Complaintsfor24 Hour Fitness USA Inc
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Complaint Details
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Initial Complaint
06/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On June 10 I came to this club around 7 pm, I brought with me my son who is in vacation from college, I logged in with my phone and behind the front desk was four men and a woman. I knew my son wasn't in my membership and I got cash with me to pay for him use the club as we did the last summer, I lost my credit card and at that moment the new one was coming on mail. The woman said " he is not in your account so he can't get in" I said he is my son and I'm able to pay for him. She starts telling excuses like can't take cash and I have to have a credit card on file. She said "many like you guys have been Sneaking into my gym" I still wondering what she meant. Maybe about race. She also said "you can go in and he can wait for you in your car" I remember the other guys laughing on me. At this point I told her that I've been a customer for almost 10 years and that is rude and make me think in cancelation of my membership, she said smiling and typing the computer "Allright, your membership is canceled" I asked to speak with the manager and she told me that she is the General Manager her name is ********. Her attitude was really unprofessional and discriminatory. My son and I felt humiliated, disrespected. Coming back home we stop in other gym, closer but smaller (******* and ********) I logged in as well, I was about to pay my sons membership because they are able to take cash. So the desk guy told me that she "Revoke" my membership and I don't have access to any club no matter is paid the rest of the month. He asked me what happened so i told him about and he said that's not reason to she do that and also she is not a manager as she said. He said he will talk to the real manager in that club and ask him to give me a call but never happen.Business response
06/21/2024
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 on 06/21/2024 in follow up to the comments you provided to the Better Business Bureau regarding a recent visit to one of our clubs and your experience. They have addressed your concern by forwarding the complaint to the appropriate business partners and have placed a two-month credit on the membership as a customer service gesture.
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 OfficeCustomer response
06/21/2024
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
06/15/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I signed up for the lifelong contract over 10 years ago which stated I would be charged a certain amount yearly to keep my membership. It started at $29 a year, went to $74 a year, and is now at $164 a year which is an outrageous increase (over 50% in one year) and was not stated in the initial contract. I was told they sent an email but I was never notified as i checked my email and did not receive anything from them.Business response
06/20/2024
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 on 06/20/2024 in follow up to the comments you provided to the Better Business Bureau regarding the dues increase on the membership. They have addressed your concern with documentation the supports the dues increase.
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 OfficeInitial Complaint
06/14/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I had a membership at ******************************** for the last year. I recently moved to *********** and cancelled my membership. Their mobile app that members use stores your credit card information. I tried to delete that data before cancelling my membership but it does not have an option to delete. I cancelled my membership, deleted the app and sent an email asking to have my credit card data removed. They responded they are unable to do so. I work in technology and am well versed in mobile and database applications. Anytime I stop doing business with a business I remove any financial data I have stored with them. There are data breaches happening everyday and it is just too risky for my data to remain on servers with companies I no longer do business with. I have requested 2 times in the last 30 days via email they remove this data and they refuse. All I am asking is for my data to be removed.Business response
06/20/2024
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 on 06/20/2024 in follow up to the comments you provided to the Better Business Bureau regarding the card record being removed from the membership. They have addressed your concern. Please reply to the email or call the number in the email if there are any additional questions.
Yours in Fitness,
24 Hour Fitness Corporate OfficeCustomer response
06/20/2024
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
06/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Re membership number: HB68812 My annual renewal rate increased to $139.00 from $49.00 according to the statement I received on March 29, 2024.To resolve the problem, I would appreciate my membership fee amount back to be $49.00 annually and refund the $90 for this year's payment I made on 4/29/2019. I would also like my lifetime membership to stay $49.00 from now on.24 Hour Fitness has not been responsive to my requests to refund the over charge and honor their lifetime membership contract with me from 2007. In 2007 I purchased a prepaid membership for approximately $670 and was promised to pay $49 fixed annual fee for a Lifetime membership. Since 2018 24 Hour has been attempting to increase my lifetime membership.I sent my complaint and request to the 24 hour fitness customer service email inbox. They have not called me back. On June 10th, I spoke to ***** at the ************** 24 Hour fitness and told me 24 Hour Fitness sent me a declaration in the mail about the price increase. I am sure, I never received a notice in the mail and would like my membership fee to stay at $49.00 annually from now on.To resolve the problem, I would appreciate my membership fee amount back to be $49.00 annually and refund the $90 for this year's payment I made on 4/29/2019. I would also like my lifetime membership to stay $49.00 from now on.Business response
06/20/2024
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 on 06/20/2024 in follow up to the comments you provided to the Better Business Bureau. They have addressed your concern by providing the appropriate documentation regarding your dues increase on the membership. Please reply to the email or call with the phone number provided in the email.
