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

  PO Box 2589 Carlsbad, CA 92018-2589

• 

  24 Hour Fitness

  229 E FM 544 Murphy, TX 75094

• 

  24 Hour Fitness

  6000 Quebec St Fort Worth, TX 76135

• 

  24-Hour Fitness

  7300 W Greens Rd Houston, TX 77064

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:04/29/2025

  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 experienced unsanitary conditions, unauthorized charges, suspected credit card theft, and what I believe to be discriminatory and threatening behavior by staff.The gym is overcrowded and lacks the capacity for its member base. Last week, I had a leg workout planned using seven specific machinesnone were available. I waited over 30 minutes just to begin.The facilities are poorly maintained. Paper towels and disinfectant are often missing, the showers are dirty (some without doors), and the pool is so murky I never used it during my two-month attendance.Despite this, I stayed committed to my one-year membershipuntil a more serious issue arose. On March 16, 2025, I paid for my membership and four training sessions, clearly stating I didnt want recurring sessions. Yet on April 16, I was charged $187.20 for another four I never approved.On April 19 I request cancellation and a refund. I was told it would be processed and briefly saw the refund as pending in my bank appbut days later, it was reversed.When I returned to ask why, a manager denied I ever requested a refund, accused me of lying, and became physically intimidatingflexing his muscles, raising his arms, and mockingly telling me to just do a chargeback. I left feeling ********* credit card was compromised shortly after joining. While I cant prove it was the gym, the timing strongly suggests a link.I believe I was targeted due to discrimination. I'm part of the ************** and speak with a Puerto Rican accent, making me a minority in the area. I no longer feel safe returning, even though I paid for a one-year membership up front.Summary:Severely overcrowded and inadequately equipped.Unsanitary.Unauthorized $187.20 charge on April 16.Refund requested April 19, reversed without ************** effort made to resolve the issue.I was mocked, accused, and intimidated by a manager.I believe I was discriminated ********** credit card was likely compromised at the gym.

  Business Response

  Date: 05/05/2025

  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.

  We show that disputes have been submitted to your financial institution, the funds have been returned to the financial institution on 05/02/2025.  The complaint has been forwarded to the District Manager, the District Fitness Manager and the Management team of the club to resolve.  We have asked that they reach out to you by the end of business on 05/07/2025. 

  Yours in Fitness,
  24 Hour Fitness Corporate Office

   

• Initial Complaint

  Date:04/27/2025

  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.

  In April 2022, I purchased a paid-in-full 24 Hour Fitness membership at the *********** Sport location in ******, **. In 2023, after a serious car accident and back surgery, I informed staff in person that I could no longer attend and wanted to freeze or cancel. I was told my plan couldnt be frozen but that no further charges would occur.Later in April 2023, after moving out of *******, I again visited the Orange location and informed staff I was relocating and unable to cancel via the customer service line (their phone system couldnt locate my account via my phone number). I was assured the membership would be canceled and I would not be charged again. Despite this, I was charged $****** April 2024, I received a *********** alert of a pending $299 charge. I called the club before it posted and was told the cancellation may not have gone through due to app issues. Staff again promised it was handled. I later discovered I was charged ******** April 2025, I was notified again of a pending $299 charge. I called the merchant number multiple times (45 times over two weeks), but the automated system said my phone number wasnt linked to an account and routed me to an online form. No live person was available. I contacted ***********, who assured me the charge wouldnt go throughbut it did.Ive made several good-faith efforts to cancel this membership in person and by phone, yet Ive now been charged three times after my initial cancellation. I am requesting a refund for the charges in April 2024 and 2025 and ask that 24 Hour Fitness permanently cancel any remaining account.

  Business Response

  Date: 05/02/2025

  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.

  As a onetime customer service gesture, we have refunded the payment for 2025.  Any additional refunds will need to be accompanied by a doctor's note stating at that time you were not able to use the gym.  We do not need to know any medical circumstances.  There isn't any notification on the membership of cancellation requests. The membership has been cancelled; a cancellation confirmation has been emailed to you. 

