CALIFORNIA -- WISH I COULD GIVE IT ZERO STARS!!! This review is about 24-hour Fitness' Customer Service in general. For over a year, I have been trying to get my problem resolved - unsuccessfully. I have been a member since April 22, 1993 when I purchased a "Family Keep Fit" membership. At that time there were 3 of us on that membership: Myself: Contract # **, my husband, John Contract # **, My son, Jonathan Contract # **.
On July 22, 1996, I added my youngest son, Christopher - Contract # **. His contract clearly stated that his contract was related to mine. I paid a monthly VISA charge of $19.00 ($12.67 + 6.33) for the first 3 contracts and when Christopher was added on, an additional $5.00 per month was added on to my VISA. When Christopher tried to use his card at the Club recently, he was denied entry, because, they told him, his account had not been paid since 2010!
When I checked my credit card statements, I saw that everything was fine through 2009, however, beginning in January 2010 the $5.00 charge for Christopher's membership simply dropped off the bill. No notification was given to me at that time and I did not request any kind of a cancellation. When I talked to your Corporate Office's Member Services this afternoon, they said the $5.00 charge in January 2010 was denied. How can this be? The monthly charges of $12.67 and $6.33 went through without any problem and have continued to go through to the present time. Shouldn't I have been notified in 2010 when this was a problem?
I am not sure who to blame for this problem, but I feel their billing department should have noticed that my VISA card was good for the other charges as they are all put through on the same date and all the contract numbers are linked to one another and would have attempted to at least notify me that there was a problem. As I said, Christopher's contract clearly states that it was related to the original contract.
I had asked to have Christopher's membership re-instated. I am, of course, willing to make up the $5.00 monthly payments from the time they stopped being charged to my VISA. Corporate Office's Members Services indicated that since it had been more than 6 months since the account was cancelled, they could not re-instate it. We have been satisfied customers for over 20 years up to this point in time - I would think they would like to keep us. This should never have happened.
HOUSTON -- They lie to you when you sign up. I signed up after I was told I would be able to use the club in the Woodland TX on Lake Woodlands. When I went there I was told I need the "super-sport" membership and would need to upgrade and pay more money. I would not have signed up if I had known this. The staff just want you to sign up and don't care about what you want.
The front desk staff are ignorant of what's included and what's not. They want you to sign on the dotted line so they can get their bonus. This included lying to you and misselling. Don't even bother with customer service as this is a joke. They only threaten you with collection agencies if you don't pay up. A truly nasty unethical business. Stay away from them.
REDLANDS, CALIFORNIA -- I do not understand how a company can charge you an annual fee when you have not had a membership for a year yet. Did I not pay this at the beginning when I signed up? So if I decide to cancel my membership at the year do I get my annual fee back? They said it would be prorated! So the answer is NO! How can you charge me the annual fee? My year for being a member will be short lived when the actual year is here in May. So "Yes," if there is a class action lawsuit I will be involved.
TEMECULA, CALIFORNIA -- Their computer lost my subscription. Despite my fingerprint, passcode, and membership card. After I made a fuss they found it and said it expired 9 years earlier. After a few hours left on their own the local management found my membership and said it had just expired a week before. (My yearly membership had for close to 2 decades expires in December not June.) Claimed they sent renewal notices but to an address in a city far far away which I have never lived close to.
When escalated to corporate they said it was up to me to renew my membership on time but they would be glad to get me back into the system for $500 a year. (Had been paying $99/Yr.) When I looked into it further I discovered I'm just one of thousands that this has happened to. Looking at Consumer Reports "24 Hour Fitness" is boldly upgrading their pay structure. All old members that paid a huge membership fee of close to a thousand and then $99 a year are now being pruned and replaced with $500/yr memberships.
Fortunately "LA Fitness" is far superior and far less expensive. Along with numerous other gyms "24 Hour Fitness" is the slum gym in the fitness world. Check it out in person and then check the other gyms so you don't make this mistake. The only positive about this may be they have a gym close to where you live. Even then it might not be worth it since other gyms are cheaper, better facilities, and a better atmosphere.
HOUSTON, TEXAS -- If you want to get promoted or even stay employed, it's vital you partake in the “Leader Led” behaviors promoted by 24 Hour Fitness. My Club Manager (CM) has been recognized on National Newsletters and District Conference calls time and time again for being a prime example of these behaviors. With that being said, I would now like to illustrate what I witnessed since he arrived at my location:
The CM enjoys avoiding responsibility for anything that happens in the club that is negative and taking credit for any success we had in the fitness, membership, and service department. In other words, point the finger at the people who work for you when something goes wrong, but take all the credit if you reach or exceed budget. As the District Manager (DM) stated, “The Power of One”. This demonstrates the Leadership Competency of Set Direction.
The CM did not process PARS, Bio's or do any administrative work when the club didn't have an SM for over 3 weeks. This resulted in employees not getting paid properly, supplies not being ordered, and delayed new employees from getting hired. The CM likes to blame it on a faulty computer error.
