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

  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

• 

  24 Hour Fitness

  11100 N Central Expy Dallas, TX 75243

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:02/04/2025

  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.

  In December 2024, I attempted to visit the gym and was surprised when I was informed that my membership had expired. I attempted to speak to the manager who advised me that he could not assist and so I went to my local gym and attempted to speak to the manager there. This manager outreached to corporate with no success and suggested that I continue to do the same, indicating that I would receive a response within two weeks. I have since called numerous times and I have been hung up and so I have sent emails on 1/03/2025, 1/05/2024, 1/16/2025, 1/21/2025, and 1/24/2025 and only just heard back today, nearly two months after the issue was brought to my attention. It appears that when I was a victim of fraud and had to close and reopen a credit card account, my payment information was never updated, however, I was never told that there was an issue with my payment. I have been a member of your gym for over 22 years and am appalled by the way that I have been treated. Please value me as a customer as you claim and reinstate my membership. I do not want to purchase a membership at the current rate and instead want my patronage and loyalty of 22 years to be honored.

  Business Response

  Date: 02/10/2025

  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 email, we appreciate the opportunity to serve you.  According to our records, your membership was cancelled on 06/22/2024 due to lack of payment.  A cancellation confirmation was emailed to you on 06/22/2024 to inform you of the cancellation.  We are unable to reinstate your membership. 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.

  Yours in Fitness,
  24 Hour Fitness Corporate Office

   

   

   

  In December 2024, I attempted to visit the gym and was surprised when I was informed that my membership had expired. I attempted to speak to the manager who advised me that he could not assist and so I went to my local gym and attempted to speak to the manager there. This manager outreached to corporate with no success and suggested that I continue to do the same, indicating that I would receive a response within two weeks. I have since called numerous times and I have been hung up and so I have sent emails on 1/03/2025, 1/05/2024, 1/16/2025, 1/21/2025, and 1/24/2025 and only just heard back today, nearly two months after the issue was brought to my attention. It appears that when I was a victim of fraud and had to close and reopen a credit card account, my payment information was never updated, however, I was never told that there was an issue with my payment. I have been a member of your gym for over 22 years and am appalled by the way that I have been treated. Please value me as a customer as you claim and reinstate my membership. I do not want to purchase a membership at the current rate and instead want my patronage and loyalty of 22 years to be honored.

  Customer Answer

  Date: 02/11/2025

  As previously mentioned, I was never notified that my membership was going to be canceled. I would have happily provided an updated form of payment. I am also more than willing to bring my account up to compliance if reinstated. 
  

  I am aware that I can purchase a new membership, but again, the rates for membership that I am being offered are significantly more expensive and less comprehensive than the plan that I previously had - again, a plan I purchased 22 years ago!
  

  Furthermore, nothing has been said or done to address the fact that I have been advocating and requesting assistance for over two months and have been completely ignored, only receiving a response after notifying the BBB. 

  I am requesting escalation to upper management and a call from a corporate supervisor. 
  

  I believe that my membership can be reinstated and that 24 Hour Fitness is engaging in unfair and unethical business practices.

  Business Response

  Date: 02/17/2025

  Hello ***** *******, 

  The cancellation email was sent on 06/22/2024.  We have emailed the cancellation confirmation to you again for your review.  Unfortunately, if members do not submit a request to have their memberships reinstated from cancel within a 90-day period we are not able to reinstate the membership agreement contract.

  Yours in Fitness,
  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:02/02/2025

  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.

