Complaint Rating:

I am a long-time 24 Hour Fitness member (since 2001) who has been happy with the clubs and the service since joining. I am shocked at the lack of respect and disregard in the handling a simple membership request by all levels of employees of 24 Hour Fitness - Tualatin location.

Thursday, October 5th I was working out and saw signs in the gym advertising “2 Days left add a member” so I requested information from Doug (fitness instructor) regarding adding a family member to my membership. He took my member card, looked up my membership information on the computer, and then quoted me a rate of $24 enrollment fee and $36 monthly fee, the same I pay now. I told him I would think about it. He responded by telling me this offer would expire Sunday, and that if I wanted to accept the offer I should come in over the weekend. He took my number and then called me the next day, Friday. Friday we set up an appointment for me to come in Saturday, October 7th at 10:30 to pay the enrollment fee, first and last monthly dues in order to sign up the family member. When I arrived for the appointment Doug was not there. After waiting patiently for 25 minutes, Jay the assistant manager met with me. He said the offer Doug talked to me about didn’t exist. I was confused, signs in the gym made it sound like there was a special offer to add family members at a special rate. When I pointed this out, Jay explained that I was an add-on to another member and there was nothing he could do. I told him I found this unacceptable; 24 Hour Fitness runs specials ALL the time, certainly Doug had referenced one of these offers in his offer to me. Jay refused to let me speak to his manager, and I left frustrated.

Monday, October 9th I called to discuss this matter with the gym manager Shawn. After explaining the situation to him, his response was only to say “sorry I can’t help you, this offer doesn’t apply to you.” When I asked why Doug made this offer to me, he had no response. Besides getting the run-around, wasting my time, and providing rude and unprofessional service, the bigger issue is bait and switch. Using teaser rates to get someone to make an appointment to buy something which was never available is unethical and unprofessional. I’m really not sure what Doug wanted to sell me.

For those of you who have had unprofessional and unethical treatment, please come forward and voice your concerns to 24 Hour Fitness regarding the ethics (or lack of) and lack of professionalism at their clubs. Who knows perhaps this company will realize that the "customer is right" for a change.

Regards,
Don Zabudsky