24 Hour Fitness
reviews and complaints

I called the club where my son is a member to cancel his membership as he is moving out of town. The manager gave me the 866 number to call, but said that most people find it easier to come in to the club as the 866 number doesn't work very well. I called the number and, after a 20 minute wait the line went dead. I then made two trips to the club, both times I was told that there was nobody there who was authorized to accept cancellations and I would have to come back. I called the 866 number again, a recording said that they were closed (Saturday, mid-day). What a joke of an organization.

On Monday, May 28, 2012. I went to the gym to do my daily workout. I went to use the digital lockers in the middle of the gym, when i finished my workout, i noticed by new cell phone was gone. (stolen) This is the issue i have with West Lancaster, 24 hours. About three weeks ago a friends of mine had a brand new cell phone, he put it in the locker and after we place racquetball and went back to the locker his backpack was open and the phone was gone. I know of other people that it happened to as well. So, this is the issue, I often forget which locker i put my belongings in. I go to the front desk and without asking me to log in, or see my ID. i tell them i cant remember which locker i put my stuff in. The associate opens any locker i tell them to open. Problem. I ask if there is cameras covering this area, since they cover everywhere else except the locker room, and nobody can answer the question, o you have to speak to the manager. (Really now !) so, i call again today, and he tells me no camera, so, nobody can tell me that... Then about three Weeks ago they started to ask for your name and log in if you forget the code to the locker or the locker number and will ask you, whats in the locker. So, i have several people i know there, since i have been going everyday. They all say the same thing, people have been complaining about items being stolen in the lockers. That's why they enforced this new policy. I also called the district manager today, and she said IT should have been done anyways. She was very friendly and felt bad, but, it was out of her hands. She did say they were looking into new lockers and that the camera would most likely not happen. COMMON SENCE PEOPLE, PUT, THE CAMARAS BY THE MIDDLE ROOM, IF THAY ARE NOT COST EFFECTIVE, AT LEAST IF PEOPLE SEE (DUMMY ONES)THEM, MAYBE THEY WOULD BE SCARED ENOUGH AND NOT TRY TO STEELE OUT OF THE LOCKERS...
Dave

I've been going to 24 Hour Fitness off and on for over two years. The reason I'm still there is because I really like the gym itself. However, aside from a couple of the night staff, their day staff and management is horrible! My most recent sign up was a mess. It took me 2-3 weeks just to get my monthly dues to the price we originally agreed upon. And they like to throw in hidden fees. Anytime I called to talk to someone, they were immediately defensive and rude to me. I'm not one to usually complain but I just can't believe these people are still allowed to run this place. If it weren't for my satisfaction with the gym environment and equipment, I would definitely cancel my membership. I couldn't find any way to complain anonymously on their website so here I am! Just beware and watch your account closely!

It seems that 24 Hour fitness just keeps going downhill! Now they have done away with good quality soap and have resorted to basically taking a shower in what smells like 7-Up soda (GoJo). I go to work (I did) after I work out and could count on smelling ok after a shower with the Dial soap and now the soap doesn't lather up and smells terrible. Way to go 24 hour, another way to cut corners for your members and chase off customers! When you ask at the counter, you get some kid who could care less and is just there by the hour.

Here's what happened, all i wanted was to simply work out because im young and i realize that i need to bulk up a little so i started to consider this gym because my friend said it was good, so then i realized how much is cost so i instead used a 7 day free pass so then i told the manager (who happened to be the one helping me that day i wanted to sign up) my story which was i was leaving to texas as a vacation in about a month so i dont want to get a membership and pay for it while i'd be gone and get no use out of it so he gave me 14 days instead which was very considerate, so then i go one day and its fine i go at about 7:00pm and leave an hour later and come back at 9:30 pm to work out some more and it was fine, 2 days later i go at about 9:15 when i arrive and some very rude girl wasnt even at the front desk i think she was talking to her boyfriend she came around after she saw us and i showed her my trial membership and she said i couldnt get in after 9:00pm and that it was "a new rule" when clearly i came in even later days before and she was very rude about it and she had no manners whatsoever she had her leg on the desk and was scratching it, very unprofessional... and yet the manager told me EVERY single rule except for the fact that i couldnt get in past 9:00 so that is thier fault and i suffer from thier mistakes, this gym has horrible staff WORLDWIDE.

I've purchased one of those two year Sport membership deals from Costco. I was very happy as there were many Sport locations around my area. However, it's been a year and they've closed an Express location closest to my house and closed/re-opened two Sports into Super Sports. Now, they send me a letter telling me they will close yet another location that I go to frequently so that they can convert into another Super Sport!

