24 Hour Fitness
Reviews and Complaints

In November I called your member service phone number, I told them by monthly payment has increased over the last few years and I would like to see how they could help me before I walked away and went to another. The person I spoke to offered me $34.99 a month, I said that would be okay but could I freeze my account for a few moths as I will be out of town they told me okay and I would be paying the new price when I it started again.
I decided to unfreeze my account today and I spoke to Samantha in memberships, she would not give me the $34.99 and said she could give me 10% for 12 months I said no, this is not right I would have walked away when I wanted to and it is not fair you should honor what I asked. Samantha HUNG UP on me. I called back and told her I know she hung up and I spoke to speak to a supervisor, she then sent me in a 20min waiting line. I called back and again she answered I told her I know she hung up on me and then put me in 20 min wait after I waited over an hour to speak to her and asked to speak to a supervisor on duty, she then said, there is not supervisor. Why would she put me on a wait with no one there?
This is terrible customer service, I cannot believe a company as large this would have this bad of customer service. I have been a member for years. I am ready to walk away from you guys solely based on how I was treated by this person. I cannot believe you have people like this working there, I am shocked and so livid that this is the standard for your company. I have been a loyal member for years and I am prepared to walk away after this.

I have been a 24 Hour Fitness member for well over a decade. I exercise regularly, have a trainer, and by-and-large enjoy the Club. Except for two problems.

First, the RADIO/PA system is sometimes so loud that I do not hear my own music which is a big part of my enjoyment when I exercise. In these cases, I go to the desk and ask the attendant to please turn the radio down, which they have done in every case so far. Today, the radio was especially loud. So, I went to the desk and ask the attendant please to turn it down. She said: "The radio is at the normal level and I will NOT turn it down." I asked her if I could speak to the manager. She said she is the NEW manager! DO YOU screen your employees for their courtesy to the membership? This lady did not give a damn that a Club member (that is what this gym is classified at) has a right to enjoy HIS music and the radio should not be loud to disturb him.

Would someone please call and ask her to be responsive to such complaint? If she continues to ignore my future complaints, I will have to consider leaving the "Club."

A second problem is the fingerprint reading machines. They work half the time. Can anything be done about them?

Thank you. I would appreciate a response. My phone number is [protected].

Kamran Nayeri, Ph.D.

Since trainers are only paid $33 a class at the most for Zumba, Boot camp, etc. the company is cheep . Why would a person go to work for this specialized training of 30 people in a class anyway? 24 hour fitness has 420 clubs in the United States, with a membership of 4 million. That's approximately $200, 000, 000 the club brings in! DUH, no wonder they can't get any reserves, 24 doesn't make enough money. Ha!HA!

24 hour fitness at Cutler Ridge
Has the most terrible Customer service worker named Jasmine. To handle customers the way she did just because the Initiation payment was not made went it was supposed to be $0.00 Sign-up FEE
Jasmine with out helping us called the police
on my husband and me she said we were trespassing for not paying our bills
went our account us up to date pay!
She embarrassed us and it was very hurtful having to go through this and We do not pay $100.00 per month to have bad service and get treated like criminals.

To whom this may concern my name is Tommy I'm a member of the sports club. On November 2 2018 at 3:00pm I was harassed by Patric russle I signed in when I came in, wile I was working out he came and ordered me to sign in again, wile I was explaining what happened he got upset and started to get in my face. So I asked him to leave me alone and he got angry and put me out for no reason. I felt racially profiled. Can some one please talk to him he is crazy

To who it may concern: 

It happened in 10-27-2018 Saturday morning around 11am. Your employee name "Maria" was bad behavior and misconduct in Monterey Park location in California. 

I tried to pick up my group class ticket in the desk counter that day and she had very bad attitude. I told her I wanted to file complaint and she said if I wanted to do so, I cannot go to the class. This was outrageous! 

I finished the group class and wanted to finger out the complaint procedures and your employee " Maria" told me she will revoke my membership because she is in management level. 

When this incident happened, I have several people with me as witnesses. I also believe in Monterey Park location in California having CCTV to record the whole incident. 

Later, your employee Maria came out from the desk said she is pregnant and she asks me and my friends to leave. I just couldn't believe it this is happening to me. 

First, she had bad attitude and threatened me that "if I file the complaint and can't go to the group class. "  This is absolutely misconduct. 

