24 Hour Fitness
Reviews and Complaints

My membership was frozen for unlimited duration on 3/7/10 due to pregnancy at the Cupertino facility. Today (3/27/11) when I went back to Cupertino facility to reactivate my membership, I saw my membership was only valid till July 2011. When I asked about the freeze I was told that Costco membership doesn't qualify for freeze. But when I asked how come somebody was able to process and confirm that my account was frozen, her immediate response has taken me by shock: "You should have read your Costco coupon rules and that is not our fault your account doesn't qualify for freezing and we cannot do anything about it". As a manager (or whoever she was), she wasn't for a second apologetic that someone representing 24 hours gave wrong information that has caused us loose those months of membership unused. Instead she told me if I want to resolve this I should talk to that person who processed my freeze (who now works in another facility) or call member services. I was very disappointed and angered by the way she has treated me and the conversation went towards an argument when she said that "she was not their witness what I was told by XXX". This is like questioning my ethics and the most embarrassing part was she escalated the situation by threatening to call the security if I don't leave (with my infant and husband) and tag my membership. I think this kind of treatment is unfair for me given we were on the receiving side and enough to scare me to not come to 24 hours again. I would rate this as the worst customer service I have ever seen in this country and I seriously question the recruitment and training process of 24 hours. I googled the named of the girl who trash talked on us, and she was a softball player and she just graduated out of Foothills community college in 2010. Obviously, she is immature to be able to handle conflict with customers and this is how 24 hour is able to offer $299 for 2 year membership by cost cutting. Clearly this a hole in the corporate recruitment and training and who ever from 24 hour reading this tell the VP of Customer Service that he need to do his job. I am ready to go back to my local 'Mom and Pop" gym as they are personable and friendly. I guess you get what your pay for!

I tried to bring my 10 months old baby to the 24 hour fitness kids room in Silverado Ranch. It was a disaster. Not only were the attendants stressed out and unwelcoming, I was not able to get my baby in because they stated they had a max of 3 babies in the room at the time. I walked in to a chant of "no more babies" "no more babies". Ok, only 3 babies ever no matter the number of attendants seemed strange with such a large room. Additionally, how would I ever be able to work out unless I just happened to get lucky enough they didn't have 3 already when I showed up. When dealing with a baby it would be hard to get her all ready to go each day and just hope to have a chance to work out. I asked for a manager for clarification and I ended up speaking with the Service Manager. She couldn't answer my policy questions instead asked if I wanted to hear them again from the kids room staff. This is where it really went down hill. The service manager clearly had no empathy for my situation. She offered no apologies or solutions and simply restated the policy of 3 babies. I'm still confused if it's 3 babies because of shortage of attendants or 3 babies at any time in the room no matter the number of attendants. It doesn't matter now, when I asked how to cancel thinking I might have to, she quickly told me she would cancel me right there and asked me to punch in my code. She appeared proud to have the ability to get me out of the gym for good. I hadn't planned on canceling right then but she was on a roll so I wasn't going to stop her. She smirked at me as she handed me my cancellation receipt. What started out as a day I felt so good I was going to get back into the gym after the baby, turned into a terrible experience where I left not only without a workout but without a membership. It may not seem like the worst experience, but to a tired mommy who just got the chance to finally get back into a workout it was disheartening. I joined another gym and had a better experience, I would hate to discourage other moms from giving the gym a try. Just don't go to the 24 Hour Fitness on Maryland in Silverado Ranch.

