24 Hour Fitness Reviews

After holding for almost 10 minutes, the same woman came back on the line and told me that she was sorry, but she was not authorized to process my cancellation request and that if I could call back tomorrow, someone could help me. I told her that I had been on hold for almost 30 minutes now and that I would like to talk to someone tonight, while they were still open. So she then said (in a rude voice) that she'd only had me on hold for just over 7-8 minutes, but to hold a moment and she would transfer me. I asked her if she was going to transfer me to someone who was authorized to process my request and she said yes.

So after another 6-7 minutes on hold, the same woman picked up and told me that no one was available to take my call. She gave me a direct number so I could call the cancellation dept in the morning. She gave me the same phone number that I had called for member services in the first place! I asked her why she kept putting me on hold when she could've told me all of that information from the beginning and that the number she gave me was not a direct number as she had said. She became quite flustered and said that she was trying to find the agent she had in mind who could take my call, but that he/she was not available. I asked her if she was telling me that there was only one person who could process my request. She responded and said that no, there were other agents who could help, but that they were all on the line with other callers.

So at this point, I asked to talk to a manager. After explaining that she really was trying to assist me, she then said that all of her managers were also on the lines with other callers. She asked me to call back in the morning. I said no and asked that I be put on hold for her manager. After about 5 more minutes, her manager picked up and was able to help me. I explained to him why I was frustrated. He apologized and was able to help process my cancellation, but after all was said and done, I spent nearly an hour on the phone trying to cancel.

I am very displeased with their customer service! My brother's girlfriend used to work for 24 Hour Fitness and she said that they are trained to do exactly what I just experienced. My brother warned me before I called, but I honestly did not believe him. However, after what I've just experienced, I believe that they do train their agents to delay the call process in hopes of exasperating their callers - all with the intent to delay the cancellation and get more monthly dues! This is unfair and a very dishonorable way to do business, in my opinion. I will not recommend 24 Hour Fitness to any of my friends or family members!

The next time I went in, he harassed me again, I asked him for the # to corporate. Next day, I got a phone call from the 'general manager,’ Buddy, who told me I have to pay to upgrade because his club doesn't count for the grandfather clause. Buddy also said he got backup from the District Manager. I don't know how he got my number - I never gave him permission to call me! I called corporate’s # and they said I have to upgrade now and just to pay the fee. I told them I wanted to speak to the regional manager and they told me I couldn't, even though I asked them why I was not able to exercise the grandfather clause upgrade.

When I asked what does it cost to upgrade, to be able to access this 1 gym, I was told $25 more a month (by a rude salesperson named Michelle). After reading that there are sometimes lower costs online through a blog, I called Customer Service and spoke with a Cherneko, who told me the upgrade would cost me $45.99 more a month! When I asked why his rate was different from the one at the location, he simply replied with, "Why are you calling us if you already got a quote from them?"

I have been given 3 rude customer service people and every time I ask the question, the rate increases. Was this fair business? You can rest assured that I, too, will be filing a complaint with the Better Business Bureau and the District Attorney's office!

There was no mention of my membership excluding "Super Sports," and now my husband can't even use the membership. I was told that I needed to speak to the manager of the Bellevue location & he proceeded to tell me that there was nothing he could do to help me & that he would use the experience as a "training tool" for his membership employees. He quoted me another $10/month per person to upgrade & I told him that online it was only $6/month. He looked it up and confirmed that. I am also paying $6.99/month per person that they were advertising online for the membership that doesn't include Super Sport clubs. They lied about the membership in the beginning & quoted me higher prices than they were advertising online.

This is horrible customer service - I have since cancelled my husband's membership, but I was told that I would still have to pay another month's dues for him. I got hold of customer service & they agreed to credit me one month's dues for my trouble. If the manager had offered me the same thing, I would have been slightly more satisfied. I will continue to tell everyone I know that 24-hour Fitness is dishonest & provides horrible customer service. I cancelled a $50/month membership that I cannot re-join for this low price. I would have to pay roughly $95/month to use 24-hour Fitness.

When I called the Lancaster gym, they told me that it had been canceled on January. I never received anything and they never updated my change of address. The managers in the Lancaster gym have been so rude and the district manager never returned my calls. They said this was my fault. They also said that I need to pay for a new membership. It's now May of 2009. Oh, I also enrolled my husband, stepson and daughter, 3 new members and I get treated like this? It's time for a class action suit.

I told her that I had to work a long day so I could not get there on that day so, "Was there anyone else?" She said, "No, he was the only one." So I asked, "What should I do?" She said that he would be in on Saturday. I said, "My time is almost up." She said that he could handle it on Saturday. Since she worked there, I took her word on it. So I went there on Saturday to talk to the manager and as you can expect what he said, it was obvious the person I spoke to on Wed., of course, did not tell the manager. So I'm out of luck on my refund.

The funny thing is, I only had my membership for 7 days and I told the manager I was canceling my membership because there were too many people at the time I wish to use the gym, but he said that I could cancel my membership but I had two more months of a gym that I couldn't use. This is really a great way to promote a business.

