Complaints

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

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  24 Hour Fitness USA Inc

  PO Box 2689 Carlsbad, CA 92018-2689

• 

  24 Hour Fitness USA Inc

  870 Amena Ct Chula Vista, CA 91910

• 

  24 Hour Fitness USA Inc

  1640 Camino del Rio N #315 San Diego, CA 92108

• 

  24 Hour Fitness USA Inc

  4655 Frazee Rd Oceanside, CA 92056

• 

  24 Hour Fitness USA Inc

  975 Lomas Santa Fe Dr Solana Beach, CA 92075

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

• Initial Complaint

  Date:07/25/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased a subscription to personal training with a 3 month commitment at $302 a month on April 22, and told my coach that I would only be training during this period, meaning that once the 3 month commitment period was over I would no longer wish to be subscribed. My trainer informed me that the process would be taken care of on his end and I would not have to worry, I had even spoken to the manager of the club (**) and was assured that my subscription would be cancelled and I would not have to worry about being billed for the next month; but on July 22 I was billed a 4th time. I had texted my trainer asking why then immediately was sent an email being informed my subscription was cancelled(after I was billed) then I promptly went to speak with OJ and was told that he did not remember our said conversation about cancelling my subscription before I was billed for the next month. Now I am down $302, which is not in my budget this month, and will put great financial strain on me and my family; all simply due to the inaction of others until it was too late.

  Business Response

  Date: 07/30/2025

  Hello 

  We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.

  A refund for $302.40 has been processed back to the **** Card ending in 9397.  A refund confirmation has been emailed to you. 

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

  
  Yours in Fitness,
  24 Hour Fitness Corporate Office

  Customer Answer

  Date: 07/30/2025

  
  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,
  
  ******** *******
  
   
  

• Initial Complaint

  Date:07/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a member of 24-hour fitness. On Saturday, July 12th, I went to the pool for my walking therapy, as prescribed by my doctor for physical therapy. The pool was occupied so I waited for my turn. I entered the pool around 2:20pm at which I clocked I'd get out at 2:50pm, which would have given me half an hour. Not long after two older men came in. They sat down on my side, on the bench, and proceeded to have quite a loud conversation, so much that I could still hear them underwater. I caught them watching me multiple times. Upon exiting, I stated I didn't appreciate them speaking so loudly, disturbing the peace, and it's creepy to be watched. The other man, named ***, got upset quickly, yelling, "WHAT'S THAT"! I repeated what I had said, though I know he heard me. He got in my face with his finger and said, "What are you going to do?" I told him he needs to get out of my face. He bundled up his fist and threatened to hit me. I had tried to let it go, but when I got in the hot tub , *** continued to glare at me and was aggressive from across the room. I went to find the manager but he was not there. I didn't speak to him until Thursday. I was told that the patron was Bipolar. I told him I have PTSD. I asked for him to be banned but he said No. I asked for a full refund and I'm still waiting. He was very rude himself and was only concerned with a lawsuit, which I'll consider if I don't get my refund. He had no concern of the patron's disorderly behavior.

  Business Response

  Date: 07/25/2025

  Hello ****** ********, 

  We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.

  The membership has been refunded and cancelled.  A cancellation and refund confirmation has been emailed to you. 

  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:07/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a month-to-month member at the 24 Hour Fitness location in ****************, **. The facility was closed for renovations from June 6, 2025, at 9 p.m. to July 2, 2025, at 8 a.m. I was charged a full monthly fee (approximately $50) for June, despite having no access to the gym for nearly the entire billing cycle.I received a notification about the closure on June 5just one day beforevia email. However, the message did not mention anything about freezing my membership to avoid being charged during the closure. I had no reasonable opportunity to act before being billed.A gym staff member told me I could likely receive a credit for the lost time, but when I spoke with the manager, they denied any refund or credit and only offered a towel service or buddy ***** These are not equivalent to a months worth of lost access to the gym.24 Hour Fitness failed to deliver the service I paid for and did not make any reasonable attempt to resolve the issue. I am requesting a refund or membership credit for the period during which the gym was closed and unavailable.

  Business Response

  Date: 07/25/2025

  Hello Chowoon Jang, 

  We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.

  The membership agreement contract emailed to you on 07/07/2024 speaks to Temporary Closures at 24Hour Fitness: 4(c). Temporary Closures: If the health club facility is closed for a period longer than 30 days through no fault of the buyer, the buyer is entitled to either extend the contract for a period equal to that during which the facility is closed or to receive a prorated refund of the amount paid by the buyer under the contract.  The National:Platinum Monthly membership allows to use all of our clubs throughout the **************  We do not freeze memberships during a Temporary Closure.  We allow the members to use any of our facilities within their area. 

