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24 Hour Fitness USA
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1.8 288 Reviews

24 Hour Fitness USA Complaints Summary

61 Resolved
227 Unresolved
Our verdict: When using services from 24 Hour Fitness USA with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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24 Hour Fitness USA reviews & complaints 288

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M
12:05 am EDT

24 Hour Fitness USA 24 hour fitness cancel my monthly upgrade without letting me know

I've been a member for over 15 years. As a result of a class action lawsuit years ago, I was given the option to upgrade (for $10 additional a month) for all club level access at any locations. My payment was on autopay for years and had no issues up until recently. 24 Hour stopped my auto pay. First time this happened, I caught it and called and had it fixed. They even retro-charged me the few months of payments that they missed. It happened again recently and I didn't notice until a few months later. At which point, 24 Hour cancelled my upgrade, never notified me, and is not willing to fix this error, which was on their end. If my membership is not re-instated, I will take legal action.

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11:10 pm EDT

24 Hour Fitness USA membership fee

I called to cancel my membership one month in advance, I was still charged the membership fee for the cancelled month although I paid my first and last month together. When I called to inquire why I was charged, I was told that the person I spoke with did not record the cancellation and they have no proof of me calling in to cancel. They now cancelled my membership and would not give me a refund for the unauthorized charge.

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10:59 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

24 Hour Fitness USA front desk took 37 minutes to send me bandaid when I cut my finger and was bleeding.

On Friday July 19, 2019 I arrived to the FFC located in Grossmont center going to men, s locker room accidentally I cut my finger trying to get my locker out my gym bag the raiser cought my finger and bleeding was not going to stop so I kept pushing my finger against my swimsuit to stop bleeding then I walked to swimming area to use the courtesy phone and Lensy ( I am not sure about the spelling of her name) she said " I sent it Right away " And I told her reason I am calling is because my finger was bleeding and I just can't putting my clothes on I waited for 15 minutes then I called again Lensy answered I ask about the band aid again she repeated the same words that she said the first time I called then waited for almost 23 minutes and because it was Friday the locker wasn't busy so I saw a gentleman walked in and had to ask him to go back upstairs and bring me band aid so get out of there and appreantly he told and one of the front desk men brought me 2 bandaid I asked him why did it took them so long? His answer was he to go to storage to get it So here I am sitting in the lock room cold, angry for dumm people who run the place Spent 35 minutes for band aid runed my Friday night and very very disappointed about the manager who came to me very offensive who under the oath I am telling I thought he was going to hit me I don't know maybe just because I don't have the right color.After I comlaind to him He JUST looked at me and said have a good day I answered how could I have that? I joined the family fitness center in early 80s and encouraged my brother to join and my wife and all these years there have problems is just something always broken but Mike me more upset him then her because he is not responsible person so naturally the employees will follow suit. I demand an apology from the family fitness center along with some sort of compensation. My name is: Mr. Matthew Peter Jefferson . My phone number is : [protected]

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6:16 pm EDT

24 Hour Fitness USA membership

I am making this complaint due to the fact that I was charged an annual fee that I was not aware of. My bank notified me that charge made an overdraft to my account. If I would have known they charged an annual fee I wouldn't sign up that's ridiculous. I want to speak to someone who can actually help me. The manager james at cutler bay was rude. No help at all. He couldn't even look my mother in the eyes while speaking.

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3:47 pm EDT

24 Hour Fitness USA corporate customer service phone line

I called the customer service number because I need to suspend my membership due to a medical emergency. I cannot make it into the gym because I cannot walk and they instructed me to call the corporate number because they cannot medically suspend my membership over the phone. I waited on hold for over 30 minutes. This was not unexpected, as the automated message mentioned long wait times. Finally, a representative answered. They introduced themselves quickly and I did not catch their name. They asked me who they were speaking with. I replied with my first name. The service representative then said "okay" and immediately hung up the call. I understand that accidents happen, but I was not immediately called back by the representative. I'm now tasked with calling the service line a second time, having to wait in the who knows how long queue a second time, to try and get my need taken care of. I am absolutely livid with this waste of my time and complete lack of customer service.

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6:28 pm EDT

24 Hour Fitness USA membership

I locked in a fantastic monthly rate many years ago and had kept paying on it. Payments automatically were coming out of my account despite me not using 24 hour for personal reasons. I did not however want to cancel my membership because of how great my monthly membership was so I just kept paying on it in hopes that I wold be comfortable going back.

Well one year ago I changed bank accounts due to fraudulent activities. Going through and updating all of my accounts I overlooked 24 hour fitness. Today I started thinking about going back to using my membership and realized I had not noticed any payments go out. So I called a local gym and was notified that my account was cancelled as of Oct.

