ROUND ROCK, TEXAS -- For all of you out there with memberships at 24hourFitness, beware. In 2008, 24hourFitness (in Round Rock) ran a promotion that if you prepaid 2 years at typical rate, you would receive 3rd year free, and then lock in a lifetime rate of $49 per year, so long as you paid yearly fee on time. Now, 24hourFitness is reneging on this agreement. My yearly rate has tripled this year. Many consumer protection websites are recording the complaints of angry 24hourFitness clients with this same promotional fee structure.
I contacted the 24hourFitness billing department - they were completely unhelpful and denied that anyone had locked in lifetime discounted rates. They claimed to right to change their fee structure at will. They refused to admit that there was a "spirit of good faith" in the contract. Those of you with promotional membership fee structures at 24hourFitness should review your contracts carefully. I will not be renewing my contract with this dishonest corporation.
ARIZONA -- Signed up for a membership in 1990, lifetime family membership in California. I continued to pay my dues each and every month regardless if I went or not. I moved to AZ Sept. 2014 and notified them of the move, went to their Gilbert facility. 24 Hour Fitness sold out to LA Fitness here in AZ and did not notify me. I try to go back to the gym after being on medical and found out that I cannot go so I called 24 Hour Fitness. Was told by the representative that my membership should have been transferred, went into LA Fitness and was told that was not true.
I was told that since my membership was bought in California that I was not eligible for the AZ transfer even though I had notified them that I live in Arizona. This transfer was 5 months ago while I was on medical, they continued to take the payments out of my account, not notifying me of the sell to LA Fitness and now they will not let me go to LA Fitness. I called 24 Hour Fitness once again, was again told that they did not transfer my lifetime membership to Arizona but I could still go in California. Why would I want to do that - what part of living in Arizona did they not understand?
They will only return this month's dues and cancelled my membership. I sent an email to their Corporate and one week later still have not heard from them. They are liars and cheats. Do not go to these people - after being a member for 27 years, they WILL NOT WORK WITH YOU! They should be sued for FRAUD.
HOUSTON, TEXAS -- I've had a membership with 24 hour membership for 10 years. On October 2015 my car driver side window was shattered and broken into. After that I no longer felt safe, and did not return to that gym. Called corporate office to complain. I was told that they would waive my membership fees for two months and that someone would call me regarding my complaint.
It's January 2016 and no one has the common courtesy to call with any concerns. No one cares about what happens on their property. No security. No cameras. We're on our own. It's very obvious that they were trying to shut me up by waiving two months fees. That doesn't even cover the expense of replacing my window and/or the cleanup of the mess.
This is my first review/complaint on a company. I am extremely disappointed and annoyed by their lack of customer service. This company have the worst customer service ever. I called on Friday, December 11th to cancel my membership. I spoke to a gentleman whom confirmed everything was fine. Never got the cancellation email and they charged me for the month of December. When I called to complain, guess what? They don't have a record of my call on that day.
Now that have the phone record on my phone, I need to bring it to a 24 Hour Fitness location so they can confirm I really called and only then I'll be refunded. Not only this guy didn't do his job but I have to go out my way to be refunded. It's ridiculous... It wasn't the first time I called for a matter and they didn't provide any service. If they want to keep customers around, they really need to reconsider how they treat their customers.
PAPILLION, NEBRASKA -- I was hired by 24 Hour Fitness to be the Membership Manager for the Tara Plaza location in Papillion, NE. At first I was overwhelmed by the information I was supposed to retain but figured it was a new job and it was just a step I had to overcome. Another few weeks past and I started picking up on the business but still found it to be difficult and not worth the amount of money I was being paid. I finally took a stand and quit when my job of selling memberships to customers, just became down right ridiculous. Part of their marketing scheme is giving out free passes to try to get people in the gym, and eventually signing those people up.
The problem with this was that there was so many different types of passes coming through the door from all different types of people, I couldn't sign anyone up. Everyone just wanted to use their pass. There was passes on the 24 Hour Fitness website you could download, there was passes we were handing out in the gym, there was passes the company was emailing to customers that we didn't even know about! At the same time, my boss was calling and emailing people to come in and get a free pass, and then not honoring this pass when the customers walked through the door.
