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24Hour Fitness USA Inc

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Phone: (800) 432-6348 Fax: (760) 710-0284 View Additional Phone Numbers PO Box 2689, Carlsbad, CA 92018 http://www.24hourfitness.com

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Description

This company offers health and fitness services.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that 24Hour Fitness USA Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for 24Hour Fitness USA Inc include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 769 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

769 complaints closed with BBB in last 3 years | 232 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 46
Billing/Collection Issues 184
Delivery Issues 6
Guarantee/Warranty Issues 4
Problems with Product/Service 529
Total Closed Complaints 769

Customer Reviews Summary Read customer reviews

3 Customer Reviews on 24Hour Fitness USA Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 3

Additional Information

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BBB file opened: November 19, 1996 Business started: 06/13/1983 in CA Business incorporated: 06/13/1983 in CA
Type of Entity

Corporation

Business Management
Ms. Shelia Wilson
Contact Information
Customer Contact: Ms. Gina Baxter, Member Care Supervisor
Principal: Ms. Shelia Wilson
Number of Employees

18,000

Business Category

Health Clubs

Alternate Business Names
24 Fitness Sports Club 24 Hour Fitness
Industry Tips
Health Club Memberships

Additional Locations

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (800) 432-6348(Phone)
  • (888) 243-5002(Phone)
  • (909) 247-7783(Phone)
  • (909) 653-7100(Phone)
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Complaint Detail(s)

9/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have two aspects to my complaint regarding the Kids Club Service I pay monthly for: 1.) I am very often turned away from the Kids Club because they are "full". The real issue here is that they have inadequate staffing to handle the number of kids that are dropped off for service. It's happened ten or more times in the past few months at various locations, but the ****** and ****** location is the biggest offender.

 In addition to not getting the Kids Club service I pay monthly for, I am also not able to use my gym membership as often as I'd like to because I can't exercise if I have no place to drop off my kids. 2.) When I signed up for the Kids Club service on 9/26/12, I was told I had to choose one location to use the services at, despite the fact that I have an All-Club Sport membership. For a year and a half, I limited myself to going to this one location with limited hours and who was often "full" and unable to watch my kids on the days I wanted to work out. Eventually, an employee at another club informed me that I could go to any Kids Club at any location within my gym membership and that I was not just limited to the location at ****** and ******. So for the first 18 months of my Kids Club service, I was not using it to my full advantage and often skipped or had short workouts because the Kids Club I thought I was limited to was closed.

Desired Settlement: I want the management to adequately staff the Kids Club so that I can use the services that I'm paying for, and if I am turned away because they're "full", I want a credit on my billing statement each time I'm turned away.

Business Response:

Dear *** ******,

We have thoroughly reviewed your comments filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that the local Club Manager has attempted to contact you in follow up to your concern; however they are unable to reach you to discuss this matter.  At your earliest convenience, please contact the Club Manager by calling the phone number provided in their voice mails for further assistance.

Once again, we thank you for your feedback and appreciate your patience while resolving this matter.

Yours in Fitness, 


24 Hour Fitness Worldwide, Inc.
Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a member of 24 hour fitness since September 17, 1996. My membership number is **********. I have a lifetime membership and I only pay $28.80/year. In September 2012, I was not sent a bill for my membership renewal as I believe the company wanted to cancel my membership as it was no longer favorable to their corporate model. After being charged $103.80, my membership was renewed September 14, 2012. I proceeded to pay my bill on time for renewal September 14, 2013 and my next renewal is September 14, 2014. Despite adhering to all of my membership requirements, my membership was cancelled and once again as in 2012 I was not notified via mail or email that my membership was cancelled. It appears that 24 hour fitness is trying to fraudulently cancel my membership and despite contacting them and submitting all supporting documentation both via fax and email, 24 hour fitness has failed to restore my membership.

Desired Settlement: I would like 24 hour fitness to honor and restore my contract and for me 2 receive 2 years of membership free ($28.80/year) as my membership has not been active despite my paying the fees as directed. In addition, I would like to continue to pay $28.80/year as this is 24 hour finess' contractual obligation.

Business Response: Dear Mr. *****,

We have received a copy of your comments that were filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by our office.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused and thank you for your valued business.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have emails dated over one year ago regarding faulty or broken equipment, as well as a sanitary issue. The facility is dirty and it can be early in the morning or late at night the facility is always a mess. Members don't bother to wipe equipment down and the employees do not enforce the policy or wipe equipment down. Numerous mirrors throughout the gym are cracked it started with one in November time frame of 2012 to this day the mirror is still broken along with others. The rates continue to increase and the facilities are not improving. I have yet to receive a call from Management or see a resolution. I received an email from the Club Manager who is no longer there and he didn't do much to fix the problem. I can forward the emails and pictures I have of the facility

Desired Settlement: . I do not want any complimentary offers, I just feel the facility needs to be repaired and they need to stop increasing their rates if they can't make minor repairs especially when they have a 4000sf new facility opening up 6 miles away!

Business Response: Dear Ms. *******,

We have received and thoroughly
reviewed your letter that was filed with the Better Business Bureau and sincerely apologize for any inconvenience this may have caused.

Unfortunately we are unable to reach you by phone to discuss this matter.  At your earliest convenience, please contact us by calling the phone number provided in the voice-mails left for you by the new local Club Manager.

We thank you in advance for your time and patience in resolving this matter and look forward to speaking with you soon.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was exiting the gym. I was on the ground level. There is an exit downstairs that was propped open with a garbage can by one of the janitors. I exited and the janitor came up to me and said " are you dumb, you cannot read! STUPID" I told him yes i can read but the door was open to the point where you couldn't read the sign that said "alarm will sound if door is open." I explained to him that regardless the door was already opened and no alarm sounded and you can't read the sign from the inside if he has the door that open. He continued and called me a "Stupid ***** He sat there and belittled me! Clearly employees do not value who supports and keeps them with jobs

Desired Settlement: Explaination of his action

Business Response: Dear Ms. ******,

We have received and thoroughly reviewed your comments filed with the Better Business Bureau. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern was resolved by the local Club Manager. Should you have any further questions or concerns regarding this matter, please contact the Club Manager directly for assistance.

Once again, we apologize for any inconvenience that this may have caused and thank you for being a member.

Promoting Health and Fitness,
24 Hour Fitness Corporate


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my membership with 24 hour fitness several months ago. i just realized that they have not stoped getting money from my checking account. I went and talk to a customer service lady yesterday named last name ******. She said that they have record that I cancelled back in april and she was going to talk to her supervisor today. my bank suggested clossing my bank account. I don't think is good bussiness to have so much trouble over a simple membership cancellation.

Desired Settlement: get this thing resolved. and get my money back.

Business Response: Dear Mr. *****,

We have received a copy of your comments that were filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by our office.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused and wish you continued success with your future fitness endeavors.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my membership account in 10/26/2012 and in 06/26/2013 the 24 hour fitness went in to my bank account and start charging me the membership fees. I am a computer literate, I never check my account online and at the bank because I know who comes to my account plus I am a 67 year old man.

Desired Settlement: The business did not have the responsibility to admit that the account was closed and I never used the account again.

Business Response: Dear *** ******

We have received a copy of your comments that were filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by our office.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused and wish you continued success with your future fitness endeavors.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[the reason why i did not agree to the business solution because the business stated that thier employees solve the issue which is not true. I request for a refund of unauthorized transactions to be mailed to me to **** * ****** ** *** ** ******* ** ***** which is my new mailing address. I did not receive any refund check.]

Regards,

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



Business Response:

Dear *** ******

Thank you for your response. 

Our records indicate that you were contacted by a Member Care Specialist in response to the additional comments you provided the Better Business Bureau, and your concern has been resolved by our office. 

Should you have any further questions or concerns regarding this matter, please let us know. 

Once again, we apologize for any inconvenience that this may have caused and thank you for your patience while resolving this matter.

Promoting Health and Fitness,
24 Hour Fitness Corporate

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received from a friend who is a member at this gym a free 3 day trial. I registered for it and read the fine print and nowhere did it state that there were any fees or that the customer had to sign up for the memebership or had to pay a daily rate. When I went to the gym they did not listen to anything I told them and repeatedly hassled me to sign up. I asked can I just try the 3 days and then decide and was told yes but then they kept asking me which memebership I wanted. The man then brought in someone who he said was a manager who then repeatedly told me that it's not free. I showed him the email and read him the terms and conditions and he told me its just not in the fine print, but it's a trial to join and I can pay $20 a day to work out and so I asked him what the 3 free days were for. I was told it doesn't mean anything that it is only to get people to come check out the gym and join. I told him this was false advertising and then he started getting defensive and then after telling me that it's not false, asked if I wanted to join being rude and very pushy. I told him that I would like to work out and that they were not doing a good job at trying to make a sale by continuely pressuring me. They then said they're not trying to make a sale and that they are not salesmen, then asked so what are we going to do and I said I'm not going to pay $20 to work out when I have a voucher code stating I have 3 free days and that they won't acknowledge it. The "manager" then said great well I guess where done here then left.

Desired Settlement: I would like them to acknowledge that I received a free 3 days to work out at their gym with no where on the fine print does it say "... Though fees may apply". At a minimum I would like those 3 days for free. I was very dissatisfied with the customer service and multiple times they would not listen to me I corrected them more than 3 times on my own information that I told them and they had in their system. It was a waste of my time and felt harassed. These employees should be talked to about customer service and their policies and compensating for "misinterpreted" coupons and promotions. If they would like to be generous enough to give me 1 month free with no pressuring me to purchase a membership I might consider joining. Otherwise I will not ever go there again and will deter others the same when asked for feedback about the gym.

Business Response:

Dear Mr. *****,

Thank you for your correspondence.  We have thoroughly reviewed your comments filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We take feedback from our members very seriously and sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

We would like the opportunity to speak with you regarding your concern; however the phone number you provided in your correspondence is not valid. At your earliest convenience, please respond with your phone number so we can contact you.

Once again, we apologize for any inconvenience that this may have caused and look forward to speaking with you soon.

Yours in Fitness,
24 Hour Fitness Corporate Office

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a member of 24Hour Fitness for many years. In 2006, when I went to use the club after I had not been there for many months, I was told that my membership had expired due to non-payment. I had moved from Northern California to Southern California and hadn't received a bill in the mail requesting payment. I assumed the move was the cause. When I asked to pay the late payments and re-instate the agreement, I was told that wasn't possible and I had to start a new membership. In 2006, I then paid $583.87 for a 36 month agreement. After the 36 months, I would pay $99 a year to maintain my membership. Last year, I also upgraded my membership so that I could go to the gym by my home. I was having $19.99/month taken directly from my account for that upgrade. The membership for this year was due in June. I had forgotten about it. I went onto the website and paid the $99. I noticed that the upgraded agreement had been cancelled. Likely due to non-payment of the yearly fee. I have called the company and also updated this. My complaint is that I have not received a notice in the mail or by e-mail that my yearly payment was due. My contact information that 24 Hour Fitness has is current on my account. I have no doubt that if I had waited and not paid the yearly fee, my contract would have been cancelled. I would once again be forced to pay a new membership fee and start a new yearly agreement. That amount would add up to more than $99/year with the "initiation fees". I have not used the club in several month. I do plan to do so. That however is not the point. I feel that 24 Hour Fitness should, before cancelling a membership, be obligated to contact the membesr that the fees are due.

Desired Settlement: I would like 24 Hour Fitness to honor their agreements. To contact their members when payment is due. I would like the Better Business Bureau to look into their practices and if found to be at fault, that 24 Hour Fitness should have to pay a fine and change their practices. Looking back, I paid $583.87 for 3 years. That is $286.87 more than I would have paid had my previous membership been reinstated. If this is happening to more members, then how much is 24 Hour Fitness really collecting from this practice?

Business Response: Dear Ms. ****,

We have received and thoroughly
reviewed your comments filed with the Better Business Bureau and sincerely apologize for any inconvenience this may have caused.

Unfortunately we are unable to reach you by phone to discuss this matter.  At your earliest convenience, please contact our office by calling the phone number provided in the voice-mails left for you by our Member Care Specialist.

We thank you in advance for your time and patience in resolving this matter and look forward to speaking with you soon.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Today I experienced one of the most grotesque things I have ever seen in my life. I went into the locker room after my workout to take a shower like I do almost every day. I went to the stall that I normally go to and noticed the shower was running but no one was in it. I proceeded to open the door to turn off the water. When I opened the door I found human feces on the ground in the shower with hot water running. I had noticed a terrible smell when I first came in but I figured it was the normal terrible smell that the locker room and bathroom often emit. I can begin to describe the sheer horror I felt when I saw human poop on the ground! It almost seems unreal. I took a quick shower in another stall and got changed. I went to the manager to report it, and in all fairness he was polite and just as shocked as I was. This club is commonly dirty at almost any hour of the day however. I have had many incidents here that have left me with a bad feeling.

Desired Settlement: I just want the facilities to be improved, for management to actually be accountable and keep this place clean. People continuously do the most disgusting things at this gym while someone just sits at the front desk on their phone doing absolutely nothing about it. It takes someone to get really angry for anything to get done.

Business Response: Dear *** ********,

We have received a copy of your comments that were filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by the local Club Manager.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused and thank you for your valued business.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Went in on December 23, 2013 to ask for pricing for memberships at the ******** ** 24 hour fitness. Me and my sister thought this would be a good Christmas present for our mother, but because we know that she sometimes tends to not follow through on memberships, so we ask if we could try the membership for 2 months. They signed us up for a month- to month plan, but i believe the plan was only for two months. Two months passed, my mother barely used the membership in those two months. I did not know or was told that I had to cancel after those 2 months. July 4, 2014 check my statement online, didn't check my statement in the last 3-4 months or I would have noticed this, that 24 hour fitness has been charging me 39.99 for 4 months, my mom obviously has not been going to the fitness center. Called July 7, 2014 and was told that i could only be refunded $23, instead of $159.96 I should be getting back. Person on the phone practically told me it was my own fault for not reading the contract,and it being a month-month contract and that i had to cancel. I understand i made the mistake of not looking at the contract but, i should still be able to get that refunded back, because obviously the employees were not clear on that i had to cancel after 2 months.

Desired Settlement: I would like to be refunded $159.96 on my credit card.

Business Response: Dear *** *******

We have received a copy of your comments that were filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by our office.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused and wish you continued success with your future fitness endeavors.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I joined the gym December '13. I changed gyms due to time and flexibility. I am disappointed at the cleanliness of the facility, including the bathroom, showers etc. I am also frustrated that the equipment is out of service. A lot of times equipment will be out of services for weeks, months etc. My biggest complaint is the women's restroom. For the past two weeks the bathroom has a really bad sewer smell. This is not the first time I have dealt with the smell, but I believe this is the longest time with no resolution in sight. One of the toilets in the back seems to be not working and I believe that is the smell. There is a note on there out of service. The smell is so bad I can no longer get ready for my day there. Today the smell made me so nauseous that I left early. No one up front seems to have any answers except I don't know. The manager has been called but still no resolution. The facility is filthy. If it were inspected my speculation is that it would not pass. The bathroom is always dirty. Trash, water bottles, sanitary napkins, bloody ones just laying by the scale. Told the girl upfront and she acted as if she didn't want to do anything. Stalls dirty, no toilet paper, no seat covers nothing. The showers are so dirty goodness if you forget your shower shoes. No soap in dispensers. Floors are dirty. I never seen anyone cleaning or even a cleaning service. The sauna is dirty, the wood paneling is coming apart they have tried to repair it by nailing it back together my kids could do a better job. The floors are cracked. The list goes on. There is food, gum etc. in between the wood paneling of the bench we sit on. the steam room is no better. It's even worse because of the steam. Floors are grimy and slippery and the are also cracked. I have complained to a gentleman up front regarding the bushes outside. They are too high. It is a serious hazard and a blind spot. I almost had a collision with another vehicle. Can't see over bushes. Product_Or_Service: Gym membership

Desired Settlement: DesiredSettlementID: Refund They should refund due to poor services that are not being fulfilled. Most importantly they need to clean the place up. They need to take care of the facility and show that they care. This is a matter of health. Working out is a lifestyle and right now they are interfering. Absolutely I can go somewhere else. But in the meantime, they need to take control of their facility address the staff and get things in order. They should be closed down by gym standards and what

Business Response: Dear Ms. *******,

We have received a copy of your comments that were filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by the local Club Manager.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused and thank you for your valued business.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/15/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My son cancelled his membership to 24 Hour Fitness over three years ago. He was 18 years old at the time. I know he cancelled because we went in person to cancel. We visited the 24 Hour Fitness branch to cancel May to early June, 2011. I remember the visit distinctly because the interior of the building was dark, loud, and smelled. The credit card that has been charged the monthly fees is my husband's and yes, he should have noticed. The membership number is ******* and was given to me by a very helpful gentleman, ***** ****** on July 20, 2014.

Desired Settlement: Refund membership fees since June 2011.

Business Response: Dear *** ************

We have received a copy of your comments that were filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by our office.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused and wish you continued success with your future fitness endeavors.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company has repeatedly called my cell phone asking for someone who I don't know. 5 times I have taken the time to follow their idiotic prompts to reply that the person by the name of ***** ******** does not own this phone or phone number, and that I have no idea who it is. Each time the operator tells me they will remove my number from their record, but inevitably a week later, I get another phone call. This is ridiculous! This company needs to follow-through in removing people who notify them they are calling the wrong number.

