I attempted to send a direct email through the local website (Reno, NV located in the NW) and keep getting an error message. So here it is...
To whom it may concern,
I recently joined your gym due to the location and conveniences for my needs. I joined the gym just yesterday, however I was taken back by how run down the facilities , equipment, and the lack of professional staff members.
To give you some insight; one front desk greeter appeared to be high and the other lacked interest in setting up a new account. The bathroom stall lock does't work. Equipment outdated, and floor bubbles throughout the main room. That's just a few of the things I noticed on day one.
My email to you is not to ask for anything directly in return for the disparity of quality offered, but for you to know that your gym has great potential. Your staff needs your guidance and investment in your product to be what it once was. I can only hope that you revisit your vision, company strategy, and improve the over all quality to your clients.
I realize this email may be coming across strongly and you are correct. I don't make it my business to impose my opinion on businesses operations, however as your customer and the current condition of your facilities I felt compelled to make you aware.
I wish you nothing but the best thorough your journey building and maintaining your business.
Unable to contact 24 hour fitness via the CONTACT US tab on your website.
I joined about a month ago; I attend both the Chino Hills facility as well as the Corona Club. I signed up at the Chino Hills facility, but mostly use the Corona facility.
When I signed up I was told by the manager, Sara, that the pool rules are 2 persons per lane. I did not find this rule outlined in your membership policies and club rules (http://www.24hourfitness.com/membership/member_policies/?cm_sp=Dynamic_SP-_-Member Services-_-Membership Policies).
I have no problem with this rule and have observed it. However, not all members are aware of this policy. On Saturday, at the Corona facility, I encountered all 3 pool lanes occupied, each by one single swimmer. I decided to join the female swimmer in the center lane. I approached, made eye-contact and told her I would share her lane. She looked at me as if I was crazy. Her husband, in the next lane, spoke to me and said: I know she wants her own lane, but I will be done in a few minutes and you can use mine.
I entered his lane and he seemed taken aback. I did not realize why. I began to swim. Another person entered his wife's lane and he stopped in his tracks ready to confront the person. At this point I realized that this couple either does not know the 2-person lane rule or that they expect special privileges. I told him, It's 2 people per lane.
He didn't even respond but began to talk with his wife in the next lane, in an obviously irritated and agitated way. This went on for about 10 minutes, at which time they decided to leave.
This experience made my pool use very uncomfortable. I have qualms returning. I could not find the 2 person lane rule in your membership policy.
Can you clarify what your rules for the pool use are? The rules need to be posted at the pool to avoid confrontations between members.
Furthermore, after reviewing your membership policies I found that other rules are frequently disregarded and I believe this is due to the lack of posted signs in the club about the rules. I understand that members should read the membership policies, but since the stated rules (what I was told by manager Sara about 2 person lane use, and the lack of this rule in your policies) diverge from the written rules, and few people bother to read these rules, to avoid conflicts between members the basic rules should be posted.
Basic rules in my opinion, as stated in the membership policies are: no street clothes or street shoes (I have seen this rule violated repeatedly, as well as seen someone barefoot using the gym). Weights are usually not restacked, despite the gentle reminders from overhead speakers that are not heard by most people wearing ear-buds. This is not the entirety of rules that go unobserved, but they are the most basic and frequently broken rules. I have brought this to the attention of your staff at the Corona club already on two occasions. The first time over one week ago, but your attendant just nodded and smiled.
The second time last Saturday, but the attendant just told me that there is no manager and to write down my name/phone number and someone would get back to me. No one has.
Please get back to me regarding my complaints and clarify the pool rules to me, I do not enjoy conflict with other members while trying to work out. Please post the basic rules that are ignored on a regular basis.
Abysmal customer service. I filed a complaint that has been mishandled twice. Beginning to think that it is on purpose. I have been treated very poorly by your customer support staff, even being hung up on. Why is it so difficult to get management to call me back?
Why don't all your clubs have WIFI? You even have an app that can't even be used in your clubs because NO WIFI. A lot of music apps require internet. In this day and age it seems that 24 Hour Fitness is behind the times and behind there competitors.
This is my recent complaint letter to 24hr Fitness on Market st, Castro, SF - i'm cancelling my membership as the lack of empathy and robotic manner.
