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:12/03/2024

  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 do not have an account with this company, my daughter does I did allow them to bill my previous card for a ***** pass I believe twice in the amount of $19.99. They billed my new card on 11/21 for the amounts of $242.76 and $19.99 to my card number I never provided to them. My daughter canceled this membership on that same day and per email was eligible for a full refund. On 12/02 my daughter called and they were supposed to issue a refund for the $242.76 stating I would have to dispute the $19.99 with my bank but then they proceeded to charge my account again in the amount of $242.76. I never provided them with my new card number and did not authorize any of these charges, I want all my f my money refunded why should I have to dispute anything with my bank when due to an error they made and like I previously stated I never provided them with my new card number.

  Business Response

  Date: 12/10/2024

  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.

  There was a refund issued on 12/04/2024.  Membership ***** **** MBR10373301 $242.76.  We see that this is an issue with the ******************* N.A. - DEBIT Cards.  Refunds have been showing as payments.  A refund letter showing all of the banking information regarding the refund along with posting information that you can take to ********** to show that 24Hour Fitness refunded the $242.76 back to the Debit card.  If ********** denies the refund took place, please reply to the email with the refund letter by attaching the statement that shows two charges were made.  After that we will be able to research the issue further. 

  Yours in Fitness,
  24 Hour Fitness Corporate Office

   

   

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited the ********, ** location on 11/25/24. Upon arriving I was told my membership had expired on March of this year.I explained to the associate that I never received any sort of notification via a physical letter or email stating my membership was close to expiring. I usually renew my membership around December or January. After a few minutes I requested to speak to a supervisor, where I spoke to someone by the name of ******. He was able to honor my same original renewal price of $144 as opposed to the $234 I was being quoted in person I would have to pay. He said, I could pay it the next day because the system would need a day to update everything. I wasnt able to go in person so on 11/27/24 I called and asked to speak with ******, I asked if I could pay it over the phone and he obliged and I proceeded to give my credit card information. The next day on 11/28/24 I was charged the full amount of $234 as opposed to the $144 we had agreed on. The next few days I left multiple messages for ****** with the front desk for a callback to ask about the incorrrct charge. He never actually called me back, on 11/29/24 I was lucky enough to have him pickup the line and explained my frustration with the transaction. ****** promised he would look into It that day and call me back the next day to give me an update on what had happened. Again, he never followed up and which is why Im writing this message today.

  Business Response

  Date: 12/09/2024

   

  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 memberships dues was changed in 2023.  Notes on the membership indicate, new renewal will be $234 effective on their December renewal due date 12/26/2023.  An email reflecting the dues increase was emailed on 10/31/2023.  The dues increase is due to the Settlement Class Members were mailed a Claim Form and Declaration by the Settlement Claims Administrator on December 27, 2017, which included instructions on how to secure your settlement benefits. Settlement Class Members who returned a valid Declaration (Qualifying Persons), attesting under penalty of perjury that a 24 Hour Fitness representative told them at the time they entered into a Prepaid Membership that the Annual Renewal Dues listed on the first page of their Prepaid Membership was guaranteed for life or that it would not increase in future years, received the benefit of a refund of any increases paid and had their Annual Renewal Dues amount reduced to the amount listed on the first page of their Prepaid Membership Agreement. Qualifying Persons are eligible to maintain their Annual Renewal Dues for as long as they timely pay and maintain their membership in good standing. The deadline to return the Declaration to the Claims Administrator was Feb 26, 2018.
  
  If you did not return a valid Declaration (not a Qualifying Person) and you previously received an Annual Renewal Dues increase, your Annual Renewal Dues were reduced by 10% of the increase in July, 2018 and payable for three consecutive renewal periods before being eligible for an increase again without restriction.

  The membership was cancelled and refunded on 12/06/2024.  Cancellation and Refund confirmations was emailed to you on the same day. 

  Yours in Fitness,
  24 Hour Fitness Corporate Office

   

   

  Customer Answer

  Date: 12/09/2024

  Yes, I ended up canceling my membership as I got tired of the broken promises. But I surely thought corporate would do a better job at retaining a long-time customer. But turns out I was sadly mistaken. 

