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

  2280 Market Place Blvd Irving, TX 75063

• 

  24 Hour Fitness

  229 E FM 544 Murphy, TX 75094

• 

  24 Hour Fitness

  3600 W Emporium Cir Mesquite, TX 75150

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:03/13/2025

  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.

  When I signed the contract with them close to 15-20yrs ago I was suppose to be locked in for $100 per year for life. Now the price just keeps going up. I can't reach anyone in corporate and none of the managers can help they only refer to sending corporate an email. Which i did and not getting a response back.

  Business Response

  Date: 03/14/2025

  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 a club team member adjusted your dues on 02/29/2024 waiving $54.00 off of the increased dues amount.  Unfortunately, the team member did not have authority to waive the increased balance.  In order to maintain the membership, the increased dues amount is expected to be paid in full.  At this time the invoice for 03/15/2025 in the amount of $257.40 is available to be paid.  If the membership is cancelled due to nonpayment, we will not be able to reinstate the membership.  An email has been emailed detailing the reason of the increase.  In addition, we have emailed the agreement that shows the Right to Increase Dues by 24Hour Fitness.  If you have 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 ****************

  Customer Answer

  Date: 03/18/2025

  They spoke on a lawsuit that happened in 2018 that I was not aware of, didn't get an email or letter about it!  Or I would have definitely fought for it..   Just like this year I did not get and email, call or letter about my bill for 3/15/25 so if I wasn't already aware that I normally pay around this time it could have passed and I lost my acct.   Fell like it's was designed for me to lose my perks so they can put me on another plan in their benefit.     I think if I signed that contract over 15 plus years ago to be locked in for $100 a year it should be honored. shouldn't have to be going back and forth about it..

  Business Response

  Date: 03/24/2025

  Hello ******* ******, 

  The email communication has been going to the email address on file, ****************************.  Please check your junk and spam emails as well.  As explained in the emails that we have sent to you, that were replied to the time to dispute receipt of a Notice has passed.  We have also emailed the Agreement Contract signed on 03/15/2010 that shows the Right to Increase Dues by 24Hour Fitness in section 3C. The increased amount for the membership will stay in place. 

  Thank you, 

  24Hour Fitness

• Initial Complaint

  Date:03/08/2025

  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.

  I was injured December 14th. I called December 15th to freeze my gym membership. It was frozen for 2 months until February 16th. I called the gym on February 11th to extend the freeze further. They confirmed they would pass the information to the manager. I was charged ***** on February 19th. When I called on the 19th to question why I was charged, they had said someone went into my account and manually charged me from their end. They said only upper management can reverse the charge. I called twice within a week after and each time upper management is not here. I get charged a second time on March 4th *****. I get furious and call yet again on March 7th, this time demanding upper management to speak with me. I get told they will be here tomorrow 7-11am. So i called at 10am the next day, and ask to speak with upper management. I get told ok and placed on hold for AN HOUR. I hang up knowing no one would pickup. I called right after and over 6 times and no pickup from the front desk. I decided to think smart and called from a different phone with a different number and CONVENIENTLY they picked up. I asked to speak with upper management and they say upper management just left.

  Business Response

  Date: 03/12/2025

  Dear ***** **********,

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

  Per our records you were placed on a freeze from 12/16/24 - 02/15/25 this was on the freeze confirmation that was emailed to you upon the initial freeze. You were then charged a prorated dues amount on 2/17/25 as you were reactivated. The charge of $57.57 is for the Annual Fee that is nonrefundable and would be charged regardless of being on freeze.

  At this we have refunded for the charge upon reactivation for the 2/17/25 $56.43, you will receive the refund in 5/7 days back to the method of payment. 

   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:03/05/2025

  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 originally paid $154.99 for a membership between 2/18/20-3/9/20, but due to unforeseen circumstancesincluding a pandemic-related job loss and relocation over 50 miles awayI was unable to use it. At the time, I was informed that if I returned to an area with a gym location, I would be able to use the amount I had already paid. Now that I have moved back to an area with gym locations nearby, I expect that commitment to be honored. I would like to request applying my previous payment as a credit toward a new membership.

  Business Response

  Date: 03/07/2025

  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. 

  According to our records, your membership was terminated on 05/20/2020 per your request. We are unable to reinstate your membership at this time.  If there is additional information that should be considered for your request, please let us know.  
  
  We have memberships available online, or your local club would be happy to assist you in purchasing a new membership to meet your needs.  
  
  We look forward to servicing your fitness needs in the future!
  
  Your 24 Hour Fitness ************** Team

• Initial Complaint

  Date:03/05/2025

  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.

  *** had a lifetime membership with 24 hours fitness fitness since 1984 where I only pay ***** membership fee per year. Unbeknownst to me, they cancelled my membership. No notice or letter. This became a problem at the end of 2024 cause I didnt get a bill and cancelled the gym and they said my membership was cancelled! Now what should I do? Ive approached the gym with no success. Please help me. Im a senior with a disability and on ********** . I only go to the gym a few times a year. Thanks. ******* *****

  Business Response

  Date: 03/07/2025

  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.