We were also given the responsibility of trying to decide whether or not a person has been in the gym before with a pass, and if so charging them this time. I see over 200 different people a day walk through that door and I am supposed to remember? A whole other issue was deciding whether to charge an individual who walks through the door that isn't a member. There is no set guidelines as to who is supposed to be charged and who is supposed to be let in for free. It was basically my discretion as to who to charge and who not to. So obviously you can see this turned into an even bigger issue.
I was told by my boss to charge people even if they came in with a pass that he told them to come receive. How does that work? Made me look like a huge idiot. My recommendation to the company is to do away with the free passes for good. This will make the membership staff's job a TON easier. If you aren't a member of the gym then you have to pay simple as that. If you are here for the holidays, you pay a flat rate for the amount of time you will be using the gym. If you are coming for one day, you pay 15.00 dollars or buy a membership no questions asked.
If this business would just put their foot down and charge all of the holiday traffic that comes through the door instead of just letting them work out for free, I think they would make more money. At the end of the day people don't need gym memberships, they want them. 90% of my sales were to people who already had their mind made up before they walked through the door. So making a 100 calls and sending 100 emails a day isn't going to make someone buy a membership. All that is accomplishing is harassment. All in all, being the Membership Manager for 24 Hour Fitness was the worst, low paying, hardest and near impossible job I've ever experienced.
MESA, ARIZONA -- I went into this establishment with the intentions of signing a couple's membership. The employees seemed as if they were very confused as to what a gym membership even was or what it was that I meant. The first several minutes of our visit consisted of the guy at the front desk "uhh, hmmm and uhgg." I had an open timed appointment with ** that had been set up through a referral (something the employees claim is important to them). However when I first asked for **, the guy at the desk seemed further confused as if he did not know what or who ** was. He finally decided to go ask someone, after several more minutes of hmmm, uhhh and uhgg.
He returned to tell us that he "thought ** had gone to get food." We asked if it would be okay to work out while we waited on him to return, the guy then attempted to tell us they had a charge associated with that. I informed him that I was not signing a membership to gym that I had not had the chance to check out first; therefore I was not going to pay. He then had us fill out a form and asked for ID's. Further confusion ensued as he attempted to locate my name on my identification. He had a clever excuse "I see ID's from all over the place, all the place man."
We worked out and returned to the front desk about 40 minutes later and the same guy at the front desk looked at us with a dumbfounded look on his face when we asked for ** again. He responded that "** has gone home for the day." We reminded him that we were interested in signing up as the special they were running expired at midnight today. He looked at us for a few moments and started mumbling something and looking around like he had lost something. He walked around the front area a bit before returning to let us know "everyone's busy."
We informed him that we did not have a lot of time to continue to wait and asked if we could get something that stated we had come in and there was no-one to help us so that we could return tomorrow and still get the deal. He let us know that it should not be long and that he did not have anything like the form I was asking for. About fifteen minutes later the 'recruiter' came over and greeted us. Before we even made it to his desk, he had us both feeling very uncomfortable due to his attitude. Once at the desk we informed him that we (my boyfriend and I) wished to be on the same membership account.
His response was inappropriate and unprofessional; he kept chuckling and repeating "you want to be on the same account, both of you... on the same account?" After assuring him that "yes" we wanted the same account, he then collected our ID's and went about setting up the account. Once he had the information entered he turned the computer to display what he had accomplished. Again the intelligence of this crew shines on, he entered the wrong name on my membership card and when I pointed it out to him he used a familiar excuse; "I see a lot of ID's from all over the place, you will have to go to the front desk sometime and fix it."
After that statement I was feeling uneasy, but continued with the transaction anyway. I was given a dollar amount due today and offered two options; pay the entire amount due, or pay it in installments. I opted to make payment in full and produced the cash to cover the bill. Apparently cash is amusing to these people, because the 'recruiter' laughed in my face and scoffed "I need a credit card." There is no way on earth I would entrust an idiot that cannot read a state government issued identification card with having access to my credit or debit card information.