Desired Settlement: I just want to never hear from this company again. I am not a member, will now never become a member, and would happy of they were restricted from any kind of outbound automated calling.

Business Response: Dear Ms. ********,

We have received a copy of your comments that were filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by our office.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused and thank you for your patience while resolving this matter.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Where do I even start? 24 hour super sport in Glendale, CA is the most horrible place to work out. The most disgusting, unethical, unprofessional and ghetto stuff working with customers. They treat people like animals and have no professional manners. When you speak with the employees at this location it seems like you are dealing with drag dealer or gang member. Such a horrible verbiage is being used !!!

Desired Settlement: They messed up my account and there is no way to get hold of anyone. 800 number is always busy and the ghetto crew in Glendale is terrifying to deal with. Appropriate proof will be provided per request. Please call me at the number provided from Executive office for further discussion.

Business Response: Dear Mr. *****,

We have received a copy of your comments that were filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that a Member Care Specialist from our office has contacted you regarding your feedback and is working with you towards a solution to your concern.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused and thank you for your valued business.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My doctor wrote a letter stating that my service dog can travel with me. ****** and **** were dishonest and practiced terribly offensive customer service today. A service dog can go anywhere with its owner. They rushed me, refused to take the phone number of the issuing doctor. This facility is known for overnight *********** is often dirty and the customer service reps and trainers are demeaning, lazy, condescending and careless. ****** threatened that if I continued to complain I would be in danger of losing my equal rights to a service dog and the membership which my insurance pays for. Someone lied and said that I took my 8 week old dog in training to the shower. This was a lie, and even do she is a Maltease and causes no allergic responses, especially on her stroller. ****** has always been rude to me as was **** on this day. I have also been sexually assaulted in that bathroom on more than one occasion. I feel he is on a power kick.

Desired Settlement: I desire an apology and possibly a reconsideration of employee training or hiring. The staff makes me hate going to the gym. If people would mind their own business and tend to their own children in strollers or service dogs or in my case, ask before aggressively attempting sexual activity, it would be appreciated. The club does not offer towels and they should. The other 24 Hour Fitness' do offer this. I prefer ** ******** Third shift at 24 Hour Fitness is mostly nothing, just an employee working out alone collecting money. ****** intimidates me and I feel he is involved in a racial scheme. He has always been rude to me with demeaning eyes and bad attitude. An apology would be appreciated at the least and mutual respect. They caused me and the puppy to have rapid heart beat and trembling. I was worried about the dog, afterwards. She shook terribly for about 15 minutes. I was concerned he had caused 8 week old Isabella a heart trouble or trauma, as he did me. He is haughty, disrespectful and not worthy of that easy job. Often, there is no toilet paper in the men's room: bad facility, bad customer service. Even women from my church have experienced this ignoring of their requests or needs by staff at this location, ***** ****** and ******* *******. I served as a caregiver at my local church and hold a security guard license. The staff is lazy, greedy,prejudiced, arrogant and dishonest. I don't appreciate the lie. I'm a honest man. My reputation was insulted as were my rights.

Business Response: Dear *** *********

We have received and thoroughly
reviewed your comments filed with the Better Business Bureau regarding your local club. We sincerely apologize for any inconvenience this may have caused.

Unfortunately we are unable to reach you by phone to discuss this matter.  At your earliest convenience, please contact our office by calling the phone number provided in the voice-mails left for you by the local District Manager.

We thank you in advance for your time and patience in resolving this matter.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

******* of 24 Hour Fitness called and left a call back number and message on Friday, July 11, 2014. I returned his call to the number he provided. *** *** * ****. Each Team Member told me that he was at three different locations, and gave me other numbers to reach him. The first number he gave me was not the District Manager Number, but the number to the location with the rude, dishonest employees, ******, and ****. When I called, the staff said he was at the ******** Super Sport Location. I called there. The staff at ******** stated he was somewhere else, and would be in at 2 pm. I left my phone number with the reception at **** ***** Super Sport.

******* supposedly is the District manager and operates out of the ** ****** store. He did not attempt to return my call. How does one know if these are Certified trainers? District Managers knowledgeable of non biased and non prejudiced perspectives? How does one know if they are being discriminated against? How does a Security officer know, myself, that he is not being shunned so that illegal activity may take place?  Thanks for your time.

Regards,

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

Business Response:

Dear *** *********

Thank you for your response.

Our records indicate that, despite several attempts made by the local District Manager, we are still unable to reach you to discuss your concern.  It is imperative that we speak with you regarding this matter.  At your earliest convenience, please contact *** ****** by calling the phone number provided in his recent voice-mails.

Sincerely,
24 Hour Fitness Corporate

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I attempted to return the mans call at three different 24 Hour Fitness locations at which I left a message. The American Disabilities Act has laws which serve to protect those which have disabilities and/or Service/Companion Dogs. It is my opinion that I should be more respected by ****** and the staff at that location. They were and often have been rude, arrogant and disrespectful to me. I don't like being bullied to make someone else feel better. Neither does my 5.3 lb puppy in training. 


Regards,

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

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

8/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was a member at 24Hour Fitness in ******* in 2013 for four months. In Aug of 2013 I cancelled my membership with the club. Starting in January of 2014 they began billing me without my permission. I only recently caught the error and when I contacted them they refused to refund any of the unauthorized billing until now. This has totaled $255.54 of unauthorized billing on their part.

Desired Settlement: I would like a refund for the months that they were billing me when they weren't supposed to - again, totaling $255.54 in unauthorized billing.

Business Response: Dear *** ********

We have received a copy of your comments that were filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by our office.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused and wish you continued success with your future fitness endeavors.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

Consumer Response: This has been resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This club continuously has problem with its exercise machines, treadmills, other cardio equipment, cycles rooms, weight machines have equipment that is not working. Looks like it needs to be serviced regularly by professionals. Class music system was not working for almost two months. This was fixed, hopefully it will not be a problem in the future to the degree it was. There has been a constant problem with the cleanliness of the women's bathroom. The cleaning women don't use cleaning products to clean with sink properly. The showers aren't cleaned except the floors The showers have hard water stains on the glass that has been there for months some showers are starting to show black mold on the grout. Hair is constantly on the floors of the showers and areas where hair dryers are. They aren't cleaned regularly after classes. The sinks have hair in them around the sink drains. The toilets have had signs on the bathroom doors that the toilet is "Out of Service" This same sign has been there for months. Toilets leak leaving water puddles on the floor. Its a real health concern.

Desired Settlement: Repair the problems and stop pushing off fixing things have a clean area for women and men to use the services that they were told would be part of the member.

Business Response:

Dear Ms. ********,

We have thoroughly reviewed your comments filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that the local Club Manager has attempted to contact you in follow up to your concern; however they are unable to reach you to discuss this matter.  At your earliest convenience, please contact the Club Manager by calling the phone number they provided in their recent voice-mails.

Once again, we thank you for your feedback and appreciate your patience while resolving this matter.

Yours in Fitness, 
24 Hour Fitness Corporate

Consumer Response:

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For over 6 months, the womens locker room has had varying degrees of showers and toilets in the "out of order" status. June 28th at 9am was the last straw. shower handles on several showers are not working and have not been working properly for months. Toilets are slow flushing or not flushing at all. On Sat, there were only 2 showers working and the rest were pools of standing water, or the handles weren't working so we could use them. Now this is 2 showers for 30 women in a class to use. this matter has been brought to the management at the Santee gym numerous times with promises to correct the issues. The true issues have not been handled in a correct manner so that repeated complaints are not necessary. I attend classes there three times a week and this is not acceptable. It is a health issue when showers have large pools of standing water, water fixtures don't work and toilets don't flush. How many times do I have to complain to get this problem corrected? there were 30 very angry women in the pool on Sat.

Desired Settlement: I want the fitness center in proper working order and I have been a member since 1988. That is not too much to ask. Fix the plumbing issues and get rid of the broken water fixtures that do not work consistently.

Business Response: Dear Ms. *******,

We have received and thoroughly
reviewed your comments filed with the Better Business Bureau and sincerely apologize for any inconvenience this may have caused.

Please be advised that both the local District and Club Manager(s) are aware of, and actively involved in addressing, your feedback related to your local club. We are happy to report that the issues reported have since been resolved. Unfortunately we were unable to reach you by phone to provide you with this update as the number provided in your correspondence is not valid.  At your earliest convenience, please reply with an alternate phone number to reach you. You may also contact your local Club Manager if you prefer to speak with them directly or have any further questions about what action was taken to address your feedback.

We thank you in advance for your time and patience in resolving this matter and look forward to speaking with you soon.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After calling and leaving messages four different times over the course of 2 weeks I finally called and was able to get a manager at this establishment. 24 Hour Fitness failed to properly execute my membership termination. My girlfriend and I called to cancel our memberships, which is allowed to be done on our plans, no signature needed just confirmation of check in number etc for authenticity. Her membership was cancelled properly and mine was not. We cancelled the membership b/c I deployed for a few months w/ the DoD. Upon my return my girlfriend and I were combing over the bills, we noticed that my credit card had been being credited for the 4 months I was gone, but her's was not. Now the company is telling me it is my fault for not reviewing my records monthly and that I am unable to be refunded for that amount since there aren't any notes in the system saying I cancelled the same day my girlfriend did...who lives at the same address as myself. Nor do we have any cancel notice b/c it wasn't executed correctly.

Desired Settlement: After having to spend multiple times on the phone trying to locate a manager during normal business hours and never getting a call back w/in the two weeks we have been trying I would like to be refunded the amount they have charged me since my cancellation in March 2014. I understand that I would be charged in April per their policy but want a refund from May, June, and July. Since the phone used my and my girlfriend account, my account should mimic hers. 3 months refund at my monthly price of $29.06 = total refund at $87.18

Business Response: Dear Mr. **********,

We have received a copy of your comments that were filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by the local Club Manager.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused and wish you continued success with your future fitness endeavors.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

Consumer Response:

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 24 hour Fitness in ********, CA **** ******* *** ********* ** ***** ###-###-#### club Manager: ext. 40 I cancelled my membership May 12/ 2014. At the time, I paid my monthly charge to settle the deal. Two weeks later, they charge my bank card again knowing I am no longer a member. So I went in to complain and they gave me this long run around before they finally tell me they have cancelled my account. So I asked them to refund the last charge to my account as I left the gym two weeks prior. They told me they would but it will take a few days. After that, I left the country for a few weeks and came back to find that A) never refunded my bank, and B) they charged me again in June 12.--- for services that I stopped in mid March. So I paid twice in Mach and one in June,

Desired Settlement: I want them to take my card off their data base and to pay me back the 60.00 they have charged me after I've cancelled my membership.

Business Response:

Dear Ms. ******,

Thank you for your correspondence.  We have thoroughly reviewed your comments filed with the Better Business Bureau. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We take feedback from our members very seriously and sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

We would like the opportunity to speak with you regarding your concern; however the phone number you provided in your correspondence is not valid.  At your earliest convenience, please respond with your phone number so we can contact you.

Once again, we apologize for any inconvenience that this may have caused and look forward to speaking with you soon.

Yours in Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I went to the club for one month, and decided to cancel my membership since it was summer. Someone there convinced me to put my account on a six month freeze instead, because I would likely join again come wintertime. Lo and behold, they started charging my account again after that time period with no email confirmation, no call, etc. Meanwhile I had moved out of the area and had not stepped foot into the club once. I call them, realizing that technically, yes, this was my mistake, to see if they might work with me considering I hadn't even used the club. To just start charging my account with no confirmation of any kind is shady and predatory, and just terrible customer service. They were not willing to help me out at all, and now I've paid $150 for a gym I didn't even use.

Desired Settlement: I would like them to refund my credit card the $149.95. I did not set foot in the club once, and therefore they should refund my money.

Business Response: Dear Ms. ********,

We have received a copy of your comments that were filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by our office.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused and wish you continued success with your future fitness endeavors.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been going to 24 hour fitness for two years and the primary reason that I go their gym is the proximity from my home and their basketball court which is advertised in their website and gym promotion. Sometime around April 2014 their basketball court got flooded and had damages,they said it will be finished in 2 weeks.Since then I was not able to come regularly because of the damage. I called a few times and ask for any credit for the past months that I was not able to avail their amenity-basketball court but gave a response that I should go to their other branch which is in Route 4,******* NJ. estimated at 5-7 miles away from where I live. I called again today-July 3,2014 instead of a credit I ask for a reduction to my monthly fees just to compensate for the lost days I was not able to come.,but Alma-Manager told me that she could only freeze my caccount and just come back when the basketball court is finished by August which is three months after the flooding. Basketball is my main exercise which makes me go to the gym and all I am asking for is just some consideration with my fees which is not cheap $48.14 aside from the joining fee I paid when I started.

Desired Settlement: Reduce monthly bill by at least $8.00

Business Response: Dear Mr. *****,

We have received and thoroughly reviewed your comments filed with the Better Business Bureau. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern was resolved by the local Club Manager. Should you have any further questions or concerns regarding this matter, please contact the Club Manager directly for assistance.

Once again, we apologize for any inconvenience that this may have caused and thank you for being a member.

Promoting Health and Fitness,
24 Hour Fitness Corporate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ON 5/2/2014 I HAD SIGNED UP FOR A MEMBERSHIP TO 24 HOUR FITNESS IN PEARL CITY, HI AND WITHIN ACOUPLE OF DAYS I HAD MAILED IN A LETTER TO 24 HOUR FITNESS STATING THAT I WANTED TO CANCEL MY MEMBERSHIP. ON 5/14/2014 I HAD RECIEVED AN EMAIL SAYING THAT MY POLICY WAS CANCELLED. I HAD LATER SENT AN EMAIL ASKING WHEN AND IF I WAS GOING TO GET MY REFUND, AND THEY SENT AN EMAIL BACK SAYING THAT I WAS PAST THE 5 DAY PERIOD AND THAT I WASN'T ENTITLED TO MY REFUND. THE CANCELLATION POLICY STATES THAT THE LETTER NEEDS TO BE POSTMAKRED BY THE 5TH DAY, AND I HAD SENT THE LETTER WITHIN A COUPLE DAYS OF SIGNING UP FOR MEMBERSHIP. IT IS NOT MY FAULT THAT THEY SUPPOSEDLY DIDN'T RECIEVE MY LETTER UNTIL 5/14/2014. I DID EXACTLY WHAT WAS ASKED, I SHOULDN'T BE PENALIZED FOR NO REASON. I HAVE SENT MULTIPLE EMAILS AND HAVE GOTTEN NOWHERE. THERE IS NO RESON WHY I SHOULDN'T BE ENTITLED TO MY REFUND.

Desired Settlement: I WOULD LIKE A REFUND OF THE FULL AMOUNT THAT I PAID FOR WHICH IS $120.73

Business Response:

Dear Mr. ********,

We have thoroughly reviewed your comments filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that the local Club Manager has attempted to contact you in follow up to your concern; however they are unable to reach you to discuss this matter.  At your earliest convenience, please contact the Club Manager for further assistance.

Once again, we thank you for your feedback and appreciate your patience while resolving this matter.

Yours in Fitness, 
24 Hour Fitness Corporate Office

Consumer Response: To whom it may concern,

Last Thursday I received a call from 24 hour fitness and was told that I would receive my refund within 3-4 business days, it has now been 6 days and I still have not received my refund. If someone could please get back to me asap it would be greatly appreciated.

Thank you,

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

Business Response: Dear Mr. ********,

We have received and thoroughly
reviewed your letter that was filed with the Better Business Bureau and sincerely apologize for any inconvenience this may have caused.

Unfortunately we are unable to reach you by phone to discuss this matter.  At your earliest convenience, please contact our office by calling the phone number provided in the voice mails left for you by our Member Care Specialist.

We thank you in advance for your time and patience in resolving this matter and look forward to speaking with you soon.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/1/2014 Problems with Product/Service
8/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I joined the club on 5/5/14 and paid $111.90. I tried to go to the gym 6 times to attend a spin class. Every time the class was full and I was given different instructions on making reservations, each time different instructions were unsuccessful. After the 6th attempt I called the gym asking how I can get in without being run around. The manager *****, told me to come in an hour before the class, wait for an hour then take the class. I don't have this kind of time, she was extremely rude and condescending and asked for a manager, she said she was the manager. I called the corporate office to try to resolve and get a straight answer on how to attend the classes. I was told the club manager would return my call in 3-5 business days. After the time passed and no return call I called again, I was told that the manager did call and the issue was resolved. This was not the case and the issue would be escalated to the district manager and I would receive a call in 3-5 business days. Again no return call. I have called 5 times, never once having a return call. I asked to cancel my membership which was billed another $29.99 on 6/9 and I'd like my money refunded since I have never even been to the gym once as a paying customer. I had $16.99 refunded for my June dues, but not the entire $29.99 or the $111.90 initiation fee. I've been patient and understanding and tried to resolve the issue before cancelling. At this point they clearly don't care to resolve the issue and I feel like I should be refunded all of my money. I'm really disappointed in how this whole situation has been handled. I was given a ref # of ************* Product_Or_Service: Membership Account_Number: **********

Desired Settlement: DesiredSettlementID: Refund I'd like the $111.90 which was my enrollment fee and the $13 (the difference between my 6/9 payment of $29.99 and the refund of $16.99 on 6/24) for a total of $124.90.I also think it would be highly beneficial for this company to take a look at their customer service policies as well as they're complaint resolution and follow up policies.

