Complain about a product or service

24 Hour Fitness

mcmonigle of kent, WA May 29, 2009

The water in the mens wash room is aways cold, one needs hot water to wash after with all the flu going around. This should be fixed for health.

Lynette of Gilbert, AZ May 27, 2009

On 4/29/09 I called member services to cancel my membership, like their on-hold service says you can do. After 5 days, I finally received an email response that told me in order to cancel my membership, I needed to contact a 1-866-308-8179 number. I called that number today at about 5:30pm MST (they are open until 6pm PST). After waiting on hold for almost 15 minutes at my office, I hung up and re-dialed on my cell phone so that I could drive home. I immediately called the number again, and was on hold for my entire 20 minute commute home. Finally, a woman came on the phone and asked why I was calling. I told her the reason and then verified all of my information. She then asked me to wait for a minute or two while she transferred me.

After holding for almost 10 minutes, the same woman came back on the line and told me that she was sorry, but she was not authorized to process my cancellation request, and that if I could call back tomorrow, someone could help me. I told her that I had been on hold for almost 30 minutes now, and that I would like to talk to someone tonight, while they were still open. So she then said (in a rude voice) that SHE'D only had me on hold for just over 7-8 minutes, but to hold a moment and she would transfer me. I asked her if she was going to transfer me to someone who was authorized to process my request, and she said yes. So, after another 6-7 minutes on hold, the SAME woman picked up and told me that no one was available to take my call, and she gave me a "direct" number so I could call the cancellation dept. in the morning. She gave me the SAME phone number that I had called for member services in the first place!

I asked her why she kept putting me on hold, when she could've told me all of that information from the beginning, and that the number she gave me was not a "direct" number as she had said. She became quite flustered and said that she was trying to find the "agent she had in mind" who could take my call, but that he/she was not available. I asked her if she was telling me that there was only one person who could process my request. She responded and said that no, there were other agents who could help, but that they were ALL on the line with other callers. So, at this point, I asked to talk to a manager. After explaining that she really was trying to assist me, she then said that ALL of her managers were also on the lines with other callers. She asked me to call back in the morning. I said no, and asked that I be put on hold for HER manager. After about 5 more minutes, her manager picked up and was able to help me. I explained to him why I was frustrated. He apologized and was able to help process my cancellation, but after all was said and done, I spent nearly an HOUR on the phone trying to cancel. I am very displeased with their customer service!!

My brother's girlfriend used to work for 24 Hour Fitness, and she said that they are trained to do exactly what I just experienced. My brother warned me before I called, but I honestly did not believe him; however, after what I've just experienced, I believe that they do train their agents to delay the call process in hopes of exasperating their callers, all with the intent to delay the cancellation and get more monthly dues!!! This is unfair and a very dishonorable way to do business, in my opinion. I will not recommend 24 Hour Fitness to ANY of my friends or family members!!!

Dusdi of Yorba Linda , CA May 20, 2009

Was repeatedly harrassed by Buddy and Hollywood Sport staff to upgrade my membership to a Sport Club. I had signed up years ago with 7 family members for a lifetime membership and had asked to be grandfathered into the new club (sport) access. I just never used a sport club until I moved. I told salesperson that I had my membership grandfathered in years ago, he said it wasn't in the system.

I called corporate and they claimed to have fixed the issue on the system. So the next time I went in he tried to stop me from going in the club and I told him to look at the notes from corporate (corporate told me to do this). The next time I went in he harrassed me again, I asked him for the # to corporate. Next day I get a phone call from the 'general manager'Buddy who tells me I have to pay to upgrade because his club doesn't countfor the grandfather clause. Buddy also said he got back up from the District Manager.I don't know how he got my number--I NEVER gave him permission to call me!

I called corporate # and they said I have to upgrade now and just to pay the fee. I told them I wanted to speak to the regional manager and they told me I couldn't, even though I asked them why I was not able to exercise the grandfather clause upgrade. Violation of stalking law. Breach of contract. Breach of verbal agreement. Harrassment, intimidation, bait and switch. I want to go to court on this. I am traumatized

Darcy of Lees Summit, MO May 15, 2009

When i went in to get a sticker for one of the classes, one of the front desk workers (david) was talking with me about my to-be-husbands work ( he's in the U.S. army) he is an officer, and david was also in the army but was inlisted. david started telling me how worthless ( in so many words) how officers don't know what they are doing and such. i called david young and dumb for having the lack of respect for saying such rude things to my face. In return he called me a witch with a "B" to my best friend who also works out there. I feel that being a member there i should be treated with respect. I feel that they need a ton of correction at this club. Maybe the managers should hold their employee's at a higher standard, and to teach them to treat all of their members at a higher level.

