Complaintsfor24 Hour Fitness USA Inc

Health Club

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Initial Complaint
09/09/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have a yearly membership with 24 Hour Fitness from September 2023 to September 2024, and I do not want to renew it. On September 5th, 2024, I noticed a charge of $239.88(for me) + $239.88(for my husband) for the renewal. I called the 24 Hour Fitness ************ location on September 9th to cancel my membership and request a refund. However, they informed me that a refund was not possible because they had sent an email notification about the renewal. But, they didn't send this email to me as my husband is the primary member of our family account, and the notification was sent only to him, not to me.My husband intends to keep his membership, but I do not. Additionally, I have not been able to visit the gym since April 2024 due to personal reasons, so I was unaware of the renewal. Given these circumstances, I am requesting a refund of the renewal fee.
Business response
09/16/2024
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 primary member is responsible for the add-on membership. The dues notice reminder goes to the primary who is responsible for the payment on the add-on membership. The renewal is on the agreement that was signed on 09/05/2023 in addition to the renewal notice that is sent to the primary member. Nonuse of the club is not a reason for a refund. As a onetime customer service gesture, we have refunded $239.88 back to the **** card ending in 8625. A refund confirmation has been emailed to *********************. Please close the BBB complaint due to the request for a refund has been processed.
Thank you,
24 Hour Fitness Corporate Office

Customer response
09/16/2024

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
09/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This gym is completely filthy, from the gym/weight room area to the locker rooms. Urinals go weeks from being cleaned and are constantly smelling of urine. the gym floor is covered in hairballs, dust bunnies, and trash. I see an employee vacuum once or twice a week but I'm not sure the vacuum is working. you can clearly see under machines have never been cleaned and covered in dirt, hair and dust. dumbbell rack is also disgusting. some machines are missing parts, like the seated calf machine has been missing an assist bar for over 4 months now.I have notified employees and it is obvious they do not care. my wife has seen females in the locker room appearing to collect money for having their hair braided (not members their for a workout). I have also witnessed children under 12 years of age playing on machines with no adult in sight. There are obvious mounds of hair and dirt stuck between the flooring throughout the gym.
Business response
09/11/2024
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.
While researching your complaint we came to the conclusion that you are speaking of the Redlands (Super-Sport) club. There was no mention of the club in the complaint. The complaint has been forwarded to the District Manager, General Manager and the District Regional Maintenance Manager to resolve. We have asked that a member of the management team reach out to you within 48 Hours with answers to your complaint.
Yours in Fitness,
24 Hour Fitness Corporate Office
Customer response
09/11/2024

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
09/03/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I moved out of the area and would like a full refund of the annual fee, please and thank you. This is within the parameters of the organization's description. If I move out of the area and there is no facility within my geographic area, I'm entitled to a full refund. I have been thrown around and put on hold for 20 minutes at a time without explanation.
Business response
09/10/2024
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. It was mentioned in the complaint that your request is within the parameters of the organization's description for a full refund. Below are the parameters for a prorated refund if a member moves. The 24Hour Fitness Representative emailed you on 09/11/2024 in order for you to respond to with the necessary documentation mentioned below.
6(B)(2). YOU MOVE: IF YOU MOVE YOUR NEW RESIDENCE MUST BE MORE THAN 25 MILES FROM YOUR CLUB OF ENROLLMENT AND
24 HOUR MUST BE UNABLE TO TRANSFER YOUR MEMBERSHIP TO ANOTHER FACILITY WITHIN 25 MILES OF YOUR NEW RESIDENCE.
YOU MUST PROVIDE WRITTEN EVIDENCE OF YOUR MOVE. IF THERE IS ANOTHER CLUB WITHIN 25 MILES OF YOUR NEW RESIDENCE,
YOUR MEMBERSHIP WILL BE TRANSFERRED TO THAT CLUB AND YOU ARE NOT ENTITLED TO A REFUND. IF 24 HOUR IS UNABLE TO
TRANSFER YOUR MEMBERSHIP, 24 HOUR WILL REFUND YOUR UNUSED PREPAID DUES. IF YOU HAVE A GOLD (REGIONAL)
MEMBERSHIP AND MOVE OUTSIDE YOUR DESIGNATED REGION, YOUR MEMBERSHIP IS NOT TRANSFERRABLE. YOU MAY CANCEL
YOUR CURRENT GOLD (REGIONAL) MEMBERSHIP AND RE-ENROLL IN THE NEW REGION TO WHERE YOU MOVE BY CONTACTING A
CLUB MANAGER.
Yours in Fitness,
24 Hour Fitness Corporate Office
Customer response
09/11/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
I am in communication with ***** at 24 hour fitness and am pending resolution. Thank you so much for your help!