Business Response: Dear Ms. ********,

We have received and thoroughly reviewed your letter that was filed with the Better Business Bureau regarding your 24 Hour Fitness membership. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern was resolved by the local Club Manager. Should you have any further questions or concerns regarding this matter, please contact the Club Manager directly for assistance.

Once again, we apologize for any inconvenience that this may have caused and wish you continued success in your future fitness goals.

Promoting Health and Fitness,
24 Hour Fitness Corporate

Consumer Response:

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.  I've sent two messages to inform the BBB that the issue was resolved and I was given a full refund.  Thank you for your help and services.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear Sir/Madam: I use the sports facility of 24-Hour Fitness in Mountain View, California. The music that they play at this club and is broadcasted through the public address system on a 24/7 basis is extremely loud and a cause for concern to myself and many other club users due to potential for causing hearing impairment. I have brought my concern to the attention of the management staff at the local club level and at the company's corporate level, but the facility refuses to lower the music level. I recognize that I can always switch sport facility and use another facility; however I would like to reserve that option as the last resort; this particular club is close to my home and the club is well equipped. I believe that, by its action, this facility that is to promote health and fitness is deliberately sabotaging that objective. The great majority of the users of this facility, including myself, bring in our own music, but the loud music played in the club is so overwhelming that prevents that strategy for hearing protection.

Desired Settlement: Lower the sound volume to a level that is not conducive to long-term hearing impairment. Has the club ever considered conducting a survey of its facility users to learn their preference for the volume (and the type) of music that they are subjected to?

Business Response: Dear Mr. ********,

We have received and thoroughly reviewed your comments that were filed with the Better Business Bureau providing feedback related to your local club. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

As discussed in your recent communication with the local Club Manager, we have investigated your feedback and confirmed that the music volume at the Mountain View Super Sport club is operating at the appropriate volume and decibel level. However, we will continue to monitor this to ensure a satisfactory experience for all members while visiting the club.

We encourage you to stay in touch with the Club Manager should you have any further questions or concerns. 

Once again, we apologize for any inconvenience that this may have caused and thank you for your valued business.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Subject: Complaint ID ********; Loud Music at 24 Hour Fitness Club in Mountain View, CA. 

Thank you for your mediation effort and persistence in securing a response from 24 Hour Fitness to my complaint about the loud music at their Mountain View, CA club.  Unfortunately, their response appears to be the standard language that typically a business's public relations or legal department provides when the business is confronted with an alleged wrongdoing; the response typically being that we "thoroughly” investigated the case and found the allegations baseless! “We sincerely apologize for any inconvenience that this may have caused”, etc 

Contrary to the assertion that the firm had considered my recent communication with the local Club Manager, this is not reflected in their response.  Attachment 1 is the e-mail that I received from the local club when the club manager had first been made aware of my communications with BBB and/or the County of Santa Clara Consumer Protection Unit.  In his response, which apparently had proceeded or followed the headquarters’ "thorough” review and “investigation” of the case, the manger essentially told me that the choice and loudness of music played at this club are at his sole discretion with no input required or accepted from the club users (see Attachment 1 for the rationale that he states for playing loud music and for my point-by-point rebuttal to his argument that went unanswered.)

The response that you have forwarded to me claiming a "thorough” review and “investigation” of my complaint also seems to ignore (a) my earlier communications (going back to September-October 2013) with high ranking corporate officers of the firm (i.e., Ms. Elizabeth Blair, CEO and President; and Mr. ***** ***********, Vice President of Operations) regarding the issue of loud music (presented herewith as Attachment 2); and (b) many reviews posted on the Internet by the users of 24 Hour Fitness Clubs in general, of which the following are examples:

 1.      “Don't join 24 Hour Fitness in Arcadia, California unless you like over-amped rap and hip hop music!  Your iPod won't help you. Complaining to management won't help you. If your music taste is more mainstream, you are not their target patron... neither am I.”

 2.      “The music in the free weights area is always too loud. You're looked at like some kind of moron if you ask the front desk to turn it down.  Sorry, but I don't like hearing your music on top of my headphones.”

 3.      I've been to this club in SF before and it feels really crowded.  But I want to write about the 24 Hr Fitness in San Mateo where I mostly go.  There are two, one on 5th ave and el camino and another in the Borel center a mile away.

I go to the 5th Ave one.  It is not bad.  Wide mix of people which is okay.  BUT the music sucks.  It is stupid for the place to play loud music.  I wear earbuds and have to turn my iphone up way too loud so as to overwhelm the crap coming over the PA.  Considering that at least half the people are wearing headsets why in the world do they have to play loud music.  I have commented to management a few times and just get stupid answers.  Wake up idiots, look at the demographics, lots of old farts like me don't want to hear stupid brain dead disco house trash music.

Otherwise not a bad place for the price.  As stated you get what you pay for and it is cheap.” 

The posted comments suggest that the loud music problem is not limited to the Mountain View club and one that has only come to light recently.  On the contrary, the problem seems to be systemic and one that, for reasons that appear to defy logic and good business practice, the firm has been and is unwilling to address.

Given the fact that the loudness of music played at a local club is at sole discretion of its manager, it would be reasonable to assume that there is no unified corporate policy on loudness of music from the standpoint of “Promoting Health and Fitness,” which apparently is the 24 Hour Fitness’ corporate slogan.  The response that the 24 Hour Fitness has provided states that they have “confirmed that the music volume at the Mountain View Super Sport club is operating at the appropriate volume and decibel level.”  I and the others who consider the music played is too loud and can result in hearing impairments would like to know what the 24 Hour Fitness considers “appropriate volume and decibel level” and have they actually conducted noise studies at each of their clubs and determined that the conditions meet the following advisory position expressed by the International Fitness Association on noise standards for health clubs:
 

“Music should not be louder than the standards set by the EPA.  We are currently updating our material to include environmental guidelines. Gyms and classes including instructor who do not adhere to these guidelines leave themselves open to legal ramifications in the future as well as workmen's compensation considerations as this subject becomes more widely understood.

 

At 85 db the EPA standard for safe sound is 45 minutes. At 88 db the EPA standard for safe sound is 23 minutes. EPA regards 91 db as unsafe for any length of time over 11 minutes. The European Union has set the maximum legal limit for recreational sound in its member countries as 85 dB with a suggested level of 80 dB.  These are the noise guidelines set by the EPA for db/duration:

 

dB Noise Level EPA Noise Exposure Limit

70 dB 24 hours

79 dB 3 hours

82 dB 1 hour 30 minutes

97 dB 3 minutes

102 dB 53 seconds

107 dB 16.7 seconds

117 dB 1.7 seconds

 

I would also like to note here that following the “thorough” review and “investigation” of my most recent communication, the loudness of the music at the Mountain View club has been elevated even further to a point that one club user recently suggested calling the Mountain View Police Department for assistance in noise pollution abatement.

 

In summary, I would characterize the response that 24 hour Fitness has provided merely an attempt at obfuscation, deception, and intransigence and not a sincere effort to address a serious health concern of the club users.  This is indeed unfortunate for a business that claims to pride itself on its commitment to provide its members with the “highest level of satisfaction possible.”

 

Sincerely,

 

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

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

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

 

Cc:       Ms. ***** *****   (File #**********)

            County of Santa Clara

            Office of the District Attorney

Consumer Mediation Services

Business Response:

Dear Mr. ********,

Thank you for your response.

As previously stated, we have thoroughly investigated your feedback and confirmed that the music volume at the Mountain View Super Sport club is operating at the appropriate volume and decibel level. However, we will continue to monitor this matter to ensure a satisfactory experience for all members while visiting the club.

Again, we encourage you to stay in touch with the Club Manager should you have any further questions or concerns. 

Once again, we apologize for any inconvenience that this may have caused and thank you for being a member.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This is the second time I have needed to file a complaint for the exact same problem. I was sold a lifetime membership to 24 Hour Fitness over five years ago. The expectation is that I pay a massive up front fee and I would have a nominal annual service fee once a year. I never receive email or physical mail correspondence concerning the annual fee. When I call the corporate help line for 24 Hour Fitness I am advised that the membership has been deactivated and can not be reopened, but they are able to sell me a new lifetime membership. Customer Service with this organization is a joke and should be call Sales, it is the only focus.

Desired Settlement: My expectations are that 24 Hour Fitness reopen my lifetime membership since my life has not ended yet. Or refund me the money I paid for the lifetime membership that they are clearly unwilling to honor.

Business Response:

Dear Mr. ********,

We have received and thoroughly reviewed your comments filed with the Better Business Bureau regarding your 24 Hour Fitness membership and sincerely apologize for any inconvenience this may have caused.


Our records indicate that you were contacted by the local Club Manager in follow up to your concern. Unfortunately, you opted not to accept the offer presented to you in an effort to resolve the terminated status of your membership due to non-payment so you may return to the club.

Again, we apologize for any inconvenience this may have caused and wish you continued success with your fitness endeavors.

Promoting Health and Fitness, 
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This business has refused to acknowledge my monthly payments, and have harassed me on different matters that don't concern me. I make payments by mail on a month to month basis for for services rendered at Shaqs 24 Hour Fitness. On 02/18/2014 I mailed my payment by USPS Next day services. I got the print out of the availability date for pick up on 02/19/2014. It was due on the 02/20/2014. I was signed for on the 02/20/2014, but was not processed or reflecting payment according to the front desk representatives as ever being received. The payment was in the system but the front desk staff continued to harass me until March 2, 2014 as if I did not pay my monthly fees. I was not allowed entry without my money order receipt, and next day mailing receipt. I mailed off my monthly payment for the time covering 05/20/2014-06/20/2014 on 05/15/2014 by USPS Services postmarked for 05/15/2014. I received the mailed payment back unknowingly at my P.O. BOX on 06/10/2014. There was no forward of address where I send my regular payments every month. I did not receive an email of the new mailing address, I did not receive a letter of the new mailing address, I was not told verbally at the check in desk, and there was also an increase in my monthly fees that I did not receive notice of. I have been harassed by the staff about complaints from other women, and the only problems have been me refusing sexual advancement from other women. I am dissatisfied with my treatment here as an adult under contract paying monthly, and following the membership rules. I resent the payment for 05/20/2014-06/20/2014 by mail.

Desired Settlement: I need a year membership of no fees starting 06/20/2014-06/20/2015.

Business Response: Dear Ms. **********,

We have received and thoroughly reviewed your comments filed with the Better Business Bureau regarding your 24 Hour Fitness membership. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern was resolved by the local Club Manager. Should you have any further questions or concerns regarding this matter, please contact the Club Manager directly for assistance.

Once again, we apologize for any inconvenience that this may have caused and thank you for being a member.

Promoting Health and Fitness,
24 Hour Fitness Corporate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was pressured to sign up for an 11-pack of training sessions at 24 Hour Fitness. When I finally gave in, I was presented with a multiple page document, which was flipped to the signature page for me to sign, with no chance of reading it. I asked what it was all about and was told, "Regular stuff, don't worry about it." My credit card was part of the sign in process and I was charged in excess of $700 for the package. Since this process took 15 minutes to complete, my first session was cut short - it ran about 30 minutes (the sessions are supposed to be close to an hour). When I arrived for my second scheduled session, the trainer was nowhere to be found. The front desk had to call him and he arrived 30 minutes late. The second session was only 30 minutes. The next session started on time, but was also only about 30 minutes long. The fourth session had me doing lower-body weights and during this session, I injured my hip flexor because of inattentiveness by the trainer. This caused incredible pain, and has put me into physical therapy to repair the damage. For several weeks after this session, I could not even walk. Under doctors' care, I have slowly begun to be able to walk again. But this process has taken over three months. I called the club to alert them of the issue. I spoke with my trainer, who said he would have to talk to the manager ****, and that **** would call me back. I waited for a week with no call back. I called **** again and left a message. No call back. A week later, I contacted the 800 call center number who said that they would personally reach out to **** and that he would call me back. Again, one week - no call back. I called the 800 number again and complained, and finally **** called back within a few days. **** told me he'd look into it and a few days later he sent me a letter basically quoting a line from the contract that says "no refunds." I believe that I was not given the service promised (training sessions). I was injured by the inattentiveness of one of their trainers.

Desired Settlement: I am asking for a complete refund of the purchase price of the 11-pack of training sessions.

Business Response:

Dear Mr. ***********,

We have received and thoroughly reviewed your comments filed with the Better Business Bureau. We sincerely apologize for any inconvenience this may have caused.


Our records indicate that you have been contacted by a Member Care Specialist from our office in follow up to your concern and you are working together to bring this matter to a successful resolution.

We thank you in advance for your time and patience in resolving this matter and thank you for your valued business.

Promoting Health and Fitness, 
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The company charged 2 separate credit cards for the same service. The service have been canceled with them but they still charging every month for the service. Attempt to dispute the charges led to nothing and there are no refund issued.

Desired Settlement: The credit card need to be credited $389.43 for the months of September, 2013 - May, 2014.

Business Response: Dear Ms. ******,

We have received a copy of your comments that were filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by our office.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused and wish you continued success with your future fitness endeavors.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Company failed to make any attempts in collecting annual membership fee ($24). In a normal billing cycle, a letter/invoice is sent to my home address. But in this recent billing cycle (8/30/2013-8/30/2014), no letter/invoice was received. There was no attempt to contact me to pay my annual membership fee. As a result, my membership was cancelled and in order to renew, I would need to pay a reactivation fee of $165 in addition to my annual fee of $24.

Desired Settlement: Allow me to pay my annual membership fee of $24 to continue my membership with billing cycle period of 8/30/2013-8/30/2014, with no additional penalties (reactivation fee).

Business Response:

Dear Ms. ***,

We have thoroughly reviewed your comments filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We take feedback from our members very seriously and sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

We would like the opportunity to speak with you regarding your concern; however we are unable to reach you at the phone number you provided in your correspondence. At your earliest convenience, please respond with an alternate phone number so we may contact you to discuss your feedback and bring this matter to a resolution.

Once again, we apologize for any inconvenience that this may have caused and look forward to speaking with you soon.

Yours in Fitness,
24 Hour Fitness Corporate Office

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[I am providing my personal mobile #: ************; however, I am dissatisfied with 24 Hour's replyu because their response did not attempt to offer any real solution, only that they request to speak with me. I would be satisfied with a response if they acknowledged to honor my original request, which is for me to continue (my payment of) my membership without paying any additional initiation/penalty fees.]

Regards,

***** ***



Business Response: Dear Ms. ***,


Thank you for your response. 

Our records indicate that you were contacted by a Member Care Specialist in response to the additional comments you provided the Better Business Bureau, and your concern has been addressed by our office. Should you have any further questions or concerns regarding this matter, please let us know.

Once again, we apologize for any inconvenience that this may have caused and thank you for being a member.

Promoting Health and Fitness,
24 Hour Fitness Corporate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: June 26, 2014 To whom it may concern, I use to have membership at the Orlando location for a year in 2010 till I relocated to a different city for my job where 24 Hours Fitness wasn’t in my area. I am a current member at the Gold’s Gym due to my location and recently moved back in March. I stop by on March 28th at 24 Hour Fitness before I started work and got a chance to talk to Andy who let me know whenever my contract expires in June I can come back to sign up and he’ll keep in touch with me. He also printed me a 3-day pass but told him I couldn't stay because I had to work. On April 15th I got a voicemail from ***** who let me know there was a promotion going on that weekend and I should stop by to talk to him. I came in to talk to him the next day but he wasn’t there. One of the workers at the front desk explain she will have him call me when he can. I didn’t get a call till May 6th and finally talk to him about signing up, ***** wasn’t aware I was a member at Gold’s Gym for some reason and I told him I would come in June to sign up. Reason I am writing this letter is because on Wednesday, June 25th I came in to talk to ***** that I would be signing up that Friday when I get paid and explained I printed a 3-day pass to use till then. He then explain if I don’t have a check to sign up that I couldn’t stay to work out. He then got his manager on duty **** who was around and explain if they do that for me that they would have to do that for everyone. I did not feel welcome to the gym from ***** nor **** and felt belittle to my situation. I really was excited for signing up to 24 Hour Fitness with a fresh start, but this stressful situation makes me not want to consider joining 24 Hour Fitness in Orlando again.

Desired Settlement: Dont know what it will take to get me back at 24 Hour Fitness in Orlando.

Business Response:

Dear Mr. *******,

We have received and thoroughly reviewed your comments filed with the Better Business Bureau regarding your 24 Hour Fitness membership. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern was resolved by the local Club Manager. Should you have any further questions or concerns regarding this matter, please contact the Club Manager directly for assistance.

Once again, we apologize for any inconvenience that this may have caused and thank you for your patience while resolving this matter.

Promoting Health and Fitness,
24 Hour Fitness Corporate

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

On Thursday July 3rd, I received a call from **** from 24 Hour Fitness facility who consulted with my unpleasant experience. He then initiated a way to convince me to come back and give them a second chance. He then said to just come to the gym to talk with him to fix the problem. 
 
