24 Hour Fitness — Attraction in Irvine

Update 08/27/2024

We emailed customers services with supporting documents, hear nothing from the 24 team yet

We read our contracts carefully . Here it is :

The member on the account, who has lived in Vietnam, traveled to stay here last year but he is not living here in U.S. He stopped going to the club more than 6 months ago. According to the contracts in section 6b(2), we are entitled to a refund of the $249 fee charged for the renewal for this year three days ago.

We mentioned this to Manager Kim during our conversation; however, she was busy, rude, and hostile toward us. She refused to listen to the information we provided and showed no intention of helping us from the beginning. At that point, we were unaware of this exceptional case in the contract, but we believe Kim, as a 24 Hour Fitness manager, should have known. She had no intention of understanding customer needs or helping.

According to contract 6b(2)

6(b)(2). You Move: Your new residence must be more than 25 miles from your Club of Enrollment and 24 Hour must be unable to transfer your membership to a comparable facility within 25 miles of your new residence. You must provide written evidence of your move. If there is a comparable club within 25 miles of your new residence, your membership will be transferred to that club and you are not entitled to a refund. If 24 Hour is unable to transfer your membership, 24 Hour will refund your unused prepaid dues.

6(d). Termination of Yearly Auto-Renewal Membership: You may cancel your Yearly Auto-Renewal Membership but you will not receive a refund, unless specifically stated otherwise in Sections 6(a), 6(b), or 6(c) above

We spoke with General Manager Kimberly Loftis at the 24 Hour Fitness location at 13692 Jamboree Rd.

She handled the situation without empathy, unprofessionally, with discourtesy, and in a rude tone. Ms. Loftis approached us without offering a greeting, a smile, or any indication of willingness to listen to our concerns. She failed to introduce herself, and we only discovered her name and title after returning home and making a follow-up call. Her customer service skills were lacking and poorly per her “general manager” Title who represented for 24 fitness corporate.

I recommend never signing up at this location or with 24 Hour Fitness again. We won’t be returning or referring anyone to them. This is very poor customer service training on their part.

Customers who cancel their memberships should be treated with the same grace, positive attitude, empathy, and respect that 24 Hour Fitness representatives showed when they were trying to get my son to sign up.

We lost our money and experienced an horrible customers service from her

They are petty and rude, trying to get a $249 membership for free from us now . However, 24 Hour Fitness will lose us and future customers for life

Please have upper management review and observe her rude behavior and ungrateful gestures during the conversation at their facility . From the moment she walked in, her attitude was rude right away while we tried to present the situation until we told her to listen to us. We tried to present our points despite our frustration with the their explanations and unreasonable rules. Throughout, we still maintained a calm and polite tone.

Regardless of the situation, she can present her arguments, prove her points, and uphold company policy. However, it is crucial that she should maintains professional behavior, demonstrating respect, politeness, grace, empathy, and kindness as a manager representing 24 Hour Fitness. These qualities significantly impact our perception of her professional standards and the customer service culture of 24 Hour Fitness. Unfortunately, her rudeness and hostile attitude made us feel , disrespected, undervalued...

Bluntly put: This gym is terrible. If you are lucky enough to find parking, you will walk in and be greeted with a professional and clean looking gym and may expect a good lifting experience. Do not be fooled by this facade. You first make your way to the machines. A majority of them are made by a company called Nautilus. In my opinion, this company should change there name to Nauseous because the equipment design makes me want to throw up. For starters, all other companies seemed to have figured out that you should be able to make all machine adjustments from the seat itself. Nauseous, on the other hand, has kept the adjustments in random spots so if you get in position and don't like the adjustment you HAVE to get up and readjust, and keep doing so until you are comfortable. Try their leg extension and lying leg curl if you want to see this urself. Next, I have attached a picture of the weight selection method for Nauseous machines. Just try to figure out what weight its on... They could have fixed this problem by putting the weight sticker on the plates next to the switches but they didn't. Pure incompetence. And then if you're still not convinced, try the Nauseous shoulder press. Most users have to use the machine backwards for it to work correctly. Its like neither the equipment designers NOR the gym planners tried using the equipment at all before filling the gym up with it.

SO after you get sick of the machines you try to do some free weight. If its leg day, you are in luck, but if you want to hit some chest, enjoy the giant middle finger the gym planners left for you. To put it into perspective, there are 12+ squat racks, 8+ hip thrusts, 2 leg presses and a hacksquat for legs. On the other hand, there are 3 flat benches, 2 incline benches, and one decline bench. 23+ for legs and only 6 for chest... But that doesn't even matter! because after you wait in the bench line and finally get one, you wrap your hands around the bars and realize they were meant for NBA players?! They use a 32 mm bar instead of the reasonable 28 mm ensuring that you are left with wrist pain after your lift. (Even the EZ Bars have this ridiculously wide grips so there goes arms day). But lets say you are willing to endure that, then enjoy the gorgeous view of the entire SUN they have so conveniently placed right above the bench section (Second photo). You cant even replace it with dumbbell exercises because these Throwdown dumbbells (more like throwup) have such long grips that if not precisely gripped will bend your wrists giving a terribly unpleasant experience.

All in all, a terribly planned and equipped gym with the only redeeming qualities of a great and kind staff and a...

"Your place to feel good" Are you sure about that?

I just had one of the worst experiences in my life with customer service. I have never in my life been treated this poorly. I was treated in a way that was not only unprofessional, but outright dismissive and disrespectful. I was met with unnecessary resistance and attitude from someone who should’ve been there to help.

I'm a lawyer in his late 40s that just moved to the city of North Tustin. I say that to show that I"m not some disrespectful kid that's trying to get a free pass.

I was on the search for a new gym since I like to workout. So I came across 24 hour marketplace since it is between my house in (NORTH TUSTIN) and my office in Costa Mesa. I signed up for a 3 day pass. The pass specifically said bring your ID and a the email and come to enjoy a workout.

I arrived. Parking was a mess, but I finally found a spot. I walked in and told the young lady (REGAN!) on the front desk that I have a 3 day pass. The moment I said that her face changed. Later on, it dawned on me, that maybe she does NOT want to do the work it requires to get a 3-day pass processed. She wanted to do the bare minimum (which is check in guests). I gave her my DL and immediately she says this will not work. Is this your current address? I said no, I just moved to the area. She responds well you need your lease agreement. I said my lease agreement? I own, I don't lease. Also, the email does not mention anything about a lease agreement.

She responds in the most condescending tone you can imagine: "yes it does, you just need to read it." I said, I've read it multiple times. It says bring ID and this email only. She responds again with a very rude tone, YES IT DOES!. At that point, I've had enough with disrespectful Regan, so I asked for her manager. She responds the manager is not here. I asked for the supervisor, she says I"m in charge. I said, I would like to talk to somebody else - anybody other than you. She responds, I'm the only one here. Mind you there is another young lady behind the desk about 5 feet away from her. She then hands my ID and says you can leave! So I left.

I sat in the car for about 15 minutes wondering what just happened FUMING. I read the email again. It says bring ID and this email (see attached pic). I sent an email to the facility asking to speak to management. Now I'm in my office considering my options.

It is really sad that people think it is OK to mistreat people for no reason whatsoever. It is simple if you ask me. Regan did not want to...