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BBB Accredited Business since

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 13 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 1218 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

1218 complaints closed with BBB in last 3 years | 722 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 85
Billing/Collection Issues 380
Delivery Issues 15
Guarantee/Warranty Issues 10
Problems with Product/Service 728
Total Closed Complaints 1218

Customer Reviews Summary Read customer reviews

84 Customer Reviews on 24Hour Fitness USA Inc
Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 1
Negative Experience 80
Total Customer Reviews 84

Additional Information

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

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/29/2016 Problems with Product/Service
8/27/2016 Problems with Product/Service
8/25/2016 Problems with Product/Service
8/25/2016 Billing/Collection Issues
8/25/2016 Billing/Collection Issues
8/24/2016 Problems with Product/Service
8/24/2016 Billing/Collection Issues
8/24/2016 Problems with Product/Service
8/24/2016 Problems with Product/Service
8/24/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The 24 Hour representative told me in the store that I was signing up for a monthly payments but it was a year contract, which he made unaware to me. The entire context of my conversation was on the basis monthly payments and I could cancel whenever I choose to. This was not the case as i've tried cancel and I found out that the actual paperwork was for a year contract. I was deceived by their representative and their practices.

Desired Settlement: I signed up on April 20th 2016 and I used my membership for two months. I decided I wanted to cancel in July and found out I couldn't cancel it. I have stopped using it since June 20th and want a refund for July 2016 and to cancel my membership.

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

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 local Club Manager.


We look forward to speaking with you soon.

Promoting Health and Fitness, 
24 Hour Fitness Corporate Office

8/24/2016 Advertising/Sales Issues
8/23/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint:

I have been a member for 10 years & have purchased personal training for several years.

On 4-30-16 I purchased 20 1/2 sessions at $40 each for $800 .. They were purchased in good faith. The charges were broken into 3 payments. My credit card was charged $266.66 on 5-2-16, $266.67 on 5-17-16 and $266.67 on 6-20-16. I have used 5 sessions. The ***** ** clubs were sold to ******* ****** and without notice to any customers in ***** ** - all memberships were canceled on 6-15-16.

I have been told by 24 fitness customer service no longer a member and cannot access info. I sent an email on their website. Received a phone call from a guy stating he was calling from 24 Hr and looked up my info. states that ******* received all the records and they cannot refund my money . When I explained by credit card was charged after 24 hour canceled the membership, he kept repeating the same corporate response. He refused to send an email or letter indicating that part of the sale, ******* was to continue.

I have spoken to ***, regional manager with *******. They have not received the files from 24 yet, only member lists. He cannot tell me if the remaining 15 sessions will be honored or not as they have no files on anyone to know what members have. I filed a dispute on the 6-20-16 charges with my credit card. I have $600 worth of training that I cannot access. no membership = no training.

24 should not have charged by card AFTER they canceled the membership. I am asking for prorated refund from the total charges $800 ($600 prorated unused sessions) and especially a reversal of the $266.67 charge submitted after the membership was canceled.

Desired Settlement: Want refund or billing credit for the remaining 15 sessions at $40 each = $600 - but especially a reversal of the 6-20-16 charge that occurred after my membership was canceled. ($266.67). They breached the contract my not fulfilling their end of the contract to provide the purchased services or providing my records to ******* ****** or to me in writing of the sessions remaining and that the agreement between ******* and 24 hour Fitness was that ******* will continue the purchased sessions at no additional charges.

Business Response:

Dear *** *********

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

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.

 ***** from 24 Hr called me.  The are refunding the first 2 payments for $533.28 via check.  She claims 24 Hr did not charge my credit card and did not receive payment for the 3rd charge after my membership was canceled.  I checked with my credit card company and was informed that 24 Hr fitness , Carlsbad CA submitted the charge. They told me they have to wait at least 60 days to allow the dispute with 24 HR to respond.  So once the check is received (and clears the bank) and the credit card charge is resolved, then I will let you know.  At this point it is only partially resolved.  any questions, feel free to contact me. thanks

Regards,

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



Business Response:

Dear *** *********

Our records indicate that a Member Care Specialist has contacted you in follow up to the additional comments you provided to the Better Business Bureau and they have resolved your concern. Should you have any questions, please let us know. 

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.

Since I sent the last response, NO ONE from 24 hr fitness has contacted me as they indicate.  As I mentioned, before, once the dispute with the credit card charge on -6-17-16(posted 6-20-16) is resolved and I receive the promised $533.28 refund from the first 2 charges and the check clears the bank, then it will be resolved. My credit card company has indicated that 24 hour fitness, calrsbad CA in fact did summit the 3rd charge on 6-20-16 and they need 60 days to resolve the issue. Until this happens, I cannot close out my complaint

Regards,

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



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

Our records indicate that the requested refund has been processed and refund check #****** was mailed to your address on file on July 14, 2016.  


Sincerely,
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.

yes I did receive the refund check of $533.33 but it has not cleared the bank yet.  The remaining issue is the 3rd charge on 6-17-16 posted 6-20-16 of $266.67 to my credit card.  This is in dispute with the credit card.  they cannot get a response from 24 hr fitness.  see attached bill showing the charge


Regards,

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



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

As previously stated, our records indicate that a refund has been processed and refund check #****** in the amount of $533.33 was mailed to your address on file on July 14, 2016. 


Regarding the additional refund you are seeking in the amount of $266.67, our records indicate that 24 Hour Fitness did not successfully collect this payment as it was reversed by your bank. Although you provided a bank statement indicating a pending charge for $266.67 dated 6/2016, this payment was later reversed on 7/9/16 as a result of the dispute process you initiated with your bank. Your banking institution stopped payment and as a result, 24 Hour Fitness did not collect this payment. Additionally, this amount has been waived in our system as an extra precaution to assure you there will no further attempts for 24 Hour Fitness to collect this amount.   At this time, our records indicate that the appropriate refunds have been issued and there are no other refunds due to you regarding your account. 

We hope that this brings some clarification to your concern as well as the terms of your refund.  Should you you require any further confirmation regarding the stop payment initiated by your bank, we encourage you to contact your banking institution for further assistance.

Sincerely,
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 understand what the message is saying.  my credit card company indicates that 24 hour fitness has 60 days from 7-9-16 to respond to them regarding the dispute.  until 24 hour fitness responds or the 60 days comes - whichever comes first - this is not settled.  ***** from 24 hr fitness called me on Tuesday 8-16-16 and this was informed to her.  she stated she would talk to the accounting department to communicate with the credit card company. She stated she would call me back by Friday. She has not .  I just called the card company and they have not received any response or inquiry from 24 hour fitness. So according  to my credit card company, the charge is still pending.  either 24 hour fitness must respond to them to clear the issue or after the 60 days it will become permanent.  so until either one occurs, I still have an unresolved situation. 

Hopefully 24 hr will be true to their word and not rebill again later, but you never know about things anymore. 

Regards,

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



8/22/2016 Billing/Collection Issues
8/22/2016 Problems with Product/Service
8/20/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint:

The company I work for had a deal with 24 hour fitness where I pay $5 a month and my company was supposed to pay the rest. It was a good deal and 24 hour fitness was promoting it to all our employees. Turns out that was a mistake as the deal was only for our *** ********* office so they canceled my membership and would not allow me to enter.

Yes I am upset that I signed a "contract" with them and they canceled it on me due to a mistake they had with my place of employment, but if they weren't getting their money from my company I guess I understand. My problem with this company is that I had to pay first and last months fees when I signed up and then they canceled my membership on me right after I paid for another month of attendance. So according to my math I paid $10 for two months of a gym membership and I don't even get the chance to enter the gym. I requested for the $10 to be refunded to me and I would be ok with that and they said "we'll see".

I gave it a couple of months and still no contact from management or refund in my bank account. I would like my $10 they stole from me.

Desired Settlement: I want my $10 back since I paid for two months of a gym membership and I did not get the chance to attend.

Business Response:

Dear *** ********

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

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,

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

8/20/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint:

I gave my credit card to pay my monthly subscription. I sign on with the electronic pen for my monthly payment. My receipt was email to me.BUT my signature was duplicated as i received the sales receipt for my payment AND they received my request for updating the agreement???????????????

UPDATE AGREEMENT without been told anything on the spot and that i accept recurring payments on my credit card.......... which i do not. I go back to the store and the manager told me that either i accept it or i have to cancel my subscription. My complain is for misleading and mall practice for the following reasons. i had already enroll from may 20 without been asked to enroll in EFT .

Secondly i never asked to update my payment agreement i was never informed on site i was never given a receipt on site. and at the end i had to choose either to accept it or cancel my subscription loosing 113 dollars i already had pay to enroll. I believe as a consumer that the dilemma accept recurring charges on my credit card (manager **** told me it is the business policy, although in the first month it was not ?) is extortionate and violates my consumer rights to choose my way of payment and to pay which ever way i like and definitely not on recurring automatic payments without been able to precheck what i will be charged every time but only after the payment its already done ...........

i also complaint that i do not think its legal to duplicate my signature on two document without my consent while i was mislead thinking i was authorizing my monthly payment. At the end the practice or policy of a business should be clear and explanatory in all details at the spot. receipts should be given on site and all relevant papers and not to be emailed.

