Complaintsfor24 Hour Fitness USA Inc

Health Club

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Initial Complaint
11/11/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Before signing up for this membership in April 2021, I was told by multiple 24 Hour Fitness representatives that hours would be extended in the next few months. However, even until today, most gyms within a 100 mile radius of me still close by 9pm. These early closing times make it impossible for me to utilize my membership, rendering it useless to me. At this point, the company name is false advertising. If your gyms will not be open 24/7 anytime in the near future, the company name should be changed. It is misleading and unjustifiable to be closing your gyms at the early times they are closing. For these above-mentioned reasons, I am requesting a full refund of the membership cost paid. MBR02796290
Business response
11/12/2021
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 as we work through unprecedented challenges as a company and community.
Our records indicate that a 24 Hour Fitness representative has contacted you in follow up to the comments you provided to the Better Business Bureau, and they have resolved your concern.
We hope you and your family remain safe and healthy through these unique times and we wish you the best with your future fitness goals.
Promoting Health and Fitness,
24 Hour Fitness Corporate Office

Customer response
11/15/2021

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
11/10/2021
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
24 hr fitness was closed between March of 2020 and April of 2020 due to covid.They continued billing my Credit card for a total of $224.64.Due to a recent injurey, I had to cancel my membership.They are refusing to refund my money.I reached out to customer service over a dozen times; been put on hold for hours.The last thing I remember was something about filing bankruptcy.At any rate, I have had it with them.
Business response
11/12/2021
Dear Mr. ****************************** class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;line-height:normal">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 we work through unprecedented challenges as a company and community.
Our records indicate that a 24 Hour Fitness representative has contacted you in follow up to the comments you provided to the Better Business Bureau, and they have resolved your concern.
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
Customer response
11/12/2021

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
11/05/2021
Complaint Type:
Service or Repair Issues
Status:
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.
On Oct 8 Friday in the evening, when I was working out at the 24 hour fitness gym on Balboa, on the hip Abduction machine, a girl started harassing me. She kept asking me when I was going to be done, she rolled her eyes at me and told her boyfriend that I was annoying her. When I got off the machine, I told her I wanted to talk to her because what she did was not ok, but she immediately put on her head phones, and said that she didnt need to talk to me or listen to anything I say. I stepped back on the hip abduction machine because I wanted to get her attention, but she immediately stepped on the machine after I stepped on it and pushed me off. Her boyfriend who is about 65, built like a bodybuilder (Im a 54 female) immediately comes over and starts yelling at me to walk away. I tell him that his girlfriend was rude to me and that its none of his business. He proceeds to keep yelling at me, then he loudly makes an announcement to other gym goers that Ive been sitting on the hip Abduction machine for 2 hours talking on the phone. I was there for 10 minutes at most doing my workout. I also happened to be on the phone, but it is common for people to be on the phone at this gym and there are no rules against it. Anyway, I leave to file a complaint to the front desk. One of the sales guys took my complaint. I didnt hear back from them for days, until I submitted an online complaint, then I got a call from the manager at that gym, and Ive heard nothing since even though he said he would call me back with updates. Ive tried calling corporate during their operating hours but the machine keeps telling me they are closed. Per their policy, inappropriate conduct is ground for telling someone to leave the gym and revoking their membership. To my knowledge, none of this has occurred as no investigation was conducted. My monthly membership fee was charged on October 12, I called them a few days later to ask for refund which they refused.
Business response
11/12/2021
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 as we work through unprecedented challenges as a company and community.
Our records indicate that the General Manager of your local club has attempted to contact you in follow up to the comments you provided to the Better Business Bureau. Unfortunately, they were unable to reach you to discuss your concern.
At your earliest convenience, please respond by calling the phone number provided in their voicemails for assistance.
We look forward to speaking with you soon.

Promoting Health and Fitness,
24 Hour Fitness Corporate Office
Initial Complaint
11/05/2021
Complaint Type:
Product Issues
Status:
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.
I have been calling 24 hour fitness for over 7 months to freeze my membership account due to Covid and not been able to use the gym. I had even driven over an hour to their location in attempt to get the account frozen, but was given a card and told to call the manager. I finally got to speak to someone on 11/02/2021, who said that they were the new manager, only to learn that my membership was cancelled without my knowledge. I requested all documents, including my contract and the cancellation that he mentioned. The only document that he sent was a cancellation where they claimed I requested this cancellation. They cancelled my account, had me calling for over 7 months to get them to freeze my account, would not return my calls even though I left messages, and gave me to run-around by telling me to call back to speak to the manager, who never seems to be there. Imagine that, when they knew all along they did me wrong.
Business response
11/09/2021
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 as we work through unprecedented challenges as a company and community.
Our records indicate that a 24 Hour Fitness representative has contacted you in follow up to the comments you provided to the Better Business Bureau, and they have resolved your concern.
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
10/29/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I requested a cancellation back in mid summer of 2020 after they decided to close my gym, but they didn't cancel and I've been charged since then.I'd like a refund from that date as I haven't set foot in their premises at least since then, and probably before covid.In my cancellation request I just submitted I requested a refund, but they ignored it.
Business response
11/09/2021
Dear Christian,
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 we work through unprecedented challenges as a company and community.
Our records indicate that a 24 Hour Fitness representative has contacted you in follow up to the comments you provided to the Better Business Bureau, and they have addressed your concern.
We hope you and your family remain safe and healthy through these unique times and we wish you success with your future fitness goals.
Promoting Health and Fitness,
24 Hour Fitness Corporate Office
Customer response
11/09/2021

