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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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6:15 pm EDT
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24 Hour Fitness USA The temperature in the club

The club AC is set above 76. Today in March with the temp outside in the high 50-60s the club is 76+ degrees inside with half of the club not having fans. The club managers say they can't do anything and blame the executives. I have emailed the executives and they said the managers would address it. That was last summer. Now we are at 76+ in March what will July and August bring temps in the 80s. You look around at everyone working out and they are in disbelief.

Desired outcome: Lower the temp to a reasonable temp 70-72

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10:58 am EST
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24 Hour Fitness USA Christie, Manage at Lakewood Colorado

I have sent 25 emails and 4 phone calls and stopped by 5 times.

No one at Corp or local can get me my contract since OCT 23

The place is a disaster, dirty bathrooms, sauna broken hot tub closed for months Homeless coming in to use showers.

She then kicked me out after years of being a long-time member.

A person was killed in front of this gym as they had no signs or walk path in the front of the building.

I have called Corp with no response, I'm just very unhappy as to how you run your business in all cleaning, and safety regulations.

My emails are available at the email for the location.

Clearly this locations is a disaster, I will try and get others to confirm.

Your standard letter does not address ANY issues.

Desired outcome: I believe Christie was left or lost her job; I want to be able to use my lifetime membership as promised.

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5:10 pm EST
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24 Hour Fitness USA Employee cut my locker by mistake and items are missing from my belongings

Spoke with employee David at 24hr Fitness on Brookhurst in California, who admitted to cutting my locker by mistake. He had his manager's permission to cut the lock on my locker without my permission because a young member stated he left his ipod in the locker. I am missing many items from my my belongings. Four speedo shorts for swimming, 24hr fitness towels (I bought years ago), a pair of long flippers for swimming and its bag as well as the sports buoy (clip between my legs). I am requesting replacement/reimbursement of those items missing from my belongings.

Claimed loss: 4 speedo short4 24hr fitness towels I purchased years agoA pair of long swimming flippersSport buoy I clip between my legs to swim

Desired outcome: To get reimbursement for my lost items so I can replace my lost items

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Is 24 Hour Fitness USA legit?

Our verdict: Complaints Board's thorough examination reveals 24 Hour Fitness USA as a legitimate entity with notable strengths. Despite a 21% resolution rate on customer complaints, which invites a closer look, 24 Hour Fitness USA stands out for its commitment to quality and security. Clients considering 24 Hour Fitness USA should delve into its customer service record to gauge compatibility with their expectations.

24 Hour Fitness USA earns 94% level of Trustworthiness

Perfect Trust Endorsement: 24 Hour Fitness USA achives 94% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for 24 Hour Fitness USA. The company provides a physical address, 3 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

24hourfitness.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

We looked up 24 Hour Fitness USA and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with 24 Hour Fitness USA's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 21% of 0 complaints were resolved.
  • There was some difficulty in evaluating or examining the information or data present on the 24hourfitness.com. This could be due to technical issues, limited access, or website may be temporarily down for maintenance or experiencing technical difficulties.
  • 24 Hour Fitness USA protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • We conducted a search on social media and found several negative reviews related to 24 Hour Fitness USA. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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11:04 am EST
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24 Hour Fitness USA membership canceled and they still charge me

In October I switch to my Medicare senior advantage and put my membership on that. to do that I had to cancel my membership that was in my nick name and go to my legal name for it. Now they cant find my old membership but it is still charging my credit card. The phone numbers they give to contact them all say they offices are closed I have tried 4 times throughout the day to reach them. I called my local gym and they can not find my old membership. I have started a dispute with my card company on this.

Claimed loss: 359.99

Desired outcome: refund and make sure it does not happen again

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2:47 pm EST

24 Hour Fitness USA About an altercation that took place at the Woodland Hill, CA Location

To whom this may concern,

Even though I'm not homosexual, I have few homosexual friends. At the Woodland Hill Club location, I saw one of my homosexual friends at the club and hugged him. I hadn't seen him in forever so I was happy to see him.

