24 Hour Fitness — Attraction in Houston

Tonight, Friday July 25th, 2025 @ 6:58 pm I called this location to inquire on canceling my membership. A female answered the phone and I asked "how do I cancel my membership?" She had a bit of an accent and said are you asking for a membership? I said no. I'm asking how do I cancel my membership, she literally did not say another word to me and put the phone down. I said hello multiple times and you could hear noises in the background and she never came back to the phone. I waited on the line for over 3 minutes. She never came back so I hung up and called back. When I did no one answered the phone, even though they answered it 3 minutes prior. I called back seven times and no one answered the phone even though they're open and don't close until 8:00. I feel like it was purposely done to not give me the information on how to cancel my membership. This interaction solidified my choice and I will be calling the general manager on Monday to cancel my membership and join EOS who has a cleaner, gym and friendlier, more professional staff. I would NOT recommend this place! I will be canceling my membership!

Longtime member here. I have finally had enough of both a poor experience and poor customer service, that I will be canceling my membership! Not sure why this gym is marketed as a "super" sport club! It is dirty, poorly maintained and something is ALWAYS broken! I visited last week and sat in the sauna. As I got up to leave, I stepped down onto the first row from the second row and the entire bench slid out from under my foot. I caught myself from falling and crashing into the ground. A male in the sauna jumped up to help me. I instantly went to the front desk and let the employee (Brianna) know, and asked her if they were aware the bench was broken. She casually said yes. I told her I almost fell and hurt myself, and she asked if there wasn't a sign indicating it was broken. I stated no, but that they needed to put one up before someone hurt themselves. She stated they would. Cut to a week later, I returned to the gym and sauna, and guess what? The bench was still broken, and still no sign! A lawsuit waiting to happen. Clearly you don't care about the safety of your members. The final straw for me, is that I traveled to the gym at 6 am specifically to use the hot tub for muscle relaxation. I did my workout and then got into the hot tub. I noticed it was not getting hot at all-the water was freezing. I called the front desk from the hot tub and got Brianna again. She said she would go restart the pump or something. She never bothered to follow up with me or come back by and see if it was working. Instead, I sat in a freezing hot tub another 25-30 minutes before I got out and had to track her down sopping wet, where she acted like she couldn't be bothered. She dryly told me she restarted it and when I asked how long it took to heat up, because nothing had changed with the temperature, she shrugged and said she didn't know. In that time, about 5 other people stopped by to use the hot tub, but left after seeing how cold it was. One remarked they had this same issue the week before. I don't understand why when the employee opens the gym, equipment checks aren't done, like turning on the hot tub and ensuring it is in working condition, and if it isn't-put an out of order sign on it! Frustrating! I wish the employees would get off their phones behind the desk and do their jobs! If they have time to sit on the phones behind the desk (every time I see them), then they have time to come from behind the desk and clean the always filthy gym! I'm done! I can pay $10 a month instead of $42 and have a better experience at...

My son has been a member for about 9 months. Very disappointed with how staff here handled theft that took place in their locker room. My son, a MINOR, had his lock broke,and someone there took his airpods that he put in his back pack in his locked locker as he went to swim. I was NOT once called. They have no protocol, and when I called to ask what their protocol was with theft,reporting TO A MINORS PARENTS, the 24 hr employee, Alysa (sp) laughed. Per Alysa they ,at 24hr Fitness don't have to report anything to no one, especially for "airpods" and she hung up on me. I called back using a different phone since she hung up on me. Alysa answered and as I asked her for her name several times, she flat out said she didn't have to give her name and also refused to give her co-workers name, Mike, that my son had reported the incident to. The only way I was able to get their names was by me going to the gym and awaiting the police to file a report as the airpods have tracking. While I was in the parking lot, Mike was coming out and was at this point pleading for my son's name. At this point, I guess Mike figured out that this was escalating and I was not going to just let it go. I guess Mike at that point figured out he needed to go ahead and do a report. I had told him I would be up there the next morning to speak with management on how bad the customer service was.So in exchange for my son's name so that Mike could do his report, I asked him to tell me the girl name that had been so rude. Mike gave me her name, so then I gave him my son's name. I did tell Mike that the customer service there was horrible. I also told him it's not up to 24hr Fitness to decide what they feel should be reported or not as a theft, PERIOD! Per Mike, nothing will happen to their employees no matter how they treat their customers. No matter what they do, nothing will happen to them. So if you have staff failing to communicate with you, you have staff that hang up on you, you have staff telling you nothing will happen to them, WHY consider this place?? There's more fitness clubs out there that I'm sure RESPECT their paying customers, I did call the next day to speak with a manager. The manager told me he would look into it and call me back. Let me say, I had to call back the following day to do a follow up. The manager did speak with me on how they do have protocol however it was not followed. BUT, I had to call him back. Glad I didn't hold my breath to wait for his return call---- No wonder the staff says NOTHING will happen to them. My other son goes to a different gym, he loves it! Cant wait for this contract to be up as I will definitely not RENEW, nor ever recommend!!! Something so simple, someone asking what should be done in a theft situation, guidance, as I didnt know if they report to someone as I would,etc...and YOU'RE the bad guy...

I have been a member of this gym since childhood, and I have witnessed significant changes over the years. The manager has made commendable efforts to improve the facility, but unfortunately, the employees seem to lack motivation and diligence.

Upon entering the gym today, I proceeded to check in by entering my membership number. To my disappointment, the service manager was present at the front desk but failed to acknowledge my presence. This lack of basic customer service is concerning, as it sets a poor example for the rest of the staff.

This issue of neglecting members has persisted for some time. It is often challenging to locate an employee at the front desk, and when they are present, they are frequently preoccupied with their phones, failing to greet or assist members. The decline in customer service is evident in the decreasing market share of 24 Hour Fitness compared to other gyms. Existing members like myself are not receiving the level of service we deserve, despite continuous rate increases without added benefits.

The restroom facilities are another area of concern, as they are consistently unclean and poorly maintained. Soap dispensers are frequently empty, lockers are broken, and the overall appearance is outdated. The removal of towel service, which was previously included in the membership fee, further diminishes the value of the gym.

After over a decade of membership, I am seriously considering canceling my subscription and switching to EOS Fitness. The limited weekend hours, closing at 8pm, do not align with the name "24 Hour Fitness" and are inconvenient for many members.

In conclusion, the lack of customer service, cleanliness, and amenities at this gym have reached a point where I can no longer justify remaining a member. I hope that these issues can be addressed promptly to improve the overall experience for...