  Glad to be rid of you, with your dilapidated establishments and terrible customer service!  
  

  Business Response

  Date: 12/12/2024

  Hello ******* *********,

  We appreciate your business and are sorry to hear that you have cancelled your agreement.  Unfortunately, our records indicate that you did not return a valid Declaration (you are not a Qualifying Person) and therefore was subject to an increase of your Annual Renewal Dues as stated in Section 3C of your membership contract agreement.  If you would like to have a copy of your agreement emailed to you to review, please let us know. 

  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:12/01/2024

  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.

  On 12/31/23 I requested to trrminate a family member I had on my account and instead ********************** administration incorrectly terminated my entire membership. I went to the Mgr at Riverlake Location and she said i had to pay $24 reinstatement fee even though it was not my fault. Anyhow I did so but when she reinstated my membership it was done incorrectly, she did not reinstate the type of membership KEEP FIT PLUS ********* sport So I can access CLUB SUPER SPORTS GYMS as I purchased originally. I am asking for the company to reinstate mt membership as I originally purchased as KEEP FIT PLUS/All Club Sport that allows me access to Club SUPER SPORT Gyms.Thank you

  Business Response

  Date: 12/06/2024

  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 FB62712 ****************** Sport was opened on 10-27-2004. On 09-29-2005 the FB62712 ****************** Sport was rewritten to FU04153 *********************** Sport at a lower cost.  The FU04153 Keep Fit Plus agreement has been in place since 09-29-2005.  The correct agreement was reinstated on 12/31/2022 after being cancelled on 12/29/2022 due to nonpayment. A cancellation confirmation was emailed on 12/29/2022 to the email address on file, ****************************.  A reinstate confirmation was emailed to the email address on file on 12/31/2022.  The ****************** Sport membership does not give access to Super Sport tier clubs as described in the title of the membership.  There was a Super Sport upgrade created on 11-16-08 IK75568 and cancelled on 02-25-20 as a result of a call placed to our member service team from the member.  The notes on the membership states, the member called in to cancel the upgrade for Super sport. I canceled agreement IK75568 the member will continue with yearly membership sent confirmation no further actions updated phone ********** full closing provided.  When the IK75568 upgrade Super Sport was cancelled that removed access to Super Sport tiered clubs.   We are able to add a Super Sport of your choice as a customer service gesture.  If additional Super Sport clubs are desired the membership will need to be rewritten to include the Super Sport tiered clubs.  

  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:11/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a member at 24 Hour Fitness since 2014. On March 12, 2024 I purchased a 16 session pack for personal training for $1348.74. The sessions were to be completed by June 12, 2024, and this timeframe sounded perfect. However, my trainer cancelled each scheduled session the day of, sometimes less than a half hour before, at least 35 times. From March 18 to August 26 we actually met for the training only six times even though we were scheduled twice a week. During these sessions the lack of available equipment prevented us from doing the planned exercises, but he did an ok job coming up with creative modifications. In April, after some cancellations, I thought he was probably having life difficulties so I suggested that I meet with a different trainer. He declined and kept reassuring me that everything was fine. I found this to be a bizarre and uncomfortable experience. I didnt want to complain and get him in trouble if he was already having personal problems. Also, how awkward would it be to force someone to do training with me? When the trainer stopped working there at the end of August, I decided it was safe to go in and complain. I was expecting my remaining 10 sessions to be refunded without much difficulty, considering the complete failure to provide the service I payed for, and the unusual nature of the situation. But the general manager didnt seem to think it was anything out of the ordinary. I was told I can still use the sessions, which is literally giving me nothing because thats just something I already payed for to happen months prior. He offered no acknowledgement of the monumental waste of my time and money. He also refused to put me in contact with anyone else to help me. This is no way to treat a long time member, or any member actually. I believe a refund on the remaining 10 sessions is appropriate.

  Business Response

  Date: 12/05/2024

  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.

