24 Hour Fitness
reviews and complaints

I went with a friend of mine to go check out 24 Hour Fitness in Antelope, on walerga and when I went there they said that they are offering a 3-day pass that's what my friend told me and then what I went up to the counter they asked so I asked the lady and she said that she can get me a 3-day pass to try out the gym and then there the lady passed me along to a girl named Brianna then Brianna she insisted to say at she was not going to give me the 3-day pass and she was going to give me the one-day pass she was taunting me and asking me inappropriate questions about my weight and my personal life and taunting me with the pass and saying that she only give it to me if Im full committed to the gym. After the questions they gave me one day pass after all of that embarrassment. I can't believe that 24 hour employees evaluate you and make judgments to how many days they can give you. I really wanted to join but after that I will never join a 24 hour fitness.

24 hours Ontario Super Sport

So I wanted to give a suggestion to MARK JOHNSON the manager and he was RAF the entire time he was talking to me he had his arms crossed and gave me an excuse to the issue I was having I simply was stating the fact that as a paying customer I should be able to check in my son in and out and not have to wait 15 minutes to check in my kid so that a guest that is not even paying get their profile set up that should be done with the sales guy outside and he was twisting my words and telling me that I said that the guest are not as important as me when I had simply suggested that they should use a different system and not have waist paying customers time as a parent I can only use so much time for myself before I get Mom guilt. Instead of being understanding he made me feel worthless and an ohh well attitude and when I tried asking him the number to corporate he said get it yourself it's online WOW MARK JOHNSON RUDE Manager! Bad customer service. Mark even kept telling me that he was the one that was going to call me since he gets all the complaints forwarded to him even if they are coming from corporate office the entire time smiling like he was going to make sure my complaint against him are going to go nowhere

Can I get the GM phone number ASAP ? I can't believe how I was treated today like I was worthless and my complaint did not matter MARK JOHNSON NEEDS TO BE FIRED OR GO BACK TO CUSTOMER service training he also just lost a personal trainers sale that I had set up for next week

In the earlt 90s I spent 500.00 on a lufe time membership to fitness usa in the flinr area they closed one due to a fire on dort hwy the i started to go on miller rd in flint then they closed a few years later no notification what so ever. I'm not very happy spending thus kind of money ans not beinf notified on where else honors my life time membership!

This is my first visit to the gym in Pembroke Pines FL!I went to this gym with my friend to work out because he wanted to go in for one time with me so that I can warm up to the place. I come in to the gym and the gentleman at the front informed me that my friend needed an ID to come in, if not we would have to pay $20.00 for him to workout for one day. And I can understand that! We came back home to his car and he got his ID and we went back. The same gentleman said he needed to wait for a sales person to make him a pass to the gym. We were waiting for a few minutes and a person comes over and identifies himself as the sales manager and extends his hand to me, when I was going to shake his hand I told him that my friend was the guess. The gentleman imideetly pulls his had away and tells me to ask him fro his ID, so I turned around and ask for his ID. The sales manager starts talking to him and tells my frind he needs to do a tour of the gym and pick a membership if not he has to pay $20.00 dollars to work out for the day. Now I come in the conversation and ask him what was the point on making me go get the ID if we had to pay anyways? The manager pulls me to the side and tells me that he was having a nice conversation with my friend till I interrupted and told me to go work out till he finished with my friend. Are you kidding me? How rude can you be almost putting your had in my face to interrupt me and tell me to go work out? That was my guess and he didn't have to be nice to him only because he was not a member but even nicer to me that I just join and it was my first time there. Completely disrespectful and I'm very disappointed in this place.

The sauna at 24 hr fitness on 120th and Crenshaw in Hawthorne, Ca has been broken for months. It's ridiculous that it's almost 6 months and it's still not fixed. Major inconvenience for all the members.

This needs to be addressed and fixed ASAP!
It's totally un fair that this gym gets the least attendtion when it comes to repairs. I'm sure this would not happen in the more affluent locations.

For a gym who to considers itself as a "health club" or claims to benefit towards one's "appearance", 24 Hour Fitness fails on multiple levels. The outside of the Yonkers club particularly in both parking lots and directly at the entrance is littered with garbage, food, debris at a staggering amount. I can not believe the club thinks this is an acceptable appearance for existing and potentially new members. The equipment throughout the gym is old and rusted. The entire place needs an entire facelift, though out the gym and bathrooms. The ladies room and men's room (according to my friend) is horribly lacking in basic sanitary maintenance; it is down right scary. And when this gym had the option to do updating when it closed for over 6 months they did nothing! When complaining to the staff or calling customer service at the corporate location (multiple times), it fell on deaf ears. Everyone punted to someone else and no one wants to take responsibility for the sad state of this gym. So, if you truly care about your appearance, this club clearly does not. Instead, they put the money into building 2 NEW facilities in Pelham and Scarsdale, NY. Existing members at the Yonkers location would have to upgrade their membership to use the new facilities as they call it a "super gym". Shame on you 24 Hour Fitness!

