24 Hour Fitness USA Inc

I have been member for over 11 years and paid my membership on time at all times. My membership was very low cost, so in order to get rid of my and my 2 other family membership they insisted that they send us an invoice and since we didn't pay it they cancelled the membership. Please be aware of it and don't wait for your invoice, I heard it from other friends that they played same trick on them as well.

I have been mistreated and disrespected repeatedly at this club, and have been forced to never return. Here are just three incidents that happened in one week alone.

1) Upon leaving one day, the front desk service manager, Christina, yelled at me as I was walking out, then loudly in front of other guests and staff began to tell me I should better parent at home, because that day my 3 year old son didn't share as well as she thought he should, and she felt that his not sharing would lead to violent behavior. Learning to share is a normal cognitive behavior for 3+ year olds, and unless she has a degree in child development, she has no authority to make such assumptions and to reprimand me and my child in front of the entire club over a trivial matter.

2) That same day, upon our arrival, there was another parent in the kids club so I waited over 10 minutes before I could go in, no one bothered to courteously update me to the situation that the room was at capacity and they were waiting on another team member to come in. That team member coming in happened to be Christina, the front desk "service" manager, and when we entered and my three year old son innocently said ‘my mom said this was taking a long time’, in a very condescending tone, she sing-songed directly to him that THEY were just worried about his safety, and we all should be able to wait so everyone is safe. Implying that I didn’t care about his safety, even though I had no idea what the situation had been, and completely disrespected me directly to my child.

3) Also that week I ran outside after my cardio to take a quick phone call. Upon re-entering 3 minutes later, I walked back towards the kids club, and Christina YELLED at me to come back there and sign in right now. She did not politely and professionally inform me of the enter/exit policy (that if you walk out the door for even 10 seconds you have to sign back in, this is something that clearly should be explained upfront) and ask courteously for me to sign in once more, she rudely shouted at me to get back to sign in, and when I stated I didn’t understand since I’d been working out for an hour, she said if I didn’t sign back in after exiting the door for even a minute, they would will all get fired. Her attitude was shocking, disrespectful and highly unprofessional, and more concerning very abrasive.

Her continued attitude and mistreatment of guests is unacceptable in my opinion, I’m paying monthly dues to work out, unwind, and feel better about myself - I do not go there to be yelled at, talked down to, and disrespected. I also do not want her around my children ever again, because I personally feel that people with such aggressive attitudes should not be placed as caregivers.

Extremely difficult to cancel membership. Rude staff. Deceptive sales practices.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[l did not speak with the Manager and the issue was not resloved.]Regards,[redacted]

Dear [redacted]
Unfortunately, we are unable to reach you in follow up to the comments you provided to the Revdex.com as the phone number you provided does not allow a voicemail option. At your earliest convenience, please provide an alternate number where you can...

be reached.
Promoting Health and Fitness,
24 Hour Fitness Corporate Office

I signed up for a membership with a salesperson at the Downey, CA location. She quoted the membership price as being a set amount per month with an up front fee. The contract was presented on the computer in which she stated has all the standard provisions and the pricing she told me about. Flash forward to 3 months later and I am being charged an annual fee of $49.99. The salesperson did not tell me about the fee and quickly sped through it on the computer screen as it was coming to the end of her shift and she wanted to help me quickly before she left. If I had known there was an annual fee in addition to an upfront fee and a monthly fee, I would have reconsidered my membership. In calling customer service, they said there is nothing they can do for me as it is included in the contract and I am locked into a 12 month commitment. If I want to cancel, I have to pay the remainder of the monthly fees. I do not agree with these shady sales practices and will be looking to do business with another company with more transparency.