  There are 12 sessions that remain under the Personal Training Agreement. The personal training agreement that was emailed to you on 03/12/2024 states that the payment is nonrefundable.  Due to the lapse of time when the agreement was entered into, we have forwarded the complaint to the District Fitness Manager, District Manager and General Manager to resolve.  We have asked that a member of the management team to reach out to you by the end of business on 12/09/2024 to resolve the issue.  

  Thank you, 

  24Hour Fitness 

  Customer Answer

  Date: 12/09/2024

  24 Hour Fitness has not contacted me. If I do not receive communication from them I will consider this money stolen. 

  Business Response

  Date: 12/12/2024

  Hello ********, 

  Thank you so much for letting us know that you have not heard from a management team member.  I have reached out to the management team with additional managers involved to have a manager reach out to you by the end of business today, 12/12/2024.  We are monitoring the action of your request in order to ensure contact with you is made.  

  Thank you, 

  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:11/27/2024

  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.

  Business failed to warm about a pattern of theifts occuring in their facility recently and as a result had medical devices identity documents and professional equipment stolen totaling 1500+ and can't get any video footage from the business for the police despite having already filed a report and cameras being all over the facility

  Business Response

  Date: 12/03/2024

  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 the membership was created online, and there was no conversation about any club issues when signing up.  We urge our members not to bring any valuables into the club.  Locker information in the membership contract agreement: *******: 24 Hour provides lockers for your use on a daily basis and suggests using a lock to protect your property. Do not leave valuable property in a locker at any time. 24 Hour is not responsible for any theft or damage to your property.  It is our policy to only share the video footage with the police in the area after the theft has been reported.  You will need to work with the law enforcement the theft was reported to.  The management team works with police as instructed by the law enforcement in the area.  We have forwarded the complaint to the General Manager, District Manager and the Director of Field Operations to review.  We have asked that a member of the management team reach out to you by the end of business 12/06/2024.  

  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:11/25/2024

  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.

  In 2006 I purchased three years upfront and signed a contract that stated that my dues after the 3 years would be $55 annually. This year I received an email that my annual dues are now $139 plus tax. I honored my contract, however, 24 hour does not. Good luck getting a call back or an email. Corporate no longer has a number for issues. They refer you to individual clubs and they are not responsive. I want the addition charges refunded.

  Business Response

  Date: 12/02/2024

  Hello Jennifer ********, 

  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 12/02/2024 in follow up to the comments you provided to the Better Business Bureau. They have addressed your concern by providing documentation that speaks to the dues increase on the membership.  If there are any additional questions, please reply to 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 Office

• Initial Complaint

  Date:11/25/2024

  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.

  My husband, *** Avenida, and I signed up for a membership at the end of February. On March 10, 2024 I called to cancel the membership and was told I could do so but they would charge me a $53.99 cancellation policy which I authorized. However, they never cancelled the membership and our credit card has been continuously charged every month since the cancellation. In April I called and spoke to the manager on duty, ****, who told me he was cancelling the membership himself and the problem would be fixed, but that never happened. In October my husband called and the front desk person said he sees the cancellation in their records but could not refund us we have to speak with the General Manger, **** *********. I have tried many, many times to speak with **** but no one answers the phone when you call *************). I have also tried to call customer service directly *************) and the machine says they are closed and it's not even 3pm EST and you cannot leave a message. Our credit card company said we have to try to resolve this issue directly with 24hr. Fitness but I just don't know how since we are getting nowhere and they continue charging us monthly! Member name: *** Avenida Member number: MBR12802838

  Business Response

  Date: 12/02/2024

  Hello **** Avenida,

  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 a call was placed with our ************************** on 04/04/2024 at 12:56 PM. During the conversation the member service representative offered to receive the early termination fee and cancel the membership.  Notes on the membership: The member called in to cancel her membership stating that the gym is not 24hrs and that they are dissatisfied with the gym, I advise the member she need to pay a $50 fee to cancel she stated she will contact the manager at the gym I advise member it can be done over the phone she stated she will visit the gym.  