Signature in no way should be duplicated in different documents which constitutes agreement without the consent of the client. thank you

Desired Settlement: i would like to pay by month to month basis and of course the company should change its practices if the BBB agrees that the above happen to me are not right for the consumers rights and it violates indirectly the free will of costumers. thank you very much

Business Response:

Dear *** ************

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

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.

No solution or any serious reply  to my legitimate request what so ever.
Regards,

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



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

As previously stated, ou
r records indicate that your concern was addressed by the local Club Manager. During your conversation with the Club Manager, they reviewed what payment options are available to our members - monthly or prepaid billing. 


Our records indicate that you purchased a monthly agreement which requires a credit card or bank account on file to electronically debit the monthly dues on the agreed upon date referenced in your signed contract. Members may not make manual payments in lieu of the automatic billing on an ongoing basis. As such, you are required to provide a valid bank account or credit card for your monthly dues deductions in order to retain your membership. 

As a gesture of goodwill, the Club Manager has opted to rewrite your agreement to a one year prepaid membership where a bank account or credit card is not required as you simply prepay the 12 month prepaid term. At the time your account expires, you can repurchase another prepaid agreement should you wish to continue a membership with us. Should you wish to accept this offer, please let us know.

We hope that this brings some clarification to your concern as well as the terms of the membership agreement that you purchased with 24 Hour Fitness. For your convenience, a copy of your membership agreement has been sent to your email address on file.

Sincerely,
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 that there is no way to satisfy my rights as a consumer. The reason is that the company does not explain the fabrication of a document with my signature without my consent.

Secondly the company states that i was offered to prepay for the year but they do not reveal that the price will be almost double form 29.99 to 59.99

It is obvious that the business say take it or leave it.

 

Its obvious that BBB has no vital power or  control over the multi corporations and business and the only way to fight for your right is through the judicial system.

i am  considering my complain finished to the point i decide whether i should proceed with a lawyer or not.

i reserve any right for my case and i am abandoning this complaint  regarding the involvement of BBB..

Thank you very much   BBB for your efforts.

**********

Regards,

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

8/20/2016 Billing/Collection Issues
8/19/2016 Problems with Product/Service
8/19/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint:

I signed a month to month contract with 24 hour fitness. I requested that they cancel my contract after a few months into the month to month contract. They refused and said that even though their sales rep informed me that it was a month to month contract that in fact they would not take responsibility for their personnel therefore I was still liable fro the balance of this contract.

The 24 hour fitness sales rep was very clear about this month to month contract. I told the sales rep before signing up that I only would sign a month to month contract The sales rep insisted that this digital contract which was not printed out and which I signed digitally, was a month to month contract which I could cancel without penalty at any time. All I want to do is to cancel my contract and not pay a penalty.

Desired Settlement: Simply to Cancel the month to month contract without a penalty.

Business Response:

Dear *** **********

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

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 the company has completely resolved the situation.

i am completely satisfied.

Regards,

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

8/19/2016 Problems with Product/Service
8/19/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint:

On June 22nd 2016 I called the main membership line (**************) to add a family add on to my account. After looking up my membership details and the club to which I belonged I was informed that it would cost $24.99 for a family add on without any joining fee. I accepted this and shortly after the call I received a confirmation email that states: "This email confirms that you have elected to add a new Family Add-on to your current account for just $24.99 per month (plus applicable tax). The membership for the new Family Add-On member will have the same membership privileges as your current membership. There will be no initiation fees for this Family Add-On membership.

You will just need to pay first and last months' dues, and set up the credit card or bank account you'd like to use for the electronic billing for this new Family Add-On membership, which should match your current billing information. Please print this email and bring it to your local club along with your new Family Add-On within 60 days of the date of this communication to get them enrolled." On June 26th 2016, per the email's instructions I visited 24 Hour Fitness, ******* ***** with the person to be added to my account with the printed out email. After talking to the front desk staff member we were informed that they would not be able to add a member onto the account at the agreed upon price and that we had to pay $39.99 per month as it was a "Super Sport" club.

We were told that the existing membership is grandfathered in hence having the privileges to attend the 24 Hour fitness at this location. After pointing out that the email states that the "same membership privileges" apply, we were still denied the add on membership at the agreed upon price. On June 29th 2016 we called to talk to the club manager in an attempt to resolve the issue but they were unavailable so we left a message for them to call back. We did not hear back from them hence this issue remains unresolved.

Desired Settlement: Honor the family add on membership with the same privileges, at the agreed upon price of $24.99 per month as is clearly stated in the email from 24 Hour Fitness.

Business Response:

Dear *** **********

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

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,

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

8/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I would like to request a cancellation of my membership effective today and any applicable refunds.

Desired Settlement: Cancellation (mail proof to address) and refund

Business Response:

Dear *** *****

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

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,

***** ****

8/17/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint:

i joined 24 hour fitness on April 25 in the ********, whitwood mall location .*** who was the manager told me that monthly charge will be 24.99 . He never told me about annual fee. in july i wads charged 49.99 for annual fee. i feel i feel since i was not informed about annual fee i should not be charged, I am going to be in silver sneakers medi care program from Aug 1. i notified the ******** facility about this and asked when to cancel my regular membership since my status was changing,

They informed me that the cancellation is effective the day you cancel and i wont be able to use the facility any more. But when i contacted the 24 hour fitness main number on July 19, i was told that i could have cancelled on 6/25/2016 and could have used the facility till 7/25 since i paid my last month's dues in advance. Because i was misinformed by ******** facility i ended up paying 24.99 in addition. i should be refunded 24.99. i have contacted ******** location and 24 hour fitness offices but they were not helpful.

Desired Settlement: refund annual fee of 49.99 and one monthly fee of 24.99

Business Response:

Dear Mr. *****,

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

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,

****** *****

8/10/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint:

joined the gym 2 months ago and signed up for personal training. The General Manager ******* assigned me a trainer named *** (I think his real name is *********** *** *.) All was fine for the first two weeks and he seemed like a perfectly normal guy until I noticed the general manager and another manager named ***** monitoring my training sessions.

Followed by constant interruptions from them. When I asked ***, the trainer, what was going on he simply said that they asked if he and I were dating. It was soon being said by more than just management . Other gym patrons that were in classes with me and other trainers started inquiring too. (please keep in mind that I have no relationship with this trainer other than working out inside the gym and would never date him under any circumstances. He is not even close to the type of guy I would be interested in.)

The trainer would get angry if another guy in the weight room looked at me and start ranting about how he would hit them. (I never nominated him to be my guardian) He accused me of trying to catch a man because I wear workout tights. (I am not sure what women's workout pants are not somewhat tight especially if you are curvy)

Eventually it came back to me that the reason why everyone thought we were dating is because, according to the other trainers, *** told that and not only dating but we had been sleeping together. He even went so far as to tell another club member that a guy I know came up to him and tried to have an altercation with him over me which is a complete lie.

When I asked him about it of course he gave a different account. Long story short, I have since felt extremely uncomfortable visiting this gym. It is the one closest to my house but this guy is a creep. I don’t want him to come near me or talk to me or anything. It is a defamation of character, a form of sexual harassment and extremely unprofessional to lie on customers especially in a sexual manner.

Desired Settlement: the best outcome would be that this person no longer works there because I am sure i am not the first woman he has done this to. Who knows which unsusupecting woman could be next.

Business Response:

Dear *** ********

Our records indicate that your concern has been addressed by the local Club Manager. 

Should you have any questions, please let us know.

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 branch customer service manager said that she is sorry to hear about it and hopes I come back and had a talk with the whole staff. Nothing was done to ensure that this doesn't happen again because he still works there and I can only now go to the gym when I feel he may not be there . I am totally uncomfortable. It should have never happened in the first place it's a form of sexual harassment and I am paying for a service not to be defamed by the gyms employees. It's disgusting and I am not satisfied and I told her that I'm not comfortable still. It's not resolved and I'm not happy. 

Regards,

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



Consumer Response: I did receive contact from them but nothing was resolved. 

8/10/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint:

In October of 2015 I signed up for two fitness memberships with employee ****** *********. He assured me the agreements could be cancelled at any time that is why I paid the first and last month fee for my membership. In March of 2016 I called the telephone customer service center to cancel my membership. At that time I was informed that I could not cancel because the primary membership was in a one-year agreement.

I informed that telephone customer service representative that was incorrect, I was not in a contract. She said the primary agreement was in a contract, but the add on was not. At that time I requested the add on be cancelled. The representative said she cancelled the add on and would give me a three month discount on my main plan. On July 5, 2016 I was charged $80. At this time I called customer service again and was informed the add on was never cancelled and I had been charged for both memberships.

