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:07/24/2023

  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.

  In January 2022 I discovered that fees for the Club 24 membership I had canceled in 2020 via certified mail were still being charged to my credit card so I stopped in person at the ********** ** location to cancel. At the time, I asked if they could find my previous cancellation paperwork and was told someone would get back to me. I have incurred over $440.00 of overcharges and have the CERTIFIED MAIL RECEIPT dated 4/16/2020 as well as credit card statements from July 2020 through February, 2022 showing the $8.51 per week charges. When no one from the Club contacted me, I emailed Club 24 several times. I have contacted them in writing (certified mail) with the aforementioned documents as proof and have not heard a word. I am hoping to attach copies of these to this complaint in order to get my money back. I would appreciate your help in rectifying the matter. Thank you.

  Business Response

  Date: 07/31/2023

  Hello,

  Thank you for reaching out and providing the receipt of certified letter. We are reaching out to our billing dept. to have them process a full refund from 07/02/2020 - last payment taken on 02/10/2022, please allow 3 - 5 business days to see this back in your account. 

  Thank you,

  Club24Concept Gyms

  Customer Answer

  Date: 08/11/2023

  Dear BBB:

  This matter has been resolved 100% to my satisfaction. Thank you so much! Club 24 was very responsive and your intervention really helped.  Thanks to all parties involved.

  **** **

• Initial Complaint

  Date:07/10/2023

  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 am paying for a Club24 Gym membership for both me and my daughter and I have contacted this gym repeatedly by telephone and email to discontinue these memberships. My daughter passed away suddenly and I moved out of *********** more than a year ago. It is devastating to have these biweekly charges continue to be auto-drafted from my account. When I called the gym the manager was unavailable and the staff were incredibly rude. I explained that I no longer live there, that my child is no longer alive, that I don't want to keep paying for these services, and they said I had to go to the gym to cancel the membership. This isn't right. Also, I signed us up for these memberships in 2018, so the one-year membership agreement I signed up for is long expired.

  Business Response

  Date: 07/10/2023

  Hello *******,

  Let me start with we are soo very sorry for the loss of your daughter ******. I have gone in and cancelled out your membership effective immediately. I see your daughters membership was cancelled on 02/11/2023. Understanding you have moved out of state, we will use this as your cancel request. 

  Sincerely,

  Barbara,

  Club24 Concept Gyms

   

   

  Customer Answer

  Date: 07/10/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:01/26/2023

  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.

  On August 1, 2022, I joined the Club 24 Concept Gym, *** **** **** *** *********** *** *****. The manager, Isaiah *** (last name unknown), explained that I could pay a monthly fee and there was no contractual obligation, as stated all throughout their website and advertising. He stated I could cancel the membership anytime. I returned four days later on August 5, 2022, when my twenty-nine years in law enforcement told me this was a scam. I tried to cancel the "No Contract Contract" membership. The Club manager, Isaiah, told me I could NOT cancel this "No Contract Contract" until the end of the month, four weeks later. He told me to wait until the last week of the month. Now, this is really suspicious. I sent a certified letter requesting the cancelation three weeks later. He refused to cancel my membership! I went down there, he still refused. My guess is he must get a huge commission on each membership he gets. I sent two certified letters, more phone calls, visits, and also two certified letters and phone calls to Michael M*******, the General Manager in the *********** Club 24 gym. M******* refused to help me and told me to talk to Isaiah, who became completely incorrigible. Now, six months later, I learned they kept charging me and say I now owe $169.32 plus. Moreover, he sent a non-payment report of the fraudulent charges to the credit bureaus and completely ruined my good credit! Can you beleive this? This is fraud, a complete lie, and a classic "bait and switch!" Please investigate these Illegal and fake "no contract contract" business practices and stop them immediately! I have attached all the letters to the ********** and *********** Club 24s, plus the certified letter receipts.

  Business Response

  Date: 01/26/2023

  Hello *******,

  All memberships require a 30 day cancel, you were not in contract but no membership cancels out effective immediately unless 3 day cancel or for medical. All you would have to have paid was the 30 day $21.22 and you would have been cancelled out. Without this being paid the system will continue to bill you. WE can certainly rectify this once the $21.22 is paid. 

  Thank you,

  Club24

  Customer Answer

  Date: 02/01/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Customer Answer

  Date: 02/07/2023

  ****, you sent me an email that Club 24 offered me a resolution of $21.22, and this matter will be closed. I accepted the offer and just returned from the Post Office from mailing another certified check, now over $40.00 for certified mail to them. As soon as I got home, Isaiah called me and said I owed $40.00 plus dollars. What is going on? He is still harassing me saying IN MY FIRST MONTH, I was BEHIND in payments when the first month is free! How could that be?

   

  I joined on August 1st, 2022. I tried to cancel on August 5th, but he refused to allow me. He told me I had to wait 30 days, thereby incurring $10.61. I sent a certified letter of cancelation that was received there on August 26th. After several certified letters, phone calls, and walk-ins, he still refused to allow me to cancel. I rescind my acceptance. Help me get this resolved. This is fraud and harassment.

  Business Response

  Date: 02/07/2023

  Hello,

  there was a glitch in the system. Your payment will be processed for 21.22 to be fully cancelled out 

  Customer Answer

  Date: 02/08/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:10/04/2022

  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 have had a gym membership with club 24 for I would say over a year now. I found out 4 months ago I was pregnant and 2 months ago I called to cancel my gym membership over the phone. They never told me that was a problem it was fine. I kept getting phone calls I owed money but I canceled it so I figured it was in error. They kept calling. Finally my mother called the store and talked with someone who said they would take care of it. Thinking everything was done I ignored the next few calls. It's been 3 weeks now and I'm still getting calls over my membership. Because I'm constantly sick being pregnant my mother called them again. This time they said they could not cancel it over the phone and would need me to come in or write something and mail it. But they refuse to take the past due balance off my account. I told them I would come in and cancel however I will not pay the past due amount because their employees messed up not only once but 2 times. I did inquire o line to a Facebook group asking if anyone else has had problems with this company. Being I'm pregnant I was just curious if it was just me even though my mother called and got the same thing. No it's not just me there were only 3 people that that got told the right information out of about 20. One of which is also filing a complaint for the same reason I am. All I want is my account canceled which i will be going in to do and cleared of charges they can see on record I have not used my membership for months on end. I feel that they hold you financially hostage because you are not told the right information then they tell you the right information but still expect to get paid. This is not right. I appreciate the fact that they defend their workers but the workers are in the wrong besides the manager who spoke with my mother last. She's the only one who gave the correct information.

  Business Response

  Date: 10/04/2022

  Hello ******, 

  Club24 does not take verbal cancellations, that is any ones word against another's. Everything must be in writing so there is written documentation of cancel. After looking at your account, we see there is a late fee of $3.00 which we will waive as well as the 30 day notice and use this email as your written request of cancel. All that would need to be paid to close the account would be the 2 past due invoices of $12.74 each. 

  Our cancel policy has been the same since the day we opened which is either stop in the club and sign cancel doc or send your cancel request in writing via mail. 

  Thank you,

  Club24 Concept Gyms

• Initial Complaint

  Date:08/30/2022

  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 had an issue with cancellation of my club 24 membership over two years ago. They had continually unbeknownst to me charged my *** account after I canceled my membership due to Covid and being high risk. They restored my membership without my knowledge or consent about the time I was diagnosed with breast cancer. It wasn’t until I tried using my *** and found it empty of money I became aware and called them. They said I had rejoined which I didn’t. They immediately put me into their collection department and I was harassed several times a day while going through cancer treatment. I took them to small claims to get my money back and won. Now they won’t pay the judgment leaving me to file more motions to garnish their bank accounts. This is a nightmare on top of a nightmare.

  Business Response

  Date: 09/13/2022

  We apologize for the delay, thought this was answered. There was a check mailed out for the membership. 

  Thank you,

  Club24

• Initial Complaint

  Date:08/29/2022

  Type:Order 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.

  In June 2022 my 17 YO daughter went to Club 24 with her older brother who is a member, she wanted to try it out and possibly enroll. The manager, Mike, would not let her use the facilities unless she registered. She is a student and only home for the summer. She called me from the gym to see if I would enroll her, I stated only if this can be cancelled because you go back to school. She stated the manager said she could cancel anytime. I supposed technically that is true but not without a large cancellation fee. When I went to the gym in person to cancel at the end of August I was told I was still within contract and could not without paying nearly $90. He stated it would be cheaper to let the contract run out. I stated I never signed anything, I never agreed to this. They told my 17 YO daughter it could be cancelled anytime. VERY DECEPTIVE. He went on to talk about the freezing the account for 4 months. I said fine, left the property and within 12 hours decided I did not want to do any further business with this company. I left a message to unfreeze and let it run out. Then BOOM another 50 charge to my CC. I am disputing this with my credit card company. This is very unethical and deceptive. I have two other children who belong and will be sending certified letters to cancel and not renew. Seeing the other complaints below makes me further concerned this will become an even bigger issue.

