I have been a loyal member of 24 Hour Fitness for years and years, going all the way back to the heady days of 2002 when I joined the gym’s flagship facility in Hollywood just days after opening. I’ve never really had a problem with the place (unlike with the dreadful con-artists at Bally’s Total Fitness), and over time, as more and more people joined up and quality began to lag here and there, I stayed true to my membership. Sure, the mandatory towel rule was rarely enforced, and sure, the lines at the cardio machines were verging on ridiculous, and sure, finding free weights had become akin to a minor scavenger hunt, but I kind of let that all slide. I was happy enough, and the constant stream of reality stars in the gym (not to mention the occasional A-lister — a.k.a. Justin Timberlake twice!) kept my gluttony for fame satisfied. Things weren’t perfect, but it’s such a pain to change gyms, and I wasn’t going to leave 24 Hour Fitness unless I felt like I really had to.
And then this week happened.
For those of you who are new to the site, I’m no stranger to voicing my displeasure about the gym. Just take a look at my various rants (Absolutely Horrific, Sweaty Idiots Overrun Peaceful Workout, and So Bad I Had To Inform the Staff). I’m easily perturbed; however, this story does not stem from my prickly wellspring of bitterness. No, it comes from my innate sense of justice  that impulse to make all things right in the world (at least as they pertain to me).
Anyway, for years now, I’ve been splitting my time between two or three different 24 Hour Fitness gyms, and as such, I’ve had to pay an additional $5 per month to grant me access to all the clubs at my membership level. This means that every month, I’m supposed to get billed a certain amount for my membership and then the added fee for the all-club upgrade. Pretty standard stuff.
Well, late last week, I moseyed into the gym, and after having my ID scanned in, I proceeded forward to the gym floor.
“Wait!” called out the guy at the front desk. “You’re only One-Club.”
That was strange. I’d been All-Club for years and years. Why would I suddenly be downgraded to a lesser status? Clearly there had been a mistake.
“Clearly, there’s been a mistake,” I said. The guy looked back at his computer monitor, which had now been taken over by a big red screen to warn him of my alleged delinquency, and told me that no, I was not eligible to work out at this club.
“That’s ridiculous,” I said dismissively, ready to be done with this strange interlude. The guy kind of shuffled around and stuttered, again reaffirming that he could only go by what the computer was telling him. As you can imagine, this did not please me. I was right. He was wrong. Why were we even debating this?
Well, as my blood started to boil, my voice became increasingly frigid. “I’ve been All-Club for four or five years. There’s been a mistake. Something’s wrong with the computer or your records,” I said. The guy could see I was getting impatient, and rather than tango with my ballooning frustration, he just kind of tapped some keys on the keyboard and said, “Oh, okay. I think everything’s fine. It’s all good. Enjoy your workout.”
Strange.
I patted myself on the back for successfully intimidating someone and went forward with my workout. The incident was bizarre, but ultimately, it clearly was some glitch in the system. Sure enough, the next several times I went to the gym, I passed through without a problem… until this past Monday. Once again the big red screen came up on the computer monitor. This time there was another guy behind the desk, and again, I had to state my case: yes, there was a mistake; no, I’m not just one-club; yes, I’m sure. Rather than try to scare him so I could move on to my workout, I decided I would maybe get to the bottom of these shenanigans. Something clearly was messed up with my account.
Well, the kid went into my electronic file and discovered that the $5 upgrade fee had not been charged to my credit card in a few months; hence, I had lost my All-Club status. Something sounded fishy. I could have sworn that pesky $5 had been showing up on my bill every month, and now they were saying it hadn’t been? Things weren’t adding up.
However, that night I checked out my credit card statements, and sure enough, there hadn’t been a $5 charge from 24 Hour Fitness in months and months. But why? I never authorized them to stop. And they never communicated to me that they were going to stop. So why would I suddenly be dumped from All-Club status?
