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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

    • 885 total complaints in the last 3 years.
    • 401 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:08/17/2022

      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.
      24 hour fitness filed for bankruptcy and I paid a year in advance $320.99. The gym closed March 2020 and the location near my home never reopened. Today I get a letter saying my reward is $50 gift card to 24 hour fitness. I find it highly unfair that the company is essentially taking my money and their pitiful response to make up for it is a $50 gift card.

      Business Response

      Date: 08/19/2022

      Dear *****,

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

      Our records indicate that a 24 Hour Fitness representative has contacted you in follow up to the comments you provided to the Better Business Bureau, and they have addressed your concern.  

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

      Yours in Fitness,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:08/16/2022

      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.
      The 24 Hour Fitness at ********************************************************************************* has been incessantly charging ** for years at this point when we have repeatedly told them to cancel it numerous times before, refusing to cancel it, give our money back, or to be of any assistance whatsoever particularly through the pandemic as they REFUSED to cancel or do anything to help, instead they KEPT charging, and offered some phony "Free" conciliation month that was not asked for nor agreed upon, on top of that the racist general manager on numerous occasions refused to cancel the membership, instead "freezing" the account, and then once again charging. The money that is being charged is to my mother, since when the membership was first started I was young, and now I am working on assisting my father who is intellectually disabled, and mother who cannot afford this idiocy to continue. We simply wish for the funds for the many months charged to us unfairly to be returned to where it belongs.

      Business Response

      Date: 08/19/2022

      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:08/15/2022

      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.
      This morning when I went to work out to the Plantation gym I found out that my life time membership (Membership # GK75783) has been cancelled. The employee told me that it was cancelled because the gym where the membership was opened was closed. Please noticed that that gym was closed 4 years ago, and 24 Hour Fitness has been taking my yearly payments. I just made my payment online for this year. When I went to pay it, it showed an open invoice to be paid by the 31st of July, which I paid on the 29th. At that point my membership showed Active. So, they took my payment for this year also, and after that they cancelled my lifetime membership?????1- 24 Hour Fitness cancelled my lifetime membership without any notice at all. I signed a lifetime agreement with them many years ago, probable around 2008. The agreement stated a yearly payment of $49 for the rest of the life. 2- 24 Hour Fitness said it was cancelled because they closed a gym where supposedly the lifetime membership was opened?????3- This gym was closed 4 years ago and 24 Hour Fitness continue to take my payments, and today, after I made my 2022 payment, they told me that my membership was cancelled.4- Lifetime memberships should be honored as the company still in business. And how come they were taking money for a gym that was closed 4 years ago, if what they are saying is correct, which is not. I try talking to the manager at the Plantation gym and he is never available. I called **************** but they said to contact the gym. My online information has been deleted by them (agreement, complete billing history etc.)

      Business Response

      Date: 08/18/2022

      Dear *****,

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

      Our records indicate that a 24 Hour Fitness representative has contacted you in follow up to the comments you provided to the Better Business Bureau, and they have resolved your concern.  

      We thank you for being a valued member and wish you continued success with your health and fitness goals.

      Yours in Fitness,
      24 Hour Fitness Corporate Office

      Customer Answer

      Date: 08/19/2022


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I  consider this complaint resolved. Thank you very much for helping with this matter. 

      Regards,

      ************************* (former *******)

       

    • Initial Complaint

      Date:08/15/2022

      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 called to cancel a membership in July 2020 when the club me and my spouse belonged to was permanently closed. I recently discovered I'm still being charged for a membership despite cancelling the membership previously. I spoke with ****** at the new location and she said she would be able to refund the last $100, but I've paid over $1,000 in membership fees for a service that should have been cancelled over 2 years ago. I'd either request a refund of the additional monies or a credit on a new membership in my name. It seems a bit unfair that the account wasn't cancelled and I've been paying for a membership for 2 years.

