Business Profile

Health Club

24 Hour Fitness USA Inc

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for 24 Hour Fitness USA Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

888 total complaints in the last 3 years.
403 complaints closed in the last 12 months.

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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: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.
Initial Complaint
Date:04/27/2025
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.
In April 2022, I purchased a paid-in-full 24 Hour Fitness membership at the *********** Sport location in ******, **. In 2023, after a serious car accident and back surgery, I informed staff in person that I could no longer attend and wanted to freeze or cancel. I was told my plan couldnt be frozen but that no further charges would occur.Later in April 2023, after moving out of *******, I again visited the Orange location and informed staff I was relocating and unable to cancel via the customer service line (their phone system couldnt locate my account via my phone number). I was assured the membership would be canceled and I would not be charged again. Despite this, I was charged $****** April 2024, I received a *********** alert of a pending $299 charge. I called the club before it posted and was told the cancellation may not have gone through due to app issues. Staff again promised it was handled. I later discovered I was charged ******** April 2025, I was notified again of a pending $299 charge. I called the merchant number multiple times (45 times over two weeks), but the automated system said my phone number wasnt linked to an account and routed me to an online form. No live person was available. I contacted ***********, who assured me the charge wouldnt go throughbut it did.Ive made several good-faith efforts to cancel this membership in person and by phone, yet Ive now been charged three times after my initial cancellation. I am requesting a refund for the charges in April 2024 and 2025 and ask that 24 Hour Fitness permanently cancel any remaining account.
Business Response
Date: 05/02/2025
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.
As a onetime customer service gesture, we have refunded the payment for 2025. Any additional refunds will need to be accompanied by a doctor's note stating at that time you were not able to use the gym. We do not need to know any medical circumstances. There isn't any notification on the membership of cancellation requests. The membership has been cancelled; a cancellation confirmation has been emailed to you.
Thank you,
24Hour Fitness
Initial Complaint
Date:04/26/2025
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.
The last time I went to the gym in October 2024, and many times prior to that, it was the filthiest I have ever seen. Not one time in my visits have I seen staff wiping down the equipment, tending to restrooms, refilling sanitizing spray bottles, or refilling paper towels. The womens restrooms are horrid and equipment often broken. I would rather workout anywhere but here and wonder why the standards are so low for this gym. I have read other complaints about being short-staffed or hours being cut, but thats not our (members) problem and should be taken care of no matter what. If they are short staffed, then the manager should pick up the slack. Thats what management is there for. Will this be a constant issue? Are they closing the facility and not informing members? Please help.
Business Response
Date: 05/02/2025
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 see that the last visit to the club was on 10/10/2023. We would suggest a visit to the club in order to find out if the cleanliness issues have improved. In the meantime, we have forwarded the complaint to the General Manager, District Manager, and District Repair Maintenance Manager for answers. We will reply to you when a response is received. At this time, we do not have any information on a club closure.
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:04/25/2025
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.
11-25-24 I signed up, by phone, weight training sessions. I paid $1,462 for 2 months, twice a week at $60.99 a session. This gives me a total of 24 sessions to be completed in 3 months. I was told that the only way to extend my sessions, is if I got a doctors note. 7 of my 24 sessons expired on April 2, 2025. I asked, the manager, ***** ******** for an extention becasue on February 3, 2025, I told him I got injured training. I had pain in my chest, so I could not work out that week. On February 8, I went to ************ The doctor told me I injured my rib and to not exercise for 3 weeks.. I gave the manager, the doctors note and a list of all the sessions I had. I wanted him to make sure my list was correct. ***** appeared bothered and really did not care to hear what I had to say, all he said is "your sessions has expired and I can have you buy more sessions". .I let him know that I felt dismissed by him. He finally said he would look into it and he would call me back. It has been 3 weeks and he has never looked into it nor has he ever call me like he promised. I have also tried to talk with my trainer to see if our sessions, i took down .matched, She also said she would call me but never did. The only way I got any information from her, I saw her at the Gym and she said "about 5 ". What does "about 5 " mean? I had the same issues with the other manager, Ali ******** he would not hear me out at all, he said I will speak with your trainer and I will call you. He never called either. It has been a nightmare getting anyone of these three people to help me. 7 sessions is a total of $426,93 thrown away unless I can complete my sessions as I am intitled to. I called 24 hour **************** I was told it is the policy to extend my weight training if I had a doctor's note. I don't understand why ***** is giving me such a hard time. i hope you can resolve this. I lost many days my Trainers cancled on me & did not reschedule + gym closing 2 weeks for remodel.
Business Response
Date: 05/02/2025
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 see that there were 16 sessions taken and 24 sessions that were paid for. That leaves eight sessions. We are requesting to have the sessions extended. An email will be sent to you when the sessions are extended.
Yours in Fitness,
24 Hour Fitness Corporate Office
Customer Answer
Date: 05/02/2025