  Our records indicate that a renewal notice was emailed to you on 12/08/2022: Invoice Due Date:12-28-2022.  The membership was cancelled due to lack of payment on 03/29/2023.  A cancellation confirmation was emailed to you on that day.  Unfortunately, too much time has lapsed from the time the membership was cancelled to have the membership reinstated.  Please check with your insurance provider to see if they offer health club memberships as a part of their benefits.  24Hour Fitness also offers competitive rates on our one club memberships.  

  Thank you, 

  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:03/02/2025

  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 membership was initiated less than a year ago and when I signed up I was told the gym would be empty especially in the very early morning hours, the parking was safe, the equipment is clean, etc., etc., This gym is NOT clean- there are endless complaints online about this. The parking lot is NOT safe as I hear about vandalism at this gym parking lot from members that have quit or some active members that are planning to quit and move on to some new gyms that have opened like Iron Lair; I have also seen new graffiti sprayed on the walls. And, I have read reviews or heard from ex-members about how people have seen actual major altercations in the parking lot or vehicle break-ins. No one in their right mind that has any sense of security would park here. This location has countless bad reviews and 1-3 out of 5 star ratings on Tripadvisor, Yelp, and other review sites. There are also many comments that verify my complaints about how dirty this location is and how it's always way overcrowded and so on. As a matter of fact one of the popular suggested searches is "24 Hour Fitness Torrance Busy".I barely had time to use this membership because the parking lot would always be full or there would some suspicious activity in the parking lot when I would drive by. I have experience in security but you dont have to be a security expert to know that this place is NOT the safest place to be especially during the early morning hours. This gym needs to ****** my membership and provide a FULL REFUND for non-delivery of their product/service. I did NOT get ANY VALUE out of this gym and the stress of the lack of security and overcrowding at this gym make it far more of a risk than it could ever be worth.

  Business Response

  Date: 03/07/2025

  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.

  Unfortunately, we are not able to honor your request for a full refund for the year.  The membership was entered into on 03/14/2024 and is still active.  24Hour Fitness is not able to qualify the safety of the outside areas of our clubs.  We do not own the parking areas that our clubs. The issues with the vandalism, or graffiti should be addressed to the property management team of the location. We offer our members a cooling off period when they enter in contract agreements with us.  This gives them the opportunity at that time to review any social media reviews, conditions of the club, parking, along with any other areas of concern. The member may cancel during the cooling off period if the member comes to the conclusion that this particular club location is not a good fit.  There were two club check ins on the membership, 03/25/2024 and 04/13/2024.  Your agreement is a Platinum Yearly Auto-Renewal contract agreement.  This agreement allows the member to use any club in the area.  Nonuse of the club is not a reason for a refund.  The membership has been cancelled, a cancellation confirmation has been emailed to you. 

  24 Hour Fitness Corporate Office

   

• Initial Complaint

  Date:02/28/2025

  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 am a member at 24 hour fitness since 4/2/2006. I had to pay a one time initial payment (I believe it was over $600 in 2006) and then pay $29 per year forever. I have been paying $29 since 2006 but somehow starting 2024, the billing system started to asking me to pay $74 per year and is asking me to pay $74 again this year. I am concerned that this agreement was not held on the company end and I am very disappointed. Here is my membership info: ***** *** Membership GE28950 I like to speak to the proper personal at 24 hours fitness to resolve this issue, but was not able to connect with the right person.

  Business Response

  Date: 03/07/2025

  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.

  Due to the decision made through the courts, the increase will stay in place.  An email has been sent to you explaining the terms and conditions of 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 Office

• Initial Complaint

  Date:02/28/2025

  Type:Product 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.

  I am moving to ******, ****** in a few days. There are no 24 Hour Fitness locations in that state. I would like a refund on the unused balance of my contract, which renewed on November 20, 2024 for a period of one year. I have used three months of my membership. I would like the remaining nine months of payments ($161.91) to be refunded to me.

  Business Response

  Date: 03/07/2025

  Hello ******* *****,

  A prorated refund of $58.55 has been refunded to your Visa Card ending in 3314.  The membership has been cancelled as well.  A cancellation confirmation along with a refund confirmation has been emailed to you. 

  Yours in Fitness,
  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:02/27/2025

  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.

  I tried calling 2 different clubs today to change my payment to another day (the next day) or to take my money at a specified time the day it was due. The **** I spoke with were of no help and said there was nothing they could do and when I requested to just stop the payment they informed me they would have to freeze my account (now I can't access my benefits and my payment isn't due yet). I also tried calling the corporate office but the call center isn't open on a Thursday at 2pm. Extremely dissatisfied with the service I've received and company has violated my consumer rights. Beware that if you want to make any billing changes you cant and are basically out of luck. ***** **** was the one that froze my account even though I told him not too.