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
10/28/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was a member of 24 Hour Fitness for the past couple years. When COVID19 hit, they closed the two nearest locations Vallejo and Fairfield, ** indefinitely. Everything was shut down in March and April 2020. I was charge for both months and am asking for a refund for both of those months. I emailed ******************************* (*******, ** GM) in June of 2021 as I spoke with him over the phone. He provided an email (I thought it was someone in corp handling the bankruptcy side, but it was his own email). I didn't know what other avenues to go through. He never followed **. I followed ** in August and have not heard back in status or update on my refund through him or anyone else. I get it takes time, but it has now been 17 months since I originally requested to cancel my membership and receive a refund. And I also tried all avenues.Included, my original cancelation request, bank statements, my email correspondence with ****** and my marriage corticate. Name under membership: *********************** (Maiden)Phone Number: ************ Name: *********************** Phone: ************
Business response
11/09/2021
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 as we work through unprecedented challenges as a company and community.
Our records indicate that a 24 Hour Fitness representative has contacted you in follow up to the comments you provided to the Better Business Bureau, and they have addressed your concern.
We hope you and your family remain safe and healthy through these unique times and we wish you success with your future fitness goals.
Promoting Health and Fitness,
24 Hour Fitness Corporate Office
Customer response
11/09/2021

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
10/25/2021
Complaint Type:
Service or Repair Issues
Status:
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.
I have complained repeatedly about the disrepair and unhealthy conditions of the shower area. There is usually no soap in the soap containers. The shower heads do not work properly, The drains are backed up, and the area smells badly. For several weeks I have asked that this be fixed, without proper resolution. Several times the attendant has told me that there is no soap to fill the soap container with. This seems very odd to me.The Hot Tub is foaming and now is cold rather than hot. I rely on this for muscle health and stretching for chronic pain. When the facility was closed for repainting, the pool area and showers were not open for up to 3 months.
Business response
11/09/2021
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 as we work through unprecedented challenges as a company and community.
Our records indicate that the General Manager of your local club has contacted you in follow up to the comments you provided to the Better Business Bureau, and they have addressed your concern.
We thank you for being a valued member and wish you continued success with your health and fitness goals.
Yours in Fitness,
24 Hour Fitness Corporate Office

Customer response
11/13/2021
Thank you for the updated information from 24 Hour Fitness. While there has been improvement, one of the showers is still not functioning, and another has the hot and cold reversed. There appears to be enough soap, but some are empty or quite low. The situation seems to be improved, as the shower heads were fixed. All of this was observed today, and earlier in the week.
I wear a mask every time I go in. There has been an increase in Covid-19 in ******** according to News programs such as ******** Hour and local News.
Thank you, *********************
Business response
11/24/2021
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 during this challenging time.
Our records indicate that the General Manager of your club has attempted to contact you in follow up to the additional comments you provided to the Better Business Bureau. Unfortunately, they were unable to reach you to discuss your concern.
At your earliest convenience, please respond by calling the phone number provided in their voicemails for assistance.
We look forward to speaking with you soon.
Sincerely,
24 Hour Fitness Corporate Office

Customer response
12/08/2021
Thank you. I did call the Manager at 24hr Fitness, ******************** in ******, **, and left a message for a call back, but I have not heard from them. I notice there is improvement in the showers, but one shower has been blocked for use for months, and another has the hot and cold reversed.
****** is under a mask mandate due to Covid-19, and there is a sign in the front and at the entry to the locker room. However, several times I have been there, the mask mandate is not enforced at all, and I have told the attendants that there were several people not wearing masks, and they ignored me. This is a serious matter, as there has been an increase in Covid cases and hospitalizations.

Thank you, *********************
Initial Complaint
10/25/2021
Complaint Type:
Customer Service Issues
Status:
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.
Canceled my membership when I inquired about a refund for services I cannot use due to the new hours that are being presented. I signed up for a gym to be 24 hours and am not getting that service provided. Called to inquire about a refund for services and was left on hold and no one will now answer the call.
Business response
10/26/2021
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 as we work through unprecedented challenges as a company and community.
Our records indicate that a 24 Hour Fitness representative has contacted you in follow up to the comments you provided to the Better Business Bureau, and they have addressed your concern.
We hope you and your family remain safe and healthy through these unique times and we wish you success with your future fitness goals.
Promoting Health and Fitness,
24 Hour Fitness Corporate Office
Initial Complaint
10/25/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date of transaction: 2/29/2020 Amount: $672.00 Business Committed to Provide: Personal Training Nature of Dispute: Refund for personal training Business has tried to resolve the problem: No, not in a fair, collaborative or reasonable manner. Account #/Member # *******
Business response
11/09/2021
Dear LeChe,
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 we work through unprecedented challenges as a company and community.
Our records indicate that a 24 Hour Fitness representative has contacted you in follow up to the comments you provided to the Better Business Bureau, and they have resolved your concern.
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
Customer response
11/09/2021

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 follow up to ensure the business to performs this action and, if it does, will consider this complaint resolved.

Regards,

*********************
Initial Complaint
10/22/2021
Complaint Type:
Billing Issues
Status:
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.
I cancelled my membership with this company 2 and a half months ago. 10 days before my renewal date on my membership. They have continued to charge my account even after calling and going to 24 hour fitness in person.
Business response
11/09/2021
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 as we work through unprecedented challenges as a company and community.
Our records indicate that a 24 Hour Fitness representative has contacted you in follow up to the comments you provided to the Better Business Bureau, and they have addressed your concern.
We hope you and your family remain safe and healthy through these unique times and we wish you continued success with your future fitness goals.
Promoting Health and Fitness,
24 Hour Fitness Corporate Office

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Complaintsfor24 Hour Fitness USA Inc

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