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:04/25/2025
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.
My annual membership amount has doubled when it was supposed to remain the same. When I went to my local 24 Hour Fitness, I was told that it was an issue that I had to contact corporate about. Unfortunately, this is the only way to do it. The story actually starts 20 yrs ago when I moved from ******* to ************** in Nov 2005. I went to the Sugarhouse branch (now closed) of **** where they had a deal that if you paid a large sum upfront, you would only pay the same annual fee ad infinitum, so I purchased it. Unfortunately, I ended up having to move "home" to western MA a little over a month later due to a family emergency- & no 24HF w/in hundreds of miles. When I contacted **** corporate to explain the situation & ask for a possible refund as it was just over 30 days, they basically said, "So sad, too bad; you're beyond 30 days, so sod off." Several months later I moved back to *******, but still was not conveniently near a 24HF, but I paid the yearly fee hoping I one day I would use it as I had paid a chunk of change for it. Fast forward to 2011 when I noticed that I hadn't received a bill from them in a while. When I called the nat'l number, I was told I missed a ************ membership was cx'd. I explained how I was put through h*** for that ************** would not have missed it. I asked where they sent the bill, & they said **************. I told them that was a couple of states ago, & then they blamed me for supposedly not keeping my address updated! I told them I had received previous bills in ******* so it was a mistake on their part, not mine. They reinstated my membership, but what I just found out is it was a different one. When I went to the local **** yesterday, they said that after 2005, a clause was added that the annual price could be increased. I was also told that the only people who could pull up my old 2005 membership was corporate. I would like my original 2005 one back- the one that was supposedly reinstated after their mistakes.
Business Response
Date: 05/01/2025
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 have emailed information including the agreement contract that was entered into on 04-27-2011. The information will show the terms and conditions of the dues increase on the membership. Please see section 3C of the documents that show the Right to Increase Dues by 24Hour Fitness.
Thank you,
24Hour Fitness

