24 Hour Fitness
Reviews and Complaints

I have been a member for over a year now and never been humiliated by certain employee James until today.

My 8 yrs old son and I playing basketball in the gym and been told that the my son is not allowed to play basketball...We have been doing this for almost a year now about 3 times a week... The only reason why I signed up for a three year contract because I have been told by a member services that I can bring my son along with me to the facility where he can swim and play basketball...Why the policy has been change? Is it because I’m Asian? Why there's other white folks playing with their kids under 12 yrs old in the facility? A rude employee such James shouldn't be working with your company w/ a great expectation of customer service...My son loves to play basketball and by taking his privilege away means a lot to me as a parent...I am hoping that James kids wouldn't be treated as we we're treated badly today...I feel that I would enroll to other fitness center that we will be treated fairly because of our skin... Is 24 hour fitness prefers white folks over us Asian?

I've been getting billed monthly when i cancelled my account 2 months ago. I would like this figured out ASAP.

I have been a member of 24 Hour Fitness for nearly 20 years. I even worked for them in the late 1990's & early 2000's. By working for them I knew the service agreements like the back of my hand. Every section and every clause...

This month, I was balancing my account and noticed... my 24 Hour Fitness dues were increased?!? I was like... hold on, I know my contract did not allow for a dues increase nor did it give 24 Hour Fitness the right to raise my dues.

I called the club I go to and the worker told me they sent me a letter last month notifing me of the increase and 24 Hour Fitness's agreements reserve the right to increase dues... yadda yadda yadda. She confirmed my address on file and I did not recieve a letter. I am also signed up via their e-mail system... and didnt get an e-mail either.

I tried to explain that I knew my agreement front back and side to side as I worked for the company and it does not allow a dues increase and I know the agreements have changed 3 times since I have worked for them.

Long story short... I asked for a copy of my original agreement/contract and the worker stated, I can send you our current agreement. I explained I didnt want the current one as I signed and agreed to a different one... she placed me on hold and when she came back she said she would try and request it but it would cost me $20.00 and she doubted they could get me the original copy as 24 Hour Fitness has basically closed their corporate offices in Southern California and moved everything to Asia to save money.

The increase is not that large... but its the principle. Not to mention if they increased my dues... they have or will increase the other 5 million + members which easily adds hundreds of millions to their company...
Is this legal? Can they do this? I dont want to cancel my membership as the club is 2 blocks from my house... and I know the local workers can not do anything...
What if anything can I do?

Joined 24 Hour Fitness many years ago with a large payment up front for the first 3 years. This contract guaranteed a set rate of renewal for "lifetime" after completion of the first 3 years. The contract was for an "All Club" this included the upper level "Sport Club". 24 Hour is now remodeling and upgrading many of the clubs that have been neglected for years in order to compete with more modern competitors. The signs they hang on the remodeled club include the adjective Super in front of Sport. When they add the adjective Super 24 Hour claims this then allows them to deny access to "All Club " members unless they are willing to "upgrade their membership" This is simply a thinly disguised attempt at voiding current rates and forcing higher rates on long time customers that have locked in rates. If you would be interested in the possibility of a class action and are a currently effected "All Club member please visit the following site for more info.

http://sites.google.com/site/24hourfitnessclassactionoregon/ Joined 24 Hour Fitness many years ago with a large payment up front for the first 3 years. This contract guaranteed a set rate of renewal for "lifetime" after completion of the first 3 years. The contract was for an "All Club" this included the upper level "Sport Club". 24 Hour is now remodeling and upgrading many of the clubs that have been neglected for years in order to compete with more modern competitors. The signs they hang on the remodeled club include the adjective Super in front of Sport. When they add the adjective Super 24 Hour claims this then allows them to deny access to "All Club " members unless they are willing to "upgrade their membership" This is simply a thinly disguised attempt at voiding current rates and forcing higher rates on long time customers that have locked in rates. If you would be interested in the possibility of a class action and are a currently effected "All Club member please visit the following site for more info.