  Thank you, 

  24Hour Fitness 

   

• Initial Complaint

  Date:04/26/2025

  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.

  The last time I went to the gym in October 2024, and many times prior to that, it was the filthiest I have ever seen. Not one time in my visits have I seen staff wiping down the equipment, tending to restrooms, refilling sanitizing spray bottles, or refilling paper towels. The womens restrooms are horrid and equipment often broken. I would rather workout anywhere but here and wonder why the standards are so low for this gym. I have read other complaints about being short-staffed or hours being cut, but thats not our (members) problem and should be taken care of no matter what. If they are short staffed, then the manager should pick up the slack. Thats what management is there for. Will this be a constant issue? Are they closing the facility and not informing members? Please help.

  Business Response

  Date: 05/02/2025

  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.

  We see that the last visit to the club was on 10/10/2023.  We would suggest a visit to the club in order to find out if the cleanliness issues have improved.  In the meantime, we have forwarded the complaint to the General Manager, District Manager, and District Repair Maintenance Manager for answers.  We will reply to you when a response is received.  At this time, we do not have any information on a club closure.  

  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

  Date:04/25/2025

  Type:Service or Repair 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.

  11-25-24 I signed up, by phone, weight training sessions. I paid $1,462 for 2 months, twice a week at $60.99 a session. This gives me a total of 24 sessions to be completed in 3 months. I was told that the only way to extend my sessions, is if I got a doctors note. 7 of my 24 sessons expired on April 2, 2025. I asked, the manager, ***** ******** for an extention becasue on February 3, 2025, I told him I got injured training. I had pain in my chest, so I could not work out that week. On February 8, I went to ************ The doctor told me I injured my rib and to not exercise for 3 weeks.. I gave the manager, the doctors note and a list of all the sessions I had. I wanted him to make sure my list was correct. ***** appeared bothered and really did not care to hear what I had to say, all he said is "your sessions has expired and I can have you buy more sessions". .I let him know that I felt dismissed by him. He finally said he would look into it and he would call me back. It has been 3 weeks and he has never looked into it nor has he ever call me like he promised. I have also tried to talk with my trainer to see if our sessions, i took down .matched, She also said she would call me but never did. The only way I got any information from her, I saw her at the Gym and she said "about 5 ". What does "about 5 " mean? I had the same issues with the other manager, Ali ******** he would not hear me out at all, he said I will speak with your trainer and I will call you. He never called either. It has been a nightmare getting anyone of these three people to help me. 7 sessions is a total of $426,93 thrown away unless I can complete my sessions as I am intitled to. I called 24 hour **************** I was told it is the policy to extend my weight training if I had a doctor's note. I don't understand why ***** is giving me such a hard time. i hope you can resolve this. I lost many days my Trainers cancled on me & did not reschedule + gym closing 2 weeks for remodel.

  Business Response

  Date: 05/02/2025

  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

  We see that there were 16 sessions taken and 24 sessions that were paid for.  That leaves eight sessions.  We are requesting to have the sessions extended. An email will be sent to you when the sessions are extended.    

  Yours in Fitness,
  24 Hour Fitness Corporate Office

  Customer Answer

  Date: 05/02/2025

  
  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:04/24/2025

  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.

  The air conditioner in the group fitness room has not been working for 3 months. They keep saying they have to get a part to fit it. It is very hot in this room and that is were we do our fitness classes. We are thinking they are not wanting to turn it on to save money. Please will you advise them they need to turn it on or fix it. We pay money for the classes and we are unable to do them because its too hot

  Business Response

  Date: 05/01/2025

  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 complaint has been forwarded to the General Manger, District Manager and District Repair Maintenance Manger to resolve. We have asked that a management team member reach out to you by the end of business on 05/02/2025. 
  
  We thank you for being a valued member and wish you continued success with your health and fitness goals.

  24Hour Fitness Corporate Office 

• Initial Complaint

  Date:04/24/2025

  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.

