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24 Hour Fitness USA

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12647 Alcosta Blvd № 500
San Ramon, California
United States - 94583
Locations

Mailing Address

PO Box 2689, Carlsbad, CA 92018

Complaints & Reviews

POOR MANAGEMENT

i SIGNED UP FOR A MONTH TO MONTH CONTRACT. AT LEAST I THOUGHT I DID. DEWAYNE THE GUY WHO RAN THE PLACE WAS COMPLETELY AWARE OF WHAT I WANTED SINCE MY HUSBAND (FRANK VAN GELDREN) ALSO SIGNED UP A FEW WEEKS BEFORE ME AND GOT THE MONTH TO MONTH. I EVEN SAID... THE MONTH TO MONTH CONTRACT RIGHT? YES HE SAID. WELL COME TO FIND OUT HE DIDNT PUT THAT ON THE CONTRACT I SIGNED AND I DIDNT REALIZE THAT. I MONTHS PAST AND IN THAT TIME WHEN EVER I WENT WITH MY DAUGHTERS OR HUSBAND THE PLACE WAS ALWAYS IN A STATE OF DISREPAIR! . WE PLAYED RACKETBALL WITH GARBAGE CANS ON THE COURT ALONG WITH THE WATER LEAK FROM THE ROOF!!! THERE WAS A FEW TIMES THAT I WENT ONLY TO HAVE TO RETURN HOME BECAUSE NO ONE WAS THERE TO OPEN THE PLACE UP! THEN THE ONE AND ONLY TREADMILL BROKE AND ANOTHER WASNT AVAILABLE FO A COUPLE OF WEEKS... IN THE MEANTIME I BROKE MY COCCYX BONE(TAILBONE) WHILE SLEDDING AND COULDNT GO BACK TO THE GYM. I DECIDED TO QUIT NOT ONLY BECAUSE OF MY PAIN BUT BECAUSE OF THE POOR MANAGMENT AND CONDITION OF THE BUILDING AND EQUIPMENT. I WAS TOLD BY ABC FINANCIAL THAT I NEEDED DEWAYNE TO FIX MY CONTRACT TO READ MONTH TO MONTH. WHEN I ATTEMPTED TO QUIT DEWAYNE WAS NOT THERE AND NO ONE ELSE COULD HELP ME. THERE WAS ONE TIME WHEN I WENT AND THERE WAS NOBODY THERE AT ALL BUT THE PLACE WAS OPENED! I LEFT A NOTE FOR DEWAYNE TO CALL ME ASAP AND I NEVER GOT THE CALL. MY HUSBAND AND I ARE QUITTING. I AM FORCED TO STOP PAYMENT AT THE BANK. SINCE GETTING IN TOUCH WITH DEWAYNE IS NOT POSSIABLE.. IM SORRY FOR BEING LIKE THIS BUT I WILL NOT CONTINUE TO PAY FOR
SOMETHING THAT IM NOT GETTING.
THANK YOU
LORI EDENS
P.S. MY HUSBAND IS QUITTING ALSO.

bad personal trainer

"Buyer Beware" Do not hire this personal trainer.
I purchased a package of 20, 50 minute personal training for over $1000. The first couple started out ok but it wasn't my husband signed up for training and was able to get a trainer that did a far better job. I noticed this trainer would come to the sessions unprepared and would try to wing the whole thing which was very obvious. She also would cut my sessions short my 5-10 minutes. The final breaking point was when I had to go out of town for a 3 week period and couldn't see her. When I came back I had lost 10 pounds due to really watching what I ate and logging everything along with walking. She was not happy that I had lost the 10 pounds instead she said my measurements had gone up and my body fat had only gone down by 1 tenth of a percent. At this point I decided not to say anything because I knew I had lost the weight fit into my smaller pants and she tried to tell me my hip measurement had gone up. Insane! At this point I started to realize that everytime my weight went up by just a little she would tell me my measurments had gone down or if I lost weight my measurements were the same so that I would continue to think I needed her. Every session she would hound me about committing to go 2 times a week when I told her I could not afford this. It wasn't until I had to cancel a session and didn't see her week and half this was after I had lost the 10 pounds, the next week I gained 1 back and she tried to tell me I had gone up 2% in body fat. I asked to explain this because it didnt make since that I had lost 10 pounds and only gone down a tenth of a percent, then all the sudden I gain one pound can go up 2% in body fat. She could not give me an explnation just kept saying I needed to see her more, so when I continued to question her she got snotty with me and said why dont I go get the [censored]ing book!!! At this point I said Im done and walked away because as the client you should never be cussed or yelled at. Then she proceeded to follow me out of the room and yell at me in front of the gym. She is real professional when she does something like that. Do not hire this women!!! Avoid her at all cost.