I would like to know a company is allowed to sell a lifetime membership, with a set fee for purchasing this membership, and has a set annual fee to maintain this membership. All on a contract , and then 8 years later, send you a bill changeing the annual fee that they had already set and agreed upon. They didn't say that would happen when selling you the membership. It appears to be another one of their ways of trying to get their patrons to quite, because they aren't receiving enough money from them. If you call them to challenge the new few, they tell you that you can pay the fee, or quit your membership. I will be contacting a attorney, to protect my investment [3 lifetime memberships] and have the original contracts and payment receipts.

The club's manager is really lazy and inconsiderate. I told Mr. [redacted] that the lyrics a young man was singing made me feel uncomfortable. He was cursing loudly and saying obscene things he would do to a woman. The manager suggested I go somewhere else where I would be more comfortable. Well, I never.

On 8/16/2016, my wife informed me that she noticed an unrecognized debit was made to our bank account in the amount of $29.99. The debit description showed that is was made by 24 Hour Fitness on 8/8/2016. We were puzzled as no other charges have been incurred since 2015 when my son and I stopped going to 24 Hour Fitness in Colorado Springs, CO. We both had separate memberships but my son had a month-to-month contract.

On 8/19/2016, I visited the 24 Hour Fitness facility on North Academy to inquire about the charge. I spoke with the manager on duty at the facility. The manager informed me that she would not be able to speak about the account because the membership was in my son's name and not mine (she mistakenly found another member with the same name). I explained that my son is a minor, that I am his parent, and that the charge was made to my personal bank account. Thus, I reasoned, I had the right to inquire about the charge.

After agreeing to speak with me after I provided my son's date of birth, I discovered that the $29.99 was an annual fee assessed to all active membership accounts. I explained that my son has not visited the facility since around March 2015. The manager explained that the account was “frozen” but not “canceled”. By freezing the account, she told me, the account is still considered active but monthly billings do not occur.

I asked to cancel the account and refund the annual membership fee. My reasoning was that it was obvious I would not be renewing my son's membership since we have not used the facility in over a year and a half. She explained that the charge was non-refundable within 7 days. I missed the deadline by 5 days.

I asked what services were rendered by 24 Hour Fitness for $29.99. The manager explained that my son had “access to the facility” and that the membership fee was a “loyalty rate” for current members.

I also asked that she verify that my son has not visited the facility recently. After consulting the computer records for several minutes, the manager verified he had not used the facility which would have resulted in the “frozen” account being converted to a “billing” account.

I was expecting 24 Hour Fitness to do the right thing and refund the unused annual membership fee. I expressed my displeasure by the lack of customer service and the confusion over what constitutes a “frozen” membership. The manager offered, and I accepted, a copy of the signed contract. The contract is an eight page contract written in dense legalese and in a very small, hard to read font. The manager declined the refund and provide no further recourse to dispute the charge.

I sincerely regret ever doing business with 24 Hour Fitness.

Because no goods or services were rendered by 24 Hour Fitness, and money was taken from my bank account against my wishes, I filed a dispute form with my bank on 8/18/2016.

The bank's representative informed me that the bank's anti-fraud department will be investigating the matter.

Let me start by saying I am writing this a bit upset - you see, I purchased a package of training sessions from 24 Hour Fitness only to have to cancel a portion of them and the organization has refused to give me a refund. The reason I have to cancel is heartbreaking for me, one of my family members has rapid onset dementia and I am the only one that she has. Taking care of her, ensuring she has some quality of life, takes time. Couple that with my work and my family and fitting in training is just not in the cards. I didn't arrive at that decision lightly - my trainer and I worked for a month to see if we could come up with a schedule and we just couldn't. What has upset me is not just the loss of money, it is the basic lack of care shown to me. They said that they have a No Refund policy and that I signed a contract but contracts have to show "good faith" from both parties and cannot be 100% in favor of 1 party which their contract is. Hence, it's unenforceable. Their attorneys know this but most citizens don't and that's what they count on - which ultimately shows disrespect for their consumers.