On Monday July 7th, I manage to make it to the gym location. Upon greeting **** (gym manager), I initiated a hand out to shake Mr. ****'s hand which made it a awkward moment due to him having his hand close to a fist.
Not sure why was the reason but continue explaining why I was there, which **** explained he didn't know what was going on and said "I'm the manager, this is my gym, and **** just works here"
He later explained what **** told me over the phone was not valid. Which puts me in a situation where I was not allowed to stay in the facility to work out. Due to his sarcasm we did not come to a conclusion with my future with 24 Hour Fitness.
 
In conclusion I would not like to become a member to this location with a hostile environment. I was excited about becoming a member, but this unpleasant experience made it clear **** does not want me in the future at this location.
 
Regards,

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

Business Response: Dear Mr. *******,

Thank you for your response.


Unfortunately we are unable to reach you by phone to discuss this matter.  At your earliest convenience, please contact our office by calling the phone number provided in the voice-mails left for you by the local District Manager.

We thank you in advance for your patience while resolving this matter and look forward to your reply.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: For years, the customers of 24 hour Fitness on Lake Woodlands Drive, The Woodlands , TX 77381 have been subjected to lack of or faulty air conditioning. I have personally been a member of this club for 10 years, and I have complained about the lack of A/C in the upstairs cardio area almost every single year of my membership. Currently, this club has absolutely NO air conditioning supplying the second floor cardiovascular equipment area... no air conditioning whatsover.. Members complain constantly- and with the upcoming hot summer months, I fear , as a health care professiona,l that a tragic health event will occur due to lack of sufficient cooling. Please note: The general and operational managers at this establishment do an excellent job and are always attentive to member's needs. My complaint is only directed towards executive managment who refuses to provide a safe environment for its members. If new air conditioning or immediate repair to the existing unit is not IMMEDIATELY begun, I will submit furthur documentation to the Texas Dept of Health as well as the Montgomery County Health Dept . This deplorable situation must be resolved .

Desired Settlement: IMMEDIATELY repair existing air conditioning. . preferably install NEW A/C in the upstairs cardio area.. 24 Hour Fitness recently replaced the air conditioning in the upstairs exercise room. The adjacent cardio area is much larger and remains hot and not conducive to exercise.

Business Response:

Dear Mr. ****,

We have received and thoroughly reviewed your comments filed with the Better Business Bureau. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

As discussed in your recent communications with the Club Manager, they are aware of and actively involved in addressing your feedback related to your local club. We ask for your patience in allowing them the opportunity to address your concerns for the desired long term resolution. We encourage you to stay in touch with the Club Manager so they can provide you with any updates or accomplishments regarding their progress. 

Once again, we apologize for any inconvenience that this may have caused and thank you for your valued business.

Promoting Health and Fitness, 
24 Hour Fitness Corporate Office

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This club had no air conditioning supplying the upstairs cardiovascular area for at least a month... and  decided to install a new unit after I complained to the BBB.   Even though a new unit has been installed,  the area in question remains hot with suboptimal air circulation to  the room.   I asked that the three wall mounted fans  be cleaned of dust  ( which they did after several weeks).... and asked  that they lower the thermostat and move at least a couple of the recumbent bikes to a position in front of the fans.   To date, this has not been done.   

Either the new air conditinoing system  is not working properly or the thermostat is not set low enough to cool this room....For years,  this has been the case, so I suspect that 24 Hour Fitness does not want to pay the extra utility bill.

Although a new A/C was purchased , I am disappointed in the outcome  and had hoped that the club would provide more than  adequate air conditioning to the most demanding area of the facility--  the cardiovascular room.

Regards,

******* ****, MD

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

7/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I left 24 hour fitness in September of 2013, cancelling my membership, or so I thought. For the past three months now, I have been getting billed for being a member there and just noticed it this month. I called their customer service to get it squared away but they said they would only be able to refund one month. Apparently, instead of cancelling my account they put it on a 6 month freeze back in september 2013. I have no recollection of this, but a freeze means that my account would just be on hold for 6 months then it would start up again. I did not want this, I moved away and never planned on continuing my membership. When talking to the agent, she said that they have in their records that I received an email that gave me all the details of this. But after thoroughly searching my email, I can confirm that I never received one from them regarding these specifics. So all in all, they have 2 months worth of a membership in money ($38.31 per month * 2 months = $76.62) from me for a service that I never used, due one of their employees putting my account on a freeze (I still have no idea why I was put on a freeze), and then failing to send me an email informing me of this.

Desired Settlement: I would like a full refund for all three months of being charged, not just one of the three months. It is not right to charge me for a service that I did not want because some of their employees messed up.

Business Response: Dear Mr. ****,

We have received a copy of your comments that were filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by our office.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused and wish you continued success with your future fitness endeavors.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 24 Hour Fitness continues to bill my credit card monthly for gym membership even though we have emailed and called requesting to cancel the membership and to also stop the monthly billing and credit our CC Amex account back. Last email correspondence said they would credit the 11/10/13 and also the 12/10/13 payment back to our card. As of this date they have continued to bill our card for another 5 months (Jan - May 2014) even though we have called and spoke with them and they guaranteed they would resolve the issue and apply credit back to our card. Note: We also called and cancelled this membership back in June of 2012, but conveniently they did not have record of that and we could not find a confirmation number. So we started the email process to have a written record of the cancellation and even that has not stopped this company from auto billing our account monthly. This is illegal.

Desired Settlement: Refund the fraudulent charges of $37.88 X 7 months =$265.16 and stop auto charging our Credit Card for services we have not used in over 2 years and cancelled in good faith by both phone and by email.

Business Response: Dear Ms. ********,

We have received and thoroughly
reviewed your comments filed with the Better Business Bureau and sincerely apologize for any inconvenience this may have caused.

Unfortunately we are unable to reach you by phone to discuss this matter.  At your earliest convenience, please contact our office by calling the phone number provided in the voice-mails left for you by our Member Care Specialist.

We thank you in advance for your time and patience in resolving this matter and look forward to speaking with you soon.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I used to have membership in 24 hour fitness for several years with high initial prepaid amount and than, after 3 years it become $49 annual rate. I missed payment of annual fee. However it happened due to the fact that I did not received any billing statement by postal service or email. And my membership was canceled without communication or/and notification. I tried to talk to 24's Customer Service and the answer I got was: "Our records indicate your membership terminated as of September 17, 2012 leaving a balance of $49.00 plus any applicable state taxes. In reviewing your account there was no payment made to renew the agreement for the June 19, 2012 billing cycle. Please be advised that we do attempt to send a courtesy reminder, however this is not a requirement. Should you have not received the reminder, your payment is still due as outlined every calendar year as agreed per your agreement contract." However, this is not true. My friends paying much higher annual fees do receive reminders each time they have to renew membership. This looks like company is getting rid of "unwanted", low profitable members in such way.

Desired Settlement: I truthfully believe that 24 Hour Fitness should re-instantiate my canceled contract and if required, I should pay any missed payment and applicable taxes.

Business Response: Dear Mr. *****,

We have received and thoroughly
reviewed your comments filed with the Better Business Bureau. We sincerely apologize for any inconvenience this may have caused.

Unfortunately, we are unable to reach you by phone to discuss this matter.  At your earliest convenience, please contact our office by calling the phone number provided in the voice-mails left for you by our Member Care Specialist.

We thank you in advance for your time and patience in resolving this matter and look forward to speaking with you soon.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I join 24 Fitness 10/01/2011 **** ****** ***** *********** ** ***** I choose to attend to this gym due to the competitiveness of the guys who come to play basketball. However, since I have been a member of 24 Fitness on ****** Road I have witness how management neglect the facility, not conditioning the gymnasium floor. During the winter season there be water leaking from the ceiling, around the edge of the gymnasium floor the base board is separating from the walls and floors, and the protected rubber trim that go around the trim of the back board need to be replace because they are hanging down from the back board. I have pictures to show the poor condition this facility is in. I have been to other 24 Fitness facility such as Sacramento Downtown, Carmichael, and Arden Way those facility are in excellent condition. There shouldn't be any reason why this facility is in such a poor condition. I have spoken with Management about the condition of the gym which I was told to contact Corporate. I have spoken with a representative at Head Corporate on three different occasion, and I was told that the Director Manager would give me a call back with me within 3 to 5 days to address my concern. I have not heard nothing from anyone concerning my complaints with 24 Fitness negligence. I was given 3 different case numbers and still no one have called me concerning my complaint that I have with 24 Fitness. My concern is a Safety and Hazard issue. I tried to make 24 Fitness aware of this issue.

Desired Settlement: I would like to be reimburse $29.99 for every month it take 24 Fitness to repairs the whole gymnasium from the time I bought the issue to their attention which is 06/03/2014.

Business Response:

Dear Mr. ********,

We have received and thoroughly reviewed your comments filed with the Better Business Bureau regarding your 24 Hour Fitness club location. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern was resolved by the local District Manager. Should you have any further questions or concerns regarding this matter, please contact the District Manager directly for assistance.

Once again, we apologize for any inconvenience that this may have caused and thank you for your patience while resolving this matter.

Promoting Health and Fitness,
24 Hour Fitness Corporate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My family of four just moved to the Copperfield area and were thinking of switching from LA Fitness to 24 Hour Fitness. My sister received a 5 day pass to try out the gym and then joined. When she joined, she advised the agent that the rest of her family would like to try the gym out and then join under the family plan. The agent entered all our names into the computer and told my sister to send us over and we would be supplied with 5 day passes. Not long after, I went to retrieve my 5 day pass without issue. I reminded the agent that my mother and sister would also be visiting to receive their 5 day passes.

 He confirmed that this info was in the computer and he would be expecting them. Two days later, I send my elderly mother to pick up her 5 day pass so we could try the gym out together that night. When she arrived, she was helped by an agent named *****. She told him about the family joining and that she was there to pick up her 5 day pass. *****, without checking the notes written in our account, refused her this promise. He claimed that 24 Hour Fitness does not give 5 day passes. She continued to explain that her daughters received 5 day passes and she too was suppose to be supplied with the same thing. Despite this information, ***** refused to check the family's account, which could have been easily accessed with just our phone numbers and instead continued to treat her with an insensitive attitude.

She told him that she felt that he was treating her differently because of her age and that neither of her daughters were treated in this way. This did not phase him and his behavior did not change. Before she left, she informed him that his behavior was going to cause 24 Hour Fitness to lose a Family Plan Membership. He didn't seem to care. When my mother returned home, she was crying. She explained what happened and said she felt as though ***** had discriminated against her due to her age.

 After telling me everything, I become furious. My elderly mother should not be crying after an interaction with 24 Hour Fitness. I then drove her back to the gym and as we opened the door, I see that ***** has spotted my mother. He then turns to his coworker and clearly mouths the words, oh god, she's back. I am floored by this and now even more furious. I then walk up to ***** and show him my 5 day pass. Then I explained that we were told to send my mother over to collect her 5 day pass so we could decide whether we wanted to join this gym as a family or stay with LA Fitness. I then reprimanded him on the way he treated my elderly mother.

 It was at this point that ***** began smirking. He also began glancing to the side at his co-worker in a way meant to disrespect us further. We let him know that we see that he's giving looks to his co-workers that are meant to be disrespectful. This did not deter him. In fact his smirk at times almost transformed into a laugh. I kept asking him why he was smirking and did he find this situation funny. He never stopped smirking and it was infuriating. The fact that he was blatantly laughing at us only incited our anger more, however I think this was his goal, otherwise he would have discontinued the facial expression and acted like a respectable member of 24 hour fitness. When we finally left, we were still angry and ***** was still smirking.

Desired Settlement: ***** deserves to be fired for his behavior. My elderly mother went there to try out this gym and instead leaves crying. Also, a smirking employee should not be allowed to represent 24 Hour Fitness.

Business Response:

Dear Ms. *****,

We have thoroughly reviewed your comments filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that the local Club Manager has attempted to contact you in follow up to your concern; however they are unable to reach you to discuss this matter.  At your earliest convenience, please contact the Club Manager for further assistance.

Once again, we thank you for your feedback and appreciate your patience while resolving this matter.

Yours in Fitness, 
24 Hour Fitness Corporate Office

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In February, 2014 my husband and I went in to the gym personally to cancel our membership. We were told that it was cancelled and to expect confirmation from a manager. That confirmation never came and we were billed for the next month. The next month we went in again and tried to cancel. Again we were told membership was cancelled but continued to have money taken from our account. The months of April and May we called and talked to managers to cancel and again they told us it was taken care of but the money was still taken from our bank account. This continued until June, 2014. A total of 4 payments (February, March, April and May) were taken out of our bank account totaling to an amount of $205.92. In April we were able to get a refund for one month ($51.48) but AGAIN our membership was not cancelled. On June 4th I spoke with ****** (Id # *****) and ******* (Id# *****) and tried again to cancel. I was told we could receive a refund of $13.73 for the month of May. This is unacceptable! Each month since February we have either gone in to the gym to cancel or called to cancel and still in June the money is being taken out of our account. We cannot help that 24 hour fitness employees failed to send us confirmation! If you look at the record of our club visits you can see we went once in February (to cancel the membership) and once in March (again to cancel the membership).

Desired Settlement: The amount of $154 (for the months of February, March and May) refunded to our bank account as soon as possible.

Business Response: Dear Ms. *********,

We have received a copy of your comments that were filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by our office.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused and wish you continued success with your future fitness endeavors.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 24 Hour Fitness (hereinafter referred to as "24 Hour") improperly charged my credit card in the amount of $30.89 on 1/1/14 while the membership account should have been in a temporarily approved freeze or hold. This hold was previously approved and granted by 24 Hour but due to an error on the part of 24 Hour, I was improperly and impermissibly charged $30.89. I informed 24 Hour of the error and requested a refund of the $30.89. The refund was never processed. I have repeatedly followed up with 24 Hour over the past several months and have been told on numerous occasions that the issue was being looked into I would receive a call back but the dispute remains unresolved.

Desired Settlement: I would like a refund of $30.89 for the improper charge which occurred on 1/1/14.

Business Response: Dear Ms. ***,

We have received and thoroughly
reviewed your comments filed with the Better Business Bureau and sincerely apologize for any inconvenience this may have caused.

Unfortunately we are unable to reach you by phone to discuss this matter.  At your earliest convenience, please contact our office by calling the phone number provided in the voice-mails left for you by our Member Care Specialist.

We thank you in advance for your time and patience in resolving this matter and look forward to speaking with you soon.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have responded to the business by returning their phone call. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ***

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Today it occurred to me that I had not heard or received anything in the mail from 24-Hour Fitness for quite some time and became concerned whether my membership was still active. I went to the club's web page, signed in and started to review my membership information. I discovered that my membership have been terminated. I immediately called the customer relations phone number and explained to them what I just mentioned. They told me they had mailed out a statement for a yearly premium that was due as well as sent me an email stating the fact. I did not receive either. I explained to them that I would have right away put that fee on a credit card as I have done in the past. I then asked them what happens if the member doesn't receive the notice in the mail. Is another notice or late fee notice mailed. I was told "no", and that they only mail one notice out as a COURTESY. A courtesy?????? I gave them $500 for a lifetime membership where all I had to pay was $25 a year thereafter. What is wrong with these people? A courtesy? They obviously do not pride themselves on excellent customer service!!! What makes me mad is I paid them money for a lifetime membership and they just canceled it on a whim. I'm extremely upset about their unscrupulous business practice. All I want is to be able to pay my yearly premiums that I owe and to have my membership reinstated. How hard is that?

Desired Settlement: I want my membership reinstated!!!

Business Response: Dear Ms. ****,

We have received a copy of your comments that were filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by our office.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused and thank you for your valued business.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

Consumer Response:

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,

****** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been a member with 24 Hour for more than 25 years without any issues until now. Back in July I was attacked and severally injured which prevented me from using the 24 facilities. My injuries required healing times to which I am still recovering from. During this time in December my renewal came up and they failed to notify me by email, phone, or mail. I finally went in to the Vegas location and they explained to me that my membership was cancelled. I called customer service and offered to make my yearly payment of $100.00 and they refused explaining to me that they would need additional money to allow me to use the gym. At that point I explained I was never notified in any way and that I had more than $120,000.00 in medical bills and could not afford the additional at this time. One would think that exceptions could be made with the trauma I went through as I am aware that they have done exceptions through other members. I am willing to pay my yearly dues at $100.00 for the year and renew on my original date in december again. I made every attempt to resolve with customer service and they refused to allow anything other than demanding additional funds. The agent went as far as saying that members like me with injuries should not be using the facilty. My injury was a shattered nose from an assault in Del Mar California and I am not handicapped in any way. This statement sent me over the edge as she made it sound like they discriminate against the handicapped. Please step in and mediate as I cannot afford an attorney at this point. Anything BBB can do would be appreciated.

Desired Settlement: Reinstatement of membership without additional costs or whatever else they would like to do.

Business Response: Dear Mr. *******,

We have received and thoroughly
reviewed your comments filed with the Better Business Bureau. We sincerely apologize for any inconvenience this may have caused.

Our records indicate that you were contacted by a Member Care Specialist from our office in follow up to your concern; however you opted to contact our office at a later date in order to discuss the resolution. Unfortunately we have not heard back from you to bring this matter to closure.   At your earliest convenience, please contact our office by calling the phone number provided to you by our Member Care Specialist.

We thank you in advance for your time and patience in resolving this matter and look forward to speaking with you soon.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: the temperature in 24 hour fitness is unhealthy. for the last 3 years the interior has exceeded a healthy temperature. 6/20/14 7:30 pm and the gym was 87 degrees. in the last 3 years all fans have been removed from the interior and there is rarely any air flow.

