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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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    Customer Complaints Summary

    • 884 total complaints in the last 3 years.
    • 400 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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    • Initial Complaint

      Date:07/16/2022

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I opened a gym membership at 24 hour Fitness on 10/4/2021. I signed up for a year membership and paid $449.99.For the first 8 months or so the gym kept things at the same level of relative cleanliness. Something drastically changed in the last month. There is a large buildup of dust, dirt and trash on and around nearly every machine. It has become disgusting and unhealthy. I kept waiting each week for it to get better and it has gotten worse.When I went to inquire about why they stopped cleaning given all the dirt and trash I was told that 24 Hour Fitness is now short staffed, which apparently means the staff they do have does not have to clean. I was also told because I signed up for an annual membership I was not entitled to any money back by cancelling. I explained that I kept my end of the bargain, it was 24 Hour Fitness that stopped offering a minimum level of cleaning service and that I should not be penalized for that by cancelling in order to join a healthy environment.I would like to receive 2 months of fees back, or $75. This would be for August and September 2022, I'm not asking for July or part of October. Thank you.

      Business Response

      Date: 07/27/2022

      Dear Evan,

      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 Fitness Manager has met with you to discuss the comments you provided to the Better Business Bureau, and they are working to resolve 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: 07/27/2022


      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.  The gym is cleaner so they have made an effort so far. Thank you for you assistance in this manner. 

      Regards,

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

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

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