  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.

  24 hour fitness mitigated an assault from one membership holder and myself when I was not present. The person stalked myself out to the concrete lot and physically assaulted me. I then consulted the front desk about the location of where that member initiated the confrontation inside 24 hour fitness. It was never discussed that it was to be a police matter as I was not pressing charges. Their efforts to clean up the assault was then dispursed publicly which is why I'm filing the complaint. I'm seeking an apology and lost wages in the event.

  Business Response

  Date: 05/09/2025

  Hello **** ******, 

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

  We reached out to you in order to get a better understanding of the complaint submitted to BBB.  We had to leave a voice mail message with a name and phone number you can call back on Monday May 12th between the hours of 10:00 AM PST and 3:00 PM PST.  In addition, we are not able to locate an active membership for you using the identifying information you provided in the complaint. 

  Thank you, 

  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:05/03/2025

  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.

  I am filing this complaint to formally report serious health and safety concerns at a 24 Hour Fitness location. Since signing up in December, I have observed multiple ongoing sanitation and maintenance issues affecting the mens restroom, womens restroom, sauna, and steam room.The sauna in particular has a persistent and unpleasant odor that suggests it is not being cleaned or maintained properly. Despite bringing this issueand othersto managements attention, no meaningful action has been taken to resolve the problems.The restrooms are consistently dirty, poorly maintained, and often have overflowing urinals. It appears the facility does not have a regular cleaning crew, as confirmed by management when I raised my concerns. These conditions have persisted for several months now with no sign of ************** a disabled veteran, I rely on facilities like the sauna as part of my health regimen. The current state of the gym not only prevents me from using these resources safely but also poses a general health risk to all patrons.Due to my service-connected disability, my doctor recommends sauna use for pain management and mobility. The unsanitary conditions have left me without access to this vital form of care for several months.I am requesting that 24 Hour Fitness take immediate corrective action to ensure the cleanliness and safety of its facilities.

  Business Response

  Date: 05/09/2025

  Hello ***** ******, 

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

  The complaint along with the pictures have been forwarded to the General Manager, District Manager, and District Repair Maintenance Manager to research and resolve.  We have asked that a member of the management team reach out to you by the end of business on 05/13/2025.  

  Thank you so much for bringing this to our attention, 

  24Hour Fitness Corporate Office 

• Initial Complaint

  Date:04/29/2025

  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 experienced unsanitary conditions, unauthorized charges, suspected credit card theft, and what I believe to be discriminatory and threatening behavior by staff.The gym is overcrowded and lacks the capacity for its member base. Last week, I had a leg workout planned using seven specific machinesnone were available. I waited over 30 minutes just to begin.The facilities are poorly maintained. Paper towels and disinfectant are often missing, the showers are dirty (some without doors), and the pool is so murky I never used it during my two-month attendance.Despite this, I stayed committed to my one-year membershipuntil a more serious issue arose. On March 16, 2025, I paid for my membership and four training sessions, clearly stating I didnt want recurring sessions. Yet on April 16, I was charged $187.20 for another four I never approved.On April 19 I request cancellation and a refund. I was told it would be processed and briefly saw the refund as pending in my bank appbut days later, it was reversed.When I returned to ask why, a manager denied I ever requested a refund, accused me of lying, and became physically intimidatingflexing his muscles, raising his arms, and mockingly telling me to just do a chargeback. I left feeling ********* credit card was compromised shortly after joining. While I cant prove it was the gym, the timing strongly suggests a link.I believe I was targeted due to discrimination. I'm part of the ************** and speak with a Puerto Rican accent, making me a minority in the area. I no longer feel safe returning, even though I paid for a one-year membership up front.Summary:Severely overcrowded and inadequately equipped.Unsanitary.Unauthorized $187.20 charge on April 16.Refund requested April 19, reversed without ************** effort made to resolve the issue.I was mocked, accused, and intimidated by a manager.I believe I was discriminated ********** credit card was likely compromised at the gym.

  Business Response

  Date: 05/05/2025

  Hello ****** **********, 

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

  We show that disputes have been submitted to your financial institution, the funds have been returned to the financial institution on 05/02/2025.  The complaint has been forwarded to the District Manager, the District Fitness Manager and the Management team of the club to resolve.  We have asked that they reach out to you by the end of business on 05/07/2025. 

  Yours in Fitness,
  24 Hour Fitness Corporate Office

   

• Initial Complaint

  Date:04/29/2025

  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.