Why do the other white folks play with their kids under 12 years old in the facility? A rude employee such as James ** shouldn't be working with your company with a great expectation of customer service. My son loves to play basketball and by taking his privilege away means a lot to me as a parent. I am hoping that James **'s kids wouldn't be treated as we were treated badly today. I feel that I would enroll to other fitness center where we will be treated fairly because of our skin. Does 24 Hour Fitness prefer white folks over Asians?

So this year, I pursued it and called first on 3/9 (realize now, they outsource their calls to another country if people in Carlsbad are busy) and this agent said my account was cancelled and I, of course, said, "Who cancelled it? I sure didn't and I was still early for making payment for year." She then kept me on hold forever and did a whole new contract or something over the phone and never did address my issue over billing nor did she tell me when she asked for a credit card no. whether I had to go in and pay for my account or she would take care of it. She did not seem to understand what I was asking and only focused on this cancellation as if that is why I was calling. I asked for a higher up to call me.

On 3/13, there was no phone call, so I called again, a new person who again thought I was calling about the cancellation but said I was okay and there were no problems there. I explained my whole issue about billing and not getting a phone call from higher up. She said she would have someone call. I sent an email this time and got a response. And again this gal, Sheri Ann, totally did not read my detailed letter stating my concern and she replied that my account was active and fine as if it was about the cancellation error which I was told was their mistake by the way.

I called on 3/19 again, this time sounded more hopeful as she said she would give the message to senior management. I sent another email the following Monday and was told it would be given to the district manager. I waited again a few days; there were no phone calls. I emailed a 3rd time on 3/30 and have made phone calls to the Orange, CA Club twice and they can't seem to give me a name of anyone higher up. They know nothing really either. I have not gotten a response yet on this 3rd email and I cannot seem to locate the headquarters office information to send a formal complaint in writing. They know that with the low payments I make for my membership, that they have me stuck because I do use it and like it but I think this is the worst customer service ever and think as others do that as a long time customer, they should at least make a phone call to me.

I did find out from club manager or employee there on the last call that my request to try to combine my billing for both Active and Sport cannot be done apparently or a new contract would have to be written up so at least that answers something. But I want someone higher up to care about how their customer service is horrid.

But my guess is they decided to get rid of the people in the cheap seats and the only way to do it was to say it's not the same club anymore so the rules under which we sold you this membership no longer apply. I have no intention of paying more money, mainly because I won't reward that kind of dishonesty or this caste system of gym facilities within the same company. However, more practically, I also won't do it because I don't go often enough to justify paying more than I do. Nevertheless, I'd like to see them get as much bad publicity over this as possible because it's a deceitful and sleazy business practice that should be exposed.

Fortunately, I live closer to the Alderwood Club, a plain old sport club which I believe will remain as such, at least for a time. However, I can see that the corporate plan seems to be to continue opening clubs with the designation super (or ultra). I anticipate a time where I will have to chose between being shut out or allowing them to pick my pocket. I'm on a fixed income. What can I say?

Also when memberships were signed up for the new facility there was no mention of a new higher rate. This is false advertising and bait and switch. It is very wrong.

This would represent a major increase in my rate. The Contra Costa district attorney is looking into this so no contact is necessary. Just want this problem to be public knowledge.

I called 9-1-1 immediately and reported this incident. This theft looks organized and well planned. I have also a suspicion that the crime couldn't have been completed so flawlessly without the assistance of a 24Hr staff. Breaking the lock, stealing the bag and leaving the 24Hr center without a trace in a crowded public place seems astounding to me.

The car is worth $45,000 if you buy brand new. The fair market value of the car is about $20,000

I was outraged (and still am). I specifically joined to use this new gym not the one that is 15 miles from my home. I asked all the right questions and got the answers I needed, all the info was crystal clear when I singed up w/ Chris. He told me I'd love the new gym and would have a killer work out with all the new equipment and facillities. Well after checking around there were many others in my same situation, surprisingly even a coworker of mine got the same. I'm currently filling complaints w/ the BBB and the Attn. Gen. in my state. Hopefully they can put some heat on the misleading liars of what is 24 hr. fitness.

30 miles round trip drive vs. 3 mile round trip drive / plus gas $$ and time away from family.

There is nothing that is distinguishable about this Super Club from the other clubs other than the name. I think it is attempt to force older members into more expensive memberships by phasing out the old clubs & old members by attrition. I sent emails made phone calls to the coporate office & was largely ignored until I contacted a local TV station to look into it for me.

Months went by without resolution. The station did air a story about the Moraga club closing & being replaced by a Super Sport Club & how members from the old club were denied access to the new club unless they upgraded thier memberships. Those members have brought thier case to the Contra Costa Distict Attorneys Office & is still pending.

After the airing of that story the TV station called me & told me they would no longer persue the case on my behalf. I thought it quite strange that they would drop the story so suddenly, until I saw a commercial for 24 hour fitness airing on the channel. It occured to me that 24 hour fitness represents major advertising revenue for the TV networks & the station did not want to jeopardize that relationship with bad press.

