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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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5:16 pm EST

24 Hour Fitness USA Theft on clock in system, employee abusing status.

At the mansfield texas 24-fitness there is an employee whose name is (James brandon Landes): But likes to be called Brandon.

I've been informed of an employee at your Mansfield Texas location, that is committing time theft through the employee clock in system.

The higher ups in this company need to take a look at their own system and see the hours that he was suppose to have, vs what was changed and what he claims he worked when he really only worked less.

Here i was told that Mr. Brandon Landes would tell people he would put 4-10 which was not the actual hours, when really he worked 5-9. He said he did it on days off and told he would do that if they didn't give him hours back.

I would highly suggest a "serious, soon" investigation and held accountability, and check first to see how long hes been doing this and how many hours total in stolen and also to catch him in the act.

If one of my employees did this, this would be a Dismissal / termination/ or reporting theft.

Also as a consumer and devoted member of the 24 hr fitness community, I know this goes against your standards and beliefs as a company, and not how an employee should be representing your brand.

Thank you.

v/r

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7:16 pm EST

24 Hour Fitness USA Bad customer service

I am writing a complaint about the whole staff and service, especially the supervisor, Gigi at 24 hour fitness downtown Los Angeles location. I have never been treated this rudely ever in my life, especially from customer service.

I have been a long time member of 24 hour fitness gym and have been enjoying my exercise with them. The facility is not the best but it was alright for the price I paid.

I bought 10 sessions of personal training but after I used some, my trainer was vacant for a long period of time due to personal issues. Later, I had knee injury and my doctor ordered restraint on physical activity. Meanwhile, my gym membership expired. Felix, the general manager at that time understood my situation and granted me one month free gym access for me to use up my sessions with no expiration date. Upon my inquiry regarding refund of the sessions, Felix said it is possible but a bit complicated so I should just use them when I can.

A few months later when I went back to the gym, a new general manager, Nile tries to tell me a different story. He made me pay for the membership to use up the sessions which he said he would refund later. I inquired about the refund of the sessions just in case my knee is not ready for personal training and gym. Nile says the sessions can be refunded due to my medical issue and will get back to me the next day after calling the head corporation about it. Then, I had a physical assessment with the new trainer to see if my knee is recovered to be trained.

Next day, my knee starts hurting and I found out the gym charged me more than double amount. I called the gym to tell I should stop training and get refunded because my body is not ready for moderate physical exercise. Nile was not there so I left a message. I get no response the following day and next days. Since there are no direct lines and the front staff tells me to call back next time, I had to initiate calling and visiting the gym for 3 weeks. Later, I was told to try speaking with Tony, the club manager, which later I find out that both managers have been out for days and weeks.

I inquired both managers' email address and wrote them. A few hours later, Gigi, supervisor of downtown Los Angeles 24 hour fitness calls. She said she will help me because both managers will be out for a while and she is their supervisor. I was very glad. She did not know the detail so I had to repeat the whole story again. She said I need to bring the bank statement to show the incorrect charge but she cannot refund to personal sessions. I was shocked because both Felix and Nile previously said they are refundable. I explained Gigi the situation that did not allow me to use the sessions. She then quickly changed her attitude claiming that I was "being rude, I harassed her staff, and I should be frustrated longer until Nile returns because I am not accepting what she says". Her voice was overruling and I felt she was using her authority as supervisor to have me make a choice if I wanted my money for membership back. I was getting upset and my body started to shake. Like she said, I was left with no choice but to make an appointment according to her schedule to go to the gym, show her the bank statement for the membership refund and forget about the refund of sessions in order to avoid "being frustrated even longer until Nile returns".

The word coming from the supervisor's mouth that customer should be frustrated even longer was a total disrespect and disregard. I am 32 years old, educator and the treatment I received almost made me cry. I felt so frustrated, devastated, not because she cursed me but there was nothing I could do about it. After all, she is the supervisor who treats customer like that, who else can I speak for better customer service? I just hope I never have to deal with this type of service and for other people, too.