After he left I went to the pool area, and a club member out of nowhere started calling me a [censored]. Thank god two 24-hour fitness employees were there and witnessed the entire situation. That club member started to approach me in a threatening way and I took a defensive posture.

However, the 24-hour fitness employees prevented the fight from happening.

Regards,

Marlo Barge

310.463.1035

Member ID MBR10970083

Desired outcome: Please refund my entire account. I would like to cancel my membership forever. I don't want to be a member of a club that allows discrimination of any type.

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6:02 am EST
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24 Hour Fitness USA - Harassment and exploitation

I am a member at 24 hour fitness for years on and off at the location in Valley Stream New York. A male staff came into the females locker room while I was in a fetal position. Neal down sitting on the bench in which I could of been undress. Male staff should of never be in the females locker room in the first place. He was warned about this behavior in the...

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9:53 pm EST

24 Hour Fitness USA Fraudulent charges

A member who is not “my add on” nor in anyway are our accounts connected is able to charge my credit card for their membership. I talked to the front desk and they basically said that the member must have brought in a physical copy of my credit card and added it to their account. This is impossible as I am the only person with my physical credit card. They insist that this is not on their end and since our accounts are not connected, they are basically saying this member stole my credit card information. No one will help.

Claimed loss: November 1st, 2023 $18.99November 1st, 2023 $18.99November 1st, 2023 $49.99

Desired outcome: Total loss: $87.97

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12:58 am EDT
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24 Hour Fitness USA Filthy and not cleanliness

Please view the photos. Need I say anymore? BLACK MOLDS EVERYWHERE! Should I call in the regulatory agency to check out the shower rooms? Needs help to clean up these hazardous showers NOW! They tell me they dont have a lady to clean the Lady's rooms. This is the result of having its members subjected to unhealthy conditions every time we come in to take a shower. Just drive few miles up the road to Santa Monica 24hr Fitness and look at their showers. Completely spotless!

Desired outcome: NEED SOME BIG TIME THOROUGH CLEANING

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2:49 pm EDT
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24 Hour Fitness USA Very dirty mens bathrooms all the time.

Hello 24, Hour fitness

I have been a member of your gym for almost 23 years now and the gym that I come to now in Portland, Oregon 9730 at 1541 NE 181st Ave

Has the worst bathrooms I have seen in your gyms. I live less than three minutes away from this gym but I will travel to Vancouver Washington to your 24 hour fitness on fourth plain Boulevard just to not have to go into the gym on 181st Ave. because of the bathrooms, I know it may been challenging to get good help. but to me it seems like this particular gym that clean bathrooms are not a priority and trust me. I have always liked your gyms . Just a concerned customer and I mean every time I come into your gym at this location. The men’s restrooms are not clean, I hope you Guys would be able to do something about this this last picture with the sign on the stall has been there for a week and that’s the main stall that is always filthy and now it’s just locked.

But on a Positive note the Main parts of the Gym are clean.

Desired outcome: Just to be able to come to this particular 24 hr. Fitness and bathrooms are clean, and I'm mostly talking about the Men Bathrooms and mostly the stalls

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12:43 am EDT
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24 Hour Fitness USA Renewing my gym membership without my consent.

I want to file a complaint to 24-hour fitness customer service as they fail to resolve any of my issues. I reached out to their phone center, only to be redirected to 24hr at where I go, which is the one in Aborn Rd, 95122. I called them multiple times and no one picked up during working hours.

I went ahead and sent an email on September 25, only to get an automatic reply and never a response. I sent them another email on Oct 5th and still no answer.

When I go to the front desk, they redirect me back to the customer service number. What the fk?

The issue: They renewed my yearly membership without my consent. I have not been to the gym for over 8 months, so it makes no sense that I would want to renew. I was not emailed another relating to renewals so this was a dirty trick done by you guys. Completely unacceptable. I want a refund asap.

My name is Nghi Nguyen. My email is nguyen.[protected]@gmail.com. I am based in San Jose, CA and I go to the one on Aborn Rd.

Desired outcome: Refund.