The next day, I returned to the club and explained to the same kid (and then his supervisor) what I had discovered, and as they dug deeper into my account, they saw that the reason why the charges had stopped was because they had been declined, going back as far as August of last year. HMMMMM…
Here’s why that logic sounded a bit strange. As you remember, my full membership fee was getting billed to my card. So how come my membership fee would go through and not the $5 add-on? Well, turns out that back last summer, a random bit of identity theft mandated the cancellation of a credit card, and apparently the $5 fee continued to be charged to the old card, even though I had updated the billing information to the new card. Clearly, the 24 Hour Fitness representative I had dealt with on the phone had only transferred part of my membership over, leaving the All-Club charge behind.
Well, I suggested this theory to the supervisor, but she wasn’t about to hear it. She suddenly became very short with me and said that it was my responsibility to be on top of my banking and make sure all my accounts were accurately linked to the proper credit cards.
WELL.
In a very calm and collected manor, I explained that I had been on top of my banking  as evidenced by the fact that I had called 24 Hour Fitness and had updated my billing information to the new credit card. It’s not my fault that they then screwed things up on their end.
Still, the supervisor told me there wasn’t anything she could do for me. She then explained that after three months of declined payments, 24 Hour Fitness simply removes the charge and drops the All-Club status. Additionally, if six months pass since the first void payment, I have to re-up all over again, meaning I then have to pay a first month and last month fee as if I were starting all over again. Not cool.
“So I’m going to be penalized for an error that was made on the gym’s part?” I asked.
Huminah huminah huminah. That’s the great thing about logic: sometimes you can’t deny it.
The woman softened up as she realized I wasn’t trying to con her and told me to go work out and afterwards, I could speak with the manager. Fine. That’s what I did, and when I came back later, I repeated the whole story for the manager, and while he was a bit more sympathetic, he informed me that there really was nothing he could do. I would have to start up again. This did not make me happy; however, he did clarify that the initiation fees only applied to the monthly All-Club costs, not the entire membership as a whole  ie. I would only have to pay first and last for the extra $5 add-on, not the entire membership. This mollified me quite a bit. I thought I’d have to shell out upwards of $70 for this mess. Turns out it would be a much more reasonable $10 or so, and considering that I had spent the past ten months without those $5 charges, I decided I would just pay the fee, re-up, and be done with this ridiculousness.
The manager said I could go home, and he would call me with the info. Cool. An eventful saga comes to a close.
But it’s never that easy, is it?
First of all, the whole day went by without a call from the guy. Can’t say I was too pleased, but I had bigger fish to fry, and I knew this would all get sorted out.
The next day, I got a call from a guy at the gym named John. He informed me that he was preparing to upgrade my account. Sounded fine. I then verified that it would only cost me about ten dollars, to which he said, “Well, ten dollars for the first month. Ten dollars for the last month.”
Huh? What happened to the $5 rate?
Turns out that now I’d have to pay $10 a month to get access to all clubs. And this, my friends, is where the shit went down.
There was no way I was going to pay a higher rate because some idiot at the 24 Hour Fitness corporate hotline screwed up the billing on my account. I was livid. However, I kept calm and again used my favorite line: “I don’t understand why I should be penalized with a higher rate because of a mistake on your end.” And then just for added passive-aggressiveness, I added, “I just have issues with that.”
Well, this guy had issues with me. Like the supervisor from the day before, he pulled out the “You should be on top of your banking” line, which royally pissed me off. I reminded him again that this was an error on the company’s side, and I shouldn’t be held accountable for that, and furthermore I didn’t understand why 24 Hour Fitness never at any point sent me some sort of a notification regarding the void payments on my account. Shouldn’t there have been a letter? An email? ANYTHING?