After requesting a manager, my call was escalated twice and I was offered to cancel my membership for another $80 and the add on for the month of July only was refunded. I am requesting a refund for both memberships from March 2016-July 2016 for a total of $140 (minus the July add on refund) plus $80 paid in early termination fees. The sales/business practices of 24 hour fitness are misleading.

The phone customer service representatives are rude and unhelpful (I have spoken to a total of 4 since March).

Desired Settlement: I am requesting a refund for both memberships from March 2016-July 2016 for a total of $140 (minus the July add on refund) plus $80 paid in early termination fees for a total of $220. The sales/business practices of 24 hour fitness are misleading. The phone customer service representatives are rude and unhelpful (I have spoken to a total of 4 since March).

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

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 look forward to speaking with you soon.

Promoting Health and Fitness, 
24 Hour Fitness Corporate Office

8/10/2016 Billing/Collection Issues
8/2/2016 Billing/Collection Issues
8/1/2016 Problems with Product/Service
7/30/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint:

I had signed up for a membership at 24 hour fitness in January 2016 at the ********** *** ** ******** When signing up I agreed to pay for the first month and the last month as part of a commitment agreement for the year to which I had the right to cancel. What they didn't tell me was that even if you cancel you still have to pay the rest of the months membership anyway and you have to pay an annual fee of 39.99 plus tax of which I was not explained about.

When I called about this annual membership fee on top of the monthly they said it was not refundable and when I said I wanted to cancel that's when I learned I had to pay the rest of the outstanding months anyway for the year (This was in June 2016). I was not explained to these portions of the aggrement of which they had no incentive to explain and I believe they are in bad faith as they are one sided and do not offer me any benefit and are only meant to garuntee the business of unwilling customers.

I paid the last month of the agreement upfront which I thought what was meant when they said it was a commitment but the other terms which force me to pay later were not explicitly brought up when I was first signing up.

Desired Settlement: I want to be not forced to owe all future months from cancellation to end of agreement and have a refund on the annual agreement fee. I also want others not to be deceived into thinking 24 hour fitness has a legitimate cancellation process(one that does not force customers to owe membership fees for the months they are not a member for).

Business Response:

Dear *** ******

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

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.

There was a follow up call from someone but all they did was deny responsibility and defend the actions of their corporation. There is no agreement to not be allowed to cancel without a 200.00 dollar termination fee or agreement to automatically charge an annual fee because these one sided fees  were not explained at the time of signiture where there is supposed to be a meeting of the minds.

I would not have agreed to membership if these things were explained to me and I highly believe that the salesman/manager do not have any incentive to explain these terms and purposely avoid them.

Regards,

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



Business Response:

Dear *** ******

Our records indicate that a Member Care Specialist has contacted you in follow up to the additional comments you have provided to the Better Business Bureau, and they have resolved your concern. 

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 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,

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

7/29/2016 Advertising/Sales Issues
7/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint:

I CANCELLED THE MEMBERSHIP ON JUNE 11TH. MY MONTHLY BILLING DATE IS THE 25TH AND I WAS BILLED ON THE 25TH AND THE PAYMENT CLEARED ON THE 29TH BY ******* WHO JUST BOUGHT 24 HOUR FITNESS SINCE MY CANCELLATION. WHEN I CALLED ******* FOR A REFUND, THEY SAID THEY DID NOT CHARGE MY ACCOUNT $32.09 (THE MONTHLY BILLING AMOUNT).

THEY SAID THEY COULD NOT REFUND WHAT THEY DID NOT CHARGE. WHEN I CONTACTED 24 HR THEY SAID MY MEMBERSHIP WAS CANCELLED WITH THEM AND THEY TRANSFERRED MY INFORMATION TO *******. FINALLY I WAS TOLD THAT I WOULD NEED TO CONTACT ******* TO CANCEL MY MEMBERSHIP.

WHY DO I HAVE TO CANCEL TWICE. I RECEIVED A CONFIRMATION LETTER FOR 24 STATING I WAS DONE. NOW BUSINESSES ARE ACCESSING MY ACCOUNT INFORMATION AT WILL AND I AM TOLD I MUST GO TO A LOCATION TO GET THIS RESOLVED?

Desired Settlement: I WANT MY BANK ACCOUNT CREDITED FOR THE WITHDRAWAL OF $32.09 AND I DO NOT WANT TO HAVE TO DEAL WITH THIS AGAIN. I DO NOT WANT MY ACCOUNT CHARGED BY 24 OR ******* EVER. I WANT THIS TO BE OVER BEFORE THEY CHARGE MY ACCOUNT AGAIN.

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

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 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.

The phone message stated the funds will be credited to my account.  Once that has happened, I ill respond affirmatively.

Regards,

**** *******



Business Response:

Dear *** ********

Our records indicate that a Member Care Specialist has contacted you in follow up to the additional comments you provided to the Better Business Bureau at which time a detailed voicemail was left providing you with an update regarding your concern.

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 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,

**** *******

7/28/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint:

I purchased a year membership, on 6/8/13 for $349.99. I then cancelled the membership ten months later, on 4/3/14. I was reassured by the staff member that I would receive reimbursement for the two remaining months of my year contract (approx $58.33). I waited a month, and did not receive reimbursement. I then called and was told I would receive reimbursement within a few weeks.

I have yet to receive reimbursement, and have been calling and emailing frequently. For me, this isn't a matter of $58, it's the principle of a company who is profiting from money that is not theirs. How many others has this happened to? And how much profit are they benefitting from, using money that is not theirs and that belongs to former members.

Desired Settlement: I would like 24 Fitness to take necessary measures to ensure this does not happen to another former member. I also want to receive the money that it owed to me, $58.33.

Business Response:

Dear *** **********

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

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 ** ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have not received the reimbursement that was supposed to arrive by 7/7/16. Please confirm when it will arrive, and when this issue can be resolved.

Regards,

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



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

Our records indicate that a Member Care Specialist has contacted you in response to the additional comments you provided to the Better Business Bureau, and they have resolved your concern.


Sincerely, 
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 have received the refund from 24 Hour Fitness, and this case can now be closed.

Regards,

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

7/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

I went to the ****** location on 1/19/16. As soon as I walked in to try my free day pass, an employee pressured me into signing a contract before getting a chance to try anything. If I didn't like it, I thought I could undo it by the time i finished. I wasn’t lead to believe this was a 12-month commitment either. I stayed for an hour or two, but lost interest in going. I went home briefly to collect my thoughts, called the gym, & asked how to cancel my contract. I was advised to go there in person. I returned to talk to an employee. He did some things I assumed were part of the cancellation/refund process & I asked if there were any additional steps I had to do.

He said 'no'. Yesterday I found out I was still being charged. Long story short, I called the gym, they told me to call the number for membership cancellation, they told me go to the gym, just to be told that I can't be refunded for a membership I tried to cancel on the very first night as there were 'no notes in the system'. I never went back to the gym after that night except to talk to someone today; in fact, the operations manager I spoke to said they didn't have a record of me ever checking in, yet there's a digital copy of the contract I signed. The manager was completely unhelpful & unapologetic for my situation. She asserted that they couldn't offer any sort of refund. I shouldn't have to pay for their incompetence.

With all the complaints I read about people having trouble cancelling memberships or finding out they were roped into a year-long contract, I'd conclude this was intentional. The person I spoke to on the phone today also tried to trick me into finishing the contract, claiming the termination fee is the same as the amount left to pay. I did the math earlier and knew it would've been more than that. If they apologized for the mistake and offered a refund, I would've had something nice to say about this gym.

Desired Settlement: I would like a full refund of what I was charged from 1/19/16 to 6/20/16 ($391.53), plus the cancellation fee ($266.61), making a total of $658.14. They tried to leave no evidence of the fact that I attempted to get out of the contract in a timely manner. Only now is everyone claiming that cancellations can't be done at the gym. I was definitely scammed. I don't owe them a single penny.

7/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

Dear 24 Hour Fitness,

I signed a one-year contract on 11/03/2015 at 24 Hour Fitness, *** ******* ******* **** ********** *** ******** ***** **. The contract agreement id is ******* and my access code is ************.

Now I moved from **** ***** ** to ********* **. According to contract, if I can't find a club within 25 miles, the contract may be canceled. My problem is, my distance is less than 25 miles, but still faraway. The nearest club is (1) *** ******** ***** ******** ** *****, the best route takes 20 miles of 30 minutes drive without traffic, 35-45 minutes with typical traffic.

Another club is (2) *** ***** ** ******* **** ******* *** ******* ** *****. It is about the same far but the bridge toll costs $5 to cross, which can be costly than my membership. I talked with the customer representatives and one of them told me by courtesy it is possible to cancel my contract without penalty, but she needs me to show my new address proof to one of the clubs. I showed my new address proof to the ******* ***) club manager ***** and called back.

