Complain about a product or service

24 Hour Fitness

Matt of Los Angeles, CA November 19, 2009

Slip & Fall. In order to get to the lockers, you have walk past the walkway from the pool, which is always soaking wet and on bare tile. You also have to walk past the entry to the showers, which also track a ton of water all over the floors. You cannot get from outside the facility and to the locker rooms without walking directly through the path from the pool to the lockerroom and past the showers. Near the pool door, there is usually a caution sign. I closed my locker and started walking out of the locker room and both of my feet simply went out from beneath me. As I was falling, I reached behind me to break the fall with my hand/arm. Well I broke the fall, that's for sure, but I also broke my wrist (which had been broken 5 years earlier playing baseball); I separated my shoulder (level 2) and have something very seriously wrong with my elbow and forearm, which my doctors are trying to figure out.

Here's the rub, 24 claims that in my contract, I waived liability in my membership contract for use of their facilities. I agree that if I signed it, waiving liability for working out, or by being hurt by another person who dropped a weight on me or something, then I would have nothing to b***h about. In my case, however, I did NOT waive their liability if I got hurt simply walking out of the locker room. They disagree. They also point out that the caution sign absolves them from liability.

I would agree if the floor was wet because they had just mopped it, but the floors are wet 24/7. They have to be wet because the way they designed the place, it's impossible not to walk through water to get to your locker. They also claim the water on the floor was open and notorious, and because I knew they were wet, they were not liable. I find that a poor argument becaused, based on their argument, their floors could be made of ice, and all they have to do is post a caution sign or tell you "by the way, be careful, the floors are made of ice, and if you fall, it's your problem." I'm all for taking responsibility for my carelessness, but 24 had a duty to provide me a safe place to walk (and to work out). I simply don't buy their arguments.

Lowana of Haleiwa, HI November 14, 2009

I and my family (3 children) have been a member of 24 hour Fitness since 1998. At the time I joined, I was told that my membership price would be for a lifetime and that it would not go up. I joined early, before the club near my home was completed in order to receive a promotional price. I was told that we would be able to go to not only the Active Clubs, but also the Sports Clubs. The Sports Club as I was advised would have the pools and the basketball courts, which is what we were looking for. So I paid for this added benefit (Sport Clubs).

Recently a new club opened in Pearl City, and we are told that it is called a Super Sport and we cannot go to it unless we upgrade an additional 9.95 per person (bringing our family plan to an additional 40.00 more a month). I are told that the Active Clubs are being turned into Sports (even though they do not have the pools nor the basketball courts). Another 24hr Fitness Club located in Waikiki has recently been changed to a a Super Sport, even though it does not have the basketball courts nor the swimming pool, the only addition was a towel service. What kind of sport is that? I would only consider that a regular club, not a Sport – given the lack of amenities and what we had been told Sports Club would be. Now we can no longer go to that club.

I also have been told that any new clubs opening up will all be the Super Sports Clubs. This means that our memberships will not work, and we would be forced to upgrade to be able to continue to use any of the new facilities. It looks like this is a marketing ploy to force all of the old members to upgrade in order to continue to use the 24 hour Fitness clubs. This does not seem fair, based on what we were told when we first signed on. My whole family has been members for over 11 years. I think this is very unfair and am complaining directly to you and hope that you will come up with something that is fair to your long time members that who were never told that eventually, we would not be able to use our membership at the newer clubs because they would be named something else in a higher category and that all the present Active Clubs would be renamed to be the same level that the Sport Clubs are named, even though they would not be upgraded with the amenities we were paying for.

This also comes at a most inappropriate time being that the unemployment rates are higher than it has ever been in the last 20 years. This seems to be a bait and switch.

Frank of seattle, WA October 13, 2009

Took a tour of the West Seattle 24 Hour Fitness. Manager who toured me was VERY pushy and salesy and wanted me to buy very expensive and unnecessary personal training. All the trainers I saw were in terrible physical condition. Gym was absolutely FILTHY. The men's locker room smelled awful. Like it hadn't been cleaned in days. I spoke with some members while there and they said that the gym has gotten progressively dirtier over the past few years and that all of the other ones in the Seattle area are just as dirty. I wanted to take a shower after walking around in there.

mary of Corona, CA October 9, 2009

I went to the gym today, 10/8/09, and discovered that my lock has been cut off from the locker inside the gym and all my properties were gone. I went talking to the manager, dind't get her name because I was very angry, she was a black female manager working 10/8/09 around 4pm. She told me that my lock was cut off because according to their policy, we are not supposed to have the lock on the locker for overnight.