I have complained to staff numerous times and they state either the air conditioner is broken or that the system is just being "stubborn". the quality of service has declined. The bathrooms are filthy and smell of dried urine, the equipment is in disrepair and despite reporting equipment failure numerous times, nothing is done. discarded chewed gum is left on machines, old paper towels are discarded and left by the equipment for several days. the staff is always at the front counter, talking to each other or texting on their phones. I have never seen a staff member picking up, cleaning or anywhere other then at the front counter on their phones. I have been a member of 24 hour fitness for 6 years along with my brother, son and daughter. My son has cancelled his memebership due to the above reasons and I myself am close to doing the same. I have tolerated the poor quality of the gym because I have been told by staff members to hang in there...ownership has changed and things in the gym will be changing. I believe that there is probably several health code violations at this particular facility and this needs to be addressed.

Desired Settlement: 24 hour better manage this facility location. keep the equipment in repair and clean up the facility. most importantly offer a healthy and comfortable environment to exercise. If your AC has been out of commission for 3 years then get it fixed. And while waiting on those repairs, put fans in the facility for proper ventilation. Monitor your employees, make sure they are doing their job. the interior of 24 has absolutely no windows or doors and there is absolutely no air flow. the gym has thermostats on several walls. tonights reading was 87 the last several months have been between 82 and 84 degrees in the facility with no ventilation. just like last summer, I am assuming as the temperature rises outside the gym will become even warmer. I am requesting that 24 hour does something to improve the air temperature and air flow in the facility.

Business Response:

Dear *** *********

We have received and thoroughly reviewed your comments filed with the Better Business Bureau regarding your 24 Hour Fitness club. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern was resolved by the local Club Manager. Should you have any further questions or concerns regarding this matter, please contact the Club Manager directly for assistance.

Once again, we apologize for any inconvenience that this may have caused and thank you for your patience while resolving this matter.

Promoting Health and Fitness,
24 Hour Fitness Corporate

Consumer Response:

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This location has an indoor track. I run daily on this track and encounter other runners, people pulling the sled, people doing walking lunges,etc etc coming at me while I'm running. The track changes direction daily. Monday - Wed - Fri you go one way and the other days you go another way. There is 1 very small sign on which way to go. This sign is NOT visible at all.

For the last 2 weeks this sign has been completely covered up by a big TRX sign. Even when the sign is not covered up people don't see it because of where it is places and because of how small it is. I weekly encounter runners going the wrong way and almost running into me while going into the corners in the back. The front corner has a mirror which helps some. This is a big safety issue. I am very afraid of running fast and hitting someone head on coming around a corner. It happens very frequently. It happened to me today and another runner asked the guy to turn and go the other way. He was a new member it was not his fault. He wasn't told and didn't see the very small sign (that is currently covered up). I have told management 4 times about this and it's always like "Ok we will take care of it". ****** - service manager as of late has been told twice by me about this and I feel like my concern has been blown off as nothing's been done about it.

The management at this location changes so much I can't even remember who all I have told. New members should be told about the track direction upfront they should not have to find out from other members. The signs should be very visible and be able to be seen when actually on the track running...not some little pathetic sign you only see when entering the track at 1 end of the track. There are numerous places to enter the track the signs should be seen at all spots. This is a big hazard and should be fixed. It is a very simple fix.

Desired Settlement: Fix the problem! Make signs bigger and make them visible when on the track

Business Response:

Dear *** *******

We have received and thoroughly reviewed your comments filed with the Better Business Bureau regarding your 24 Hour Fitness club. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern was resolved by the local Club Manager. Should you have any further questions or concerns regarding this matter, please contact the Club Manager directly for assistance.

Once again, we apologize for any inconvenience that this may have caused and thank you for your patience while resolving this matter.

Promoting Health and Fitness,
24 Hour Fitness Corporate

Consumer Response:

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have informed this facility since the first of March 2014 that there is only (1) 27.5 dumbbell and please order more for the gym. I asked the front desk for the first month and about this and received no response from anyone at the gym. I have called the 24 hour fitness 1-800 number (3) times since this and have requested that a District Manager call me and have yet to receive a call from the District Manager. I have sent (2) mails and still no result. I have spoken to the Manager/assistant Manager and they tell me they can't get any dumbells as they can't make the upper management buy any........... .Really? We are approaching 3 months on this and I barely go the gym anymore because of this. Very unprofessional on 24 Hours part.

Desired Settlement: Actually purchase 27.5 dumbbell and have the District Manager (not store manager) explained to me why this is so hard to do. I would like a full refund for March, April and now May for lack of service and concern for this gym.

Business Response: Dear Mr. ****,

We have received and thoroughly reviewed your comments filed with the Better Business Bureau. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern was resolved by the local Club Manager. Should you have any further questions or concerns regarding this matter, please contact the Club Manager directly for assistance.

Once again, we apologize for any inconvenience that this may have caused and thank you for being a member.

Promoting Health and Fitness,
24 Hour Fitness Corporate

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


After 3 e-mails ,3 phone calls and over 3 1/2 months of pleading with 24 hr. to replace the 27.5 weights, they purchase 2 measly dumb bells to bring their total to 3 now. I don't expect anything to be done especially after the time it took to get (2) dumb bells but to check "yes" as satisfied would be a lie.
Regards,

**** ****

Business Response:

 

Dear Mr. ****,

Thank you for the follow up.

As previously mentioned, 24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

As discussed in your recent communications with the local District Manager, both he and the local Club Manager are aware of and actively involved in addressing your feedback related to your local club. We ask for your patience in allowing them the opportunity to address your concerns for the desired long term resolution.

We encourage you to stay in touch with the Club Manager so they can provide you with any updates regarding their progress. 

Once again, we apologize for any inconvenience that this may have caused and thank you for your valued business.

Promoting Health and Fitness, 
24 Hour Fitness Corporate Office

Consumer Response:

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,

**** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a membership for over a month with 24 hour fitness, i was recently billed a new month. I called as son as I was chaged the new month. They had me on hold for such a long time that I could not communicate with them. Once I got a hold of them to cancel the membership they did not want to give me a refund for the month that has not even started. I want to cancel my membership becaue the machines are old, squeaky, some don't work. Also the locker room/showers smell weird. Once I was able to get a hold of a customer service agent she was rude, and refused to transfer me to another agent. I even asked for a supervisor and she kept refusing and never tansfered me.

Desired Settlement: Refund for the recently billed month and cancel membership.

Business Response: Dear Ms. *******,

We have received and thoroughly
reviewed your comments filed with the Better Business Bureau and we sincerely apologize for any inconvenience this may have caused.

Unfortunately we are unable to reach you by phone to discuss this matter.  At your earliest convenience, please contact our office by calling the phone number provided in the voice mails left for you by our Member Care Specialist.

We thank you in advance for your time and patience in resolving this matter and look forward to speaking with you soon.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 5/23/2014 Friday at 24 Hour Fitness 4240 Redondo Beach Blvd, Torrance, CA As a member of 24 fitness, at 7 pm, I have entered the 24 Hour Fitness Center at the 4240 Redondo Beach Blvd, Torrance, California. I have entered my phone number and cleared with my finger print. At around 8 pm, I went out to my car, which is parked right in front of the building, to get water. The were two people working at the front desk; they were playing with their cell phones instead of working at the desk. Upon returning to the 23 Fitness Center building, there were two people working at the front desk. The male worker person named ****, instead of greeting me like any other customer entering the building, he intentionally used "pssss"..and other weird degrading animal like noise to insult me to the desk to sign up again. I told them that I went out to take water from my car. Both **** and the lady said that they did not see me. This is a very childish, insulting, uneducated and unprofessional behavior of the desk people at 23 fitness center at this particular place. First of all, they were not paying attention to their work; they were playing with their cell phones and talking with one another. Second, ****, intentionally used the rather nasty and degrading way to get my attention. Does **** have a speech impairment issue or mental related stress issues? I think your organization should provide a proper explanation.

Desired Settlement: I'd like the explanation from your management/administration team. First, why is the desk people are behaving in such a low, childish, and unprofessional manner and show no respect to the customers. Second, I suggest your organization to provide a proper customer service training for the front desk people. And for example, how not to play cell phone or talking while at work. Third, I suggest you to check on ****'s mental state and background and possible criminal background. Because his behavior is unprofessional and threatening to customer. Thank you. *** **** ***

Business Response: Dear Mr. ***,

We have received and thoroughly reviewed your comments filed with the Better Business Bureau regarding your local 24 Hour Fitness club. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern was resolved by the local Club Manager. Should you have any further questions or concerns regarding this matter, please contact the Club Manager directly for assistance.

Once again, we apologize for any inconvenience that this may have caused and thank you for being a member.

Promoting Health and Fitness,
24 Hour Fitness Corporate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 24 hour fitness made many unauthorized charges to my account. On top of that I have been a loyal customer of theirs for 17 years. I have been paying the yearly fee each year when they have sent me a bill. This year they decided not to send me a bill. According to them, this year and not the years prior the letter was sent back to them for some odd reason. Now they want to charge me an extra $180.00 "processing fee" so I can pay what I've been paying for years because I called a month too late. I would have called on time to pay if they would have sent me the bill on time like they did before.

Desired Settlement: I would like my charges that were unauthorized from the past refunded, and then I would like to pay the usual annual charge and not have to pay the ridiculous processing fee.

Business Response: Dear Mr. *****,

We have received a copy of your comments filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by our office.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused and thank you for being a member.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This information was sent by me to 24 Hour Fittness on March 28, 2014 To: 24 Hour Fitness Fax: ###-###-#### Re: ******* ** ******, Member *******, Attn: Back Office As requested on March 27, 2014 by your representative Devin. Attached you will find a copy of my bank statement which reflects a charge $43.29, another $35.00 Overdraft Charge and $35.00 Negative Balance Fee. The above mentioned charges are due to an error on your behalf. On, March 6, 2014 I contacted your Member Services Office to cancel my membership with your company. I spoke with *********. I expressed my desire to cancel my membership. ********* persuaded me to just place my account on hold at $10.00 a month for the next 6 months. I was also advised of a balance on my account for February in the amount of $43.29. I told ********* I had not been using the membership and I would have to think about even keeping the account on hold. I was placed on a brief hold and when ********* returned she offered to remove the outstanding charge from February. I agreed to Freeze the account for 6 months. To my surprise on March 21, 2014 I found a charge for $43.29 posted on my bank account. I was also charged a $35.00 Overdraft Fee. Needless to say I was shocked as this was contradictory to the agreement I had made with ********* on March 6, 2014. I contacted your office once again and spoke with Anthony. At that time Anthony reviewed the notes on the account and assured me the charge would be reversed. He also advised if I had any issues with getting the Overdraft Charge I should contact your office (again) and your company would take care of the charge for me. He also stated this does happen from time to time. The following day an additional $35.00 Account Negative Balance Fee had appeared on my account and only until today was I able to contact your office (once again). I spoke with Devin. He was more than happy to advise the “Freeze” on my account did not take place until March 21. He seemed determined to prove me wrong however I keep detailed notes of my own. I also asked him more than once to have the calls reviewed regarding my account. He seemed to only want to prove he would win. Only when I asked for a manager or supervisor did his disposition change. As ***** directed I am sending this information to your “Back Office” in hopes to get this issue resolved. I have discussed the situation with my bank and they will not forfeit any fees because it was not a bank error. March 6, 2014: Spoke with ********* at 24 Hour Fitness; no charge to be made from February 2014, agreed to place a Freeze on my account at $10.00 a month for 6 months. Gave updated credit card information. March 17, 2014: 24 Hour Fitness charged $43.29 in error to my Master Card ending in **** March 21, 2014: Spoke with Anthony at 24 Hour Fitness and was assured $43.29 charged in error would be reversed and if there are any issues getting fees reversed to call 24 Hour Fitness back and your company would resolve the issue as it does happen from time to time. March 24, 2014: Charge $43.29 returned to my account March 27, 2014: Spoke with my financial institution and was advised no fees would be reversed as this is not a bank error. March 27, 2014: Spoke with ***** at 24 Hour Fitness and was initially told “We here at 24 Hour Fitness do not pay over draft fees”. The rest you can play the recorded call back on your end. If you notice on March 14, 2014 there were funds in my account to cover the $10.00 fee I agreed to with ********* on March 6, 2014. I travel a great deal with my work and unfortunately do not have time to check my bank account on a daily basis. 24 Hour Fitness is the only company with whom I have in trusted to auto draft on my account. This issue has taken a great deal of my time that started on March 6, 2014. I held up to my end of the agreement and now I am having to do all of the leg work to try to get the issue resolved. I expect to have both the $35.00 Overdraft Charge and the $35.00 Account Negative Balance Fee refunded to me in the amount of $70.00. Final note, I have two other 24 Hour Fittness Members in my household. They are paying close attention the this situation to see how it plays out. Thank you. I can be reached at: ###-###-#### Since this information was submitted to 24 Hour I was told on 04/04/2012 by agent Tisha there was a refund in the amount of $70.00 to my CC ending in **** Reference # *********2511. My bank has no record of the deposit or the reference number listed. I have waited long enough for the refund to my account.

Desired Settlement: I want the $70.00 repaid to me in the form of a check. I have cancelled the debit card they have on file.

Business Response: Dear Mr. ******,

We have received and thoroughly
reviewed your comments filed with the Better Business Bureau and sincerely apologize for any inconvenience this may have caused.

Unfortunately we are unable to reach you by phone to discuss this matter.  At your earliest convenience, please contact our office by calling the phone number provided in the voicemails left for you by our Member Care Specialist.

We thank you in advance for your time and patience in resolving this matter and look forward to speaking with you soon.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I came to the gym as a first time visitor i did the group excercise on a sat and returned on sunday and was badly treated by a african american woman who said she was the manager. i was told that i needed a form of id and was sent out to my car a total of 3 times to get three different forms of id because i didnt have my license. Then it escalated to me not being in the system although i was there the day prior with id and no hassle. Turned out the young caucasion woman didnt put me in the system the day prior totally not my fault. The managers deminor was very rude and arrogant and passive agressive and left me to deal with a young hispanic guy who clearly didnt know how to talk to or treat guest. Needless to say after about 20 minutes of going back and forth i was told without my id i couldnt get in due to liability issues which was ok if i was told this from the very beginning politely and with empathy due to the other young lady not doing her job. I live pretty close by and i was very interested in joining and getting memberships for my whole family. I wont now due to poor customer service and being handled the way i was handled i was only a guest being handles this way... There was a casucasion young man that tried to difuse the situation and i totally appreciated him for it but unfortunately the damage was already done. will not be joinging this gym id rather pay triple some where else and get treated with respect and excellent customer service. To make thing even worse this was on mothers day...

Desired Settlement: just acknowlegement and knowing other potential clientswont experience this.

Business Response: Dear Ms. ******

We have received and thoroughly reviewed your letter that was filed with the Better Business Bureau regarding your 24 Hour Fitness membership. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern was resolved by the local Club Manager. Should you have any further questions or concerns regarding this matter, please contact the Club Manager directly for assistance.

Once again, we apologize for any inconvenience that this may have caused and wish you success with your future fitness endeavors.

Promoting Health and Fitness,
24 Hour Fitness Corporate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up with 24 hour fitness and I was asked to bring a friend so he can get a 3 day pass to try the gym and maybe if he likes it he can sign up as an add-on on my account this was in the club in ****** *** ** ****** which made sense because I went to the gym 2 times before signing up even though i'm not a California resident. after 2 days I brought a friend to try the gym but he was denied access because he is not a California resident which wasn't specified when they asked me to bring a friend, I spoke to the manager in ****** *** and I was surprised by the way me and my friend got treated, not only was he making fun of us but also he was telling us that he doesn't allow "free working out" which i found appalling considering i'm paying for a full club access with one of the most expensive memberships they have I was disappointed and i looked bad in front of my friend who I forced to drive all the way to try the gym and I left that day. I called member services to complain but they did nothing except explaining the policy over and over again, i asked to cancel and was told to call the next day because cancellation were closed. I called cancellation the next day and spoke to *** ****** who was very nice, he agreed to cancel my membership and refund me but then he asked me to continue going to the gym until the 30th of May, I refused and he insisted that I still have access and asked me to please go to the gym until 30th of May, I agreed and i went for 2 days then I went to a different club in ***** ***** that denied me access so i called again to inquire if i do have access or not and they said I still have access and called the club to let me in. then I continued going until 8th of May when I went to the one in ********, again I was denied access by *** ******** I tried to call member services but they were closed and I thought that this was very unprofessional to keep me coming to the gym just to deny me access. I called today to complain again and I was told that the information *** ****** had told me was incorrect and that I'm not allowed to access the club. What annoys me is that it seems no one knows what they are talking about. If i was told in the beginning I don't have access it would have been ok but being asked to go to the gym and then be denied access makes me mad I'm surprised that a big institution like 24 hour fitness have all these people who give out wrong information and waste my time, gas and my face in front of my friends

Desired Settlement: I need to be compensated for my time, phone calls to customer service and the gas I paid to drive to the gym and they should stick to the promise that they made

Business Response: Dear *** *****

We have received a copy of your comments that were filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by our office.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused and wish you continued success with your future fitness endeavors.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Due to inappropriate behavior by their employee. 24 Hour Fitness has canceled my prepaid agreement # ****** prematurely without cause. I originally brought the inappropriate behavior issue to them in an email that I sent to them on 3/21/2014 regarding the incident that happened on 03/16/2014 in their ******** location. 24 Hour Fitness responded with an email on 03/25/2014, stating that someone would be contacting me, as of this date, no one called or wrote to communicate to me what was to be done. I went to their ******** location on 5/4/2014 to workout and was told that my prepaid membership had been canceled. This was the first i had heard about this, I had not requested this and nothing was communicated to me about a cancellation of my membership. I have 8 months left and want my membership reinstated from the date when they canceled which was 4/23/2014.

