24 Hour Fitness Customer Service Complaints - page 2

July 22,15 Elder Abuse



I Asked A Representive To Please Lower The Music. She Smiled And Laughed. I Asked Her To See The Noise Level Where An Amplifier Was Over The Stationary Bikes.

She Said To Talk To The Manager And Left. I Went Upstairs And Exercised, The Music Was Extremely Loud And After 30 Min. I Began To Develop A Headache. Upon

Leaving I Spoke With

Andrea Hauke,a Manager, She Said To Wear Head Phones Or Ear Plugs. I Am Wearing Ear Plugs, I Said. She Said, That If I Complain The Corporate Office Will Just Send Her An E Mail. I Noticed Another Customer Complaining Yet Nothing Was Done. I Have Been A Member For Many Years And Have Never Complained. The Purpose Of The Gym Is To Help Members Stay Fit Not Make Them Ill.

I hope somebody can advise how best to go around this problem in the club located at 336 N Sunrise Ave, Roseville, CA 95661. For the last two month, maybe because of the management changes during evening shift, they switched ambiance music to broadcasting rap radio stations at all times. A lot of songs contain profanity and overtly vulgar, degrading depictions of women theme broadcasting non-stop. Even some rap songs may not contain profanity, the overall gangsta-type "philosophical" pearls of the lyrics does not extend the educational level of mentally demented 12 years old. I definitely do not come to club after work to listen to that. Also I tried to use headphones not to hear all that, they lately have ambiance music too laud, so it is almost impossible not to hear it. I know that several members try to talk to shift managers about that problem, but nothing was done, in contrary, seems like they switch to rap only stations for the last month. I wonder, if this practices even lawful in California? 24 Hour Fitness is a public place with members of all genders and ages including kids starting 12 years old of age (I believe younger children in Kids Club are also listening to those rhymes), so broadcasting songs containing profanity, and mostly extreme controversial messages regarding women maybe against the law. In anyway, I would prefer that matter solved somehow without involving legal complains, but I was not able to find and contact information for 24 Hour Fitness corporate office, and seems like there is no point to complain to shift management as they created the situation at first place and did not respond to other members complains.
I know couple other members who had to switch club of attendance because of that, and at least one person, my co-worker, who I invited, decided not to sign up because of that, and I also think to change the club, but hope corporate management can do something to prevent shift managers to transform the fitness club into their private rap night club during evening shifts.

Ripped Off!!!! After being a member for over 12 years I was ripped off today. I never received my annual bill and when I went in they told me it is no longer a 3 month grace period. It was due on the 31 of May. Less then a month. TERMINATED! !!! But they will renew my membership at over 15 times the amount. Whatever. That is the new plan for 24 hour fitness.... Get rid of the old members with great rates so we can bring them back in at a higher rate. When I called the customer service number I could not believe how rude I was treated. It is not about customer service or the customer anymore. It is a con game. Get you to sign, get you to pay and then wait for you to make a mistake so they can do it to you again.

I have called 3 times now and get put on hold for 15-20 minutes...cannot reach anyone. I have also emailed with my problem and do not receive a reply. How do I solve my problem ?

I called this afternoon at 2:30 pm to inquire if the pool heather at the downtown pasadena california club has been fixed. A pleasant male answered the phone told me "I don't know, I think it is but I just got here, call us back in 30 minutes", I was surprised by his answer, I asked if he could ask one of his co-workers, so that I don't have to call back again, to which his response was "they are on a lunch break and I cannot ask them when they are at lunch". I was taken aback by that answer and said "wow, really? to which he responded 'thank you very much and the conversation was finished. I think we have all been very patient waiting for the pool to be back to working order. It all started on January 10, 2015 when the pool was supposed to get refurbished, it got delayed until the middle of March after which the pool heather went out. We waited days for a part to arrive after approval from corporate and now I can't get a simple answer if the pool heather is back in working order. The only way for me to find out if it is working is by calling or coming in and check for myself. To be told to call back in 30 minutes is disappointing and poor service to say the least.