  Mi nombre es ******* *******, miembro MBR13825344. El 1 de octubre de 2024 contrat *** membresa anual en 24 Hour Fitness ****** (**) junto con un plan de 4 sesiones de entrenamiento personal por $******* plenamente consciente de que firm un contrato de membresa anual. Sin embargo, la venta de dicha membresa fue condicionada verbalmente a un paquete de entrenamiento personal de dos meses, cuyo propsito era mantenerme motivada y activa en el gimnasio durante ese ao. Esta fue la forma en que me vendieron el plan: el entrenamiento garantizara mi permanencia y compromiso con el *********** entrenadora asignada, ******, no se present a la primera sesin y cancel la segunda. Desde el 12 de octubre intent cancelar los entrenamientos porque **** no poda cumplir el horario que necesitaba (6:00 a.m.), pero la cancelacin formal nunca se proces. Tengo capturas de pantalla, audios y videos que documentan cmo la entrenadora reconoci que yo no deba seguir pagando por un servicio que no iba a usar.Durante siete meses pagu $32 mensuales sin poder usar la membresa, ms *** anualidad de $60.Cuando finalmente logr exponer mi situacin ante el gerente general, ******** J. *******, me ofrecieron simplemente reactivar mis entrenamientos, sin reconocer la prdida de los siete meses de membresa ni el incumplimiento de servicio.Mi propuesta de solucin (estoy abierta a negociar):No busco crear conflicto. Lo **** que solicito es:Que me permitan renovar ahora la membresa anual completa, reconociendo los 7 meses ya pagados y comenzando mi ao de membresa *******.Que pueda realizar las 4 sesiones de entrenamiento a las 6:00 a.m., como originalmente *********** esto no es viable, solicito el reembolso total de:$339 por el entrenamiento no recibido.$224 por las mensualidades pagadas (7 meses x $32).$60 por la anualidad. Busco recuperar el tiempo perdido iniciando de nuevo mi membresa, no compensacin directa. Estoy abierta a *** solucin justa.

  Business Response

  Date: 05/05/2025

  Hello ******* *******, 

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

  The complaint has been forwarded to the General Manager, District Manager and District Fitness Manager to resolve.  We have asked that a member of the management team reach out to you by the end of business on 05/08/2025.

  Thank you, 

  Yours in Fitness,
  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:04/28/2025

  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.

  Today 4/28/25, I visited the 24 Hour Fitness in ******************* at 2:00pm. Im a member of 24 hour fitness have been for a year. When I first got to the gym I grabbed a 16kg Kettle bell, to use while working out. I started at a Squat rack to the far left of the gym, then different machines while super setting my workouts with the kettle bell. I then went to an open ************ I warmed up 3 sets, then began my working sets in between my sets I would use the kettle bell that I brought to the bench. I was minding my own business , did a bench press set, and right after did some kettle bell workouts, I put the kettle down right next to me and sat on the bench, thats when another patron of the gym came up to me and asked if he could use the kettle bell, I said Im using it he then said how was he supposed to know I was using it, I said I brought it over here and I was actively swinging it and I set it down seconds before you approached me he then said I didnt have to be a d*** about it , at that point I got up from sitting down and I said Theres a whole rack of other kettle bells over there he then started starring at me in a threatening manner and circling around me , and tried getting very close to me, as if he wanted to attack me , I asked him to please get away from me and leave me alone, he then called me a dumb N***** and said I needed to go back where I belonged, all while he kept circling around me. At that point 24 hour staff members came over to the bench I was at and they politely asked the man who looks white what happened and told me to calm down , I said I didnt do anything wrong, Ive been over here minding my own business and that Guy came over to me once I told him I was using the kettle bell he should of left me alone but he didnt. The 24 staff allowed the other man to walk away but told me I needed to leave. I feel I was racially discriminated against. I have video proof. The check in time was also altered right after I left.

  Business Response

  Date: 05/05/2025

  Hello **** **** Ii, 

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

  There is information regarding the incident presented in the complaint.  The complaint you provided and the information from club team members are not equivalent.  This issue has to be handled with the management team and District Manager of the club.  The information has been passed along to the club management team and District Manager. It will be up to the management team members as to the next steps regarding this issue.  A management team member will reach out to you. 

  Thank you, 

  24HOur Fitness 

  Customer Answer

  Date: 05/05/2025

  I have Video of the incident and I know for a fact the 24 hour fitness videos cameras shows the white guy coming up to me, asking to use the kettle bell I was using since I walked in the gym , and subsequently standing near me, walking around me, starring at me , all in a threatening manner, and not walking away from me. I did not go up to that man, he came up to me. The associates of that 24 fitness are lying, show the videos footage from inside the gym that day , that will 100% beyond a reasonable doubt show the exactly what I said happened. 

  Business Response

  Date: 05/08/2025

  Hello **** ****, 

  There was nothing in our last communication that would cause an accusation of a team member lying as described in your rebuttal.  It was mentioned, "The complaint you provided and the information from club team members are not equivalent." This is why the incident has to be handled by the management team and District Manager of the club. We reached out to the District Manger today to ensure that this complaint is handled in the best interest of both club members in the complaint. A member of the management team has been asked to reach out to you to resolve the complaint. 

  Thank you, 

  24Hour Fitness Corporate Office

  Customer Answer

  Date: 05/09/2025

  The Original response saying what I said happened and what a team member said happened not being Equivalent implies the truth is not being told, I know for a fact I explained and expressed exactly what happened and and easy solution would be to check the camera footage of the many cameras that are In that gym, the cameras will 100% show exactly what I expressed. What is a team memeber going to do for me , if when the incident happens I have a supposed manager not wanting to articulate to me as to why I was asked to leave and the white guy that came up to me wasnt asked to leave. I have video footage of the manager ignoring me after I was told I had to leave. I was treated very un fairly and discriminated against and its not right not can it be fixed by another employee dismissing what happened like its no big deal. 24 hour fitness can gladly take my money but discriminates against me because what I believe to be the floor of my skin and physical appearance. I want the camera footage pulled , I dont want an employees word, the cameras can show exactly what happened.