I started thinking how incredibly detrimental their lack of compassion is - not just for me but also for them. They rely on memberships and selling services like training - certainly they do not want to have their reputation and integrity questioned. All industries depend on "memberships" to some extent - you become a "member" when you are brand loyal, when you purchase a service, when you sign up with vendors for cell phones, health care, internet, insurance...name it. I believe at the core of deciding who you will sign on the dotted line with, you have an expectation that the relationship will be based in honesty and that should something happen to you, you will be shown care and respect.

How vital is it, then, that consumers are shown compassion. Not all situations can result in refunds or monetary actions but they all can hold within them decency. It does not take much to get negative press - and in this age of social media it travels very fast - but see how fast excellent customer service travels. And should you show one of your customers compassion in the face of difficulty, you will have them for life.

Are you listening 24 Hour Fitness?

Messed up contract paying method for both me and my husband from day 1. Terminate my husband's contract by their payment mistake. Trapped him to sign up a new contract. Not willing to make a correction. Don't not reply our inquire.

Showers continually are out is soap, worse yet employees seem at a loss of why. Manager takes 1.5 hour lunches. Insulation hanging from ceiling. Member services refuse to give the district mgr contact info.

I have been to several 24Hour Fitness locations, but the club I use regularly is the [redacted] in Mountain View, CA. Across every club I have visited, poor maintenance is a consistent theme. Short term maintenance of the locker rooms and wet area (including the pool and sauna/steam rooms) is terrible: often times they are so filthy I consider them unuseable. Complaints to the associates at the front desk have warranted a wide array of reactions from contempt at my audacity to complain about it, to excuses that their cleaning is contracted during weekdays only and "it's not in my job description." Long term maintenance of the facility and equipment itself is also fraught with issues: they regularly shut down or limit the hours of the wet-area amenities, towel service was suspended for months because their supplier was on backorder, and the mats, foam rollers, and other short-lived products don't seem to have a replacement cycle. For the cardio machines, almost every machine has at least some limit in functionality regarding the buttons or settings. Those which are fully functional are almost constantly in use, so there's an uneven wearing of their durable equipment. When I inquired about maintenance, the manager on duty advised me that they share one equipment maintainer between three locations and he rarely has time to service equipment before it's completely broken. When I asked about lifecycle replacements or upgrading to newer machines, the MANAGER looked at me like he didn't understand what I was talking about. I suppose those treadmills and ellipticals are supposed to last forever.
In summary, the maintenence of the facility and its equipment are a reflection of the dedication of the staff and management to creating positive experience to their guests; evidently, there is no desire to uphold any standard of their employees, their equipment, or their facilities. The corporate call center doesn't appear to be any different than the physical locations, as a call to address a minor administrative issue has ALWAYS resulted in 30+ minutes of hold time. Previous calls with complaints have resulted in ZERO follow up or effort to address my concerns. How the Revdex.com has given this an A+ rating is beyond me; 15 out of the 17 reviews as of the time of this post were negative. An A+ business should consistently produce positive experiences for its customers, being good at reacting to complaints (not true in my experience) warrants a D rating, as an average company doesn't start with an 11.7% positive experience rate to begin with. You, Revdex.com, should better screen your ratings before doling out A+ grades: YOU may lose YOUR credibility.

Ive been going there for over a year, I dont think I can say that the 2 drinking foutains there have ever been more than warm. The bathrooms are always dirty, the Sauna (steam room) is hardly that, maybe some wet walls from condensation but hardly a steam room, it smells like a gym (not in a good way) so ventilation isnt the greatest. For the past 2 weeks the mens bathroom has had a stall that has been out of order for 2 weeks, 2 weeks?... ooookay? Just par for the course, clenliness and maintenance are not a priority here, you wonder who the hell runs this place, are they friggn blind or just dont really care, Id say its a lack of care from manegemnt and settles for mediocrity.The people there are friendly but im there to work out at a professional gym... Tighten it up guys, take some pride in your esablishment. So why do I keep going? its the closest gym around and the other 24 across town isnt much better. Im not just a complainer go and see there is truth to what im saying.