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12:48 pm EST

24 Hour Fitness USA Personal training

canceled personal training after 3 months as goals where met, Club canceled personal training for us at our request. Next month the personal training was reinstated and we were charged $576.00 without our knowledge. It has been 3 weeks and 24 hour fitness has refused to return messages, emails, and requests about our refund. At this point, we consider this theft. We will never use personal trainng at this club again, and will not refer anyone to 24 that may ask.

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11:34 pm EDT
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24 Hour Fitness USA locker room, bathroom

The locker room is a [censored]ing [censored] hole, absolutely disgusting. There's blood all over the sinks and floor, its been there for a week. I went to use the restroom today and the smell almost made me puke. I had to check the bathroom stalls to make sure there wasn't a dead a dead body in one of them, absolute [censored] hole. There are stains from different body fluid everywhere, hair and mold, mildew everywhere, and no one is doing anything about it. The place is completely falling apart. I pay good money to come here and it's not worth it. What the [censored] is wrong with 24 hr fitness! Get it together! You should be embarrassed! This location is in a very nice and high end part of Houston and you making yourself look bad.

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7:53 pm EDT
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24 Hour Fitness USA lack of equipment

There are very few to none of the low weight dumbells at this location. Whether I am there at 3am or 3pm... It is nearly impossible to find dumbbells between the weight of 20 to 30 pounds. This needs to be corrected. Speaking to management there has yielded no results. What is the purpose of paying for a membership and the equipment needed is not there. This negatively impacts anyone who is training. I hope corporate hq can light a fire under management and fix this problem.

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3:30 pm EDT

24 Hour Fitness USA kew hardens ny 11415

I visited this site in person on July of 2019 and requested to cancel my membership. The front desk said they will handle it and nothing was done since July 2019. Now I'm still getting bill so how will I get compensated?
I called again at the Kew Harden location and I've been waiting all day for Don the manager to get back to me. I called again and now I'm getting excuses.
Please help

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6:08 am EDT

24 Hour Fitness USA wrong membership terminated... damn charlie! 😡

When me and my sister both signed up for memberships it was for a 12 month commitment plan which would be then month to month and it so happened my sister had to cancel her membership due to her going to university, but, instead of deactivating her account, mine was deactivated instead even though she was there to show which account was to be deactivated and which was to be left alone (mine to be left alone). The guy who did everything was a guy named Charlie. When confronted about the mis-hap he said he'd fix it on the spot and never bothered. I was still going to the gym but with problems since Charlie never reactivated my account. He lied and took off before things could get more outta hand! I now work at the same gym and I'd rather be working out here instead of working here... At least being able to work out here is free despite me preferring to be working elsewhere. 😒 Charlie: [censored]!

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3:37 pm EDT
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24 Hour Fitness USA my child’s safety and employees failed to report and general manager lack of communication

On Wednesday October 09 2019 my child came home from visiting dad and I noticed a bite mark on her wrist and scratches also. I called her father and he had not noticed due to misplacing his glasses I sent him a photos. Thursday morning he went into the office to make a report and supervisor for kid club said she was never made aware of an incident from her staff and would request video footage to check if the incident occurred at their establishment. The general manager Lon at San José sports club confirmed his findings of the incident said due to technical issue staff member had to write the incident but can't to his office that morning oct 10 to inform him of the details and what transpired . He said he wasn't made of aware due to lack of communication when I asked him why wasn't our daughters father informed my spouse he said he wasn't sure if he was or wasn't but it's procedure to inform all parties which spouse wasn't informed when he picked our daughter up. I kept calling him back to inform him the staff member advised anyone and even their staff because no one knew until my spouse walked in but since Thursday October 10 we have been ignored and put on hold by staff aware of the situation for up to an hour then told management left or to try again next day . We are concerned for the lack of concern and if that staff member is even allowed back to work and if there is an investigation in process and what did the staff do and if she harmed our daughter or told our daughter to not say anything because even our child was scared to talk about it with us which is way out of her character . We have tried to be polite and understanding for all involved but can see something is very wrong and we want answers we can't trust the general manager there now due to complete lack of respect and communication and your staff. [protected] Martha