That was the last straw for us, we promptly got up from his desk and walked to the front desk area to ask for the managers contact information, as we walked away he chuckled again and said in a long drawn out voice "oh-kay." Before we could reach the front desk the "recruiter" was already at the desk talking about us to the guy that had helped us when we first arrived, the tone of the conversation was less than appropriate. When we stopped at the desk to ask for the manager's business card we were informed that the manager was not there and that he locked all his business cards up in his office.
So we asked them to write down his name and number on a piece of paper for us and he responded "you can get something to write it on if you have something." So I took out my phone and entered the phone number into my phone, but when I asked for the manager's name I was told "I do not know what his name is (shoulder shrugs and cocky attitude) I have only worked here since October." I would recommend that you run away from this place as fast as you can, that will give a better and more effective workout than you can ever get inside the club.
BEAVERTON, OREGON -- My friend gave me a one year premium membership at a Super Sport 24 Hour Fitness. She paid for the membership in full through her employer and later decided that she was unable to use it so she gave it to me. I was able to use the premium membership for only two months because I relocated for employment to a small town in Idaho. Unfortunately, there is not a 24 Hour Fitness in the vicinity of where I moved.
I called the manager at the Tanasbourne 24 Hour facility in Oregon and she basically said there was nothing they can do for me. The manager said it was because my membership was a gift and that my account shows a zero balance. My membership does not expire until March 2013! I asked the manager if I could place the account on hold or transfer it back to my friend who originally purchased it and she said they could not. I then asked if I had any other options available to save my 1 year membership and she simply said no.
I called the 24 Hour Fitness corporate offices and spoke with a customer service representative who also offered no solutions. I insisted that I speak with a supervisor or manager and the service representative placed a request for them to call me back. It has been 4 weeks (a wasted month) and I have not received a call back from any corporate personnel at 24 Hour Fitness. My phone number and my email have not been changed. If I call again I am worried that I will be put through the same routine with no results, but I will give it another attempt.
I do not recommend 24 Hour Fitness because that they do not care about their members at all. Obviously, they made money from my friend's upfront purchase and did not own up to their promise or responsibility. What a shame that 24 Hour Fitness has gotten away with this type of business transaction.
I have gone through their humiliating harassment EVERY SINGLE YEAR of my membership since it became 24 Hour Fitness. Many years ago when they called themselves Family Fitness, I signed a membership contract which included 5 other 'family' members at one flat rate of $96.00 a year. That was a great deal back then. Within a couple of years, they changed over to 24 Hour Fitness and my contract was 'grandfathered' in, so the terms stayed the same. But shortly thereafter, there were renewal issues EVERY SINGLE YEAR which require me to write, call, and speak to foreigners who don't understand what I'm saying, or play dumb.
Each year they bill me except that people are missing from my account. I'm guessing it's in hopes that I will give up the great deal I have and pay their newer expensive and elaborate prices for a new contract, or get so frustrated that I will just give up my membership deal with them altogether. Each year they come up with a new scheme or flat out say that they accidentally closed those memberships and then make me jump through hoops in order to reinstate them, even though they have my full payment in their bank.
This year they unilaterally cancelled all but myself and 1 family member. I asked what happened to the rest of my money that I paid last year, and they just said it will be applied to future payment for the 2 remaining memberships. You see, they are trying every trick in the book to complicate my renewal in order to make me give up, so that they can cancel this wonderful deal of a contract.
I have gone through the same 'games' with them every year, in spite of the fact they guarantee they have corrected the problem and insist that everything will be fine in the future. That's a lie! And they refuse to let me speak to their supervisor or give me any names or phone numbers to reach anyone other than their (Nonexistent) customer service. It is disgusting how they treat long loyal customers like dirt, apparently due to their greed. They leave you with no recourse or no options if you don't like their lack of service. There's no way to reach anyone else. What a sham 24 Hour Fitness has become.
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!!!