  Early morning Sunday February 2nd. Front desk employee found a little too much joy in humiliating me for closing my eyes for 8 minutes after burning myself out taking advantage of all of the amenities the gym has to offer. I spoke to him before and told him there is nothing I can do about it. I am 2 days into my free trial and unfortunately this clown is too over the top. I am not going to forgive the fact that I was embarrassed with him and his 2 uncompassionate security guards, or that he said "nobody's sleeping here tonight" "we have action" etc. "I should buy an air horn" asks other customers should he do that? Just extremely goofy and unprofessional because I would beat a person who startled me with an air horn. 100%. If I do it again he'll have to cancel membership yea no thanks.I have a medical condition and take those breaks to allow my heart rate to come down and for my muscles to unlock. I think I'll pass on the 24 hour fitness membership. I don't expect him to run a homeless mission but **** at least make sure people are okay first and don't need medical before you do your whole act. Because we're wrong if we cause a scene. Put your cell phone down while you're at work this is not ******** or ******* clearly ***** is not built for that. ****** was his name he said and I believe he spelled out arrogantly when I asked after the air horn talk. **. Imagine juicing up your performance for a woman to hear you over the phone get off waking a man up and running your mouth. Thank you for the trial and the beautiful location but I will never pay for this guy's presence. Everyone else was very warm and encouraging. That's actually a threat with the air horn talk but nothing will come of it nor should it but that's a crime. Disturbing someone's peace and potentially damaging their ear drums not to mention any kind of cardiac issues or trauma they deal with. I actually will continue my membership and just steer clear of this location. Thank you for your *********

  Business Response

  Date: 02/05/2025

  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 have forwarded the complaint to the General Manager and District Manager of the club.  They will speak to the team member mentioned in the complaint as requested.  We have asked that a management team member reach out to you after speaking with the team member to discuss the issue with you and resolve.  

  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 Answer

  Date: 02/08/2025

  
  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:01/31/2025

  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.

  On 8/25/24, I paid annual membership due of $239.88. I cancelled my membership on 8/29/24. ***** ******, manager process the cancellation and informed me that my credit card will be credited. The effective date to renew my membership was 9/5/24. I received a letter from 24 Hour Fitness regarding the upcoming renewal, and it clearly stated that if I wanted to cancel my membership, I can visit my local club. I cancelled at my local club on 8/29/24.On 10/15/24, I visited my local club and advised ***** ****** that my credit card was never credited. ***** ****** said he did not have the authority to credit my account and advised me to file a dispute with my credit card company. I filed the dispute and 24 Hour Fitness response was that I can cancel at my local club.On 12/06/24, I visited the club and spoke to ***** ****** about the response I received from 24 Hour Fitness after filing the dispute. I asked him for a refund or reinstate my membership for 1 year. He promised to request reinstatement of my membership and asked me to call him on 12/09/24 for update.I called consistently from 12/09/24 through 01/13/25, and was unable to speak to anyone. Finally on 01/14/25, ***** ****** answered my call and seemed surprised that he did not get a response regarding reinstatement of my membership. ***** ****** promised to investigate and get back to me as soon as possible. I have not heard from ***** ****** or anyone from 24 Hour Fitness. On 12/11/24, I emailed ***** ****** at *********************** reiterating my case as explained above. On 01/20/25, I forwarded the original email to **************************************** To date, I have not received any communication from 24 Hour Fitness.

  Business Response

  Date: 02/07/2025

  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.

  A refund of $239.88 has been processed back to the card on file.  A refund confirmation has been emailed to you.

  Thank you, 

  Yours in Fitness,
  24 Hour Fitness Corporate Office

   

  Customer Answer

  Date: 02/07/2025

  
  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:01/31/2025

  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.

  This is a harassment issue I don't feel comfortable with this certain employee and it's not the 1st time I've been bothered by the staff at this gym.

  Business Response

  Date: 02/05/2025

  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.

  Notes on the membership indicate that a 24Hour Fitness Corporate team member has reached out to you regarding the complaint.  Notes also state that you have been in touch with the General Manager at the club.  The complaint has been forwarded to the upper management team at the club as well.  The General Manager will work with upper management of the club to resolve the issue.

  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:01/30/2025

  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 ******* exercise room does not have air conditioning or fans. Over the summer of 2024, people exercising in 24-hour Fitness Classes almost passed out. The emergency door in the back of the room had to be opened, and it was still very hot. This is a health danger and unconscionable on the part of 24-hour Fitness.The other 24-Hour Fitness locations exercise classrooms I have visited have air conditioning or fans mounted on the ceiling or the wall. In those classes, the air conditioning or fans are used year-round. Bayfair 24-Hour Fitness should be no different. In the Bayfair 24-Hour Fitness exercise room, at least 2 powerful fans should be mounted to the wall or ceiling, or an air conditioning system should be installed as soon as possible.