I work in Millbrae & have to drive San Mateo to a club I do currently have access to. However 24 hour fitness has opened another Super Sport club nearby in San Mateo. I think it's just a matter of time before they close the old San Mateo club & try to force those members to more expensive memberships to access the new Super Sport club.

The result is I have no place to work out as perscribed by my doctor

I have also used without any requirement to upgrade a 24 Hour Fitness club in Sacramento (off Highway 50 and Bradshaw) which in addition to the same exercise equipment/amenities as the Moraga club, has a steam room, racquetball courts, and swimming pool. To use the Moraga club I will have to pay an upgrade fee. The only thing I get for this upgrade fee is use of a new club, not any increase in available exercise amenities.

I have a multiple year contract with 24 Hour Fitness, and to upgrade to the end of the existing contract I was told the price would be $150. When I signed the multiple year contract I asked if my membership would be good at other 24 Hour Fitness facilities, and was told yes for club facilities offering the same services as the Oakland club.

While I was enrolling my other two children my oldest son happened to call me Auntie and following that the employee questioned my relationship to my children and parental rights. I was repeatedly questioned in front of my children about my relationship, which was upsetting to me. I said that I am their legal parent and I asked if I had to provide proof, the employee said yes. I had indicated to her that I enrolled my other child yesterday with no problems and did not have to show proof, furthermore, I have never been asked to show proof before from any of the gyms. I reiterated that I am the legal parent and they are legally my children.

Additionally, I told her that have witnessed other parents enrolling their children and they have not been asked for proof and that if such a policy exists it should be enforced for all parents. The employee enrolled my other two children after exposing the flaws in their so called policy.

Here are the facts based on my experience. I have never been asked before to provide proof that I am the parent of my children and have seen other parents enroll their children without documentation only verbal proof. After complaining to the club manager and filing a complaint with the cooperate office. I was told that I now have to carry proof with me to show that I am the legal parent; meanwhile no such demand has been made to any other parents as long as your child calls you mommy or daddy or looks like the parent. My children and I were insulted and my daughter was disturbed by the incident.

Furthermore, upon my return to pick up my children my oldest son, who has learning difficulties, was asked by some of the children if I was his mother he said shes my aunt,? before the incident he called me mommy when the other children questioned. When others questioned my relationship to my children then my children who witness this begin to question the relationship themselves. For any child with or without a disability the situation is complex and difficult to understand. I shouldnt be made to feel less of a parent needing to show proof of my parental rights nor do my children need a constant reminder that they are less my children because they were adopted.

I went up to the lady at the counter (Julie B.) that sold me the water and told her the bottle of water spilled on the floor and there was a big mess over near the machine I was on. I then requested if I could please get a replacement water since I had just purchased the water and had only taken a few sips out of it. Ms. Baker very rudely told me to wait, and although she wasn't assisting anyone else and there wasn't a line, she and another lady behind the counter did not move to clean up the water nor respond for a very long time. I repeated my question again and finally with much attitude she informed me she couldn't replace my water and the manager wasn't in. She didn't bother to offer a time to come back when the manager would be in either.

A guy finally came from the sales area and said he was the acting manager. His name was Josh G.. I told him what happened and that I had been a member of 24 Hour Fitness since 1984 when it was called Family Fitness on Roxbury and Pico in Beverly Hills. I proceeded to tell him that I was very displeased with the treatment from the lady at the front desk and her unprofessionalism. He was very helpful in at least writing down the name of the manager, Chris L., and told me he would be in on Monday. I thanked him for the information.

I told him that I was very displeased with the rude treatment. As a longstanding member, or even if I was a non-member, the lack of customer service that was displayed is ridiculous. My mother and I have been members for over 20 years. People that pay for these fitness memberships should be valued more than a $2 bottle of water!!

I also pointed out to him that if you went to a restaurant and your glass tipped over, the waitress would quickly clean up the mess and refill your glass. Should I expect less customer service from an establishment that I have been faithfully supporting for 20+ years? It saddens me to see the customer service training of this 24 Hour Fitness facility cares more about inventory, than satisfying their customers.

Since the incident I've made 6 attempts to report this to the club manager, Chris L. I left my number but he didn't even bother to return my call. I also was given the run around trying to find someone who handles complaints for 24 Hour Fitness corporate. The first # 1-800, said their policy is that they are not allowed to give out names of department heads. They gave me another number, 1-866-, which I found out was a call center in Panama. She couldn't assist me either. I finally spoke with Rochelle from the first number, 1-800- and her attitude over the phone was very irritated as if she didn't have time to handle such trivial matters. WHAT HAPPENED TO GOOD OLD FASHION CUSTOMERS ARE FIRST PRINCIPLES?

In order to use the Mountain View facilitiy I will need to pay an additional 80 dollars for a one time upgrade and then pay an additional 25 dollars a monthy. This is in addition to the lifetime membership fees. The company talks about lifetime membership and their paperwork says prepaid membership.