Hello -

I am writing to complain about being misled and receiving inaccurate information from your call center (both financial dept. and member services), as well as in person at the gyms located in Chula Vista, CA and Thornton, CO. I have included more detailed information below but the concise version is that I want to cancel my membership, and my wife's membership (she is an add-on on my account) without paying the $49.99 Annual Fee that is on both of our accounts. This is the only charge left on our accounts. A cancellation and waiver of the two Annual Fees is the resolution I am hoping you can provide me.

At this time, I am extremely frustrated about the customer service experience I received at all levels of 24-Hour fitness in regards to this issue. I feel your company has conducted deceptive business practices, and perhaps fraud. All of the customer service reps I have spoken to have provided NO resolution to me besides pressuring me to pay these fines by using inaccurate and confusing facts - which appears to be a corporate-sponsored attempt to gaslight customers. Additionally, a look at 24-Hour Fitness' BBB Profile shows complaints that are very similar to mine (i.e. see Brooke D's complaint left on 1/3/18). I can imagine there are other people with similar concerns who have no left a public response.

Because it appears this is not an isolated incident, and the feeling that 24-Hour Fitness is practicing manipulative and deceptive business practices, I have sought the advice of an attorney regarding possible civil action on behalf of those who have expressed similar complaints. She advised that before i retain any legal representation, I first try to reconcile this situation again within your complaint system (in hopes that you can resolve my issue and thus also take action to resolves others in similar situations). Thus, I am hoping this email will resolve it, as speaking in-person and calling the 1-800 number has yielded no results.

I look forward to your timely response either through email ([protected]@gmail.com) or via phone (removed) with a satisfactory solution to this matter so I do not have to take further legal / public whistleblower steps.

- [removed]
You can find my account under this name, with the phone # [removed]

Spring 2018: I went in-person to 24-Hour Fitness gym in Chula Vista expressing we were moving to CO and had a new baby, so I needed to cancel our membership. The rep at the gym agreed and I left, feeling it was resolved and happy that he was so nice. In fact, I remember praising you guys to friends b/c I had been a member on and off for years and had nothing but good experiences at the gym.

Dec 18, 2018: I receive a call from a financial dept member of 24-Hour Fitness saying that I was past due on both my wife's and my accounts and said I needed to pay them now, over the phone, or it would escalate to collections. I expressed my confusion that I was still on the hook to pay for anything, since I was under the impression that our memberships were cancelled. (The reason why the bill wasn't paid was b/c I had changed banks in my move and that debit card on file was no longer valid).
I was then transferred to the Members Dept and told that our membership was on hold, not cancelled. I expressed my confusion again and disappointment that this was placed on hold and not cancelled and the Rep offered me no resolution. I asked the Rep what I needed to pay to cancel and she said "you have only have two months left, so pay the balance you owe - which is 2 months - and then pay the other 2 and you can cancel, but still use the gym." I did not want to do this, as I now live in another state and my family/work life has changed and it's not feasible for me to use 24-Hour Fitness anymore. Again, I expressed this to the Rep and was again pressured to "just pay it and use the gym b/c you'll have to pay it all anyways." At NO time was the Annual Fee mentioned, even though I specifically asked for EVERYTHING I owed on my account to be told to me.
At this time, I believe the Annual Fee did show up in my account, as the Rep I spoke to on 1/10/18 let me know that is billed every 12/8.
Still torn, I chose to pay the outstanding amount to, what I believed, get my account in good standing in an effort to not be sent to collection or lose more money. I paid $67.98 over the phone.

Jan 6, 2018: My wife and I go with our two kids to the 24-Hour Fitness in Thornton, CO b/c we were going to try to see if we could once again incorporate the gym into our lives. The Rep at the front desk was very rude to us and again said our accounts were past due! I was upset, since I had just paid money over the phone. She explained that it didn't include the most recent month's dues (still not sure which one she was referring to) and offered us no additional details or explanation. She also did not mention the Annual Fee. Both my wife and I paid each $59.98 at the front desk because we had already brought our two small children to the gym and it would have been difficult for us to leave.