Regards,

*************************
Initial Complaint
09/02/2024
Complaint Type:
Order Issues
Status:
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.
Aug 10, I went into the gym for a consultation. I specifically asked if I could have a membership for one month only. Because I'll be leaving soon. The staff at the store specifically told me that I could apply for one month $31.99. Also made it clear that there was no annual fee for this membership. I paid for it then.Aug 25, I received an annual 24Fitness bill of $58.99 on my credit card. That day I went to the store to ask for an explanation. Their employees didn't acknowledge what they said. And showed me a contract I'd never seen before. Because I never saw the contract, nor did I sign it. I found that the location of the signature of the contract is a printout of my middle name, which is definitely not my signature style. Please check the attachment.I said I want to cancel the membership, and they asked me to pay another $50 cancellation fee.I think they are cheating consumers. 1) Sign the contract in my place. 2) The timing of the annual fee deduction is very unusual, why not deduct it on the first day. 3) My membership has no impact on the company, why should there be a cancellation fee?I wish to terminate this illegal contract, refund my annual fee, and prohibit any further charges to my credit card.
Business response
09/06/2024
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 was cancelled without the early termination fee on 08/28/2024. A refund for the Annual fee was processed on 09/06/2024. A refund confirmation was emailed to you.
All of our memberships come with an electronic signature, which is a legal signature. We apologize for the team member not following your specific instructions.
Please close the complaint on your side, due to all of the requests you asked for have been processed.
Thank you,
24Hour Fitness Corporate Offices
Initial Complaint
09/01/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I paid for a one year membership at this facility and they are closing. I joined in April so Ive only been a member for 5 months. I want a refund for half my membership. They told me I would get an email to go to another gym and I never got an email. I asked them to send it again and nothing. I want my money back!
Business response
09/06/2024
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.
Our records indicate the following:  Email sent to member on 8/30/2024 at **************** advising of *********** 151 closing on 9.27.2024. Member and any related agreements will be transferred to the ********* club, 228. Please check junk email and spam email if it was not found in the regular email box.
Our club team members would have had the opportunity to resolve this issue for you as well. They have been given the following directive which we will follow as well:  Prepaid/Limited members can request to cancel and will have access to the club until the club closes on 9.27.2024. A refund of any unused prepaid time will be issued within 30 days of the club closure.
Thank you,
24 Hour Fitness Corporate Office
Customer response
09/06/2024
I had to say I do not accept in order to request the refund. Please refund my remaining membership. Thank you.
Business response
09/12/2024
Hello ***************************,
As stated in the previous communication to you. The club closes on 9.27.2024. A refund of any unused prepaid time will be issued within 30 days of the club closure. The refund will be processed at that time.
Thank you,
Customer response
09/12/2024

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
08/31/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I dont know how you can consciously charge someone to go to your gym when you refuse to give customer service or even a modicum of what you said youd offer. This gym has consistently misled customers that it would have available weights, sauna, and jacuzzi and time and time again has failed to live up to this. If a lifeguard doesnt show up, it is not my problem. An employee must stand in that area and make sure nobody swims. Its not an excuse to close the entire area for the day and kick up your feet while my time transporting to the gym and for the day gets wasted. Not even an alert that the amenities I came to the gym to use would be close. Who does stuff like this? Who values there customers time that little? Furthermore, its an embarrassment that at any point there should be no weights available from ***** pounds (the most common amount of weight probably used in the gym) and when confronted about this, I should not hear things like thats not my problem or some people being there own weights to combat this. This is nonsense, I have paid for the last 3 months of 24 hour fitness to constantly have these most basic amenities that you showcased as a consistent part of the gym; not available. Im no legal expert but I can assure you this is not a moral or legal way of operating a business. If tracked over long periods of time, some would call it fraud and theft. I respectfully request some assistance or a refund for the last 3 months of membership. I traveled by bus 1 hour round trip to find out my gym was choosing not to open up the sauna or even find a 10 pound weightthis is nonsense. No where else does it require a lifeguard to use those amenities, its pure laziness.
Business response
09/05/2024
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.
Our records indicate that a 24Hour Fitness representative has contacted you by email regarding the comments you provided to the Better Business Bureau as a request to receive a refund due to club conditions. It is unfortunate that the name of the club is not mentioned in the BBB complaint to further research the issues brought up in the complaint. Please provide the name, or address location of the club so that we can further assist 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
Initial Complaint
08/30/2024
Complaint Type:
Order Issues
Status:
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.
I signed a lifetime contract back in 2007 for a anual membership with 24 hour fitness. I been paying every year the same price. A month ago they send me an email saying they are going to raise it more than double because of inflation. They are breaking the contract. Inflation affects everyone my contract shouldn't be broken. I want my annual payment of $29 to continue.
Business response
09/05/2024
Hello Tracygail *********,
We have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for any inconvenience that you may have experienced.
Our records indicate that a 24Hour Fitness representative has contacted you by email on 09/05/2024 regarding the comments you provided to the Better Business Bureau about the dues increase on your membership. They have addressed your concern by providing supporting documentation for the dues increase. 24Hour Fitness is honoring your agreement which comes with a dues increase clause.
Please reply to the email with any additional questions.