I realize this was due to non payment but why was I never contacted once. Not a letter, not a call, nothing! I verified this through the notes on my account. This tells me that for several years I paid on this account despite not using it only for them to cancel it at their leisure without giving me the courtesy of any kind of notice.

The frustrating thing about this is I recall them trying to get rid of my account in the past because my rates were so low. Which leads me to believe it's no surprise they just cancelled it without telling me. I'm honestly beyond disappointed seeing how poor their customer service was back then. Seems like it has not evolved much.

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6:31 pm EDT

24 Hour Fitness USA probable employee

Good Afternoon,

This not not really a complaint but more like a suggestion. I have had a bad experience with a trainer at LA Fitness who was training my husband and went beyond to have an intimate relationship with him at the facility. However she was displaced from her position and might be looking for a job at 24 Hour Fitness. I would not like for her unprofessionalism to affect the reputation of your facilities. Her name is Jessica Wusttron Lopez and resides in Hollywood, Fl. This is a delicate yet embarrassing matter that has caused grief to my family. What you do with this information is up to you.

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7:22 am EDT

24 Hour Fitness USA leg extension machine, other resistant machines, crooked olympic bars

Lack of maintenance on resistant machines. Months have gone by and machines are not kept up. Cable machines unstable and unbalanced resistance as you use them. The olympic bars are crooked causing them to rotate towards or away from you when lifting. Mirrors are not whipped down. Very foggy and sweaty from build up. We are charged maintenance fees to supposedly maintain the gym. It does not show at all. Dumbells are scattered around the gym and not organized back on the rack. Gym has gone down hill the last 2 years.

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5:09 pm EDT

24 Hour Fitness USA loud music and filthy place with non-working trade mills and its audio.

This place is worst than a zoo. The music is played so loud that after one hour of workout, you will get a headache. The lame excuses the staff and manager said that it is the pre-setting volume guided by the head quarter.

The trade-mills are broken and never fixed. Paper towels are not re-filled promptly. The audio plug in on trade mill will blast your mind since the TV tuner never works.

The club is stealing member's money each and every day and not providing services that they had advertised.

The restrooms are dirty and the place smells. I have been going to two 24 hours fitness facilities in San Jose and they are not 24 hours. It is a shame and this company is getting away with such a poor service. We as a consumers are locked in for a 2 years contract. I want to find a way to get full refund and cancel the membership. Thank you, Munir [protected].

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9:38 pm EDT

24 Hour Fitness USA disrespectful actions of manager in little elm tx

The other day I was told my membership expired 2 weeks after it actually expired. I asked why they didn't warn me prior to it expiring. They didn't have an answer but told me I could finish my workout. I use Costo to get my membership and wasnt able to get up there during the week because of work. Saturday I went up there asking if I could workout and I was going to costo after. I would have went beore but It was 9:30 and Costo didn't open till 10. The gentleman went and got the manager Marcus. I explained to him my situation and he would not allow me because he said if it was 2 or 3 days he would but its been since may 9th. I explained to him they just told me the 2 days ago and asked why they never told me before. He said 24 hour isn't responsible for telling me this and it was costo's responsiblity. This made no since to me because its 24 hour membership regarless not to mention Costo only knows when I purchased it. They don't know when I sign up. I asked him nicely hoping he would be understanding and use good discretion, but he was treating me as if I was trying to get a free workout in with no intention of coming back. My workout partner asked if I could go as a guest and Marcus told him no. He Marcus had something against me. I've never done one thing to him. I don't even know him. I don't understand why someone could be this rude especially to a paying customer for 11 years. My workout partner had to go to another gym which was ridiculous.
Today a friend told me I could go to Costco online and print a voucher out, which is what I did. There was never an issue with me renewing my membership. Please contact me for any questions.

Sincerely,

Chris Malloy

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1:50 pm EDT

24 Hour Fitness USA admission to facility

I have been a member of 24hr Fitness since it opened and before that I was a member of Family Fitness which they purchased. Each time I go into 24 HR. Fitness and put in my phone number the machine say "see receptionist". This has been going on for YEARS. A number of times over the years, they employee will get my information sign me in and they say the problem will be fixed. But, it is never fixed.
Once again, this problem has been going on for YEARS!. Now, the employees, just have me go in and work out. This morning there is a new employee and she gives me the same old story. I became upset and told her this is the same problem that has been going on for years. I told her the company needs to fix the problem and stop bothering me. As I was walking away i told her my last name.
Then a trainer comes up gives me a hassle. When I finished working out I went up to him and said, I will give them the info one more time, but I wanted a written statement from him that if "see receptionist " comes up again, they will not harass
me and will let me go in to work out. He said he could not do this. I will say I got upset this morning because I am sick of dealing with the same problem over and over again, year after year.
I don't have a lot of time to work out so I want to get in and out. I have a husband with Parkinson's and I am his caretaker, which means I do everything for him. Because of this I can only be gone for short periods of time and don't need the hassle at the front desk each time I arrive. If you could be of assistance and clear up this problem I would greatly appreciate it. Mary Hopple