  • Pi
    piwin7 Apr 03, 2010

    I have been a client of this trainer for a year and I strongly disagree with your above comment. It sounds to me that you were never fully on board with the educational tools she gave you. Shes tough and only puts her best intensions first. Maybe you should ask yourself if you gave it 100%. What you put out is what you give yourself back. Unfortunately some people cant handle the truth. Hiring a personal trainer takes dedication and if you're not up for the challenge then bark at someone else for your failures.
    I am in the best shape of my life. My health is at its best due to this trainer and I thank her all the time.

    Good luck to you and getting better.

    1 Votes
  • Tr
    trishfit Oct 07, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I totally disagree with your assessment. Shelby Zuver was without a doubt the best personal training experience I have ever had. She was always on time, and dedicated herself to my progress and health. I attribute Shelby's enthusiasm to the fact that I have continued with my new life at the gym. She was tough, and told me the truth about my body changes, but it always inspired me to try harder, and not quit. I am still going to the gym as a regular routine, and would recommend Shelby to anyone who is serious about getting fit. She also was able to teach me healthy life styles, for both mind and spirit. I found Shelby to be a delight, and will always remember the good experiences, and good "healthy" pain she gave to me. Sounds like you were not ready to commit to a new way of life. I trained with Shelby for over a year, and the results are life-long. I miss her training, and have recommended her to anyone who is interested in becoming a better, healthier person.

    1 Votes

death threats & stalking by employees

This is a public notice and warning that 24 Hour Fitness has a mentally distraught employee at the front desk...

discriminates against the obese

I was refused entry to a class that had 7 open spots for sign up. I asked the guy why I couldn't go in and he wouldn't give me any explanation except the class was full. Then, he let 2 other people in the class after turning me away. I weigh over 200 pounds.

I complained to higher ups and received rudeness and chauvenism. Nobody has given me any more explanation than it was a "mistake" and they that's that. I feel I've been discriminated against and I think I was not allowed in the class because they perceived me to be some sort of liability because of my weight.

Every person at 24 Fitness I have spoken to about this has been apathetic and rude.

  • Ne
    never again Mar 21, 2011
    This comment was posted by
    a verified customer
    Verified customer

    Sue their [censor] for slander and discrimination. Ive seen these types of clubs get sued cause they do discriminate against heavy folk.

    0 Votes

awful treatment by rude employee

I have been a member for over a year now and never been humiliated by certain employee James until today.

My 8 yrs old son and I playing basketball in the gym and been told that the my son is not allowed to play basketball...We have been doing this for almost a year now about 3 times a week... The only reason why I signed up for a three year contract because I have been told by a member services that I can bring my son along with me to the facility where he can swim and play basketball...Why the policy has been change? Is it because I’m Asian? Why there's other white folks playing with their kids under 12 yrs old in the facility? A rude employee such James shouldn't be working with your company w/ a great expectation of customer service...My son loves to play basketball and by taking his privilege away means a lot to me as a parent...I am hoping that James kids wouldn't be treated as we we're treated badly today...I feel that I would enroll to other fitness center that we will be treated fairly because of our skin... Is 24 hour fitness prefers white folks over us Asian?

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wrongfully billed

I've been getting billed monthly when i cancelled my account 2 months ago. I would like this figured out ASAP.

dues increase???