      Business Response

      Date: 08/17/2022

      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 success with your future health and fitness goals.

      Sincerely,
      24 Hour Fitness Corporate Office

      Customer Answer

      Date: 08/17/2022



      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:08/09/2022

      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.
      Bought 8 Training sessions for my son Near the end of the 8 sessions I was billed for another 8 which we did not agree to Salesperson T**** said he had explained this when we signed up We do not remember any such conversation happening Asked for written proof of this recurring billing We did not get anything in writing when we signed up because their system was down (shame on me for being a little too trusting)They said that they emailed the contract...no record of that email exists Salesperson T**** said it was my fault for not checking my bank statements which come monthly He tried to point out that we did not adhere to the contract...the same one no one has a copy of ...that my son did not go to sessions twice a day for four consecutive weeks...which is true but we explained this upfront and they said it was no issue...it is now that I want a refund Salesperson T**** said that in order to issue the credit we had to give up my son's last training session (prorated value of $71.88) to get a refund. I agreed to this even though he essentially charged me $71.88 to get my own money back. Salesperson T**** did everything he could to blame me for this misunderstanding. His only evidence was that he says he tells everyone that this charge would be automatically billed. Throughout the process Salesperson T**** was condescending and frequently interrupted me when I was trying to make my point. He needs to be retrained in customer service and also in contract terms and conditions. By the way...the Trainer was outstanding. A credit to the 24 hour Fitness brand. It is too bad that Salesperson T**** has stained this interaction.

      Business Response

      Date: 08/12/2022

      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.  

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

      Yours in Fitness,
      24 Hour Fitness Corporate Office

      Customer Answer

      Date: 08/13/2022


      Better Business Bureau:

      I am 100% satisfied by the resolution offered by 24-Hour Fitness. A VP witching their organization called me and corrected the situation immediately. Thank you for your help on this. 


      Regards,

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

       


    • Initial Complaint

      Date:08/09/2022

      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.
      I had a membership with 24 hour fitness in 2019, which I never used and put the membership on hold. Covid hit in 2020 and all gyms were closed. I moved out of the area that had any 24 hour fitness centers from 2020 to 2022. In April 2021 till recently 24 hour fitness has been charging my Chase credit card $44.99 for the last 16 months which I did not authorize. I did not notice the charges on my account as I do not receive a paper statement and I lost my dad to covid in 2021 and my attention was else where.

      Business Response

      Date: 08/10/2022

      Dear *****,

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

      Our records indicate that a 24 Hour Fitness representative has contacted you in follow up to the comments you provided to the Better Business Bureau, and they have addressed your concern. 

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

      Yours in Fitness,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:08/02/2022

      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.
      After the pandemic everything changed; for the worst. I've been with 24 hr Fitness for MANY years and before all worked out smoothly but when they re-opened fully last 2021, they cut off many classes. Classes that made what the gym was , i.e, zumba( the music is so loud and I've mentioned this to manager, instructor does what he wants, and music unbearable) so for me there is no class; step, strength training,, combat and i believe cycling. When I've asked the day time manager (who by the way is very rude, very!) he says that the company is under budget. Under budget??? I'm almost sure that the government bailed them out when all the gyms were in economic trouble. I'd have to research if they stopped collecting our monthly payment. To make things worst, there are other gyms; to name a few: ********, ********, **** who have suffered some but not like 24 hrs ******. ****** management; they can't even find a substitute when they've been advised by an instructor two weeks prior that she will be taking vacation time. Really??? WE LIVE IN *******, ** POPULATION IS @ 6 MILLION PLUS!! And the reason for this is that 24hr Fitness wants to pay them peanuts plus management is not too friendly with them, either. This was not the commitment I signed for years ago, Nor a commitment anyone would sign up for. They have to be stop in getting away with this c*** Cleaning is ALWAYS essential, now a day is even more! But oh.. event maintenance people do not want to work there. I wonder if it's for the money or how they are being treated. .Prior to covid, they had an 800 number where your could provide talk to management above the manager on site. Now, all complaints go to him only. WHAT is up with this?????Yes, I am cheated and am not the only one.

