I have been a 24 Hour Fitness member since 2000. I got a deal with them back then with prepaid of 3 yrs. of membership, and $99 annual due thereafter. I haven't been really working out for the past couple of years and using their facility maybe once in a blue moon. I went in to work out couple weeks ago and was informed that my membership was terminated due to missing payment. The only way they can activate my membership is to provide proof of payment. My annual due date is 6/22/09, which is 7 months ago and I can't remember how I paid it and not to mention tracking my proof of payment.
Basically, 24 Hour Fitness staff told me it's my problem, not their problem and nothing they can do about it. I went work out 8/31/09 (I put a comment on my Facebook and that's how I remember my last workout date), and no one told me that they didn't receive my due in June. Apparently, 24 Hour Fitness does have a 90 day grace period, so if someone would have told me I missed my payment when I last worked out on 8/31/09, I would have paid $99 and stayed on my membership (though I believe I made the payment but somehow didn't go through, as I have been paying for the last 10 years).
All 24 Hour Fitness staff said "Sorry about that, again nothing we can do". I called the Club and membership services, all I got was run-around and "nothing we can do" & "you can negotiate a new contract with us". One membership service representative did tell me that he saw a note about payment on my account, but the company never got through it. He needed to check with Support Team and would get back to me. Of course, I never hear back from 24 Hr. Fitness. I called again, and 24 Hr. Fitness acted like nothing had happened and never heard my situation.
I am completely pissed at the way they treat loyal customer. There's always a solution to something. 24 Hour Fitness just simply doesn't care, they are after $, not care about you as a customer, not care about your health (They pretend they do when they try to persuade you to sign the Personal Training sessions). I see it as they try to screw me out of the sweet deal I got 10 yrs. ago. I have no faith in this company and completely disappointed about how they treat consumers. DON"T GO TO 24 Hour Fitness, unprofessional, unethical, disgusting customer services.
CARLSBAD, CALIFORNIA -- I purchased (2) 24 Hour Fitness membership in April 2009 for my husband and I from Costco. At the time we were stationed at Ft. Lewis, WA and planned to retire and stay in the immediate area. In August, I was offered a job and it required me to move to Indiana. I immediately contacted 24 Hour Fitness customer service to inquire about a club in Indiana. They told me they did not have any clubs in the entire state and I could cancel my membership when I would no longer be able to use it. I told them to go ahead and cancel it and provide me with a letter or cancelled contract.
24 Hour Fitness told me to fax proof of my move to Indiana and they would issue me a refund. I called them the following day and they told me they received my fax and it would take about 7 days to process my requests. Next I asked about refunding the remaining months of my prepaid membership, and that's when the trouble begins. 24 Hour Fitness told me to contact Costco, because I purchased the memberships from Costco. Costco told me they could not issue me a refund because I had redeemed the 2 year membership certificates, and they told me 24 Hour Fitness would have to issue the refund.
I went back and forth with 24 Hour Fitness and Costco for more than 2 weeks, until Costco told me to send them a copy of my husband and I membership cards and to have 24 Hour Fitness fax them a copy of my cancelled membership contracts. I contacted 24 Hour Fitness and I was told they would fax it by the end of the day. It did not happen and I have talked with 24 Hour Fitness 6+ times and I have talked with customer service reps, supervisors and individuals who claim to be managers and they have all told me lies to get me off of the phone.
I spoke with a manager on the 23rd of September and he told me he would ensure Costco received the fax no later than the 30th of September. On 30 September, Costco customer service sent me an email and told me they had not received anything from 24 Hour Fitness as of 6:12 pm. I called 24 Hour Fitness on 2 October and I spoke with a customer service representative who told me, they never received my proof of my move to Indiana and my membership had been reactivated back in August. I asked to speak with a manager immediately.
After waiting over 25 minutes, a manager informed me, she would cancel my membership and it would take up to 30 days to receive confirmation. I can't believe a Costco would do any type of business with such a ** company. FRUSTRATED and don't know where to go next!!!