Dear Kaylena Guinto:
This letter is to complain about a gross lack of communication and unprofessional customer service I recently received from your staff at the 24 Hour Fitness Castro location on April 20th this year.
I joined 24 Hour Fitness at this location on March 29, 2017, and despite having repeatedly advised the staff member who processed me up that I was primarily interested in taking classes - it was never explained that a token is required for class participation nor that these tokens cost a nominal fee. I have included a copy of the schedule and gym policy statement that I was given during sign-up which clearly does not mention this requirement. It also is worth mentioning that the very first cycle class I participated in did not enforce the token policy
Let me be clear - that such a policy exists does not bother me. What was really disappointing however was the manner in which I was ejected from what was the second class I attempted to join. Despite having explained my genuine surprise to your staff and yourself when first approached for a token, and being visibly upset after being told I had to leave, no courtesy was extended to allow me to participate in that instance. Let me remind you that rote enforcement of policy without compassion can and will create significant negative customer perceptions - I refer you to the recent United Airlines fiasco as an example.
I expected a much higher level of service from your company, and I am quite disappointed. Because of this experience I will not be renewing my membership, and will not be recommending 24 Hour Fitness to my family, friends or Sephora co-workers as I would prefer to spare them this sort of experience.
Couple things to write, because I haven't had time to get to this till now. First I belong to the Woodland Hills Village 24 hour Fitness. I love the club, but it's starting to slack in the niceness I signed up for.
#1 The FIRE DOORS by the stairways have had to be closed for weeks now, due to them not having the correct magnets for fire-code. These doors get gross when people have to open them constantly and they are ACCIDENT prone being that they are opened fast and in your face. They need to be cleaned #1 if they are going to be closed, they are sticky with sweaty hand prints....it's gross!
#2 The FOAM ROLLERS are down to a half broken roller. Not sure why people steal these and are not getting caught. They are huge and hard to get out of the facility. People don't seem to steal the weight balls. We really need more of them please. When the gym opened there was a rack filled with 15 of them or so. Please please please replace these, obviously many people use these.
#3 WE NEED BETTER YOGA CLASSES & MORE OFTEN. I try to go between 2 gyms, the West Hills and Woodland Hills. The classes are packed, obviously you need more.....and more consistency with teachers possibly? Can't be that hard to find good teachers. 8:30/9am classes would be good to get the day started, 10:30 is too late. David and Brandon are the best teachers I have taken so far.
I belong to the Mission Commons 24 Hour Fitness in Westminster Colorado. This location had been a Bally's gym that I belonged to for many years. 24 Hours took over this club with the promise of new equipment and a better functioning center.
For about two years now there's have been so many problems with the club. Some of these problems are a steam room that's maybe worked 1/5 of the time, showers that don't have hardly any pressure, showers that too many times had only cold water, showers that scald you when someone flushes a toilet (because 24 has never fixed the anti-scald valve), a whirlpool that only functions sporadically and filthy toiler steam room and changing area to name a few of the problems.
I tried to help the local management to figure out how to fix the problem and I've pointed the problems out many times to both the club managers and the 24 Hour corporate headquarters. Usually the corporate offices never bother to respond to my question and the local management (whom did respond always dealt with me well and offered apologies for things not working and promised they would be resolved soon.
Finally I messaged management that I was threw paying years for services that weren't provided and management instead of answering directly sent my request to my club's manager.
The local manager apologized, understood my complaint and promised to refund a half year of membership dues.
After waiting for the refund about 2 months I wrote the manager e mail again and this time I got a message back from headquarters denying my request and sighting the terms I signed up for.
Of course the only problem is the services included with the membership almost were never provided.
I can't imagine anyone being satisfied with 24 Hour Fitness
Trash is stationed right by the jacuzzi for tthe umpteent time at north fontana club 4/13 12:50 AM. They should take trash from the lockers directly to the dumpster. This might even be a health violation.