I have been a member of 24 Hour Fitness for nearly 20 years. I even worked for them in the late 1990's ...

breach of contract

Joined 24 Hour Fitness many years ago with a large payment up front for the first 3 years. This contract...

poor, unprofessional customer service

I have been a 24 Hour Fitness member since 2000. I got a deal with them back then with prepaid of 3 yr of membership, and $99 annual due thereafter. I haven't been really working out for the past couple of years and using their facility maybe once in a blue moon. I went in to work out couple weeks ago and was informed that my membership was terminated due to missing payment. The only way they can activate my membership is to provide proof of payment. My annual due date is 6/22/09, which is 7 months ago and I can't remember how I paid it and not to mention tracking my proof of payment. Basically, 24 Hour Fitness staff told me it's my problem, not their problem and nothing they can do about it. I went work out 8/31/09 (I put a comment on my Facebook and that's how I remember my last workout date), and no one told me that they didn't receive my due in June. Apparently, 24 Hour Fitness does have a 90 day grace period, so if someone would have told me I missed my payment when I last worked out on 8/31/09, I would have paid $99 and stayed on my membership (though I believe I made the payment but somehow didn't go through, as I have been paying for the last 10 years). All 24 Hour Fitness staff said "Sorry about that, again nothing we can do". I called the Club and membership services, all I got was run-around and "nothing we can do" & "you can negotiate a new contract with us". One membership service rep did tell me that he saw a note about payment on my account, but the company never got through it. He needed to check with Support Team and would get back to me. Of course, I never hear back from 24 Hr Fitness. I called again, and 24 Hr Fitness acted like nothing had happened and never heard my situation. <br />
I am completely pissed at the way they treat loyal customer. There's always a solution to something. 24 Hour Fitness just simply doesn't care, they are after $, not care about you as a customer, not care about your health (They pretend they do when they try to persuade you to sign the Personal Training sessions). I see it as they try to screw me out of the sweet deal I got 10 yrs ago. I have no faith in this company and completely disappointed about how they treat consumers. DON"T GO TO 24 Hour Fitness, unprofessional, unethical, disgusting customer services.

terrible customer service! completely rude!

I am not a member of 24 Hour Fitness, but my friend talked me into trying a kick box class with her using a free pass. I went to the class with her not intending to set up any membership, just to try the class. After the class, I was pulled aside by the night manager working and he was very demanding in setting up a membership. I explained to him I was not interested and he got really pushy and rude and claimed we were "using" his gym and that he would have to charge us. We were completely surprised that he was saying the things he was saying. He insulted my friends job as a fitness instructor for a local gym and was talking down to us. I think his attitude towards me and my friend was completely uncalled for, unnecessary, and very rude as we did nothing wrong. He made me and my friend insulted enough that I had to make a complaint. This is not the way potential customers (or any customers for that matter) should be treated.

  • Co
    Concerned Member22 Mar 22, 2011

    The club manager at the West Jordan, UT 24 hour fitness is rude, condensending, disrespectful and arrogant. He highers staff that consist of boys in their 2o's, only interested in flirting with young girls and flexing their muscels whenever they pass a mirror. When a complaint about the various broken machines, hot tub, steam room etc. they just barely acknowledge you are talking to them and ignore your requests. I have been verbally assaulted by one employee, been laughed at behind my back for asking about a lost item and shown no respect or consideration. Management here needs to have a makeover. They need to diversify in their employees hiring more women, different races and ethniticities.

    0 Votes

discrimination

I have a two-year paid membership with 24 hour fitness and got some coupons in the mail to bring guests to...

crime in parking lots

I go to the 24 Hour Fitness in NW Houston - located between Louetta and Spring Cypress. For the last five...

lies.