  As a customer service gesture, a credit has been placed on the membership for the next payment invoice for August. 

  We thank you for being a valued member and wish you continued success with your health and fitness goals.
  Yours in Fitness,
  24 Hour Fitness Corporate Office
  

  Customer Answer

  Date: 07/27/2025

  
  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,
  
  Chowoon Jang
  
   
  

• Initial Complaint

  Date:07/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was recently told that i would have to pay $297 to 24 Hour Fitness due to an automatic membership renewal. While I understand that I had previously signed a contract with auto-renewal terms and received an email notification, I was not actively using the gym and was not expecting to be charged such a large amount upfront.I attempted to cancel after seeing the charge but was told that I could not receive a refund due to the auto-renewal clause. I feel this policy is unfair, especially for customers who are not using the service and did not intend to renew.I am simply asking for a cancellation as a gesture of good faith. I am not trying to get around the terms I agreed to I just didnt expect such a large charge all at once and was not given a ***** period to cancel after renewal.Ive since requested cancellation to prevent future charges. I hope 24 Hour Fitness is willing to work with me on a reasonable resolution.

  Business Response

  Date: 07/25/2025

  Hello ***** *****, 

  The complaint stated the member was aware that the National:One-Time Auto Renewal membership would renew as specified in the name of the membership contract agreement.  The membership contract agreement also goes over club usage does not dictate the membership.  In section 3a of the signed contract it states:  Whether or not you use the facilities, you must still pay your dues and non-use of the facility or facilities is not a basis for refund of prepaid dues.

  The renewal amount of the membership is the same as the initial payment of the membership which is also mentioned in the membership contract agreement that was emailed to the member on 06/30/2024.  The membership was cancelled on 07/23/2025 as a result of speaking to a member service representative as a onetime only customer service gesture.  A cancellation confirmation was emailed. 

  24 Hour Fitness Corporate Office

   

   

• Initial Complaint

  Date:07/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the gym about 4 months ago to tell them I moved and don't need to go there anymore and to cancel my membership. The man on the phone asked for my info and said ok no problem all set. now I got charged a renewal for another year at 270 plus another *****. When I called the gym to ask why am I getting charged they said don't worry Ill send you a cancelation letter and you can call your bank and dispute the charges, that's the easiest way to reimburse you. I did that and my bank is telling me 24 hour fitness is denying they owe me anything and to not move forward with the chargeback.

  Business Response

  Date: 07/24/2025

  Hello ******** *****, 

  We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.

  A refund of $299.99 has been posted to the MasterCard on file ending in 0947. 

  Thank you so much for your patience with this matter

  Yours in Fitness,
  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:07/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an automated Annual Membership charge to our card on May 12 $396.52 and another charge on May 27 $58.63.A year ago, my wife and I signed up for a one-year membership paid in full. We didnt sign up for an auto-renewal membership nor were we informed this was an auto-renewal program. We would love to go to the gym but this is something we cannot do right now. We have been members of 24 Hour Fitness for many years and our favorite gym to join when feasible. We would truly appreciate in providing us a refund as we cannot sign up for an annual membership at this time.We tried multiple times to speak the to gym general manager at the location we signed up and we would receive the same story that he would call us back. After multiple email attempts, we still haven't receive any response from them.

  Business Response

  Date: 07/23/2025

  Hello ****** *****, 

  We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.

  The membership contract agreement that was entered into on 05/12/2025 is a National:Platinum Yearly Auto-Renewal.  The contract was emailed to you on 05/12/2024 to review the terms and conditions of the membership. 

  The $58.63 what was charges is the annual fee that is also mentioned in the membership contract agreement. As a onetime only customer service gesture, we have cancelled the membership, refunded the **************** ending in 1004 and emailed the agreement which states an Annual Auto Renewal membership was entered into.  A cancellation and refund confirmation has been emailed to you.  

  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:07/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 9th I signed up for a 3 month personalized coaching subscription.On April 30th I emailed ******************************* as indicated on my personalized training subscription agreement with a request to non-renew my contract after the agreed upon 3 month term. On the same day I received an email from their customer service team confirming the non-renewal of my contract signed by a representative named **** *.On July 9th, I was billed for a 4th month and my contract was renewed.The local *************************** cancelling the remainder of the renewed subscription, but forwarded me back to the online team for a refund.Supplying all of this context to the customer service team they responded 6 days later after I sent 3 emails seeking support to inform me that they could not honor a refund and pushed me back towards the in-store manager. The ping pong is unacceptable. I expected my subscription to be canceled and should not need to be tossed around to have this issue rectified. I am happy to provide all the emails as evidence.