But this guy merely responded that they deal with 40,000 credit card numbers. “You need to help us out too, you know,” he said. I couldn’t even believe what I was hearing. I told him it really wasn’t my problem that they deal with 40,000 numbers. I was still getting screwed. Meanwhile, I’m just thinking to myself  it’s not like this company is running on a card catalogue and typewriters. They’re using computers  THEY CAN HANDLE A DATABASE. How is it possible that nowhere in their system does their software ever send off an automated alert to users regarding such billing issues?
Nevertheless, this guy and I went back and forth on all these points over and over again, and eventually, he mentioned to me that ever since August of last year, the red screen had popped up every time I’ve been scanned into a club. I don’t know why he mentioned it, but I responded, “So you’re telling me that you’ve got 40,000 numbers that make it hard to keep track of these things, and yet for the past ten months, a big red screen has popped up at the front desk every single time I’ve showed up, and no one’s said anything. How can you act clueless when there’s been a BIG RED SCREEN right in your gym worker’s faces?” (I wasn’t quite as articulate as that, but that’s the point I conveyed). Well, the guy really couldn’t say anything to that, and so I then noted that because the workers didn’t stop me as they were supposed to, I just toodled along, thinking everything was okay with my account, and as a result, I was being screwed out of my old rate. So really it was the error of the club’s billing department, which was then compounded by the errors of the club’s workers.
I could tell things were getting a little too heated; so I then took the “Bro” approach and said, “Look, I’m not blaming you. I’m just frustrated, and I feel like you can sympathize with where I’m coming from.” The guy totally changed his tone and was like “Absolutely,” but then he still acted as if his hands were tied by The System.
Very well. This was going no where. Time to call corporate.
(I’m well aware that I’m haggling over only $5, but still, an extra $5 a month adds up, and it WASN’T MY FAULT)
Anyway, I called up the corporate offices, and after about twenty minutes of waiting, getting transfered, and waiting some more, I spoke to a sweet but incredibly unhelpful woman named Shelipa (or something like that). Like the ones before, she again put the blame on me, and even though I tried to sweet talk her, she said she couldn’t do anything. The rates are set by the individual clubs.
This was getting ridiculous. And I hated how at each step of the way, I was getting blamed. Sure, had I noticed that a $5 charge was missing, I probably could have avoided this, but isn’t it a club’s duty to rectify a situation when they initially caused the error? And especially if I’ve been a longstanding, loyal member, shouldn’t the club’s response be, “You know what, this was clearly an administrative error. Let’s just fix it.” And if they want to stick it to me, they could then say, “In the future, just be sure to check your balance to make sure it doesn’t happen again. It would really help us out.” That would have been perfect! But no. Instead, all I got was this idiotic helpless act instead.
Well, it was time to call the club manager back again. I decided I would take the “bro” approach again, and so I said to him, “Hey man, I just talked to corporate, and I know you know what I’m going through, and it’s not your fault, but dude, I just want my old rate back.” There was silence. And then the guy said, “Ummm…. okay, how about next time you come in, find me and we’ll work something out.”
At last. Progress. I still didn’t like the hesitant attitude though, but it was better than nothing, and it was looking like I might just get what I wanted. Just in case there were issues, however, I decided to get some rates from a few gyms: Crunch, Gold’s, and LA Fitness. (Equinox was entirely too expensive; so I didn’t bother even checking out).
Well, Crunch refused to give me numbers over the phone, but since the gym is about five minutes from my apartment, I moseyed on over there and found out that at over $80 a month (plus an initiation fee) this would not be a viable contender (despite the allure of complimentary towel service and being walking distance from my abode).
I then called up Gold’s, and within ten seconds, I was offered a matching rate to 24 Hour Fitness. Plus, they waived the initiation fee (and gave me a complimentary workout session, which I used today). That’s what I was talking about. Good, old fashioned leverage.