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10:57 am EDT
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24 Hour Fitness USA miscommunication and manipulating me to make a quota despite my personal veteran issues and readjustment situation. tu

I initally signed up for a basic membership to a place I can maintain my fitness (as a Veteran with help adjusting to a new health regiment.) On the first Day of getting familiar with my $31 Monthly sign-up membership, I was immediately approached by staff members offering and selling me personal trainer dues and payment options. I wasn't aware that I was required to have a personal trainer, plus with my (Military-Personal anxiety) I went ahead and explained that I really need to get back in shape at my "old age of 50" and they agin insisted that I came to the right place. During this process I indicated that I'm on a limited budget and do work at a Hospital for Veterans and my time schedule could be a factor that, s why I chose a "24Hour fitness facility". Then I was asked can I pay a$1800 fee for a fitness trainer which I didn't know I was required to pay as a member so I indicated that I didn't have the money. They then devised a payment schedule and proceeded with a contract and asked me to put down atleast something to get the paperwork started. Honestly I felt axious and kept stating that my schedule fluctuates and again I have to carefully monitor my livelihood. Finally I signed and throughout the process I started to notice a pattern of "if I can pay a litte something before scheduled payment, and time changes due to personal sudden situations on both sides". I admit my trainer Was and Is quite knowledgable but I felt rushed because you can only get a limited exercise in on 50 minute session. When I inquired about cancellation on 3 occasions I was told that the person to talkto either wasn't there or thay would be back at a later date and time. Meanwhile time is still moving foreward and I'm being charged as if I was actively making sessions. Lastly when I finally spoke with the person in charge I presented the texting dialog between the trainer and I and ALL reciepts etc. I was suggested to not cancel because if I cancelled then everything will be terminated regarding my membership. I left the facility extremely uncomfortable and returned a few days later with the intention of cancelling my membership and once again and this time I stated I was going to another facility to process the cancellation. The person in charge had me wait in the lobby and prior to me leaving after waiting and this person not coming back. A receptionist at the desk printed out a cancellation reciept and I Never saw or talked to the person in charge. I checked the detailed in formation and realized Still being charged eventhough VIA TEXT the trainer stated that "OUR SESSIONS ARE CANCELLED". SO I am writing this as a prerequisite to consulting the Better Business Bureau.

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3:33 pm EDT
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24 Hour Fitness USA they terminated my lifetime membership without any notice

In 2005, I purchased a life-time membership to 24hour fitness for approx. $700. I haven't been used the club for many years, so I didn't realize that I forgot to make the payment for the annual renewal(Due Date 1/11/2019) until yesterday on 9/23/2019. ( I contacted them, 1800-432-6348, for some other reason, so I eventually found it out by myself)

I still can access my account on their website, and my balance shows $0, so there is no way for me to recognize that my membership has been terminated.

Today, on 9/24/2019, I contacted them again and they admitted that they didn't send me any notice for the late payment or membership cancellation. The customer service told me that they can't help me to reactivate my lifetime membership. I strongly feel that the company didn't send me any notification either by email, mail, or phone, on purpose.

Any advice would be greatly appreciated.

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Cammon
, US
May 23, 2022 5:48 pm EDT

I have been a loyal customer since 2003 and I just found out my membership was TERMINATED. This is unacceptable. My account is on AUTOPAY, and always has been. I never received a letter, call or email. Ridiculous. The staff at the gym were snippy and game me ZERO answers. I'm and IFBB athlete that has trained for EVERY single competition at these clubs and have brought so many customers their way. They have to make this right. Get a hold of last name Cammon please.

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Anonymo625601
Pinole, US
Jun 07, 2023 9:52 pm EDT
Replying to comment of Cammon

I just found out my membership got terminated as well. Did you ever get it resolved? Can we sue them for this?

