TEXAS -- Due to the covid-19 crisis and my weakened immune system, I called in today to ask for my account to be place on hold for 30 days after a conversation with my doctor. I was told that I had to bring my account up to date before I could do so. However, I explained to the customer service rep that my account is current and the billing cycle was to start over today and they automatically draft from my account. If I am asking for my account o be put on hold until I can get clearance to go back why should I have to pay for a month of membership that is being placed on hold? All she did was keep repeating the same script every time I asked a question.
After seeing that I wasn't getting anywhere (with what seemed to be a robot on the line) I asked to speak to someone else and was never transferred like I asked. About 10 frustrating minutes later I finally decided that I no longer even wanted to be a member of the gym because they are just all about getting the money so I asked to just have the membership canceled and was still read the same script. I told her then that I paid for the 1st and last month dues when I signed up so they had already recieved their last month's payment and they no longer had permission to draft from my account.
Still hearing the same script being repeated to me again I asked to speak to a human and all of a sudden the rep feels like I am being disrespectful and still refused to transfer me to someone else after asking several more times. I chose 24hr fitness because it was convenient to my location but was by no means the cheapest membership around. If I am not using the facility, I've already paid first and last months dues and I'm telling you to cancel my membership (last month paid for and I still won't be using the facility due to coronavirus pandemic) then I'm paid up for this month already! Drafting from my account (which goes from the 10th of the month to the 11th of the next month for service) is in my mind stealing from members!
Just cancel my membership and I can join another gym elsewhere that won't care more about fattening their pockets and more about the actual health and safety of the members themselves. I just do not want anything else to do with a company that sees nothing wrong with getting over on people during such a stressful time in this world.
LOS ANGELES, CALIFORNIA -- 24 hours Fitness auto payment still going on even though the clubs are closed for an unknown amount of time. No one is answering their phones to cancel the membership and you don't have an option to cancel online. You can't even email them. I think this is fraudulent and unethical, don't you think? Banks are hardly answering their phones either(I was on hold for 2 hours) to be able to dispute fraudulent charges!!!! This is my experience so far. This is starting to become quite scary. I never liked this auto payment system anyway. Live and learn! PLEASE SHARE WE HAVE TO FIX THIS!!!!
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.
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.
LOS ANGELES, CALIFORNIA -- I cancelled my membership and was still being charged after. I even called to verify that I was canceled... They said yes I was cancel but I was still being Charged. I had them re-credit the money back to my account however they said it would be almost a week. My customer service representative never apologized or made me feel certain about the situation. I don't appreciate any business saying that they are canceling my membership and still charging me!!!! To me that is a scam and sneaky business.
SAN DIEGO, CALIFORNIA -- I signed up, total was going to be $80 and put a down payment of $40. They told me that the rest of the money would be due 2 weeks from the signing up date. I canceled after a week and before I canceled, I asked many times if the gym would make any charges to the account since it was not my card and they said no unless I decide to start the membership again (meaning I would have to go in, type my pin number, cell number and scan my index finger).
Never did they told me about a 5 day refundable day cancellation or being charged the rest of the money after 2 weeks even if I decided to cancel. Now they keep calling me about the money and I do not wish to pay $40 of a service I did not receive. I restrained the gym form making any further transactions but will this get me in trouble later on? I hate 24 hr fitness they should have been clear with me in the first place. DO NOT RECOMMEND IT.
(By the way I never argued about getting my down payment back, my argument with them was about trying to be charged of a 40 dollar service I did not receive or told me they were going to make charges for. If they would have simply told me the week that I canceled my membership they had to forcefully make that payment, I would have stayed until the end of the month make my money worth it but they told me that no charges were going to be made and now they're trying to get the rest of the money 2 months after I canceled).
RENO, NEVADA -- I was a member for 20+ years. When about to give birth to my child, I attempted to cancel my membership. Well, it was never canceled as promised. Gym continued to submit monthly dues to my bank account with $0 balance. I incurred major insufficient funds fees. Gym continued to retry submissions 2-3 times per month.
I called again to cancel. Rep solicited me to remain a member and use personal training, etc. I declined 4+ times and demanded cancellation and bank fees paid and deposit (which I had to pay back in the 90's) returned to me. Was told someone would call me back in 3-5 business days. NO ONE ever called. Gym still continues to harass me to pay monthly dues to keep membership current via email. Bank has found gym completely responsible through investigation and proof that I submitted cancellation. I still have not received my $200+ deposit returned to me.
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.