24 Hour Fitness — Attraction in Santa Clara

My boyfriend and I were initially thrilled with the 24-hour fitness center we joined a year ago. The facilities were excellent, and everything was going smoothly. But our experience took a drastic turn when my boyfriend decided to switch from a yearly to a monthly membership.

Unbelievably, 24-hour fitness created two accounts for him, one yearly and one monthly, and began charging us for both! We only discovered this issue three months into being double-charged, and our attempts to resolve the situation have been nothing short of a nightmare.

We were met with indifference from most staff, who claimed they had no authority to help us. This I understand, but our frustration grew daily when the manager, after responding to just two emails with vague remarks that our "account seems normal" went silent.

Finally, with the help of a compassionate female staff member, we managed to proceed with the cancellation of the monthly membership (since the yearly one is non-cancellable, lol). But our request for a refund has been a never-ending battle. We've been told repeatedly that it requires manager approval, or that we need to discuss it in-person at the store. We've visited the store twice, only to find regular 24-hour office scenes without success in meeting the manager. Our refund request remains in limbo.

What started as a promising journey to fitness has become a disillusioning ordeal. This experience has left us feeling helpless, frustrated, and taken advantage of. I sincerely hope no one else has to go through what we have, and I urge potential members to think twice before joining this facility. The lack of professionalism and empathy displayed by the management is unacceptable, and the struggle we've faced is not something anyone should endure.

The only bright spot in this experience was the kind-hearted staff member who helped us proceed with the cancellation. But overall, our trust has been shattered, and we can't recommend this gym to anyone until there is a serious overhaul in customer service and...

I personally love going to this location quite often. It is a public gym so everyone should take it with a grain of salt. This is going to be a long review so here we go (skip to the end for a summary) :

Equipment: It is a power lifter's paradise. Amazing lighting for the bodybuilders out there (go during the day for peak lighting) A lot of power/squat racks, I wish there were more benches but it is good enough for me. I love the equipment here (especially the hack squat) and the people/company is great.

Peak Hours: (4-8pm) I will be honest, it is a busy location but try to make time for yourselves for a workout because it is usually busy. But remember this: if the gym isn't busy, then it's not a good gym (especially if we are talking about a business standpoint like please be understanding for the team T_T ). My pro tip is that if the location is busy and you see a piece of equipment being used, ask them to "work in" between sets. The members at this location always are kind and help out and who knows, you might make a new friend in this cute community! (I made many friends here!)

Staff: Staff is incredibly friendly and much love to all of them (yes even the new hires that have greeted me when coming in - Much love to all of you!)

Summary: Powerlifter Paradise Bodybuilder's Peak Lighting During the Day Friendly Staff/Trainers/Team Relatively Clean Lockers (it is a public gym let this one slide) Friendly Community of Members (most of the time)

S/o to the sales expert guy and the sales manager (you guys are so friendly I forgot your names tho)

I hope the manager forwards this review to the team (sorry for it being long)...

Look at these reviews. 24 just responds “we pride ourselves on blah blah blah. Please message us on our website”. Clearly they aren’t doing anything to remedy the situation; they have an AI chat bot responding to everyone. HIGHLY RECOMMEND GOING ELSEWHERE!!!!

Sure! Here’s a critical review of 24 Hour Fitness:

I’ve been a member of several gym chains, and 24 Hour Fitness has been one of the most disappointing experiences. The biggest issue is cleanliness—many locations are poorly maintained, with dirty locker rooms, broken equipment, and trash left around the workout areas. It seems like staff rarely do deep cleaning, which is especially concerning in a gym environment.

Equipment maintenance is another major problem. Machines frequently break down, and it can take weeks (or even months) for them to be repaired. Some locations have outdated equipment that’s clearly been overused and not replaced in years.

Customer service is hit-or-miss. Some employees are friendly, but others seem uninterested or unhelpful. Trying to cancel a membership is a nightmare—many people report getting charged even after following the cancellation process. It feels like they make it as difficult as possible to stop paying.

Finally, the “24-hour” aspect isn’t even reliable. Some locations have cut back on hours, closing overnight or shutting down on certain days, which defeats the purpose of joining a gym that’s supposed to be open around the clock.

Overall, 24 Hour Fitness feels like a gym that prioritizes profit over member experience. There are better options out there with cleaner facilities, better equipment, and more reliable...