However, this time, a different representative told me that he has to strictly obey the 25 mile rule. I know by contract you can still charge me until the contract ends, but I just wonder whether if you can directly cancel it without giving me further charge and penalty by courtesy. My route to a nearest gym takes a lot of local driving and it can be really discouraging to drive 30-45 minutes one way for routine working out - which may cost more fuel. I know this is not your problem but I just wonder if you could kindly help.

Desired Settlement:

1. The best scenario is you can cancel my contract immediately by courtesy without giving me penalty. I already paid this month for full and also the last month, if you are happy to refund me some that'll be highly appreciated - but this seems like too much to ask.

2. You can also decline my request according to the contract. In the future I may want to be a 24-hour member again but I may have to think twice. No matter what is your choice, you did not do anything wrong and I appreciate your time and consideration.

7/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

When I was trying to enrolled in 24 Hrs membership at around 9pm on 3/30, 2015, I was told by a salesman that I can cancel my membership at any time. I even double checked with him like " So I can cancel my membership at any time, right?" He said "Yes". That's one of the reason that I decided to enroll because I want to try out for maybe one month or two month first. That night he asked me to slide my credit card to pay. About two month later, because my work was getting busy, I was afraid I would not be able to go to this gym too much.

So I am thinking to cancel my membership at that moment. But when I went to the gym, the club manager **** told me that I was enrolled in a commitment membership which required me to pay at least 12 months. I felt I was tricked and was not happy about this buying experience. I tried to explained all the situation including as a customer, I was not told the right, necessary and sufficient information about the product they were selling. **** wasn't able to help me to solve this issue by saying there was no evidence show the salesman failed to tell me I would be enrolled in a commitment membership.

I went back to gym one or two times more to talk to **** about my issue. But he still can not solve this problem, but simply asked me to freeze my account for a while. I was afraid this could be my carelessness to cause this issue so I didn't try to complain more and report. But recently, while I am still being charged by 24 hours and not using their gym any more which make me feel really bad, I found out that they didn't even try to explain to me the contract and asked to sign any contract.

There is not my signature at all on the contract. They just simply rolling my money from my bank to them every month. This makes me angry. How could they do business so careless, not responsible as a service business??? If this issue can not be fixed, I would like to report my experience with 24 hours to others on BBB!

Desired Settlement: Cancel my membership now and refund all payment for after 2 months usage.

Business Response:

Dear*** ****

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

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.

Even though my wife and I have been helped to cancel both our membership at 24 hours recently, I didn't get any help regarding requested refund. Last year, I went to the gym to talk to the manager several times to require cancellation and he refused to help cancel our membership after I explained all the situation. Right now, my wife and I have paid at least 8 months without using the gym which is a big loss for us, which actually could have been avoided if the manager helped me to cancel at my first request. In this case I still feel being lied with only membership cancellation but no refund. To reach a satisfying result, I request refund of 8 months' membership fee for both me and my wife.]

Regards,

**** ***



Business Response:

Dear *** ****

Our records indicate that a Member Care Specialist has contacted you in follow up to the additional comments you provided to the Better Business Bureau and they have resolved your concern. Should you have any questions, please let us know. 

Sincerely,
24 Hour Fitness Corporate

 

7/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

24 Hour Fitness signed me up for a 1 year contract without my knowledge. When I got married and moved to another city I called to cancel what I thought was a monthly membership. That’s when I found out about the contract. My wife and I called the customer service number to resolve this issue. When asked they were never able to produce a signed contract. Their customer representative told me that sales people get overzealous and contract clients without their knowledge and to go to my location and tell them that I'd moved 28 miles from a 24 hr fitness to get out of the contract.

This call was supposed to be recorded. When I contacted corporate to handle this they said the contract stands without the signature. I told them to reference the recorded phone call for more details. They didn’t acknowledge the phone call. They emailed me a response indicating that they had emailed me a copy of the contract when I initially signed up and if I didn't cancel within 3 days the contract was binding. I never received that email. I asked them to produce the aforementioned email and they said they don’t have it.

Then they indicated I didn’t sign up at a gym location that’s why there wasn’t a signature, but the contract clearly stated a salesman’s name. I didn’t even know I could sign up any other way. 24 hr fitness corporate is adamant that I have to adhere to a fraudulent contract that I didn’t agree to nor seen until they emailed me a copy when I called recently. Had I known I would never have committed to a contract because my job requires I have to relocate frequently for a few months throughout the year. I only commit to contracts for absolutely necessary resources like utilities.

Desired Settlement: I would like a refund of the last two billing cycles they pulled out of my account after I cancelled the membership. I would like for them to cancel the contract I never agreed to. Thank you very much for your assistance in this matter.

Business Response:

Dear *** ********

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-mail left for you by the local Club Manager.


We 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.

They did not call. There is no contact name or number in their communication so we can call back.

Regards,

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



Business Response:

Dear Mr. Vernon,

Despite our efforts to connect with you after several calls and voicemails placed to the phone number provided, we are still unable to reach you. At your earliest convenience, please provide an alternate phone number where you can reached. 

Thank you,
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 the message is inaccurate.  I did not receive any phone calls from the corporate office. However, the local gym manager spoke to my wife after she returned his call on my behalf. The account was cancelled. Although we didn't get the $80 in membership fees back from the two months prior. I will consider this complaint resolved. Thank you very much for your assistance in this matter. 

Regards,

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

7/19/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Once again 24 hour is trying to raise my annual fee by more than 400 percent. I was issued an email last year saying they could raise my fee no more than 3 per my contract from the 29.00 rate I pay annually. They are trying to raise that fee to 129.00 annually I do not have a problem with the 3 percent increase, but the 400 percent increase is outrageous.

Desired Settlement: I will gladly pay an increase yearly of 3 percent annually, but no more than that amount.

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

Our records indicate that a representative from our office has contacted you in follow up to your feedback and they are currently working with you to address your concern. Should you have any further questions regarding this matter, please let us know.

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.

** **** r I am dissatisfied with 24 Hours solution, because it disregards the fact that their employee wrote me this email in response to my email. My solution is that 24 Hour should honor the 3 to 5 percent increase annually being that their employee stated this in writing. 24 Hour wants me to pay $129.00 per year plus tax, and be subject to unlimited increases with no ceiling. I feel I should only pay $ 29.00 per plus an increase of 3 to 5 percent increase annually plus tax. This amount would be $32.33 for 2016.  I have also included ******* email also and my response.  I will probably turn this over to my attorney, if we cannot to some type of resolution that is fair to both parties. How do I handle my renewal until this issue is resolved?

Thanks, ***** *****






Business Response:

Dear *** ******

Our records indicate that your additional comments provided to the Better Business Bureau have been escalated for further review. A Member Care Specialist will be in touch with you within the next 3-5 business days. We appreciate your patience.

Sincerely,
24 Hour Fitness Corporate

 

Business Response:

Dear *** ******

Our records indicate that you spoke with a Member Care Specialist from our office on 5/26/16 at which time the terms of your prepaid membership agreement were thoroughly reviewed and it was confirmed that your prepaid membership is eligible for an annual renewal increase after the first 12- month renewal term immediately following the initial prepaid term. Per Section 3(c) of your membership agreement, 24 Hour will not increase your Initial Annual Renewal Amount of your prepaid agreement but may increase all subsequent annual renewal amounts. The 3-5% increase reference is for monthly payment agreements only.

During your most recent conversation with our office, as well as the telephone conversation you previously had with our office on June 10, 2015, the exception made to your annual prepaid renewal rate for last year was a one-time exception and was made as a gesture of goodwill based on the miscommunication that you inadvertently received by a Member Service agent.

Our records indicate that you were clearly advised by two different Member Care Specialists located at the corporate office that the reference to the right to increase 3-5% increase is for monthly membership agreements only and does not apply to your annual prepaid membership. Additionally, you were advised that after the exception made for your 2015 renewal payment, you are eligible for future annual renewal increases per the terms of your prepaid agreement.

We hope that this brings some clarification to your concern as well as the terms of the membership agreement that you purchased with 24 Hour Fitness.

Sincerely,
24 Hour Fitness Corporate Office

 

7/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

I purchased the 2 years prepaid all sport club membership from ****** on Jan 2016. On June 2016, I was 'given the chance' to upgrade my membership to super sport, and I was told that the remaining credit from my prepaid membership will be used. The following day, I called in to confirm the date when my credit runs out, and i was told that they don't see any credit and I will see ~$50 monthly charge on my card.

I the requested my 'upgrade' to be cancelled and was told to go to ******. I went to ****** and got sent back to 24 hours (understandably). I called in again asking for my 'upgrade' to be cancelled, and the other customer reps told me that the upgrade had been cancelled and my account is back to the original term. I checked my account the following evening, and found out that both my original membership and upgraded membership terms are both cancelled. I called in again and the rep told me that since mine is a prepaid account, there was nothing that they can do to reactivate my original plan. In addition, the customer rep told me that my original term was cancelled when they upgraded my account. This is not true because before I request my upgrade to be cancelled, I saw that I have 2 active membership (original and upgraded one).