  Business Response

  Date: 02/11/2025

  Hello Barisha *******,

  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 notes on the membership indicate that a BBB complaint was submitted in August ********************************* the ** classrooms. The General Manager also notated on 09/05/2024 that he reached out to the member to advise the repairs were completed. The member was supposed to come in and look at the repairs. She hasn't checked in since. 8/23. 

  Thank you for bringing this to our attention, we will forward the information to the management team of the club.  

  The membership was cancelled at the **************** in *********** California with club access through 02/17/2025.  

  Yours in Fitness,
  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:01/30/2025

  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.

  Hello, this is Joochan Jun and I go to the ****************************, 24-hour fitness, and I have asked in person 3 different times and written an email after calling 3 different occasions for my money that they accidentally took. I got a gold membership in 2023 or 2024 for a year and it ended and was automatically renewed without my knowing on November 6th. I wanted to cancel and get a refund because I am a college student, so I no longer need to go to this gym and live extremely far now. I tried to cancel the $233.69 gold membership, and they said no because I didn't contact them in the 3-day cancellation period that they apparently had. Which I came to terms with and was trying to be understanding. However, around a month later on December 10th, I was charged again the same $233.69. I have asked about this to my gym managers and workers, which they said they would talk to their GM but it did not seem like they would. They said they would get back to me and it has been months now and I have received no contact or compensation. Although a full $467.38 refund might be out of reach, I would really appreciate receiving my $233.69 I wrongfully lost.

  Business Response

  Date: 02/05/2025

  Hello Joochan Jun,

  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 National:Yearly Auto-Renewal membership contract entered into on 11/05/2023 is an automatic renewal membership as stated in the name of the membership.  National:Yearly Auto-Renewal memberships renew automatically each year on the anniversary date of the membership.  The funds weren't taken accidentally, but as scheduled as part of the terms and conditions of the agreement that was emailed to you on 11/05/2023.  We emailed a renewal notice to the email address on file ************************** on 10/06/2024, 30 days prior to the renewal date. The Auto-Renewal memberships have to be cancelled prior to the anniversary date to avoid the automatic billing. The multiple charge on the membership is a result of the disputes submitted to the financial institution.  The funds were returned to us after providing the financial institution the signed Authorization For Payment in the contract agreement.   As a customer service gesture, we have refunded $233.69 back to the Master Card ending in 7836. A refund confirmation has been emailed to you. 

  Yours in Fitness,
  24 Hour Fitness Corporate Office
  

• Initial Complaint

  Date:01/25/2025

  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 bought a 7 day workout pass membership and the gym closed after 3 days, no response from the gym when i went there as all the lights were off with just a sign on the door saying closed. No answer on the phone when I called every day for the 5 days. NO response to emails i sent them as well.Complaint description Briefly state what you would consider a reasonable resolution from the company refund

  Business Response

  Date: 01/31/2025

  Hello ******* Birmingham,

  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 club had a fire in the club which is the reason for the temporary closures.  The agreement speaks to Temporary Closures: 4(c). Temporary Closures: 24 Hour regularly closes its facilities, or portions of its facilities, on a temporary basis for maintenance, selected holidays, and other hours based on municipal requirements or other business reasons and such temporary closures will have no effect on this Agreement so long as such temporary closures are reasonable. If your Club of Enrollment is forced to close for 30 days or less by events or occurrences beyond 24 Hour's control, such as, by way of example, natural disasters, riots or unrest, or action by any lawful authority (Unforeseen Events), you will not be entitled to a refund, dues credit or to terminate your membership.

   As a onetime customer service gesture, we have refunded the charge for the limited term agreement. 

  Thank you, 

  24Hour Fitness 

  Customer Answer

  Date: 02/01/2025

  
  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,
  
  ******* Birmingham
  
   
  

• Initial Complaint

  Date:01/24/2025

  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.