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BClarke4
, US
Oct 15, 2019 6:41 pm EDT

This is exactly what happened to me. However, I kept calling them until was able to speak to a supervisor. They told me they requested reactivation of my account and that I would be contacted in a week's time. A almost two months have past and they still haven't contacted me. I tried calling them back but now I notice that all their phone numbers have you wait by no one picks up. I think 24hr Fitness is doing some shady practices.

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10:12 pm EDT

24 Hour Fitness USA membership dues increase

To whom it may concern,

I have been a long-standing member of 24-Hour Fitness since April 7th, 2011. My monthly dues started at $14.99 and have been steadily increasing every year thereafter.

Personally, I feel that all the yearly increases have been unfounded since there has been no extra benefits increased to my membership. There is still only one Club close to my household and since I moved in 2011, the closest club is more than 7 miles from my home.

Even with these inconveniences to me, I have continued to pay my membership every month.

However, the last increased I suffered this past July 2019 from $17.87 to $23.22 represents a 30% increase to my membership, these amounts include taxes.

My membership agreement clearly states that my monthly dues may only be increased a maximum of 5%, once per calendar year.

I have been in contact with customer services, but the agent was not helpful and refused to take any steps to assist me with this issue.

I am extremely upset with this latest increase, not to mention that I am also a member of LA Fitness since 2001 and they have never even once increased my membership rates.

I want to maintain being a member of 24-Hour Fitness, but you are making it extremely difficult for me to maintain being a valued long paying member that I have been since 2011.

I would like the latest increased reduced and my monthly rate reduced to my previous rate if $17.87 a month.

Please I would like to be contacted by email or phone to see how this issue can be rectified.

Thank You in advanced.

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12:56 pm EDT

24 Hour Fitness USA 24 hour fitness terminated my lifetime contract without notification / disabled my online account

I signed up for the 24 hour fitness lifetime plan of $750 USD with renewal of $24 a year. I did not used the gym for several years due to injury and other circumstances. They suddenly terminated my membership and now they've deleted/denied my online account.

If others can, please chime in how they were able to reinstate themselves. I am aware there is a class action lawsuit with 24 Fitness for premature termination.

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9:13 pm EDT

24 Hour Fitness USA kids club

Hi my name is Maria, I've been coming to 24hr fitness since it was Bally's ..(I miss their customer service and kids club) . After having my baby (6 months now) i started coming back to the gym (3 weeks ago) and ohhh boy I never had so many excuses in the kids club like now .. that they are fixing the kids club, assembling playground, completely full, no one is available, running late, bla bla bla .. out of those 3 weeks I've only worked out probably 5-6 times why because their kids club not available.. they send me to nearest one but since they are close or not available usually others are full as well ..they should hired more ppl to work in the kids area .. mothers like me have to wait for hrs outside just to have some space for their child .. it's unbelievable how it seems the manager doesn't care ... unfortunately i have no other option than try or stay at home since I don't have babysitting ..

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2:26 pm EDT

24 Hour Fitness USA Cleanliness everyday

This is from Ms. Braiden [protected] and Ms. Avnes [protected]. We have complained numerous times to the so called manager for months regarding the cleanliness of this 24 Hour Fitness and nothing ever gets done. All of the fans are so filthy that after I am in there doing the class I am unable to breathe, the bathrooms and machines are disgusting, the floor in the exercise room when the fan is on the loose hair twirls in circles. We can have signatures by your members if needed as we are definitely not the only people with this complaint. We have friends that refuse to go to this Fitness Center due to the uncleanliness. We have been a member for years and would like to continue but, if this doesn't get resolved we will have to go someplace else. The worst part is that the employees just sit at the front desk talking and gabbing and sometimes they ignore the customers until they are finished. No one has ever seen any worker pick up a piece of paper, walk around to see how everyone is doing and most of all do anything other than gossip. We don't like to go over anyone's head but, they left us no choice. Please get this matter resolved. I enjoy going to Pleasanton/San Ramon but, it is out of our way as we live in Castro Valley and shouldn't be inconvenienced because of lack of duties on your part.
I hope this matter gets resolved real soon as we have all had enough of the filth and dirt at this 24 Hour Fitness.
Thank you