Finally, I was told that ****** will be able to refund the remaining of the credit. I went to ****** again, and I was told that ****** doesn't do partial refund, ever. So here I am stuck after spending hours calling the customer reps and going back & forth to ******. I wasn't told that my original plan will be cancelled, and I have never received any email confirmation about my original membership being cancelled (I got email cancellation for the upgraded membership)

Please reinstance my membership as I never wanted to have my original membership to be cancelled. Or at least give my money back if you have no means of recovering my membership.

Desired Settlement:

Option 1 (preferred): - reinstance my original membership (through Jan 2018)

Option 2: - Refund

Business Response:

Dear *** *********

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

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.

I contacted 24 hour fitness and I was told that they were still working on recovering my membership. I checked online and my membership status is still shown as "cancelled".

Regards,

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



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

Our records indicate that your membership is active in our system and an email was sent to your email address provided as confirmation.

Sincerely,
24 Hour Fitness Corporate Office

7/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

I went to the local 24 hour fitness club after moving from ******** in Sept 2015. I was told that my membership wasn't valid at the local club and I would have to upgrade my membership. As I almost never use the membership I told the front desk person that I wanted to cancel my membership. She said I could not do it there, I had to email through the website so I do not have a record of the email.

I did this, but recently found that my membership was not canceled and I was billed. I called again and confirmed that they would cancel my membership. I was told that they would not refund the incorrectly charged membership dues as they have no record of the email I sent from their website. "Unfortunately" there is nothing they can do. They said I have to go back to the club and ask them. Well, I don't expect to be remembered fter 8+ months. I have been out of the country and have not used the membership one time during the billed period.

Desired Settlement: Refund of billed membership fees starting from October 2015 through the present.

Consumer Response:

I received a call from the business earlier this week.  The service person agreed to refund my money as requested.  I haven't seen the credit on my account statement yet, but I believe it has been satisfactorily resolved.

Thank you!

**** ******

7/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint:

I signed up for a membership on a credit card. Eventually I cancelled thar credit card because of mounting debts and I wanted to manage my finances better. 24 Hour Fitness called me every single day of the week for 3 months from their billing department. I finally called them back and asked them to stop calling me.

They told me I had almost $200 of overdue monthly payments. I told them I obviously hadn't used the membership in months since that card on the account doesn't exist anymore, so they should formally cancel my account. They REFUSED to cancel my account unless I gave them a NEW credit card they could charge that $200 to. So now my debt to them is being held hostage.

They won't let me cancel unless I pay $200, which I simply can't afford. So in the meantime they will be putting MORE charges on my account. I'd be more willing to pay that debt in monthly installments or something if they would cancel my membership so more charges aren't accumulating on an account I couldn't even use if I wanted to, since it's in default. Do I have any recourse??

Desired Settlement:

I want them to stop calling me and stop trying to collect this bill. I don't get any benefit from this membership as I can't use any of their gyms, yet they won't cancel it for me.

I just want the harassing phone calls to stop and I don't want more charges accumulating until I get hit with a lawsuit in 5 years for something like $5000 dollars.

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

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 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.

The voicemail your corporate employee left me gave a wrong number. The number she gave in the voicemail goes to a Toyota customer support line.

Please send me the number to call again, either through this messaging system or through another phone call tomorrow.

 

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

Our records indicate that a second attempt was made to contact you via phone on 7/8/16. Unfortunately we are still unable to reach you by phone so our Member Care Specialist has left another voicemail providing their contact information and confirming our call back number. 


Sincerely,
24 Hour Fitness Corporate Office

7/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

There are 2 instances of 24 hour fitness cheating me out of my purchased plan:

1) I signed up with 24 hour fitness more than 20 years ago as part of a family plan for $49 down and $5 per month on-going. The agreement was for full all access to all 24 hour fitness gyms/locations. I continued to use these services for many years across all sizes and locations of their gyms. Approximately a year ago, without warning or any communication, 24 hour fitness classified all their existing gyms into different tiers/classes and began denying me access to all 24 hour fitness gyms other than the lowest tiered ones. My complaint is that they are acting in bad-faith to the agreement that I signed with them (unlimited access to ALL 24 hour fitness locations). For example, it would be if I was an apple seller and I sold you a lifetime subscription to apples but one day reclassified all my apples except the rotten ones as mangos. At a minimum, if they want to change their policy they should honor existing contracts. I reached out to them via social media and telephone and they would not cooperate.

2) A second, more glaring, instance is that my wife who purchased a 3 year plan from them (again all access) and then 3 months later they reclassified their gyms and now she does not have access to the other gyms. Surely this is deceptive advertising as they did not bring up that they were changing the plan they were selling her on.

Desired Settlement: Reinstate in my and my wife's original all gym access passes that we purchased.

Business Response:

Dear *** ********

Our records indicate that your concern has been addressed by our office.  Should you have any questions, please let us know. 

Promoting Health and Fitness, 
24 Hour Fitness Corporate Office

7/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint:

in 2006 I purchased a lifetime membership from 24hrt fitness. At the time the highest "level" of membership was an "all sport". It allowed me into any 24hr fitness facility in the country.

Also I was told, at the time, if I purchased the lifetime membership my yearly dues were $50/yr. For the last 10 years that was what I paid. A few years ago they started opening ****** *****" and "***** *********" gyms. Those were more expensive memberships so they didn't automatically upgrade existing membership. If we wanted to use those other gyms we had to pay for the upgraded membership (I smell bait and switch).

Without warning or notification the even upgraded my current facility to the ****** *****" but didn't upgrade my membership. Now I have received a bill for $107.32 for my yearly dues. When I called to complain they referred me to my original contract that says (in the fine print buried deeply) that they can raise my dues at will.

Not only that but if I didn't pay up within 30 days they would cancel my lifetime membership and I would have to rejoin at a higher rate. The facility I joined with hasn't updated since I joined 10 years ago. No new equipment, new facility, etc....in fact the roof leaks every time it rains and it's oversold so when I want to work out I have to go in at 0400 to even get on machines in a timely fashion. I called to complain and was basically told to "pay up or get out".

Desired Settlement: Either (a) reduce my yearly maintenance to $50/yr as originally agreed to OR (b) upgrade me and my wife to a "super sport" membership. I don't have a problem paying more for expanded privileges but to just issue an arbitrary doubling of my dues with nothing in return is unacceptable.

Business Response:

Dear *** *******

Our records indicate that your concern has been addressed.  Should you have any questions, please let us know. 

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.

Again, after 10 years of yearly membership dues of $50 the dues doubled to $100. At the time I joined there were no "supersport" or "Lance Armstrong" gyms. I bought a lifetime membership because I was told the dues NEVER went up and I could go to ALL of the gyms. Then 24hr fitness began building the "upscale" gyms. I had a lifetime membership and SHOULD have been "grandfathered" me in to those gyms but I was not. Now they increase my dues under the pretense of an obscure line in my original membership agreement. There are no improvements to my "home gym", no improved services, and in fact the gym is in poor condition with older equipment in it.

Member services called me and spoke with me but their attitude was basically "you signed a contract so tough bounce". There was no concession regarding upscale gyms or yearly dues. This is wholly unfair and, despite obscure lines in a 10 year old contract, if they're going to increase my dues there should be something tangible to show for it. I told the member service rep that just calling me and reaffirming that they were giving me nothing for increasing my dues was no way to resolve this complaint.

Regards,

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



Business Response:

Dear *** *******

We have reviewed your additional comments filed with the Better Business Bureau regarding your 24 Hour Fitness membership.

Pursuant to your membership agreement with 24 Hour Fitness, your membership is eligible for an annual renewal increase after the first 12- month renewal term immediately following the initial prepaid term. Please note that this increase was not a decision which we took lightly. However, it was an important and necessary step to ensure we provide all of our members with a clean, friendly, well-maintained club experience. 

We are unable to comply with your request to reduce your annual renewal. However, we do believe that even with the increase, you are still getting a great value at a highly competitive rate.

We thank you for being a member and wish you continued success with your future fitness goals.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

7/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint:

I open a month to month membership with out commitment and the person that help me trick me and sign me up for a year. with out my authorization he didn't let me read nor gave me a copy of the contract. so I didn't know until i was ready to stop my membership. and when i went to see him he wasn't working for the company anymore according to them and the manager told me there was nothing they could do. plus in a condescending way she said "not to trust anybody" which seems ridiculous a business of that kind to said to do not trust the company which this person that trick me represented at the time.

Finally i tried costumer service and the company refuse to take the blame from one of their employes. i feel trick and cheated by the company my purpose of making business with them was for something positive for my health i specify what i need it and if they weren't able to offer me that they should of said so instead of scheming me.