For a new looking establishment, this facility is decieving. I went to work out with my girlfriend with one of those 7day passes and when i got there, the getlmen working the desk totally ignored me for like 3 minutes while he was chattin it up with one of his buddy's. my identification card was in my car and i had to get it to give to them to hold onto while i worked out. i filled out a paper with all my info and waited for my friend. when it was time to go, i had to wait for 5 minutes at the desk before he acknowleded me. then he said justin would be with me in a minute. well another 5 minutes went by and i noticed three guys ###in in an open office witht the door closed. Much to my avail, 5 minutes later Justin comes out to greet a different customer who had also been waiting for 5 minutes. then the gentleman behind the desk was instructed to make my pass and type in all my info on the computer. he told me it would be another couple of a minutes. Then he started to input my info when another customer came up and he stopped working on my pass to talk with him for what, another five minutes. i then went and checked out the day care center and much to my suprise i was ignored when i walked in. the two ladies behind the counter were not friendly and seemed like they hated there job. when i asked what do you do with a 6month old, she said we would put him in the jumper and of course we would hold him... but if there's a lot of kids here, he will go in the jumper( walker thing), or put him on the floor. the floors are disgusting and there's vomit stains all over them. i give this establishment an F for bad mannerism, poor customer service, and a disgusting day care center with unfriendly staff.

This has been my home gym for the past two years. I joined this gym because it is walking distance from my house. In fact, I have recommended this club to my friends.

Up until now, my only complaint has been that the women’s locker room is poorly cleaned. Rarely are there toilets that do not need to be flushed before using them.

But on the morning of Sunday, Feb. 13, 2011, I had my worst experience yet.

I received unbelievably rude treatment by a Spin class instructor that I only know as “Liz.” She teaches the 10: a.m. class on Sundays.

Although I frequently take Spin classes at this location on Monday, Wednesday and Friday, sometimes I need to do routines on my own to accommodate my schedule. I attempted to do that on Feb. 13. I waited until 15 minutes after Liz’s class to enter the room to set up and begin my routine. I listen to the music on my headphones through my iPod as not to disturb anyone else who might be working out in the bike room.

Liz was in the room well after her class and started playing music very loudly over the speaker system. It was so loud that I could not hear the music on my own iPod. I asked her to turn it down and was met with immediate hostility. She refused to turn the music down, and instead turned it up.

She also told me that she could do as she pleases. She also said that even though I am a paying customer, I do not have any right to use the room AFTER her class, as she is allowed to test her music. She refused to consider testing her music more softly, using earphones of her own, or at home.

In addition, when I asked when she would be done and when I could return, she said, “ I don’t know.” So even when I attempted to compromise, I was met with outrageous behavior. I had an appointment later that day, but was willing to try to avoid her but she was not going to make it easy.

I went to the front desk to complain. A polite employee there attempted to help me resolve the situation. And Liz was rude to her as well. She refused to give the front-desk employee a time when I could return to resume my workout. Liz also snidely told me, “have a nice day, ” as I left. I can only guess she was savoring the fact that she bested me. If this is how 24Hour Fitness wants a two-year member to feel, then I guess that is fine. I would like to think that this would be unacceptable behavior.

I cannot believe in this economy that an employee would dare to be so rude to paying customers and fellow co-workers. There are other instructors and staff there who have been absolutely wonderful. I do not want to leave this gym. For instance, a trainer Johnny Alexander also was kind to me that morning and assured me that management would contact me. I ended up leaving the gym for a walk, instead.

No one contacted me the next day, Monday, Feb. 14. However, I am giving management the benefit of the doubt.

Meanwhile, I am disappointed that an instructor would think that she could get away with being so nasty.

Do not let them bill your credit card automatically. I kept getting billed after a phone cancellation. I did not know it but the credit card number on file (For the operator) was different than the one i was being billed. Later when i noticed i was still being billed, i was only able to cancel after faxing in my credit card statement showing the charges - because their computer system has some sort of serious bug. I was not reimbursed for the time between the first phone call cancellation because they had no record of that call and i did not have the majic credit card number they had on file. I spoke to a senior person and still got the run around. Their error, my pain.