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9:33 pm EDT

24 Hour Fitness USA automatic sign up contract without knowledge

On 4/27/2019 we attended a festival in Upland the 24 hour fitness booth was there. They had us go in and explain to us that they were having a special for the lemon festival they informed us that for $10 each person we could try out their new facility in Upland until May 26 with absolutely no contracts as we made sure to ask at least three times no contracts. We even paid those $20 for both of us in cash to ensure that our credit card was not used and that we weren't obligated to sign any contract. They said they needed to keep our card on record in case we decided to sign up if we liked it after May With no initiation fee as that was also part of the lemon festival, We left thinking that it was going to be pretty awesome to try out the gym the sales representative Khalid Williams caught up to us a few minutes later stating he had forgotten to get us to sign A paper even though it was not a contract he said since we were at the lemon festival we signed it so we could be able to just enjoy the rest of our day there as that had been our plan .My boyfriend decides three days later to go to the gym to try it out and was told that he was now in rolled in a 12 month contract immediately he inform the representative that we had not signed up for any contract we called the one 800 customer service number and they said we needed to get a hold of first of the facility manager and if nothing was done we needed to contact the district manager everyone seems to be giving us the runaround and nothing is getting solved

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1:52 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

24 Hour Fitness USA lakewood wa club

We have had two new managers within these last few weeks. Christy who was promoted, told me as a client that she was firing all the old crew and hiring all of her friends. She did just that on her last day a girl named Genesis whom everybody loved and had a high new client rate was fired just for spite.
Now we have some guy who vapes outside the door when you are coming to work out. Yes he is the replacing manager!

Can someone please look into this. It's all the talk of the club and doesn't reflect well!

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4:35 pm EDT

24 Hour Fitness USA customer service/ crappy web support

I uave tried for two (2) months to get my password reset for my account with absolutely no help from you. Each time I call, if i'm lucky, someone answers that has no clue what to do. Your web site password reset sucks! I never get a reset back from your system. You ought to get your money back from whoever set the website up... Horrible.

Member: [protected]

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9:53 pm EST

24 Hour Fitness USA not being able to cancel membership

I had to move to a different country for work and expected to be long haul. Haven't been able to cancel my membership with 24 hour fitness.

Have had a lot of calls and keep getting promises of cancellation and now after over 2 weeks of wait time I am have lost hope and starting to feel like they want to rip me off every month.

Huge mistake joining 24 hour fitness.

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10:27 am EST

24 Hour Fitness USA unauthorized credit card charges

I joined 24hr fitness on 9/17 and my one yr membership was supposed to end on 9/18. Called them when it was close and they told me that the last payment would automatically stop on the expiration date. It is now 2/19 and they are still automatically withdrawing money from my bank account 6 months and $175 later. I did some research and found that they had a class action lawsuit against them in 2007 for this very reason. It seams like they have not learned and will continue to do this to there clients. I have called them several times with this issue with no resolve. Either take it to court, get a lawyer, write BBB, file complaint, write bad review, call your bank to stop it, etc... I don't know how to stop big business that just don't care. I will be calling them again and again to get my refund. I hope everyone else is still not getting robbed.
Andre Burns
[protected]
[protected]@gmail.com

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1:49 am EST

24 Hour Fitness USA discrimination

This branch is in violation of EEOC guidelines they consistently hire Hispanic individuals at their front desk and their lower level manager is in violation of boundaries with customers involving aggressive behavior disclosing incorrect rules for membership. Her name is Olivia.
They hire Hispanics they leave the job and the replacement is always another Hispanic.
The place is extremely dirty.
The front desk staff discriminates individuals who are not Hispanic

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8:33 pm EST

24 Hour Fitness USA Disrespectful staff with/ discrimination

I visited the Moreno Valley location when i was emotionally attached and embarrassed by sales representative Collins was the name offered to me.im a new member as of this year. I've been to several facilities all to my delight.Never could i had imagined at this stage of my life would these blatant stereotypes be at the forefront of my pain.sales rep collins confronted me about signing in when it was clear that Id done so already.id approached the door after about an hour into my routine when i noticed my associate was entering.seeing as how I had at least an hour left i went to explain wait here and I'll take you to the sign up desk.upon returning collins demand i sign in. I explain I'd already done so when he insisted like I were lying.Insulted, I reenterated im to sign in once upon entering the facility and only if i step out must i sign in again.With a condescending third demand I then believed this man may attack me physically if I don't comply. I believe this employee was attempting prove to the other patrons and staff that he was a brave man who at the risk of embarrassment or fear to the subject, will stop at nothing to push his weight around.Need less to say I was unable to complete my work out and I will NEVER return to the Moreno Valley 24 Hour Fitness.

