24 Hour Fitness — Attraction in Town of Pelham

It really upsets me to write this review about this location. I have been a member since its opening. Even stayed with them during Covid. I haven't been able to go for a few months but I'm finally back in "the swing of things". I really hope my experience yesterday was a temporary one and I don't have to drive 30 mins to Scarsdale when this location is only 5 mins from me.

My biggest concern and disappointment was the cleanliness of this place. There use to be a staff member always walking around picking up after stuff and cleaning. I went yesterday after 7 and it was so filthy 😩. I stretched in the dance room and there were peoples sweaty tossed away napkins in every corner including under and over dumbbells and such.

Then I went to the treadmill and the cleaning fluid was bone dry. More garbage in spots. Luckily I carry my own clorox wipes so i wiped down the rails. I wasnt going to let it ruin my workout. I was like I made it here finally let me continue. Yes, people should clean up after themselves too, but I didn't see anyone cleaning anything.

Then I went to do some lunges and other stretching near the wall mirrors ar the end of the ellipticals and still more random garbage. When I moved along to the strength building machines for upper and lower bodies, across from the two staff booths (unpopulated by trainers I guess because it was late on a Saturday), the cleaning solution had like 10% left and the one on the wall towards the locker rooms was empty. So I used my clorox Wipes again. I always wipe down the equipment before and after use but I never had to use so much of my own supply and also see that no one else had options to do so. There was also so much garbage here and there, around those machines.

It was after 8 by then and I continued my workout. I tried to rationalize that it's the end of the day and this location closes at 11 or maybe the staff member that cleans was absent for that day, but even by 9 when I was choosing to begin my departure, there were still people coming in to start their work out. Then when I went over by the bikes and saw that another cleaning bottle was empty, I was fed up. Not even the cleaning bottles can be refilled?!? Have they been empty all day??? The women's locker wasn't much better.

I could have gone to the woman on shift at the front desk but I didn't. What was she going to do? She seemed like the only person on duty too. She has to manage the desk and cant leave to pick up trash and fill cleaning bottles and I'm also sure people have complained and they may have passed it on to management, but this is serious. This is a health concern. This makes it seem like management doesn't care about the people that go here. There are so many things that can be passed along from sweat. I felt like I was working at a community gym at the bottom of a building's basement and 24hr Fitness costs way more. Never in my life have I seen A GYM this dirty! And I've been recommending people recently to go there, but after I take another visit or 2 at this location I may change my mind.

Edited after my post: Please fix this!! This isn't right regardless if I choose a new location after a few more visits. Don't just leave an automated AI response and say "we are working on this" or "we definitely have things to improve on". There are way too many complaints here about health,...

I visited this location after signing up for a 3 day pass online. When I arrived with my pass I was greet by two friendly and helpful staff members at the front desk. I was then instructed to completed a brief questionnaire and then directed to another staff member seated at group of tables. At this point is when the level of customer service took an abrupt nose dive! The "person" that I was handed off to initially introduced himself to me but his name I can't recall (it maybe Mike). But I do remember that he was a heavy set male that appeared to a black/African American (not sure which he prefers). I personally was surprised that I wasn't allowed to experience the gym before being attacked with an immediate sales pitch and I stated this to him. He obviously did not like my question and raised his voice quite a few decibels to ask loudly "How am I attacking you?!!". How rude, ridiculous and unprofessional! As a customer service representative you should be capable of addressing all customer concerns without raising your voice like a lunatic. As if he could see I was about to explode literally he quickly handed my paperwork over to his co-worker David Ruiz. I thanked him for doing that. Clearly he wasn't very smart-no common sense or customer service skills-but he was smart enough to back down. In fact I saw David handle all of the membership inquires the rest of the time I was there. I never saw that barbarian interact with another customer while I was there. I was a bit disgusted that no one addressed him about him raising his voice to a customer which is why I gave such a low rating. I don't care what your company looks like or offers- a high level of customer service is everything in my book. Good customer service says that you actually give a damn about your customer. Truthfully! I have used passes for several gym companies throughout the years but I have NEVER encountered any fitness company that hits you with the sales pitch first. Usually your allowed to actually use the pass before before being asked to sign a contract. Personally I found it tacky and it made me suspicious. Especially after dealing with crunch and it's deceptive practices and lack of customer service. I had t9 complain to the BBB before Crunch addressed any of my concerns. I expressed the same thing to the new representative but he didn't explode but was honest in his explanation. He answered all of my questions and even some I didn't ask. The gym itself was better than any I've ever joined before. I also liked that they offered virtual classes which allows you to take a classes on your own if there is none scheduled. I was also told that a pool was being built but in my years of experience with gyms -I've heard that song before. Reading some of the older reviews that pools has been coming for a longtime now. Personally if I was looking for a gym with a pool I wouldn't join...

I'm in the process of looking for a new gym. I've used guest passes at equinox and level to try out and see if I like the gym and amenities with out issue. The last gym I was going to try out was this 24 hour fitness location. I went online to their website and was given a 3 day pass. This is the email I recieved... "Thanks for requesting a free pass to 24 Hour Fitness. We're excited to welcome you into the club! In compliance with government and public health agency recommendations - and to do our part to help keep our communities healthy - we have certain safety measures in place right now, including touch-free check-in, extra space between amenities, rigorous cleaning and more. Please review our new safety protocols before you come, wear a mask when you enter, and show the web confirmation code below to a front desk team member, so they can check you in as soon as space is available." Sure enough, at 550am when I arrived to check in. The front desk associate, Josh told me I couldn't come inside to use the guest pass I recieved due to covid. There was no approach made by Josh or nearby staff to create a resolve for my inconvenience. This is a terrible experiance from my shoes as a potential member. Josh insisted this was an issue I had to take up with corporate because they run the website. Further, his care-less demeanor was projecting a sorry but I don't make the rules and I have to deal with it and leave attitude. I asked to speak with the manager, I was told there was no manager on site. 24 hour lost my business before it even had a chance to show me what had to offer. Oh well, thankfully there are other gyms to choose from that honored the guest pass they sent me. Lastly, this is a "corporate issue" that clearly the local franchise knows about but still made no efficient effort to come up with a resolution to ensure a better experiance for potential members receiving a pass online. So ultimately I blame management for instructing associates to sternly turn folks away with no regard for their time. Here is a free lesson in customer relations to help you in the future with this issue, "Hey sir I understand you have a 3 day pass but unfortunately due to covid we are limiting the gym for members only. we welcome you to have a workout now since you are here at 550am to see how you like the gym but we cannot honor the remaining 2 day pass we are sorry for the inconvenience." Had this been said you may have kept and saved business from walking across the street. I wasn't even offered a tour or asked if I wanted to become a member to use the gym. I was simply told I can't come in sorry. FYI, you need ppl to want to come to your gym to stay open....