This place is a load of garbage. It is super dressed up and full of great equipment, teachers and trainer...

threatening behavior by employee

I still can't believe that a___holes like this guy actually have jobs dealing with people. Here is the email I wrote them, to which they still haven't replied:

"I'm writing still in disbelief of something that transpired at about 2:30 a.m this morning at the club. I had arrived following work and was hoping to visit the steam room which for some reason was shut down. This is usually not the case, so I sought out the attendant, a Mr. XXXXX (think his first name was XXXX) to see if he could help me. I asked him what was going on and he really didn't know either, but told me the steam would probably go back on at 4:30 a.m. I accepted his response and went back to my workout. I was using an incline bench in the free weight area and apparently he was organizing the weights. While I was obviously exercising, Mr. XXXX shouted (exact words) "Hey boss man, just leave the weights". I politely told him I wasn't finished yet and he glared at me. I sat back down on the bench and began another set when I was surprised to see Mr. XXXXX in the mirror carrying weight plates to the bench and slamming them onto the plate holder while I was exercising. I stopped and said nothing, waiting for him to finish. He continued to glare at me saying nothing. I finished and left the weights in place as he instructed. While I was using another machine, Davis approached me and told me "Go pick up the weights". Having lost my patience with him, I conversationally replied "I'm busy right now". He mumbled something and continued to reorganize the area. I completed my workout and had no further dealings with him.
I’ve been in gyms since I was a boy. For someone to slam weight plates onto a piece of equipment being used by a person not only represents an extremely rude sort of behavior, but an outright safety issue that borders upon criminal. Nevada law defines assault as "Willfully placing a person in reasonable apprehension of immediate bodily injury". Mr. XXXXXX actions could have very well done this. As I write, I'm still in disbelief over what took place. I like to respectfully ask you to address this incident. I will not stop patronizing that gym. In 24 years of being a "Gym Rat", I've not only ever been treated this way by an attendant, I’ve never even heard of such behavior.
You should know that I, and other patrons I’ve spoken with, have noticed an unfortunate downward trend in the overall quality of the facilities here in Las Vegas. Certain gyms only have certain facilities open for certain hours, not "24 Hours" as the name suggests. I'm noticing more and more that some areas, especially basketball courts and steam rooms, are almost always closed at odd hours and of all places, in Las Vegas, a 24 hour town. As stated, I've always been a satisfied customer with 24 Hour Fitness. Mr. XXXXX threatening behavior tonight was the last thing I ever expected. In my line of work, I deal with irate people every day and pride myself on being able to conduct myself with genuine concern and esteem in spite of how unprovoked and illogical their demeanor may be. This morning was over the top. Please respond to me within 24 Hours as to how this will be addressed. Also, please be advised that if Mr. XXXX threatens me again or engages in any other sort of harassing behavior by endangering me without reason, while I'm trying to use the facilities that I pay for, I will not hesitate to contact authorities. There is no place for this sort of conduct at the gym, a place where most of us customers to rejuvenate and gain health and vitality, not to be subjected to immature and thuggish behavior at the hands of staff members. I was extremely let down. Please inform me of your plan of action. Thank you."

I'm going to the gym armed now. Can you believe this is actually being put up with? Don't waste your money folks...there are better companies, better options and fewer headaches. These guys have really gone to the toilet. It's a shame because they used to be great.

broken machine

They have a broken stairmaster type machine that squeaks. It's a high pitched metal scraping metal sound that's so loud that it hurts your ears. The guy using the machine maybe couldn't hear it because his earphones were on so loud. After putting up with that sound for about 20 mins. I asked a trainer at the fornt desk if she could do something about it, like maybe ask the guy to move over to another machine. She said a work order has been placed and as long as it's technically NOT broken, so people can still use it. That's is SO SELFISH! Why don't they think in everyone else using that room that has to put up with that noise. It's like your car alarm going off and staying that way for 30 mins. straight, but at a higher pitch. I think their policy sucks and that trainer was not helpful! She was so rude and didn't try to help even though many people were leaving the room because of the noise.

scam and lies

I am a part of, and have been a part of, 24 Hour Fitness for the past 15 years. I have an All Access Membership and have from the day I signed up. When I signed up, I was told that my membership cost would never rise, and it has not, and I was told that I could use any club, anywhere at any time, as the stipulation in my contract, what I signed up for and what I pay for.