Jan 10, 2018: My wife went to the 24-Hour Fitness up in Boulder b/c at this point she is like we should go, we spent all this money, and AGAIN the rep said our account was past due. My wife called me and I called the Call Center, speaking to several Member Services reps, finally ending with Hannah (Employee ID Z3314). Hannah explained to me that the Annual Fee is due b/c our account is in good standing (i.e. we paid all of our past due bills). I explained to her I didn't realize we had an Annual Fee and her response was that it was in our Agreement. She explained that if I had cancelled my account instead of paying the past due months, then I would not have had to pay this Annual Fee. But now my accounts were "good standing" (besides this Annual Fee) so I would have to pay it in order to cancel.

To me, it seems like 24-Hour Fitness reps are directed to hide that this fee was coming up and, instead, convince me to pay my past due accounts in order for my account to be in good standing and force me to have to pay the Annual Fee. All to help milk every penny from members. It feels deceptive this fact was omitted to me in multiple conversations until it was too late to make a change. And the fact that I still have to pay an Annual Fee on a cancelled contracts seems at the very least unfair and at the most fraudulent.

Now, my family has paid almost $200 in a matter of weeks to 24-Hour Fitness for service we no longer want or need, all while feeling pressured to pay or be sent to collections. I am truly hoping 24-Hour Fitness sees the benefit of retaining some sort of goodwill with long-term members and waiving this $100 rather than continuing to dig in their heels over a sum that, to me, is a large amount but I am assuming to a large company is not as impactful to their bottom line.

I joined 24 Hour Fitness in 2007 when I moved to LA from NYC, and maintained a membership for the 9 years between 2007 and 2016.

In 2016, I temporarily moved out of the US, and so I had to cancel my membership.in mid 2017, I returned and rejoined as a member. That was about 8 months ago.

Now, I've just moved to a new address and changed jobs in an LA location where it would be super inconvenient to continue using 24 Hour Fitness (there is no location between Playa Vista where I now work and Culver City where I now live.)

I called 24 Hour Fitness to cancel, and was told I would need to pay a $100+ cancellation fee in order to cancel my membership. I tried to explain to customer service how I really had been a member for essentially 10 years, and on that basis, I expected the penalty to be waved, but customer service just kept telling me, "well, you signed the contract...," which is literally like saying, "tough luck, 10-year customer, we fooled you!"

I had to ask to speak with 2 different levels of supervisor and spend an hour hour+ on the phone until I finally reached supervisor Celeste (employee id Z2523) who was similarly dismissive of the value of my 10-year relationship with 24 hour fitness, but begrudgingly agreed to lower the penalty by 50%, as if she were doing me a huge favor.

So congratulations 24 Hour Fitness, after 10 years of membership you have left me feeling ripped off and treated like another anonymous mark in your contract con. I will make sure to advise anyone within earshot not to join your clubs.

A few months back I went to the the 24hr fitness gym @ 1850 Ocean Ave, San Francisco, CA 94112. I had inquired about the towel rental per month for which I was told it would be $15/month with a first and last month's towel fee paid upfront. I stated at that time I would wait until I was getting closer to the end of the month which would hopefully allow me to be able to take advantage of the towel program for an entire month. When I had finally purchased the towel rental for 2 months it was a fairly quick process. I paid upfront for two months from which I remember it being either cash or card, signed on a signature pad for an agreement, and got the all clear after paying stating that everything had went thru on my membership and that I was showing that I had towel rental on the computer screen next to my name (this is what I assumed from them pointing to the screen). For the next few weeks, I came in and received a towel, no problems. On about the 3rd week I check at the front desk for my towel rental and then I'm told that no I wasn't signed up for it. For which I explained yes, I've already signed up for everything because this is what I had done by paying and signing according to your agreement. Over the ensuing 15 to 20 minutes I'm standing there explaining to the manager of the facility that yes, I've paid for this service and yes it should state this on my agreement. For which they reply no, it doesn't state this and he takes a few of my credit cards to check and see if I have paid… for which I reply, yes, I have for the last time and if it states that I'm not eligible then why in the hell was I getting a towel for the past 3 weeks and no one has questioned it until now? Needless to say I felt it was a waste of time arguing about a $15/month towel rental but I'm stating it for principal of the matter at this time because maybe this is a reoccurring theme at the gym, I'm not sure, but for myself I don't appreciate paying for a service only for it to sound nonsensical as to why I was given the towels for the past few weeks in the first place with folks saying yes, you're still signed up...