      Business Response

      Date: 08/15/2022

      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 the club's General Manager has been in contact to discuss your comments and concerns provided to the Better Business Bureau, and that 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

    • Initial Complaint

      Date:07/29/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was a member at 24 Hour Fitness when I first moved to Redlands. They changed their location and I cancelled my membership 15 years ago. I am still being charged $28.65 every month on my **** of America Account. They cannot locate my cancellation or account number. I have disputed this and need to have it resolved. I have asked for a stop payment with my bank, again. However, I would like reimbursement for all the years they continued to **** me. Billing shows as 24 Hour Fitness DES: EDI PYMTNS ID *********. INDN: *********************** ****** CO ID *************>

      Business Response

      Date: 08/04/2022

      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: 08/04/2022


      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:07/26/2022

      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.
      October 2021 I had sign up in ********* ** and purchased a monthly membership. Came back the following week to work out and I was stopped at the desk due to the fact I did not have a vaccination card. I explained that being vaccinated is against my religion and that I will be working out with a mask on. I was refused and turn around, came back the next following week and was told that my membership will be cancel due to no VACCINATION CARD. Turns out they never canceled my membership, I have been calling the corporates number and sent over 7 emails requesting corporates to call me due to the fact Hawthorne manager ******** cannot not do anything about all payments taken from me and I not ever being able to work out. I feel inconvenience and discrimated on. Please call me ************

      Business Response

      Date: 07/29/2022

      Dear Chaka,

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

      Our records indicate that a 24 Hour Fitness representative has contacted you in follow up to the comments you provided to the Better Business Bureau, and they have resolved your concern.  

      We thank you for being a valued member and wish you continued success with your health and fitness goals.

      Promoting Health and Fitness,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:07/24/2022

      Type:Billing 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.
      Years ago my account was upgraded to Super Sport along with a ***** pass because I had a prior issue at the gym. The Vice President gave me these upgrades for the life of my account.My account has been active without interruption and with no explanation, the ***** pass was removed from my account last year. I have been trying to work with *********************** since February but haven't made progress. There are often 2-4 months with no reply.

      Business Response

      Date: 08/02/2022

      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 addressed your concern.  

      We wish you continued success with your fitness goals.

      Promoting Health and Fitness,
      24 Hour Fitness Corporate Office

      Customer Answer

      Date: 08/02/2022

      I was promised an upgrade of my membership to Super Sport and a ***** **** for the life of my account. This was for taking down a Yelp review showing pictures of the gym in bad condition including condoms and trash on locker room floor and in the pool. 

      The gym manager upgraded *************************** ***** **** for one year and then accidentally changed mine to 12 months as well.

      Since February the gym manager has said that corporate made this decision but they didn't know why.

      After getting no resolution I filed the complaint.

      When this original deal was offered it was when I had a different e-mail address so I don't have the record but they should.

      Due to the lack of professionalism on their part the onus is on me to find documentation from 2017 to show what their records should reflect.

      Because of their mistake they want me to pay $240 a year for something that was supposed to be free as long as I kept my membership current.

      I believe this was done on purpose because they no longer wanted to honor their original word.

      They didn't tell me that I would need to save an e-mail forever to get them to follow through with their executive level promise.

      I still request that they fix their mistake and do the right thing.

      Business Response

      Date: 08/08/2022

      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 contacted you in follow up to your request. Although we were unable to fulfill your original request, we are glad to have found an acceptable compromise. At this time, 24 Hour Fitness considers the matter resolved.  

      We wish you continued success with your fitness goals.

      Promoting Health and Fitness,
      24 Hour Fitness Corporate Office

      Customer Answer

      Date: 08/10/2022


      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,

      ***** Plush

       

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

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