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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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C
11:18 pm EDT

24 Hour Fitness USA rude treatment and the worst employees

I have been a member of this gym for more than two years, until today. I had a bad experience in the Pasadena branch, where the staff is the worst, they have a guy who is personal trainer, by the way he is kind of overweight to be, but they went with an idea of leaving an special area for personal train, where you can't use the equipment, even if they are not using, is absurd and this guy was very rude he actually grab from my hands a piece of equipment that nobody was using.

That kind of ideas and attitudes are not in your contract, but if you want an advice stay away of this gym.

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R
2:26 pm EDT

24 Hour Fitness USA bad management - no preventing of abuse between members

Regarding the Sun Valley Mall 24 Hour Fitness facility, I spoke with a manager named Damon today...and Damon is a nice man, but, he and his co-manager Carlos are upholding company policies which are abusive to customers.

My major peeve is that the 24 Hour Fitness policy is for staff to do no policing of member behavior with respects to being civil to other members, and to share equipment rather than monopolizing equipment once a member is using a particular piece of equipment.

Last night, 8/6/08, I waited until 8PM or so to go to the gym so I was not there at peak use hours. During this work out, I had 2 unpleasant experiences, one of which resulted in me suffering through one of the clubs meat head customers using a lot of vulgar, threatening language on me, directly in front of one of the club employees (Mike - 50 year old, seasoned trainer types). I had asked the other member to allow me to work in with him on a particular weight lifting machine...he had just completed one set, and he told me that I could not use the machine until he was completed with two more sets...accordingly, the other member refused to share the equipment and as I walked away, he offered me a pleasant "### you."

I promptly went to get Mike the trainer...& Mike came back with me (which took about 2 minutes) and Mike asked the member why he would not share the equipment...and the other member said he only needed the equipment for 60 seconds...which is nonsense...no one does 3 sets of the same lifting excercise in 60 seconds...Mike accepted the other members story, and when I pointed out the folly of the discussion, the other member let out a string of threatening vulgarities...lots of ### yous, and you are an ###...etc etc etc...and Mike refused to require the member to stop with the verbal attack...and instead, Mike became animated with me and using a loud tone of voice expressing that I was not letting him do his job.

My view is that it was Mike's job to require the sharing of equipment amongst members, and to require all members to behave civilly...but this is not what occurred. Instead, the situation was escalated, and the possibility of having a true physical confrontation was very real.

The sad thing is that I have had other, previous protracted discussions with the club's manager, Carlos, as well as another manager named Damon...as well as their District Manager...and they felt no need to police the behavior of their members, or to require a pleasant sharing of equipment amongst members. I addressed the issue thoroughly with them, and they "blew me off" and said that this was a non issue, and 24 Hour Fitness felt no need to do a better job of policing their facilities.

My thoughts with readers of this "letter" is to simply be aware that when you buy into 24 Hour Fitness facilities, that it is an inexpensive facitily with lots of access hours, but the management and safety are minimal...the clubs I have seen, including the Concord Sun Valley Mall facility are not particularly clean (particularly the showers and bathrooms)...towel and cleanliness requirements of the members is almost non existant (anyone read about the staph viruses/infections that have come to exist in recent years?)...and one has to be prepared to have conflict with other club members if you want to have access to the equipment because club employees are told to leave this kind of conflict up to the members to work things out.

Club Employees and managers like Carlos and Damon fear the possibility of losing their jobs, so they do not bring these issues up to their superiors...and if members ask to talk to upper management customer service phone lines, they will find that the customer service clerks offer to let you write letters or to talk to the local managers like Carlos and Damon, who do nothing and fear talking to superiors about policies that serve customers.

I have asked to have my initition fees refunded and my contract cancelled so I can join a new club that I prefer to be a part of without having these costs for a second time, but Damon has said that it is unlikely that I will be refunded money or to be released. What a sham...everyone knows that these excercise clubs end up dispappointing customers...this is just another example. 24 Hour Fitness is just another club looking to get your fees, then provide the absolute least amount of services possible. I suppose one gets what one pays for...you pay cheap, you get cheap and low class.

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Little Jimmy
, US
Jul 22, 2009 10:27 am EDT

ITS A GYM. YOU HAVE TO WAIT YOUR TURN. There are other exercises you can be doing. You need to understand gyms are used by "meat heads". Either learn to act like an adult and not got tattle tailing to the teacher or leave and join Curves.

ComplaintsBoard
R
12:47 pm EDT

24 Hour Fitness USA unhelpful staff - can't use equipment

During 2008, I have been working out at the Concord CA Sun Valley Mall facility, and I am amazed at the bad service the staff and managers provide. My understanding is that Carlos is the General Manager, and a man named Damon is the "floor manager". Both men are polite, but they have the following attitude:

" The Corporation does not allow local management teams to have adequate staff to watch over the floor for customers who abuse the equipment by sitting on the equipment and resting on it, instead of allowing other members to access the equipment. This is a ruse because the truth is that there is plenty of staff to casually look at what is happening on the floor...and if the staff was told to do so, they could easily see who the abusing customers are, and they could require the customers to behave properly or require the offending customers to leave. This is basic gym etiquette and those who do not get to use the equipment are left to be frustrated or to have confrontations with other gym members."

Other points I would like to make are:

1. I recently asked another Sun Valley Mall/24 Hour Fitness gym member if I could "work in with him" on a piece of equipment, and his answer was the he wanted to complete 2 more sets after having just completed one set, before he would share the equipment...when I told him I didn't feel that this was appropriate, his response was "### You". I went to a seasoned 50 year old employee named Mike...who came and addressed the abusive customer, and the employee felt that it was the right for the abusing customer to control the machine for several minutes (about 10 minutes. although the customer said he only used it for 60 seconds)...and the employee observed first hand that the other member verbally abused me with a round of what an ###, ###ing jerk, etc etc etc that I was for asking to get to share the machine. When I pointed out to the employee that this was inappropriate and I felt the other member should be required to leave, the employee said that he had no authority to make the other member leave, regardless of the threatening and vulgar language that was being used.

2. the same employee (Mike) noted in point #1 above told me that the current ownership/management (according to the employee, Home Depot bought out the 24 Hour Fitness business) is acting like the previous ownership/management with respects to safe use of equipment. Employees are directed to not circulate amongst the equipment using customers to correct them when they are misusing equipment. Many pieces of gym equipment, especially weight lifting equipment, can cause severe injuries and even potentially death. However, employees are told that all customers/members sign "injury waivers" so, the members are allowed to do unsafe things. This speaks to the philosophy of 24 Hour Fitness Management. There is no "right or wrong" in their facility...just what makes money.

3. The only truly good thing I can say about the 24 Hour Fitness business is that it is cheap, and if one is willing to work out very late at night...say 9 PM or later...or in the early morning hours of 12 AM - 6 AM, there is good value to be achieved without much aggravation. However, if members must use the facility during busy hours, the members are sure to be aggravated and subjected to confrontation if one wants to ask to share equipment with the meat head muscle freaks, or if one asks to share equipment with the simply selfish or uneducated gym users. Certainly there are many members who are pleasant and willing to share...but there are many who are not...and the 24 Hour managers and staff are actually directed to not require reasonable behavior from all members.

4. If I did not have a prepaid, 1 year full membership, I would go use another gym. Bally's has better & newer equipment and a nicer, cleaner environmnet...but they have a little more cost and fewer hours of availability (5 AM - 11 PM)...and, Bally's pushes for 3 year contracts (although when pushed, they do offer "today only specials" where you can get one year contracts).

5. To make a complaint other than to the local manager who is in charge of "damage control, " is next to impossible. If you call "customer service", they turn you back to the local managers like Carlos, who is in charge of making sure nothing gets addressed.

I suppose I should just realize I need to work out in the late evenings or early mornings...and accept what 24 Hour Fitness is all about...an inexpensive, no frills gym...that is not at all interested in creating a pleasant environment. Clearly, the method of management puts members in conflict...one either has to shut up, or be prepared to have conflict with others...including some of the low class, pumped up muscle heads that frequent 24 Hour Fitness.

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onemanhero
Thisisafakecity, US
Mar 31, 2009 6:47 am EDT

Are you serious? You asked to work in with someone and when they refused (which they have the right to do) saying they wanted to complete just 2 more sets, you told them "[you] didn't feel that this was appropriate"?
He had already completed 1 set you said, 3-4 sets is natural for any exercise and you couldn't wait for him to complete his full 3?

I was definitely in support of your anti-24 hour fitness complaint until I read that ###. You are the ### that couldn't wait or do another exercise while he did 2 more sets - as if 10 minutes, even if it really did take him 10 minutes, is so much time to wait.
You probably elongated the time you had to wait by telling on him and making some staff member talk to him. Then there's the part of him that probably wanted to work out slower because an impatient [censored] like you was waiting on him. Good job ###.

I dislike 24 hour fitness because many of the 24 hour fitness buildings I have been to have been dirty or have had staff with poor attitudes. I have also had my own beef with one of their scam tactics.