Wow, This Has Been The Worst Customer Service Experience Ever!!!!! I Hope Your C.e.o. Elizabeth Blair Reads This And Investigates Her Customer Service Employees, The Customer Lack Of Service Calls Started On Thursday April 2nd 2015 And Has Continued Today April 9th, 2015. I Truly Hope You Have Recordings Of The Conversations And Can See They Lied To Me, Hung Up, Transferred Me To Other People Who Were Extremely Rude!!!! I Was Told To Fax In Documentation That My Identity Was Comprimised And My Credit & Debit Cards Had Fraudulent Activity/charges On Them. Therefore They Had Been Cancelled To Protect Me By My Bank! I Did Not Visit The Gym At All Do To Major Surgery Around This Time As Well, A Customer Service Agent Told Me After Disconnecting Me On April 2nd That 24hr Fitness Billing Dept Would Wave Any And All Back Fees (4 Months) As A Courtesy If I Could Please Fax In Information From My Bankn Showing Fraud. After A Few Hours At The Bank I Was Given Documentation And Faxed It To The Number Given To Me On April 8th 2015. I Called Today April 9th To Confirm They Received My Bank Info. The First Lady I Spoke With In Membership Hung Up On Me Brittany, I Called Back And Spoke With Anne And She Passed Me On To Tatianna? All Super Rude And Argumentitive Basically Calling Me A Liar. I Asked Them If The Conversations Were Recorded To Check Because Your Customer Service Agfent Made A Verbal Agreement On The Phone With Me On April 2nd! I Would Never Have Gone Through All This Trouble And Agrivation If I Wasn't Told To Do So And The Fees Would Be Waved As A Courtesy For Everything I Have Been Through!!!!! Seriously The Reps Got Worse And I Called And Spoke With Aaron And He Had Brittany Call Back Agin The Rudest Most Disrespectful 24hr Customer Service Representative Ever!!!! She Was So Incredibly Rude All Of Your Reps I Dealt With Should Be Fired!!!! Brittany Proceeded To Tell Me With Poor English That My Membership Is Now Cancelled????
I Am Blown Away Of How Much Aggravation I Have Been Put Through And The Loss Of Time Dealing With All Of This After A Verbal Contarct/agreement By Your Representative!
I Will Abe Following Up With Letters And Media If This Is Not Resolved Properly And I Don't Have These Fees Waived As Well As An Apoplogy For This Rude Disrespectful Treatment!
Pj

April 8, 2015


I joined 24 Hour Fitness at the San Juan Capistrano (SJC) facility in January, 2015. In particular, I wanted to make sure I could use any 24 Hour Fitness Facility, especially the one in Redlands, CA as I am in that area often. I was sold a package at $29.99 for 18 months and was assured I had the program/contract that would allow use at all 24 Hour Fitness facilities, particularly the one in Redlands.

I primarily use the facility in SJC (old, dated, and in much need of an upgrade, which as I will explain is coming later) but did also use the facility in Redlands in January with no problem.

Yesterday, April 7, 2015, I was in the Redlands area (extended stay for 5 days through April 12) and went to the facility on Redlands Blvd. only to see a sign that they had moved to a Redlands facility in the Citrus Plaza area. So, I went to the new facility, entered my code, put my index finger on the apparatus and was told to see a receptionist. She explained that Redlands is now a “Super” club and I would have to upgrade at $10 per month to use that facility. I tried to explain that I was not told that and that is not what I bought but to no avail. The sales person then came over and in her sweet sing songy voice tried to appease me with phony small talk but in the end did nothing to resolve the situation. Now. After two days of talking to corporate people up the ladder as well as a few folks at the San Juan facility it is clear nothing is going to be done, because this hard sell untruthful sales approach is pushed by management as they are pressured to make sales at all costs without regard to integrity, customer service, or customer retention. Stockholders beware, these are signs of an unsustainable enterprise that is on the verge of failure.

This is further exacerbated by the fact that one sales person in SJC told me in August that SJC is being upgraded to a “super” club for free to its existing members, and after that time I can use any Super Club in their system at no extra monthly charge. What sense does this make? If I am going to be upgraded anyway in August for free and can then use Redlands, why not upgrade now, honor what I was told, and keep a happy customer?

I feel sorry for the employees of 24 Hour Fitness. They are trained like robots, spew verbiage that is straight from the corporate manual with phony “how are you’s,” etc., cannot make any decisions on their own, and must be terribly beat down and unhappy – how could they not be?