Next, I called up LA Fitness. They also matched the rate, but they weren’t necessarily able to drop the initiation fee. That irked me as the whole point of this was to save money, but at the very least, I figured I would check out the facility and see what I could negotiate. I headed on over to their new club in Hollywood, and let me just say this: it’s fantastic. Sure, Reggie Bush and Kim Kardashian don’t work out there, but it’s clean, new, big, open  I could go on. It was then that I decided, “Screw 24 Hour Fitness.” They had really pissed me off, and here was a facility that was head and shoulders above them. I didn’t want to bother with leverage anymore. I simply signed with L.A. Fitness (got a greeeeat deal too), and when I returned home, I called up 24 and promptly cancelled.
Of course, I’ve heard horror stories about 24 Hour Fitness continuing to charge after cancellation; so I headed over to the gym today and asked for written confirmation that I had cancelled my account. They refused to give it to me, but the guy I dealt with was named Yoda, and I’m totally pointing fingers at him if 24 Hour Fitness tries to screw with me. Oh, and any erroneous charges will be happily broadcast here on this site.
EXHALE.
The only thing that sucks in this process is that a) I can’t walk to the gym if I want to, and b) I never got to tell the 24 Hour Fitness manager “You know what? I’M WALKING!” I was really hoping for that. I would have felt so empowered. (And had I been in a sitcom, the audience totally would have clapped for me.)
Actually, I still feel pretty good. I tangled with The Man, and I came out on top: I got a better gym, and they lost a client.
Anyone else have similar experiences with 24 Hour Fitness?
Don’t they realize……. you could have eaten that $5 or gone to Quizno’s.
Oh no, I hope you didn’t sign up for the LA Fitness on Hollywood. Parking there is HORRIBLE, as it getting out of the structure at certain times.
I also used to belong to the Arclight 24 Hour and they screwed me as well. Then I got some surprise money back from them as part of a class action lawsuit.
Anyway, good luck!
I did sign up for that one, but since I go mid-morning, I don’t anticipate too many issues with parking.
Your adventures so amuse me. Meanwhile if something would happen to my Hubby’s YMCA membership, all hell would break loose.
I don’t even have a card. I’m watching TV!
Ugh! That sucks. I was getting frustrated just reading it. But I have to tell you Gold’s Gym rocks!
don’t you have a Wii Fit?
hb
I belong to 24 Hour Fitness in Dallas, TX. I also have an all-club membership that I’ve had for several years. I’m assuming it’s all billed in one lump sum since I don’t see two charges on my credit card bill. I wouldn’t notice if they stopped billing me either and probably wouldn’t call it to their attention until they stopped me too and told me there was something wrong with my payment.
I would say my overall experience is pretty good except in the summer here, it is apparently impossible to keep the entire gym at a cool temperature. I will occassionally have to tell the staff that the women’s locker room has had a clogged toilet for several days.
Sorry for your bad expereince, B-Side. Hopefully you’ll enjoy LA Fitness! Good luck.
I got frustrated just reading this. I cannot stand with corporate employees shirk responsibility onto the customer and claim they do not have discretion to right their wrongs. I go into crusader overkill in such situations, faxing threatening letters on my law firm’s letterhead. B-Side, you might want to follow up with a certified, return-receipt letter to the gym confirming the cancellation so you will have a paper trail in case they try to continue charging you.
Oh, man. Ohmanohmanohmanohman. I HATE shit like this. I just moved, and needed to cancel my membership at Gold’s Gym, as I was going to find a new gym nearer to my new place. So I went up to the desk where they scan you’re card, and I was all, “I need to cancel my membership,” and he simply handed me a card with contact information for “ABC financial” located in bumblefuck Arkansas (and my gym is in Seattle). They contracted out the billing for the gym. I tried to call that night, but of course, it was closed, because IT’S IN ARKANSAS. So I called the next morning, and guess what? In order to cancel I had to mail in a CERTIFIED LETTER with my signature. Not only that, I couldn’t just submit ONE letter for both my husband and I, I had to submit 2 separate letters!