  I have been a member of the ******************************************************** since the 1990s since it opened there. I swim 5-6 days a week there.Suddenly in the beginning of January, 2025 my hair fell out. I asked the manager if there had been a change in the pool chemicals, especially chlorine which can damage hair. He said no. I asked him to investigate further. I also asked him if I could meet the pool man. He had been putting me off for almost 4 weeks, saying the pool guy wasnt there, his schedule changed, hed be in next week. Yesterday he told me I could meet with the pool man today - but he wasnt there and now he has put me off again until next week.Last week I went to my doctor to verify if it was my own medical issue and my bloodwork came back normal.I have spoken with other swimmers and they all complain about the excess chlorine, it affecting their hair and skin.Why do I keep getting put off? Why cant get an answer about the chemicals - if theyve changed, if a mistake was made. This is very irresponsible. Their neglect impacts many others besides myself.I included a photo of my head now and a photo from December 2024 when I had hair.

  Business Response

  Date: 01/31/2025

  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 have forwarded the complaint to our District Repair Maintenance Manager, along with the District Manager to look into and come back to us with a resolution to the problem.  We have asked that a Management Team member reach out to you as well.  Thank you so much for bringing this to our attention. 

  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:01/21/2025

  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 noticed that my membership renewal price for 2025 has increased from $69 per year to $114. While I understand that price changes may occur due to inflation, I believe this should not impact my membership, as I am grandfathered in under the terms of my original contract signed in 2007. I was set to prepay for my membership, and I was charged without my prior knowledge or authorization. I spoke to multiple staff members to ensure the prepayment issue was resolved, as I did not want to be charged or agree to the new membership fee without first consulting corporate. They assured me the issue was fixed, yet this morning I noticed that I was charged $114 on my bank statement.When I questioned this, I was told that because I agreed to pay the $114 last year, my grandfathered contract no longer applies. However, this is irrelevant, as I have a legally binding contract in place that will have for life an annual membership of $69. The only reason I paid that amount last year was because I was threatened with the cancellation of my membership. I should not have been coerced into agreeing to a higher fee, and my original contract should still be honored.Additionally, my contract specifies that I should have access to all 24 Hour Fitness locations. However, when attempting to access a different location recently, I was informed that I am only allowed to use the *********** location. This is in direct violation of the terms outlined in my membership agreement.24 Hour Fitness was previously involved in a class action lawsuit regarding similar issues, which resulted in a settlement in favor of the members. I would like to report unprofessional behavior from **** *., the General Manager at the *********** location. He has a reputation for canceling memberships without warning when a member raises valid concerns or complaints. This behavior has caused significant frustration, I am concerned that my membership may be at risk if I continue to address these issues.

  Business Response

  Date: 01/28/2025

   

   

   

  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.

  24Hour Fitness agreements come with a RIGHT TO INCREASE DUES clause in section 3C of our agreements.  An email has been sent to you with the terms and conditions of the increase.  The membership contract agreement is an All-Club Sport:Annual Prepaid which gives access to the Sport level tier clubs and below.  The membership has some access to our Super Sport clubs but not all due to the class action law suit you referred to in the complaint.  A list of the Super Sport clubs you are able to use can be printed for you at your local club. The agreement has been ordered for your review.  When the agreement is received, we will email the agreement to ********************************. 

  Yours in Fitness,
  24 Hour Fitness Corporate Office

   

   

• Initial Complaint

  Date:01/21/2025

  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.

  My lock was cut with no notice and my belongings were donated.

  Business Response

  Date: 01/28/2025

  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 04/20/2022 a copy of the agreement for your National:Platinum Yearly Auto-Renewal membership contract agreement was emailed to you for your review.  Our locker policy is as follows: 

  LOCKERS: 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. If you leave a lock on a locker overnight, 24
  Hour will consider your property abandoned and have the right to donate your property to charity.

  Please let us know if you have any additional questions, 

  Yours in Fitness,
  24 Hour Fitness Corporate Office