However I dislike impatient [censored]bags like you even more.
Please continue going to 24 hour fitness so I won't see you at the gym I go to.

ComplaintsBoard
H
1:23 pm EDT

24 Hour Fitness USA Refund policy sucks

Well, this happened over 3 yrs ago, but I found out about this forum this morning...hence reporting this!

I joined 24 hr fitness about 3 years ago, and I paid them $500 for a set of 10 sessions with a personal trainer. I only went for the 1st session where they check your weight and BMI and give you a tour of the facility. 2 days later I found out that I was pregnant(and had some complications) and the doctor asked me to lay off exercises for sometime since I had never done it before. I asked 24 hr fitness for a refund and they said it couldnt be done.

Every time I called the customer service they would transfer me to a different person and I would have to tell my complaint all over again. Later they asked me to send them a letter from the doctor regarding the same, which I did. Its been 3 years now and I still haven't got my money back. I have resolved NEVER to go back again!

I understand that the deal with policies but there should be exceptions made, especially when one has a valid reason and a Doctor's letter to prove it.

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6:14 pm EDT

24 Hour Fitness USA Poor customer service

I have tried to file a complaint about an incident that occurred at the 24 Hour Fitness facility in Anaheim when I visited on July 4th. I've left 6 messages for the manager at the Anaheim facility but he still has not returned my call. When I contacted the 24 Hour 1-800 # that they offer on their Web site, I was given the run around. I was given another number that was a call center in Panama and of course, they couldn't assist me.

It's amazing to me that a company this large doesn't have a good customer service department that takes proper care of members' concerns and problems. I've been a member of 24 Hour Fitness for over 20 years and I am very disappointed in this fitness company!

--Natasha ([protected]@yahoo.com)

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Ed Ramos
, US
Nov 03, 2020 2:38 pm EST

Wow, unbelievable it is that after all these years 24 Hour Fittness doesn't know how to take members off recurring payments. I have limited resources and want to make sure that 24HR will remove me from the reoccurring payments. They say they can only do that 30 days before the bill is due. I'm 68 and live on social security and want to make sure that they don't take my money automatically. As budgeted if they take the money I would or could be left with insufficient funds and a $35 bank charge for every other charge that becomes overdrawn. I have been a member for at least 9 yrs and would walk in and pay. When I asked for a manager he said he was in a meeting, but I could hear the voice in the background giving him advice. That's such an evasive tactic to shore up their side of the financials but end up passing other cost onto their loyal customers and it's such a small request to ensure I can pay my bills without sacrificing my budget.
PLEASE STOP MY REOCCURRING PAYMENT WITHDRAWALS
PLEASE STOP MY REOCCURRING PAYMENT WITHDRAWALS
PLEASE STOP MY REOCCURRING PAYMENT WITHDRAWALS
Well it works in happy ending tales.

G
G
GDawson
, US
Apr 21, 2016 12:03 am EDT

For years I have been trying to get the music turned down as My ears hurt because of the loud non stop music. No matter how many times you ask the front desk or call corporate in California it just never changes. You would think that a company that is into fitness would understand we are going death and causing problems with the hearing in people. My workouts are cut short as the music is always to loud.

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ex-employee SoNo Cal
Los Angeles, US
Oct 06, 2010 6:33 am EDT

Been there... worked there for 2 years. It's sad but very true from city to city. *sighs* One thing to be said is that the gyms in Northern California are fantastic compared to those in a most of the Southern California locations. Only if you all knew what goes on behind closed doors. :0( Another thing is... all the staff can't go hoover the floor. Sales counselors are forced to make calls and harass people for leads all day while trainers are no longer there all day. Trainers have to clock out and leave when they don't client because 24 hour fitness won't pay them if they aren't with a paying (as in personal training) customer. This leaves the majority of the staff in a position to only due the work to get more members while not addressing the concerns of the current members.

D
D
Debbie
,
Aug 26, 2008 10:54 pm EDT

I disagree with the complaint listed because the person complaining sounds like a trouble maker. No one has the obligation to get off a piece of equipment just for your use. If you want to use some equipment, WAIT YOUR TURN. There are plenty of machines around the floor that are empty. Use another machine while someone else is using the machine that you are interested in. Some people like to work out by themselves and do not want to share your sweat or small talk. Don't bother people just to get what you want.

R
R
Roger
,
Aug 07, 2008 12:49 pm EDT

During 2008, I have been working out at the Concord CA Sun Valley Mall facility, and I am amazed at the bad service the staff and managers provide. My understanding is that Carlos is the General Manager, and a man named Damon is the "floor manager". Both men are polite, but they have the following attitude:

" The Corporation does not allow local management teams to have adequate staff to watch over the floor for customers who abuse the equipment by sitting on the equipment and resting on it, instead of allowing other members to access the equipment. This is a ruse because the truth is that there is plenty of staff to casually look at what is happening on the floor...and if the staff was told to do so, they could easily see who the abusing customers are, and they could require the customers to behave properly or require the offending customers to leave. This is basic gym etiquette and those who do not get to use the equipment are left to be frustrated or to have confrontations with other gym members."

Other points I would like to make are:

1. I recently asked another Sun Valley Mall/24 Hour Fitness gym member if I could "work in with him" on a piece of equipment, and his answer was the he wanted to complete 2 more sets after having just completed one set, before he would share the equipment...when I told him I didn't feel that this was appropriate, his response was "### You". I went to a seasoned 50 year old employee named Mike...who came and addressed the abusive customer, and the employee felt that it was the right for the abusing customer to control the machine for several minutes (about 10 minutes. although the customer said he only used it for 60 seconds)...and the employee observed first hand that the other member verbally abused me with a round of what an ###, ###ing jerk, etc etc etc that I was for asking to get to share the machine. When I pointed out to the employee that this was inappropriate and I felt the other member should be required to leave, the employee said that he had no authority to make the other member leave, regardless of the threatening and vulgar language that was being used.

2. the same employee (Mike) noted in point #1 above told me that the current ownership/management (according to the employee, Home Depot bought out the 24 Hour Fitness business) is acting like the previous ownership/management with respects to safe use of equipment. Employees are directed to not circulate amongst the equipment using customers to correct them when they are misusing equipment. Many pieces of gym equipment, especially weight lifting equipment, can cause severe injuries and even potentially death. However, employees are told that all customers/members sign "injury waivers" so, the members are allowed to do unsafe things. This speaks to the philosophy of 24 Hour Fitness Management. There is no "right or wrong" in their facility...just what makes money.

3. The only truly good thing I can say about the 24 Hour Fitness business is that it is cheap, and if one is willing to work out very late at night...say 9 PM or later...or in the early morning hours of 12 AM - 6 AM, there is good value to be achieved without much aggravation. However, if members must use the facility during busy hours, the members are sure to be aggravated and subjected to confrontation if one wants to ask to share equipment with the meat head muscle freaks, or if one asks to share equipment with the simply selfish or uneducated gym users. Certainly there are many members who are pleasant and willing to share...but there are many who are not...and the 24 Hour managers and staff are actually directed to not require reasonable behavior from all members.

4. If I did not have a prepaid, 1 year full membership, I would go use another gym. Bally's has better & newer equipment and a nicer, cleaner environmnet...but they have a little more cost and fewer hours of availability (5 AM - 11 PM)...and, Bally's pushes for 3 year contracts (although when pushed, they do offer "today only specials" where you can get one year contracts).

5. To make a complaint other than to the local manager who is in charge of "damage control, " is next to impossible. If you call "customer service", they turn you back to the local managers like Carlos, who is in charge of making sure nothing gets addressed.

I suppose I should just realize I need to work out in the late evenings or early mornings...and accept what 24 Hour Fitness is all about...an inexpensive, no frills gym...that is not at all interested in creating a pleasant environment. Clearly, the method of management puts members in conflict...one either has to shut up, or be prepared to have conflict with others...including some of the low class, pumped up muscle heads that frequent 24 Hour Fitness.

ComplaintsBoard
M
10:53 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

24 Hour Fitness USA Heat / lack of air conditioning

I tried working out at the gym, and the workout area is not ariconditioned that I could tell, nor can the windows open. I saw only one fan moving the air. because of the people working out it was hot and humid. I asked the front desk if there was any time of day when they air condition the workout area and they said that the corporate office has told them not to do so. I think it is dangerous to workout in those conditions. I also work out at another 24 hour fitness in another city and the conditions there are fine and the gym is kept at a modest temperture regardless of the number of poeple working out.

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Frisco Tx
,
Sep 19, 2008 3:40 pm EDT

I belong to 24 Hour Fitness in Frisco Texas and that sounds typical. They have to use de-humidifiers in the spin room and group exercise room because of the humidity in the gym. I have been in the spin class when there is condensation ¾ths the way up the mirrors due to 90% humidity. The air in the room is thick, stale and heavy and these ‘geniuses’ at 24 Hour Fitness refuse to do anything about it. I agree it is not safe to work out in those conditions. Don’t even get me started on the smell! I mean I know it is a gym and not a rose garden but seriously there is a limit that should be tolerated.