I had a similar experience with an independently-run gym in Brooklyn. It’s an EPIDEMIC, I tell you! Gyms have the worst customer service EVER. Worse than Comcast, even! AND THAT’S SAYING A LOT.
/directionless anger
I was SO angry in my comment that I typed “you’re” instead of “your.” Stop riling me up so much, B-Side!
I just signed up with LA Fitness about a month ago and I love it! The facilities are great and always clean, and they have a bunch of classes you can take, too, so you don’t get bored. Even when its extremely busy, there are always machines available. The eye candy isn’t bad, either 🙂
I think you’ll be much happier.
I think ABC financial has a monopoly on gym memberships. I’m on the east coast and my dues go through them too!
A few months ago I lost my debit card (which is what I pay for the gym with). I adjusted everything else, but the gym fee is the only bill I have that automatically comes out of my account, so it truly just slipped my mind to update my info with them since I never actually receive a paper or email bill from them. I ended up missing two payments because since they still had the number from my lost, now-cancelled cards, the payments got declined. I finally received a letter stating I owed for the missed payments and an additional $60(!) in late fees… I explained the situation and got that cut in half. I guess it’s the same argument that I could have been more on top of things, but wow, way to make the most $$ off an honest oversight! They didn’t send me any kind of correspondence until I missed 3 payments and owed a ton in late fees… hmm…
This is why I don’t work out.
This reminds me of the last high school reunion I went to. Our table was the last to go through the buffet line, and nearly all the food was gone. The husband of one of my classmates (ex military) didn’t get angry or cause a scene, but he fixed the problem. He asked for a manager, then walked her over to the buffet table, gestered toward the desimated serving dishes, and calmly asked, “Is this the kind of service I should expect when I visit [name of hotel]?”
I wish I could put into words how powerful this approach was.
i LOVES our LA Fitness–and certainly never any parking hassle.
well, i go at 6am, BUT STILL.
and with the exception of the ONE PSYCHO this morning with no shoes, i heart it.
so clean!
I am so ashamed you did not check on the prices and services offered at Sky Lab. I don’t know if I want to even know you anymore.
*gasp* My spelling! I’m so ashamed….
I toured 24 Hour Fitness (which surprisingly was NOT open 24 hours… hello?!?) and thought it sucked, so I promptly headed over to LA Fitness where I not only got a better monthly rate, but the facilities were infinitely better. If it weren’t for a freak kickboxing incident that landed me in a hip-to-ankle leg brace for a month, I would have continued my membership there!
Good luck at your new gym, B-Side. Hopefully you won’t see any more gross, hairy guys washing out their underwear in the sink.
If you’ve paid for the month in advance, I think you should dispute the last charge. Heck, even if you were at the end of the month, dispute it…just for all the hassle (plus the fact that they denied you entrance on numerous occassions).
I have “all club” membership with 24 hour fitness for a good deal and keep it even though i moved to the east coast because i can work out when i visit home. also, i was hoping that they would open a few clubs out here.
now they are but i am told my “all club” membership is not that. these new clubs will be branded as a higher tier for the express reason of forcing old loyalists to pay additional fees in order to use them.
bs
I’m totally sorry to hear about this. I work for 24 Hour Fitness, and I can tell you, your situation was not handled properly. I suppose it’s too late now, but if there is anything I can do to help, let me know. By the way, email me and I’ll get you written proof that your membership is cancelled.
I worked in sales at a 24 Hour Fitness in Sacramento for six months in 1997.
I learned that fitness clubs are right up there with used car lots and insurance companies. Customer service is the least of their worries.
Your story of dealing with them is common… not unusual. One of the problems fitness clubs have is that they barely keep over half of the people that sign up within a year. And they (I’m not necessarily referring to 24 Hour but most all fitness clubs) will do anything to keep your money because of the high turnover. That’s why they use vendors to handle their billing. It makes it harder to get to them to cancel or make adjustments. And it’s profit for them. They count on it.