Desired Settlement: i just want them to apologize for treater me like it was my fault for trusting them and to end that membership, without extra chargers, that i never sign for.

Business Response:

Dear *** *******

Unfortunately we are unable to reach you by phone to discuss this matter as there is no voicemail option for the phone number you provided in your correspondence At your earliest convenience, please provide an alternate phone number where you can be reached so we may assist you.

We 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 find that this resolution would be satisfactory to me.  my phone number is *********** I currently work from 8- 5 but I can answer if I'm not in a meeting. I look foward to hearing from a BBB representative 

Regards,

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

7/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint:

On June 8th, 2016 I was charged $79.98 ANNUAL FEE that I was never explained or informed about. I contacted the 24 hour fitness facility where I purchased the gym memberships (2 memberships at $39.99 a month) ******** at 24 hour fitness said she couldn't do anything and adviced me to contact corporate. She game me this number to call***** **** **** I dialed that number and ******* took my call where he very rudely said he cannot help me.

I did let him know I will contact the BBB. Asked to speak with his general manager he said that's not possible. All I'm asking for is to get a refund of the $79.98 that was taken out of my debit card account for something I never signed up for.

Desired Settlement: All I'm asking for is a refund of the $79.98 that was taken out of my debit card account. I did not sign up for an annual membership to be charged an annual fee.

Business Response:

Dear
*** *********

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


Promoting Health and Fitness,
24 Hour Fitness Corporate Office

7/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint:

In Dec 2015 I purchased - with a free session - personal training. I believe I bought about $800 worth of training. When they had another sale in January I bought more - $1400 (this package came with two free sessions). I made clear my goals and a trip that was planned in July. I also made clear my availability of dates and dates I wanted to work.

April 22nd they let go of my personal trainer - without having another female trainer - I was notified and told that my weekly session would have to be cancelled as they had no one to train me that week. They offered nothing as compensation to transition from a trainer I had work with since December to a new trainer. I waited a month and they finally hired a new female trainer but I was annoyed at having to wait so long - there was never an offer of any free sessions to try any trainers ... I had to ask for it for the female but by then it was 4 wks or over - later.

So I asked for more as the whole way the loss of the trainer happened disrupted my training. A few emails went back and forth. On June 11(or about) I asked for a refund or to transfer my training to another club. It is now Tuesday 6/14 and I have not heard a word back regarding what will happen. Because I got rightfully angry in an email they have blocked me from the club so it seems they are attempting to steal my training as the training has an expiration date (which they offered to freeze at one point) but nothing they have promised has come to fruition.

I believe I bought like 24 sessions - and I have 19 left - I was also blocked from using some on days as they told me - that my trainer she was only allowed to train on days - and those days I was unavailable. They have said they had contacted - but I was only contacted to be told that my trainer was gone. After that - never heard from them... they would come talk to me in the club.

Desired Settlement:

I offered them options: 1 - apologize for what I have had to go through and deal with = this is another letter having to write and my time in precious. AND give me free sessions to transition to another trainer.

2- refund the 19 remaining sessions 3- transfer the 19 remaining sessions - I have 19 sessions left - I believe the cost is $55 each sessions that is $1045.00 So the simply solution is just the refund - as I think the next closest club is more expensive - and unless they pay for the change in club price - I do not think that will work - the club near work might not work as I have little time during the day... But they have blocked me from using the club that is nearest my house.. they need to lift that block... as I was and am entitled to be angry with them.

As I have paid them over $2000 and they have been incredibly disrespectful. I am out time and a great deal of money PLUS what they are doing is harming my pending trip - that is what I was training for a huge HIKE!

Business Response:

Dear *** ********

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

Promoting Health and Fitness, 
24 Hour Fitness Corporate Office

7/13/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint:

I signed up for a 24 hour fitness membership lifetime membership in 2007 and have been an active member since that time.

Recently, I received a statement for a dramatic increase in membership fees, specifically a 108.25 INCREASE in annual fees. I contacted 24 hour fitness membership regarding this increase and to reverse the charges. In the process, I spoke with various representatives that were not only unable to assist me, but also highly unprofessional in handling my concerns.

The first agent responded to my question by saying "I don't have a gym membership" with regards to my concerns of the price increase.***** a "supervisor," quoted the price increase as the "harsh reality of depression" which when probed further he subsequently admitted were personal comments. He then told me that these increases are due to refurbishments to clubs, which we have not found to be the case at our local club.

I was then placed on hold for another supervisor before the call was disconnected. Above these unsatisfying answers, I believe 24 hour fitness is not honoring the nature of the Lifetime membership in which I paid a heavy lump sum specifically so that I could maintain low rates based on what I was told at the time of membership. I feel this is an abuse of false advertising to get people in the door, lock them in and then take advantage of them in spite of the investment and commitment made to their company.

Desired Settlement: I request a refund of the 108.25 and to maintain my future annual charges at 31.39. I appreciate your attention to my concerns.

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

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 look forward to speaking with you soon.

Promoting Health and Fitness, 
24 Hour Fitness Corporate Office

7/13/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint:

On June 09, 2016 my bank account was charged $43.08 by 24 hour fitness for an annual fee pertaining to the ongoing access to my monthly membership. Less than two weeks later, 24 hour fitness sold my club location to ******** who terminated my membership.

When I called and asked for a refund of the access fee 24 hour fitness declined my request. I received no prior written notice that the club was being sold, that ******* would take over my contract. 24 hour fitness owned my contract on 6/6/16, and ******* is not liable to refund an access fee they did not receive. I am demanding a refund by 24 hour fitness in the amount on $43.08 for a membership that I cannot possibly use over the next year as 24 hour fitness is no longer located or operated near me.

Desired Settlement: A $43.08 refund

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

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 look forward to speaking with you soon.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

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7/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint:

Good morning to all.

I've been a member of 24 hour fitness since 2005. I'm not trying, nor do I want anything free from this issue. It's important that employees get trained before they are sent out to try to help people. I went to pay my bill in May 2016 at this location **** ******** *** ** ** *****, the front desk attendant said he was new and didn't know how to take a payment.

He was the only one working at that time so I let it go since he was new. I went last week to the same location and I had the same issue but there were more employees this time, I receive help from another lady that said she couldn't take my payment because it's due until August and that I had to wait until August to make my payment. I explained that I always pay my bill in May and that was nonsense that someone can't pay in advance.

I left really mad because I knew that was wrong information but I’m not the type of person that argues or causes a scene. I went today to **** ****** *** *** ***** ** ****** and the excuse I got was I can’t take your payment because my letter I in my keyboard is not working, he suggested go to another 24hr Fitness and they will take your payment, I said " I'm not going somewhere else, go talk to your manager so he can take my payment" so he went and talk to someone inside an office, when he came out he said they couldn't help me out.

I ended up paying my bill over the phone. I'm a patient person but not willing to take unprofessional employees or nonsense excuses.

Please make sure that the Regional Manager knows this issue and it doesn't happened to someone else. Thank you in advance.

Desired Settlement: Employees to get trained in their job. To have more professional employees.

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

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 look forward to speaking with you soon.

Promoting Health and Fitness, 
24 Hour Fitness Corporate Office


7/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint:

I have been a member at 24 hour fitness ****** **** for almost 10 years, and in the years that I've been a member I've seen Managers come and go; I've seen the overall appearance of the gym completely deteriorate. When I first joined I loved the way the staff greeted all members coming AND going; the cleanliness of the gym was impeccable, and overall it was just a great place to workout.

Now fast forward to the present; new managers that do absolutely nothing, the staff (that changes every day) are just as lazy as the managers (but why shouldn't they be), the overall appearance of the gym has gone from impeccable to down right disgusting! The smell of the gym is horrible. I've visited the 24 hour fitness in ******** ****** ******** *****, even a few in the ******* Area; but none of them are kept as filthy as the 24 hour fitness **** *******.

There's dust bunnies EVERY WHERE, ANTS in the group X room, the floors are just disgusting. No one EVER mops them nor clean the glass windows. With everyone sweating in the gym you would think that Management/Staff would do a much better job about keeping the gym up to par. We've complained to the staff/management but they get so upset when you tell them anything. People have even called the corporate office to lodge a complaint against management but nothing EVER happens.

So I am submitting this letter to you because people have started a petition (with over 200 names already) to get management OUT or to get management to do BETTER. It's absolutely ridiculous that I'm submitting a letter to you because nothing has been done thus far. I really hope this helps the situation.

Desired Settlement: Fix the issues! It's that simple!!

Business Response:

Dear *** *******


Unfortunately we are unable to reach you by phone to discuss this matter as the phone number you provided seems to be invalid.  At your earliest convenience, please provide an alternate phone number where we may reach you in follow up to your concern.

We look forward to speaking with you soon.  