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V
4:20 am EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

24 Hour Fitness USA terrible company!

I canceled my membership when my friend who worked in internal investigations for 24 Hour Fitness was terminated for what I believe is whistle blowing. Heres the kicker, it took 24 Hour Fitness 5 months (after I notified them of my request) to cancel my month-to-month membership. They continued to take money out of my checking account - like many others I see on this website. In fact, this is how I found this website. My friend said that it didn't surprise him that this delay happened, and that I wouldn't be able to fix things right away. This made me think that this happens way more than what I read here.

Ok, first of all I am very upset as I write this. It is interesting that my friend, who was working as an investigator or loss prevention employee, was terminated after he uncovered unlawful and ethical issues involving lower, middle, and upper-management staff. He said he couldn't tell me specific details about this at this time. I do know that he was devastated when he was terminated, as I know that he dedicated his everyday life to helping the members at 24 Hour Fitness. I asked him why they terminated him and he said that they didn't give him a reason, but he said that he had received a positive review and a raise just a month before. I know from talking to him (he was always at work) that he was dedicated to his job and did things like talking to members about their lockers, cars, and how they could prevent their cars from getting robbed.

I am writing this story because when I last spoke to my friend, I found out he had been blown-off by the legal department at 24 Hour Fitness leading up to his decision to sue them in court. He mentioned to me that his attorney just filed a lawsuit against 24 Hour Fitness in Orange County. Being that he was an internal investigator or loss prevention employee (I don't know the difference but I know that he looked into safety, ethical, and criminal problems) I know that he has witnessed all sorts of bad things that occurred and were tolerated on a regular basis. Heck, from the bad things I have seen written by so many of you on this board I’m sure he has a lot to say. Since I had to wait 5 months for 24 Hour Fitness to stop taking money out of my checking account (I still havent received a refund for this time I didnt use the gym) I don't have any faith in this company.

I asked my friend what exactly he is suing 24 Hour Fitness for. He said that he shouldnt tell me at this time because of confidentiality. I asked him if the lawsuit would become public record. He said he thinks so. So I asked why he couldnt say anything. He said that there are many detrimental issues addressed in the lawsuit. He also said he saved a lot of proof that will ultimately become part of the lawsuit through the discovery process. He said that at this time it would probably become part of the public record. I asked him if he could ask his lawyer what he could tell me. He probably wont, does anyone have any advice for me to get details from court records?

I know from my “friendly�? discussions with him throughout his employment, that if any member knew what he knew, they would probably join another gym ASAP. I remember one time when I told him that I saw a news report about how many lockers and cars are constantly broken into. He said there are things that any business should do to address this issue and many have done so with excellent results. I am sure that this is going to be part of his lawsuit. I wonder if the celebrities like Magic Johnson, Andre Agassi, Lance Armstrong, and whoever else who have clubs named after them would be embarrassed when finding out about what he has to say.

One time my friend asked me advice about what I would do about some bad stuff he uncovered, but had no one to turn to that he felt safe doing so without losing his job. I was amazed at the management structure he was in that appeared to be like a “good ole boys club.

I asked him if I could see the lawsuit papers so I could get the juicy details. He said he didn't have a copy for me – and laughed at me, but said would give me the case number and a copy of the lawsuit when he gets it. I told him that I am pissed because of the problems that they caused him that I still see affect him today. I have known my “ex-employee�? friend of 24 Hour Fitness for a long time and am going to do what I can legally do to let all of you know so you can help yourselves with issues that may be relevant.

The only problem at this time is that he wont give me details right now because he said, “it is not public record.�? Is this true that he cant tell me? Well, if I have to, I intend to get a hold of the public record that I just know will probably be shocking for 24 Hour Fitness members, as soon as I can get it from the court house. Anyone who knows how to get this information can contact me to help me out (unless my friend will be able to give me his case information). My friend is being restrained about discussing the stuff he knows to others and myself. I think he doesn't want to tell me details of what he knows or has because he doesn't want to hurt his case against 24 Hour Fitness. Like I said, I am the opposite and will legally tell what I can find out from the courts on this case. I will update this as soon as I can, including the case number if it helps.

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Jamie
,
Apr 28, 2008 10:52 am EDT

I cancelled my membership after my friend who worked in internal investigations for 24 Hour Fitness was terminated for what I believe is whistle blowing. Here’s the kicker, it took 24 Hour Fitness 5 months, after I notified them of my request, to cancel my month to month membership. They continued to take money out of my checking account - like many others I see on this website. In fact, this is how I found this website. My friend said that it didn’t surprise him that this delay happened, and that I wouldn’t be able to fix things right away. This made me think that this happens way more than what I read here.

Ok, first of all I am very upset as I write this. It is interesting that my friend, who was working as an investigator or loss prevention employee, was terminated after he uncovered unlawful and ethical issues involving lower, middle, and upper management staff. He said he couldn’t tell me specific details about this at this time. I do know that he was devastated when he was terminated, as I know that he dedicated his everyday life to helping the members at 24 Hour Fitness. I asked him why they terminated him and he said that they didn’t give him a reason, but he said that he had received a positive review and a raise just a month before. I know from talking to him, he was always at work, that he was dedicated to his job and did things like talking to members about their lockers, cars, and how they could prevent their cars from getting robbed.

I am writing this story because when I last spoke to my friend, I found out he had been blown-off by the legal department at 24 Hour Fitness leading up to his decision to sue them in court. He mentioned to me that his attorney just filed a lawsuit against 24 Hour Fitness in Orange County. Being that he was an internal investigator or loss prevention employee, I don’t know the difference but I know that he looked into safety, ethical, and criminal problems, I know that he has witnessed all sorts of bad things that occurred and were tolerated on a regular basis. Heck, from the bad things I have seen written by so many of you on this board I’m sure he has a lot to say. Since I had to wait 5 months for 24 Hour Fitness to stop taking money out of my checking account (I still haven’t received a refund for this time I didn’t use the gym) I don’t have any faith in this company.

I asked my friend what exactly he is suing 24 Hour Fitness for. He said that he shouldn’t tell me at this time because of confidentiality. I asked him if the lawsuit would become public record. He said he thinks so. So I asked why he couldn’t say anything. He said that there are many detrimental issues addressed in the lawsuit. He also said he saved a lot of proof that will ultimately become part of the lawsuit through the discovery process. He said that at this time it would probably become part of the public record. I asked him if he could ask his lawyer what he could tell me. He probably won’t, does anyone have any advice for me to get details from court records?

I know from my friendly discussions with him throughout his employment, that if any member knew what he knew, they would probably join another gym ASAP. I remember one time when I told him that I saw a news report about how many lockers and cars are constantly broken into. He said there are things that any business should do to address this issue and many have done so with excellent results. I’m sure that this is going to be part of his lawsuit. I wonder if the celebrities like Magic Johnson, Andre Agassi, Lance Armstrong, and whoever else who have clubs named after them would be embarrassed when finding out about what he has to say.

One time my friend asked me advice about what I would do about some bad stuff he uncovered, but had no one to turn to that he felt safe doing so without losing his job. I was amazed at the management structure he was in that appeared to be like a “good ole boy’s club.”

I asked him if I could see the lawsuit papers so I could get the juicy details. He said he didn’t have a copy for me and then laughed at me, but said would give me the case number and a copy of the lawsuit when he gets it. I told him that I am pissed because of the problems that they caused him that I still see affect him today. I have known my ex-employee friend of 24 Hour Fitness for a long time and am going to do what I can legally do to let all of you know so you can help yourselves with issues that may be relevant.

The only problem at this time is that he won’t give me details right now because he said, it is not public record. Is this true that he can’t tell me? Well, if I have to, I intend to get a hold of the public record that I just know will probably be shocking for 24 Hour Fitness’s members, as soon as I can get it from the court house. Anyone who knows how to get this information can contact me to help me out, unless my friend will be able to give me his case information. My friend is being restrained about discussing the stuff he knows to others and myself. I think he doesn’t want to tell me details of what he knows or has because he doesn’t want to hurt his case against 24 Hour Fitness. Like I said, I am the opposite and will legally tell what I can find out from the courts on this case. I will update this as soon as I can, including the case number if it helps.

he first stage before taking action is to make sure the comments you have found on the internet are indeed defamatory. This can be difficult to prove but essentially a comment will be defamatory if it tends to make 'reasonable' people think worse of its intended target.

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DynamicDeebythesea
San Diego, US
Apr 24, 2009 7:46 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Your friend has a legal case and needs to contact an attorney before the statue of limitations runs out.
Finally this company is reaping the rewards of their unethical behavior. A $3.5 million lawsuit, which they lost (no surprise), was unsealed.
/URL removed/
When I had a problem with an older trainer at the UTC/La Jolla 24-Hour Fitness, I was treated unfairly and illegally by this company, especially one of the directors, Maxine Valenzuela. Beware, the employee who I complained about is still employed as a trainer. He has a police report for assault and battery during a road rage incident (public record SD court house), a restraining order issued and he admitted under oath to committing battery.
If you are having problems with harassment, stalking, abuse by employees of 24-Hour Fitness, consult an attorney. I had a strong case, but never pursued it. I wish I had.
I spoke with several attorneys but I waited too long. I did have a case and so does your friend. Please do something.

