Complaints

This profile includes complaints for Club 24 Concept Gyms's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Club 24 Concept Gyms

  920 S. Colony Rd. Wallingford, CT 06492-1737

• 

  Club 24 Concept Gyms

  East main. St Torrington, CT 06790

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:02/19/2025

  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 cancelled my membership in person in 2022, they continued to charge my debit card through 11/01/2024, which I called several times to get them to stop. This company does this repeatedly with members of the community. Today 02/19/2025 I received a call from Douglas ###-###-#### to which he stated I was in their facility in 2024, I stated I had not been in their building since the fall 2022, when I cancelled my membership. He then said they were sending my account to a collection agency. I notified him I was contacting and filing a complaint with the ** ******** ********* ******.

  Business Response

  Date: 02/19/2025

  Hello ****,

  All you we need is your proof of cancel. Looking into your account we do not see any cancel document, just a billing change document from 09/11/2018. Once your proof of cancel is provided we can move forward with the process.

  Thank you,

  Club24 Concept Gyms

  Customer Answer

  Date: 02/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I cancelled in person in your ********** location, and was assured by the female employee it was taken care of.
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 02/19/2025

  Hello ****,

  We understand but with no proof of cancel we have nothing to go on for a refund. What we can do is check with our billing office to see if we can have your membership cancelled and remove remaining balance as a courtesy since you have been a long time member.  

  Let us know if you would like to proceed and we will move forward with your request.

  Thank you,

  Club24 Concept Gyms

  Customer Answer

  Date: 02/20/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  My membership should have been cancelled in 2022 when I cancelled in person, and no further bills should of been sent or debited from my account. From the amount of similar complaints, I am skeptical that this will be resolved.
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 02/20/2025

  Hello ****,

  Thank you for your response, unfortunately without a proof of cancel, there is nothing further we can do for you. Verbal cancellations are not accepted as proof of cancel. Your membership will be sent over to our collection attorney and you can handle your concerns with them from here on in.

  Thank you,

  Club24 Concept Gyms

• Initial Complaint

  Date:01/28/2025

  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 the March of 2023 I joined the Club 24 in ************ **, for a bi-monthly charge of $10.61. The membership was cancelable at any time. In the fall of 2023, Sept or October, I called to cancel the membership and was told I had to do so in person, which I did, but was provided no paperwork, was just told it was all taken care of. I now have realized that Club 24 has continued to charge me the $10.61, twice a month, as well as an annual fee of $53.16 in May of 2024. I have contacted Club 24 and been told that they have no record that I cancelled my membership, even though I followed their directions by going in and cancelling it personally as they would not allow me to cancel online. I have not been to the club since I cancelled. It's hard to view this as anything but complete fraud on their part. I would like a refund of all the charges since October of 2023, approximately $380 in total, but understand BBB can only help me going back 12 months: I have been charged for the cancelled membershiops approximately $300 in the last 12 months. Unfortunately, while my credit card is processing my fraud claim, they will only go back 118 days. And, again, Club 24 is being completely uncooperative, even though we followed their process (until recently, as they just confirmed yesterday, they did not allow a customer to cancel online).

  Business Response

  Date: 01/28/2025

  Looking over the account, the first email we have of a cancel request was 01/31/24, the emails we sent back were answered once then never answered again and got dropped in the system. There is a 30day cancel request on all memberships which would bring your membership to end on 02/28/24. We agree these dues from that day forward until to date are owed back to be refunded, the only problem is you are saying that you reached out to the fraud department with your credit card company, so they will be refunding you. If we refund you it would be a double refund. We will be informed by your credit card when they process your refund and we check then to see if you were refunded the correct amount. Otherwise if you cancel the fraud request we can process the refund. 

  Thank you,

  Club24 Concept Gyms

• Initial Complaint

  Date:12/02/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was being billed 4 dollars a month for membership I never used. I cancelled in early 2024 got a confirmation via email then continued to bill my ****. I then canceled my **** and now was put into collections for almost 200 dollars. How can I dispute this and cancel the collections efforts.