They have built a new club in Everett, Washington that is a "Super Club". It replaces the current club I use, my main club and the club I signed up at. I received a letter on 8/26/08 dated 8/8/08 stating that in order for me to use the "new and improved" club with new "options" I would have to pay $9.99 more a month. This new club offers no more than my old club offered. The letter states: indoor pool, 24/7 access, free weights, bastketball court, kids club ~ All of which the old club had. The new club does not have raquetball, pickle ball or an indoor track, which is what we used. Furthermore, I am appalled that I have to pay more on my All Access Contract to use this new club. I have pulled my contract to find out at which point I missed that if a new club was built, I was going to have to pay for it. I didn't find it. I have initiated a complaint with the Better Business Bureau, you are my next step and then I am on to the Attorney General. I see through Google that this has happened in other areas and is being researched. I am wondering why 24 Hour Fitness didn't make a smarter business decision and grandfather existing members in to use the new club and are advertising new contracts accordingly. I am letting everyone I know about this to make their own complaints and most of them already have. I will not be using the new club until this is resovled as I believe that I signed up for a service, I have a contract and I fully expect this business to honor this contract. I hope that you can get the word out so that those members feel that they can come forward with their complaints and do not fall victim to this practice. I do hope that 24 Hr Fitness really looked into the legalities of this letter and are acting as they should be acting. I hope my contract is honored. I just would like to get the word out that this is not a good business practice. Perhaps this is completely legal and morale and I am wrong, this is why I am sending you this email right now.

  • Id
    idm Jan 07, 2010

    Has it been resolved? Please let me know.
    Thank you.

    0 Votes
  • Kg
    kgskgs Oct 06, 2010

    24 hour is nothing more than a big scam in there own way, When i signed up I paid 3, 000 for a all club membership, and was told in aprx 3 years i would be charged 99.00 a year and was told i could have it taken from my card, They sent no letter or nothing just stoped my member ship and said to bad. I called custermer service and they treated me reall bad so i spent all that money for nothing. I fill there not out to help us get fit but to pad there pockets. I should of been called a letter sent or some thing but no they just waited so you end up spending more. It is a scam in its own way becouse this is pre planed when you sign up.

    0 Votes
  • Da
    Dannyalvarez2000 Aug 14, 2015
    This comment was posted by
    a verified customer
    Verified customer

    24 hr has been guilty of this scam before by simply creating a new tier and naming the old gym with the new level therefore making previously all inclusive memberships restricted and null to locations previously accessible.

    0 Votes

not honoring all club contracts

Beware of 24 Hour Fitness - they are doing a bait & switch with their new sports & fitness club contract...

ripoff

After being a member of 24hr fitness for around nine years, I thought that they would consider my business and take care of a good customer due to them closing down the Active Club that I was using. The reason that they closed down my active club was so that they could build a brand new Sports Club right next to it. I made a call to their customer service number and they were not willing to give me any type of a deal on upgrading to the new club. I then went to the gym and talked to their manager, the manager was not willing to give me a deal either. They were basically charging me the same rate as a new customer, with the exception of saving me one dolllar in comparison to a new customer. I could not believe that they would not consider my long term business with them and that they would not give me a discount on upgrading to the new gym. I no option but to cancel my membership.

I was looking at my checking account through online banking and I noticed that 24 hr Fitness had charged me $29.00 for the next month of dues three days before I had cancelled my membership. I called customer service and complained to them, but they said that there was nothing that they could do to get me a refund. When I first enrolled with them, I paid first month dues, and last month dues. I could not believe that they will not give me a refund of the dues that were charged three days prior to me cancelling my membership with them. Unfortunately, I have a membership with them for the next two months in which I will not use. Any other legitimate company would refund a consumer the money that 24 hr refuses to refund to me.

I advise any person who is considering a membership with 24 hr fitness to look around at other clubs. For example Ballys and LaFitness. Both of these other clubs charge a lot less for their memberships and they would be willing to help out a customer that was displaced due to a gym closing down.

steal your money and do not enroll you without your credit card #

This is my conversation to the customer service department:

After my call to customer service Ms. Joy (#T1382)

I must see it is my very unique experience with 24 hour fitness. I am very disappointed that 24 hour fitness customer service has been unable to help with my request. My request was simple, cancel my membership as I will be gone in 30 days from now.

