The most trusted and popular consumer complaints website
Explore your opportunities! Create an account or Sign In

24 Hour Fitness / terrible customer and equipment management!

1 United States Review updated:

The Agassi 24-Hour Fitness in Las Vegas continues to be one of the classier fitness facilities in Vegas. Additional positives have come into form during the past year; perhaps tied to several new members of the staff, which includes new fitness management and front desk personnel who regularly offer their assistance and kindly greet members.

The following are simply a few things that the club could easily change and improve upon in order to step its image a few more notches; allowing members to continue to be proud that they are a part of the Agassi health club.

Though there are other clubs in the area, e.g. Las Vegas Athletic Club on Rainbow or the Summerlin Gold’s Gym at Lake Mead and Buffalo, unlike several friends and associates, I’ve never selected the option to end my Agassi membership considering the club presents a number of positives; for example it’s more easily accessible and often times less congested. Plus, I’ve been a member of 24-Hour fitness for many years. However, please take into account the following items. If they were addressed it would present some big improvements.

The locker rooms are not regularly cleaned. The locker room floors and showers continue to be consistently dirty. Simple ongoing maintenance is neglected. The floors are dirty and corroded. Certain lockers are worn, damaged, or missing parts. By the sinks the old soap pumps at the counters were finally removed and reliable dispensers mounted on the walls. Those turned out great. However, for a long period of team the disgusting holes in the marble counters where the old pumps were stationed remained uncovered. It looked like a gas station counter. It just seems that the club could and should try to keep a better image for their customers. Also, in the showers there is ongoing buildup along the edges of the walls, drains, and tile. The small soap shelves in the showers are left rusted and broken off the hinges. It would just take a few repairs and an occasional strong cleaning.

Also, equipment is not maintained. The simple process of oiling, tightening, and repairing equipment is seldom performed. Even when a customer such as myself points out the equipment that needs maintenance there is little to any response to the request. Eventually, members begin avoiding specific pieces of equipment because it becomes obvious that it will never be maintained or repaired by the health club. For long periods of time the same pieces of equipment are left with broken parts or squealing hinges or missing components. The health club could simply do a daily spot check of equipment. Ensure it’s operable and balanced. Currently, equipment remains unusable for extended periods of time. It is nice that occasionally a tag indicating the equipment is unavailable is affixed, however it seems that even when the problem has been mentioned to the front desk, written by them on a maintenance clipboard, in the end the problem appears to continue. Certain pieces of equipment continue to show signs of loose parts and may wobble back and force when someone tries to use it. Some members quickly loose their motivation when it’s difficult or uncomfortable to use a piece of equipment and they become discouraged and stop their exercising. In such a high end club it’s surprising that there is not a maintenance person designated to regularly check all equipment; allowing them to tighten parts, clean equipment, oil joints, and adjust belts.

Children, perhaps early teens, are allowed to roam about the club, jumping between equipment, and often times just playing games, without any parental supervision. There are 24-Hour Fitness policies that restrict that type of activity.

It’s just that occasionally it appears that the unoccupied personal trainers do not offer their input and assistance to members. Often times the trainers who are not working with customers who have purchased training sessions (which I have purchased on many occasions) can be seen standing or sitting to the side chatting with each other. When off in the distance it’s evident that members are attempting to figure out how to properly use equipment. Those trainers could be providing their input. They could be promoting safe and effective use of the equipment that members have paid to use. Tied to the topic of personal trainers it seems that equipment is sometimes held hostage by certain personal trainers; occupying a single piece of equipment for upwards of thirty minutes. The equipment is not even fully utilized during that timeframe. On the contrary, other exercises are performed in front of the equipment. It would be much more courteous for those trainers to perform the exercises that do not involve the equipment, away from the equipment. There is no reason for them to hold the piece of equipment hostage for long periods of time when the equipment is only utilized 20% of that timeframe; not fair to other customers.

Sort by: UpDate | Rating

Comments

  • Ch
      1st of Dec, 2007
    0 Votes

    I agree, but the women's restrooms are very nice and clean. The problem is that the trainers are not paid enough money to help out in between waiting for their clients, they need a bigger cut of the session fees, then we will see a big difference in their attitudes. I think they are great, always friendly and helpful if you ask, but face it no one wants to work for free.

  • Be
      3rd of Jan, 2008
    0 Votes

    I totally agree with everything that has been written. The only reason I continue to go to this club is the convenience. THe club is dirty and the machines are not taken care of. WHen I mentioned the dirtiness to the front desk they replied that they had lost their janitor!!! The machines are often out of service for long periods of time and other machines are wobbly as stated in the previous email. If you try to practice basketball you are run off by people playing full court basketball... SOmething needs to be done to improve the quality of the club.

  • Ri
      9th of Jan, 2008
    0 Votes

    This club could be so much better than it is. The location is great but it just isn't clean enough. The pool area is always dirty so I stopped swimming in the pool. The spin teacher, Eliza, is awesome and is pretty much the reason we go there.

  • Jo
      12th of Sep, 2009
    0 Votes

    Most of the front desk girls are young and have a not care attitude and who would rather be talking on their cell phones than to work by keeping the club clean and stocked up. There is no manager at the club for a few months now and every morning I go there, there is never any towels in the women's restroom, the soap dispensers in the showers are not filled, no sanitizing wipes in the dispenser. Everything in the gym is disgustingly filthy as though they have not been wiped down in a long time. This is an Agassi Super Sport gym and everyone who goes there pays extra money to be a member so the QUALITY of the gym needs to be superb, clean, fully stocked and most importantly providing EXCELLENT customer service. Most of the young girls are very very RUDE.

Post your comment