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9:34 am EDT
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24 Hour Fitness USA Services at Ventura 93003 facilities

I have contacted the staff at the Ventura location regarding renewal of my membership with the email offer from 24hr fitness She have no knowledge how to extend my yearly subscription after trying without success She took my info and the offer from the email I received and said manager will be taking care of the matter and call me, The next day she called me to let me know that the forwarded it to the manager and he will call me, Two weeks have passed and no calls from the manager or staff My membership is expired on October/18/23 This is just to let you know that your staff at Ventura ca, location are not trained for maintaining existing members and letting there membership expired. Thank you Hope to see improvement

Desired outcome: Staff with more knowledge Manager that cares about every member/or losing a member And fallow up with members requests

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6:13 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

24 Hour Fitness USA Not issuing annual invoice for my lifetime membership, disconnect my call, did not reaply my eamil, my membership info dissappeared on current website

I am a lifetime mebership member and have been paying my annual fees religiously. This year I have not received an invoice. When I logged in online I see past payments up until last year. But no record of new invoice, that usaully issued on August or September each year.

I can't my contract information online neither.

My account number is: EV13815

Earlier this week September 15, 2023 to September 19, 2023, when I called, the prompt asked me to enter my account number or phone sign in number. I did both. The prompt said it has no record and disconnected my call.

I sent an email to customer service on 24HR's website on the 19th, I recevied no reply.

Desired outcome: Enter my contract information online, send me an invoice so I can pay and continue my lifetime membership. I hope they have not cancelled my membership illegally.

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Resolved

I sent the email on 24 hr's website again. This time I chose a different location. Surprisingly I got a new email quickly from California San Francsico. Mr Francsico Lopez was professional and helpful. Withim hours he resolved the problem and reinstated my memebership. I went online and paid for my annual fee. I can get back to the gum now!

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1:17 pm EDT

24 Hour Fitness USA 24 hour fitness in Glendora and every one I visit...

I have been going to 24 hour fitness for almost 10 years and within the past 5 years it has become to disgusting. I don't even know how people don't complain more often. Your showers are always broken and they disgusting beyond reasoning. You should be ashamed of yourself after you bought the company and broke your contracts you just went down hill. Your saunas are beyond disgusting. Your workers are lazy and understaffed most likely. And your managers are literally never there. Never! It makes me so [censored]ing angry how negligent you guys are with your [censored]ty company and I hope to join another class action in the future.

Desired outcome: Clean your [censored]ing gyms and redo the [censored]ing locker rooms and the [censored]ing tile and re do your showers and your [censored]ing disgusting [censored] saunas and pressure wash ur [censored]ing tile and regrout it.

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6:12 pm EDT
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24 Hour Fitness USA Rude staff

On Monday 7/31/2023 at 12:15pm, one of the employees named Kalvin at Newpark Mall club threatened to call the cops on minors, my son and his friends. There was a problem and my son tried to explain to Kalvin, but he accused him of aggressive behavior when he was just arguing. They suspended my account for this reason without talking to me about it. When I went to the club to figure out what was going on, Kalvin didn't want to talk to us so instead his manager came. He had a conversation with his manager and his behavior was supported by his general manager Hillary without listening to the opposite side. I wanted him to explain what happened but he pretended to be busy and didn't want to talk to us.

Desired outcome: I would like to talk and get response for this matter.

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5:37 pm EDT
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24 Hour Fitness USA Harassment against and underage child