http://sites.google.com/site/24hourfitnessclassactionoregon/

I have been a 24 Hour Fitness member since 2000. I got a deal with them back then with prepaid of 3 yr of membership, and $99 annual due thereafter. I haven't been really working out for the past couple of years and using their facility maybe once in a blue moon. I went in to work out couple weeks ago and was informed that my membership was terminated due to missing payment. The only way they can activate my membership is to provide proof of payment. My annual due date is 6/22/09, which is 7 months ago and I can't remember how I paid it and not to mention tracking my proof of payment. Basically, 24 Hour Fitness staff told me it's my problem, not their problem and nothing they can do about it. I went work out 8/31/09 (I put a comment on my Facebook and that's how I remember my last workout date), and no one told me that they didn't receive my due in June. Apparently, 24 Hour Fitness does have a 90 day grace period, so if someone would have told me I missed my payment when I last worked out on 8/31/09, I would have paid $99 and stayed on my membership (though I believe I made the payment but somehow didn't go through, as I have been paying for the last 10 years). All 24 Hour Fitness staff said "Sorry about that, again nothing we can do". I called the Club and membership services, all I got was run-around and "nothing we can do" & "you can negotiate a new contract with us". One membership service rep did tell me that he saw a note about payment on my account, but the company never got through it. He needed to check with Support Team and would get back to me. Of course, I never hear back from 24 Hr Fitness. I called again, and 24 Hr Fitness acted like nothing had happened and never heard my situation.
I am completely pissed at the way they treat loyal customer. There's always a solution to something. 24 Hour Fitness just simply doesn't care, they are after $, not care about you as a customer, not care about your health (They pretend they do when they try to persuade you to sign the Personal Training sessions). I see it as they try to screw me out of the sweet deal I got 10 yrs ago. I have no faith in this company and completely disappointed about how they treat consumers. DON"T GO TO 24 Hour Fitness, unprofessional, unethical, disgusting customer services.

I am not a member of 24 Hour Fitness, but my friend talked me into trying a kick box class with her using a free pass. I went to the class with her not intending to set up any membership, just to try the class. After the class, I was pulled aside by the night manager working and he was very demanding in setting up a membership. I explained to him I was not interested and he got really pushy and rude and claimed we were "using" his gym and that he would have to charge us. We were completely surprised that he was saying the things he was saying. He insulted my friends job as a fitness instructor for a local gym and was talking down to us. I think his attitude towards me and my friend was completely uncalled for, unnecessary, and very rude as we did nothing wrong. He made me and my friend insulted enough that I had to make a complaint. This is not the way potential customers (or any customers for that matter) should be treated.

I go to the 24 Hour Fitness in NW Houston - located between Louetta and Spring Cypress. For the last five years, I've heard about how car windows get smashed so cell phones, brief cases, and other items can be grabbed. I never take anything tempting to that gym. And I always park at the very front center of the gym.

Last night (November 15), some jerk smashed my window in order to steal my cell phone! Can you imagine that! I parked in the center row, 3rd parking space from the front entrance. My driver's side window facing the front desk. The theif smashed the window and grabbed my phone. No witnesses. No one saw him. This happened at 1145pm at night. Between 11:45pm and 12:30 am.

I have to replace the window of the rental car ($98). I also need to buy a new cell phone, which is going to cost more than the $100 I paid through Sprint since I am not eligible for an upgrade.

I called Patty, the manager, at this 24 hour location. She knows about the thefts in the parking lot. The is an ongoing racket. Yet, the manager doesn't get the undercover police involved in stopping the crime. They always smash the windows of 24 hour fitness customers because they know they will be in the gym for an hour or so. You go in the gym, and they smash your window.

Patty would not pay for my window. Nor would she get the police involved in stopping the crimes. Her car has been smashed. A lot of they guys I work out with at 24 hour fitness, including a cop, have been robbed in the same way. Even an FBI agent, who had his trunk cleaned out, including his firearm.

24 Hour Fitness should do more than put up a written warning about thefts in their parking lots. They should make sure their parking lots are secure. And they should get the police involved to catch the gang or ring of crooks targeting their parking lots.

Im furious about my window being smashed. And Im without a cell phone. The parking lot always has smashed glass in it. And the manager, Patty, doesnt do anything about the ongoing thefts.

This place is a load of garbage. It is super dressed up and full of great equipment, teachers and trainers. Unfortunately - the managament blows. I have heard numerous complaints from not only employees but already EX employees. How does a BRAND NEW business already have EX employees from their new Annapolis location? I'll tell you why - they cannot handle pressure. They do not stick to their word. A very nice Front Desk person has been reprimanded numerous times for offering out the FREE pass that NUMEROUS websites have been telling about - Darren BLUFFin [figures his last name fits] on the other hand feels that they are not to just be "given away". This has been said in front of potential clients and new clients.

The male consulers are a hoot. They pick and choose which potential member they want to talk to - assuming they only pick someone who looks like they will buy a membership versus asking for a free pass. They are money hungry.