Ethan of Mill Creek, WA May 14, 2009

I signed for an all club membership on March 27th. I was told by the salesperson that If I paid my dues in cash before the 6th of April that it would not automatically come out of my account on the 16th. I paid for my membership in the amount of 93.38 on the first of April and it still came out of my on the 16th. I went in to close my membership and the manager Maria told me that I would be issued a refund check. I didn't realize I gave the wrong zip code when I signed up so I called on the first of May and corrected my mistake. It is now two weeks later and I still have not received a check. These people will take your money and not give it back. I would not recommend this place. They only employ liars and idiots.

Kevin of San Ramon, CA May 13, 2009

Like others I purchased a lifetime "all clubs access" membership. 24 hour now refuses to honor my agreement by denying me access to "super sport" clubs. If you find yourself in the same position there are 2 things you can do: (1) Wait for an upgrade "sale" (these occur frequently) when you can sign an addendum to your existing agreement and pay only 10/month to upgrade your membership to include super clubs. Yes, that's still 10 too much, but much better than the 25-60 you will be quoted at other times. (2) Revisit this site periodically as we will be posting details on the soon-to-be-filed class action lawsuit.

Mansoor of San Ramon, CA May 11, 2009

I signed up about 5 years ago for whats called an "ALL CLUB SPORT MEMBERSHIP" at my then local branch in Fremont, Ca. The person who sold it to me explained it was going to give me access to all the gyms in the 24 hour franchise. Suddenly when i moved to San Ramon i was stopped at the door and told i was not welcome in the " Super Sport" because they have a seperate upgrade, when i told them my membership gave me access to all gyms as i was promised, they denied that and said that was promised because at the time there were no 24 hour fitness "Super-sport" in the area, but the membership give me nation wide access so i dont see what that has to do with anything.

When i asked what does it cost to upgrade to be able to access this 1 gym. i was told 25 dollars more a month ( by a RUDE salesperson named Michelle). after reading that there are sometimes lower costs online through a blog, i called Customer Services and spoke with a Cherneko who told me the upgrade would cost me 45.99 more a month! When i asked why his rate was different from the one at the location, he simply replied with " Why are you calling us if you already got a quote from them?"

I have been given 3 RUDE customer service people, and with every time i ask the question, the rates increase... is this fair business? You can rest assured i TOO will be filing a complaint with the better business bureau and the District Attorney's office!

Jessie of san francisco, CA May 9, 2009

I tried upgrading my account during a promo special which was listed online for 29.99 for an all club excluding super sport membership. I was told my 35 membership would now be 39. When I told the rep about the difference in price I was told I couldn't have it. I said I'll cancel & sign up to get the rate. I was then told it is the last day & it will take 2 days to process so I would not get the advertised rate. After many years of being a loyal member I will purchase the much cheaper 2 year membership through Costco & cut bait with the corporate liers & cheaters once and for all.

Rosanne of Mill Creek, WA May 8, 2009

I joined 24 hour fitness on March 20th, signing up both my husband & myself. I told the salesman that I wanted to be able to use any of their clubs, including the one in Bellevue & the one in South Everett, closest to our home. I told him that my husband wanted to use the one in South Everett. He told me that the membership he was offering me would be good at ANY club, nationwide and even showed me a map of all of the locations. I cancelled a membership to a different gym that was costing me significantly less that the new membership.

The first time my husband tried to use the membership at the South Everett location, he was told he couldn't because it is a "Super Sport." There was NO mention of my membership excluding "Super Sports," and now my husband can't even use the membership. I was told that I needed to speak to the manager of the Bellevue location & he proceded to tell me that there was nothing he could do to help me & that he would use the experience as a "training tool" for his membership employees. He quoted me another 10/month per person to upgrade & I told him that online it was only 6/month. He looked it up and confirmed that. I am also paying 6.99/month per person that they were advertising online for the membership that doesn't include Super Sport clubs.

They lied about the membership in the beginning & quoted me higher prices than they were advertising online. This is horrible customer service - I have since cancelled my husband's membership, but I was told that I would still have to pay another month's dues for him. I got hold of customer service & they agreed to credit me one month's dues for my trouble. If the manager had offered me the same thing, I would have been slightly more satisfied. I will continue to tell everyone I know that 24 hour fitness is dishonest & provides horrible customer service.

Cynthia of San Diego, CA April 30, 2009

While taking a Turbo Kickboxing class on Wednesday 4/29/09, I noticed a couple of guys taking pictures/video (?) of the class on a cell phone. As they proceeded to door to leave, I ran to the front desk and yelled for them to stop. I reported to the two employees in red shirts behind the desk what had happened and they just looked at the boys and let them leave. I have seen signs in the gym saying that photography of any kind, including cell phones, is prohibited.

I sent e-mails to the club and to the corporate offices in Carlsbad. I don't know what can be done at this point. I know I will NOT be going back to this location even though it is within walking distance from my home and am thinking about cancelling my membership altogether. This is not the first time that management has refused to intervene/confront when members rights have been violated.

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