24 Hour Fitness Customer Service Issues

I have been a HR Fitness member for a few years. I applied for a front desk position at the Santa Monica, CA location but was not hired. Instead, I became a yoga instructor at Spectrum Fitness Club and other yoga studios in the area, offering me free access to Spectrum's gym and complimentary yoga classes in Los Angeles. Since relocating to San Luis Obispo, CA and attending Cuesta College, I have not found a nearby HR Fitness facility within a manageable distance. I have kept my membership due to the lifetime deal, paying a reduced monthly fee, but circumstances prevented me from utilizing it. Despite considering chiropractic schools in Hayward and San Jose, I ultimately pursued another program and did not relocate. As a current student, I am unable to foresee when I will resume using my HR Fitness membership. I am hoping for assistance in canceling my membership and potentially receiving a refund for the inactive period due to my employment changes and educational pursuits.

I terminated my membership with 24 Hour Fitness on August 1, [redacted]. Despite receiving a confirmation email of cancellation, they still deducted fees from my account the following day. I've reached out to address this and was assured of a refund for the overcharge, which I carefully reviewed as I had also paid the previous month's dues at signup. However, even after waiting weeks as advised, I have yet to receive any reimbursement. The situation is frustrating, especially given the lengthy wait times when calling customer service. I simply seek clear communication on whether the refund will be issued or not. It's unfair for them to retain funds I can't spare, particularly since I won't be using their services this month. I urge prompt clarification from the company regarding this matter.

I have decided to exclusively use one specific location due to its proximity. Unfortunately, since I joined, I have faced ongoing harassment and recently received a credible threat. Despite reporting these issues to both the staff and corporate through regular surveys, there has been no improvement and, in some cases, the situation has worsened. I am alone, have a physical disability, and lack support at the club, which makes me feel very unsafe. Therefore, I believe it is best to part ways amicably, at least for an indefinite period. I purchased a two-year membership from Costco on 02/14/[redacted], and I kindly request a prorated refund for the remaining duration of my membership. Thank you for your help. Sincerely, Adonis A.

In October, I signed up for a 7-day free trial promotion at 24 Hour Fitness. I made sure to cancel the trial a day before it ended with the assistance of a staff member, who mentioned there wouldn't be a physical confirmation for the cancellation. I trusted their assurance and didn't follow up. Surprisingly, I discovered that I was billed over $[redacted] for a service I didn't authorize. Every time I inquire about the cancellation, the employees claim there's no record of it. The lack of assistance from the employees, especially in resolving the matter with the operations manager, has left me frustrated. They keep placing me on hold and never return to the call. This situation has angered me, and I intend to share this disappointing experience with others.

I would like to express my gratitude to gethuman.com for assisting me in contacting 24 Hour Fitness. I had been trying to reach the Santa Monica branch for two weeks without receiving a response. Thanks to this website, I received a prompt reply. In October, my boyfriend signed up for a 7-day free trial at the gym. We were informed that if we didn't cancel in person before the trial ended, we would automatically be enrolled in a membership. Despite visiting the store before the trial expired and being assured of cancellation, we were charged over $[redacted] for three months. The Santa Monica staff claimed there was no physical record of our cancellation and instructed us to wait. After unsuccessful attempts to resolve the issue, we visited the Cerritos branch for assistance. The operational manager there was helpful and acknowledged the lack of gym visits, leading to a partial refund and an apology for the inconvenience. While the refund process was ongoing, the Santa Monica manager contacted me, mentioning that since Cerritos had processed the refund, the matter would be considered closed. However, the manager failed to apologize for the mishandling of the situation or acknowledge the inconvenience caused. I am disappointed with their response and will refrain from engaging with 24 Hour Fitness in the future.

As a long-time 24 Hour Fitness member, I recently had a concerning experience at the pool. I informed the lifeguard of my swim plans but noticed the lifeguard was occupied on the other side for a few minutes, potentially jeopardizing swimmers' safety. This is crucial to me as I once had a scare involving my child at a different facility. I believe ensuring proper supervision is vital to preventing accidents. I urge the management to review the safety protocols and take necessary actions. I have already raised my concerns with the lifeguard on duty, and I anticipate a quick resolution. If needed, I will escalate this matter to the VP of Marketing, Michael Carney. Thank you for your attention to this matter.