There answer, sorry sir as per contract you have been billed last night for the next 30 days until August 15, so your membership will be valid until September 15, to cancel it you should have called on or before August 10th.

Now,
1. I dont know when I am billed because there was a change of plan etc because I havent received any bill, which you should have sent me.
2. This means that I had to call 66 days in advance, even though I understand that everything is in the contract and the last month is paid for and non-refundable.
3. When you give me the long contract, I am told to sign in at the bottom, and not details of the contract, it is standard and without it I cannot join the club
4. The lock in of the last month is practically hidden, so I am actually expected to called in 90 days prior to my last day as it is 30 days prior to my billing cycle. Considering July 15th as my billing date, it should be June 15th, and last month is from August 15th to September 15th. So that means 90 days from June 15th to September 15th. Well that's a pretty strong lock-in period.

5. This is a lock-in, forcing the customer to stay without giving in a chance to pay even a penalty and get away.

6. Last but not the least, you enforce to have a credit card on file, thus making the process invisible and more secure for you than your customers.

I like the club, the people working there, it is a great place and I am sure you have good intentions too but my experience has really made me think, if you have any customer service.

One suggestion, try putting on your bill board "Cancel anytime with a minimum 90 day notice" or "With good customer service I can bring it down to 66 days but you got to give me your credit card number for file"

May I request a reply or a call sometime or an appropriate refund for the payment deducted last night (July 15th).

  • Ap
    apache22222 Aug 13, 2009

    I agreed with you...24hr Fitness will try to get you in and hope you forget about it and bill you every month.

    I had a bad experience like you do.

    Oneday my daughter told me that she would like to take the free trial for a week. I drove her to a local 24 hr fitness center and ask for the procedure. They ask for my credit card. I told the rep that my daughter only want to try it out why need my credit card. the rep said without it they will not process the free trial. ( I was dump enough to provide my credit so they can bill me). The rep sign my daughter for something that not what she wants without her knowing.

    One week later I call and cancel. Then i was told you have to come in personally to cancel...What a scam!!!

    One weekend i walked in and then to cancel then i was told you have to come in in week day M-F 9.00-6.00 pm...what the heck! I have to take a few hours off to just cancel this membership...

    After we have a chance to talk to the Manager and was told that the rep has no longer with them...(probably hiding somewhere...)

    Guys. beware don't let this happen to you...There is no free stuff in this world.

    0 Votes
  • Da
    David852 Sep 05, 2009

    Ive been a member for years i do work late I like to work out and go in the sauna to relax but they close at 11:00 I remember when it was 12:00 that would have been the perfect time. I had spoke to manager the problem was daylight savings . If you plan on joining make sure your get somthing in writing about sauna and steam room should be open till 12am they should also fill shampoo or bodywash every couple of hours not just once a night. I ve seent them ripped off the walls because they dont have any body wash in them so it is making shower look dirty I go to the one in Fullerton Ca off Lemon & the 91fwy Im already thinking of cancelling my mebership ive been a member for over 8 years 20$ a month and some months I dont even go to work out well I guess Im just throwing my money away

    0 Votes

they steal your last month's fee

When you sign up they charge you your last month's fee upfront.

I cancelled my membership on 6/22/09. But on 6.26 they charged my credit card $89 on 6/26 for the month of July 2009.

When I called to tell them that I had pre-paid for the last month when I signed up for membership, they gave me some non-sensical explanation about how there was a 30-day cancellation policy and therefore I was not entitled to a refund. It's bad enough that they impose a 30-day cancellation policy, but this explanation made absolutely no sense. So basically, they made me pay twice for the month of July 2009, once when I signed up and again on 6/26. The guy I spoke with on the phone could not understand how this was unfair (either an idiot or a good actor).

I believe they do this thinking that people forget that they pay for their last month upfront and when they are caught them on it, they give you this 30-day notice explanation which makes no logical sense.

24 hour fitness is dishonest and I will never join them again!!!

  • Jo
    jokrchld99 May 27, 2011
    This comment was posted by
    a verified customer
    Verified customer

    i used to be a manager there. you didnt pay twice for july. your membership should have lasted all the way to the end of august.

    0 Votes