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kristen
,
Jun 14, 2008 8:14 pm EDT

you can't get any information because it is confidential - anyone would know that. that's why you sign and agreement with a lawyer ...why do you have to find out so bad anyway? if it is your "friend", this person will eventually tell you once it is over. you don't even know if it's a crime or eeoc related or whatever.

quit peeing in your freaking panties and get a life!

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Jamie
,
Apr 30, 2008 12:12 pm EDT

I wanted to post the fact that I have been contacted by people treated poorly by 24 Hour Fitness, and by some that are sticking up for them, so I wanted to update my posting. Again, I am very upset at 24 Hour Fitness for over billing me and treating me badly when trying to fix it. No matter what any of you say, I am looking forward to see what happens with this lawsuit, and am looking out for you. And yes, I posted this (public record information) on another site because I think that it shouldn't be buried like some other cases I've seen on the internet.

BTW, for those in favor of 24 Hour Fitness. You probably haven't had a billing issue or been treated poorly by them, so you're not in a proper position to comment objectively. Who are you to tell me what I should or shouldn't say about this matter. I am only telling what is public and what I have seen as far as the affects this has on my friend. I will post more when I can get it. I saw that the lawsuit was filed with the court. Since I can't get any documents out of my friend I will see if I can get them from the court. I am trying to contact my friend about this and I will see what he says about what I am doing. I think I am helping others like myself with information that may help when putting up with poor, rude, and irrational attitudes from this company.

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12:41 pm EDT

24 Hour Fitness USA Membership cancellation!

The ###s from 24hr fitness would cancel my membership the kept giving the wrong 800 # finally was able to get off the web spoke to headquarter Kat got it cancel after 5 attempt where everyone kept saying you never called. Every one assure me the Front desk at the GYM could cancel the membership I WOULD NEVER RECOMMEND 24 HR STAY AWAY they run the CLUBS like DOOR TO DOOR SALESMAN not Cst svc AT ALL ** TERRIBLE EXPERIENCE at 24 hr FITNESS ***.

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Jimcliffy
miami, US
Sep 26, 2011 1:58 pm EDT

In short my wife and I had paid for our memberships and kids club. However every time we enter and sign in we are confronted as if my wife's account is past due. We continue to advise them that we paid to no avail. We even brought the receipt and our bank statements but they still say we did not pay. Meanwhile as we are signing in, there are numerous members in the area who can overhear the situation. This is very embarrassing. The employees are not discreet with the exception of Corey who is always professional and polite. I think it has to do more with him personally rather than any training by 24hr. Needless to say, I am not satisfied and do not appreciate being embarrassed by a company I do business with. I am going to turn in my notice and terminate our memberships since in their eyes we did not pay. I am sure they will have no problem with us leaving.

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despicable
, US
Apr 26, 2011 4:50 pm EDT

24hr fitness has the worst membership canceling policy I have ever experienced. After canceling my membership I was assured there will not be further charges billed to my credit card. Lo and behold I saw charges for 2 consecutive months there after on my credit card. When I called the billing on this issue and requested credit for these charges, I was told they do not show any charges under the account on file. I was asked to provide my full credit card number for them to research the charges and after vending my frustration at this request I did provide the number reluctantly. Sure enough their system does not show any charges to my account. At this point I was asked to provide them via fax with the detail of charges on my card. In this day in age this was the poorest excuse I have heard and it was an out right lie to not have to process the credit with minimal problem. Unable to handle/resolve a simple issue is a reason that turns consumer away, I would not become a member again and if I do I would pay on my terms on month to month rather than provide them any account info. I'm sure I burned a lot of calories over this.

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Cam
, US
Dec 15, 2008 9:41 am EST

I had recently had a baby and signed up for a membership at 24hr fitness, and within 7days i had cancelled my membership because i had no one to watch my baby and 24hr fitness only allow kids 6 mnths - 12 yrs of age in the daycare, so i made sure that I wouldnt accumulate any charges for cancelling within my 14 day period. The rep there told me I wouldn't, now almost 3 weeks later im finding surprisingly charges in the amount of $74.00 on my account and my membership was only supposed to be $29.00. When i called and finally got the branch manager she said that the rep made a mistake giving me untrue info, and said that they were still going to charge my account in the next 4 days for sign up fees. I was highly pissed and all she could tell me was that she couldn't refund my money but could give me credit for 2 free months in March and April, I mind you this is December.. I now have to cancel my account just so they wont be able to charge it again.. SO PLEASE TAKE IT FROM ME DONT SIGN UP WITH THEM THEY 'RE ONLY GOING TO RIP YOU OFF..AND IF YOU DO MAKE SURE YOU CANCEL WITHIN 3 DAYS OR YOU WILL BE CHARGE FOR NUMEROUS THINGS...

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GREG HINZO
,
Sep 06, 2007 12:00 am EDT

My son was sign up as a trial for two weeks and went back 5 days later to cancel and was denied, not only they did not have consent by an adult they took his atm card number and charged it with membership fees. Parents called and was put on hold every conversations. Talked to three managers and they all did the same thing.

Beware!

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brodiejensen
Centennial, US
Dec 09, 2008 10:27 am EST

Be careful when you visit any new 24hr facility. They're thrown up so fast it's dangerous. For me, the shipping grease was not cleaned off the weights (just taken out of the boxes and thrown on the benches), and I broke my sternum when 200lbs fell on my chest because the bars had grease on them. The staff was of course rude, inconsiderate, and in their early 20's. My advice, if you have the means, pay for a better fitness center. If not, read your contract carefully. They make sure they're not liable if ANYTHING happens to you or your loved ones, even if it's their fault.

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Jimcliffy
miami, US
Sep 26, 2011 2:02 pm EDT

Wow. That is the same excuse they have given us! They say, "we are not showing any payment in our system..." Even though we paid, showed our receipt AND bank statements!

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Terry Gold
san ramon, US
Feb 19, 2009 4:27 pm EST

The only thing I can say is insist on a confirmation number. Names won't do because you are calling another country. I have been trying to cancel my membership for almost 4 months. They keep insisting that I have never called. I called and canceled and then the charges for membership keep showing up on my bill. So, I called back and canceled again and was assured that my cancellation would go through. The problem is that you don't know if they cancel you until you get your CC statement. When I call back they tell me that they have no record of me calling. When I ask for a supervisor they put me on hold for an indefinite period of time. I call and cancel. They tell me that you have to give a 30day notice. So they bill you for another month. Then when it is time for the cancellation to be in effect, you get billed again on your CC. When you call they say that you never canceled and you start the entire circle of crap over again. THIS IS A RACKET! I ended up recording my phone call to get it handled. NEVER NEVER let any company electronically debit your cc!

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3:23 am EDT
Resolved
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24 Hour Fitness USA Parents beware

Parents Beware ~ On Friday March 14, 2008 my 8 year old daughter went to the Kids Club at 24 Hour Fitness for the first time. During her 60 minute stay, she witnessed one of the child care attendants aggressively pick up a toddler that would not stop crying and verbally abuse this child. While this was taking place she witnessed the second child care attendant do nothing to remedy the situation.

My daughter had to wait in fear for her own well being until I picked her up after my workout.

As a parent and new member of the gym, I was appalled and horrified to hear about her experience. I phoned management immediately and filed a complaint. I was met with little to no response.

I phoned the Sheriff's Dept. and went to the gym on Monday the 17th to file a formal complaint. I had a mtg. with 2 mgrs., the VP of the Region and the person who enrolled me. Once again, I was given little to no response.

I am still waiting to hear what actions have been taken to safe guard our children that we blindly entrust to gym employees. No phone calls have been returned, no action has been taken.

I guess it is acceptable to allow hourly paid employees physically and verbally abuse our children, I mean it must come with our monthly dues, right?

Thanks 24 Hour Fitness for terrifying my 8 yr old daughter and allowing children's safety to be less than a priority in your eyes.

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Miss Morg
, US
Apr 25, 2011 6:33 am EDT

This is a letter I sent to the manager to the Pearl Distric location in Portland. He met with me but didn't follow up on whether he disciplined the worker and I didn't feel comfortable leaving my kid with this woman after complaining, so I decided to stop going there.

"I am a new mom who has been going to your club for about 5 years now
and am enrolled specifically for your noon yoga classes.. Up until
recently I've been happy with my membership and was excited to enroll
my child in Kids Club when my he turned 6 months old. Since then I
feel like I've been treated as a second class citizen. When he was
very little, I was told by your staff member, Katie that I needed to
cut my workout down to a half hour because she thought he cried too
much.

The whole point of going to yoga classes is to get a good workout, get
a break and de-stress which I sorely need as a single mom. Stepping
out of my class early is not conducive to the spirit of yoga. The
relaxation, savasana stage is very important. Regardless, I cut my
workout to 30 minutes out of concern for my son's well-being.