  Notes on the membership on 11/26/2024 at 12:58 PM, The member sent an email on11/25/2024 stating that his membership was cancelled in March, and he made payment of $53.99, however the member stated he is still receiving charges for membership.  The member was advised the amount of $53.99 charge was for the annual fee not the early termination fee.  The membership was cancelled after the email was received.  At that time the membership eligible to be cancelled without the early termination fee.  The cancellation confirmation was emailed to the member.

  Yours in Fitness,
  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:11/15/2024

  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 October 13, 2024, my gym membership at 24 Hour Fitness auto-renewed, incurring a charge of $399.99. On October 14, 2024, I requested to cancel my membership and receive a refund for the auto-renewal fee.I contacted the General Manager, **** ****, who assured me that my refund request had been processed and that he would follow up with me by the end of that week. However, I have not received any further communication from Mr. **** or confirmation that my refund has been issued. Despite multiple attempts to resolve this matter directly, I have not received the refund or any additional information.Desired Resolution:I am requesting that 24 Hour Fitness issue a refund of $399.99 for the unauthorized auto-renewal of my membership and provide confirmation of the refund. I also seek an explanation for the lack of follow-up from their management.Thank you for your attention and assistance in resolving this matter.

  Business Response

  Date: 11/22/2024

  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 dispute for the payment in the amount of $399.99 was submitted to your financial institution.  The refund was processed on 10/23/2024.  After 24Hour Fitness presented the signed agreement to the financial institution showing that it was a scheduled payment the financial institution returned the funds to us on 10/25/2024.  Due to the dispute, the funds were returned to use as a manual payment. We will need to refund the payment by check.  The check will be mailed to the address provided in your complaint, ****************************************************  A 24Hour Fitness Corporate team member will email you at ***************************** to verify the address before processing the refund.  
  
  Yours in Fitness,
  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:11/15/2024

  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.

  24 Hour Fitness employs predatory practices in their membership cancellation process. I attempted to cancel my membership last night, knowing it was due for renewal. However, the only option for cancellation is via telephone, which feels intentionally designed to make it difficult for consumers to cancel.Despite my efforts, the renewal charge still went through. First thing in the morning, I reached out to request a refund, but my request was denied. This policy is not only inconvenient but seems purposefully structured to trap customers into paying for services they no longer wish to use.I am filing this complaint to bring attention to these unethical practices and urge action to ensure businesses like 24 Hour Fitness adopt more fair and accessible cancellation policies.

  Business Response

  Date: 11/21/2024

  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.
  Members are able to cancel their memberships online, on the phone through the contact us number, or by walking into the club to cancel which is a very simple process. We see that there was a club visit on 11/13/2024 which was two days prior to when the annual fee was taken. The membership is a monthly membership and does not renew.  The annual fee is once a year.  As a onetime only customer service gesture, we have refunded the annual fee in the amount of $49.99 back to the MASTER CARD ending in 6156.  A refund confirmation has been emailed to you.  Please close the complaint due to the request being processed. 

  24 Hour Fitness Corporate Office

   

• Initial Complaint

  Date:11/14/2024

  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 concern, the issue, and the continual neglect of the complaint has reached a boiling point. Specifically, the dirt laced floors, the growing of black mold, mold (in a variety of colors), a perpetual blind eye and ear, to the obvious dirt, debris and trash in the locker room for years has taken its toll. I have spoken with over 20 members who have complained at the front desk, written to the corporate offices, and spoken to the custodian for over four years. Nothing ********** addition to the locker room, the pool is a regular cesspool of detritus that has built up and remains swirling, blackened and wisp-like entrails of brackish detritus that has lingered for over six months. Again, no amount of requesting cleaning has moved the needle towards resolution.And, if that is not enough, there is a person, or a group of people who regularly urinate in the wet sauna. I have had to see a doctor after being in the pool area, next to this sauna.The excuses and inaction have reached a breaking point, so I turn to you to hopefully help to remedy the situation.Most sincerely,******* *****

  Business Response

  Date: 11/21/2024

  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.

  The complaint has been forwarded to the District Manager, District Repair Manager, and Sales and Service Manager of the club to resolve.  The management team has been asked to reach out to you by the end of business on 11/22/2024.  
  
  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