AVOID 24 HOUR FITNESS NO MATTER WHAT!!! DO NOT SIGN ANY CONTRACTS!!! THIS IS A HORRIBLE HORRIBLE COMPANY!!! INVE

My locker was open when I am working out in 24hr Frisco, Texas location even though I locked it. Someone steal my wallet, watch, keys, driver's license.

No action was taken from the 24hr fitness center.

I feel so nervous every time I work out in 24hr fitness center. It is not a good experience.

This is the worst 24hr fitness. you guys give 3 days free pass online so you can go check out the gym and then when you go there the stuff tell you that they cant refuse to let you in . They tell you you have to sign membership for the 3 days and then if you don't like it you can cancel. then when you want a cancel they tell you you have to come back in a person . when you come back and you have to cancel they give you phone number to call. It is a joke?????? I think the all stuff need to be retrain so they know what they talk about it. i would never go there never again and i would never recommend that gym any of my friends especially the location in Gilbert Arizona. I understand your stuff need to sell memberships but lie about stuff no i don't like that . Thats wrong!!!!!!!! and also when i want to talk to manager no chance. wrong wrong

I am a member since 2003 so this is VERY insulting n shocking to me n towards me...
I started working at Springdale n Warner in Huntington Beach , California anyway...
I was leaving the gym n the front desk person says...
Do u work here n can u sign back in

So I did...

He said"Someone saw u putting something in your bag so if u could take it out"

I rsplies...You can check my bag, I have Nothing 2 hide n ANYWAY I was over there cleaning up n putting everything back in order

He then said..Ok n some people don't know what is going
On...

Anyway. ..I was n still a little upset abt the whole situation because NEVER in my 30 some years of workinf out that EVER happened n I think he could have use a d
ifferent approach because what he said coild be consider slandering also
He said something about a concern citizens. ????

That NOZY person should mind their business n worry about their own self if they HAVE time 2 watch what I am
putting in my bag

Anyway. ..NOT sure how I feel about working out there anymore !!!!!

I have been complaining to customer service since July of last year (2014) about the Summerlin Super Sport, in Las Vegas:
Today is March 11, 2015 and still gettting NO WHERE, just a continued run around and round and round in circles never getting a response from corporate.



Many pieces of equipment are consistently broken and defective, that have NOT been fixed and remain defective and not fully functional. As a result of this ONGOING inconvenience, I have asked that the club give my wife and I both a 4 month membership extensions due to your company NOT honoring the contract you obligated yourself to . We are NOT getting the service and quality in our club that we go to most all the time in our home town area. I have spoken with customer service since October and before on the issues. I have spoken to Nate who was assistant manage back then, then the other manager, now Christopher and the defective anaerobic bicycles on the gyms main floor and treadmills.They do not get fixed and are still not operating correctly electronically. Tv on treadmills not working right, bicycles tv/audio boxes not working right on 6 bicycles now, some of the weight machines are not calibrated to the correct resistance, Sanitizers on the floor boxes empty most of the time , dirty conditions in the locker rooms as well. Since my wife and I have spent numerous hours with customer service getting NO WHERE in 6 sixs of pursuits and the issues remain defective, with new equipment constantly defective and multiple pieces, this is a direct breech of the contract and service agreement your club has promised us. I now know the equipment will not be fixed. So I am asking for an adjustment in our membership that has had far below quality and promised services provided.

I am asking for a 4 month extension on both my wife's and mine memberships effective ASAP .This is my last attempt to resolve this issue with internal affairs.

Thank you for any consideration you can give us in lieu of the facts of this matter.

Sincerely

Frank

I have sent 2 previous emails regarding the filthy condition of my gym in Annapolis MD. No one has ever contacted me and I have not noticed any improvements. I keep paying my dues and getting less. The run down condition is a common subject among members...