I just had the worst experience at the gym. I use the gym to work out, shower and if I need to charge my phone. On this visit I showered and plugged my phone up (mind you I'm not the only one who does this)and I left and forgot my phone. So when I realized i didn't have it. I retraced my steps and it was at the gym. It was behind the counter and the worker told me I couldn't plug my phone up anymore and that other clubs said the same thing (other clubs, sounds like y'all are gossiping about me, I thought)He then directs me to another worker who didn't even know where I actually plugged my phone up (he thought I left it plugged in up front where u enter)then he told me I couldn't plug my phone in and tried to sell it by saying it might get stolen. I KNOW THAT, I thought cause there are signs all over the locker room about that. Abvoiusly I'll take the chance my phone needs the juice. I pay for a sports membership for me and 2 of my children whom don't live with me and I'm paid up. Why did I get that treatment from these workers at this relatively new location? And why can others take the risk of their phone being stolen and charge their phone and not me. I pay to use the services as I see fit and I never bother anybody. I want a answer on why I had to feel like this today and I love 24hr fitness. PLEASE REPLY BACK
Mr Mark Smith, Owner/CEO, does 24th Fitness Club have a License as a health care? Reason being, 24th branch on Alemany, San Francisco is putting a lift chair for the handicap man. Majority of us who are using the Water Jacucy. A good number of people who are in good health are against this PLAN. What would happen when a handicap person feels he/she needs to urinate? Who take this person to the bathroom? I can almost guarantee you, that person will go on PEE in the Water Jacucy. Another thing too who would wash their Genitals before going to the water Jacuzzi. The it is now just talking inside the Sauna, most of them are thinking of leaving' the Club. People the the Club says that a lot of the clubs have this Lift. I have yet to find one. The size of water Jacuzzi in all the club I've been to are just about 5x5 feet square. With backlash coming from people, I would not be surprise some of these people will put this on Facebook and other medias. This would be a very bad news for your Club as a whole. Mr unanimous .
The Gyms are 5 star but the customer relations (especially from corporate) are a 1.
I would challenge 24's new CEO Frank Napolitano to use Listen 360 to get real customer feedback. It will be painful at first but he could really take 24 Hour Fitness' customer relations to a 5 star to match their facilities.
Santee 24 Hour Fitness
1400 to 1500
The manager was giving access to anyone off the street without a membership and without signing a form against injury or consent. And allowed people such as David "Faggot" Williams to sell his narcotics and prescription drugs on the gym floor. As well as, people selling and using steroids in the men's locker room and on the gym floor.
The Cypress, CA 24hr gym, was remodeled to making it a Super Sport. 7 New Speakers were placed in the GX Room; well for the last 2 months, only 1 of the 7 new Speakers work. The 1 speaker that does work, it keeps cracking and fading in and out. With all the money members are paying why can't something be done about this. We have tried to make our concerns heard at the Gym, but there is never a manager site Tues or Thurs evenings. The ladies facilities needs a little more attention, it seems to be out of toilet paper a lot.
It is a shame the way 24 Hour Fitness treats their customers. It is also a shame that they treat their customers this way and they are still the best gym around. So they will make money for investors. Imagine the money they could make investors if they treated their customers well. Imagine if the leading corporation in the fitness industry was committed to building long term, mutually beneficial relationships with their customers. Instead the leader of the industry has modernized their gyms but continues to operate archaically in the realm of customer relations.
I don't mind the $3 increase (although it is 10%). But at least maintain the equipment in a timely fashion. My home gym takes three months to fix a cable? There is currently a light that has been flickering and going out at the gym for over a month.......
I pay for the convenience and access of locations. I have been a customer for over 20 years, however I have zero loyalty to 24 Hour Fitness due to the way they do business.
It would serve 24 Hour Fitness to remember that it is cheaper to keep the customer you have then to find a new one.
I am a member and having problem with your Boulder, Colorado club. It has been over a year that I have been complaining about your handicap shower stall. First of all the space allocated to handicap shower is less than half of the regular shower stall. There is no room for Wheel chair, while your regular shower stall is large enough to accommodate a wheelchair.
Furthermore there are shower heads that are fix. There is one high and one below one's waist. The high shower head does not work most of the time. It works sometime. Once it is turned off in the middle of your shower, it can not be turned on. No water flows through.
We have brought up this problem and contact the management regarding the problem. Every time we complain. The response we get is "the corporate have to OK the parts & repair". Mind you this has been going on for over a year. I am not a handyman, but it is simple to fix. Just change the fix shower head with a flexible shower head.