Desired Settlement: Refund of membership dues Reactivate membership with additional 3 months all with apology

Business Response: Dear *** *****,

We have received and thoroughly reviewed your comments filed with the Better Business Bureau. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern was resolved by the local Club Manager. Should you have any further questions or concerns regarding this matter, please contact the Club Manager directly for assistance.

Once again, we apologize for any inconvenience that this may have caused and thank you for being a member.

Promoting Health and Fitness,
24 Hour Fitness Corporate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had changed my Billing information for 24 hour Fitness that was billed at a monthly rate. I the consumer failed to update 24 hour fitness with the new information. They are requesting that I pay the entire 3 months that was supposed to be billed to me. When I initially joined the club I had paid a first and last month payment. Therefore the amount OWED to 24 hour fitness should be billed at a 2 month rate for 34.99 times two. Although it's pretty unethical to charge people for a service that wasn't used. If 24 hour Fitness were to value me as a customer they would consider removing the $34.99 to honor the last months payment. They are refusing to do so. To have to pay $108 for nothing is really bad customer service. If this isn't resolved to my satisfaction I will not return to 24 hour fitness. I will use the multiple other gyms that are available that are charging no initiation fees and also don't require a contract. Sad to lose a dedicated member over $34.99

Desired Settlement: Please see the information above.

Business Response: Dear Ms. ******,

We have received and thoroughly
reviewed your comments filed with the Better Business Bureau and sincerely apologize for any inconvenience this may have caused.

Unfortunately we are unable to reach you by phone to discuss this matter.  At your earliest convenience, please contact our office by calling the phone number provided in the voicemails left for you by our Member Care Specialist.

We thank you in advance for your time and patience in resolving this matter and look forward to speaking with you soon.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: manager of 24hr gym 1660 broadway chula vista calif. refuses to remove a filthy dust broom that is used to mop up sweat from previous spinning class ........I do the yoga class three times a week and have to put my face on the floor .........the broom is a health hazard and should be kept in a closed closet........manager says he will not remove it

Desired Settlement: I would like the manager to remove the dust broom from sight ............keep it in a closed closet........

Business Response:

Dear Ms. ******,

We have received and thoroughly reviewed your letter that was filed with the Better Business Bureau regarding your 24 Hour Fitness membership. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern was resolved by the local Club Manager. Should you have any further questions or concerns regarding this matter, please contact the Club Manager directly for assistance.

Once again, we apologize for any inconvenience that this may have caused and thank you for being a member.

Promoting Health and Fitness,
24 Hour Fitness Corporate


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We are customers of 24 Hour Fitness Worldwide Holdings, Inc, to furthermore be referred to herein as "THE CORPORATION". Many of us feel we have been treated disrespectfully by managers and staff under the employ of THE CORPORATION. This letter is going viral as we speak. We desire an open discourse with ********* ****** ******* ********* *** **** *****, CEO, CFO, and COO of THE CORPORATION, respectively. We will pursue resolution of this situation daily. *** ***** ********, manager at the ***** ****** store, is the catalyst for this customer protest.

On May 8, 2014, *** ***** ******** was rude and unprofessional upon ***** ********* **** a paying customer of THE CORPORATION for more than four years. If *** ***** ******** would have apologized for her behaviour, which is what an intelligent professional does when they make a mistake, no further action would be necessary. The rude and unprofessional activity perpetrated by managers and staff under the employ of THE CORPORATION upon paying customers constitutes breach of contract. We are prepared to pursue complete refund of ALL MONIES PAID TO THE CORPORATION. We will enlist the support of the ******** ***** ********* ****** ******** **** ***** ********* ** ********. We will find our voice. We will find the support we need. Customers are finished being treated badly by entities such as THE CORPORATION. We will pursue this daily until a resolution is achieved that honors, respects, and satisfies ALL CUSTOMERS of THE CORPORATION. Thank you for your time. Thank you *** ***** ********. "A man that stands for nothing will fall for anything." YOU WILL RESPECT US

Desired Settlement: Apology

Business Response:

Dear *** *********

After thoroughly reviewing this matter and investigating the reasons for the previous decision to revoke your membership,  
our Management team has determined that your membership privileges will not be reinstated. 

We wish you success with your future fitness endeavors.

Sincerely,
Member Support Services
24 Hour Fitness Corporate Office

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 24 Hr Fitness Manager, ***** ******* harassing and bullying my room mate & I for training together and having no cause to do so.

At approximately 12:00 PM today on April 22, 2014, my room mate (**** ****************) & I, who were working out on the squat rack on the first floor were minding our business and getting a workout in. ***** ******* the club manager of this facility, came up to us and rudely told us that we can't work out because no training or helping of other members is allowed at 24 hour fitness. I told him that this was ridiculous and that the contract ALLOWED us to workout with eacher, but he said we could not workout together if we were not on similar strength levels. He said it was a liability reason, but I mentioned that I am ALLOWED to help my room mate learn how to do squats & that we're working out together, nevertheless, he rudely insisted that we stop doing what we were doing since it was apparently unacceptable behavior to him.

I double checked the contract again, and the terms specifically say the following: "Personal Training: No member may train another member for compensation. If 24 Hour determines that such training occurs at a 24 Hour facility, the trainer and/or trainee may lose their membership." I clearly told ***** that we were room mates, & he insisted we could not work out together due to our strength differences (he specifically said we would have to be doing the same weights/reps for it to be allowed more or less which seems to me a VERY arbitrary decision). Furthermore, there was never any monetary compensation, & I am not happy that he picked us out when I see dozens of people working out with each other (men & women) while never being confronted as such. I strongly suspect that ***** ****** still has an issue with me from about two months ago when there was an issue about using the squat rack, & the cops were unnecessarily called leading to no escalation presumably due to ***** trying to intimidate me; when the cops came, they found the entire situation ridiculous waste of time & frivolous.

 I consequently filed with the BBB seeing as I thought ***** should have been able to handle the situation more professionally. Please keep in mind that from that incident in February, I have been polite, cordial, and respectful (as I have always been), and have been simply enjoying my membership for which I pay for every month & expect to make the use of without harassment or denial of the terms of the contract. In addition, I am a strength coach, per se, and have weight lifted and taught compound movements for 6 years having taught at the ***** I also suspect that ***** assumed that it didn't "look good" for business that a member was "personal training" a fellow member-Ã? & tried to deny us our right to workout together to discourage such behavior, again, which is inappropriate & unacceptable under the terms of the agreement. In any case, I would appreciate that ***** ****** is aware that any harassment or violation of the contract will not be tolerated & that both Lynn and I hope he does not bully us for again for simply using our memberships.

If there are any club-specific rules or regulations that I was unaware of, I will kindly ask anyone to respect the fact that the 24 Hour Fitness Company policies override any club-specific ones, which states: "The following Polices and Rules replace all previous Policies and Rules. If there is any conflict between these Policies and the posted club Rules, these Policies and Rules apply. The current Policies and Rules are also available on the 24 Hour website at ********************************************************** Again, I will emphasize, again my room mate and I were merely working out, where I coached her on how to squat properly, & I was told I could not do so unless our strength levels were similar. The only time this is true is if there is monetary compensation which is obviously not the case seeing as we are

Desired Settlement: I merely ask that ***** ****** does not bother us for frivolous infractions that have not occurred, that he re-read & fairly exercise the terms of the contract, & to respect us rather than attempt to bully and harass us for merely trying to workout rather than make life unnecessarily difficult for its members. It simply isn't good business. I have a right to work with whomever I please, so long as I receive no compensation from it, & I have a right to assist my room mate on different exercise

Business Response:

Dear *** *******

We have received and thoroughly reviewed your letter that was filed with the Better Business Bureau regarding your 24 Hour Fitness membership. 

The local District Manager will be in touch with you in the next 24-48 hours to discuss your feedback. 

We thank you for your patience while resolving this matter.

Promoting Health and Fitness,
24 Hour Fitness Corporate

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have left a voice message for Bill regarding the incident from last month. 

Regards,

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



Business Response:

Dear *** *******

Thank you for the follow up.

As previously stated, 24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has been addressed by the local District Manager. Should you have any further questions or concerns regarding this matter, please contact the District Manager directly for assistance. 

Once again, we apologize for any inconvenience that this may have caused and thank you for your patience while resolving this matter.

Promoting Health and Fitness,
24 Hour Fitness Corporate

Consumer Response: > our staff was acting as required when there is the appearance of someone training or being aggressive

If it really is club policy to prohibit members from training each other then it is a violation of the 24 Hour Fitness contract which does permit it as long as there is no compensation: "Personal Training: No member may train another member for compensation. If 24 Hour determines that such training occurs at a 24 Hour facility, the trainer and/or trainee may lose their membership." If it is club policy to instruct members not to train others, then that is incorrect and a violation of the agreement.
 
The problem was that it was explicitly said to me multiple times that I could not work out with this woman/my room mate who I had been training and teaching and for which I received no compensation due to our strength differences. I understand that misunderstandings sometimes happen which is why I have forgiven and forgotten about the first incident, but it’s clear that the second incident was intentional, and looking to cause difficulty and trouble for no good reason.
 
Given the inconveniences I experienced, 24 Hour Fitness should offer a credit which I think is very reasonable.
 
Thank you

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 24 Hour fitness charged my personal card in contravention of my instructions. In March of 2014 I authorized a one time payment for my fitness dues to my personal card and intentionally "unchecked" the boxes online stating that I DID NOT want the card ever charged again. It turns out they charged me again in April (which I did not notice) and then again this month. The may charge resulted in an overdraft on my account which ended up costing me an additional $108.00 in overdraft fees. My bank reversed the charge to 24 hour fitness due to non-sufficient funds but the $108 in overdraft fees remain. I contacted 24 hour fitness through their website and dealt with someone identified as "****** M." She initially apologized and asked me to send a bank statement showing the overdraft charges so that they can take a look at it and take further action to resolve the issue. After receiving my statement she said that apparently I did not qualify for an adjustment or refund. I informed her that I would be filling a complaint with the BBB if they did not take action and she responded again there was nothing she could do. In my opinion 24 Hour Fitness fraudulently charged my debit card since I instructed them the payment in March was a one time payment only and intentionally indicated this on the online payment form by unchecking the box which stated they could change my payment method and keep charging that card.

Desired Settlement: Credit me $108.00 towards my membership dues or refund my debit card $108.00 for the overdraft charges.

Business Response: Dear Mr. ****,

We have received and thoroughly
reviewed your comments filed with the Better Business Bureau and sincerely apologize for any inconvenience this may have caused.

Unfortunately we are unable to reach you by phone to discuss this matter.  At your earliest convenience, please contact our office by calling the phone number provided in the voice mails left for you by our Member Care Specialist.

We thank you in advance for your time and patience in resolving this matter and look forward to speaking with you soon.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

24 hour fitness did indeed reach me and offered a solution which I accepted so I'm not sure why they are telling you that haven't spoken to me.  They refunded the overdraft charges and I accepted this solution so there is no further action necessary. 

Regards,

******* ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: About three weeks ago I sent an email online to 24 hour fitness member services about an incident that took place in their Mountain View, CA club on California Street. No one ever responded back, so I called into member services at 800.432.6348 and spoke with a representative who apologized for the no follow up call, and would escalate the matter. No one has followed up. I had to call again and ask why? The incident that took place was from 24 hour fitness club manager *****, who has since quit the job. I was racially profiled by this invidual, and brought to member services attention both in writing, and following up with a phone call, when the incident occurred. To date, no one has called back, followed up, nor apologized for *****'s rude behavior. I'm not clear if 24 hour fitness is condoning this type of behavior in their businesses. Account_Number: *******

Desired Settlement: DesiredSettlementID: Other (requires explanation) I am requesting an apology or all of my money back!!! It's sad when you have to file a complaint, and request for an apology.

Business Response: Dear Mr. ******,

We have received and thoroughly reviewed your comments filed with the Better Business Bureau regarding your 24 Hour Fitness membership. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern was resolved by the local Club Manager. Should you have any further questions or concerns regarding this matter, please contact the Club Manager directly for assistance.

Once again, we apologize for any inconvenience that this may have caused and thank you for being a member.

Promoting Health and Fitness,
24 Hour Fitness Corporate

Consumer Response:

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 24 Hours Fitness has shown me great disrespect. I have sent the following message to the 24 Hours HQ about a month ago and they still have not responded back to me. As a current loyal member of this facility, other counselors told me that I could bring a friend to workout with me as long as he got a pass. We proceeded to print one from online. The fine print stated “User must not have been a guest or member of 24 Hour Fitness within the last six months.” The friend that I brought along was a member of a different 24 Hour Fitness eight years ago. The following are just the few ways of how we were disrespected at 10 a.m. on the 10th of May: 1. The sales associate / membership counselor Priscilla was too busy lollygagging with her male associate to notice that we were waiting for her to approve the pass. 2. Her main focus was on closing my friend out of a membership. As a military veteran with sales experience, I could understand what she was doing. Her lack of discipline in presenting herself and the club was appalling. 3. The moment she found out that my friend **** ******** was a member eight years ago; she escorted us out of the facility. **** was a potential member / client to your facility yet due to this event, we are both very upset. I was shocked and embarrassed by this. Nothing can be done to retract the humiliation we both have received on this date. I honestly do not even think I can return to this location again with my head up. Because I have been a loyal customer who wants to continue to enjoy the benefits of 24 Hour Fitness, please provide my friend to be able to workout with me at this facility for a month hassle-free. We wish not to deal with any more non-sense feeble closing skills. I have sent this e-mail out to the feedback section of the website. I have not received any feedbacks in past 72 hours.

Desired Settlement: I would like the following: - a formal apology from 24 hour fitness for their lack of professionalism. - a one month pass for my friend without any hassle. - for 24 hour fitness to train their sales associate better. - a better choice in staff.

Business Response: Dear Mr. ***,

We have received a copy of your comments filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by our office.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused and thank you for your valued business.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I, a member of 24fitness wanted my friend to tryout the gym to see if he would join me. We went online and followed to procedures in order to get him a guest pass. After we finished we printed out the paper that we were supposed to bring and showed up at the gym. I checked in and when it was my friend's turn to check in they refused his access. According to their "new store policy", guests are only allowed in 24fitness before 10pm. This a ridiculous rule that needs to be changed. The gym whose name is "24HOUR-FITNESS" does not allow guests in after 10pm. We had arrived at 24fitness promptly before 10pm. However by the time we managed to have someone help my friend check in as a guest it was already 10:05. The "acting" manager said that my friend would have to pay $15.00 if he wanted to go in. This 10pm rule was never stated in the policy when signing up for a free guest pass. This acting manager went on to say that it is just a marketing scheme that they use so guests will show up. After explaining the situation to the "acting" manager I explained to him how displeased I was the service that this gym provided and that I wanted to cancel my membership. He went on to ask me what gym I would go to after I left 24fitness. After i responded by saying I would go to YouFit because they only charge $10.00/month he replied by saying ,"Youfit? Have fun" in a sarcastic and demeaning tone. Then he went on to tell me that I am not allowed to cancel my membership until the next day because only a "real" manager can cancel your membership. I read that the "acting" manager's name tag said "****** P". After being disrespected I asked him for his name so I could file a complaint, however he refused to give me his name. This disrespectful and distasteful service mixed with the ridiculous policies have forced me to write my first complaint ever in my life.

Desired Settlement: I demand an apology for the terrible service and that the store changes its policy so that future customers don't get tricked into showing up to a place that won't let them in and then disrepects them. As well as allowing customers to cancel their memberships at anytime.

Business Response: Dear Mr. ****,

We have received and thoroughly reviewed your comments filed with the Better Business Bureau. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern was resolved by the local Club Manager. Should you have any further questions or concerns regarding this matter, please contact the Club Manager directly for assistance.

Once again, we apologize for any inconvenience that this may have caused and thank you for being a member.

Promoting Health and Fitness,
24 Hour Fitness Corporate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We PAY to have a STEAM room which has been down now for 2 weeks because they refuse tohire a Real Repair service to fix this/ We have been Lied to serveral times about this issue,and insulted like we are stupid. They do not think they have to do anything for members,and your supporting this is another insult/ This company refuses to fix things in a Timely manor. We have to travel to another Gym which is in the opposite direction. Today we where Lied to again about this issue/ So Nothing gets Fixed, and we are being Lied to concerning the issue/ Why dose a company who Never, Ever fixes equipment that is broken in less then a MONTH have your seal of approval? This makes you look stupid.

Desired Settlement: Want to know why you are GIving a company your SEAL of approval, when they do notSERVE their Customers, and refuse to Live Up to any Standard. It this is your Standard weneed to have another BBB to Complain to since you are part of the problem.