As he matured I started leaving him at Kid's Club for the full hour
but was told I needed to leave my class 5 minutes early so that I
could get him out by 1pm when they close. I found out later that they
need to give me till 5 minutes after 1pm but Katie gave me a written
"Warning" because I was 2 minutes past 1pm. She said next time I'd
have to pay extra for each additional minute.

She also complained about how my child was crying because she had 2
twins that were crying and they set him off. She seemed exasperated
and unable to deal with the situation. I complained to the front desk
only about the "warning" and they set her straight about the 5 minute
leeway.

Then when I came in again, Katie said that there wasn't a 5 minute
leeway *again* and I asked the front desk to set her straight a second
time.

This time I was able to stay through the entire class but I still have
to rush down to get my child. After all of this, imagine my chagrin
when another staff member told me I couldn't take my child to the
locker room so I could go to the bathroom because of safety issues.
They said I had to use the Kid's Club bathroom which, after dealing
with Katie's lack of patience and wanting to rush me out, I didn't
want to inconvenience her further by asking. Besides, the toilet in
there is not for adults. It's one of those short ones made for kids.

So, I can't even use the locker facilities because of this clubs time
limits do not provide enough time for mothers to do so. In a perfect
situation, I'd love to leave my child at kids club while I go in the
sauna after class, shower off, and dress. As it is, I have to wear my
gym clothes to the gym, rush out of my class, deal with a rude daycare
person and wait to get home to pee.

As you can understand, I am very exasperated with all of this and if I
didn't love my teacher, Marchond so much I would just go to the
Hollywood location. They are much nicer to my child and even say he is
one of their favorites. I never get hassles there.

So, my suggestion is that you change the kids club hours to be later,
change the weight floor so there is a safe way to get to the locker
room and hire employees who have more experience and work ethic."

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HHHH
Victorville, US
Nov 22, 2010 7:56 pm EST

THANK YOU!

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smcginn86
Victorville, US
Sep 21, 2010 1:56 pm EDT

Yesterday at the Victorville location I had only gotten 10 minutes into my work out when an attendant came to find me. She informed me that my son was in the bathroom and needed my help. I began walking with her to the Kids Club area and when I got there she led me to the restroom that she then proceeded to unlock WITH A KEY... I said why the hell is my son locked in the bathroom. Once the door opened I could hear my son screaming I then rushed into the restroom where my son was standing with his pants off crying. I told them that my son wears a diaper, , , see it on the floor. Why in the world would leave a child unattended in a restroom. Do you know how dangerous that is? The manager told me that it was my opinion... You bet it is. He isn't potty trained... You idiots. I would never leave my son in the restroom alone.

They told me they had a policy that the child care attendants were not allowed to assist children using the restroom... But you are allowed to lock them behind doors?

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ocmom89
, US
Mar 22, 2009 6:43 pm EDT

I had a horrible experience as well, at the Tustin location in Orange County, CA. As I was signing my kids out of the kids club, clipboard in hand, the staff member decided to let my 17 month old son out of the room. She opened the door for him and he ran out. I dropped the clipboard and ran after him. I asked, "which way did he go"? and a staff member said, "out that way" pointing to the front door of the gym, which leads out to the parking lot. My heart was racing and I ran outside and grabbed my toddler as he was making his way out into the middle of the busy parking lot. I ran inside, grabbed my daughter and left. I was too scared to be angry right away, but the more I thought about it the madder I got. Had my son been hit by a car, 24 Hour Fitness would have been solely responsible for the accident. I called and spoke with the manager, who did not even offer an apology but told me she was sure that my son wasn't let out on purpose. I told her that was not the point. The point is that the staff member let my son out and because their front door was propped open, he was able to make it out into the parking lot. With 4-5 staff members standing around in the office, not one person ran after my son. The manager asked me, "What would you like to have happen from this phone call?" as if she was reading a script. I told her I wanted my money back from the kids club service that day, and she agreed to refund my money. But it wasn't enough. I wanted other parents to be aware of how careless these people were and to know who you're leaving your children with when you trust babysitters who work for the kids club service at the gym. I have already contacted consumer affairs and am going to pursue local news media as well. I have also written to Parents Magazine. The attitude of the staff at 24 Hour Fitness has really disappointed me, because children are precious and if they are going to run a babysitting service then EVERYONE needs to be aware of the safety procedures and policies that the company is supposed to follow.

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pissed off ex employee
,
Apr 10, 2008 10:29 pm EDT

Let me tell you a bit about working for the company. First of all if you are not a kiss ### dont even bother applying. I was one of the best employess, being told by many members on a daily basis. Then one day ANOTHER new manager comes in. Gets all buddy buddy with the staff, except me because I tell it like it is. I try to explain my mistrust with mangers because of my past treatment (almost a year) She kept cutting me off and telling me how thats not her problem and how great she is. Basically she called me lazy, always late, and refused to follow the policies. Then requested my resignation. Little does she know I see a lot of the members at my kids school and I will be informing them about this manager. The worst part (besides losing my job) is when I asked about my pre paid training, her response was "use it or eat it, " talk about quality managment! So if you like verbal abuse, constant stress, being belittled in front of members and just being treated like ###, this is the company for you! Oh and by the way the YMCA is no better! Core values my *ss!

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12:00 am EST

24 Hour Fitness USA Deceptive advertising and harassment!

I've been a 24 hour fitness (in Hillcrest, San Diego) member for almost 6 years now. When I rejoined the gym and prepaid for 3 years in Jan 2007 to receive 5 free training sessions as advertised, the trainers were not available during the day or early evenings because they got other paying clients. I did finally get an appointment with and trainer Dan, and was told he canceled the session when I showed up (without warning) because he needed time to train someone else. I was told 3 months later I no longer got the free training because it had passed the time frame to receive free training sessions. My second complaint is the Hillcrest gym fails to maintain their equipment. It takes more than a month to fix a broken cardio machine and their reason is always that they are waiting for parts. The gym is over crowded and the men's locker room is sometimes unsanitary. Recently, one trainer in particular, John Miller, has been verbally aggressive and made physically threatening gesture by yelling within couple inches to my face, because I protested that he occupies more than a workout machine for his client at the same time during the rush hour in an overcrowded gym. Exercising in the gym is supposed to be a relaxing time at the end of the day for me, but the experience in this 24 Hour fitness has been unpleasant despite my best effort. They make an effort to get as many people to join as possible but they do not maintain their gym with treat people with respect for paying members.

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sanjose guy
,
Jun 07, 2008 11:29 am EDT

I think you got a sweet deal not getting involved in those 5 free sessions. I had the same promotion. Those sessions do NOT concentrate on what you need to accomplish. They are nothing more than sales seminars and frankly a waste of time. I mean you just paid the company 500-700 dallars for 3 years, and they are still herassing you to pay an outragious training session.

If you are interested in real personal training from qualified trainers- 24 hour fittness is the LAST place you want to go. Those trainers are far more motivated to sell appointments than to help you reach your goals. I would try a small private gym that has ONLY trainers and clients. There is one near me called power bodies. It costs about 1.5 times what 24 hr fittness does but your work outs are much more efficient, and I've found that the preparation and organization of your session is night and day better than 24 hr.

I lost 38 lbs, 4 inches off my waste, while my arms went from 15 inches to 19.5 in less than 8 months.

I still use 24 hr fittness, but I dont go at peak hours, and I work on my "homework from" my real trainer

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12:00 am EST

24 Hour Fitness USA management and cleaning

Terrible smell in bathrooms, no towels available. Some of the machines do not work... Dirty... No water... Jacuzzi does not work most of the time. The whole bathroom and jacuzzi area smell and none one says anything!

I am sure agassi does not know what it is going on! Terrible place! 1

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24 Hour Fitness USA they do not enforce towel policy!

The 24Hour Fitness in Concord CA does not enforce the towel policy. Carrying a towel and wiping down the equipment is standard policy for this club. Yet none of the front office staff, nor any of the sales personnel enforces or is willing to ask users to carry a towel. With the increase in skin staph infections, this is gross and not healthy. What will it take, a lawsuit to enforce this basic cleanliness requirement. 24 Hour Fitness is all show, no go. They gladly take your money and then do not maintain their club.

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Roger
,
Aug 07, 2008 1:14 pm EDT

The notice above sounds exactly like the experience I have had with the Concord CA Sun Valley Mall 24 Hour Fitness Center. No one ever sees the managers or staff walking amongst the members to insure that towels are used, or that proper use of the equipment is being applied...or that the members are behaving properly such as sharing the equipment. Other thoughts I would like to share are:

During 2008, I have been working out at the Concord CA Sun Valley Mall facility, and I am amazed at the bad service the staff and managers provide. My understanding is that Carlos is the General Manager, and a man named Damon is the "floor manager". Both men are polite, but they have the following attitude:

" The Corporation does not allow local management teams to have adequate staff to watch over the floor for customers who abuse the equipment by sitting on the equipment and resting on it, instead of allowing other members to access the equipment. This is a ruse because the truth is that there is plenty of staff to casually look at what is happening on the floor...and if the staff was told to do so, they could easily see who the abusing customers are, and they could require the customers to behave properly or require the offending customers to leave. This is basic gym etiquette and those who do not get to use the equipment are left to be frustrated or to have confrontations with other gym members."