Please also note that there are five large regular shower stalls and only one small Handicap stall that has no room to fit a wheelchair.
I'm appalled at how dirty the gym is I found throw up by the smith machine that's a health issue plus it shouldn't take weeks to fix machine the bikes are out dated if u want to run good business this is not the example 24 hr fitness on sunset blvd and have to pay 3.00 everyday u workout they don't tell u this when joining I want out of this contract now
24 Hour fitness = dirty gym. It's simply their business plan. Clean costs money and money is NOT what they want to invest. There are much cleaner/safer clubs for SURE - ANY Golds, Crunch, Anytime Fitness, ... you name it. 24 puts little effort in cleaning locker room floors never pressure washing blackened tile grouts for instance. Enough said.
You guys need Dino Espejo, he was the operations co-ordinator for Bally's in New York, all his gyms were clean and running efficiently given for what he had to work with, the members understood how much he cared and even participated in helping him improve the atmosphere in his locations! He was the man with the plan!
Sad, I received a notice in the mail stating they wanted to thank me for being a loyal member for over 10 yrs, so they will be increasing my dues, its not the money but the approach, just like they're gyms, thats why my family and I will be sad to say that we need to go to Planet Fitness because we can spend a 1/4 of the price for the same services and cleaner environment.
I belong to the 24hr in Escondido Calif. the gym is ran by the worst management that I ever seen, half of the equipment dose not work the way it's intended to do, and the ones that do work you can not fine them and if you do, there taken, they play the radio so load that even if your wearing a head set you can hear through them, and I have to keep on asking them to turn it down, I've ask them many times to turn it down, there reply was the commercials are always load but when the music starts it will quit down, NO IT DID NOT OR HAS IT EVER worked that way. These are not new employees, a lot of senors are at that gym and there anode at it, I found out that I can contact Scan Insurance who has a contract with 24 hrs. and see what they say about exposing that much noise to then.
Since you do not include your zip code, one could conclude that you do not want anyone to actually write to you? For the first four years I belonged to the Tanasbourne Super Fit on Waterhouse in Beaverton, Oregon, the women's locker room and showers were always clean, but since they changed from a real cleaning service two years ago to a simple office cleaning, the showers stink and continue to grow black mold. The only way it seems to get cleaned up is to complain multiple times, and really, who wants to do that when all you want to do is get your workout. The parking lot is strewn with trash and yesterday I had to pick up a half-empty beer can in the middle of a parking space so someone could park there. The staff and managers are well aware of the unsanitary and trashy conditions, but there is extremely little done about it.
If I could give a negative 20, I would. Get some work going for the sunnybrook location in clackamas. This place is fucking awful. I went in with the intent of using my 3 free days I signed up for, only for the guy to not to give me the free 3 days and instead talk me into a 12 month commitment. I went three days and I don't like it as my own home has everything they do. The guy didn't explain to me what everything was, and he didon't let me know that I had to cancel by 3 days in order to not be charged $500 fucking dollars to cancel with them after going 3 times and being with them for barely two fucking weeks. Their showers and changing rooms are fucking terrible and now I'm forced paying $45 a month for something I don't use or want. Don't go here. They waist your money. You could easily go to body renewal for $10 fucking dollars without being charged anything to cancel and they have the same fucking things. Waste of my time.
Your Bonita 24 Hour Fitness closes the doors for basketball because the roof leaks. Whenever it rains the roof leaks, why can they not fix the roof when we pay so much money a month to use the facilities. I don't see how you can say you are the largest fitness company in the world and cannot fix a leak in the roof. This has been going on for at least 3 months. What does it take to get a roof fixed? We play basketball on a constant basis at this 24 Hour after work and to find out when you walk in the gym, the basketball court has been closed due to a leaky roof once again. Can someone please fix the roof that is located on H Street in Chula Vista, CA so this problem can be solved.
The drop down box is asking to rate my experience with 24. Over the last 3 months because of the leak it is poor.
To whom it may concern;
Members would love a little attention at the Via Princessa Santa Clarita California fitness facility.
Basics like soap, toilet tissue, etc. seem to be non-existent and the thought of getting out of my car at night just to work out terrifies me since I was approached by several vagrants living around this facility.
You must please do better.
Sincere member since 2010
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