Business Response: Dear Ms. ********,

We have received and thoroughly
reviewed your comments filed with the Better Business Bureau and sincerely apologize for any inconvenience this may have caused.

Unfortunately we are unable to reach you by phone to discuss this matter.  At your earliest convenience, please contact our office by calling the phone number provided in the voice mails left for you by our Member Care Specialist.

We thank you in advance for your time and patience in resolving this matter and look forward to speaking with you soon.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 4th, 2014 at around 9:40 pm we went to the ***** ******* Sport location at ***** ********** Rd, *******, TX *****. I go to the gym every night with my cousin, and they were passing out a free 3 day pass the night before. We invited our friend to join along in workout tonight, and when she presented the pass, the man at the desk said she needed her I.D. and she had left it at home. Although it was an inconvience, it was policy so we obliged and went back home to get it. When we returned my cousin and I signed in and we waited at the desk for them to look at our friend’s I.D. There were two associates at the desk, one male was with someone and the other left another guest and looked at us and joined the other associate who was helping the other person. So we just walked in, since they knew we had come in before and we went to get her I.D. Then, ** (the manager on duty, so he said) asked in a rude aggressive tone of voice, “What do we think we were doing?” We replied, “Going to work out.” So we returned to the desk and he was still speaking very aggressive to my cousin, our friend gave him her I.D. and her pass and my cousin and him were still going back and forth and she asked him to please watch his tone and how he spoke to her, because she pays a monthly membership and is here every day and we did not appreciate his attitude. He then got on a power trip, and said my cousin and I could work out, but our friend wasn’t going in today and that maybe she could try tomorrow. The confusion and frustration at this point was at an all time high, because he told us to go and get her I.D. in order for her to get in and now he said she could not work out tonight. So my cousin asked to speak with the manager so she could make a complaint, and he replied I am the only manager here tonight. She asked so there is no one else here I could talk to, I’m sure you are not the only person I could speak with. He replied, “I am, so do what you do my ***** That is when my cousin became very angry and asked did you just call me your ***** Another associate in the membership signing up area left talking to a customer to come over to try to calm the situation, because he saw it was escalating quickly. He pulled my cousin from the desk to calmly ask her what was going on. ** screamed at him and said she is not getting in today period and we can cancel her membership now. So while my cousin and this new associate were speaking the other man that was working the desk from when we first walked in (a brown skinned male with glasses and earrings), jumped in their conversation and starting screaming they just tried to walk in without checking her in. My cousin who was very much frustrated at this point replied to him, saying “Am I talking to you, no? So don’t say anything to me.” He then got in her face and said, “Who are you talking to?” She did not back down because he was in her personal space at this point, and she replied “to you” He then threatened her and said, “I will clock out right now, because I will hit a female.” At that point, I stopped listening from the sideline and stepped in between them, because I was not going to let that happen. Then **, (the so called manager), told him no don’t hit a female, let the cops handle that. At this point I was so disgusted by the lack of customer service, I just told my cousin to stop talking to him and let’s just go home, and we could just file a formal complaint, because talking to these men were getting nothing resolved. ** started sarcastically screaming, “You want the number to corporate?” in a very condescending tone. Then we just left. I have never felt so disrespected, threatened, and mistreated in a place that I am paying to be at. I really feel like something needs to be done about this. These are the people that are representing this company and they are not doing such a good job at it.

Desired Settlement: We felt very disrespected and I feel we are all owed an apology.

Business Response: Dear Ms. *********,

We have received and thoroughly reviewed your comments filed with the Better Business Bureau. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern was resolved by the local Club Manager. Should you have any further questions or concerns regarding this matter, please contact the Club Manager directly for assistance.

Once again, we apologize for any inconvenience that this may have caused and thank you for your valued business.

Promoting Health and Fitness,
24 Hour Fitness Corporate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/26/2014 Problems with Product/Service | Complaint Details Unavailable
6/25/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Our 24 HR Fitness Club has been without air-conditioning for eight months. The gym floor is always cluttered with weights and used paper towels. This makes it difficult to traverse the gym safely and may be a health hazard. The staff do not enforce the gym rules, nor do they follow the rules themselves. Such as, using a gym towel or racking weights after use. I have been requesting that the rules be enforced for about four years. All I get are empty promises.

Desired Settlement: I would like the air-conditioning fixed, the 24 Hour Fitness rules enforced, time added to my membership, and an apology from management and offending staff.

Business Response: Dear *** *******,

We have received a copy of your comments that were filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by our office.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused, and thank you for being a member.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

**** *******

The only issue that has been addressed is the air-conditioning. Promises regarding my other complaints have been made but not fulfilled.


Business Response:

Dear *** ********

Thank you for the follow up.

As previously mentioned, 24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

As discussed in your recent communications with the local Club Manager, both they and the local Field Management team are aware of and actively involved in addressing your feedback related to your local club. We ask for your patience in allowing them the opportunity to address your concerns for the desired long term resolution.

We encourage you to stay in touch with the Club Manager so they can provide you with any updates or accomplishments regarding their progress. 

Once again, we apologize for any inconvenience that this may have caused and thank you for your valued business.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Issue: I contacted the 24Hr Fitness facility in Aurora, CO to close my account and cancelled both memberships; mine and **** *****’s (boyfriend). Both accounts were linked to my name and should have been cancelled effective September 2013. It was discovered January 2014 that 24Hr Fitness only closed ***** ********’s account and continued billing $29.99 monthly for **** *****. This continued for 6 months (Sept 2013 – February 2014) which amounts to a total of $179.94. The account was not utilized as we relocated to Washington DC and were assured that the account had been closed in September as requested. Attempts for Resolution: January 2014 = request for assistance in the Tyson’s Corner facility, informed by front desk representative ***** (or *****n) that Customer Service would look into it and follow up. NO Follow up received. January/February 2014 = several calls to ***** went unanswered after third attempt I was told to call Customer Service and that the Tyson’s Corned location couldn't help. February 2014 = spoke with Corp. Customer Service who agreed to refund $89.97 for 3 months of payments. Received refund on 2/24/2014. Escalation ticket opened for remaining balance of $89.97. Escalation Reference #************ March 2014 = contacted Escalations Dept to check on status, informed would be contacted in 5-7 business days. NO Follow up received. April 5, 2014 = Contacted Corp. Customer Service, left message with Rep for Escalations team to contact and provide update. NO Follow up received. April 8, 2014 = Contacted Corp. Customer Service, spoke with ***** (manager), who informed me that **** *****’s account was NOT cancelled as requested in January, he finally accurately cancelled the account. He re-submitted my escalation (Escalation Reference #************0)and confirmed that someone would contact me within 7 business days. I was told to contact ***** if I did not receive follow up from the escalations team. NO Follow up received. April 21, 2014 = Contacted Corp Customer Service, left message with CS Rep for ***** to return my call. NO Follow up received.

Desired Settlement: I am requesting a refund of $89.97, which accounts for the remaining 3 months of over billing. I am also requesting supplementation compensation for the quantity of time and energy which I have spent chasing down a refund and the horrendous customer service that I have received. This is not how a customer of over 10 years should be treated!!

Business Response: Dear Ms. ********  ,

We have received a copy of your comments that were filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by our office.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused and wish you continued success with your future fitness endeavors.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

Consumer Response:

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/24/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Dear Sir: I enrolled at 24 hour fitness in 2010 and paid $199.99 for the year. I received no bill in the mail this year, and noticed on-line that the bill went up to $260.57 for the year. I called to disuss with the 24 hour fitness representative and they told be that they could do nothing. I asked to speak to a manager, and they told me the manager did not have time to help. The representative suggested that she take down my number, and that a manager would call me within 15 minutes. Nobody called me. I should be charged $199.99 recurring every year because the club manager Bernard Benning guarenteed this upon enrollment. Thank you, ***** ***** *************

Desired Settlement: $199.99 for All CLub Memeber for One Year (Recurring)

Business Response: Dear Mr. ********,

We have received and thoroughly reviewed your letter that was filed with the Better Business Bureau regarding your 24 Hour Fitness membership. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern was resolved by the local Club Manager. Should you have any further questions or concerns regarding this matter, please contact the Club Manager directly for assistance.

Once again, we apologize for any inconvenience that this may have caused and thank you for being a member.

Promoting Health and Fitness,
24 Hour Fitness Corporate

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[I received a call from ***** (the club manager) advising that he would help or assist me on my answering machine. I have the message stored and saved for evidence.

 
I paid the membership the same day that ***** called. ***** (the club manager) advised me that because I had paid the membership on the same day he called that it was too late to be given my original membership rate.
 
On the answering machine (*****) called advising the he was ready to help or assist me. Once the membership was paid, he did not respond to my calls, and totally ignored me. I went into his office, and he told me the only way that he could assist me is if the membership had not been paid.
 
I called him several times after the payment was made to receive my original rate, and he totally ignored me. The 24 hour representative told me he was working out, or talking to someone every time that I called. This was after I had made payment online. Before the payment was made he was ready to help, and even left a message on my answering machine ready to assist very eagerly.
 
After, 24 hour fitness received the membership payment on-line for one year at the increased rate, he totally changed his word or promise. He totally changed his promise to provide the original rate that I received at the beginning of the membership.
 
I just want to be charged what I originally paid for one full year membership at the rate I originally paid. However, he violated my trust when he changed his word, or act like he was eagerly ready to help, but changed when the full one year rate had paid at the increased rate.
 
Regards,

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

Business Response:

Dear Mr. ********,

Thank you for your response.

Our records indicate that you were contacted by the local Club Manager in response to the additional comments you provided the Better Business Bureau, and your concern has been resolved by our office.

Should you have any further questions or concerns regarding this matter, please let us know.

Once again, we apologize for any inconvenience that this may have caused and thank you for your patience while resolving this matter.

Promoting Health and Fitness,
24 Hour Fitness Corporate

Consumer Response:

I would have liked to be credited the full $64.99 back on my debit card for the payment made, however, only received $40 back on my debit card. If possible please credit my debit card for original prepaid payment.

Regards,

***** *****

************* 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In 2007 I signed a contract for a lifetime membership at 24 hour fitness. I paid $600 up front for 3 years and was to pay $29.00 a year to maintain my lifetime membership. The last bill I received was Nov 2011. I became ill with a chronic condition and wasn't able to use the facilities for several years, but always intended to maintain my membership by paying my yearly dues. On 5/20/2014 I contacted the corporate office to inquire about my membership and was told that it had expired in March 2013 for non payment. I advised them I never received a bill after Nov 2011. I had not moved or changed any of my information so if they had sent me anything I would have gotten and paid it.

 I told her I would be more then happy to pay the 3 years missed. I was told that they sent me a notice (which I never received) as a courtesy, but they are not required to send a bill and it is my responsibility to pay when due. The only recourse I have is to re-enroll either monthly or pay a sum up front to become a lifetime member again. This appears to be a very faulty billing practice and in fact this is the 3rd time this has happened to me by 24 hour fitness. The first two times I chalked it up to being my fault and renewed my membership. It seems as if their billing practice is to send the bill if you are an active member, but if you don't use the facility for any length of time, they stop sending the bill in the hopes that you forget about it. That way you are forced to renew if you ever return to using the facility. I would like 24 hour fitness to honor my contract and bill me accordingly. I currently owe them $87 for the years 2012, 2013, and 2014. If necessary I can provide copies of Dr.'s reports.

Desired Settlement: Reinstatement of my lifetime membership

Business Response: Dear *** *********,

We have received a copy of your comments filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by our office.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused and thank you for your valued business.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: ---------- Forwarded message ----------
From: ***** ********* ***********************
Date: Fri, Jun 20, 2014 at 8:06 AM
Subject: Re: You have a new message from the BBB
To: *********************


In regards to consumer complaint #********: 24Hour Fitness has been in contact with me and the issue has been resolved satisfactorily.

Thank you for your help. I couldn't have done it without your help. 

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

6/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I purchased gym memberships with 24 Hour Fitness in 2006 at the ********* ********** location. At that time, we worked in ********** ********** but lived in ********** (zip code *****) and it was convenient to stop at the ******** club after work. Since that time, many things have changed. While we still live in the same house we no longer work in ********** My husband and I both had medical issues that prevented us from working out but we maintained our membership with the outlook that we would find our way back to the gym at some point. When we were ready to go back to the gym, we attempted to go to the ******** ********** location since it is the closest location to our home of 40+ years.

 At the time of purchasing our membership, the ******** ********** club was included in our membership. In 2011, this location was upgraded to a “super sport” club. When we attempted to use this club, we were informed that the upgraded club was not included in our membership and that since we had not attended the club within a year prior to the upgrade, we were no longer allowed access unless we paid a $20 per month upgrade fee each. It seems unfair that we are not allowed to use a gym that was within our contract when we entered into the contract, especially considering it is the club nearest our residence, the same residence we occupied when we entered into the membership agreement. The choice of 24 Hour Fitness to upgrade this club was not within our control and should not result in diminished access as compared to the access available when the contract was entered into by both parties. On April 24, 2014 I contacted member services to discuss this issue. Member services forwarded the issue to ******, the manager of the ******** ********** facility. ****** called me that evening and we discussed the issue. ****** stated she would need to look into my request and would call me back to resolve the issue the following week (April 28-May 2) It is now May 12, 2014 and I have yet to receive another call from ****** or anyone representing 24 Hour Fitness.

Desired Settlement: Access to the ******** ********** location without additional fees, as was included in the contractual membership agreement when we entered into the contract with 24 Hour Fitness in 2006.

Consumer Response:

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,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 24 Hour Fitness in ******* is a Club with its headquarters for Membership in Carlsbad, California. On December 31, 2013 I offered my credit card for payment for one month $39 and a special fee of $19. to begin a month by month payment with member services. I was told I could cancel at any time as it was month to month for this pricing. At this time I told the membership person signing me up that I only use the swimming pool area. I attended the club one afternoon the second week of January 2014. I canceled the second week of January with the ******* Club following my bad experience there with the pool area. The ******* Club told me when I called in February when my credit card was again charged and I called the local ******* Club and California one in ******* they have on their computer the cancellation recorded yet California continues to charge me.

In February and March I went personally to the ******* Club and each time I was told that the person who could help me was not there and that they could not give me a print out from the computer to show I had cancelled. The Credit Card Company ***** ******* **** wants a written notice I have canceled from 24 Hour Fitness. On March 11, 2014, I was sent a letter from ***** ******* **** Customer Service, ** ****** requested documentation my membership has been cancelled. Until they have documentation my membership is canceled the letter stated they can not help me. Since my credit card is being used fraudulently and the billing by 24 Hour Fitness has continued through April of 2014, I have canceled this card as of April 18, 2014. I am asking your help to have the monies I paid refunded. The initial reason was a health hazard of the pool in *******. The motor was being replaced for the Spa area when I made my first visit on this agreement. When I was at 24 hour Fitness, they were working on the replacement of the motor and motor sounds were a metallic frequency with the effect on me as being an old fashioned dentist chair and the sound of the dentist drill. I left the pool area went to the counter and told them I could not tolerate these sounds as I am a musician and highly irritable to the sounds and request my money refunded and cancel the membership which I understood could be cancelled at any time. The man replacing the Spa motor stated the irritating sounds will continue as a higher something or other needed to be in place for the SPA to continue to work. Instead of getting my money refunded, my credit card has been charged through May 5 of 2014. I reported fraudulent use of the card so 24 Hour Fitness can not continue to charge this card. I want all my Monies returned they have taken without my consent and in disagreement to the month to month contract.

Desired Settlement: I want ALL monies taken from my credit card returned since I was unable to use their services and I was told I could cancel at any time and cancelled in January of 2014 immediately after being unable to use their pool which is the only service there I use. 03/05/14 03/05/14

***************** 24HOUR FITNESS USA,INC 800-432-6348 CA $42.59 02/05/14 02/05/14 ***************** 24HOUR FITNESS USA,INC 800-432-6348 CA $42.59 01/02/14 01/02/14 ***************** TWO 4ONE LLC #632 CARLSBAD CA $110.59 I understand from ***** ******* **** Card additional charges have been taken out for 4/5/2014 and 5/5/2014 of $42.59.

Business Response: Dear *** ******

We have received and thoroughly reviewed your letter that was filed with the Better Business Bureau regarding your 24 Hour Fitness membership. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern was resolved by the local Service Manager. Should you have any further questions or concerns regarding this matter, please contact the Service Manager directly for assistance.

Once again, we apologize for any inconvenience that this may have caused and wish you continued success with your future fitness goals.

Promoting Health and Fitness,
24 Hour Fitness Corporate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My membership with 24 Hour Fitness is billed annually (only option) which is paid at the time the bill is received. I originally paid a large sum of money up front which covered the first three years of my membership and the fourth and all subsequent years would be billed at a rate of $52.08 annually. I rarely use this gym but enjoy the convenience of the locations when I travel.

Because I rarely use 24 Hour the fact that I didn't receive the annual bill had gone unnoticed for two years. Not knowing that my membership had lapsed I visited the ****** ****** location in ********* ** (where I reside) and was asked to input my info and scan my thumb print twice before being told that my membership was no longer active. I was stunned as I believed I was current. The pleasent manager at this location furnished me with corporate's number and I spoke with a representative who claimed that the company mailed notices and made calls to the information on file (which is the correct and most current contact information). She apologized and said there was nothing she could do. I asked to have my complaint elevated to her supervisor, as I believed that the company made no attempts to contact me via US Mail or telephone), she assured me that her supervisor would contact me as soon as the complaint was received. Five weeks later I have not received any call back from anyone at 24 Hour Fitness' corporate office.