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
Initial Complaint
08/30/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Like many others's I have been a long term member of 24 hour fitness. The membership was established in 2001. My employer Scripps offered a membership for $14.99 a month for healthcare Nurses and healthcare workers. I have had this membership for since the 2001. At the time, this was the top of the line membership allowing access to all clubs. This is why I chose the membership. Along the way 24 hour fitness started establishing sport and Super Sport Clubs. For which they started downgrading memberships though allowing older members as myself permissions if they went to the club within the first year they were turned into Super Sport clubs. During this time, my membership was established at many of these clubs from ******, **********, all the way to the East Coast. In 2006, without consent 24 hour fitness added annual fees to the membership. As they have are credit card information this was added without prior consent. This did not come with any added benefits to the best of my knowledge. I was notified this week that my membership has now been downgraded. No longer providing access to clubs which I have frequented for years. I was informed that I would only be allowed entrance to two Super Sport Clubs one in ********* where I live and the other in ******* where I have never resided. The only other choice I would have is to upgrade to a new member ship costing approximately $35 a month plus an annual fee of $49.99. In addition I pay an additional $9.99 for a membership for my son. It appear this will need to upgraded as well for him to frequent the club nearest to his college. I believe that 24 hour fitness should honor our original arrangement. When I signed up this was the platinum plan. As a veteran and Registered nurse, I believe that loyalty is important. As when I signed up back in 2001, this membership should provide access to all of the clubs for myself and my son's membership as he fall's under my membership agreement.
Business response
09/05/2024
Hello *************************,
We apologize for any confusion regarding the ******** Sport:Monthly membership contract that was entered into on 04/13/2001. Yes, at that time it may have been the top tiered membership. As time went on, Super Sport and Ultra Sport clubs were created. Previous agreements were not grandfathered higher tired clubs. We did not down grade any memberships we simply added additional tiers. Members were and are given the opportunity to upgrade their memberships if they wanted to take advantage of the additional club ties. We most definitely did not target any particular group as stated in the BBB complaint. Depending on the year, 24Hour has had annual fees added to the memberships as all fitness clubs have done in the past years.

Credit cards or some type of billing account is associated with our monthly memberships, which is stated in the contract agreements. We have requested a copy of the agreement to determine the verbiage in the agreement regarding automated billing.

Your membership was not downgraded. During COVID19 we allowed all of our members to visit any club of their choice without an upgrade. We needed to make a decision of when to go back to our regular practices.

24Hour Fitness is honoring the original agreement, which is an ******** Sport:Monthly membership. The cost of $9.99 a month is a ***** pass agreement on the membership. This allows our members to bring a guest anytime they visit our clubs. It is not an agreement where the person can come in without the member being present.

Please let me know of two Super Sport clubs you would like added to the membership and we are more than happy to have those added to your membership.
24 Hour Fitness Corporate Office
Customer response
09/09/2024
Thank you for the reply, I would like to thank ********************** for 24 corporate as well. Could you please forward this message onto ********************** at 24 Hour Fitness Corporate? In response to the which two Super Sport clubs I would like added to my Membership. I would like to continue with the Balboa Super Sport in *********, As well I would like the El Cajon Super Sport on Main St in ********* added to my membership.

Lastly, I am hoping to add my wife to my membership. As mentioned, Would she be eligible for the same membership as my son is currently on? If not as mentioned in the first email, I am a veteran and continue my nursing career at Scripps. What would be the costs to add her on to my account?