Second, I wanted to find out the complaint procedure with her after the group class.  Then, she gave me the 24 hours policy contract and pointed the "conduct " item in to me. 

She was falsely using 24 hours policy contract to threaten me because I was the one being treated unfairly. I have serval witnesses with me at the time.  Also, a lot of members told me that this person Maria was very famous being rude to the members. 

Then, suddenly she came out from the counter and said she was pregnant and wanted me and my friends to leave. 

So Third, your employee used pregnancy as a tool to threaten customers. This is absolutely not acceptable! 

Most importantly, your employee Maria has full access to my personal information because my membership with 24 hours fitness. I worry this person might do something to me in the future.

I'm here to request your company to have an investigation or Disciplinary hearing regarding your employee Maria in Monterey Park location in California. 

I believe this employee will bring more troubles to your company. She misuses and manipulates the company policy and pregnancy to threaten customers. 

I want your employee Maria to be removed in that Monterey Park location in California. She is absolutely not suitable for her job. Also, remove her access to members detail information.

Please contact me if u need my testimony 

My name is Cat Chao 

Cellphone number is ‪[protected]‬ 

Thank you very much 

Sincerely 

Cat 

Last night Nathan upon checking in told me my account was cancelled. He was loud and ruDr. Turns ou 24 hour made a mistake. I called Silver/Fit and they verified my membership. Nathan did not want to talk to them. He was loud, aggressive and frightening. He Steve who when I got there told me he felt I was someone trying to sneak in, Sally and Nathan enjoyed 2 hours of reducing me to tears as I tried to rectify quietly. Found manager they said gone for 5 days. My membership was fine from fit and silver. Big mistake by 24 hour. My husband was worried sick ad I got home at 8pm after being at 24 hour since 5. They have no cell reception there as well. This was blatant bullying and quite scary.

I have been doing Zumba for many years and I have seen so many amazing instructors. That's why I love Zumba very much. Those instructors can bring us energy and making the workout so fun.

I chose 24 Hour Fitness for Zumba class because they seem have more class scheduled than others. Also I really loved their instructors.

But recently I found the newly hired Zumba instructors at 24 hour fitness in Chino Hills, City of Industry and Walnut locations are terrible. They can't even dance! I don't know how they got certified and hired. Zumba supposed to be high energy, like their ads state: a party. but these new instructors are off beat, no rhyme, no energy!

I could have filed the complaints with 24 Hour Fitness directly but I want to remain anonymous. I hope 24 Hour Fitness can look into these instructors qualification. You can't just hire someone to do the job they are unfit for. Besides, your members PAID for the services.

revoked the victim of a crime silver sneakers.
family of four the reeves all harassed threatened and the wife attemtped assault and battery and staff at orange supersport friends with the girls who called me a crack [censored] and homeless crazy in front of a busy gym and the wife pushed your staff member and a guest to get to me her fist at my head. Melissa Reeves Christopher Reeves Stephanie Nicole and Jenna Reeves who again threatened me afer 4 court trials a restraining order and warned to stay clear of me at the gym and you delete my
membership when the contract you wrote and policy says harassment free.
i am a disabled senior citizen duped by a sociopath who does this all day long with women at Ken Grody Ford shame on 24 hour fitness

laura lee stone
[protected]
your staff needs to be accountable and needs to do what is right#MeToo

I've been a long-time member with 24 hour fitness, and I'm extremely disappointed with the customer service at both the corporate office and the gym at 3600 W Orangewood Ave, Orange, CA.

In the beginning of August, my friend and I went into the gym asking about the membership for her. The sales rep there misled my friend into signing a month-to-month membership and said as long as she cancels before 8/25 or earlier, her bank account would not be charged. Her only expense would be the $10 initial down payment which is nonrefundable.

She signed up under my master membership, tried the gym a couple of times, and didn't like it. We ended up canceling her membership on 8/24 or earlier. Well, guess what? A few days later, her bank account was debited by around $60. I feel bad for my friend because she was misled by a sales rep that wasn't well trained and didn't know what he was talking about.

Since then, I've called the corporate office and the gym many times, explaining the situation over and over again each time I call. In speaking to the corporate office reps multiple times, one of the reps finally said that the corporate office can't help me and that I would have to contact the 24 hour fitness in Orange directly. So that's what I did. In speaking with the gym reps, they said the cancellation for a full refund has to be done within 5 days of the membership sign up, and it's stated on the contract that she signed. I had to explain multiple times that my friend was misled by the sales rep. The customer service rep finally said she would have to check with the general manager to see if a full refund can be processed.