Desired Settlement: I would like for my membership to be reinstated at the rate of $52.08 per year. I would also like to offer two years worth of back membership dues at the rate of $52.08 per year.

Business Response:

 

Dear *** ******

We have received and thoroughly reviewed your letter that was filed with the Better Business Bureau regarding your 24 Hour Fitness membership. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern was resolved by the local Club Manager. Should you have any further questions or concerns regarding this matter, please contact the Club Manager directly for assistance.

Once again, we apologize for any inconvenience that this may have caused and thank you for your patience while resolving this matter.

Promoting Health and Fitness,
24 Hour Fitness Corporate

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My complaint is as follows. Some years again, I don't recall the exact date, I was a member of 24 Hour Fitness. When I decided to terminate my membership with 24 Hour Fitness I found cancelation to be aggressively discouraged by the 24 Hour Fitness staff. After much deliberation I was able to terminate my membership with a verbal guarantee that my information would not be kept in any way by 24 Hour Fitness. Now many years later I have joined 24 Hour Fitness again and found out that they had in fact kept my information for all these years. I want my old information deleted completely. I asked the staff at the 24 Hour Fitness that I am now a member of to please delete the old information, I was told that the company keeps it and there is nothing they would do. I asked for a corporate number and I was referred to their website. I looked at the website, tried to call the company, and there is no help for my issue.

Desired Settlement: I asked the staff at the 24 Hour Fitness that I am now a member of to please delete the old information,

Business Response: Dear *** **********

We have received and thoroughly
reviewed your letter that was filed with the Better Business Bureau and sincerely apologize for any inconvenience this may have caused.

Unfortunately we are unable to reach you by phone to discuss this matter.  At your earliest convenience, please contact our office by calling the phone number provided in the voice mail left for you by our Member Care Specialist.

We thank you in advance for your time and patience in resolving this matter and look forward to speaking with you soon.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Because there is only one basketball court and members were already playing a game, I was standing on the sidelines waiting to play the next game. Minutes later another member starting waiting also, then another member came in wanting to play. When I asked if there was a sign up sheet, the other member replied, no and you do not have to worry because you are in line for the next game. When the game finished, many other members showed up and they were friends with the members I was waiting with. They shot baskets for captains and began picking their teams. It was apparent the friends wanted to play together and teams were formed in which I was not picked. I contested their decision and several of the members started making fun of what I was wearing, insisting I needed to wait until the next game, put my self on the list which just happen to show up out of no where.

They formed an alliance against me and insisted I leave. I felt frustrated and embarrassed. I resisted their treatment and indicated I was going to talk with management, they laughed at me. When I brought this to the manager's attention, he argued with me on the point of the sign up sheet being available. He walked back to the court with me and seem to be friends with or favor the other members and said he was not going to stop the game for me. By saying this without me asking him to, I am left with the conclusion he did say this to put me on the spot as if to say, their game is more important than how I was being treated. I should not have to experience being treated as a victim of bullying or harassment regardless of how subtle. Letting just the "elite" players have their way with how teams are picked and how the sign up sheet operates is unacceptable to me as a member.

 I made several phone calls to their corporate offices, yet was bounced around to other people and the call back numbers i was given went straight into an answering system. The embarrassment and disrespect I felt was not reconciled with the lip service I experienced with the people I did speak with on the phone. I again felt ushered through their protocol by being quickly moved to someone else, with no one taking the responsibility of addressing this. Prior to this event happening, I had several interactions with other members, though at the time I did not consider their comments to be a forewarning to me. But now looking back it is apparent this problem has been going on for quite some time and other members have experienced the same thing, they just decided not to say anything.

Desired Settlement: This presents an opportunity for some creativity on the part of 24 Hour Fitness. They can go through their paperwork routine with me, or maybe we can think of resolving this in ways that are enjoyable for everyone. For example, if 24 Hour Fitness has employees that can play the game of basketball at a college or semi -pro level. Maybe we can surprise the "elite" group at this location with a game played on our terms, to give them a taste of their own medicine. Hoping the future will bring a more collaborative efforts on their part to treat everyone with respect.

 Otherwise if 24 Hour Fitness treats this situation like a grade school, the situation will most likely keep repeating itself. Maybe I can have some flexibility to bring other people in our community that are good basketball players, without costs to them, or have to experience a sales pitch, to play against the "elite". Some members in my community are not even aware this location has a basketball court. This may present an opportunity for future members to sign up.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

5/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Me and my husband decided to buy a gym membership last year around March from the Imperial Marketplace Sport gym. Shortly after a few days of going to the gym, I got strep throat. My doctor didn't know why, he said it was unusual. I had to stop going to the gym for a while, and so did my husband because he said he felt under the weather every time he went. I tried to go to the gym again and again and it seemed like every time I went I got sick, so I had to stop several times in between. The symptoms where flu like symptoms, I felt like my head was congested, it would start off with sneezing. The last time I went was a few weeks ago, at the nearest location where I now reside in, Oceanside. I got sick again and I finally connected the dots, that maybe the gym wasn't being maintained and cleaned regularly. When I would work out, I did not see much of workers cleaning the machines, I tried my best to clean them before I used them myself. I cancelled my gym membership shortly after my last workout. Then I called the 24 hour fitness 1-800 number and they redirected me to the club where I signed up, which is the one on Imperial in San Diego. I spoke with the manager there, I think his name is Brannon. I asked for a full refund and explained to him how it was not fair that the services caused more harm than help. He basically said they don't give out refunds. I asked if there was anyone else that I can talk to about getting a refund. He said that he would contact the main office, and that they should contact me within a few days, but they didn't. I really do not want to keep calling and getting the run around, so that's why I'm seeking help.

Desired Settlement: Full amount I paid towards my gym membership, including the down payment.

Business Response:

Dear Ms. *********,

We have received and thoroughly reviewed your letter that was filed with the Better Business Bureau regarding your 24 Hour Fitness membership. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern was resolved by the local District Manager. Should you have any further questions or concerns regarding this matter, please contact the District Manager directly for assistance.

Once again, we apologize for any inconvenience that this may have caused and thank you for your patience while resolving this matter.

Promoting Health and Fitness,
24 Hour Fitness Corporate

Consumer Response:

Thank you for your help, 24 hour fitness and I have come to a reasonable agreement and my complaint has been resolved.

 

-****** *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On January 18th, 2014 I was playing basketball at 24 hour fitness and although I always lock it up, this time I decided to put my bag in the gym, like alot of people do while they play basketball. Long story short, the next day I noticed that I had all the cash missing from my wallet (approximately $520). I know the only place it could have got stolen is while at the gym because my wallet never left my back pocket other than when it was in my gym bag. I filed a complain when I went to the gym the day after that, on January 20th, 2014.

I talked to one of the employees there, he sat me down and asked me questions about it while he wrote out a formal complain. At the end, I asked when will I hear back from them about what happens next, and looking at the video tapes from the camera that was right above where I put put my bag in the gym,he said something like "Once it's filed off to corporate, it's all in their hands, we have nothing to do with it now." So I gave corporate a month, and after realizing that they probably won't ever contact me or take my complain seriously, I called and emailed corporate (around the end of Febuary).

 When I got a hold of someone they said they never received my complaint, and that they will call the manager at my local 24 hour fitness to see what happened to it. About a week or two later, in mid March, someone from my local store called me, saying I need to file a police report in order for them to look at the tapes( I assume it's the same guy who I initially filed the report with. I don't know his name but his desk is the corner one closest to the front desk). After he told me this, I called the police station who sent me to the ******* ****** Sheriffs office, where I filed a complaint, only to find out on April 3rd from the investigator that the tapes have been deleted because it's been so long, and there's nothing more they can do.

 So that's what happeend, and I'm just really upset with the way they handled the situation. Of course they probably have signs around their gym saying they aren't liable for things stolen, but that doesn't mean they can react to crime with indifference when they have the ability to probably solve it. My bag was right below a camera in the gym. I put my coat over my bag, so whoever was messing with my coat and bag would have been easy to spot. And since everyone has to check in to the gym, you could go back and see when the person checked in and find out who it was fairly easily. There is absolutely no reason for them to tell me initially that it's all handled at corporate, then later tell me I need to file a police report. What is the policy when something is stolen? Do they look at the policy? Does everyone have to file a police report? I don't think they have a clear policy. Lack of police is only part of the problem, however, as the way I was treated was very poor.

In fact, after I filed the initial report with 24 four fitness and I asked the guy about the status of it, he simply said "It's handled at corporate, but I'd lock up your bag if I were you." I felt like this was insulating my intelligence, rather than actually caring about the money that was stolen from me.

Desired Settlement: I believe I'm entitled to at least the $520 that was stolen from me, and probably could have been solved. I spent alot of time and effort caring about this, only to have them delay and avoid actually solving the problem. They could have looked at the tapes the moment I filed the complaint. They didn't do this. Instead, they filed a report, which never got filed or got lost, then eventually told me I need to file a police report in order to look at the tapes, but I don't think that's a policy, or he would have told me that from the get go. Due to this series of events that resulted in zero chance of my case being solved,when there should be a very good chance, I believe I'm entitled to what got stolen, even though I know they didn't steal it and they have signs saying they aren't liable. They turned a blind eye.

Business Response: Dear *** *******

We have received and thoroughly reviewed your letter that was filed with the Better Business Bureau regarding your 24 Hour Fitness membership. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern was resolved by the local District Manager. Should you have any further questions or concerns regarding this matter, please contact the District Manager directly for assistance.

Once again, we apologize for any inconvenience that this may have caused and thank you for being a member.

Promoting Health and Fitness,
24 Hour Fitness Corporate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: For almost 6 months there has been no A/C in my gym. NUMNEROUS complaints to the local, regional and corportate ofices have gotten ZERO response back. There has been no concern for the health and welfare of clients workingout in the 80+ degree temperatures that characterize South Florida for the better part of the year. The gym is in disrepair, uncleaned, emergency exits are blocked with equipment. Doors are kep locked that should be open for access. It id s MESS!

Desired Settlement: I want to hear from someone at the corporate offices, please!

Business Response: Dear *** ***********

We have received and thoroughly reviewed your letter that was filed with the Better Business Bureau regarding your 24 Hour Fitness membership. We sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible.  We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern was resolved by the local Club Manager. Should you have any further questions or concerns regarding this matter, please contact the Club Manager directly for assistance.

Once again, we apologize for any inconvenience that this may have caused and thank you for being a member.

Promoting Health and Fitness,
24 Hour Fitness Corporate

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

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


The club manager has contacted me and he works very hard to help assuage concerns, but it does not take away from the fact that I asked for a phone call from the Corp. Office in California, four times I requested. Never once was my request granted. Never once was I sent an email or any kind of response. 

 
Our club manager is a good manager and he is working VERY hard, however, my issue is still unresolved and I want to speak to a corporate representative.
 
**** **********

Business Response:

Dear *** ***********

Thank you for your response.

Our records indicate that you were contacted by a Member Care Specialist in response to the additional comments you provided the Better Business Bureau, and your concern has been resolved by our office.

Should you have any further questions or concerns regarding this matter, please let us know.

Once again, we apologize for any inconvenience that this may have caused and thank you for being a member.

Promoting Health and Fitness,
24 Hour Fitness Corporate

Consumer Response:

 

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,

**** *********r

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/14/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: false advertising, promising products and services that were not provided. i was promised a month free of services/membership if i signed up with them back in 01/06/2014. by general manager. recently having problems with customer service/front desk personel. yelling and screaming in front of other members. my acount has been on hold for some mistake made by their office. my credit card is current and active, works perfectly, i have to stop every day for the last 4 days and give my bank card information all over again. a total of 4 days in a row. problem not resolved. general manager ***** ********. has taken the information and charged my acct 4 times, 4 diffrent days. ************ *** **.false promises and false advertising by their own managers is not the legal, right way to do bussiness. sign customers into false promises.

 Product_Or_Service: membership fees

Desired Settlement: Desired Settlement:  not to have any more FALSE PROMISES to future customers. and to refund the money i know i was not the only member that was given this promises in order to gain more clients.

Business Response: Dear *** *******,

We have received a copy of your comments that were filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by our office.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused, and thank you for your valued business.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been a member at 24 Hour Fitness for approximately 28 years. My dues are very low because I started so long ago. Some years ago they ran and promotion where I could add a family member for the same amount that I paid. I added my daughter *****. She has had a membership now for at least 5 years. They link our memberships not only because of her low due amount but also because I have my debit card attached to pay for both sets of dues.

 Back in July of last year, my debit card was breached and caused me to get a new one. I called 24 Hour Fitness and provided them with the new number so as not to put a lapse in our memberships. My daughter and I both have our email and phone numbers attached to our accounts. My daughter went in to use the Gym about a month ago and was told that she no long had a membership. Obviously she was not happy and called me to find out what had happened. I was unaware of anything that would cause this and I sure did not cancel it. Come to find out when they entered the new card information they did not enter it for both memberships and therefore after a certain amount of time, they cancelled it.

 Not only did they not contact either of us but it was their accounting error that created the situation. They denied any wrong doing and informed me that I would need to pay $99 to re-instate her membership along with the first and last months dues. I was very angry that I was being charged for their mistake and they knew that because of my low rate in dues, I would not cancel both memberships. After sitting on the phone for an hour arguing about the bad service, I agreed to pay the $111.71 on 4/14/14. I was informed that my daughter was all set and could immediately start returning to the gym. After neither of us had ever received any kind of communication from 24Hour about the lapse in dues, my daughter just got one today. They are stating that there are no payments that have been applied to either membership. I have now spend a few hours with a ton of frustration on a situation that they created by mistakenly not removing on credit card and adding another one. I am very angry with this company as I feel like they are trying to upset me enough to cancel my memberships. This is very bad customer service and they have created a very upset customer of 28 years for $111 that they should have just taken care of.

Desired Settlement: I would like to have them credit me back the $111.71 that they charged me to re-initiate my daughters membership. It should have never been cancelled in the beginning. They should be taking care of their customers that have been with them for this amount of time. Just good customer service. I would never refer them to any one at this point. Thank you for your assistance on this issue.

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

 PS. My dates might not be exact. I was not something I documented.

Business Response: Dear *** **********

We have received a copy of your comments that were filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by our office.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused, and thank you for being a member.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled my services on 03/20, and have never had easy access to their online services, this was partly the problem, along with being charged a late fee because the correct information was not taken and the representative I spoke to was not helpful at all and stated they would do a one time "favor" removing the late fee even though they had charged my account at the facility for the month that was so called late and stated it would be the one they charged from then on out, AFTER I ghad put my new account information in the system online.

 I called after finally accessing online, having issues as always, to see what they actually were billing me, to find out they were asking for another 45.00. At this point, I had used their services once on two months, and hardly at all the entire year and the headache was too much for the cost, so I called to cancel. She charged me the 29.99 to cancel and removed the 15.00 fee, and today I woke up to two charges of 29.99 to my account, less than a month later, I disputed the amount through my bank, because I have been unable to get through to 24 hour fitness' cancellation department, calling two separate times today, both on hold for almost an hour.

Desired Settlement: I am requesting they oblige my bank requests to cancel this amount as I am unable to speak to anyone there without being put on hold for a very long time.

Business Response: Dear *** *********,

We have received and thoroughly
reviewed your letter that was filed with the Better Business Bureau and sincerely apologize for any inconvenience this may have caused.

Unfortunately we are unable to reach you by phone to discuss this matter as the voice mail box for the phone number provided in your correspondence is full.  At your earliest convenience, please contact our office by calling #************ for further assistance.

We thank you in advance for your time and patience in resolving this matter and look forward to speaking with you soon.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have cancelled my membership 3 times but they keep charging my credit card every month. They told me my account was on a hold and became active again. This is not true. In March I cancelled for good and they assured me my membership was cancelled. Then they charged me again in April.

Desired Settlement: I need my payment refunded and I need my payment information deleted from their system. If they charge me one more time legal action will be taken.

Business Response: Dear *** *********

We have received a copy of your comments that were filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by our office.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused and wish you continued success with your future fitness endeavors.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Starting in June 2013, 24 Hour Fitness has been charging myself, along with my insurance ****** every month through March 2014. I notified 24 Hour Fitness to stop charging me back in May 2013 because I am paying my insurance to pay for my membership at the health club through the health program ****** ********.

 But 24 Hour Fitness still charges me AND my insurance so I am paying double for my membership. 24 Hour Fitness is very aware of the situation I have contacted their corportate office and my bank at ***** to dispute the charges but 24 Hour Fitness will not cooperate, they only refunded me the most recent month I paid. I have proof that my insurance has been paying since June 2013- April 2014 and proof that 24 Hour Fitness has been charging my credit card.

Desired Settlement: That 24 Hour Fitness refunds my credit card of the membership fee of every month of $32.46 from June 2013- February 2014 so a total of $292.14

Business Response: Dear *** ***********,

We have received a copy of your comments that were filed with the Better Business Bureau and sincerely apologize for any inconvenience that this may have caused.

24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service or our facilities.

Our records indicate that your concern has since been resolved by our office.  Should you have any further questions or concerns, please let us know.

Once again, we apologize for any inconvenience that this may have caused, and thank you for your valued business.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes<