Complaints

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

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Club 24 has 7 locations, listed below.

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  Club 24

  2411 S Union St Kennewick, WA 99338-2271

• 

  Club 24

  394 Gage Blvd Richland, WA 99352

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  Club 24

  275 N Gap Rd Prosser, WA 99350-9547

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  Club 24

  5250 Outlet Dr Pasco, WA 99301

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  Club 24

  4850 Paradise Way West Richland, WA 99353

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:01/30/2024

  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.

  Since signing up for the gym membership, we have not had complete access due to card machine failure. When my husband and I attempted to speak with someone at the gym, no one was available to us. We called and left numerous valid email messages and no one called back. We tried several times within the first 30 days to cancel the membership but I was told that we could not get out of the contract. I signed my husband and myself up on one contract but Club 24 split the contracts so that they could charge us twice and get double the cleaning fee and annual fee. We have exhausted all avenues in attempts for contact, up to and including ********* The response that we received was basically to wait and someone from Club 24 will contact us. That has not happened yet.

  Business Response

  Date: 01/31/2024

  Dear Better Business Bureau,
  I hope this letter finds you well. We are writing to address the complaint filed against our company, Club 24, by *********************************, regarding her gym membership - which also included her husband.
  Firstly, we would like to express our sincere regret that ******** has felt compelled to file a complaint against us. We take customer satisfaction seriously and always strive to provide the best service possible. We appreciate the opportunity to respond to the concerns raised by the customer.
  

  Upon investigating the matter, we have gathered detailed documentation regarding the interaction with ********. It is important to note that ******** signed up for a couple's membership during our annual one-day sale, where all transactions were conducted online.
  

  One of the main issues appears to be the removal of ******** from the membership due to a doctor's note - in which we did regardless of her non payment for the month of January. Our records indicate that this action was taken in accordance with our policies and procedures. We understand that such decisions can be challenging, and we always aim to handle them with sensitivity and fairness.
  

  Furthermore, it has come to our attention that ********'s husband has not made any payments for his gym membership, which is still under contract. We acknowledge the outstanding balance and are committed to working with ********'s husband to find a resolution that satisfies both parties.

  We would also like to highlight that our office hours are clearly outlined in our communication materials and on our website. We regret any confusion that *** have arisen from this, and we are taking steps to ensure that such information is easily accessible to all our members.
  

  In response to ********'s concerns, our management team engaged in a thorough conversation with her and her husband through both phone and email. We have diligently documented all correspondence to ensure transparency in our communication and decision-making processes.

  We value our customers and are open to any suggestions or solutions that *** lead to a satisfactory resolution for ********. We remain committed to addressing their concerns in a fair and timely manner.
  Please do not hesitate to contact us if you require any additional information or documentation related to this matter. We appreciate your attention to this issue and thank you for your assistance in facilitating a resolution.

  Customer Answer

  Date: 01/31/2024

  Please note that there was no staff available during the times listed AND no one ever contacted my husband to attempt to resolve this matter. It was not until I sent this complaint to BBB that I even received a call from the Manager. We have been making attempts since the day we signed up to cancel the contract. The contract was not what was listed online regarding sign up fee or monthly payment. Also, the contract listed another payment but for each of us, instead of as a couple. So, *** does not owe because we never used the services and tried everything to stop the processing of the contract starting within 24 hours of it being active. All we want is to cancel the membership and be done with this establishment.