My husband and I have been members of the gym since [redacted] and have been working out three days a week since [redacted]. Recently, I've been having trouble checking in at the front desk for the past month. Despite asking multiple times, I haven't received a clear explanation for the issue. After calling today, I was transferred multiple times until a supervisor, who declined to provide her name, answered with a hostile attitude. When I expressed my concerns, she started laughing at me and showed no empathy. I informed her that I would contact the corporate office, to which she responded indifferently. This experience has left me very disappointed in the gym staff. To add to the frustration, my husband, J.H., received an email about his membership expiring, even though we paid for both memberships in June. It seems like there is a serious problem with the system. His check-in number is [redacted].

When trying to cancel my membership on the 24hourfitness.com website, I followed the steps provided. Step 1 involved selecting the membership cancellation option. In Step 2, I entered my personal information and contact preferences. Step 3 was for any additional comments, concerns, or requests. Upon completing these steps and submitting my cancellation request, I received an automated response aiming to retain me as a valued member. The email suggested visiting the website and following a link to expedite the cancellation request, but no such link was provided other than the initial cancellation process that led to the auto-reply.

Dear Customer Service, Today, I contacted my local 24 Hour Fitness at [redacted] to freeze my membership as per the email notification I received from the company regarding their re-opening. The representative mentioned that I couldn't freeze the membership since I purchased it through Costco. Subsequently, I reached out to my local Costco at [redacted] and spoke with Brenda. She offered to prorate my membership refund but requested the first and last day I used the membership, which I would need 24 Hour Fitness to provide via email. Upon contacting 24 Hour Fitness again, the manager, Randy H., insisted that I need to go to the gym for a printout, as they are unable to email me the information due to the lack of an email system. Given my health concerns, I prefer not to visit the gym in person. Could you please help me obtain the necessary details to request my prorated refund? I can provide my membership number if required. I also attempted to contact 24 Hour Fitness at 1-[redacted] but only encountered a voice recording. Thank you, B. N.

I have chosen not to use 24 Hour Fitness due to the mask-wearing policy conflicting with my workout routine. Although I requested not to be charged until both swim lanes are open for at least 90 minutes and the mask requirement is lifted once Covid-19 and its variants are sufficiently resolved, I am still being charged. As a 75-year-old male battling cancer, I cannot take any risks. I kindly ask for my membership to be suspended or refunded for any recent charges since your closure, or alternatively, to cancel my membership entirely. I have been a loyal member for over 20 years and wish to continue under the conditions outlined above.

I am in need of assistance regarding an ongoing issue with fairness and equality policies for non-members at various local 24 Hour Fitness clubs. Despite efforts by Susan Torres, General Manager at the Sherman Oaks Galleria location, to contact District Manager Miguel Gonzalez on my behalf since September 2, there has been no response. My attempts to reach Miguel directly via email on September 9 and 10 have also gone unanswered. I am disheartened by the lack of communication and transparency in not being able to directly contact the corporate office and district managers. I seek clarification on the restriction of direct phone calls to these individuals. Furthermore, I am perplexed as to why Miguel has not addressed the concerns raised by either Susan Torres or myself despite multiple attempts. I tried submitting this message through the Contact Us page on the website, but encountered persistent errors preventing successful submission.

I purchased a 2-year membership at Costco and still had 8 months left when I spoke to a manager at Mission Hills, CA. The manager mentioned that my membership was extended without my knowledge and I needed to renew my contract to continue using the facilities. Due to the closures from Covid, and personal losses in my family due to the virus, I wasn't prepared to return to working out. I felt the manager was impolite and could benefit from additional customer service training. Thank you.

I had a negative experience at 24 Hour Fitness Pearl City. The associate Terry was unwelcoming and insisted I become a member to use the 3-day pass. I was surprised that online information did not mention this policy. Despite being a lifetime active member from a closed gym, I was unable to access the pass. I had taken time off to check out the gym and work out before considering joining. Terry's hard sell approach was off-putting, making me reluctant to recommend this gym to others or allow my staff to join. I have been a loyal customer and have promoted 24 Hour Fitness before, but Terry's behavior has made me reconsider. I hope my feedback reaches Jeff Boyer, Karl Sanft, and Tony Ueber to ensure better customer service in the future.