I did not say anything but mainly concerned for my PERSONAL properties. She opened a wooden drawer apx 30 inches long. It looked completely messy like someone just randomly threw some old dirty rags into the drawer. then I realized that my towels and bathing suit are inside that drawer, being tossed around like trash.

so here is my legal questions: 1. what actions did they take to ensure that my lock has been on the locker for more than 24 hours (overnight)? did they have a camera in the locker room focusing on my lock indicating that i did not use the locker during the time? 2. did they make attempts to contact me prior to cut the lock off? 3. do the staff at 24 hour fitness know their customers so well that they know which lock belongs to which customer and when that particular customer (lock's owner) last showed up at the facility?

I believe their actions are completely arbitrary and against our constitutional rights. There is no warrant for them to cut my lock off and they should not have done it if they can not justify it. If you are a lawyer and reading this, I would like to sue them for violation of my constitutional rights.

carol of dallas, TX October 4, 2009

I bought a 24-Hour membership five years ago through my company. They were fine for the price for a couple of years but then the facility became filthy and smelly and the staff surly. Went on line to my account only to cancel only to find that you must talk with them to cancel. So called 14 days before the regular auto-bill date and sat on hold for one hour before I hung up. Nine days before the auto-bill date I tried again and sat on hold 25 minutes listening to how I could get faster service by going on line! Finally got a live body whom I could barely understand who tried to sell me everything in the book. He finally agreed to cancel it and then I was told that there is a 10 day cancellation notification!!!! Charged for another 30 days! Think I will recommend them ever?

sao of san diego, CA September 25, 2009

i work out different hours depending on my schedule morning, late late nights..i never one saw anyone cleaning. i used to workout at bally's and the cleaning hours are every few hours,since I have the all club I keep driving to differnt location to find a clean gym.I assumed a good area must be well santized but nop every where is the same..chunks of hair in the women shower. The stream smell like moles. The steam room out of order at two a month.

Joseph of keller, TX September 12, 2009

Well I bought a 2 year membership from costco in august 2008 and I was told I am able to go to all 24 hrs nation wide. I move to keller and there is a 24 hrs fitness that was just built and its a super sport. I was denied access to work out and needed to upgrade my membership basically the monthly fee was going to be around 40 or more dollars a month because whatever I bought my 2 year membership fee would cover the intiation fees for the new gym I was like this is b.s. I bought this 2 year member ship and cannot use it Im not going to throw more money down the drain. Can anyone help? Im needing some answers.

Allan of Allen, TX September 3, 2009

After the Allen, TX club had been open about a year, they installed a large ceiling fan (blades are about 10 feet long). They keep the fan on at a very high velocity. It feels like working out in a 15mph wind. When they initially installed it, the front desk personnel said they got several compaints a day. In all fairness, they also got some compliments. I hate working out under those conditions. I wrote the company three times, but they never responded. Judging by these other compalints that are posted, they truly lack in customer service. I called the City of Allen, TX Department of Environmental Services. They said there were no ordinances covering the fans velocity, but if they received more complaints, they would look into it. The managers at 24 Hiour Fitness say they can't adjust the speed, but it is set at a significantly lower speed during the winter. I paid a lot of money for my membership upfront so I would have lower renewal rates. I am sure 24 hour fitness doesn't care if I stop going there.

Emma of Hacienda Heights, CA August 24, 2009

I have been a member for about five years, when 24hr bought this club from Spectrum everything changed, this club is now filty, it is never clean I see members complaining to the manager but nothing is done,the locker rooms are missing doors, the carpet is stained, the toilets smell the showers are missing pieces of tile, the steam room has been out of work for months, they screwed the door so it can not be open you can hear the steam, if it doesn't work I don't know why they don't turn it off. You need to see this place so you can have an idea of how it looks new members are lie to when they are told about the amenities what they don't know is that the stuff don't work. For people that want to join 24 hr at Puente Hills, PLEASE make sure to take the tour and look around demand for management to CLEAN the place hopefully they will pay attention to you.

Emma of Hacienda Heights, CA August 24, 2009

I have been a member for about five years, when 24hr bought this club from Spectrum everything changed, this club is now filty, it is never clean I see member complaining to the manager but nothing is done,the locker rooms are missing doors, the carpet is stained, the toilets smell the showers are missing pieces of tile, the steam room has been out of work for months, they screwed the door so it can not be open you can hear the steam, if it doesn't work I don't know why they don't turn it off. You need to see this place so you can have an idea of how it looks new members are lie to when they are told about the amenities what they don't know is that the stuff don't work.

For people that want to join 24 hr at Puente Hills, PLEASE make sure to take the tour and look around demand for management to CELAN the place hopefully they will pay attention to you.

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