  Business Response

  Date: 08/29/2022

  Hi *******, 

  Thank you for reaching out to us. Your daughter signed up on 6/14/22 for a online promotion which was join for 1 penny and get your first 6 weeks free,  It was also only a 4 month agreement. Your daughter also regularly used the club 6/14, 7/20, 7/29, 7/30, 8/1, 8/2, and 8/4. 

  On August 24, 2022 Your daughter emailed us on our website stating, I need to cancel my membership please. Returning to school and will not be around. How do I go about doing this. You are charging me 10.61 every 2 weeks. Please cancel my membership ASAP. Thank you."

  We replied to her email stating, "Your membership is currently still within its agreement term so a cancelation can not take place without your signature and a courtesy buyout. What I'm going to do for you is put you on our school freeze which will come unfrozen once you come back for winter break. This way you won't have to resign up in the winter and next summer as well! Would you like us to put you on freeze for the next 4 months?"

  On August 27th, you came into the location informing us of "Mom came in trying to cancel daughters account. She said her daughter took her card and signed herself up online without her permission. Told her she would have to continue the agreement period or pay courtesy buy out. Froze until she can figure out what she wants to do"

  On August 27th, another email was sent to us. "Hi. Thank you. In thinking about this further I would just like to let contract run out. My apologies but this will just add .75 cents a week on top the contacted time. I just want this over and my credit card to be free of charges from Club24. When specifically can I reach out to request the contract be terminated after the 4 months - Can I say that now or do I need to reach out again? When will the last deduction to my credit card be? Please unfreeze and let it run out." 

  We replied, "$47.86 is the yearly club enhancement fee which is bill 60 days from join date and is 1x a year.
  You can set your membership to cancel on its anniversary date which would be 10/14/22 and you would be responsible for all membership payments until that date.
  To set your cancellation on your anniversary date you can either stop by the location and sign the cancellation tablet."

  You sent us a reply to the message, "Thank you for your response. I am disputing the charge with my CC company and I have contacted the BBB. You will receive certified letters requesting cancellation for all three of my children this coming week. I will retain a copy for my records."

  We replied, "Yesterday 8/27/22 you came into the location and we have noted ******* account "Mom came in trying to cancel daughters account. She said her daughter took her card and signed herself up online without her permission. Told her she would have to continue the agreement period or pay courtesy buy out. Froze until she can figure out what she wants to do"
  We have the agreement signed from her using your credit card. If that is the case you can file a police report with the police station to note that your daughter stole your credit card.
  Your daughter is responsible for the payments to her agreement and if we received disputed payments the account will receive chargeback fees for each dispute.
  This will make the account go past due and unfortunately land in collection status after an amount of days.
  Thank you"

  After further conversations you answered that you would be rectifying the remaining balance to get the account closed per the instructions. 

  As you can see we keep detailed information for all members so no issues come upon and always follow up with the agreements signed etc. 

  Thank you

  Club 24 Gyms

  Customer Answer

  Date: 08/29/2022

  
  
  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.
  

  With exceptions - 

  1- I NEVER said my daughter used my card without permission. So your "extensive notes" are not accurate.  And if I read the other complaints there seems to be a series of inaccuracies noted by others.  My daughter was physically at the gym and I was at home, she wanted to check the place out and you would not let her unless I registered her. 

  2- I was going to pay the courtesy buyout but was told letting the contract run out would be the more cost effective route.  The person I spoke to had to have known another charge of about 50 dollars would hit my account the next day and they never said a thing.  If I knew the difference was less than 10 dollars I would have opted to settle right there. Not mentioning that escalated the situation.  

  3 - I had a sent an email to BBB telling them to withdraw the compliant before I got your response.  I had time to settle down and realize this your living and times must have been hard with COVID and to come to grips with my negligence in this matter.  I took my daughters word for cancel anytime and I should have read everything more carefully.  A nice reminder to be more careful - and a learning experience for my daughter. 

  4- A sent a certified letter today requesting cancellation for my daughters membership on the first available date without penalty.  Please respond via email once you get this.  If what you said is correct I will see 3 more bi-weekly charges of 10.26 and then will be done with your gym.

  Good luck in the future.

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

   

  
  
  
  
  Sincerely,
  
  
  
  ******* *******