Other points I would like to make are:

1. I recently asked another Sun Valley Mall/24 Hour Fitness gym member if I could "work in with him" on a piece of equipment, and his answer was the he wanted to complete 2 more sets after having just completed one set, before he would share the equipment...when I told him I didn't feel that this was appropriate, his response was "### You". I went to a seasoned 50 year old employee named Mike...who came and addressed the abusive customer, and the employee felt that it was the right for the abusing customer to control the machine for several minutes (about 10 minutes. although the customer said he only used it for 60 seconds)...and the employee observed first hand that the other member verbally abused me with a round of what an ###, ###ing jerk, etc etc etc that I was for asking to get to share the machine. When I pointed out to the employee that this was inappropriate and I felt the other member should be required to leave, the employee said that he had no authority to make the other member leave, regardless of the threatening and vulgar language that was being used.

2. the same employee (Mike) noted in point #1 above told me that the current ownership/management (according to the employee, Home Depot bought out the 24 Hour Fitness business) is acting like the previous ownership/management with respects to safe use of equipment. Employees are directed to not circulate amongst the equipment using customers to correct them when they are misusing equipment. Many pieces of gym equipment, especially weight lifting equipment, can cause severe injuries and even potentially death. However, employees are told that all customers/members sign "injury waivers" so, the members are allowed to do unsafe things. This speaks to the philosophy of 24 Hour Fitness Management. There is no "right or wrong" in their facility...just what makes money.

3. The only truly good thing I can say about the 24 Hour Fitness business is that it is cheap, and if one is willing to work out very late at night...say 9 PM or later...or in the early morning hours of 12 AM - 6 AM, there is good value to be achieved without much aggravation. However, if members must use the facility during busy hours, the members are sure to be aggravated and subjected to confrontation if one wants to ask to share equipment with the meat head muscle freaks, or if one asks to share equipment with the simply selfish or uneducated gym users. Certainly there are many members who are pleasant and willing to share...but there are many who are not...and the 24 Hour managers and staff are actually directed to not require reasonable behavior from all members.

4. If I did not have a prepaid, 1 year full membership, I would go use another gym. Bally's has better & newer equipment and a nicer, cleaner environmnet...but they have a little more cost and fewer hours of availability (5 AM - 11 PM)...and, Bally's pushes for 3 year contracts (although when pushed, they do offer "today only specials" where you can get one year contracts).

5. To make a complaint other than to the local manager who is in charge of "damage control, " is next to impossible. If you call "customer service", they turn you back to the local managers like Carlos, who is in charge of making sure nothing gets addressed.

I suppose I should just realize I need to work out in the late evenings or early mornings...and accept what 24 Hour Fitness is all about...an inexpensive, no frills gym...that is not at all interested in creating a pleasant environment. Clearly, the method of management puts members in conflict...one either has to shut up, or be prepared to have conflict with others...including some of the low class, pumped up muscle heads that frequent 24 Hour Fitness.

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james kim
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Jun 18, 2008 10:38 pm EDT

dont go to 24 hour waikiki. its disgusting and like the other clubs dont give a rip about the towel policy. disgusting.

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Diane
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Mar 28, 2008 12:13 pm EDT

I have discussed the towel issue with the manager Janelle Tracey at the Lancaster 24 Hour Fitness gym in Salem Oregon. They put a sign on the desk saying "Sweating is optional, TOWELS are mandatory." Cool, I said. A week later the sign was replaced by a different sign (nothing to do with towels) but a different sigh. I pick up the sign and say, "Oh, we dont have to bring towels anymore?" One of the 4 people at the desk said yes we still have to bring towels. If this is the case, why doesn't one of those people walk around and ask people where their towels are? I am just about ready to quit because they don't enforce the towel policy. I haven't been for a couple of weeks because I get sick everytime I go there. The contract I signed says "You must have a cloth towel with you during workouts to protect and clean the machines you use."

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Dennis N
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Feb 12, 2008 8:40 am EST

I find that the 24-Hour Fitness organization is not customer-service oriented and only out to take whatever money they can get from their customers. They lack any safety for the members at the clubs and do not follow their own policies. No towel, street colthing, sandals, broken equipment, trianers blocking aisles and walkways; all issues that the local Staff and Management in San Diego, CA clubs do not seem to remedy or resolve. I have been a memeber since inception of the name, 24-Hour Fitness and was a member of the older Family Fitness Center, which was run better than this club. I have been a member of both for 30+ years.

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12:00 am EDT

24 Hour Fitness USA rip off, unauthorized charges!

In addition to the numerous complaints I see against this company, I think we should all ban together and sue 24 Hour Fitness , or at least be able to join the ongoing lawsuit filed in California, I live in Colorado and from what I have heard, they are nothing but a big rip off. I guess if you are famous and don't mind missing money , then by all means enjoy your membership, I myself am a hard working individual and need to know where every penny is. Not only did 24 Hour fitness not take payments they were supposed to,they decided once they realized the payments weren't being drafted to take money each week from my account, after a month and $245 on a $49/month membership I said something to several people and was assured the money would be replaced, that was a lie! I still to this day do not have my money back and after numerous complaints and letters to 24 Hour Fitness, I can say I probably never will without the help of a lawyer. So if anyone knows a good one let me know.

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Mike Read
Houston, US
Jun 22, 2009 8:34 pm EDT

I remeber when me and the wife woke up one day and went shopping to buy food for the week at walmart -:sigh! but anyways, upon trying to pay the bank card was declined!. We ent home and pulled up the online Wells fargo (the carage and horse's running away with all ur money bank) and saw that 24 hour fitness had drafted and entire 3 years memberhsip out of the account.

After all the shouting and stuff was over, i went down to the gym and they just plamed me off to the telephone number in Carlsbad CA.

I took 6 months to get the money back with no comp. what so ever. NONE! and the Amount of ballache i had to go through each week calling and waiting just to deal with total incompitance and a very poor negative attitude, these filthy animals need taking out the picture all together and never be aloud to conduct any sort of business that involves taking peoples Bank details, the bottom line is peeps, if you can now days, DONT EVEN HAVE A BANK ACCOUNT BECAUSE THERE THE WORST PEOPLE FOR STEALING YOUR MONEY, LET ALONE ANYBODY ELSE. just join the YMCA and skrew all that posing ###.

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ashley sweningson
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Jan 17, 2008 11:41 pm EST

I had a 24 hr membership in coer d alene idaho which automatically took 43 bucks out of my back account each month..fine. Until one month my account overdrafted by accident and they were not paid. I called them and thought since they required first and last month dues, that my overdrafted month would just be covered by the ''last month'' payment i made to initially become a member. Since i could no longer afford the membership dues, i figured this ''last month'' payment would end my membership. i did not try to access their gym at all once this happened. 6 months later my account was debited almost 250 dollars for ''past months dues''...Is that legal? I recieved nothing in the mail alerting me to this unauthorized debit and the only way i found out about it is when my 250 dollar car payment was declined due to insufficient funds. No customer service rep would admit to any wrong doing citing 'memberships can only be cancelled in person''. i think its BS and i want my money back!

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12:00 am EDT

24 Hour Fitness USA would not stop billing my account!

I canceled my 6 year family account with 24 Hour Fitness 6 months ago, which took a 20 minute phone call. The next month I received another bill on my auto bill debit card. I have since been billed every month and had to call in and get it refunded. Which they did refund... however, for the past two month I have gotten another set of bills (for a very reduced fee of only $7.62) which most folks might not miss.

I called in again and got a CSR that refused to send me to her supervisor. She insisted on getting my information (3-5 minutes of what she needed) and then told me I was unpleasant to her and disconnected me. I called in again and got someone who said the same things, but stopped the billing. But did not refund the money. I had to call in again to get the refund. Each call takes at least 15 minutes. I have Google Searched for a Corporate office of some kind and there is nothing located.

Simply the worst customer service I have ever experienced. Plus definite scam on the auto bill... they will continue until you give up... spend hours of your time to get them to stop.

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sixsigs
,
Oct 01, 2008 4:03 pm EDT

My wife and I have expereinced the same situation. We get a different story every time we call or speak with someone at the local club. .. even after we're told the account(s) are closed, monthly billing continues.

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12:00 am EDT

24 Hour Fitness USA poor service!

To america's biggest loser, it sure ain't me. I miss and need my workouts. Since the beginning of the year the pool has been closed many different times. 3 days here a week there for a total of more than 30 days because of water quality issues (The pool was just plain old dirty).

It is presently closed and has been for the past 10 days and management has no idea when it will be re-open to the membership. Why I asked the service manager jane doe and she said, "because we do not know and I don't want to give out misinformation." I pressed her further and she stated that the law is now requiring them to install a new filtration system and the corporate office is aware of this scenario. The law? I said. She clarified by saying it is the health department and their notice is posted.