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9:59 pm EDT

24 Hour Fitness USA showing sexually explicit music videos managed laughed in my face when I voiced my complaint

This location shows music videos that are extremely disrespectful to all women! We have complained several times to staff and the manager at that location and all we ever get are shrugged shoulders, smirks, or excuses that they have no control over what is displayed on the "corporate" channel. That's right, they display this disrespectful trash on their corporate channel that runs all day. We're pretty sure all the locations hav the corporate channel on all day. How awful and unacceptable! The last time we checked, a lot of women workout at this and other locations. If corporate and the employees of this gym need to watch trash like this, let them do it on their own time. We pay our membership fees and we deserve clean comfortable environment to work out in. Stay away from this location! Management doesn't care about your concerns or about values, morals or respect for everyone

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Donalisa Santos
, US
Oct 26, 2019 2:31 pm EDT

Oct 26, 2019
24 Hourfitness @ Lemon street in Anaheim, CA.

There a machine nobody was using it had a lady bag on it, no one has been there. I decided to use that machine. Then the personal trainer name Robert Hernandez told me that they are using it and asked me to leave when they haven't been there at all. they were using a different machine at that moment. They tried to claim that I should leave when no one is using it and cause the lady who was getting trained just had her make up bag there she claims that I shouldn't use it with that personal trainer trying to stick up for her. She says that they are using that space where they are now and surrounding them they will be using and want me not to use it. As you can see where that older guy is using and the machine, Plus where that half of tire and more that I can't use cause they are occupying it all plus the rolling machine I was using. They are telling me to stay away from it. That's BS.

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11:54 am EDT

24 Hour Fitness USA Conduct

To: 24-Hour Fitness -
Attn: Director of Operations/ Risk Management

RE : Improper filming - photo taking by 24-hour Fitness employee

Date: Aug -23-2019
My name is Jody Glade - I am a member of your Las Vegas Summerlin branch for approximately 3 years. I have never had any incident or violated any 24-H policy since my enrollment.
A couple weeks ago - a 24-hour Fitness employee, Will Cambell, took my photo - Mr. Cambell said he was taking photos of a client and did not take my photo. If this is true, then he made every effort to simulate taking my photo…I was the only person in the immediate area - he pointed the camera/phone directly at me - and paused, then walked away. If your gym has CCTV of the main gym floor- please review it and make your own determination.

I'm not claiming any damages at this point…unless the photo/video of my person, turns up in a negative manner. I am submitting this complaint, for the purpose of requesting a thorough review by your management as to why this occurred and who motivated it.

Background information:
I have been harassed by the FBI since 1997 - this is simply a matter of fact. The FBI has tried many angles to charge me with a federal crime, to no avail. They have recently attempted to establish that I'm angry/ violent / red-flag personality (paraphrased) This is important for a couple of reasons:
1. Why would the Las Vegas FBI use your employees and facilities - to "test" my anger and potential for violence - during the peak hours at the 24-hour facility - full of members?
2. Did the FBI seek proper approval - or just take advantage of the staff to participate?

The FBI did not need a photo of me - and they can surely take their own or access my passport or NVDL and I would never know the difference - This incident was DESIGNED to instigate a confrontation -with the hope I would overreact. The LVFBI did the exact same thing (scenario) at my dentist office a few months prior…a dental tech took my photo while I was in the waiting area…without consent.
I mention this information because it's really the primary issue - The Las Vegas FBI has a reputation for misconduct, over-reach and blunder. In this case, I was the adult in the room. I would ask, for a formal inquiry with Mr. Cambell and the Summerlin facility manager - I would ask, that 24-hour Fitness seek a formal response from the Las Vegas FBI Special Agent In-charge - as to their use of your facility and employees, creating a blunderbuss liability for 24-Hour Fitness.