Another thing is my membership… my wife and I paid for a promotional deal years ago $750/person and $20/year which is a great deal in itself, but it seems everytime someone looks at my membership other than the manager it seems foreign to them.

Personally for me I can't stand paying for something twice especially when it seems the process is at fault and not the member.

I wanted to write in to say I will not be renewing my or my husbands membership after 12 years as a member. The gym is not taken care, machines are not kept up and broken parts are not replaced. There are 3 treadmills that have had broken parts for 7 months now. This gym was supposedly upgraded and our membership almost doubled unfortunately nothing is being taken care of. The topper this morning was again no paper towels in gym and no toilet tissue in the bathroom.

I go to the 24 hours fitness at Potrero Center in San Francisco, I been a member of this gym for several years now, on 11/09/2017 I went to the gym after work like I always do, I signed in and went in the men's locker's room as I was undressing a woman came in the men's locker room, I look around to other gym members and everyone seen concerned, I thought I was very unusual, so I dressed my self up and went to the front desk to report the incident, as I approach the front desk the same lady that was in the men's locker room heard me telling the situation to one of the employees, the employee told that she was allowed to do this because she considered her self a man, I asked the employee a few more question to try to better understand the what was happening, the same lady after got really up set and started calling manes and insulting me, I did not wanted to argue so I just went back to the locker room, and did my work out as usual, after I was finish with my work out, and as I was leaving the gym the Manager approached me to tell me that my membership was going to be cancelled because the same lady complained about me.
I think this is very very unfair, because I did not know what was happening or what the situation was or the circumstances, I was only expressing my concerns. I did not insulted anyone. But now they have cancel my membership.

Hi I went to your gym today on Citrus Heights CA because I'm here for vacation this weekend and I decided to go to there for my workout today with my boyfriend (he has a membership there but not for to long), the girl who was as a receptionist it was super rude with me when I told her that I didn't have a membership and she was like "it's 20 dollars just for today", I went online and I got the free pass for three days so when I came to the gym again I told her look I have this free pass and she was like ok wherever, I need your ID, at this point I was really angry, so another employee came to me and told me that I have to put my name and everything I told him about the free pass and he told ok (like he didn't care all) but I have to charge the $20 anyways; so I wanna now about your policy on your 3 days free pass because I was thinking became a member at your gym but after that I'm not sure and I think my boyfriend it's gonna cancel his membership as well, thank you.

Hello I go to the 24 hour fitness in Moreno Valley California I had a restraining order against an employee that works there so they transferred him after I gave them the court order but it took awhile for them to do so and everything was fine until they brought him back without letting me know or telling me why he was brought back so it became very uncomfortable for me to be coming to the gym when he is in the front desk. I don't get greeted like I always do when I'm at 24 anymore since this happened. I tried to contact the manager and it took awhile to get a response when I did the manager by the name of mark had told me to come in before 5 to talk to him. I live on the other side of town I come in around 3:30 and they tell me he says to come around 8 I was very upset because he made me waste my time and gas to go talk to him so I decided not to deal with him anymore and tried to talk to the employee myself so I can resolve the issue myself and it did not work out instead his manager told me not to speak to me. From what I was told they told me he came back because I cancelled my membership and that never happened. I have been at 24 hour fitness for almost 2 years now and I am not happy anymore here I just want my initiation fee back and to join another gym. This isn't something I should be going through, the gym is my free time and I enjoy working out and taking the classes at 24 but now I'm fed up and I'm not happy. Your manager does not know how to handle this situation and I'm done. I never get a phone call to reschedule with me so we can figure out the situation they just pass me by like I'm nobody.

First of all, the good: Great Gym, it is New, and for the most part, the staff is good. Now the issue I have with them is based on their false promises and lies to get you to sign up with them. My girlfriend and I were debating on which gym to sign up for and decided to check on the new 24 hr Fitness nearby. We had no intentions of signing up, but wanted to check it out. After waiting for 1 hr which I overlooked that day, they showed us around and at the end we told them we weren’t thinking of signing up that day as we also liked other options. The sales rep, beware of him, his name is Philip, went on to offer us a “great” deal if we signed up that day where he lowered our initiation fees and gave us 12 one hour sessions of personal training for half the price if we signed up at that moment. We were hesitant and he kept pressuring us how it was only a deal if we signed up on that day, but he saw we weren’t budging and offered us to lower the initiation fees all the way to $10 for each. So at the end of the day, 2 signups and 12 sessions of personal training for about $400, we thought, that it was a “great” deal and proceeded to sign up the long like 10-20 page contract.