  Customer Answer

  Date: 12/02/2024

  I spoke with someone today who said they would adjust the account so I will cancel the complaint for now. 

• Initial Complaint

  Date:10/14/2024

  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.

  Since June of 2024, I have been trying to cancel my membership with Club 24 and I have been unsuccessful. I joined Club 24 in ********** **, in January of 2024. I joined because it was advertised as $1 for a membership which seemed like a good deal at the time with me being a broke college student. Shortly after joininh the $1 membership quickly turned into a $12 weekly; which feels like a bait and switch. After signing up they started explaining all these charges which add up to the $12 weekly. With the membership now being $48 month I realized that it was no longer within my budget due to being a broke college student. After finding out about the $48 monthly fee I immediately froze which means you only pay $2.50 a week while the account ia frozen. About a month after freezing my account, Club 24 unfroze my account without my knowledge or permission. I did not realize that my account was unfrozen until I started receiving pass due notice and monthly bills for $48. With the gym unfrozing my account and me not being able to afford the $48 monthly I decided to cancel my membership, this was in June 2024. I reached out to see how I would be able to cancel my membership because doing it online was not an option. When I reached out to the gym I was instructed to write a letter explaining why I need to cancel it, which I did and summited. In the letter I explained that I no longer live in the town where the gym is located and that I could not afford the membership. After wroting the letter they changed their policy saying that you can't cancel it through a letter or over the phone you have to come into that facility. I called and inquire about my letter they informed me that they did receive it but I have to do the cancelation in person they also informed me that there will be a $89 cancel which I was not made aware of previously and it is not in there cancel policy on their website. Every time I go to talk to them in person, there is never any employees present.

  Business Response

  Date: 10/14/2024

  Hello *****,

  You signed up 01/03/2024 for a 6 month agreement, once the 6 months is fulfilled you can cancel with a 30day notice. After signing up you instantly went on a 4 month freeze which delays your original end date of 07/03/2024 by 4 months. You have 3 payments @ $12.74 each totaling $38.22 to fulfill your agreement. This amount is currently in past due with $6 in late fees as a courtesy we will waive the $6. If you give us the ok to run the payments we can then cancel out your membership effective immediately.

  Thank you,

  Club24

  Customer Answer

  Date: 10/16/2024

  I paid the $38.22 and they still have not cancelled my membership. I login to my account and my membership is still active

  Business Response

  Date: 10/16/2024

  Hello *****,

  Yes we do see the $38.22 payment was made. We have now cancelled out your membership effective today.

  Thank you,

  Club24

• Initial Complaint

  Date:09/27/2024

  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 cancelled my membership via phone. They told me they wanted me to come in to cancel. As a courtesy, on my way out of town, I did, but noone was there. I'll leave a followup comment confirming one way or another, but I believe it was during hours. This was the only time I had for this and I'd already gone out of my way, least of all is it my problem no staff were there. They had however left up their computer. I could have just cancelled myself, and everyone else (I didn't). This is a data violation in itself, but I didn't probe, couldn't prove it. I left notice in writing to cancel me. This fulfilled the vague subclause about cancelling in person or in writing. I did both, and we're all aware of this ******** tactic (see: **) that you justify as if there isn't a more intelligent way for users to cancel securely like logging in or an acct #/PIN. You'd rather pretend there's some epidemic of people cancelling others' gym memberships; what ******** clown shoes.
  
  The manager reached out, admitting to having received the correspondence. I have the conversation record. I also have the record of me specifically withdrawing my consent to store payment data. I demanded this multiple times. The manager chose to continue to illegally store my payment data in violation of data protection laws, and thereby committed blatant credit card fraud as he attempted to allowed the system to attempt to charge my card numerous more times. While he continually refused to fulfill his professional and legal obligations, this rendered the debit account that my stock trading account operated on unusable without risk of being defrauded by illegal, specifically-unauthorized charges being successfully run against the card.
  
  I am demanding the immediate deletion of these items from all credit agencies &/or collections. This is the last opportunity this business will be presented with to avoid legal remedies for consumer protection and data privacy violations, racketeering, and fraud. *******.