I am at wits end. I can only swim and exercise in the pool due to severe knee and ankle problems. Not to mention that it has been over 100 degrees the entire time the pool has been closed. Again! It has been closed for more than a months time this year alone.in fact, it remains closed as you read this.

Beware people!

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NEALC53
, US
Jun 15, 2019 8:43 am EDT
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AUBURN, WASHINGTON club has frequent problem of NOT opening Saturday mornings on time( 5 AM ) with 2 dozen people waiting ! most times have to wait until 8am for the child care person to open it.

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No to 24 Hour Fitness
Sacramento, US
Mar 21, 2011 8:15 am EDT

There is no way to participate in Group X classes because by the time you get there the classes are always full.

They do allow for $1 dollar to be paid prior to 1 hour before the class but if the time is before 7 am they cannot advance reserved and accept the $1 because the employee cannot open the register.

They have coin lockers for use but when you insert the coins they do not work and do not return the coins. When you go to the front desk to ask for your money back they do not citing a lack of change.

I have observed at times after 12 AM the front desk attendants allow nonmember homeless people to use the bathrooms and showers. The homeless people sully the facilities and smell bad.

Complaints to front desk attendants always result in "I can't do anything"

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24amckinlay
Carlsbad, US
Mar 21, 2011 5:24 pm EDT

Thank you so much for your feedback. I am sincerely sorry to hear about the negative experience at your local club and would love the opportunity to assist you further. I will be sending you a direct message with my contact information so I can get a little more detail from you.

I look forward to speaking with you.

Andrea M.
24 Hour Fitness Corporate

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never again
Colorado Springs, US
Mar 21, 2011 8:50 am EDT
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I signed up there, and they NEVER showed me how to use the equipment!

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Paul Thomas
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Sep 17, 2007 2:05 pm EDT

The pool at the 24hour fitness club in Rancho Penasquitos, San Diego, CA, has excessive chemical treatment. Both my wife and I had severe air passage burns, swollen lips, and burning eyes. The water tastes like chicken soup. I know you are using sodium solutions. So, don't use that as an excuse. The last time the water was drained, I had complained to the city, about two years ago. I guess we will do that again. I think it's time to change the water (2 years is excessive). There is a point were using chemicals to fight the yellow and green tints that water shows on a weekly basis becomes dangerous to members.

You continue to have members going into the sauna and steam rooms fully clothed and with workout shoes. You are not enforcing the rules. One more reason I will contact the health department.

Other than that, thank you for keeping your gym inside clean and functional.

Ah, if only you spent as much time improving the wet area...

There you have it... I wish they would drain this pool for once.

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12:00 am EDT

24 Hour Fitness USA loud hip-hop music!

Don't join 24 Hour Fitness in Arcadia, California unless you like over-amped rap and hip hop music! Your iPod won't help you. Complaining to management won't help you. If your music taste is more mainstream, you are not their target patron... neither am I.

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Update by DWIGHT HELM
Sep 01, 2007 1:18 pm EDT

I have received a call from management and the matter has been resolved. Thank you.

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asdsad
Arcadia, US
May 20, 2013 3:35 pm EDT

24 hour fitness in arcadia should have better equipments! Both la fitness and gold's gym in arcadia are 1000 times better than 24

Why The Long Faces
Why The Long Faces
, US
Apr 20, 2013 7:26 pm EDT

And? Open your own gym and play music you like. I bet you all the money in Bank Of America someone will jump on the internet to complain about your choice of music.

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HearingLossInMN
, US
Apr 20, 2013 6:25 pm EDT

Lifetime fitness has the same loud music corporate policy. They have sensors in the gym that actually turn up the music based on ambient background noise. They refuse to turn the music down. I find the loud music damaging to my hearing, but they want to play their commercials as loud as possible.

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Deborah
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Nov 29, 2008 1:43 am EST

I agree that most sales people are not stening to what the customer wants or needs but sees people who come into the gym as potential sales. They do, I don't. There are very good people working in the fitness industry, it's sad that 24 hour fitness doesn't get a clue about how much time and energy they put into training their sales staff and then they don't pay them enough to survive so they are desparate to make commissions. The reason that sales people are like that is because 24 hour fitness only pays $8.00 per hour and you have to hit a target number to "earn" the $8.00 they let you earn and then take it back when you "break draw" or basically sell more than the $8.00 per hr. Almost 100% of the sales staff do not make it past the first couple months because they can't earn enough money. Why? Because it is almost impossible to "break the draw amount" that they expect you to sell verses what you "earn". The carrot is so far out of reach that most people do not ever get paid more than their $8.00 per hr salary. If and when you ever earn enough to collect the commissions on the sales you did, it isn't enough and the following month, the first day of every month you start over again and have to find enough people to sell to. They say we don't work hard enough but the truth is that the company makes it almost impossible to sell enough to get that sales check they promise is there. Disgusted, most sales people quit. What a shame this company doesn't get it. They have created the ambulance chasing sales people that work for them.

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Eleanor W.
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Jul 22, 2008 1:49 pm EDT

I agree. The customer service representatives are horrible! They just wanna lure you in...quickly. They don't really care about your questions or concerns...horrible!

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Sean
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Jul 10, 2008 4:36 pm EDT

Arcadia 24 hour fitness has the worst customer service i have yet to experience. they do not care about any body

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Aly
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May 27, 2008 5:52 pm EDT

I gotta say the sales membership team is really shady. Of course - they're on commission - and all 24 hour fitness sales people are shady in general, but this Arcadia branch takes "shadiness" to a whole new level. When you're working on commission, don't make it so obvious. I've been a member at two other locations - both in Northern California - and they actually engage themselves with the customers. They seem to actually CARE about the customer. These Arcadia sales reps don't really care about you and why you are looking into membership. They are just straight up knifing and self-indulgent, and wanna rack up that commission. Whenever you mention something, they talk about something else that has to do with buying/extending membership. Sometimes, I wanna ask them "Did you even listen to what I JUST said?" I talk about point A...they go off to point Z. They really need to change something, because over time, they'll lose customers. Sure, it's thriving now, but the point of a true business is to maintain brand reputation and consistently remain successful over a long period of time...

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Michael Biferno
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Sep 09, 2007 10:18 am EDT

I totally agree that the loud music that is totally inappropriate for our community. I don't know who selects the music, but it stinks. I don't appreciate the rap, hip-hop tone and what it represents.

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12:00 am EDT

24 Hour Fitness USA disrespectful and rude employees

Every time I work out at the garden grove location in orange county california the employees at the service desk seems so busy talking to each other about nothing and most of the time when an associate is alone that particular employee is spaced out or looking somewhere. When you gave your card to be scanned they dont even acknowledge that your in front of them they are always busy to say hi
To even nod and they dont smile.
Today aug. 26 sat. 2007, as soon as we enter there were about 6 associate sitting on a counter behind the service desk and I beleived two of them were club managers they are talking loudly as usual about nothing. One of the associate approach us without saying anything he just reach over his hand to scan our membership cards.
On your way out its the same thing no acknowledgement.

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D.M.
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Feb 26, 2008 12:58 pm EST

"RUBY" IN VICTORVILLE, California is beyond rude! Their ph. [protected]. Bear Valley Rd...This chick is so arrogant, feels she is above answering a simple question. I, and my family have just quit altogether, she has turned me off to even going there. That is a place you are supposed to get healthy, with RUBY's arrogant smoke filling the air, getting healthy is impossible! All I'd called to ask her was, "what is the manager's name?", rather than simply "DO HER JOB" of giving me his name, she transferred me to him instead...wrong RUBY! I simply hung up before he answered, called her back, and told her once again what I wanted...simply, "the manager's name, please." She yelled the manager's name in my ear and hung up on me. I called her back to tell her how rude she was, she said she didn't have the time to hear anything I said, yep, you guessed it, HUNG UP ON ME AGAIN! I ten called one more time to ask her why she was being so rude, and maybe offer her some MIDOL, and well, yeah, you got it..."click" right in my ear. Screw it, I'll take my chuncky behind right back to the park and deal with all of the pit bulls running around instead! At least you can see them charging towards you before they tear into you, unlike RUBY IN VICTORVILLE! She had the venom of a rabid pit bull with an impacted tooth! They are trained to not have to put up with "irritated clients" (I saw the bulliten on how to keep deflecting one taped to the side of an associate's desk), but in RUBY's case, she is allowed to hang up on and ignore anyone she deems to have the tiniest teaspoon of frustration in their voice! If she were treated that way, you can bet she'd take her complaint to the highest level.

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a schroeder
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Nov 17, 2007 1:57 pm EST

I worked out at the Oregon (Lance Armstrong) Tuatalin gym. And I have to say the check in desk is very rude! I try not to even look at them anymore. I have a hard enough time getting myself into that gym and then we I am treated so rudely right at the entrance... I just want to turn around and leave.

Sincerly,
AnneMarie.