I Have Been A Member Of 24 Hours Fitness For Years... Left Falls Church Location Bc Whirpool Broke Too Often And Slow To Fix... Use Tysons Location And Same Thing But It Is Fixed After 2-3 Months. Now The Pool Shower Broke That It Only Has Hot Buring Water Since Dec 10th 2014. I And Many Members Have Reported And Complained But Until Today Jan 21 It Is Still Not Fixed... Come On People... Added To The Insult That Every Time Almost Daily I Asked And Reported To The Managers And Front Desk The Asnwer Is "we Are Working On It..." So Last Night I Told Them Do Not Insult My Intelligence By Giving Me That Damn Stupid Answer... I Will Call The Va Health Department To Report This Issue If It Is Not Fixed By This Friday And I Guarantee You It Will Be Shut Down... Or Someone Will Get Burned And Sue Your Club... Please Take Action Now Now Now.... It Is Long Overdue.. Over 6 Weeks To Fix A Shower Water Control Hot/cold???? Stop Cheating Your Members Services... Please

DO NOT TRAIN at the 24 HR FITNESS Mansfield, TX Location, I have been (Sexually talked nasty to by Master Trainer Jason Moon. He cannot control his sexual issues therefore this needs to be addressed. I am taking my complaint to corporate and speaking with an attorney, cause as we all know 24 hr Fitness will not do anything about it.

Going to work out at the Santa Monica 24-hour fitness has become very aggravating now! Besides being overcrowded and filthy and smelly, there are some rude people working there as well as some of the other members!! Yesterday at Adriana's TBK class at 7:30 p.m., a woman who by the way was late to the class, just got in front of me without even acknowledging me or asking if she could be in front of me, she actually crowded me, she was rude, tried to intimidate me, and she actually was harassing me during the class. I was there to work out and being the better person, I ignored her. She seemed to be on drugs or some kind of altering mood pill. I confronted here and she got behind me still crowding me and harassing me but Adriana ( maybe Adriana knows here!) she moved to another side. That was good that she did that because I was about to leave the class and complain to the manager. I go there to relieve stress and not to get in more stressful situations like this. I will still complain to the location manager tomorrow Thursday!!!!

On January 2, 2015, about 2pm CST, Karen L., a white female trainer at the 24 Hours Fitness Rice Village location called me the n-word. She wanted me to get off an elliptical because it was squeaking. Before telling me to get off, she tried to unplug the machine while I was on it. I did not get off, and she calls me the n-word.

Karen L. goes to get a white male trainer, Chris Y. He told me to get off the machine, but I told him "No, I am almost done in a few more minutes." Chris Y. then said to her, "You're right. He is one." I said one of what. He said, "What she called you earlier."

The trainers then started talking to their white clients on ellipticals two rows in front of me, and it turns out they were building a case against me built on lies. The trainers got the clients to agree that I fingered her. The male client took pictures of me, so I took pictures of him. I would later show the manager the picture of the white male client taking pictures of me.

I complained to the manager Brandon Lewandowski about the trainers' behavior. He refused to believe me, but thinks I fingered Karen and took pictures of other members. I said I did not finger Karen, but she called me the n-word for not getting off the machine, and that Chris suggested I was an n-word. Brandon claims to have done some investigating, which he did not do, and said about 5 members complained about me. That is not even possible, for there were not even 5 members in the area to observe or hear.

Brandon completed an incident report on me for fingering the trainer, making one of the clients scared, and taking pictures of the clients. I told him that the client took pictures of me and I showed him a picture of the white male client taking pictures of me, but Brandon did not complete an incident report on him. I asked Brandon why is he treating me differently. He said "You know why." To sum up, two white trainers called or suggested that I was an n-word, the trainers intimidated three white clients into lying about me, and the white male client was allowed to commit the same offense I was accused of (taking pictures) without any sanction or report.

Hello My name is Mrs Stevenson,
I have been a member and my family has been members for a very long time. We all use the stockton 24 off Benjamin Holt. Dr. There has been problems for a long time wih the pool area.. I just had a a hip replacment and used this pool for P.T. also the 50 or more people that used this pool 3 to 4 times a week for exersize and rehabilation. We have been very unhappy the pool temp is running 80 or less with the over above air condisioner on lowering the temp of the pool even more. we have gone from 50 + to less than 5 due to the temp. We go home!! This has been a problem for 5 weeks and nothing is beeing done. This is costing me and all other money to come to the pool and not be able to use it. Many of us are on fixed incomes . COULD YOU PLEASE SEE THAT SOME THINGS IS DONE TO CORRECT THIS PROBLEM . WE ALL WOULD APPCIATE IT .. THANK YOU FOR FROM YOU 50 + USERS IN THE POOL

We have been members for five years and overall quite satisfied. Our problem is with the citrus Heights gym. The members that attend the water aerobics classes feel they have exclusive use of the lap pool for as much as an hour to an hour and a half prior to the start of class. They get two people on each lane at the shallow end of the pool just to keep anyone from swimming laps. If someone does manage to beat them to a lane they take the lane markers down early to stop the swimmers. This practice is known around the other gyms at antelope an roseville members avoid going to citrus heights for this reason.