  Business Response

  Date: 09/28/2024

  Thank you for reaching out to us. After reviewing your account, we see that on September 14, 2022, you contacted our ********** location to inquire about canceling your membership, at which point we informed you of the cancellation process and available options.
  On September 24, 2022, you visited the facility during unstaffed hours and left a written cancellation request on a paper towel. The following day, our manager reached out to notify you that we had received your request. However, please note that your account was already past due as of that date.
  As outlined in your membership agreement, all cancellations require a 30-day notice and the account must be in good standing at the time of cancellation. We made several attempts to contact you via phone, email, and text regarding the status of your account, but unfortunately, we did not receive a response. Your account went into collection status on 1/2023 for being over 120 days past due.
  To resolve this matter, please contact our collection agency, Call for Collections, at ###-###-#### to settle your account.
  We appreciate your attention to this matter and are here to assist with a** questions you may have.
  
  

  Customer Answer

  Date: 10/24/2024

  Hi I need this re-opened until I've had the chance to reply. These criminals aren't paying me to deal with this, and it will be done as I'm available. Please re-open at the earliest possible time. I appreciate your time!

• Initial Complaint

  Date:08/16/2024

  Type:Order Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been in contact with a manger from Club 24 ************ ** for months regarding cancelling my membership due to a recent health problem.
  I have emails for the last few months inquiring about canceling the membership and they just stopped answering back when I declined “freezing” my account for a period of time. I am continuing to be charged for a membership that was supposed to be cancelled months ago and no one will get back to me.

  Business Response

  Date: 08/16/2024

  Hi **** *******, 

  We apologize for any miscommunication. Our communication team sent you a email April 18, which received no response. We have cancelled your membership effectively today, and started your refund. 

  Thank you
  Club 24

  Customer Answer

  Date: 08/24/2024

  Hello, this has not been resolved. I still have gotten no response from Club 24. Nor have I been issued any type of refund. 

• Initial Complaint

  Date:07/10/2024

  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.

  We contacted the gym to cancel the membership. They said it was cancelled and the 30 day will be in works. then every 2 weeks kept getting charged. we called again and they said need 30 days and kept saying the same thing. we went down there and they said it's cancelled but sure enough 2 weeks later charges so we disputed it and cancelled the card they somehow still charged my card weeks later for a random amount and said your over due and keep trying to charge my card I completely had to disable the credit card and disputing it again. I tried to call and they hung up on me saying no one here to help you. I can not get anywhere with them and they refuse to cancel the account and keep charging as of today.

  Business Response

  Date: 07/11/2024

  Hello ********

  As far as we see, you have paid the past due balance and your membership was cancelled effective today with no money due.

  Thank you

  Club24

• Initial Complaint

  Date:07/01/2024

  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.

  *** ******** ** location. I cancelled my membership about a year ago, and just found out that I am still being billed. I canceled my membership in person, months ago. I was told I had to come in, in person to cancel, sign a form, which I did. MONTHS AND MONTHS ago. Now I am being told they have no record of me canceling, no record of the form I signed, and to "actually cancel" my membership, I need to supply a new credit card to cover the balance due. Balance due? I had canceled it. Even worse, I looked them up on the Better Business Bureau, and there are tons of complaints about this very same issue. I would like to be reimbursed for the charges. You can see on my account that I have not been there in ages.

  Business Response

  Date: 07/01/2024

  Hello *********,

  If you went in person to cancel your membership, you would have signed on our i pad and received a confirmation code of cancel. All you need to do is provide us with the cancel code or any other proof of cancel you have and we can then certainly process the cancel and refund if refund is due.

  Thank you,

  Club24 Concept Gyms

  Customer Answer

  Date: 07/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  I do not have the code that is being asked for. I was not given any code.
  
  
  
  Sincerely,
  
  
  
  ********* ******** 

  Business Response

  Date: 07/01/2024

  Codes are automatically sent when member signs cancel doc. We will use this as your cancel request as it is in writing and waive the 30day. Cancel effective today 07/01/24. 

  Club24 Concept Gyms

• Initial Complaint

  Date:06/17/2024

  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.

  This company engages in predatory business practices.
  