If you look up these locations, they have many negative reviews on Yelp because of "old equipment" and "lack of renovation". 24 Hour's response seems to be "Will give them what they want but they're gonna have to upgrade!". To put more salt on the wound, they also decided to put a Super Sport in my city as if we needed more of them here!

I can tell you right now that there are still many Sports opened in Orange County but most of them are incredibly packed during normal business hours! This is BS! I wished I could get my money back. I'd rather pay less and stick to one gym with less members than many with old equipment and poor upkeep! Shame on you 24 Hour Fitness.

My membership was frozen for unlimited duration on 3/7/10 due to pregnancy at the Cupertino facility. Today (3/27/11) when I went back to Cupertino facility to reactivate my membership, I saw my membership was only valid till July 2011. When I asked about the freeze I was told that Costco membership doesn't qualify for freeze. But when I asked how come somebody was able to process and confirm that my account was frozen, her immediate response has taken me by shock: "You should have read your Costco coupon rules and that is not our fault your account doesn't qualify for freezing and we cannot do anything about it". As a manager (or whoever she was), she wasn't for a second apologetic that someone representing 24 hours gave wrong information that has caused us loose those months of membership unused. Instead she told me if I want to resolve this I should talk to that person who processed my freeze (who now works in another facility) or call member services. I was very disappointed and angered by the way she has treated me and the conversation went towards an argument when she said that "she was not their witness what I was told by XXX". This is like questioning my ethics and the most embarrassing part was she escalated the situation by threatening to call the security if I don't leave (with my infant and husband) and tag my membership. I think this kind of treatment is unfair for me given we were on the receiving side and enough to scare me to not come to 24 hours again. I would rate this as the worst customer service I have ever seen in this country and I seriously question the recruitment and training process of 24 hours. I googled the named of the girl who trash talked on us, and she was a softball player and she just graduated out of Foothills community college in 2010. Obviously, she is immature to be able to handle conflict with customers and this is how 24 hour is able to offer $299 for 2 year membership by cost cutting. Clearly this a hole in the corporate recruitment and training and who ever from 24 hour reading this tell the VP of Customer Service that he need to do his job. I am ready to go back to my local 'Mom and Pop" gym as they are personable and friendly. I guess you get what your pay for!

I tried to bring my 10 months old baby to the 24 hour fitness kids room in Silverado Ranch. It was a disaster. Not only were the attendants stressed out and unwelcoming, I was not able to get my baby in because they stated they had a max of 3 babies in the room at the time. I walked in to a chant of "no more babies" "no more babies". Ok, only 3 babies ever no matter the number of attendants seemed strange with such a large room. Additionally, how would I ever be able to work out unless I just happened to get lucky enough they didn't have 3 already when I showed up. When dealing with a baby it would be hard to get her all ready to go each day and just hope to have a chance to work out. I asked for a manager for clarification and I ended up speaking with the Service Manager. She couldn't answer my policy questions instead asked if I wanted to hear them again from the kids room staff. This is where it really went down hill. The service manager clearly had no empathy for my situation. She offered no apologies or solutions and simply restated the policy of 3 babies. I'm still confused if it's 3 babies because of shortage of attendants or 3 babies at any time in the room no matter the number of attendants. It doesn't matter now, when I asked how to cancel thinking I might have to, she quickly told me she would cancel me right there and asked me to punch in my code. She appeared proud to have the ability to get me out of the gym for good. I hadn't planned on canceling right then but she was on a roll so I wasn't going to stop her. She smirked at me as she handed me my cancellation receipt. What started out as a day I felt so good I was going to get back into the gym after the baby, turned into a terrible experience where I left not only without a workout but without a membership. It may not seem like the worst experience, but to a tired mommy who just got the chance to finally get back into a workout it was disheartening. I joined another gym and had a better experience, I would hate to discourage other moms from giving the gym a try. Just don't go to the 24 Hour Fitness on Maryland in Silverado Ranch.