  The fitness center at the *********** location has experienced a malfunctioning air conditioning unit in its XGROUP room for over a month without any repairs. As a dedicated member of 24 Hour Fitness for nearly 30 years, consistently paying my membership fees, I expect a well-maintained and healthy environment for my workouts and those of other members. Exercising in a room without air conditioning is unacceptable and poses a risk to clients using that space. The company continues to collect our membership fees but fails to uphold the terms of the contract. I request a refund for compensation, and the company must repair the air conditioning to ensure the facility meets the required standards.

  Business Response

  Date: 04/30/2025

  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.
  
  The complaint has been forwarded to the General Manger, District Manager and District Repair Maintenance Manger to resolve. We have asked that a management team member reach out to you by the end of business on 05/02/2025. 
  
  We thank you for being a valued member and wish you continued success with your health and fitness goals.

  24Hour Fitness Corporate Office

• Initial Complaint

  Date:04/24/2025

  Type:Sales and Advertising 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.

  The group fitness room has not had ac since February.

  Business Response

  Date: 04/30/2025

  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.

  The complaint has been forwarded to the General Manger, District Manager and District Repair Maintenance Manger to resolve. We have asked that a management team member reach out to you by the end of business on 05/02/2025. 

  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

  Date:04/24/2025

  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.

  The air condition in the group workout room has been broken for at least a month. The gym has air condition, but where do classes it is broken. We have complained to the front desk daily but they keep saying the part has been ordered. With summer approaching, we are worried about the temperature and our health.

  Business Response

  Date: 04/30/2025

  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.

  The complaint has been forwarded to the General Manger, District Manager and District Repair Maintenance Manger to resolve. We have asked that a management team member reach out to you by the end of business on 05/02/2025. 

  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

  Date:04/24/2025

  Type:Order 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 purchased a lifetime membership (Member ID: ******** from 24 Hour Fitness in 2003 for approximately $800, with agreed-upon $49 annual dues thereafter. On February 19, 2025, I received notice that 24 Hour Fitness would unilaterally terminate my lifetime membership effective April 27, 2025. I attempted to pay the upcoming annual dues, but the system did not allow it. Their recent response declined to reinstate my membership and offered instead a new monthly plan at a significantly higher cost.I believe this constitutes breach of contract and deceptive business practices, and I am seeking the reinstatement of my original lifetime membership as agreed in 2003.

  Business Response

  Date: 04/30/2025

  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.

  On 4/24/2025, we reached out to you in response to your initial inquiry regarding our decision to exercise our right to terminate your membership. We've submitted a request for a copy of your membership agreement for your reference. As outlined in Section 6(f), 24 Hour Fitness reserves the right to terminate a membership, in its sole discretion,for any reason not prohibited by law. 
  
  Supporting the fitness goals of the communities we service is a pillar of our mission, and we encourage you to review the offer included in our email sent on {insert offer date} as it represents a strong value relative to our current rates.
  
  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:04/23/2025

  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.

  On March 6, I contacted 24 Hour Fitness to transfer my membership to a household member. Over the phone, the representative informed me that my own membership would be cancelled, and I would only be charged for one membership going forward under the household members name.However, since then, I have continued to be billed for both memberships until I found out myself that I was billed twice. I visited the gym twice and called the gym to resolve this issue in person, but each time I was told to speak with a manager who was not available. I have not received any refund for the payment that I was charged for two different memberhip.Desired Resolution:A full refund of the charges made to my account for the cancelled membership since March 6.An explanation as to why the original cancellation was not processed as stated.I am filing this complaint with the BBB in the hopes that 24 Hour Fitness will take this matter seriously and resolve it promptly.

  Business Response

  Date: 04/29/2025

  Hello ***** ****, 

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

  We are not sure about the membership you are speaking of.  We do not have a membership where two people are able to use the membership under one membership.  You have a primary membership and an add-on membership for ******* **.  Both memberships are billed monthly as described in the agreements that were emailed to you when the membership contract agreements were entered into. Your membership was cancelled on 04/14/2025, a cancellation confirmation was emailed to you.  The membership for ******* ** is still active and a card record for monthly billing is needed if the membership is to stay active.  We do have Buddy ****** available at a lower cost.  Both memberships had Buddy ****** on them.  Buddy ****** can only be used when the member is present. 

  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