So Pissed Off With 24 Hour Fitness Customer Service!!!! Called To Update My Credit Card And Not Only Did They Take Out 2 Months For My Dues, They Did It Twice Causing My Account To Overdraw!!!!!
Customer Service Advices That It Can Take Up To 30 Days To Get That Money Refunded To Me!!!!
They Sure Are Quick To Take Money Out Of Your Account, But Not In Any Hurry To Get It Back To You After A Mistake That They Made!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Canceled my membership 12-4, today is 12-20, I still have not been reimbursed for my payment that was taken out 12-8. After a week of trying to speak w/ a manager over the phone and not getting 1 returned phone call I went in and was told a check was mailed to me on 12-4 because "they knew they wouldn't be able to stop my automatic payment". Like I said today is 12-20 and no check. Seems that the U.S. postal service works differently and slower 24 hour fitness than the rest of the world.

I recently asked the manager if he would give me a pass for my sister in law from out of state visiting for Christmas. She probably would only use the club 1-2 times and as she is 70 would only use the treadmill at most. I drive her around as she won't have a car. I've been a member for the past 20 years and have been coming 3-4 times a week consistently. I've seen many managers come and go. After him lecturing and letting me know he was the manager and this would bea one time thing and he didn't care if I had been there one month or 20 years he gavel a 3 day pass........ Too much work and don't need the lecturing. I didn't care for his attitude very unfriendly.

I 've had a memembership since 19 years of age, in fact the name then was Family Fitness. I have not been the happiest with the influx of management change, poorly informed fitness trainers because it has negatively impacted me in more than one way: Loss of money, hurt acilie tendonitis and heel spurs; due to not knowing how to properly train me, fly by night fitness certificate. I paid my membership as I always do ,but since I have no receipt proving this they have canceled my membership. The crazy thing is my husband paid after I paid not knowing and the bank kicked it back because the address change to where my bank sends the funds changed. No notice, I addressed this with the member services, team leader on the floor(Tawna) and she confirmed that the address in fact did changed, but it was my fault she said, because I should have called to get an address. I have been sending my membership fees to for a while to the same address. I don't quite understand why I should have to all of sudden call and ask for an address and why now do I have to pay 159. extra? Please call me to resolve this. Although the gym staff is not perfect, the treadmill and the bike are, and when that's broke I find another.
Sincerely in need of assistance,
G.Coston

Independence, MO facility - what a joke. TV's out 3 years now, equipment always broke and not fixed, dirty. Management - ha. Took remote from TV that was broke and wrapped in tape so no one can change TV. Remotes been broke for a bit but blamed members. Really!!!!! Last time i checked my dues p pays his salary. Laughing stock of a s-- hole of a gym. Don't join not worth it. Nothing works

To whom it may concern,
I have been a guest at your Burbank facility for over three years now.I left my last gym due to poor management and damaged equipment that never got fixed.The reason For this message is that on at lest 10 occasions in the last year there have been no towels available,for the last two weeks at least three of the T.V.s are not working,a couple of machines are missing adjustment knobs,the ceiling fan in the weight room is not on and it is filthy.And I am paying almost double what I was paying for my other gym,and this is unexceptable.
Sincerely,Scott Baxter I hope that you can resolve this issue.

OMG... I can't believe I just joined this place. I joined at the 24 Hour Fitness in Sherman Oaks, CA. The cycle room's AC has been broken for four weeks now. When I asked the instructor why it has not been fixed she said, "We are waiting for parts and who knows how long that is going to take. The manager asked me to tell the members that if it gets too hot, to step out of the room." What?!! Are you kidding me? Then, yesterday, two members got into it because one wanted the fan on the other didn't and the instructor didn't even intervene. One of the members left the room very upset... and the fans were never turned back on. This is ridiculous!!!