For a new looking establishment, this facility is decieving. I went to work out with my girlfriend with one of those 7day passes and when i got there, the getlmen working the desk totally ignored me for like 3 minutes while he was chattin it up with one of his buddy's. my identification card was in my car and i had to get it to give to them to hold onto while i worked out. i filled out a paper with all my info and waited for my friend. when it was time to go, i had to wait for 5 minutes at the desk before he acknowleded me. then he said justin would be with me in a minute. well another 5 minutes went by and i noticed three guys ###in in an open office witht the door closed. Much to my avail, 5 minutes later Justin comes out to greet a different customer who had also been waiting for 5 minutes. then the gentleman behind the desk was instructed to make my pass and type in all my info on the computer. he told me it would be another couple of a minutes. Then he started to input my info when another customer came up and he stopped working on my pass to talk with him for what, another five minutes. i then went and checked out the day care center and much to my suprise i was ignored when i walked in. the two ladies behind the counter were not friendly and seemed like they hated there job. when i asked what do you do with a 6month old, she said we would put him in the jumper and of course we would hold him... but if there's a lot of kids here, he will go in the jumper( walker thing), or put him on the floor. the floors are disgusting and there's vomit stains all over them. i give this establishment an F for bad mannerism, poor customer service, and a disgusting day care center with unfriendly staff.

This has been my home gym for the past two years. I joined this gym because it is walking distance from my house. In fact, I have recommended this club to my friends.

Up until now, my only complaint has been that the women’s locker room is poorly cleaned. Rarely are there toilets that do not need to be flushed before using them.

But on the morning of Sunday, Feb. 13, 2011, I had my worst experience yet.

I received unbelievably rude treatment by a Spin class instructor that I only know as “Liz.” She teaches the 10: a.m. class on Sundays.

Although I frequently take Spin classes at this location on Monday, Wednesday and Friday, sometimes I need to do routines on my own to accommodate my schedule. I attempted to do that on Feb. 13. I waited until 15 minutes after Liz’s class to enter the room to set up and begin my routine. I listen to the music on my headphones through my iPod as not to disturb anyone else who might be working out in the bike room.

Liz was in the room well after her class and started playing music very loudly over the speaker system. It was so loud that I could not hear the music on my own iPod. I asked her to turn it down and was met with immediate hostility. She refused to turn the music down, and instead turned it up.

She also told me that she could do as she pleases. She also said that even though I am a paying customer, I do not have any right to use the room AFTER her class, as she is allowed to test her music. She refused to consider testing her music more softly, using earphones of her own, or at home.

In addition, when I asked when she would be done and when I could return, she said, “ I don’t know.” So even when I attempted to compromise, I was met with outrageous behavior. I had an appointment later that day, but was willing to try to avoid her but she was not going to make it easy.

I went to the front desk to complain. A polite employee there attempted to help me resolve the situation. And Liz was rude to her as well. She refused to give the front-desk employee a time when I could return to resume my workout. Liz also snidely told me, “have a nice day, ” as I left. I can only guess she was savoring the fact that she bested me. If this is how 24Hour Fitness wants a two-year member to feel, then I guess that is fine. I would like to think that this would be unacceptable behavior.

I cannot believe in this economy that an employee would dare to be so rude to paying customers and fellow co-workers. There are other instructors and staff there who have been absolutely wonderful. I do not want to leave this gym. For instance, a trainer Johnny Alexander also was kind to me that morning and assured me that management would contact me. I ended up leaving the gym for a walk, instead.

No one contacted me the next day, Monday, Feb. 14. However, I am giving management the benefit of the doubt.

Meanwhile, I am disappointed that an instructor would think that she could get away with being so nasty.

Do not let them bill your credit card automatically. I kept getting billed after a phone cancellation. I did not know it but the credit card number on file (For the operator) was different than the one i was being billed. Later when i noticed i was still being billed, i was only able to cancel after faxing in my credit card statement showing the charges - because their computer system has some sort of serious bug. I was not reimbursed for the time between the first phone call cancellation because they had no record of that call and i did not have the majic credit card number they had on file. I spoke to a senior person and still got the run around. Their error, my pain.

Would NOT recommend this gym to ANYONE! At first I was all about this gym. They were nice, it had trainers, it was 24 hours and it was close. They said they would show me how to use the equipment and I would get 3 free training sessions with their trainer. I was ok on how to use the equipment but I like the fact that I got free sessions with a trainer. I made an 1st appointment– no one show up…. Then I called again spoke with the manager and he apologized and scheduled me a new apt. ONE SHOWED UP AGAIN! Now I’m a very patient person so I called again made another appt. The trainer finally shows up. My second appt a no show again. So I let it go and used the gym because mind you it sooooo close to home and its 24 hours. Put my account on hold for a couple months because I was going to be out of town and the person said that was fine just call and we will reactive your account. So when I came back I paid with a new card. They said that was fine we will start your account. THE CHARGE MY account for 3months! The girl said it was only going to be 39.95 Per worker at SNAP fitness said since they didn’t have a signed paper to freeze my account they would have to charge me for the 3months. And he will have the manager call me. No call yet… called corporate complained and nothing….. DO NOT SIGN UP WITH THIS GYM!

