Let me start by saying I have been a loyal gym member of 24 Hour Fitness for the last 5 years. I signed up at an extremely high pay-in-full price to lock in a low annual renewal price in future years. But it was well worth it because I loved my gym. And I still do!
With that being said, I generally receive an annual renewal invoice from 24 Hour Fitness which I take to my local gym to make payment on. Around the renewal time, I was giving birth to my 2nd child, so obviously me reaching out to 24 Hour Fitness to check on my renewal status was not at the top of my priorities. I just assumed my renewal notice would come, and it never did. Realizing recently that I had not received my notice, I logged into my 24 Hour Fitness account online only to find that my membership had been cancelled.
So I called Member Services, which was a complete nightmare. These calls are handled by a call center overseas, and they are not willing to work with you at all. They told me that despite my membership having been cancelled less than a month ago, by them and not me, they would be willing to HELP me out by charging me $149 renewal fee plus my annual renewal rate. I requested to speak with a manager to see if they could waive the fee since I was not sent a renewal notice and after holding 20 minutes, I was hung up on!
I called back and finally got an Account Supervisor on the line who then told me they would lower the fee to $99 but increase my renewal rate by $5/month which comes out to more than the original proposal! Or my other option was to get a new membership. He also informed me that my contract says they have no obligation to send me a renewal notice, so essentially tough luck pay us or go away. Glad to see this is how 24 Hour Fitness treats customers that have been with them for 5 years.
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