I refuse to join a gym after working there. I usually rent apartments that have gyms as part of the amenities. It’s included in my rent and it’s not feeding a machine that is pure evil.
I keep getting automated calls from 24 Hr Fitness on my cell twice a day!! I have nothing to do with 24 Hr Fitness!! Never went there, never want to and will tell anyone who goes there not to!
I guess someone has my number on thier account!! There is no way fro me to stop these calls.
The morons seem to think thier time/money is more important than thier customers!!
I just switched to LA fitness tonight. The clubs are clean, airy, equipment looks new and maintained. I have been with 24 hour since 2001. It is a better investment of my money (about $10 less per month), time and health because of the atmoshphere LA fitness maintains. All clubs in the state under one membership- no $10 for this club and $5 for that stuff. When I call 24 hr fitness tomorrow to cancel I will give them some advice. Clean up your nasty, nasty locker rooms and fix your equipment; i’m done. nomad – Washington state
I have been having a customer service / billing issue with 24 Hour Fitness for the past 6 months. Apparently it is my responsibility to provide proof of payment on something that happened 9 months ago. I don’t go there all the time because it is so far away from my house, but every time I’m in the area I go and am greeted with a “you may not enter” your contract is terminated. I go through more leg work with customer service and still nothing is resolved. No one there cares and no one offers you anyone else to talk to. Customer Service is the worst at 24 Hour Fitness. It appears that Customer Service, Billing, and Operations are three separate companies that are at war and do not share any information between the three of them.
My issue is still not resolved and I am still in the process of contacting people higher up in the organization. Perhaps they can help, if not, you’ll be hearing more.
B-Side, get over youself! You’re not “the man” for intimidating people at the front desk. Furthermore, don’t blame the company for not telling you your banking is messed up, that’s YOUR responsibility. You were probably let back into the gym despite the big red screen because everyone at the front desk knows what a jerk you are they just don’t want to deal with an ugly person like you. 24hr Fitness is probably HAPPY to get rid of a customer like you. They don’t need someone to dampen their day at work. One more thing “bro”, over time, things change, yes, rates go up. It’s called inflation.
24-hour fitness on Arapahoe & Parker Rd, Aurora, CO 80015 are a bunch of ASSHOLES!!! Their customer service is non-existent & they are supposed to be a “regional office.” I have been trying to put a hold on my account for past 3 months – and they keep charging my card!!!! Each time I call – they tell me that “their records do not show that a hold was requested….” This is bull@@@@t!!! AAAASSSSHOLES
24hr is notorious for bad customer service, I have a longer story than the original story, but the same crap from 24hr. It even went so far as the sales guy intimidating me as I went into the guy. There is just a bunch of unprofessional people working at these places. You would think if they wanted to keep their loyal customers they would be a little more understanding. There is no such thing as rules that that not be bent for a long time customer. And to the guy that says for B-side to get over himself, he probably works at 24hr and doesnt know any better. If your going raise the price do not try to scam people into higher rates.
A heated discussion with 24 Hour fitness propelled me to do a search for other 24 Hour fitness members (or ex-members) that had been screwed over by them. Low and behold, I find this blog!
I don’t go to the gym that often, but that doesn’t mean my gym dues aren’t paid. I have been automatically deducted from my bank account. I had a REALLY good rate from a corporate account that I had signed up with years and years ago (let’s just say that it was less than half of what everyone else normally pays) and it gave me access to all the clubs. I decided that after several months, it was time to hit the gym again (it’s summer time, a girl’s gotta do what a girl’s gotta do). So I dig up my gym card and I proceed to 24hourfitness.com to register on their website – for what reason, I’m not sure. I key in my member number and it says “We’re sorry, but your membership is inactive”. Perplexed, I try again. Same message. So I proceed to call Card Member services and of course, being Sunday, they’re closed. So I call the nearest gym and explain the situation – surely, they could simply reactivate my membership and send me on my way, right?