Boy were we wrong, the next month, I unexpectedly get billed $600, the other half of the personal training and all the remaining initiation fees. We were never told this, Philip explicitly said it was whatever we paid on that day and then all we had to worry about were the monthly fees. When I approach management about this situation, they pretty much insinuated that I was lying and heard wrong. In my opinion they were trained to handle this exact situation, I spoke to one manager first and then another one and they responded the same way, to the point of using the exact same words which was fishy. When I question them about the lies of the “great” deal, they responded by saying I did get a deal because personal training is usually a little more expensive. But even that doesn’t change the fact about not being told about the second part of the payments. It doesn’t make sense to me to lower my payment at the start just to have to pay the rest NEXT month unless you are trying to fool people into signing. Because by the time you get billed that second time everything is non-refundable.

One last thing is that management is extremely young, employees and managers are all basically the same age and friends and I could see how they did not like when I pointed out the lies of Philip, which is probably a close friend. As I was leaving, I asked about where I could go to write a complaint, they told me online but pretty much told me it is a waste of time as the complaint eventually ends up with them. Very disappointed, as it is a great gym in my opinion, but by thinking about short term success they lose out on potential long term customers which isn’t the best way to do business.

I no longer go to this gym. I called in last week in order to cancel my membership. The person I spoke to stated that everything is in good order to be cancelled, yet this week, I was charged my membership fee, and it still shows my membership as being active. This is beyond frustrating. And now when I call the cancellation line, I have to wait 20 mins? Beyond ridiculous.

This terrible experience has made me vow to never go to 24 hour fitness ever again. There are other gyms or rather BETTER gyms out there. I will make it my life mission to turn everyone I know away from 24 hour fitness.

This is an older facility and I'm assuming it hasn't undergone any upgrades, however it is inexcusable that customers are subjected to the uncleanliness of the bathrooms and showers. The showers consistently smell like mildew and urine, they are very gross. Also it is unsafe. I've been there in several occasions when men have wandered into the women's shower area from the open door entrance that leads from the sauna area. There should be a separate entrance. The area that this is located is in a highly saturated area for the homeless and mentally ill. One morning I was there when a homeless and obviously mentally ill man refused to leave the women's shower room and had wandered in from the sauna area. When he was confronted by staff he lied and said he wasn't in the woman's shower room. It is highly unsafe and especially early or late hours

Hello my name is Edwardo and i have been a member for several years. I want to bring to the companies attention a serious matter. I have recently been attending a gym in California on 120th and rosecrans in Inglewood. There is a serious lack of cleanliness and attention to gym material. I have talked to several managers but have yet seen anything done. When there is a build up of mildew in the showers there is a serious problem. Please if you can review this gym a d contact me at edwardo.[protected]@gmail.com. Thank you.

I am a client of yours because of my work that provides a basic membership for access to your fitness locations. I came in and sat down with Otis Jordan for my upgrade. We spoke about my little brother getting a membership but without my consent he signed my brother along with my package and proceeded to contact my brother after the fact with a price package. Otis is a snake and lied straight to my face and if this escalates any further I will get my lawyer involved in this matter. I have asked for a refund back and waiting for him to process it like he said he would. He hasn't sent me any email confirmation In regards to what I signed up for even after coming back a second time to confirm my email at the location. Again the man is showing untrustworthy characteristics and is a liar. I will take further actions if this is not dealt with.

I was wrongfully accused on something I did not even commit. When they confront me on the accusation, I could see in their eyes that they are 100% sure I am in the wrong and their right; telling me do not do it again. I will spread the word on how this 24 hour facility has poor staff and judgement of character.

email: charley.[protected]@gmail.com
[protected]

This isn't the first time it's happened so I decided to write. On Sundays (however it's happened on other days of the week) the kids club closes at 12:00 pm (I feel it should be 2:00 like sat but that's not my reason of complaint) many people agree 2:00 would be great too. Yesterday, 7/23 I went in at 10:45 and there was a sign on the door saying ithe kids club is full and they cannot accept anymore kids. As I was reading it a lady walked out with two children so I thought to myself, they would have room for my daughter. When I walked in they said they wouldn't be able to take her because one of their girls will be off in 30min. I feel the staff should be there as long as the kids club stays open. It was only 30 more min and I was looking forward to an hour workout & my daughter looked forward to being there. So it's just disappointing that I pay for the service and can't use it. Hopefully something can change reguarding that. Thank you for your time.