Customer Answer
Date: 05/02/2025
The contract I agreed to in ***************************************************** November 2005 in **************- when I originally signed- which was supposed to be that the yearly price did not increase. Essentially it means 24 Hour Fitness lied to me because I was not informed of any price increases. This is unfair, deceptive, & fraudulent business practices. if you were to actually look at my usage of 24 Hour Fitness, you would see that I have only been there a few times in the 20 years since I left ************** (& that was more often to pay for my annual dues at the gym or ask a question, not use it). Initially, I lived in the ******************* & went there often for the mere 3-4 weeks I used the gym. Then when I left, I have not conveniently been near a gym of yours since. I have either been paying for other gyms, or now since I'm on ********* I can go to another gym nearby for free. 24 Hour Fitness has lost nothing out of my membership; in fact, I've been paying you for me not to use it. It's been about the principle. Again, I would like to have the original membership that I signed for & was told was re-upped. If there has been any changes, that is all lies & fraud on your part. You have yet to quote my 2005 *** membership or produce that copy which I physically signed in person at the *****************, which I was told by a current branch does exist at Corporate. All of this is mistakes & lies from 24 Hour Fitness.
Regards, ***** *******
Business Response
Date: 05/08/2025
Hello ***** *******,
The agreement contract that was entered into on 11-30-2005 terminated on 02/28/2010 due to non-payment of dues. The terminated agreement cannot be compared to the new contract created on 04-27-2011. We have emailed the agreement that shows the right to increase dues by 24Hour Fitness along with the information as to why the dues were increased.
Unfortunately, the time to dispute the increase has passed. At this time, if you wish to renew your membership, the new rate provided via your renewal notice, and online, are due on your renewal date. Your renewal can be paid online via MyAccount, through our automated phone system at ************, or in club. If your renewal dues are not paid by your renewal date, your membership will expire, and you will no longer have access to 24 Hour Fitness facilities.
Thank you,
24Hour Fitness
Initial Complaint
Date:04/24/2025
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.
This complaint is in regards to **************** issues and billing, Club#***** recently have been charged for a membership in which, I was informed I would not be under the silver sneakers plan. 24 hour representative, **** refused to provide any account information and/or billing. There are a couple other concerns and issues that I would like to speak with the corporate. I also requested upper management contact information and that was not provided either.
Business Response
Date: 05/01/2025
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.
Unfortunately, we are not finding a membership where you are being charged. A 24-Hour Fitness corporate team member called as requested. The call was answered, and no one spoke, then the call ended. The team member called back and left a voice mail with their name and number.
In order to further research the issue, we need additional information: the date of the charge, the amount of the charge, was the charge on a credit/debit card, or checking account, the name exactly how it is on the card or checking account.
Yours in Fitness,
24 Hour Fitness Corporate Office
Customer Answer
Date: 05/03/2025
I have reached out to 24 hour representative ***** several times and I have been unable to reach him.
Business Response
Date: 05/07/2025
Hello ****** ******,
There are notes on the membership that indicate the corporate team member *****, reached out to you on 05/01/2025 at 08:01 AM. The call was answered but no one said anything on the phone. He called right back only to be sent to voice mail. The first BBB response asked for information that was not received. Information that was needed to research your complaint. On Friday 05/02/2025 we see that you called and was told the corporate team member was not available. Another call was made, and the corporate team member was still not available. Your son called on 050/06/2025 and spoke with another corporate team member. The charge in question was found out to be a charge for merchandise at the club. The additional complaints that were not in either BBB complaints are in regard to the Elevator that is down, the coed restroom that the club didn't give you access to. The management team for the club has been made aware of the additional complaints and have been asked to reach out to you to give you an update.
Yours in Fitness,
24 Hour Fitness Corporate Office
Initial Complaint
Date:04/24/2025
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.
The air conditioner in the group fitness room has not been working for 3 months. They keep saying they have to get a part to fit it. It is very hot in this room and that is were we do our fitness classes. We are thinking they are not wanting to turn it on to save money. Please will you advise them they need to turn it on or fix it. We pay money for the classes and we are unable to do them because its too hot
Business Response
Date: 05/01/2025
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 Manger, District Manager and District Repair Maintenance Manger to resolve. We have asked that a management team member reach out to you by the end of business on 05/02/2025.

We thank you for being a valued member and wish you continued success with your health and fitness goals.
24Hour Fitness Corporate Office
Initial Complaint
Date:04/24/2025
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.
The fitness center at the *********** location has experienced a malfunctioning air conditioning unit in its XGROUP room for over a month without any repairs. As a dedicated member of 24 Hour Fitness for nearly 30 years, consistently paying my membership fees, I expect a well-maintained and healthy environment for my workouts and those of other members. Exercising in a room without air conditioning is unacceptable and poses a risk to clients using that space. The company continues to collect our membership fees but fails to uphold the terms of the contract. I request a refund for compensation, and the company must repair the air conditioning to ensure the facility meets the required standards.
Business Response
Date: 04/30/2025
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 Manger, District Manager and District Repair Maintenance Manger to resolve. We have asked that a management team member reach out to you by the end of business on 05/02/2025.

We thank you for being a valued member and wish you continued success with your health and fitness goals.
24Hour Fitness Corporate Office
Initial Complaint
Date:04/24/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The group fitness room has not had ac since February.
Business Response
Date: 04/30/2025
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 Manger, District Manager and District Repair Maintenance Manger to resolve. We have asked that a management team member reach out to you by the end of business on 05/02/2025.
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

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