On 9/4, the service rep left a voicemail on my cell stating that a refund will be processed but will take up to 20 business days. My friend has received a $5 refund, then a $2 refund on 9/12. Under the impression that my friend was going to get a full refund minus the $10 down payment, I called the gym again on 10/11. Again, I had to explain the entire situation AGAIN. Once again, I am told the refund period is on the contract that she signed. I had to convince the rep that a refund was going to be processed by playing the voicemail on speaker on my phone while I have her on my work phone. Finally, when she looked into my account activities, she said the $2 on 9/12 was all that my friend was going to get, and that the refund is based on a prorated rate. The voicemail did not mention that at all.

At this point, I am tired of dealing with the reps of that gym. I find the customer service reps at both the corporate office and the gym not helpful at all. They are not well trained. In my multiple calls with them, I had to go back and forth with them, explaining the situation each time, and each time their responses would be different and inconsistent. I find that the sales rep misleading. He got my friend to sign the month-to-month contract and misstated the deadline for refund cancellation. When I bring this issue up with the corporate office, the office points its finger at the gym. When I bring the issue up at the gym, the gym points to the contract, not taking any responsibility for its untrained sales rep.

I brought my friend over to try out the gym membership, and she was misled and money was taken from her account. It's very embarrassing since I was the one that brought her over. 24 hour fitness is quick to take a customer's money, but it is nearly impossible to get it back. The corporate office and the gym does not take any responsibility for their untrained staff. My friend and I didn't get any good customer service at all. Perhaps expecting good customer service and that the gym would make it right is too much. For these reasons, I will neither be a 24 hour fitness member in the future nor will I recommend the membership to any of my friends. In fact, I will recommend my friends to stay away from 24. I hope this gym goes out of business for its malpractice.

Today 10/09/18, during Cycle class at Laguna Nighrl 24 hour fitness super sport in an instructor name Alisha refused to turn on the fan after I requested her to turn it on. She said I must wait half an hour as "others" hate it. We had a full class of 26 and the door was shut and there was no ventilation in the room. I was having difficulty breathing that's why I asked her and she denied me of my rights to do so. A room full of 26 that is producing a lot of heat should be well ventilated if not at least open the door. I just don't understand her reasoning behind it. She would rather be in favor of people that are "uncomfortable of the cold" rather than people that are having a hard time breathing.

I have contacted the hotline multiple times and called corporate multiple times only for the customer service reps to tell me the is nothing they can do and someone would call me back and I HAVE NEVER RECEIVED A CALL. The rep assured me my call was being escalated as I have been calling over a month since a horrible manager JORGE fraduolously had me sign up for the personal trainer package without explaining the details of how it worked. I guess all his lying [censored] seen was ripping me off for dollars at any rate the experience was horrible i didn't like and my first day she spent measuring me and the second day we worked out some but i am not paying for that first day I don't feel I should pay for any of it since its satisfaction guaranteed and I'm not happy but this BS gym sticks out to you I'm definitely not renewing my membership I hate this place the customer service is BEYOND HORRIBLE why is it that they don't even give you the respect of returning your phone call. I had a crummy gym manager lie to me and then a horrible experience with a trainer at their facility you would think they would be trying to make this situation right instead of continuing to test me like dog poop ...I can't wait to go to my job town meeting to tell them we need to switch companies we do business with I'm sure my CEO is going to love to hear about my experience

I bought a training package 8 months ago and I explain what types of training I need when I purchased the package. I was told they have 100% satisfaction policy. I asked for a trainer, the first one was not professional so I asked one with some knowledge about human body, I had one session with the trainer and he told me he will contact me for the second session, after 5 months still he did not contact me. I follow up several time ( more than 10 time) and I was told he is going to call me in 24 hour and no call or contact. In the GYM the trainer tries even not to have eye contact. After 8 months I ask to return my money again no response for more than a month.

