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Business Profile

Health Club

24e Health Clubs

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Club.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/04/2025

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I signed up for 2 months of personal training, they charged be for 5, but only issued a return on 2 months, I have evidence that I put my cancelation request in the same day I signed up. Because, I asked to just sign up for one month, but they said it was a 2 month minimum. So, I agreed to sign up, as long as I could put my cancelation request in now, so that I wouldn't have to worry about being over charged. Yet, they refuse to issue me a refund. They owe me $250, but at this point I do not trust them, and would hope they would understand why, and issue a refund for the whole year of membership I paid for on the same day. I have included a screenshot of one of their employees, confirming they received the cancelation the next day, asking me why I canceled. They claim they do not have record of my cancelation, demonstrating a lack of record keeping, and by looking more closely at their reviews, I see it is a systemic issue. I would hope they fix their internal processes, and fix the issues that lead to this, its unacceptable for a business. I have reached out multiple times for this issue, and I have included the email chain of the most recent interaction.

  • Initial Complaint

    Date:03/04/2024

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing to file a formal complaint against 24e Health Clubs in **********, ******* regarding their failure to fulfill contractual obligations and their ongoing billing for services that have been cancelled, as well as the inadequate resolution of the matter.I entered into a contract with 24e for personal training services on October 31, 2023. The manager agreed to allow me to purchase 2 months of training instead of the usual 3-month package in preparation for a vacation over the New Year holiday. The final bill for my personal training should have been on November 31, 2023.However, despite fulfilling the agreed-upon term, 24e continued to charge me for services beyond the contracted period. I received charges for an additional 2 months of training, even after the completion of the agreed-upon duration at a rate of $509 per month.Furthermore, after submitting formal written cancellation to the gym after being charged for a total of 4 months, the situation worsened when my personal trainer, with whom I had planned to continue training to receive the services for which I paid, was terminated from their position without notice. The replacement "trainer" provided by the gym is a chef and nutritionist, which is not a service I need, nor is it the service I paid for.Despite attempts to resolve the issue with 24e, they have failed to provide a satisfactory solution. Even after cancelling my personal training, for which 24e failed to provide an adequate trainer, I continue to receive charges for personal training as recently as February 29, 2024. To date, I have accumulated over $1500 worth of personal training I did not want and for which the gym has not provided adequate services.I urge the Better Business Bureau to investigate this matter thoroughly and take appropriate action to ensure that 24e ceases their unauthorized billing practices, refunds any charges incurred after the contractual service period, and provides a suitable resolution to this issue.

  • Initial Complaint

    Date:02/14/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    When I joined 24e and set up personal training sessions I informed that I could cancel at any time, now they do want to refund my money in March I will move to **************

  • Initial Complaint

    Date:08/10/2022

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had a membership to 24e for almost 2 years. I had personal training through them for a little over a year. I cancelled my training and they stated that I had to give 30 day notice to do so as per my contract for training. I never signed a contract for training and was flustered by this. I was still charged $80 for training which I disputed with my bank being that I had never signed a contract for the training. I asked for the said contract and it was never provided.

    I cancelled my membership with the gym at the beginning of July, On August 8th there was a debit for $44 from 24e. I called to ask about the charge and they stated that $24 of that charge was for the July bill and that the remaining $20 were fees imposed by my bank. I then called my bank and asked them about this and they stated they did not impose any fees and this was a charge from 24e. I also disputed this amount, I have no problem paying the $24 but am not willing to pay the extra $20 that 24e charged. I have since had to order a new debit card to ensure that no additional charges are posted to my account. 24e states my account is closed, but I can still log on to the account and see they plan to charge my account again towards the end of this month.

    I would appreciate any help you can provide to ensure this no longer happens to me or anyone else in the future.

    Business Response

    Date: 08/11/2022

    Mr. ********* submitted his cancellation request via email on 7/11/22. When he joined, he agreed to our terms (attached) which includes a 30 day notice in order to cancel. His final 30 day notice payment attempted to draft on 7/19/22 for his Personal Training package, and on 7/28/22 for his membership. These payments were his final payments, but have since been disputed. He will not be billed any further for any monthly dues. 

    Customer Answer

    Date: 08/16/2022

    I have reviewed the response made by the business in reference to complaint ID 17694778, and find that this resolution is satisfactory to me.



  • Initial Complaint

    Date:08/10/2022

    Type:Order Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On May 28, 2022 I contacted 24e Health Clubs about cancelling my membership. Since then, my membership has not been canceled and I have continued to be billed. I contacted 24e Health Clubs again on Aug 8, 2022 and was told my cancellation was never received.

    The 24e Health Clubs representative refused to accept my cancellation form that did not include today's date despite my having already requested to cancel previously. When I contacted 24e's corporate location directly, I was told all memberships are handled by the club and they again refused my cancellation.

    I have been disputing charges through my creditor since 05/29/2022. I am seeking a cancellation for my membership as well as a billing adjustment for the removal of the following billing statements:
    -$29.00 on 05/29/2022
    -$29.00 on 06/29/2022
    -$41.50 on 08/07/2022

    Business Response

    Date: 08/10/2022

    According to Mr. ****'s contract, there would be a 30 day notice required in order to cancel his membership once cancellation request is received. We are unable to verify the validity of the cancellation claim. Based on history of Mr. ****'s statement, the 05/28/22 payment would have still been required. In good faith, we will allow all payments past this to be returned back to the customer by not defending the chargebacks for charges processed in months June and July.

    Customer Answer

    Date: 08/10/2022

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

24e Health Clubs is NOT a BBB Accredited Business.

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