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Business Profile

Health Club

24 Hour Fitness USA Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Club.

Complaints

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

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24 Hour Fitness USA Inc has 359 locations, listed below.

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    Customer Complaints Summary

    • 907 total complaints in the last 3 years.
    • 411 complaints 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:07/19/2023

      Type:Sales and Advertising 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 WENT TO THE *** ON 07/14/2023 AND THE *** IS DIRTY I ASKED THE ***** DESK THEY SAID THEY CLEAN IT ONLY AT NIGHT AND THAT THE NEW CLEANING CREW ARE KIDS, THERE IS ALSO A REALLY BAD HAZARDOUS ODOR NEAR THE BATHROOMS, I PAID FOR THE WHOLE YEAR AND I DEMAND A REFUND

      Business Response

      Date: 07/24/2023

      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 24-Hour Fitness representative has contacted you be email in follow up to the comments you provided to the Better Business Bureau, and they have addressed your concern.  Please close the BBB complaint on your end.  

      Thank you

      Yours in Fitness,

      24 Hour Fitness Corporate Office

      Customer Answer

      Date: 07/24/2023

      this was a very vague response and no action was taken to resolve my concern 

      Business Response

      Date: 07/26/2023

      Hello *********************,

      The email that we sent to you on 07/24/2023 must have been overlooked or is in the spam or junk folder.  Please see the information that was sent to you via email. 

      I received the BBB complaint regarding cleanliness issues at the ******* Heights (Super-Sport) club.  We have cancelled the membership and prorated a refund of $155.34.  We apologize for the inconvenience. I am asking that the BBB complaint is closed on your end.

      Yours in Fitness,

      24 Hour Fitness Corporate Office

      Customer Answer

      Date: 07/26/2023


      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.

       

       

      thank you for reaching out to me and my apologies for overlooking the email 

      Regards,

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

       


    • Initial Complaint

      Date:07/19/2023

      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.
      Hello,Last year I have signed up for 12 month fitness program along with 5 personal training sessions. Their employee filled the form and took credit card information. I have clearly mentioned that I will try 5 lessons and then decide if I want to take mode. The employee did not inform me and ************* charge for personal training classes every month. I have realized after first month charge (about $350) and called to cancel. Took information over the phone and did not cancel, charged second month again. I went to store showed proofs that I did not take any extra lessons other than first 5. I have been informed that Manager will call me refund the money. It has been 5-6 months now and not refunding the money. Went to speak with Manager and he never showed interested in talking. after waiting for 30 minutes, I get canned message you will get a call, which never happened. They did the same with my cousin and after few months returned her money. I need your help in getting back my ~$700. Regards,Surya

      Business Response

      Date: 07/24/2023

      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 24 Hour Fitness representative has contacted you by email in follow up to the comments you provided to the Better Business Bureau, and they have addressed your concern.  
      We thank you for being a valued member and wish you continued success with your health and fitness goals.  Please close the BBB complaint on your end. 

      Thank you
      Yours in Fitness,
      24 Hour Fitness Corporate Office

       

      Customer Answer

      Date: 07/24/2023


      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. Last week, I have received the refund to my credit card.  I greatly appreciate *************** for the help. 

      Regards,

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

       

    • Initial Complaint

      Date:07/16/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The 24 hour fitness at this address (****************************************************************) is not open for 24 hours. The reason 24 hour fitness as a franchise can charge more than local gyms is because its open for 24 hours and is supposed to accommodate for anyone and their lifestyles. This particular location however is advertising and enforcing an opening time of (5:00AM- 11:00PM). A franchise cannot have 24 hour fitness in the name of the gym and advertise nationally that it is open for 24 hours yet choose to not open for 24 hours intentionally. This name of the gym is misleading and causes people who become a member and visit this location to be dissatisfied and even not be able to workout during the time frame of their availability to workout. I would request that the business change their hours to 24/7 as advertised to accommodate to everyones schedule.

      Business Response

      Date: 07/21/2023

      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.
      We are not able to move forward with the research of the complaint.  Please provide additional identifying information in order for us to locate the membership, full phone number, email address, or member number associated with the membership.  Our clubs are not franchised we are privately owned.  Not all of our clubs are 24hours and it has always been that way.  Please provide the identifying information so that we can move forward in servicing you.  

      Yours in Fitness,
      24 Hour Fitness Corporate Office

       

    • Initial Complaint

      Date:07/14/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 started a 24 hour fitness membership 3 months ago, but now because I am about to move I want to cancel my membership, but their predatory website and customer service does not allow it. they have a cancelation page on their website, but it does not even function. it's covered by an infinite loading screen which is obviously fake, and you can remove it using the inspect menu to see that the page itself does not even function. When you call their phone number that they provide you are put on hold for 5 minutes after which they hang up. making it physically impossible for me to stop my membership

      Business Response

      Date: 07/18/2023

      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 24 Hour Fitness representative has contacted you in follow up to the comments you provided to the Better Business Bureau, and they have addressed your concern.  

      Yours in Fitness,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:07/14/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      The ********** and ********* locations are dirty, unsanitary, a hazard, no one cleans or **** any thing away, staff disapear, or play on phone or sleep. This last week there was no toilet paper or toilet seat covers in the bathrooms all week, nor any cleaning supplies to sanitize. When you ask an employee to clean something they all say its not their job or ignore you.