The Kids Club is interesting as well. When you walk in this peppy young woman greets you and tells you about the place. It is meant for a huge range of children and yet there are no sections for this to really happen. Mom's have dropped off infants to be held by the employees - those same employees are trying to run around, chase after kids, keep an eye on 10-12 kids per person and sign new and current members in. Seems like a whole lot going on.

The fact that this gym came to Annapolis meant a new change for Annapolations. Instead of it being positive - its corporate and unfair. It took away business from multiple local gyms - such as Big Vanilla, Golds, Evolutions, Annapolis Athletic, Curves and Sport Fit - for really, nothing. Sure its brand new equipment but in my mind - knowing employees are being talked down to by BLUFF, they already have multiple employees who have quit, and are not fair in their sales - then why bother?

I much prefer a gym who has foundation in our area - Annapolis is a great place and we have kept it that way. Lately - our area has been infected with a lot of chain stores/rest. which is unlike who we were a couple years ago. This gym can be a positive for some people but as a whole picture - id rather settle for some older equipment, familiar faces and trustworthy manangment.

I still can't believe that a___holes like this guy actually have jobs dealing with people. Here is the email I wrote them, to which they still haven't replied:

"I'm writing still in disbelief of something that transpired at about 2:30 a.m this morning at the club. I had arrived following work and was hoping to visit the steam room which for some reason was shut down. This is usually not the case, so I sought out the attendant, a Mr. XXXXX (think his first name was XXXX) to see if he could help me. I asked him what was going on and he really didn't know either, but told me the steam would probably go back on at 4:30 a.m. I accepted his response and went back to my workout. I was using an incline bench in the free weight area and apparently he was organizing the weights. While I was obviously exercising, Mr. XXXX shouted (exact words) "Hey boss man, just leave the weights". I politely told him I wasn't finished yet and he glared at me. I sat back down on the bench and began another set when I was surprised to see Mr. XXXXX in the mirror carrying weight plates to the bench and slamming them onto the plate holder while I was exercising. I stopped and said nothing, waiting for him to finish. He continued to glare at me saying nothing. I finished and left the weights in place as he instructed. While I was using another machine, Davis approached me and told me "Go pick up the weights". Having lost my patience with him, I conversationally replied "I'm busy right now". He mumbled something and continued to reorganize the area. I completed my workout and had no further dealings with him.
I’ve been in gyms since I was a boy. For someone to slam weight plates onto a piece of equipment being used by a person not only represents an extremely rude sort of behavior, but an outright safety issue that borders upon criminal. Nevada law defines assault as "Willfully placing a person in reasonable apprehension of immediate bodily injury". Mr. XXXXXX actions could have very well done this. As I write, I'm still in disbelief over what took place. I like to respectfully ask you to address this incident. I will not stop patronizing that gym. In 24 years of being a "Gym Rat", I've not only ever been treated this way by an attendant, I’ve never even heard of such behavior.
You should know that I, and other patrons I’ve spoken with, have noticed an unfortunate downward trend in the overall quality of the facilities here in Las Vegas. Certain gyms only have certain facilities open for certain hours, not "24 Hours" as the name suggests. I'm noticing more and more that some areas, especially basketball courts and steam rooms, are almost always closed at odd hours and of all places, in Las Vegas, a 24 hour town. As stated, I've always been a satisfied customer with 24 Hour Fitness. Mr. XXXXX threatening behavior tonight was the last thing I ever expected. In my line of work, I deal with irate people every day and pride myself on being able to conduct myself with genuine concern and esteem in spite of how unprovoked and illogical their demeanor may be. This morning was over the top. Please respond to me within 24 Hours as to how this will be addressed. Also, please be advised that if Mr. XXXX threatens me again or engages in any other sort of harassing behavior by endangering me without reason, while I'm trying to use the facilities that I pay for, I will not hesitate to contact authorities. There is no place for this sort of conduct at the gym, a place where most of us customers to rejuvenate and gain health and vitality, not to be subjected to immature and thuggish behavior at the hands of staff members. I was extremely let down. Please inform me of your plan of action. Thank you."

I'm going to the gym armed now. Can you believe this is actually being put up with? Don't waste your money folks...there are better companies, better options and fewer headaches. These guys have really gone to the toilet. It's a shame because they used to be great.

