In 2004 I purchased a 3 year membership including 4 training sessions for $899. This included a $50 per year renewal fee after the 3 years had passed. Once 2007 came it was time to renew my membership and I paid the $50 to do that. I paid it in cash because when I went into the store I happened to have the cash on me.
A couple of months later my wife had our daughter and I took about 3 months off from working out. When I came back (in early 2008) I worked out for a couple of weeks. Then one day I walked in and they must have actually checked my membership because they informed me that my membership was canceled due to my membership being overdue. I was baffled because 1) I had worked out for the previous couple of weeks, and 2) I had paid less than a year ago.
I let the lady upfront know that I had paid in cash when I had been in there and she told me that she showed that I made a payment, but the account was canceled. Huh? She then had the manager come talk to me. He informed me that he also saw that there was a payment, but he couldn't find a payment record. Huh? After an hour of looking for a payment record he told me that I would need to prove the payment with a receipt. I'm pretty sure I never got a receipt and if I did, why would I keep it after working out for a couple months after paying?
I told him that I couldn't furnish a receipt but because it was a good deal, I would pay the $50 again if I had to. He then let me know that he could not reinstate the account because it was canceled and that I would have to talk to corporate to get them to reinstate it. I called the number the manager gave me and got to a customer service person who immediately told me that he couldn't help me because it was the club manager's responsibility to reinstate my contract. I told him that the manager is the one that sent me and that I needed to talk to the customer service manager. The CS manager came on the phone 10 minutes later and then told me that because the account was cancelled I would have to purchase a new membership. I then told him that I had paid the membership in cash, which the corporate records should show and that I never received a renewal notice. He replied that the corporate records showed no sign of payment and that's why it was canceled. I asked why 1) I never received a renewal notice and 2) why the store records showed me making a payment and that corprate didn't? He couldn't answer either.
I then offered just to pay the $50 or whatever was needed to reinstate my membership. 24 Hour Fitness obviously has poor customer service and I can't see why they wouldn't take my money, but I had alread prepaid a ton of money and wanted to get the true value of the membership by only paying $50 a year. The manager said that there is absolutely no way he could reinstate my membership and that I'd have to get a new one. That bull s**t! I work in software, there is always a way, they just don't want to lose money by allowing someone to have a $50 per year membership.
I went back to the store manager who then said that I needed proof of my contract and payment. I told him I had neither, but I was willing to make another payment. He told me that he needed proof of my contract that that I had a $50 renewal and that I should visit the club that I signed up at. The problem is that 24 Hour Fitness had closed that club and they had no idea where my original contract was. Plus, shouldn't corporate have a copy?
After numerous attempts at working with the store manager and calling customer service, I give up. I will never get a new membership from 24 Hour Fitness again. The only way they'll get me back is to reinstate my original contract.
Now they keep calling my wife asking her to renew her $50 per year membership. They literally call her 10 times a week. Though, they play completely dumb when she says she'll only renew if they honor my membership and now claim that I've never had a membership there. What a crooked company! Do NOT do business with 24 Hour Fitness!!!
I told him that I couldn't furnish a receipt but because it was a good deal, I would pay the $50 again if I had to. He then let me know that he could not reinstate the account because it was canceled and that I would have to talk to corporate to get them to reinstate it. I called the number