  I tried canceling this membership last year at the beginning of the summer. When I reached out by phone, the customer representative offered me a holding fee of $2 a month per account (my husband and I each have account) instead of canceling, so I agreed to incurring the $2 fee instead of canceling at that time. In April our credit card to which our Club 24 account is attached, got scammed, and it had to be canceled and we were reissued a new credit card number from the bank. When Club 24 went to renew our membership, on auto-renewal, it got kicked back due to the replacement card. When I spoke to them I explained to them what happened and that I would get them a new credit card number soon. After consulting with my husband, we decided to not renew our membership as we were undergoing a house renovation and were consumed with our busy lives. Since then Club 24 has been calling me and my husband 2 and 3 times a day. I didn't answer because they were during my work day and we had decided to cancel. I finally had a moment to call them to tell them that we were not going to give an updated credit card because we had decided to cancel our membership. The manager of the branch in *********** told me that I would have to pay up before canceling otherwise they are going to keep charging me, and I assume continue to harass me and my husband with collection calls. When I explained that we are in the middle of a house renovation and we haven't used the membership since April, and we're not in a position to pay $100 for back months of services we never used, and reminded him that there is no contract that we are bound to, he said that when I signed for membership it stipulates they charge accounts whether used or not he is unable, UNABLE, to make any changes in the system until my balance is brought to zero. Add'lly, he would not close my account until I paid up. This, in my book, is an example of predatory practices.

  Customer Answer

  Date: 06/17/2024

  I would like to add for clarification that the holding fee of $2 is only enacted for 4 months and then it auto reverts back to the membership fee of $21 per month. At the time in which my credit card was scammed, and had to be reissued by the bank, the membership fee had gone back up to $21 per month, which I understood and didn't have a problem with. But I had no idea that they would keep charging a discontinued card, especially since no product was consumed or services exchanged.

  Business Response

  Date: 06/18/2024

  Hello ******,

  Thank you for your message, your membership has been on a month to month basis since 02/2023 which means you were able to cancel with a 30day notice as long as your account is in good standing. Based on your message, you knew your account was past due and waiting on a new CC to come in, once your new card came in all that had to be done was pay the past due and your 30day and your cancellation would have been processed. Since the account was past due the system would not close out your account. 

  To rectify both accounts, you can contact the club ###-###-#### to rectify your accounts, we will waive the late fee's of $12.00 per account and the 30day requirement, just need to pay the past due and both accounts will be cancelled effective immediately.

  Thank you,

  Club24

  Customer Answer

  Date: 07/01/2024

  Dear BBB,

  I was away on a planned vacation out of the country and was unable to reply. If was allowed to respond I would add that we paid our bill as we had no other choice. However, the phone calls have not stopped. I get 4 sometimes 5, 6 calls a day to pay my bill. I will not go there again. 

  Sincerely,

  ****** ***

  Business Response

  Date: 07/02/2024

  Both memberships ****** and **** have paid in full and have both been cancelled effective immediately. 

  Thank you,

  Club24 Concept Gyms

• Initial Complaint

  Date:06/11/2024

  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 been trying to cancel this membership for the past 3 months but they keep giving me the run around and charging my credit card. this business makes it imposable to cancel. they keep responding to put it on hold where i have multiple communications to cancel. they drag it so they can charge it. now that i put a hold on my credit card now they are harassing me to pay it. how can a member cancel their membership successfully at this business?

  Business Response

  Date: 06/11/2024

  Hello *****,

  We see your request to cancel was 04/11/24 with your required 30day to cancel would bring you to 05/11/24. We see under your invoices you charged back your 04/08/24 payment and your 04/23/24 payment both at $10.61 which put your account in past due. If the 30day $21.22 was paid you would have been cancelled for 05/11/24, due to this the membership will not cancel out with a past due balance. 

  If you pay the $21.22 that you received back from your bank, that will be your 30 day required amount, we then can proceed with cancel and remove all the pending past dues on your account. Also all charge backs have a $20 fee added, we will waive the $40 in fees, otherwise the system will send the account to collections. 

  Thank you,

  Club24 Concept Gyms