I’ve been a member of 24 Hour Fitness since 2007 and last year, I had my membership rate increased without any clear justification. This contradicts my original contract stating that my renewal rate should remain fixed FOR LIFE.
In Fall 2025, I went into my club and asked why my rate was going up, only to be told that they couldn't help and to call a phone number. I did so, but the AI only gave me the option to pay my dues with no other options.
In November 2025, I then visited the club that I went to for 6 years and spoke with the GM there, Julian Lopez. He was friendly and offered to help me. He even let me work out that day for free since my membership was technically still in limbo. He said he would email his Support team to investigate. I thought that my issues would be resolved quickly, but I couldn't have been more wrong. What followed was 5 months of back and forth:
In an email from Julian on November 17th, 2025, I was told the increase was due to a supposed “2018 declaration” that I never received, signed, or was even aware of. Even more concerning, my rate remained unchanged from 2018 all the way through 2024, which directly contradicts that explanation. To make matters worse, he recommended that I sign up for a new plan and lied saying that it would be better than my old plan. He had the audacity to try to SELL ME a new plan.
I then asked him to provide:
Proof the declaration was ever sent
Documentation showing I agreed to any rate change
I didn't hear back until December 1st, 2025 where he said he was requesting assistance from Support. I then had to email him twice and didn't hear back until December 18th, 2025. After that, I had to email him AGAIN on February 13th and 18th and didn't hear back until the 19th.
Julian and I faced constant delays from corporate support and I had to repeatedly follow-up with little to no response.
Even more troubling, at one point I was even told by Julian to pay the higher rate or risk losing my membership entirely, while the issue was still “under investigation.”
After escalating repeatedly and threatening legal action, Julian escalated this to his district manager, Wendy. I then received an email from Julian where he quoted Wendy:
”After reviewing we have rolled back the members rate back to $29.00 (from increased amount due to a clerical error) the rate has also been locked in. I have also refunded the difference in payment of $90.00 back to the card used to make his payment.
You can provide that information to the member.”
This isn’t just a one-off issue. 24 Hour Fitness has faced class action lawsuits in the past over similar practices. They have been raising rates on long-term members despite contractual protections. Many other customers report having to fight the same battle (just look at Reddit).
Here are my biggest issues:
- Lack of transparency around contracts and rate changes
- Extremely poor customer support (no direct contact options)
- Long resolution times for simple billing disputes
- Burden placed on customers to prove the company is wrong
I eventually got my correct rate back, but it took far more time, effort, and persistence than it should have.
If you have a legacy membership, monitor your billing closely. If they raise your rate, be prepared to push back hard.
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