Would NOT recommend this gym to ANYONE! At first I was all about this gym. They were nice, it had trainers, it was 24 hours and it was close. They said they would show me how to use the equipment and I would get 3 free training sessions with their trainer. I was ok on how to use the equipment but I like the fact that I got free sessions with a trainer. I made an 1st appointment– no one show up…. Then I called again spoke with the manager and he apologized and scheduled me a new apt. ONE SHOWED UP AGAIN! Now I’m a very patient person so I called again made another appt. The trainer finally shows up. My second appt a no show again. So I let it go and used the gym because mind you it sooooo close to home and its 24 hours. Put my account on hold for a couple months because I was going to be out of town and the person said that was fine just call and we will reactive your account. So when I came back I paid with a new card. They said that was fine we will start your account. THE CHARGE MY account for 3months! The girl said it was only going to be 39.95 Per worker at SNAP fitness said since they didn’t have a signed paper to freeze my account they would have to charge me for the 3months. And he will have the manager call me. No call yet… called corporate complained and nothing….. DO NOT SIGN UP WITH THIS GYM!

In December 2010 I signed up for a fitness membership at an El Segundo, CA location. One of the initial questions the employee asked me was if I wanted the $29.99 charge to be "recurring" on my credit card. I said NO. I didn't think to check my bank statement for this charge, and apparently 24 Hr. has been debiting my account every month since, until I found the Feb. charge on my statement and called the customer support line. The man on the phone told me that a recurring credit card charge is MANDATORY. I was surprised to hear this, obviously, after being told my card would NOT be charged on a recurring basis when I signed up. I canceled my membership and was told the Feb. charge would be refunded within 30 days. I am a little skeptical, however, because there was no confirmation email regarding this, and I think that either the customer service rep (who is based in a foreign country) was trying to appease me, or the 30 days will lapse and I will then no longer be able to take this matter up with my credit card company in order to reverse the charge. 24 Hour Fitness by many accounts is a money-grubbing corporation.

I have been member of 24Hour Fitness for almost 4 years. I visit two gyms bi- weekly, and I see that things are getting from nasty to terrible with every month! The gyms are filthy beyond words, trash stays on the floor for days, floors are so filthy I wouldn't venture off my yoga mat...The "personal trainers"(what a joke) are only interested in signing new members up so they can get their commission. They couldn't care less that the cleaning solution or towels are missing for days. Equipment stays broken for months! They cancel classes and don't even bother to change the schedule on the wall, online, or leave a stupid note on the door. They cancel classes that are full, and they replace them with some b...s...When I see people taking tour, I feel like screaming: RUN FOR YOUR LIFE! Why do I still go there ?Because these are the gyms closest to my place, and frankly I don't have a choice. BUT IF YOU CAN GO SOMEWHERE ELSE - DON'T EVEN BOTHER WITH THIS PLACE!

I joined 24Hour Fitness in December 2002 in St. Louis, prepaying for three years. After that, I was supposed to have a lifetime membership to every club except the Super-Sport. After three years, my annual renewal would be slightly over $100. In 2008, I got a job in Southern CO and lived over 50 miles from any club. I still paid the amount for 2009, but I was unable to even use it once. I didn't even get my renewal notice for 2010, but I didn't think about it, since I couldn't use a club anyway.

Recently, my job transferred to Denver. I called 24 Hour Fitness to renew and was told I was terminated! I was told I'd have to join as if I was a new member! After several phone calls with mainly rude people ( only one man at a local club was understanding), I received a phone message from Gloria ( supposedly an account manager at Corporate) who said it was impossible to reinstate my membership. Obviously this is a scam- everything is set up for paying huge upfront fees. Only the one local employee empathized that it didn't make any sense to pay for a membership when I was too far away from any club!

How would it hurt 24 Hour Fitness if I was willing to start paying them $100/ yr again. I hired their personal trainers several times, so they made a lot more money on me than the $100. After reading so many other complaints about 24 Hour Fitness, I know that my story isn't an isolated case! In this economy, I'm sure I can find a gym that will charge reasonable fees and have better customer service!