The CM made sure to bring his iPad or iPhone into the club to watch “Bad Grandpa” and “Two Guns” during his shift during the week and especially if he had to work on a Saturday. However, the DM was only aware of the CM's good behavior. Therefore, the CM would be praised for ‘working' on a Saturday and be recognized for all of his hard work via conference calls. This would be the Leadership Competency Lead with Passion.
The CM didn't introduce himself to various team members for several months. He made sure to only approach team members when he needed something or wanted to see what they would be selling for the day. Also, and this is vital, he stressed the concept of “Do NOT train and develop your staff because it's a waste of time”. You could be, “Selling a membership”. This demonstrates Building a Great Team.
The CM made sure to sell at least 5-6 Intro 5 Packs to members who were not really interested in training at the beginning of the month. This allowed him to reach the counselor fitness budget very quickly and it helped to decrease the Active Client Count in the Fitness Department. It was at this point that he was able to boast during conference calls about how he hit the CF goal quickly, but would then coast in that area the rest of the month. This is an excellent way to demonstrate the Leadership Competency Innovate.
The CM made sure he was (and still currently is) the DM's “Puppet” by running the play every month even though the play might not be effective for that particular club or the entire district. The CM would rather see the club miss goal, but “run the play”, than hit goal and be innovative. Making sure the play was ran definitely got him recognized. To sum these key tactics up, he made sure to put all administrative work, training, development, and talking to members and staff aside so he could “sell, sell, sell” as the DM would phrase it.
Finally, and most importantly, “Take Decisive Action” was demonstrated by giving out Final Warning CAR's to staff with no prior infractions. He was ready to FIRE his employees if they hit their goals every month, asked any questions, or didn't agree with everything he said because it was, “HIS club, HIS staff, and HIS culture will be implemented in every department”.
I was told in my final two months, the ONLY thing I was allowed to do was walk on the floor and book New Member Sessions (NMS). PERIOD. I was clearly instructed NOT to call our new members, the backlog, the inactive clients, or past clients. My ONLY responsibility was booking NMS off the floor, selling them training, and passing clients off to the staff.
According to our PT Coaches Playbook, there were numerous ways to sell new business, but the CM's “Play” was the only thing that mattered. If I did anything other than what he instructed, I was being "insubordinate". The DM and the CM took away the tools that had made me successful in the past, as evidenced by me winning Regional and District FM Personal Production contests months before this CM came to our club. At this point, my job was nearly impossible to succeed at and I was set up for failure.
In closing, time is more valuable than money. I can never get back the 9 years of hard work I dedicated to 24 Hour Fitness. The only thing that kept me with the company is my team that I deeply cared about. Every action I took was for the best interest of my staff and I hope this is apparent by the letters of recommendation, client testimonials and my club and personal production numbers. The most detrimental aspect of this situation was the mental stress placed on me by my Area Director / District Manager, my District HR Representative and my Club Manager telling me I was not a good leader, I was inadequate, and I should leave.
If they would have been honest and said they were cutting costs and could no longer afford keeping me on the payroll or offered me another position, I would not be writing this review. I've always been transparent and honest with people in my life. I thought it would be beneficial for people to know exactly how this company operates and how disposable I was after I dedicated several years of my life to changing people's lives, helping the company reach their mission, and fulfilling my obligation and duty as a Fitness Manager III, Assistant Fitness Manager, and Master Trainer.
Get out while you still can. I've had close colleagues get fired in a similar fashion to me after spending 10-15 years of their life with the company. Instead of being transparent they will lead you to believe you aren't performing well, find a reason to give you a corrective action, and fire you on the spot. This is to avoid paying you any severance or unemployment benefits. Worst of all it reflects badly on your resume and you can't use them as a reference. I left 24 back in 2010 and they recruited me back in 2013. I had a great job at a private facility making very good money, but they promised me the World when recruiting me, only to fire me less than a year later.
Keep in mind, I hit goal 7 out of my 8 last months there and had the best track record of any FM in that club's history. This was when they were in the process of selling the company and were looking for ways to cut costs. There is a tremendous amount of politics involved and regardless of how hard you work if you're not brown nosing the DM good luck on getting promoted.
AUSTIN, TEXAS -- Member of 24 since 4 years now, I have seen multiple week end cycle classes now cancelled over excuses as memorial day (which was not a week end day), then mother day and now father day. Well this is not acceptable, attending those week ends I have seen the club had usual attendance and many members coming and surprised of those cancellations.
If this very unfortunate trend continues with always more excuses to cancel classes I will consider switching to the new LA place coming soon on Lamar. I would also like to see the equipment repair more diligent as for instance the current ab chair out for more than 4 weeks, and the multiple issues/malfunctions of steam an Jacuzzi bath, on and off almost permanently since one year now.
Finally, the astounding number of dead or alive running cockroaches since 2 weeks is certainly not a good sign of diligent cleaning. The accumulation of those management deficiencies take your club below average level, probably for very small savings to delay fixes, proper maintenance and reduce a few hours of classes if this the choice you do to run the place I believe it is shortsighted and long term it will be costly loosing to your competition. I will distribute a copy of this email to my fellow cyclers along with your answer I am expecting.