Of course not. Asd you put it B-Side, it’s never that easy.
I’m told that my membership fees have not been paid in several months. I told them that this was impossible, that it was automatically deducted from my bank account, which has always had sifficient funds. After several back-and-forths, with THEM having the tone of voice as if they’re correct, they finally tell me the computer must have misread something because in the history of my membership, there were several bank cards on file. Clearly, their fault, right? Right. But they still can’t do anything. They tell me my account has been terminated due to no payment. I ask them why I wasn’t notified and they tell me they sent me ONE letter (which, conveniently, I did not receive). They also tell me I should have been flagged with a BIG RED SCREEN the last three times I went to the gym – yet I was never stopped or questioned.
So I ask them if they can reactivate my account – simple, right? “Sure Miss, this looks like a clerical error, we’ll just reinstate your membership”….yeah right. They can’t do anything. They tell me I have to come in and re-sign up, pay the initiation, pay the first and last month, etc like I am a new member.
Eff that. I’m not paying full price, especially if their “Customer Service reps” are about as useful as cold broccoli.
Honestly, I believe they looked into my account and stopped the payments because they saw that my rate was so low, being a corporate member. I call BS on them, but we’ll see what they say when I call them tomorrow (Monday). Probably the same thing: “we’re a retarded, money-grubbing fitness center, so we can’t do anything” (not in so many words of course).
I joined 24 hour fitness and got NO help. The machines are great but if you are new to working out you are out of luck
Ha,ha,ha,ha,ha……..I must be an idiot. I’m signing up today. Gosh, you think I’d buy my own personal gym from Chuck Norris and be done with all this drama. Not! I’m ready. C’mon 24hrFitness whip me beat me……Bring it on!
My (white) bro-in-law had some issue with a gym out Calabasas way — I forget the whole saga, but I think he decided to drop the membership when they wouldn’t let his extremely nice & well-behaved (but half Chinese) teen-aged kids play racquetball there.
Many months transpired with him trying to get the automatic deductions from his credit card stopped.
Eventually, he called the manager (yet again) and took this approach:
“You know those guys who crack one day and pick up a shotgun and shoot up a Post Office? Well, I know exactly how they feel.”
No more automatic deductions from then on.
Sweet victory!
we always go in Fitness Gyms because right now we are very health conscious and like an active lifestyle’~”
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I used to be a member of 24 Hour fitness and I now work for the company. I come across this kind of thing a lot and I am the person behind the front desk that often gets yelled at because of a computer error. The truth is, the people at the front desk and the people that call you on the phone literally don’t have access to any of your financial information so we really CANT tell you if your old card is being charged. They don’t keep old card info on file at all. I see the problem with only changing the financial information on your base membership fee but a lot of the time it really is a computer error, it sometimes wont let you (the front desk person, the person you talk to on the phone, the person that does all of the actual work) change upgrades because we aren’t in the membership department. It does suck what happened but you also have to remember, 24 Hour Fitness is a CORPORATION. It’s a business. They want to make money. And if you decide to cancel your membership, it really isn’t a punishment, it’s a relief that they don’t have to deal with you anymore. Which is true of ALL large corps i suppose…
Elizabeth,I hate to say it but If any corporation heard you say something like this they WOULD and SHOULD FIRE YOUR Azz! Reason one, I’ve worked at fortune 500 companies before and the reference you leave with any potential new customer has a lot riding on how OLD customer talks about you and your company. Anyone can say, that’s a good place to eat, one or two people may try it out, and for sh*ts and giggles, three people may look into how good the food is.BUT let ONE person say they saw rat feces on the floor of that restaurant ,You have lost ten times fold your new possible customers. They may have wanted to try your restaurant out. So I don’t care how much a company makes they are NEVER going to not Care what a customer thinks nor would they think”it’s a relief that they don’t have to deal with you anymore”. I think that’s the person behind the desk getting yelled at who does not want to deal with it anymore.
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