Lifetime membership is a scam! Sales [redacted]. Promise all club acess and yearly membership fee that let's you go to any club. Also fee is verry small for yearly renewal fee. They open new clubs call them higher level club access & charge you extra to go. Your yearly fee that was told to you was small amount can get raised @ any time. Before you know it you'll be paying high fees & not able to go to clubs.

Wow!! What a super club this is. I am serious this is not a joke. I have never been in cleaner, safer, friendlier, knowledgeable and complete gym than this one in Keller TX
All kinds of physical therapy equipment, lots of free weights, two pools, large jacussy pool, great steam room and a giant water slider for the kids.
I am very very greatfull 24 Hour Fitness USA Inc. for your business and for your Mgr.[redacted] at the 5901 Golden Traiangle Blvd. Fort Worth TX 76244 location. Your staff always has the equipment working the place smells clean, the place has a new radio station that ROCKS the personal trainners are super pump and I just cannot say enough good things about this club, that, by the way it always has clean towels for the members to wipe off the sweat.
I highly recomment this club to every age group and every race in the planet.
I am 58 years old and feel like 35 and I do not intent to stop going to your facility until I am 100 years old.
Please keep this club open for the next 50 years and again I congratulate you for your Mgr. [redacted] and your employee Luis that really really enjoy their jobs.
Thank you,
Truly,
Member since 2012

Dear [redacted]
Our records indicate that the local General Manager has contacted you in follow up to the comments you provided to the Revdex.com, and they have addressed your feedback regarding the conditions of your local...

club.
Should you have any questions, please let us know.
Promoting Health and Fitness,
24 Hour Fitness Corporate

Filthy women's showers. Mold, hair, roaches. Management unresponsive and dismissive of complaints by many users of the facility. Calls to Orange Count Health Services show they is no agency responsible for enforcing cleanliness in such facilities. Almost impossible to lodge complaint. Would have to sit on the line for anticipated "30 minute" wait to speak to 24 Hr Fitness corporate. Complaints lodged on website yield no response. Employees fine. Maintenance is the issue.

I am completely disappointed in who they allow to be a Service Manager at the 24 Hour Fitness located in Boynton Beach Florida. The gym is supposed to be a place where you improve yourself, not only physically but mentally. On Sunday 6/28/15 the Service Manager named [redacted] made horrible and unprofessional comments about me. Comments such as, I'm the "gym [redacted]" and if he "can have a piece of me next". Never have I ever experienced something like this. I surely hope this escalates because I would never want this to happen to someone who goes to the gym. Fortunately, I am an individual who is secure in who I am, but there are others who aren't and can take those type of comments very personally. I would not recommend this gym location to anyone with this type of management.

Now that the 24 Hour Fitness facility on Kipling and Bowels (Littleton, Colorado( has announced it will soon be a Super Sport (and dramatically raising fees) I feel the need to write a well overdue and pointed review.
Most user of this 24 Hour Fitness facility are now asking (with a confused look on their face), “How can this facility be consider a more prestigious and amenity filled Super Sport and justify dramatically high fees?”
In some ways this particular 24 Hour Fitness facility is in better shape than others. However is still falls dramatically short and is far from worthy of the fees associated with a Super Sport.
They have purchased new equipment. The equipment is new but the routine is the same. Broken equipment that sits unfixed.
They have dome some minor remodeling but that equipment has dramatically deteriorated.
The cleanliness of the facility resembles a third world country. Broker showers. Clogged drains. Dirty floors.
They purchased Bally’s but then closed the nearby facility and crammed them into this 24 Hour Fitness facility. Where you want into your locker after a shower or to use a machine the crowds are horrible.
The staff is so focused on selling membership and raising fees they completely ignore the paying members. Once someone is in the contact the honeymoon is over --- never to be seen again.
This facility has a great deal of work it necessitates the raise in fees or the status of a Super Sport.