In December 2010 I signed up for a fitness membership at an El Segundo, CA location. One of the initial questions the employee asked me was if I wanted the $29.99 charge to be "recurring" on my credit card. I said NO. I didn't think to check my bank statement for this charge, and apparently 24 Hr. has been debiting my account every month since, until I found the Feb. charge on my statement and called the customer support line. The man on the phone told me that a recurring credit card charge is MANDATORY. I was surprised to hear this, obviously, after being told my card would NOT be charged on a recurring basis when I signed up. I canceled my membership and was told the Feb. charge would be refunded within 30 days. I am a little skeptical, however, because there was no confirmation email regarding this, and I think that either the customer service rep (who is based in a foreign country) was trying to appease me, or the 30 days will lapse and I will then no longer be able to take this matter up with my credit card company in order to reverse the charge. 24 Hour Fitness by many accounts is a money-grubbing corporation.

I have been member of 24Hour Fitness for almost 4 years. I visit two gyms bi- weekly, and I see that things are getting from nasty to terrible with every month! The gyms are filthy beyond words, trash stays on the floor for days, floors are so filthy I wouldn't venture off my yoga mat...The "personal trainers"(what a joke) are only interested in signing new members up so they can get their commission. They couldn't care less that the cleaning solution or towels are missing for days. Equipment stays broken for months! They cancel classes and don't even bother to change the schedule on the wall, online, or leave a stupid note on the door. They cancel classes that are full, and they replace them with some b...s...When I see people taking tour, I feel like screaming: RUN FOR YOUR LIFE! Why do I still go there ?Because these are the gyms closest to my place, and frankly I don't have a choice. BUT IF YOU CAN GO SOMEWHERE ELSE - DON'T EVEN BOTHER WITH THIS PLACE!

I joined 24Hour Fitness in December 2002 in St. Louis, prepaying for three years. After that, I was supposed to have a lifetime membership to every club except the Super-Sport. After three years, my annual renewal would be slightly over $100. In 2008, I got a job in Southern CO and lived over 50 miles from any club. I still paid the amount for 2009, but I was unable to even use it once. I didn't even get my renewal notice for 2010, but I didn't think about it, since I couldn't use a club anyway.

Recently, my job transferred to Denver. I called 24 Hour Fitness to renew and was told I was terminated! I was told I'd have to join as if I was a new member! After several phone calls with mainly rude people ( only one man at a local club was understanding), I received a phone message from Gloria ( supposedly an account manager at Corporate) who said it was impossible to reinstate my membership. Obviously this is a scam- everything is set up for paying huge upfront fees. Only the one local employee empathized that it didn't make any sense to pay for a membership when I was too far away from any club!

How would it hurt 24 Hour Fitness if I was willing to start paying them $100/ yr again. I hired their personal trainers several times, so they made a lot more money on me than the $100. After reading so many other complaints about 24 Hour Fitness, I know that my story isn't an isolated case! In this economy, I'm sure I can find a gym that will charge reasonable fees and have better customer service!

I'm thinking of posting this on Facebook and warning "friends " and "friends of friends". The 24 Hour Fitness site states they have a great rating with the BBB How can this be? The public needs to be warned about them!

I had a membership to 24 hour fitness. It was a $99 a year for life. I went to the club and paid the membership. The girl at the desk charged me $99. I thought all was well. I did not use the club for several months. I went to the club finally and found that my membership was canceled. Apparently the girl at the front desk did not charge me the $8.17 tax for the membership. Now when I called customer service they say that they cannot reinstate my membership but they can write me a new membership but there will be an increase in the dues. WTF is this. They make a billing error and then cancel my membership and try to get me to sign up for a new membership for more money. There is something seriously wrong with this company.

Tu caveat emptor (let the buyer beware).

i'm really upset about 24hour fitness customer service. I had my account freezed for certain period of time because I went to Michigan last year. I came back this year and have paid the annual fee to re-activate my membership account in March. Here I am being charged with an annual fee again in July this year. Where does the six-month extension of my membership go? We should form some kind of legal alliance to sue 24 hour fitness.

This recently built establishment employs criminals and they have no class or care for customer service. In the past few months Chere Garcia and employee of the establishment has given me and my co workers horrible service. This employee recruited hard working mothers to her unlicensed day care and out of the gym. We soon came to find out that this woman is a known drug user and has been sighted in local restaurants and bars under the influence and very combative. She also was convicted with felony charges for identity theft, credit card theft and STEALING personal information from employers!
What kind of establishment hires these types of people! Come on HR do your job and listen to your customers