  Business Response

  Date: 03/04/2025

  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.

  Depending on the agreement type we are able to adjust payment dates.  Unfortunately, there was no information in the complaint stating which date you would like to have the payment taken.  Please let us know what date you would like the payment to be on so that we may be able to assist you. The membership is currently in a payment due status.   

  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

   

   

   

  I tried calling 2 different clubs today to change my payment to another day (the next day) or to take my money at a specified time the day it was due. The **** I spoke with were of no help and said there was nothing they could do and when I requested to just stop the payment they informed me they would have to freeze my account (now I can't access my benefits and my payment isn't due yet). I also tried calling the corporate office but the call center isn't open on a Thursday at 2pm. Extremely dissatisfied with the service I've received and company has violated my consumer rights. Beware that if you want to make any billing changes you cant and are basically out of luck. ***** **** was the one that froze my account even though I told him not too.

• Initial Complaint

  Date:02/26/2025

  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 had a frustrating experience with 24 Hour Fitness while redeeming a 3-day free trial pass advertised as valid at "most clubs." The confirmation email required only a photo ID and code ********. At the ************ club (5.3 miles from home), staff demanded proof of proximity, rejected my digital ID, and insisted I go to *********, despite the "any club" promise. A second staff member rudely claimed my ID wasnt valid, offering no apology. At ********* (2.5 miles away), staff said I must use **************** (3.4 miles) instead, ignoring my need for a pool, unavailable there. **************** was unreachable after 5 PM PT. Finally, San ****** manager ******* ********* professionally issued my pass, which I used at *********. The inconsistency, rudeness, and wasted time nearly deterred me from joining. I request: 1) retrain staff at ************ and ********* on policy and courtesy, 2) clarify internal rules to match advertising, 3) an apology and trial extension or discount. See attached for details.

  Business Response

  Date: 03/04/2025

  Hello Fan Shi,

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

  In the documentation provided the guest confirmation stated to bring a photo I.D. which our club team members are supposed to receive when issuing the actual guest pass.  We appreciate you bring this issue to our attention, and we have forwarded the information on to the management teams of the clubs for further review.  We are able to present a 10% discount. On a membership if you would like to have a membership with us.  

  Yours in Fitness,
  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:02/25/2025

  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 am writing to address a concerning matter regarding my 24-Hour Fitness prepaid lifetime membership, which I have held since 2006. Recently, I received a courtesy notice from the company informing me of a significant increase in my annual rate, from $29 to $74 per year, representing an unprecedented increase of over 200%.Upon contacting 24-Hour Fitness, I was informed about a 2018 class action lawsuit that allegedly required members to return a claim form. However, I must stress that I never received any notification about this lawsuit, nor was I contacted regarding the matter. I have consistently paid the annual due of $29 until now, and I believe this sudden increase is both unfair and inconsistent with the contract that 24-Hour Fitness has previously honored.

  Business Response

  Date: 03/03/2025

  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.

  Thank you for your additional outreach. We recognize that settlement of the In Re: Prepaid Litigation was six years ago and therefore provide additional context below that may be helpful.
  
  The claims administration process associated with the litigation was a court regulated process in which a third-party Claims Administrator ran the last known mailing addresses of all class members through the National Change of Address database before initially mailing the Notices.This was done to ensure Notices were being sent to class members' most current addresses. If the Claims Administrator was unable to find an updated address for a returned Notice, the Claims Administrator emailed the Notice to the last known email address 24 Hour Fitness had on file.
  
  Again, the ********************* process was regulated by the court to ensure integrity and the Claims Administrator made all reasonable attempts to ensure delivery of the Notices. Unfortunately, the time to dispute receipt of a Notice has passed, and 24 Hour Fitness is obligated to comply with the terms of the settlement agreement and the court-approved ********************* process. As such, if you wish to maintain your 24 Hour Fitness membership, you must pay the amount due. Thank you for your understanding and please consider that, although your Annual Renewal rate has increased, your membership is still an exceptional value and well below current market prices.
  
  Yours in Fitness,
  24 Hour Fitness Corporate Office

  Customer Answer

  Date: 03/03/2025

  Hello,

  The Claim Administrator did not do full due diligence to ensure the members get the notification.  I came across this mainly due to the increase of the membership dues.  24HR is also obligated to honor the contract.

  Regards - *****

  Business Response

  Date: 03/07/2025

  Hello ***** ***,

  Unfortunately, the time to dispute receipt of a Notice has passed, and 24-Hour Fitness is obligated to comply with the terms of the settlement agreement and the court-approved ********************* process. As such, if you wish to maintain your 24 Hour Fitness membership, you must pay the amount due. Thank you for your understanding and please consider that, although your Annual Renewal rate has increased, your membership is still an exceptional value and well below current market prices. 

  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