  Business Response

  Date: 07/22/2025

  Hello ****** ****,

  We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.

  A refund of $356.00 has been refunded back to the **************** on file ending in 2003. A refund confirmation has been emailed to you.  

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

  
  Yours in Fitness,
  24 Hour Fitness Corporate Office

  Customer Answer

  Date: 07/23/2025

  
  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,
  
  ****** ****
  
   
  

• Initial Complaint

  Date:07/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased a one year membership with 24 hr fitness in January of 2024 at the ******* location. The cost was 276 dollars. I ended up having to move to ********** because I broke up with my gf and moved in with my brother in **********. They did not have any gyms in this location or any where near it closest one was hour away. I contacted them and asked about their refund policy and they said the only time they refund is when a customer is injured or moved to a place with no 24 fitness, and can prove it. I told them I had moved and asked for a refund they said okay we just need a piece of proof. I got them this by showing them U-Haul statements and receipts as well as apt lease and other pieces of mail. They said they would get back to me. They never contacted me and so I reached out multiple times till I got a hold of them and the the manager told me that now they needed two pieces of evidence. I had to pay 25 bucks for the second piece of proof of address change. I showed them this all of this was in email and in writing and on recorded calls on their end. They then again did not reach out I finally got a hold Of them again and they said theyre denying my request for refund even tho I got them their two pieces of evidence that I sent them. So I had to pay even more money and they still refused. I reached out to them again and the manager was pretty rude about it and said they wouldnt refund me I even offered to just take like 250 to cover the 3/4 of the first month I used the he gym. They refused. I would like ******* a full refund on the membership that I did not get to use and for the money I had to pay for the proof of address change.

  Business Response

  Date: 07/21/2025

  Hello ***** ****, 

  We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.

  Please forward any information you may have in regard to the move to *************************** to the attention of **.  We will review the information and get back to you with a decision.  

  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:07/14/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to relocate to ******* to take care of my sick mother. I froze my account in March. It was due to unfreeze in July but I have no returned to *********, so I called my home gym and asked my options. I was told I could refreeze my account for several more months. I have an email confirming the freeze. This past month I was charged, and told my account had been unfrozen. I have called to speak to a manager several times with no return call, as well as talked to corporate who told me they wont freeze or refund the money. My account was unfroze without my authority which is a crime, and if this is not fixed, my family attorney said I have a case because my person information was accessed and changed without my consent. On top of this, this is not the first time money has been taken out of my account by this company without me knowing. I have been with a lot of gyms in my life and I have never experienced the lack of compassion or disrespect that I have with this gym. I have more things to worry about than this and its absolutely absurd that I cant get a simple call back. If my account is charged again I will file suit.

  Business Response

  Date: 07/21/2025

  Hello ******* *****, 

  We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.

  A refund, and cancellation confirmation has been emailed to you. 

  24 Hour Fitness Corporate Office

  Customer Answer

  Date: 07/21/2025

  
  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,
  
  ******* *****
  
   
  

• Initial Complaint

  Date:07/12/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good afternoon, I am a member of the gym 24 Hour Fitness. From approximately June 8th to July 6th the gym was closed for renovations and I was unable to use the facility. However, they charged my credit card for monthly due for the month they were closed. When I attempted to speak with the front desk regarding a refund, the individual laughed in my face and said no. They could only offer me "towel service." I attempted to call the manager of the facility but they were busy and have not called me back. I attempted to call the corporate office and repeatedly got disconnected. I now can no longer use the facility because I did not pay this charge. I am astounded that they are charging me when they were closed and I was unable to use the facility. Can you be of any assistance in this matter? Sincerely, ********* ****

  Business Response

  Date: 07/18/2025

  Hello ********* ****, 

  We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.

  The agreement speaks on temporary closures and how they are handled: 4(c). Temporary Closures: If the health club facility is closed for a period longer than 30 days through no fault of the buyer, the buyer is entitled to either extend the contract for a period equal to that during which the facility is closed or to receive a prorated refund of the amount paid by the buyer under the contract.

  The All-Club Super-Sport:Monthly membership contracts allow members to use any club in the area.  When clubs are temporarily closed members can use the nearest club to the one that is being renovated.  The club was closed on Friday, June 6th at 9:00 PM EST and reopened on Wednesday, July 2nd at 8:00 AM EST which is inside of the 30-day closure for refunds. 

  There are notes on the membership that show the credit card company notified us of updated card information.  As a onetime customer service gesture, we have processed a credit on the membership that will take care of the next billing.  A credit confirmation will be emailed to you. 

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

  
  Yours in Fitness,
  24 Hour Fitness Corporate Office

  Customer Answer

  Date: 07/18/2025

  
  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,
  
  ********* ****