ESCONDIDO, CALIFORNIA -- I went to work out like I have for 10 years. There had been some mixup with the expiration date on the credit card used for the account. I was just there 3 days ago, - no problem. This rude kid at the front desk named ** made sure to make a big issue in front of everyone that I was late on payment, and proceed to demand that my daughter MUST appear in person to make it right. I called her and she confirmed that she had given all the updated info to the corporate office. JAVI - and the security guard were laughing their asses off when I got upset at being denied access.
I decided to leave and I have cancelled my membership. I called the manager, and she told me that ** and the security guard had accused me of throwing a towel at them, which I told her was a bold-faced lie. She is planning on checking the security footage to see and I hope she gets rid of those little liars!! I simply set the towel on the desk to return it as I was not planning to work out.
Long story short, I went to LA Fitness and WOW - what a difference. Those creeps at 24 hour did me a favor. I have a BETTER Gym at a CHEAPER price. I hope others follow my lead. It's on El Norte and Center City Parkway = LA Fitness -- no one deserves to be treated the way I was treated today by those two at 24 hour. I will make sure everyone I know hears how rude they are and never goes there.
SUNNYVALE, CALIFORNIA -- One of the clerks from the front desk cut off my lock during my workout. Another patron claimed that I put my lock on a locker with his belongings. He did not have a lock. After discussing this with the manager on duty (Devin **), she politely declined to replace my lock. Unsatisfied with this decision, I called the club manager to review this situation. After hearing the complaint, he promised to talk to his staff and return my call. He did not call back.
My various experiences with this franchise indicates they do not value the customers from whom they collect dues and don't really care if they lose members. There are constant plumbing problems which they use gym towels to plug leaks. These are the same towels they issue to customers. Broken equipment stay broken for months. The managers are not trained to conduct themselves with good customer service. Do not spend your money on this franchise.
PORTLAND, OREGON -- I have been going to mall 24 Hour Fitness for over a year. I use the pool more than anything else in the facility. The pool is very dirty, at times one is unable to see the bottom of the pool it is so unkempt. A huge number of clients that use the pool and spa use the side of the facility to blow their nose and spit openly, some of the clients spit inside the pool.
Trying to enjoy the steam room is another adventure as patrons will get water and then spit it into the sensors of the steam room to increase the steam. In the past year Multnomah county has been called a number of times and has forced the club to repair broken tiles (that were beginning to mold) along with replacing the spacers on the flooring that were broken if a person stepped just so one could really hurt an ankle or leg.
Just recently the club has decided it needed to save money so the temperature in the pool has been lowered. I have talked numerous times to the club and corporate management and nothing has been changed. As soon as my membership is up yes I am finding another gym. ** recently profiled most of the problems with this location and nothing has changed.
TWIN OAK ST. LOCATION, BEAVERTON, OREGON -- I was a member at 24 Hour Fitness one other time and was not pleased with the customer service. They acted as if they didn't care if you were there or not. The club always looked dirty and I never saw anyone ever cleaning the facility. The equipment was old and who knows if they ever replaced the old equipment with new updated equipment. Recently I went to the club in Beaverton, Or on Twin Oaks street. I was waiting for a class to start so decided to warm up on the treadmill. The first one was out of order so I decided to get on the next one. There was a TV playing and lots of people talking/other machines running as I stepped on the treadmill.
To my surprise, it was running at top speed. I went flying off, landed on the floor in a heap and fractured my shoulder. The woman next to me paid no attention to me and kept on running. I tried to get up but couldn't because I was in so much pain. Thank goodness there was a couple of good Samaritans that came and picked me up. My first thought was, why anyone would leave the machine running? The bigger question is where was the staff and why weren't they walking around and monitoring all of the equipment making sure the people were safe and their equipment was working and shut off properly.
When I reported the accident to the woman down stairs, she showed no concern when I told her what had happened. I tried for weeks to get a hold of the manager. All I could do was to talk to the jock woman assistant manager which showed no concern either and put all the blame on me. She said she would make a report but nothing has come of it if she did make a report. I finally reached the manager and he said he would get back with me but never has, and also showed no concern. Even though it has cost me hundreds of dollars in doctors bills for which they should be at least partially responsible, at the very least an apology.
They need to post signs that say shut off equipment after using. When I talked to the manager, I told him I wanted my membership put on hold, and he wanted to see all my doctor bills to prove the accident. I will take the bills in this week but really doubt that anything will come of it. Stay tuned for a follow up on the bills question.
Twenty4 hour fitness makes plenty of money from the "biggest loser" so, what do they care. I have had the same non-caring attitude at all the 24 hour clubs. I would not recommend them to anyone. In the mean time I am still waiting to hear from the manager who after telling him I want no more to do with this club continues to take money out of my account. I will have to cancel the money from the bank side.
Good luck to anyone having to do with 24hour fitness. I recommend LA Fitness. They keep their club immaculate and actually show concern and are always replacing the old equipment with the most up dated equipment on the market. Please check them out.