I need assistance regarding an incident that occurred at 24 Hour Fitness with my girlfriend about 2 years ago. Before going to the gym, she had an episode after taking her antidepressant medication and showering, leading to her feeling dizzy and falling. Emergency services were called, causing distress as she was in the shower when they arrived. I had to intervene to protect her privacy and manage the situation. The treatment she received from the fire and police departments, as well as the staff at 24 Hour Fitness, was upsetting. She was eventually asked to leave the gym. Reflecting on this experience angers and saddens me, and I am seeking advice on how to address this issue.

Good morning, I'm Ivan. I had prepaid monthly gym registration. I live far, so I didn't attend and assumed no debts since it wasn't a fixed plan. Suddenly, they claimed 3 months of debt despite my sporadic visits. I visited to inquire and didn't receive a clear explanation. I want them to close my account and waive the unpaid months. I never authorized auto-payments and always paid in cash when present, as initially agreed. They had assured me card details were a formality. On past occasions, I paid in cash each time without issues.

I would like to cancel the memberships for my husband, K.S., and my daughter, K.G. I have been making automatic payments for them from my personal bank account. K.G. has moved to Canada, and K.S. doesn't use the gym. I only have access to an iPhone, not a computer. Please stop the automated payments right away. Thank you for your assistance. My name is Kathy G. Email: [redacted]

Last week, our locker was broken into, leading to a distressing experience that has shaken our trust in the safety of the facility. Numerous lockers are out of service due to similar incidents of break-ins. Despite reporting the theft of my husband's backpack containing his essential belongings like car keys, cards, and wallet, the manager, Amanda, failed to provide any support and was unhelpful. Another individual fell victim to a similar theft of belongings from their locker. The lack of accountability for these incidents has left us burdened with expenses such as the cost of a tow truck and new keys. The situation has led us to consider organizing a collective lawsuit to address these security issues. It is concerning that the security cameras have not been able to identify the perpetrators involved in these thefts. We are determined to seek justice in this matter.

When I visit the club on Chapman and Brookhurst in Garden Grove, there are often machines left with 8 to 10 plates on them, and plates scattered on the floor. The main issue is the staff at the front desk; instead of attending to the gym's upkeep, they appear to be socializing or using their phones. Despite numerous complaints, the problem persists. I have reached my limit with this and am considering canceling my membership. It's disappointing that the staff responded with such a bad attitude when I tried to address the issue, claiming the manager was on vacation and even joking about it. I believe I deserve better service and will explore other gyms for a more satisfactory experience.

To whom it may concern, I recently discovered that a membership was being charged to my account without my knowledge. I signed up just before the pandemic forced the closure of the gym located at [redacted] West 231st Street, Bronx NY [redacted]. Despite the gym being closed due to the pandemic, 24hr fitness continued to charge my account, which has been quite distressing for me. As I never had the opportunity to use the gym and have since moved out of NYC, I would like to cancel my membership. I am also requesting a refund for the months during the pandemic when charges were still being made. I only became aware of this issue when I lost my card and reviewed my statement. Thank you for your attention to this matter. Sincerely, Venecia Fernandez

Hello, my name is Tim Caylor. I am a member with the number mbr[redacted]1. On 03/27/[redacted], I pre-paid for one month of personal training at the Columbia Tech Vancouver, Washington 24 Hour Fitness location. Despite attending only 4 sessions in March last year, I discovered I have been charged $[redacted].00 monthly from 03/27/[redacted] onwards. I reached out to Chris, the General Manager, who claimed I had agreed to monthly recurring sessions as per the emailed contract. However, after checking my emails, I found no such contract. My account shows I only pre-paid for sessions with Kaleb for the month of March. Chris argued that Kaleb had attempted to contact me, making me liable for the charges. I dispute this as I did not receive any additional training. I request a review of this situation as I believe I should not be charged for services I did not sign up for or receive. Thank you. Timothy Caylor