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12:00 am EDT

24 Hour Fitness USA harassing!

I canceled my membership today at 24 hr fitness ft worth and I think someone should know why. I am a figure competitor and have been hanging in gyms for 25 years and since this group of trainers and management came to 24 hr I have not felt at home in this gym. I am a retired trainer who is no longer certified and workout with a friend of 15 years who is also a retired trainer. Naturally we count for each other and encourage each other and probably act like trainers because that is what we used to be. We don't try and get clients, because we don't want any, and we don't even tell people we were trainers. Evidently the trainers at this gym felt threatened by that and complained to the manager brandt. We explained to him that we were both working out just like anyone else that nobody was training anybody and that out of 25 years of habit we still count and encourage and act like trainers. I am in really good shape and lots of people ask me to train them and I say “ am retired” and then I point out a 24 hr fitness trainer and say that they would be glad to help them. I do this at least once a day.

Brandt is more concerned with making his employees happy instead of his members. He never smiles or says hi. Most of the trainers never smile or say hi. Lots of members complain that the staff is rude and they don't feel welcomed when they enter the club. Instead of brandt coming to me and asking me politely what the situation was he comes straight up to me in the hall and immediately threatens to revoke my membership. I have felt that this club is hostile towards me because I am a competitor and has done nothing to be supportive of me in reaching my goals. If they are going to be rude and unsupportable fine but then to try and tell me who I can workout with and how often I can workout with them and even what body parts I can work out with that person is ludicrous.

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Jefffhaines
Camarillo, US
Oct 27, 2009 10:54 am EDT

I've never belonged to a gym before. Needless to say, I'm out of shape. I didn't want a high-pressure experience. I told this to the girl who signed me up for the Camarillo 24-hour Fitness. I told her I DID NOT want a personal trainer. I simply wanted someone to give me a tour of the machines. She agreed, then charged me first and last month's membership. $65.00.

She stuck me with a testosterone-happy personal trainer with the last name of Wood. He kept trying to put me through his circuit, and I kept telling him I didn't want to work out. I just wanted an overview of the equipment. He didn't listen, no matter how many times I told him this. In fact, he made me feel small, telling me that I would NEVER get any sort of fitness if I didn't commit to his personal training program. The guy was a scmuck, and I left the gym feeling very uncomfortable. I never went back. $65.00 down the drain.

I complained via the 24-hour fitness website. No one bothered to respond to my email. I called the 1-800 number to cancel my membership, next. The customer service representative told me I would be contacted by a concerned agent. I was never contacted.

The 24-hour Fitness motto goes something like "Fitness on your terms." It's a lie. If you want to belong to this gym, you have to do things THEIR way.

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12:00 am EDT

24 Hour Fitness USA guest pass refusal and rude treatment!

I am a long-time 24 Hour Fitness member (since 2001 or before) 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, guest pass use and membership request for my son, by all levels of employees of 24 Hour Fitness - Bakersfield 93313 location.

I took my son over to the gym with a 14 day pass that was given to me by the clerk - so he could try it out. We went one day and it was fine, the next day the girl at the desk had my son fill out a form, we thought so he could here about membership. But when Jose, fitness counselor arrived he took us to his desk and asked how many times my son had come in, I said once, with that he said this" card is expired". I said I just received it. I said but I have 2 fitness one day guest pass that came with my membership, he said he is no longer a first time visitor and he was denied entrance. No sales pitch, nothing just rudely asked to leave!

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guerreirosol
,
Oct 31, 2007 6:27 am EDT

I went yesterday to 24 hrs fitness at parkmoore san jose and I had the same experience... they were rude, unfriendly, and they didn't care about what I had to say instead they keep on asking who gave me the pass... ridiculous... the new crew SUCKS!

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12:00 am EDT

24 Hour Fitness USA no air in exercise rooms

I am a new member of the 24 hour super sport club in Glendale California, 91202. On Tuesday, July 25, 2007 I and another member Katie Sabella met to take the 5pm pilates pulse class, in the glassed -in exercise room.

When I entered the space I was overwhelmed by the airless, hot, no air conditioned, no ventilation -space. There was the instructor, MIA, and about 12 other women about to take the class. I asked the instructor about the air situation. She proceeded to say that there was never any air conditioning or air circulation while she's been teaching for months. This was confirmed by the other women.

I was incredulous that these women tolerated such conditions. When I asked the instructor why she didn't demand air for her clients her response was that she informed the management under Ron Douad and still nothing was ever done about it. She then said that she only worked there twice a week so she didn't have any power. Another client added that there WAS air conditioning, but it started in that room 15 minutes before the next class came in. Dissatisfied with such passivity and victimization, I went to the front desk to complain. No one wanted to deal with me. So I went to the man who signed me up and he tried to find personnel who could help. Meanwhile the other employees chimed in that the air was pre -set to go on fifteen minutes before the class, but just not THAT class. Well I am taking THAT class and I want some air! What if I fainted? What if my blood pressure got too high and I'm taken to the hospital in an ambulance because of a heart condition incident? Are we thinking that a potential lawsuit against this company for negligent health conditions is a real possibility? Well I would.

Mr. Ron Douad came into the space to "check it out" and to see what he could do to turn on the air. After looking at something he announced that the air comes on 15 minutes before the class and that it takes 15 minutes to "Kick in". To which the women who took this class twice a week said that there has NEVER been any air pumped in during their times working out. At this point Ron left the space and I was hyperventilating. I said open the doors, there's plenty of air in the big space with treadmills, etc.

No one responded and this pilates pulse instructor told us to start our exercising since all this 'discussion' was causing us to start late. She told us to "let go"of the air problem and concentrate on the body and BREATHING! INHALE slowly, she says, AND EXHALE on 4 counts. You've got to be kidding! I felt as if I was going to pass out.

Now it was true, cold air began to fill the room 15 minutes BEFORE the NEXT class. But the now 15 members of this pilates class were BREATHLESS.

UNHEALTHY 24 hour fitness! At the desk I asked an employee named Dulcie, if she knew what else we could do to remedy this situation and she said impatiently, "Just open the door!"

I then asked to speak to whoever was really in charge of this facility. Nobody knew. Dulcie gets on the PA system and loudly, annoyingly ,barks," Will a manager PLEASE come to the front desk, ANY manager Pleeze come to the front desk. Now thoroughly embarrassed by her humiliating me in front of so many other clients, a reluctant and slightly irritated Ron Douad reappears. As I ask AGAIN about the air situation ,he impatiently REMINDS me that he was the guy who checked out the 'problem' earlier . Yes I remember I said. Here I smiled at him so he knew we were friendly 'complainers' (katie Sabella was also a client and witness) AND that we knew none of this was his responsibility since he had no control over the air situation. 'What shall I do Ron to get the respose I need, so I don't become sick in an airless room while doing strenuous breathing exercises'?

I can not tolerate this 24 hour UNFITNESS!

Katie Sabella then remarked, that she was going to leave as well since she only signed up for the club to swim. She has yet to swim ,since the pool has been 'broken' for the last 7 months. No one ,not even Ron seemed to know the answer to How, What , WHEN and Why.

Now Ron takes us to his computer to show us how to make a complaint, because he clearly has no power to help rectify the situation. He then comments that this same problem exists in the cycling spin class upstairs. Can you imagine such arrogant neglect of members health in a HEALTH CLUB!

As Ron is downloading info on the computer, I happen to see a wall plaque next to him proudly displaying the CORE values of the 24 hour Fitness Club. Next to that there is a plaque reminding employees of what is expectedfrom them in order to maintain a high level of service to it's members. Cool, I thought. I pointed out to Ron the Following: "Ron, the first value of the club reads CARING. Obviously NO ONE cares because NO ONE seems to know any reason why the air is not working. Therefore no one cares about client safety and welfare. #2 ACCOUNTABILITY well that is non-existent at this Glendale facility. Everyone there seems to have Teflon shoulders and passes the buck to the next guy 'cause it's not their job TO KNOW.

Where is accountability? #3 LIMITLESS. HUH? What's that? limitless service?, limitless caring? limitless accountability? the mind reels trying to figure that one out. All I have experienced today were very LIMITED staff, who possessed very LIMITED authority in dealing with these two clients concerns. #4 INTEGRITY Oh my dears. This attribute is a byproduct of the success of the previous three, and we already know what a failure we have there thus far. #5 FUN Well it ain't no fun to suffocate in a pilates class, ever.

SO Now What Ron?"

This now humble and kind man admitted that we definitely had a point.

I asked Ron, since He was right there on the computer, why won't he do this long letter work himself, since he agrees with our concerns and needs. He then informs us that corporate is membership driven and that the members must speak out. Hence, my letter of complaint.

Now what ARE you gonna do to remedy this dire situation and restore faith in your club? Shame on whoever is the BOSS of this enterprise running a sloppy venue and charging a lot of money for non-service!

Waiting for a change, waiting to come up for air!

Diane Venora
Katie Sabella

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Billy Badass
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Dec 17, 2007 5:24 pm EST

ITS LITTLE COMPLAINERS THAT YOU THAT PROBABLY DONT GET ANYTHING ACCOMPLISHED AT THE GYM OR ANYWHERE JUST BECAUSE EVERY LITTLE THING BOTHERS YOU. GROW UP.

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