I came into the 24 Hours Fitness Center at Willowbrook, Houston to register with my 16 year old son on June 10th, 2018. I was attended to by a young man who I believe does not have an idea of what he was doing but to get customers at all cost by giving misleading information of the Fitness center charges. I was tied into a 12 months contract been advised as it is the best payless option. I was instantly charged an annual membership fee of $140.69 and $86.58 for my son totaling $227.27. I was told this annual membership fee is only paid once a year followed by $40.00 each for my self and my son on the 10th of each month. I expected to see $80.00 come out of my credit card on July 10th but I was charges $86.58. I called to query the charges and I was told it was $43.29 each including taxes. To my surprise this month after been charge $86.58, I was also charged the annual membership fee a second time on September 8th, 2018 of $108.22 ($54.11 each). I called the customer service and for a refund of this money because I was never informed of such charges who promised to escalate my request and weave early termination fees. From June 10th, 2018 to September 10th, 2018 my credit card had been charged a total of $595.23 by 24 hours fitness in 3 months. I am asking that you refund my money $108.22 as soon as possible and close off the membership by the end of September as I have been charged $86.58 for September. I was not informed of such hidden charges and I do not wish to take the membership any further. I have enclosed a copy of the annual membership receipt of June 2018 with this request. Thanks for your assistance in this matter. Mrs Bukola Bayo [protected])

Just joined 1 month ago. Changed from other gym (not 24hr) to this gym. I am very disappointed in the cleanliness of facility. I've been there odd hours and lack of cleanliness is the same across the board, any time. Steam room stinks on ocassion and Showers full of hair and stinky. I'm thinking of cancelling although i May lose money. I rather lose money than catch a fungus.
I am not a complainer but this is unacceptable, therefore could not stay shut.

It's unfortunate that you try to enjoy the amenities and cannot due to negligent facilities management.

Hello
In june i took my disabled son in toninquire about personal training, they were very nice of course wanting me to sign up
I explained to them that my son would be going away to a school soon i wasnt sure when and i wanted to make sure it was easy to cancel . They assured me it was inalso explained thatvmy son does not have a credit card and i would be using mine and i really need to make sure the cancellation is was not going to be a problem
So my son went to one session and dint use the membership at all and a week later was called to go to school he called and tried to cancell his memebership and was told he couldnt and would have to come in on monday which he couldnt because he was leaving at 5 am for school
So on monday i called and was told that the membership could be cancelled but that the training couldnt only by a manager but the manager was not there but they would have him call me . Well he didnt so i called the next day and gain was told the manager jeff was not available and would call me and again he didntbao the next day inwent into the facility on my way to work and was told thAt only a manager could cancel my stuff because of the personal training. I told them i work a lot and didnt have time to keep coming in and that i did not want my credit card charged anymore . I was told that they would print out my history and give it to the manager so he could cncell it i assumed this would happen but a week later i was charged 54.99 i called and was told that was the initial down payment and monthly membership fee. I got upset nd told them that they werre not supposed to charge my card anymore. I again was told this would not happen. A few weeks later what a surprise 34.99 came out of my account i called nd the manager was there but would not come to the phone he told marius whom i was speaking with to tell me he was sorry but had not cancelled when he said but that irt was cancelled now . So in all this gym has taken almost 400 dollars out of acvount for one training session.. i called customer service and was told theissue would be escaleted to a district manager named scott and i should hear from him in a couple days... weeks have passes and i have heard nothing i work in customer service and sales and would never refer this plave to anyone its a joke and they took advantage of a situation. Its a shame

So I received an response from Steven Ortiz, the new Operations Manager at this location in Hasbrouck Heights, NJ August 12, 2018 and as he stated he is the person in charge and responsible for this facility. I replied August 16, 2018 stating how filthy and disgusting this facility is, I am still waiting for his reply. I spoke to the manager whom is new but I believe this is a corporate problem of not funding for the maintenance of this facility which is a huge problem because they I believe have 10K members and at $50 per person thats $500, 000 a year in no maintenance. In my opinion this is robbery!

I am client who uses 24-Hour Fitness 4x a week.
On Tuesday and Thursday at noon, I join the yoga class. Yoga exercises are mostly done on the gym floor. The floor is always dirty and I attached a picture for you to see.

We have complained and the people at the reception and told us they will let the cleaner know that the floor is dirty. I do not think you have a manager in this branch.

If you can do something, we would appreciate it very much, as we are all working in the area and noontime is our chance to enjoy using the gym.

Thank you for your attention.

Maria A. Kung
626.795.0696 (work)