I'm thinking of posting this on Facebook and warning "friends " and "friends of friends". The 24 Hour Fitness site states they have a great rating with the BBB How can this be? The public needs to be warned about them!

I had a membership to 24 hour fitness. It was a $99 a year for life. I went to the club and paid the membership. The girl at the desk charged me $99. I thought all was well. I did not use the club for several months. I went to the club finally and found that my membership was canceled. Apparently the girl at the front desk did not charge me the $8.17 tax for the membership. Now when I called customer service they say that they cannot reinstate my membership but they can write me a new membership but there will be an increase in the dues. WTF is this. They make a billing error and then cancel my membership and try to get me to sign up for a new membership for more money. There is something seriously wrong with this company.

Tu caveat emptor (let the buyer beware).

i'm really upset about 24hour fitness customer service. I had my account freezed for certain period of time because I went to Michigan last year. I came back this year and have paid the annual fee to re-activate my membership account in March. Here I am being charged with an annual fee again in July this year. Where does the six-month extension of my membership go? We should form some kind of legal alliance to sue 24 hour fitness.

This recently built establishment employs criminals and they have no class or care for customer service. In the past few months Chere Garcia and employee of the establishment has given me and my co workers horrible service. This employee recruited hard working mothers to her unlicensed day care and out of the gym. We soon came to find out that this woman is a known drug user and has been sighted in local restaurants and bars under the influence and very combative. She also was convicted with felony charges for identity theft, credit card theft and STEALING personal information from employers!
What kind of establishment hires these types of people! Come on HR do your job and listen to your customers

I was one of the "class" of victims who bought a long-term "all clubs" membership with fixed annual dues I paid faithfully. Meanwhile 24 Fitness denied me access to more and more locations by rebranding them "sport" or "supersport" after a minimal renovation. They settled the class action suit by offering to "upgrade" the "all clubs" membership for $5/month for "sport" clubs (which they have already started rebranded super-sports) and $10/month to "ultrasport" (the next scam rebranding I guess). The annual "all club" dues are paid annually by check, but the "upgrade" MUST be paid MONTHLY by EFT only. Don't like it; too bad. Complain to Member "Services" -- in the Phillipines and know nothing not on the web site. Impossible to get contact number in Carlsbad, CA HQ right up the road. They don't want to be bothered with members, just their money.

Avoid 24 Hour Fitness like the plague. They are the Microsoft of fitness in both size and their brazenly customer be damned attitude.

24 hour fitness deal. Pay upfront for 3 years, you will only pay $50/year thereafter.

I paid one year membership July 2009, through their website and it will expire soon.

A lot of members are enjoying paying only $50 per year, but 24 hour fitness took away this deal last July.

This deal was only informed to customers who visited and signed up with a sales person.

It was not informed in their web site at all.

It is not fair .!

Do I need to buy a membership for 3 years, then I need to buy it again? Price will go up each time.

i'm really upset about 24hour fitness customer service line. i had my account freezed for certain period of time and 24hour fitness reactivated on their own and charged my debit card. when i called to ask about this situation, only thing a guy telling me was that it can reactivate itself. i was really upset and ask for refund, and only reply was i can just go to the gym for a month. this is the worst customer service ever. i wanted to talk to the manager and the guy put me on hold for more then 10 mins, and i just hung up. when i freezed my account, they never told me anything about reactivation. when i asked to talk to the manager, this guy's only reply was " did i answer all of your questions?". he was mocking me for sure, he repeated the same question "did i answer all of your questions?" 3 times in a row.
worst service ever...
before you freeze the account at 24 hours, be sure to ask every little detail about reactivation and other hidden fees.

While attending a local professional sports game I won two free annual memberships to 24 hour fitness. I went to the club and filled out necessary paperwork to register for the membership without any apparent problems, but began to get charged for the membership within a couple of months of having joined. I've called the club twice and not been able to get someone on the phone who could help me, and even showed up once in person to the club and was told I needed to come back when a certain manager was there.

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

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

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

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

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