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 OfficeInitial Complaint
06/13/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
As stated in attached email from 24 Hour Fitness, my account would be placed on hold. I have emailed ******************* as instructed in email to reactive my account however have not received a response. It would be greatly appreciated if they can honor their agreement. Thank you for your assistance.Business response
06/20/2024
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 on 06/20/2024 in follow up to the comments you provided to the Better Business Bureau regarding the reinstatement of your membership. They have addressed your concern by submitting a request to have your membership reinstated.
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 OfficeCustomer response
06/25/2024
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
06/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Signed up for a promotional deal from 24 hour fitness that was given to me by a manager. I was told that if I was not satisfied by the membership before the annual fee was to be charged, that my membership would be canceled and would not be charged the annual fee. After two days of agreeing to become a member, I contacted the manager (as was told) to cancel my membership and he would do so. After that initial message, I received no response and when I attempted again, my messages were not going through and I was blocked in attempts to not receive my request for cancellation. I tried contacting the corporate office through their service number, but each time I was unable to reach a customer representative and was told that the offices were closed. By then, I was charged for a membership (two times!) that I no longer want and have attempted to cancel for a few times already.Business response
06/17/2024
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 on 06/17/2024 in follow up to the comments you provided to the Better Business Bureau regarding the cancellation and refund on the membership. They have addressed your concern. The membership was cancelled on 06/11/2024 and refunded on 06/13/2024. Please close the complaint as the members requests have been processed.
Yours in Fitness,
24 Hour Fitness Corporate OfficeInitial Complaint
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been trying to reach the corporate call center for days but it keeps telling me it is closed no matter what time or day I call. I recently reached out to the location to work on cancelling my membership as I am moving to an area where there is not a location for more than 50 miles.They cancelled my autorenewal at that time but told me to call back when I knew when I was moving. When I did I was told I wouldnt be refunded the prorated amount I was originally led to believe it would. They filled out a form and suggested I go to the website and do the same. I found when I filled out this form on the website it would direct the inquiry to the membership location, not corporate. I have no response from them and cannot get thru to you.When I auto-renewed I was not aware I would be transferred to work or that there wouldnt be a gym. I abided to the terms of my original contract. I feel I should be given prorated credit for the time I cant use due to there not being a location within a reasonable distance.Business response
06/17/2024
*************************,
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 06/17/2024 in follow up to the comments you provided to the Better Business Bureau regarding a prorated refund on your membership. They have addressed your concern by prorating a refund on your membership. A refund confirmation was emailed to you on 06/17/2024. Please close the complaint due to the refund that was requested and processed.
Yours in Fitness,
24 Hour Fitness Corporate OfficeCustomer response
06/17/2024
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
06/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I enrolled in 24hr Fitness club membership on June 28, 2007 (Member # HF25668). I paid upfront for the total 36 months term of prepaid agreement in order to receive a lifetime membership at Super-Sport 24 hour Fitness. The membership Agreement stated that my future renewal amount is locked in for $29 annually.However, over the years I've been billed for a higher renewal amount. The most recent bill payment is $164. I'm filing this complaint due to breach of contract and trust. I am requesting the 24 hour fitness to reimburse me the overpayment on my part and rectify their records to reflect correct future billing as stated in contract.Business response
06/17/2024
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 on 06/17/2024 in follow up to the comments you provided to the Better Business Bureau regarding the dues increase on the membership. They have addressed your concern by providing the appropriate documentation explaining the dues increase. Please call the number on the email if you have 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 OfficeInitial Complaint
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I started a membership with 24 hour fitness and since Covid, has been on a frozen status, per my request. *********************** a renewal which I said why should I pay because I still have a year and a half left on my old membership. I was informed my Shaina that the auto renewals are sent out, but if i get billed, they will take care of me, whatever that means. I wish to be taken off auto pay, and I do not want to be billed for a service that I have not used being i still have time left on my current membership that is in a frozen state.Thank you for your help. I appreciate it and hope we can find some resolution to this Nonsense they are doing that is causing me a lot of grief.Business response
06/17/2024
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 in follow up to the comments you provided to the Better Business Bureau regarding the membership renewal. They have addressed your concern by emailing the appropriate information regarding your membership. Please call the number in the email if there are any questions regarding your membership.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 OfficeInitial Complaint
06/08/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
This specific location did not allow for me to park my electric scooter writhing the facility. I have had no issues at any other location. This is a very busy area and it would not be safe located outside, they hold no liability if it outside. They do not have a specific policy outlining in my contract that I cannot bring a scooter inside. They do have a spot outside specifically for bikes, but have yet to accommodate scooters. They have breached the contract and I would like a reimbursement for my membership, as well as continued access, and no further harassment.Business response
06/12/2024
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 in follow up by email to the comments you provided to the Better Business Bureau. The they have addressed your concern by explaining the Club Operations and the responsibility of the General Managers we put in place.
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
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Customer Complaints Summary
648 total complaints in the last 3 years.
305 complaints closed in the last 12 months.