SAN JOSE, CALIFORNIA -- I wanted tonight to check out the Parkmoor San Jose, California 24 Hour Fitness location with a 7 day pass. So I go in at 10:30 pm at night to see if I could get a light workout and check out the place. I walk up to a young man at the counter and hand the pass over. He says to me "Did you even read this?" As if he was perturbed. I said "no". On the bottom of the pass states that you can only go into the gym between 8 AM and 9 PM. So he tells me that I can pay $10 for a one day pass or come back tomorrow. I told him I'll come back tomorrow.
First off, what's with this 8 AM to 9 PM time frame? This is so stupid. This is a 24 hour business is it not? So why restrict new potential members from joining outside those hours? Is it because you want to drill me with a salesman after I leave? Does not make sense whatsoever and very stupid. Second, I asked if I could look around the gym. The guy at the counter says that I can only stand next to a line. I thought "What the heck? Am I some kind of cattle?" So I don't see the line and walk down the gym and the guy stops me and tells me I have to go back.
By then I was pissed. That was enough for me to know that I won't along with my other family members will join this place. It was obvious to me this person doesn't have a clue how to do sales nor understand how to make potential clients feel welcomed. The other stupid thing? Never, did the person at the desk even attempt to show me around the gym. How dumb is that? There were two people at the counter at a very low member time. Obviously they were both idiots to not know how to do sales. If this is the way 24 Hour Fitness runs, I won't bother to deal with this place.
BEAVERTON, OREGON -- I've been a 24 Hour Fitness member in the Portland, Oregon area for about two years. When I first joined I noticed all clubs in my area were "Sport" clubs, referring to a specific level of service. I frequently used several locations in my area along our local light rail system. Over time, I've noticed that that managers at most of the clubs change often, some of the friendly maintenance staff who used to be around are more scarce, and equipment it falling into long-term disrepair.
To give you an example, emergency exit doors with issues will chirp several times a minutes. While you're lifting weights at 5 am this can be annoying. So I notified staff over a 3 month period and nothing was done, emergency exit door chirps away like it has for a while. Another example; broken equipment stays broken for a long time. Cardio equipment is often down for 1-2 weeks. Audio and TV features of cardio equipment is broken then never repaired even after multiple written complaints handed to club managers in person. Inevitably, I purchased my renewal pre-paid membership understanding that equipment breaks, and needs to be down for repair.
Unfortunately the standard of repair is the bare minimum -- if it's unsafe, it's either removed or fixed. Several of the clubs on my area are falling into disrepair. Mall 205 frequently has broken plumbing, Hollywood has broken plumbing and chronically broken equipment, dirty conditions, and staff who are arrogant. When complaining about a drinking fountain that was broken for 6+ months I told them they could have replaced it several times.
The new strategy is to upgrade clubs to "super sport" level clubs, this involves renovations and additions of square footage. Then the customers get to pay more for access to the same facility with the same issues. While this does involve some new equipment, if they maintain it the same way the problems will be the same. I plan to leave 24 Hour Fitness as soon as my prepaid membership ends and head on over to LA fitness. Don't play their games -- the customer only matters when they are about to pay, after that, the customer is irrelevant.
ARNOLD, MISSOURI -- Recently checking my bank statement and I know these that I have 2 different withdraw from my accounts. My girlfriend is under my account. The only charge withdraw should only be her account because I paid a lifetime membership of 40 dollars per year. Sat down and talk to them and they have no clue where that came from. They told me that they give it to the gym manager to investigate and contact me later. The next day they called me back and said they found out that I have another member that was active, and that amount came from it.
That member was my girlfriend sister. We sign her up and she only work out there for a few week, then she decided not to go anymore so I ended up cancelling her account. It been over 2 years since I cancel the account and now they told me it was still active. I told them that impossible n doesn't make any sense. Why ** would I paid 34.98 a month for a person that doesn't go there.
I told them that I came in n talk to one of the enrollment employee to cancel my account They told me they don't have any record of my cancellation. Then they told me that they can cancel it now n give me a 2 month refund. I said well that y 24hr fitness being sue a lot. I am so piss off. I would ** cancel my account if I don't have the lifetime membership. Now am gone to look at my bank statements monthly. If it happening again I'm going to cussing the ** out of them.