Promoting Health and Fitness, 
24 Hour Fitness Corporate

 

7/12/2016 Billing/Collection Issues
7/12/2016 Billing/Collection Issues
7/12/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint:

I cancelled in-store, prior to the store being closed (due to the location being demolished to make way for a new mall to be built). 2 days prior to the closing of the store, I spoke with an attendant at the front desk, who provided me my options for my account, either cancel or transfer to another existing location. I chose to cancel, due to the other locations available being out side of my driving range.

The attendant confirmed i was cancelled and I thanked them. Fast forward two months. I rarely check my bank account but did today, and found that i've continued to be charged for my monthly account, since cancelling. I called their customer service line and was told by two different representatives that there was nothing they could do to refund my money, despite both confirming that I had indeed not visited any other locations in the 2 months that i'd cancelled in-store.

They claimed there was nothing they could do, despite clear evidence I had not used their service. This is a deceptive business practice (telling a consumer their account had been closed and then continued to charge for it). I'm asking for a refund for the two months I was over charged.

Desired Settlement: I'm asking for a refund for the two months I was over charged.

Business Response:

Dear *** ******

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

We wish you continued success with your future fitness endeavors.

Promoting Health and Fitness, 
24 Hour Fitness Corporate Office

7/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a contract with 24 hour fitness that states my yearly due are $29. They increased my due to $129. That is not the contract I signed. member number *******

Desired Settlement: Refund the difference $139.32 (payment) - $31.32 (yearly dues w taxes) = total refund of $108. Please set my future yearly dues to the value in my contract which is $29 a year.

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

Unfortunately we are unable to reach you by phone to discuss this matter. Additionally, we are unable to leave a voice message as your mailbox is full.   At your earliest convenience, please provide an alternate phone number where we may reach you.

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.

 From: ***** ******* ************************
Date: Mon, Jun 13, 2016 at 1:52 PM
Subject: **********
To:*****************

24 hour fitness email mailed my the contract. It had the $29 a year renewal. One of the following pages had a right to increase the due by 3%. Not 400% like what was done.


Regards,

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



Business Response:

Dear*** ********

Our records indicate that a Member Care Specialist has contacted you in follow up to the additional comments you provided to the Better Business Bureau and they have addressed your feedback, as well as clarified the terms of your prepaid agreement. 

Additionally, our records indicate that you purchased a prepaid All Club Super Sport membership on 6/24/07. Pursuant to your membership agreement with 24 Hour Fitness, your prepaid membership is eligible for an annual renewal increase after the first 12- month renewal term immediately following the initial prepaid term. Please note that this increase was not a decision which we took lightly. However, it was an important and necessary step to ensure we provide all of our members with a clean, friendly, well-maintained club experience.

We are unable to comply with your request to reduce your annual renewal. However, we do believe that even with the increase, you are still getting a great value at a highly competitive rate.

We thank you for being a member and wish you continued success with your future fitness goals.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

 

7/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint:

I am paying for the unlimited daycare through my membership. I have been paying it for over a year now. During the last couple of months I've had to wait to be able to use the daycare. On two separate occasions I was actually turned away because they didn't have enough people to watch the children. I get off work at 6 so I usually get to the gym around 7:00-7:30. I either need my unlimited childcare reduced or the company needs to have enough people to cover shifts.

I was turned away yesterday for the second time. There was a waiting list of 4 children ahead of me, one mom had to start her work out and have her children sit on the stools by the front because she had a scheduled training session at 7:30. This is unacceptable. Im paying for unlimited day care and Im being turned away because of the lack of employees in the daycare. When I called the gym to speak to a manager I was told that there was no management available.

Business Response:

Dear *** *******

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 local Club Manager.


We look forward to speaking with you soon.

Promoting Health and Fitness, 
24 Hour Fitness Corporate Office

7/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint:

I have spent more time trying to fix my name for billing purposes, the wrong name froze my ******** *******. I cannot login to manage my account because my date of birth from the original contract is still wrong after over 3 attempts to call corporate and physically change it at the location. I am exhausted and lose any drive to workout after dealing with the trouble that manager "****" caused by carelessly entering my information the time I signed up my three family members.

I am told to talk to corporate and then corporate tells me to talk to management. "****" refuses to speak to me. The other managers have not returned my call. I spent countless hours on the phone and waste time before my training session that I should be warming up. I get chest pain and do not have a full workout because of the stress induced by cleaning up "****'s" mess. Corporate will not allow me to terminate my "contract". How is the contract even binding if my name and date of birth is not right? That voids the contract according to the ******* law. If management does'nt want to fix the clients issue, then who can?

Desired Settlement: I request to have my "contract" closed due to the stress caused by the contract and billing "mistakes" that no one can fix without termination fees. The "contract" was null and void when "****" put my name as ****** ******, not ****** *******, and identified me as not only the wrong person, but wrong identity by wrong birthdate as well. I get chest pain walking into the club, knowing I have headaches. This is not helpful for someone who wants to get healthy by working out.

Business Response:

Dear *** ********

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

We wish you continued success with your future fitness endeavors.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

7/10/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I joined 24 Hour Fitness at this location (**** ****** **** ***** ******* **) in early April 2016. I chose that gym because of its location – it is very close to my work. The commute from the other 24 Hour Fitness locations in the area is too long. Shortly after I joined, they announced that the location would soon close. The Gym closed on 10 June 2016.

Desired Settlement: Since the gym closed so soon after I joined, it seems appropriate that they: 1. Refund the pro-rated portion of my June membership fee, and 2. Refund 100% of my initiation fee.

Business Response:

Dear *** *******

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

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.

We made a verbal agreement, and the amount has not yet been refunded, but it probably will be soon.

Thanks and regards,

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

7/8/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The silver sneakers class at the ******* branch is overcrowded and at time exceeds the room capacity. When management was asked they said they did not have the allowance to add any more classes. They deal with seniors who are nice and put up with the overcrowding. I consider over crowding seniors during an exercise class is unsafe.

Desired Settlement: Correct overcrowding by adding more classes.

Business Response:

Dear *** *********

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

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.

---------- Forwarded message ----------
From: **** *****************************
Date: Thu, Jun 23, 2016 at 11:00 AM
Subject: Re: You have a new message from the BBB
To: Better Business Bureau *******************

I was contacted by the local manager and he said he can do nothing about adding personal to add classes. Cooperate  sets the budget. The class is often over the room capacity set by the fire marshal. Illegal and putting seniors at risk.
Thank you,
**** ********





Business Response:

Dear *** *********

Our records indicate that the local District Manager has contacted you in follow up to the additional comments you provided to the Better Business Bureau and they have resolved your concern. 

Should you have any questions, please let us know. 

Sincerely,
24 Hour Fitness Corporate

7/8/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint:

Over two years ago I signed up for a membership at 24 hour fitness. I paid over $600.00 for a Super Sport membership for two years. I ended up getting a few months for free as well due to a mix up that occurred. At the time I signed up, I was told that after the 2 year membership was up, I would pay only $49.00 annually thereafter.

A few days ago before my membership was due for renewal, I spoke with the sales guy at one of the 24 hour fitness facilities by my house, this isn't even a Super Sport location either, and he told me to continue my membership, I would have to pay $34.99 per month. He also said that was only for the Sport location, and did not include Super Sport locations. I told him I was not going to pay that amount, I was told that I would only have to pay the $49.00 per year after my membership was due for renewal.

He said that he would speak to his manager and note my account. He said to come in the next day between noon and 9:00 pm. When I went in around 6:00 pm, I was told that my membership expired at 2:23 am that morning. I told him that I was trying to renew my membership, but that there was a disagreement regarding how much I would have to pay. He proceeded to tell me that there was nothing he could do, and that I would have to open a new membership and sign a new contract.

He also said that the cost would be $34.99 per month and that was only for the Sport location and did not include my normal Super Sport membership agreement. I told him I would contact corporate and would also file a complaint. He said okay, I walked out.

Desired Settlement:

First of all, I want my original membership to be honored. It's not my fault that my membership expired before I was able to renew. I was there to renew my membership and due to the high increase in membership fees, I wanted to wait until I could get the mix up straightened out. How the hell can my membership rate go from $49.00 per year, which I was told would be the rate after the two years, as well as it being noted on my contract, and now they want $34.99 per month, and that's not even for my normal Super Sport membership.

This is unacceptable. I want my membership reinstated and I want there contract to be honored, which would only require me to pay the $49.00 annually for my Super Sport membership. Thank You

Business Response:

Dear *** ********

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 local Club Manager.


We 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.

Nobody has left me any voice mails regarding this complaint. A club manager called me from the ******** location, however, I was attending an important event and asked if I could call her back within the hour. She said that was fine, however, I was unable to get back in touch with her. I called three times and left messages with the person who answered the phone each time, and still to this day have yet to receive a call back from anyone. 24 hour fitness has proven themselves to be about themselves and no longer about the customers.