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3:55 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

24 Hour Fitness USA hard sales tactics

I recently moved to Sacramento, CA. I workout regularly. I researched gyms in the area to join based on Bodypump workout. My girlfriend already lives in Sacramento and we will be joining a gym together so we can workout together.

We went to the downtown facility close to where she lives to look around. The girl that greeted us was very high pressure sales, but I understand that is her job so we let her run through "the questions" which we answered: What type of services are you looking for, do you workout now, what do you think of the club, when do you expect to join...all similar to the questions a person would get with a time-share sales pitch. When me or my girlfriend asked questions, the salesperson was not able to answer questions such as what kind of yoga do you have, what kind of dance, and details about the actual classes. She said she was going to give us a 3-day pass which was later emailed to us. She never told us we had to use them consecutively, and it starts now. This we found out on our next trip to the facility in Folsom which is closer to my house.

When we walked into the Folsom facility, we were greeted as in the downtown facility. We were asked to sign in to the kiosks, we were told our passes expired. We never used them, we were not told they started right when she issued them and expired in 3 days from that second, and we were not told they needed to be used consecutively. After she shamed us and told us they we could not use them, she said we could go ahead and take the class since we were already there for it. Gee thanks! Letting me take a class so I could pay $550/year to join. Thank you for the favor. I agreed since we were there, we intended to join, not because of the salesperson, but because we were going to join a gym that offered Bodypump, yoga, etc. She started immediately with the hard sales tactics, etc. But again we let her do her job. It is an incredible turn off I have to say and I believe it does deter people from visiting a gym to look around.

We asked for the tour, and were asked the same questions over and over again...what services do you want etc. we answered the questions again and again, almost like she never listened to our answers because it is not what she wanted to hear. We had to surrender our licenses so that we would have to go talk to her when we were done for more hard sales pitches.

The class did not start for another hour, so we went to the cafe two doors down. We returned 10 minutes prior to the class starting so we could set up for the class. As soon as we walked in, we were told to sign in to the kiosk, although the first time we signed in it stated the passes had expired. We signed in, and again the kiosk said the passes had expired. Then the general manager, Chris, started in on us with the same thing we were told by the first salesgirl. The passes had expired, but we are allowed to take the class. Then he asked when are we going to join. I was done, I said enough of the hard sales techniques. He said, "I sense some hostility." That statement is patronizing. I was stating that I was done with the sales talk, I just wanted to check out the facility, take a class to see if it meets MY standards. I am the customer. I did not feel like that. We did not feel like that. We felt we were looked down upon, as if we were trying to steal a class. Chris then stated you do not even live here, you are from out of town. I said that is not true, now I have to defend myself? He said that is what the notes say. He said that the kiosk said the passes expired and was just trying to help. That was a lie, because how did he get a chance to look at the "notes" on us in the computer that stated we were from out of town, and who wrote that? And we have notes? The licenses state California. He said that some people come from out of town and try to workout for free. How is that my problem, and why should it affect me and my experience, and my needs to freely visit a gym to see if it meets my requirements? I am the one doing the interview here, yet I felt as if I was being judged, and shamed.

After my experiences with 24-hour Fitness, I can say it does not meet MY standards. We will not be joining 24-hour fitness. Funny thing is we were going to join on our own UNTIL we had this experience, I doubt we are only ones.

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3:26 pm EST

24 Hour Fitness USA membership

I paid a year up front for my membership so I don't have to deal with paying month to month. In July, I added my husband to my account so he come workout with me. My husband doesn't ever go to the gym so we agreed it would be okay for me to cancel his membership. I went in to do that in October. I asked to speak to a manager so I could cancel my husbands membership. I can't recall the mans name but he didn't cancel my husbands membership like he told me did. Fast forward three months later and I'm still getting charged for my husbands membership. That's 120$ out of my account that shouldn't have been taken out. I went in today to again talk with a manager and have them actually cancel it. The lady seemed irritated to be helping me. I told her what had happened and she didn't apologize for the issue or reimburse me for their mistake. Instead she informed me that the guy manager didn't cancel my husbands membership, instead he took my husband off of my account and put him on his own. She confirmed that she canceled his membership. 2:00 o clock rolls around this afternoon and I check my email to see that the girl didn't only cancel my husbands membership but she canceled my membership as well!I called as soon as I saw that and informed the man over the phone that MY account had been canceled when I specifically asked TWO DIFFERENT TIME TO CANCEL MY HUSBANDS MEMBERSHIP. Why in the world would I cancel my membership when I I paid it all up front and have nothing left to pay. Im in disbelief how poorly this was handled. It's unfortunate 24 hour fitness treats their members this poorly. I will not be renewing my membership when it is up.

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