So I never received my bill from 24 hr fitness and they terminated my account because failure to make my annual payment of 50 bucks for my lifetime membership. I paid about $800 up front for that membership because I love to stay fit, and the guy working there convinced me that it was a great deal. Next thing I know I left the country and left someone in charge to keep up the annual payments. By the time I get back, I come to the understanding that no bills were ever sent to my address, thus the bills were not paid. So I call asking about my membership, and find out it had been terminated!!
So I explained myself and told them it is not my fault if I never received the bill in the first place, and then I offered to pay off the owed amount to reactivate the account. That didn't work either... they told me, I should apply for a new membership after pocketing $800 of mine for having a membership with them for only 3 years! Are you kidding me?! This is how they get you with these deals, they look for any reason to terminate your membership after you have already paid for the large upfront fee.
Horrible dump this is, just horrible. They made no attempts to even keep me as a member nor come to a solution that I would be willing to meet halfway. Customer service??? I don't think that department exist in this company!!
I was training with a friend of mine at 24 hr fitness, who happens to work at one of the different clubs as a class teacher, but because I decided to train with her instead of paying for someone in the club to train me, she ended up being fired. The place I went to regularly were pissed that I didn't sign up with them, so they filed a complaint against us, and we were told that we were not allowed to work-out together any longer.
It didn't matter that we met at a gymnastics where our kids went, or that we would meet up out of the club for our kids to play together, or that we are good close friends. All that mattered to them was that I didn't sign up with them, and so when I quit, they accused her of being the reason I ended my membership. It didn't matter that one of the managers at the club accused me that I was lying about paying my bill when their own computers screwed up my account, which took 2 months to fix.
The only good thing about the club I was at was the Kid's Club. It was the only reason I was staying, but when the management says you're not allowed to work out with your friends, then punish them when you leave, it's one of worst treatments I've ever had at a health club.
CALIFORNIA -- The employees at the Member Service department at 18004326348 have NO customer service skills at all. They do not understand English, very rude, do not listen, do not give time for customers to explain the situation and refused to get their supervisor on the phone as requested by the customer.
My family of six that I pay $189.00 a month for have been members of 24hr fitness for five years now. We just moved here in California within the last three months and been trying to change our address and billing methods since but it seems like NO ONE from the member service department could do RIGHT. It is now 2012 and they still have all our OLD info. Today was my fifth call and because of their POOR customer service, my family and I are cancelling our memberships!!!
LAS VEGAS, NEVADA -- I went to 24 Hour Fitness today and have not been in several months, to my surprise I was told the card is no longer necessary, due to the new system. They ask me to enter a 10 digit code like my telephone number and then ask me to have my index finger scanned in their system. I ask why they needed a scan of my finger, I refused to do so and did not give my number. I was told I had to bring two forms of ID with my picture in order to enter the club.
This is such an evasion of privacy and can't believe they are allowed to get away with this policy. I hope someone brings a lawsuit against them and I hope to be part of a class action suit. My membership is up in Oct of 2011 and I will not re-join.
SAN DIEGO, CALIFORNIA -- I had been a member of this club for about 8 years. I came in today to request a refund of my pre-paid Kid's Club childcare. The unused portion remained as my kids had outgrown it, and amounted to about $35. The manager said they don't issue refunds, period. Nevermind they didn't provide the services I paid for. They're keeping my money. That's their company policy.
In November 2010, I requested and received a 3 month hold on my membership when I knew I would not be using it. The corporate customer service told me it would automatically reactivate in 90 days. On this same visit to ask about the childcare fees, they told me my membership is now permanently canceled at the 90 day mark when they tried to reach me using an old phone number and didn't have a current credit card number to bill. If I want to re-join the gym, the monthly fees are now 75% more than my original membership rate. The manager would not make an exception. The kicker from the manager, "Can I help you with anything else?"
This is a club that was never very good. The bathroom is moldy, shower tiles and towel hooks missing, no paper towels provided. The TV's in the gym are locked to channel changing, the background music doesn't suit the age group of the members, the air conditioning and fans only sometimes work, the personal trainers and those in charge of guest membership push their services by shaming you. The main front desk girl is condescending and uncaring. And any complaints to the local or corporate office about any of this have no effect. If you're looking for a good gym, understand that the policies of 24 Hour Fitness take precedence over pleasing their customers.