I want to report harassment by several staff members at this club. On July 31 between the hours of 11:00 a.m. to 2:00 pm. Me and my two son's, age 15, and 16 we're at this club yesterday and my 16 year old was harassed repeatedly by several staff members over him not buttoning up his shirt. It first started out because he did not have a shirt on, but he put it on when the first staff member asked him to, but he didn't button it up. The staff member told him to button up his shirt and started raising his voice at him. I saw what was going on from the elliptical machine I was on and went up to the staff member and told him a few choice words. I thought it would be the end of it. But then about 30 minutes later two more staff members approached my son while he was on the tricep machine. They started telling him over and over and trying to bully him into buttoning up his shirt. I saw this from the treadmill I was on and approached them. When I first walked up, the 2 boy staff member's didn't even look at me when I was trying to talk to them. So to get them to acknowledge me, I put my hand up in front of his face to get his attention. The one I did it towards said "do not touch me" even though I didn't lay a finger on him. He kept talking over me, and wouldn't let me speak. I had to yell at these young disrespectful staffer boy's to get their attention. And that same day there were many people in the club that didn't have shirts on especially in the basketball court. Which per your rules everyone in the club is supposed to have a shirt on excluding the pool area. The problem is he had his shirt on it just wasn't buttoned up and they continuously kept messing with him, but no one else in the club. Finally I had spoken with the manager who made sure that my son wouldn't be harassed for the rest of our club visit. But why is your staff only harassing a young blonde white boy? And I mentioned it to the manager because all of the other people with no shirts on were not white. It seems they were trying to escalate thing's to start a fight. Probably because he looks much older than his age. But he is only 16. This is the first time this has happened in any club that we've been in. When is it within their jurisdiction to harass Club members?

Desired outcome: These staffers are fired, and new educated staff are hired. One's that won't harrass children.

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8:13 am EDT

24 Hour Fitness USA Opening hours

For the third time in 4 months the Kipling and Bowles location has failed to open at advertised time (5:00am). The name still reflects 24 hr Fitness and yet the staff cannot guarantee the shortened service hours. I am currently sitting in the parking lot at 6:00am wasting more of my time writing this review and less of my time working out. The expectation is for every member to pay membership dues in full (and on time). Why can they not carry out this simple task on their end? It's really not that hard. Corporate needs to step up and resolve these issues.,

Desired outcome: Refund of membership dues. Un Satisfactory service. False advertisement in name of business. Incomplete business model and failed product within the community.

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2:42 pm EDT
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24 Hour Fitness USA Broken hvac system

24 hr fitness at 2180 N Lincoln Ave Bldg 4, Altadena, CA 91001 has not the AC ventilation system working properly - cooling at optimal temperature since summer of 2021. For the past 3 months, the ventilation system has been completely broken and not working at all.

Non-functioning HVAC system is not only in violation of local health and safety measures but also meet high standards for indoor air quality (IAQ). Its role is more so important since the onset of the COVID-19 pandemic, with more. For regular gym-goers, a safe and healthy environment is crucial anytime, as is comfort, and and 24 hr fitness, Altadena has ignore taking any measures to ensure safe and comfortable environments to train in endangering both instructors and patrons' health.

Fitness performance is connected temperature, ventilation, carbon dioxide, and oxygen levels and factors that can positively or negatively impact a workout routine. First, heat with low humidity leads to faster body-water evaporation, increasing the risk of dehydration, overheating and heat stroke. Second, according to recent research, high temperature also negatively impacts muscle endurance, reducing the ability for muscles to contract repeatedly over long periods of time, leading to faster muscle fatigue. Another effect to take into account is the spike in stress hormones that high temperatures can augment (such as cortisol, which is discussed below). However, warmer indoor temperatures can help warm up faster before a workout, resulting in better muscle flexibility and lower risk of injury. Then, moving to the other end of the thermometer, and as indicated by a Harvard sports medicine expert, working out in a cooler environment can increase endurance. The cardiovascular system doesn’t need to work as hard, allowing workouts to last longer; it should be kept in mind that extreme cold is also detrimental to fitness, as it puts the body at risk of hypothermia.

Oxygen levels: It goes without saying that oxygen is essential for exercise and everything else that we do on a daily basis. Working out even in a moderately low-oxygen environment, like an unventilated closed space full of people, causes rapid increased in levels of CO2. Higher concentrations of CO2 is hazardous and causes drowsiness, a sense of stuffiness, headaches, and loss of focus and attention.

With physical exercise comes perspiration, the moisture emitted while exercising and through breathing evaporates and then it is either expelled through the ventilation system, or it collects in nooks and crannies; if this condensation isn’t properly managed, it can cause humidity-related issues, such as mold and other bacteria growths. If left unchecked this can cause unpleasant odors and even respiratory issues, like asthma, coughs, throat irritation, and allergies.