Regards,
*************************
Business response
09/16/2024
Hello *************************,
We are not able to find a team member with the last name you provided. Please let us know the full name of the person and the title.
We have placed the request to add the Balboa Super Sport and the El Cajon Super Sport to your membership. It will take 48 to 72 hours to be processed. Thank you for inquiring about adding your wife to your membership. Any add-ons will be added at the current market rates. Please check with the club Sales and Service Manager for the current add-on prices.
Thank you,

Customer response
09/17/2024

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
08/28/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am paying dues at $50.60/month. My gym is not a supersport but I am paying super sport dues. This is absolutely ridiculous in this economy. Corporate greed is killing the middle class. I want my rate lowered to something reasonable.
Business response
09/04/2024
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.
Your base membership is an ******** Sport:Monthly membership that was entered into on 05/27/2009. There is an ******** Super-Sport:Monthly upgrade agreement on the membership that was entered into on 06/13/2012 that allows you to visit Super Sport clubs. The base membership is $36.74 plus applicable taxes. The Super Sport upgrade is $10.00 a month with applicable taxes. The upgrade agreement was created at the Katy ***************** Sport club. We hope this information clarifies the billing on the membership.

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

Yours in Fitness,

Business response
09/04/2024
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.
Your base membership is an ******** Sport:Monthly membership that was entered into on 05/27/2009. There is an ******** Super-Sport:Monthly upgrade agreement on the membership that was entered into on 06/13/2012 that allows you to visit Super Sport clubs. The base membership is $36.74 plus applicable taxes. The Super Sport upgrade is $10.00 a month with applicable taxes. The upgrade agreement was created at the Katy ***************** Sport club. We hope this information clarifies the billing on the membership.

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

Yours in Fitness,

Customer response
09/04/2024
my club is NOT A SUPERSPORT. Please go back to the original amount.

thank you
Business response
09/10/2024
Hello ***************************,
You are correct, your membership is an ******** Sport membership that was created on 05-27-2009. An upgrade was purchased to allow you to go to Super Sport clubs on 06/13/2012 as described in the first communication sent to you. Please see below. If you would like for us to cancel the Super Sport upgraded, we are able to do that for you. We just want you to know that you will not have access to all of our clubs if we cancel the upgrade.
"Your base membership is an ******** Sport:Monthly membership that was entered into on 05/27/2009. There is an ******** Super-Sport:Monthly upgrade agreement on the membership that was entered into on 06/13/2012 that allows you to visit Super Sport clubs. The base membership is $36.74 plus applicable taxes. The Super Sport upgrade is $10.00 a month with applicable taxes. The upgrade agreement was created at the Katy ***** *********************** We hope this information clarifies the billing on the membership."
Thank you,
Yours in Fitness,
24 Hour Fitness Corporate Office
Customer response
09/12/2024

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.
Please remove the super sport upgrade.

Regards,

***************************
Initial Complaint
08/27/2024
Complaint Type:
Order Issues
Status:
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.
2024 Membership Increase (From Promised Lifetime Membership of $29/Year to $119/Year In Contravention of 24 Hour Fitness Settlement Case No. 4:16-cv-01668 JSW - for 24 Hour Fitness Member #HD88015: This June, 2024, 24 Hour Fitness unilaterally increased my yearly dues from $29/Year for life (promised under memberships they sold to the public in 2007) to $119. This increase is in contravention of the terms of the above-mentioned class action lawsuit which I was a part of in 2018. 24 Hr. Fitness is trying to wiggle out of discharging its obligations on a pretext that I filed my claim late in September of 2018 which is false because the original claim forms were sent out to 24 Hr. Fitness USA, **** Prepaid Membership Settlement - 5753, ******************************************************************* well before the 02/26/18 deadline on January 11, 2018 with an expectation to hear back from 24 Hr. Fitness/Prepaid Settlement as well as receive a reimbursement check for the overcharged/overpaid dues well before August, 2018. When I did not receive the reimbursement check or hear back from 24 Hr. Fitness/Prepaid Settlement, by August, 2018, I contacted 24 Hr. Fitness/Prepaid Settlement as well as the prosecuting Orange County District Attorney & the law firm spearheading the litigation (The ******* Law Firm of *************) with a copy of the claim forms sent out on January 11, 2018.On review by one or more of these principals, my application was deemed worthy of inclusion in the class action lawsuit under extant circumstances and I consequently did receive a $200 reimbursement for the overcharged dues with other class action member & had my yearly dues knocked back to the $29.00/year promised under the 24 Hr. Fitness' lifetime membership terms. 24 Hr. Fitness' attempt to raise fees to $119/Year while threatening to cancel my membership if I don't cough up the bloated dues is the epitome of acting in bad faith. I paid them the due $29/Year for 2024/2025 but they want more $90 more. What gives?
Business response
08/30/2024
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 complaint has been forwarded to additional business partners for further research. The 24hour Fitness Corporate representative will email you with the information when research has been completed.

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 Officedisputed amount $749.81

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Complaintsfor24 Hour Fitness USA Inc

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