They have a broken stairmaster type machine that squeaks. It's a high pitched metal scraping metal sound that's so loud that it hurts your ears. The guy using the machine maybe couldn't hear it because his earphones were on so loud. After putting up with that sound for about 20 mins. I asked a trainer at the fornt desk if she could do something about it, like maybe ask the guy to move over to another machine. She said a work order has been placed and as long as it's technically NOT broken, so people can still use it. That's is SO SELFISH! Why don't they think in everyone else using that room that has to put up with that noise. It's like your car alarm going off and staying that way for 30 mins. straight, but at a higher pitch. I think their policy sucks and that trainer was not helpful! She was so rude and didn't try to help even though many people were leaving the room because of the noise.

I am a part of, and have been a part of, 24 Hour Fitness for the past 15 years. I have an All Access Membership and have from the day I signed up. When I signed up, I was told that my membership cost would never rise, and it has not, and I was told that I could use any club, anywhere at any time, as the stipulation in my contract, what I signed up for and what I pay for.

They have built a new club in Everett, Washington that is a "Super Club". It replaces the current club I use, my main club and the club I signed up at. I received a letter on 8/26/08 dated 8/8/08 stating that in order for me to use the "new and improved" club with new "options" I would have to pay $9.99 more a month. This new club offers no more than my old club offered. The letter states: indoor pool, 24/7 access, free weights, bastketball court, kids club ~ All of which the old club had. The new club does not have raquetball, pickle ball or an indoor track, which is what we used. Furthermore, I am appalled that I have to pay more on my All Access Contract to use this new club. I have pulled my contract to find out at which point I missed that if a new club was built, I was going to have to pay for it. I didn't find it. I have initiated a complaint with the Better Business Bureau, you are my next step and then I am on to the Attorney General. I see through Google that this has happened in other areas and is being researched. I am wondering why 24 Hour Fitness didn't make a smarter business decision and grandfather existing members in to use the new club and are advertising new contracts accordingly. I am letting everyone I know about this to make their own complaints and most of them already have. I will not be using the new club until this is resovled as I believe that I signed up for a service, I have a contract and I fully expect this business to honor this contract. I hope that you can get the word out so that those members feel that they can come forward with their complaints and do not fall victim to this practice. I do hope that 24 Hr Fitness really looked into the legalities of this letter and are acting as they should be acting. I hope my contract is honored. I just would like to get the word out that this is not a good business practice. Perhaps this is completely legal and morale and I am wrong, this is why I am sending you this email right now.

After being a member of 24hr fitness for around nine years, I thought that they would consider my business and take care of a good customer due to them closing down the Active Club that I was using. The reason that they closed down my active club was so that they could build a brand new Sports Club right next to it. I made a call to their customer service number and they were not willing to give me any type of a deal on upgrading to the new club. I then went to the gym and talked to their manager, the manager was not willing to give me a deal either. They were basically charging me the same rate as a new customer, with the exception of saving me one dolllar in comparison to a new customer. I could not believe that they would not consider my long term business with them and that they would not give me a discount on upgrading to the new gym. I no option but to cancel my membership.

I was looking at my checking account through online banking and I noticed that 24 hr Fitness had charged me $29.00 for the next month of dues three days before I had cancelled my membership. I called customer service and complained to them, but they said that there was nothing that they could do to get me a refund. When I first enrolled with them, I paid first month dues, and last month dues. I could not believe that they will not give me a refund of the dues that were charged three days prior to me cancelling my membership with them. Unfortunately, I have a membership with them for the next two months in which I will not use. Any other legitimate company would refund a consumer the money that 24 hr refuses to refund to me.

I advise any person who is considering a membership with 24 hr fitness to look around at other clubs. For example Ballys and LaFitness. Both of these other clubs charge a lot less for their memberships and they would be willing to help out a customer that was displaced due to a gym closing down.

This is my conversation to the customer service department:

After my call to customer service Ms. Joy (#T1382)

I must see it is my very unique experience with 24 hour fitness. I am very disappointed that 24 hour fitness customer service has been unable to help with my request. My request was simple, cancel my membership as I will be gone in 30 days from now.

There answer, sorry sir as per contract you have been billed last night for the next 30 days until August 15, so your membership will be valid until September 15, to cancel it you should have called on or before August 10th.

Now,
1. I dont know when I am billed because there was a change of plan etc because I havent received any bill, which you should have sent me.
2. This means that I had to call 66 days in advance, even though I understand that everything is in the contract and the last month is paid for and non-refundable.
3. When you give me the long contract, I am told to sign in at the bottom, and not details of the contract, it is standard and without it I cannot join the club
4. The lock in of the last month is practically hidden, so I am actually expected to called in 90 days prior to my last day as it is 30 days prior to my billing cycle. Considering July 15th as my billing date, it should be June 15th, and last month is from August 15th to September 15th. So that means 90 days from June 15th to September 15th. Well that's a pretty strong lock-in period.