Please contact me at any time for questions or further information -
Jody Glade,
Summerlin, NV [protected]

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7:37 am EDT

24 Hour Fitness USA club’s jacuzzi, water extractor for wet clothing

The Jacuzzi is often out of service because the chlorine is not titrated properly especially in the early mornings when most members want to use it before going to work.

The water extractor for wet clothing is often inoperable, which doesn't allow you to wring out wet clothing before putting it in your bag.

Members deserve a club that is fully operational.

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10:15 pm EDT

24 Hour Fitness USA disrespectful staff who don’t know how to work with people.

Today I excitedly walked into the gym and walked over to a friend on the treadmill about ten steps away from the check in station. Within seconds I was told rather rudely that I didn't check in yet. I was only tying my shoelace and had not even began working out. I felt under attack as though I was a thief sneaking in and I felt embarrassed in front of my friend. I returned immediately to share with the staff member that had approached me and simply stated that I understand I needed to sign in but that he could have used a friendlier tone. He and I was discussing the situation when another staff member stepped in although it wasn't necessary. His tone was worse, stern as though I needed to realize that I had been the one who made the mistake. He spoke sternly and brought me close to tears. He didn't not step back or try to soften his tone nor did he try to offer any level of respect which I saw as demeaning. I stated that even when he was representing a company and on the front lines and his attitude was not very welcoming. He just kept saying "Have a good workout" without a smile or even dropping his rude attitude. Finally, the first staff member offered to call up a manager for me when I ask if the other person was a manager.
The manager came and listened while I let my tears out. I shared that I understood that I hadn't signed in but they could have just as easily reminded how this is a crucial step to keeping everyone safe, security reasons, etc.. the second staff member's rude, disrespectful tone and determination to set me straight isn't making me feel welcome and safe. I was told by the manager that he apologized on their behalf and also he shared that most of his staff had only been on the job for 8 days and that he would take them back to do a coaching lesson so they will know how to be at the customer service station. Seriously, staff should know how to be human to the clientele and make them feel valued so that we come in excited to workout.
But I left in tears and met a member who was coming in who showed remorse and shared that the values of 24 hour fitness are going downhill. We should not be made to feel like $$ dollar signs. I felt judged for being an a woman of color who was just getting emotional. After speaking more with the kind member I chose to go back in not to make any points but because I'm actually paying to have access to this gym and if they can't value me then perhaps I shouldn't be spending my money there. I also feel that I am spending more money on my account although the prices being advertised are much lower.

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12:11 pm EDT

24 Hour Fitness USA no wireless accessibility...

I am a member at the 24 Hour Fitness 3800 24th St Suite 2, San Francisco, CA 94114 and they have been telling the members for years that they are going to get wireless access since it does not have any TV's on site. They had the access points installed in January but still no wireless and it is very frustrating to all the members. How cheap can this company be?

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3:12 pm EDT

24 Hour Fitness USA member/ instructor

Tressa York is a member of 24 Hour Fitness on Columbia Tech Center before she became an Aqua Instructor. When at the gym, I get the feeling she acts like she is the only one there. She is loud, rude and has no manners, and it makes me wonder how she was an applicable candidate to become an instructor at the gym.
We all pay dues at the gym but she acts like she owns the gym. I'd been going to the gym for a very long time now. I am always early to save my spot, but Tressa York doesn't mind if you arrive early and will squeeze her yoga mat right next to mine just to be close to the fan. But people are already there and I don't know why she thinks this is appropriate because I feel it is rude to others because we're all there to exercise and not looking for a fight.
I didn't want to escalate this any further until she hit me in the shoulder walking into the bathroom. There was no apology or acknowledgement and I feel like it was on purpose after I had a word with her in the classroom. I just want to ask for your help paying attention to this employee of yours, because I have the feeling she could escalate this further and I feel threatened to go to the gym while she is around. I really would not like this to end up in a fight as I have been going to this gym to exercise for 8 years and would appreciate if some action could be taken. Thank you.

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Phone numbers

+1 (800) 432-6348 +1 (888) 243-5002 More phone numbers

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