      Business Response

      Date: 07/18/2023

      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 24 Hour Fitness representative has contacted you by email in follow up to the comments you provided to the Better Business Bureau. Please reply to the email or give us a call with the number provided in the email with any additional questions. 


      Yours in Fitness,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:07/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      24 Hour Fitness on ******************* in ********** has showers that dont drain, black mold between the tiles and on the floors. The manager told me that they Will Not clean up the mold because it it an old building and will someday be remodeled.

      Business Response

      Date: 07/18/2023

      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 24 Hour Fitness representative has contacted you by email in follow up to the comments you provided to the Better Business Bureau.  Please respond to the email or call with the number provided in the email. 

      Thank you,
      24 Hour Fitness Corporate Office

       

    • Initial Complaint

      Date:07/12/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      24 hour fitness online services are not accurate. I cancelled my membership then was continue to be charged when i went online and went through the cancellation process. Whole time my overdraft charges were not listed on my membership account. luckily my bank was able to get the charges voided. they even blocked 24 hour fitness from charging me but was still able to charge me. I want to be done with this company and not be charged for a membership i cancelled already.

      Business Response

      Date: 07/18/2023

      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 24 Hour Fitness representative has contacted you by email in follow up to the comments you provided to the Better Business Bureau. Please reply to the email or call the number that was provided in the email.

      .
      Yours in Fitness,
      24 Hour Fitness Corporate Office

       

    • Initial Complaint

      Date:07/11/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      In April 2023 I purchased an year gym pass for my 18 year old daughter. It was very complicated to get the charge to go through. I never received the email. I do not communicate well with my daughter and found out that she never received the email and never got any of this access. I called and talked to the general manager **** and he was extremely rude and unhelpful. Hung the phone up. I called back asked for Hr . He said he ran everything with 24 hour. At that time I was only looking g to resolve the issue. With this treatment I wish a refund.

      Business Response

      Date: 07/18/2023

      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 24 Hour Fitness representative has contacted you by email in follow up to the comments you provided to the Better Business Bureau. Please reply to the email or call the number provided in the email. 


      Yours in Fitness,
      24 Hour Fitness Corporate Office

      Customer Answer

      Date: 07/18/2023

      I Would prefer to keep all communication through the BBB. My daughers name is *********************. Her D.O.B. is 4/10/05, I am the one who paid the bill using my credit card. It was supposed to be sent to my email address after trying hers and it didn't go thought. We had a great deal of issues that day.

      My email address is ********************* 

      Business Response

      Date: 07/21/2023

      Hello ***************************,

      We have forwarded you the agreement, cancelled the membership, and refunded the membership back to the card on file.  We apologize that the agreement was sent to you as requested.  Thank you so much for your patience.  Please close this BBB complaint on your side.  

      Thank you so much, 

      Yours in Fitness,
      24 Hour Fitness Corporate Office

       

    • Initial Complaint

      Date:07/11/2023

      Type:Service or Repair 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 signed up for annual 24 Hours Fitness membership, and agreed to pay annual fee of $570.00 in December of 2022. Then the company not only charged me the agreed amount of $570.00 plus monthly fee of $36.99 for the next 5 months. I have attached the transaction dates for those fees, and I need my refund total of $3071.94. I called the 24 Hour Fitness located on ********************************************************, and spoke to the manager with no help or returned calls. I have left them multiple messages. I am newly widowed and need this money desperately. Please help.

      Business Response

      Date: 07/18/2023

      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 24 Hour Fitness representative has contacted you by email in follow up to the comments you provided to the Better Business Bureau.  Please reply to the email that was sent or give them a call at the phone number provided in the email. 


      Yours in Fitness,
      24 Hour Fitness Corporate Office

       

      Customer Answer

      Date: 07/18/2023


      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,

      Annu *****

       

    • Initial Complaint

      Date:07/11/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This is in regards to the ************* location. Literally the WORST customer experience. This location has been going downhill for years now and it's obvious the management at this location is terrible and virtually non-existent.Today was the 4th or 5th time the gym doors were not unlocked at morning opening because the opening employee 'didn't wake up for her shift.' Let me repeat; this same employee has overslept at least 4 times and has been nearly two hours late opening the doors to the gym in the morning!! Each time I bring this up to the management personnel, they simply brush it off and make an excuse for why the teenaged girl didn't show up. There has been no discussion of a solution for members and the problem continues to occur. Myself and at least 25 other members in the morning get up and expect to be able to use the gym that we pay for... Even though the gym is disgusting, most of the machines stay broken for weeks and the public areas are gross and unkept. It's absolutely unacceptable and the ** is not taking measures AT ALL to resolve the situation. In fact, I called today to ask to speak to the manager and the late employee answered the phone and acted like they didn't have a ** and didn't know when someone else would be in. She should be fired.I pay for this membership so I can workout in the morning before work & I am unable to do so. This inability for me, and other paying members, to use the facilities we pay for is becoming a regular issue - we should be refunded for our inability to use the gym, again, that we pay for! This entire company is a JOKE and this location should be shut down.

      Business Response

      Date: 07/14/2023

      Dear ******,
      24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that occurred to detract from our level of service or our facilities.
      Our records indicate that the District Manager of your local club has contacted you in follow up to the comments you provided to the Better Business Bureau, and they have left you several voicemails to contact him back.  
      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 ****************

    24 Hour Fitness USA Inc is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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