5. This is a lock-in, forcing the customer to stay without giving in a chance to pay even a penalty and get away.

6. Last but not the least, you enforce to have a credit card on file, thus making the process invisible and more secure for you than your customers.

I like the club, the people working there, it is a great place and I am sure you have good intentions too but my experience has really made me think, if you have any customer service.

One suggestion, try putting on your bill board "Cancel anytime with a minimum 90 day notice" or "With good customer service I can bring it down to 66 days but you got to give me your credit card number for file"

May I request a reply or a call sometime or an appropriate refund for the payment deducted last night (July 15th).

When you sign up they charge you your last month's fee upfront.

I cancelled my membership on 6/22/09. But on 6.26 they charged my credit card $89 on 6/26 for the month of July 2009.

When I called to tell them that I had pre-paid for the last month when I signed up for membership, they gave me some non-sensical explanation about how there was a 30-day cancellation policy and therefore I was not entitled to a refund. It's bad enough that they impose a 30-day cancellation policy, but this explanation made absolutely no sense. So basically, they made me pay twice for the month of July 2009, once when I signed up and again on 6/26. The guy I spoke with on the phone could not understand how this was unfair (either an idiot or a good actor).

I believe they do this thinking that people forget that they pay for their last month upfront and when they are caught them on it, they give you this 30-day notice explanation which makes no logical sense.

24 hour fitness is dishonest and I will never join them again!

I have been going to 24 hr fitness for over a year! I signed up because you are able to lock your account when ever you want. I love that, I go out of town a lot with my children, so why pay it monthly if I can lock it. I had no problems ever locking my account until today july 2nd 2009! Kendra from 24 hr fitness - andreson in vancouver wa. Answered and said that I can lock my account for only 3 months once a year for 7$ a month. I said o realy, is this new or somthing? When I signed up this wasnt the agreement. She said yoru the one that signed your agreement so you should know the rules. And kendra said that this has always been this way. I said no it hasnt I have dont this in the past. So I said let me talk to genille the manager. Kendra said it wont do anygood she will tel you the same. So I talked to the manager, and the manger said that I was right. That it used to be that way a couple months ago and the policy changed now you only can lock your account once a year for 3 months and you will have a monthly fee now. I am mad I singed up for one reason, that reason is to lock my account when ever I would want to with no questions asked. So I dont know if I am going to continue going to 24hr fitness.

I have gotten 3 phone calls TODAY for an unpaid account THAT HAS BEEN PAID. THey stated that I had to go to the local location with a copy of my bank statemnet to prove that the charge went through. I refused and gave them the confirmation ID number from my bank, and they HUNG UP ON ME! I called the customer service line. THey offered to comp me a free month, but I refused anything but a monetary refund because I am cancelling my membership. She refused and I requested a supervisor. I was on hold for 26 minutes! I then spent another 20 minutes on the phone with that "supervisor" who did nothing to resolve the issue. I spent a total of over 70 minutes on the phone. I DEMAND A REFUND FOR THOSE CELLPHONE MINUTES! THIS COMPANY SUCKS!

I suggest that you check out your personal trainer before signing a contract. I know for fact that an older trainer at Westfield - UTC has several criminal complaints against him including assault and battery. 24-Hour Fitness Management knows of the criminal complaints and the trainer is still working in close contact with many female clients. He has a police complaint for assaulting a complete stranger who was a young woman. This is public information available at the San Diego Courthouse. I suggest you protect yourself from this potentially dangerous man who has admitted under oath to battery and police reports of road rage and assault were also presented. 24-Hour Fitness will not protect you, protect yourself.

I joined 24 Hour Fitness in June of 2008 and have a copy of the contract for an All Club membership. I joined another gym and decided to cancel my 24 Hour Fitness membership. When I called the woman I spoke to from member services told me that if I didn't cancel, she would give me a lower rate. Not at ANY point did she say in order to get this rate, I would have to downgrade my membership. I have tried to speak with them and they refuse to do anything about it. I am sick and tired of being pushed around and defrauded by these corporate giants. They have been unable to prove that I agreed to this change. They have been billing me for 6 months and I never once received paperwork to support this change. I want to file a Class Action suit against 24 Hour Fitness for fraud and would love to have people contact me to join in this fight against the corporate machine that commits crimes against innocent, hardworking Americans.