My understanding is that ventilation is key in gyms to avoid stagnant air, minimize CO2 building up and reduce the effects of poor indoor air quality. This can be managed with ventilation and air renewal and keep us all sage and comfortable while working out in the same space.

In addition to the above, we are still facing with much higher risk of being infected with COVID in an unventilated space. We have complained to Management without any action 24 hr needs to take immediate action to correct this issue and stop endangering our lives. We did not join this facility with the stipulation that providing proper ventilation is a up to Corporate office's discretion or that proper ventilation will not be guaranteed. This ought to be Cal OSHA violation given danger of spreading COVID is much higher and especially dangerous to those with pre existing conditions.

Desired outcome: Have the HVAC system fixed in the next week

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4:09 pm EDT
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24 Hour Fitness USA Sexual harassment by employee James at the Rohnert Park, CA location.

My daughter was sexually harassed by your employee named James at the Rohnert Park, CA location. My daughter told me James has been asking her inappropriate questions such as “when did you get your first period,” and “do you have a boyfriend?” and “do you like older guys.” James knows my daughter is in high school and that she is only 16 years old. My daughter told me James is Caucasian, 5'8"-5'10", and an older guy probably in his mid-to-late thirties. She told James that she’s not interested and that she’s in high school. James asked for her phone number. She refused, but he still kept pressuring her. My daughter no longer feels comfortable going to the Rohnert Park location and she thinks James is also doing this to other young girls. Teenage girls shouldn’t be asked sexually explicit questions and preyed upon by 24hour Fitness staff. As a mother, I’m very concerned.

Desired outcome: Please don’t send me any follow-up emails but this issue needs to be addressed ASAP.

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4:14 pm EDT
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24 Hour Fitness USA Access to the gym miramar location on trial pass

On 03/18/2023 at 12:30pm I was denied access to the gym. I went to work out with my sister. It had been years since I was an member at 24 hour fitness this very location. I went in to the gym and requested a trial pass. Where I was told they are not offered at this location. I thought it was very odd. I asked the clerk Phillp that was behind the desk if he was sure there wasn't passes. He stated again that they were not available at this gym. He told me my sister was a member I could buy a buddy pass. I thought this was very odd. I went to my car to review the process and was able to get a 3 day pass online. Web Confirmation 3V49VZ valid for 3 days. When I went back into they gym I was told the pass is not for me. I went to the kiosk to enter the code. I was immediately stop by Phillip and told he was not allowing me into the gym. When I was at the computer he put his hands on the monitor and took the mouse away from me. This is when I became very upset. This was not normal encounter. Phillip had a problem with me and made it very personal. Since it was my first time meeting Phillip and he did not know me nor I. I can only assume this had racist undertone. I have never seen a customer employee take something so personal. I did call to speak to the GM Chris and I was told people had been abusing the trial passes. Which to me sounds strange due to the fact I was never asked for an ID and no one knew who I was. So how could I be abusing a trial pass. It seemed like everyone was focused on the fact that was from out of town. Which strange since the location is next to a military base. Last time I checked 24 hour fitness gyms are nationwide. My Phone number is [protected] I would like a response.

Thank you

Desired outcome: Please let me know if this is normal process. I would like to know if 24 Hour Fitness condones this behavior. Was I discriminated against due to my color

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9:57 pm EDT
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24 Hour Fitness USA 24hour fitness facility at Alameda Ave, Denver, CO

Many of the machines are constantly broken (Treadmills, Stairmasters, stationary bicycles). The staff does absolutely nothing other than placing a sign on them...no effort is made to ever repair them. I go to this facility frequently and can attest that some of this equipment has been out of service for months. I have mentioned this to the staff numerous times and am told "...someone will repair them..." But nothing happens.

Do it for your own sake. When potential new members come and tour your facility and see half the machines with "...Temporarily out-of-order, Sorry for the inconvenience..." signs on them they'll be less inclined to join the club.

Desired outcome: Fix your facility! No more excuses. Repair or replace broken equipment.

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Phone numbers

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