I don't know if they have changed management in the corporate offices, because with so many changes being made, and not for the better, they are not the good establishment they once were. To them, I am just one person in a massive pod. When companies start treating the customers in this way, it doesn't take long for other people in that pod to start and follow, before you know it, you go bankrupt. In regards to all the voice mails left by 24 hour staff, please check the number being called, because it wasn't my voice mail that these people supposedly drowned with messages.

Regards,

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



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

Unfortunately we are still 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 recent voice-mail left for you by the local District Manager.


We look forward to speaking with you soon.

Promoting Health and Fitness, 
24 Hour Fitness Corporate Office

Consumer Response:

I received a voicemail from the district manager, and will call him back as soon as I return from my current trip in ****** *****. Thanks!

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,

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

7/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: hired them to train. I was to get a male trainer weekdays at 6am. They didn't follow through. I have attempted to fix the problem multiple times. They dropped the ball and didn't call me back except to sell my training sessions. I'm tired of messing with them. I have cancelled payment through ****. charge-off. If they attempt for go after me for bill I will sue.

Desired Settlement: cease and desist. Leave me along and I'll leave you alone. Any collections attempt will be me with a lawsuit. Possible class action. Also complaining to the attorney general. If I dont receive my money back for any reason I will pursue.

Business Response:

Dear *** ******

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

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.

I never recieved my trainings. I wanted a guy at 6am to train. They provided me nothing but excuses. The manager is lying, I never agreed to anything. I told her I wanted my money back. I just want my $486 back and I'll be a happy camper.

Regards,

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



Business Response:

Dear *** ******

Our records indicate that the local Club Manager has contacted you in follow up to the additional comments you provided to the Better Business Bureau and they have resolved your concern. 

Should you have any questions, please let us know. 

Sincerely,
24 Hour Fitness Corporate

7/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Company said my account lapsed and they would not renew my contract. The reason is that my CC changed and did not go through for payment. They told me they tried to call and send letter and email. They DID NOT try to contact me. I recieved NO notification. I have a 20 year old contract they want me out.

Desired Settlement: I want to correct the issue and have my contract reinstated.

Business Response:

Dear *** ******

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

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,

**** *****

7/7/2016 Billing/Collection Issues
7/5/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint:

My husband called to inquire about an odd transaction and discovered that his sibling had been added to his gym membership, without his consent. My husband was not contacted, he did not provide verbal or written consent and was not present in the gym at the time this addition took place. We obtained a copy of the membership agreement and neither one of our signatures was on this agreement.

We proceeded to call Member Services department one more time, and were informed that they could not do anything other than refund the additional fee over the $26.24. Clearly, their policies and procedures for Fraudulent Activities need to be reviewed and the representatives need to be further trained on how to deal with situations of this matter. I contacted the gym where this took place on Monday, June 13th, and spoke with the Ops Manag, she informed me this situation would be investigated and that she would be giving me a call to let me know what was going on. I did not receive a call and decided to call back on 06/16/2016.

When I was transferred to ********* she did not remember who I was. HOW MANY MEMBERSHIP ACCOUNTS DOES THAT LOCATION HAVE DEALING WITH FRAUD, FOR HER TO NEED ME TO REFRESH HER MEMORY?! She then informed me that Loss Prevention was investigating the matter. After discussing my frustration with her, I asked her to write a letter with what she had agreed to do for my husband's gym membership, and she said she would write it, and I asked her to leave my brother in law on the membership for the moment.

I informed her my husband would be going to the gym that evening to pick it up and she verbalized understanding. When my husband arrived there was no letter and when her assistant contacted her, she proceeded to tell him that she never told me she would be writing the letter because Loss Prevention was still investigating the situation. My father in law should have never been charged anything because the transaction that took place was not authorized by the gym membership owner. He was deceived

Desired Settlement: We would like a formal written apology from management, as well as a complete refund for my father in law's card that was charged for any fees (because the person added is a minor - age 16) initiation or anything else. That transaction should NEVER have taken place. We also want effective immediately for both memberships to be cancelled and the initial fees for a new membership at a gym of our choice, not 24 Hour Fitness, to be paid for. This has been the most unpleasant experience. It's FRAUD.

Business Response:

Dear *** *********

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

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

7/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

When I signed up for the **** ********* ******* ***** ** location the person who signed me up INCORRECTLY MISINFORMED me that I was even under a CONTRACT which would REQUIRE PAYMENT even after I MOVED.

This person COMPLETELY AVOIDED my question as to "can I leave at any time?" They told me "Yes you can leave at any time." BUT DID NOT TELL ME I WAS UNDER CONTRACT FOR A WHOLE YEAR REQUIRING PAYMENT. I HAVE BEEN DISABLED SINCE 2-10-16 DUE TO A CAR ACCIDENT INJURY AND HAVE BEEN UNABLE TO USE THE GYM.

PEOPLE SHOULD KNOW ABOUT THE MISLEADING BUSINESS PRACTICES THAT ARE ENTRAPPING PEOPLE INTO A CONTRACT. I FEEL I SHOULD NOT HAVE TO BE IN RESPONSIBLE FOR THE REMAINING BALANCE AS I WAS CLEARLY LIED TO.

Desired Settlement: I WOULD LIKE A REFUND SINCE MY DISABILITY OCCURED ON 2-10-16 AND I WANT THIS FALSE CONTRACT CANCELED WITH NO FURTHER PAYMENT REQUESTED.

Business Response:

Dear *** ********

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 local Club Manager.


We 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.

A unidentified club associate left a voicemail and did not specify why they were calling. They requested for me to call them back but did not say why. I clearly have given the reasoning as to why I made this claim to the better business bureau and also have provided an appropriate solution for this, so I feel talking to any representative regarding this matter would be unnecessary.

Regards,

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



Business Response:

Dear *** ********

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 local Club Manager.


We 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.

I have provided them a solution to my issues which would be not requesting me to pay for any additional membership with them and including a refund after Feb 10th when I was injured.

Regards,

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



Business Response:

Dear *** ********

As previously mentioned, we would like the opportunity to speak with you regarding your concern; however we have been unable to do so to date. Please note that it’s important that we have the opportunity to speak with you in order to clarify your concerns, as well as the terms of your agreement, in order to determine the appropriate next steps to move forward.

Once again, we ask that you please contact us by calling the phone number provided in the voice-mails left for you by the local Club Manager.

Yours in Fitness,
24 Hour Fitness Corporate Office

Business Response:

Dear *** ********

Our records indicate that you purchased a Keep Fit Commitment membership on 8/25/15. The minimum term of your agreement is 12 months, (your Commitment Period). During your 12 month Commitment Period, your agreement is non-cancelable, unless specifically stated otherwise in Section 6. However, we understand that you may be experiencing an extenuating circumstance where an exception may be made in your case.

As previously requested, we would like the opportunity to speak with you in order to determine the appropriate next steps to move forward. Please contact us by calling the phone number provided in the voice-mails left for you by the local Club Manager.

We look forward to hearing from you.

Sincerely,
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.

Business claims they can help but only if I do it on their terms. If they wanted to they could quite easily take me out of the system completely so no further payment would be required. There reference to contract terms signed are not valid considering the associate in person told me specifically that I could leave "whenever I wanted with no charge". Very misleading, misguided business practice.

Regards,

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



7/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

I have video of two female Hispanic janitor lady's that like to walk into the Men's locker room during men changing hour, there is a time the locker should be closed but they choose when they want to go in.

I tried to reach a supervisor & district manager but none of these kid workers want to help me with this matter. One day after one of the lady's been shaken repeatedly hard by a man naked in the shower they haven't returned into the men's locker room during the time I been changing but they have been testing the distant working around the men entrance

Desired Settlement: I want to transfer my membership if there going to be here at this Gym

Business Response:

Dear *** ******

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-mail left for you by the local Club Manager.


We look forward to speaking with you soon.

Promoting Health and Fitness, 
24 Hour Fitness Corporate Office

7/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, I have a membership with 24 hour fitness for 11 years. When I originally signed the contract, I was told the fee's will not increase. Year over year, they have increased dues without notice. I've repeatedly asked to outline where in the contract are they able to increase dues at will and they are unable to provide anything. In addition to asking for the details of the contract, I've attempted to reach out several times to no avail.

Desired Settlement: Refund of increases and pay original monthly dues.

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


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 look forward to speaking with you soon.

Promoting Health and Fitness, 
24 Hour Fitness Corporate Office

6/30/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint:

Membership was cancelled without notification. I spoke with ****** who identified issues with billing on the account. She advised account was current and account would be reactivated, which is notated on the account. It was referred to a supervisor who now says he never received it and there was a large system crash.

I have been a customer for 16 YEARS, and would like my account reactivated as your employee ****** promised and Supervisor ***** should have done.

Desired Settlement: Reactivate account

Business Response:

Dear *** *******

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

Promoting Health and Fitness,
24 Hour Fitness Corporate Office

6/30/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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