I signed up for 10 personal training sessions with 24 Hour Fitness in Vancouver WA. I scheduled my first session for one week after paying, in advance.
Two days after I paid, I tore my biceps tendon. A visit to the doctor the next day revealed I needed surgery the following week, and would be unable to lift weights for several months.
On the 4th day after paying, I went in and talked to Jason, the personal training manager. I showed him my arm, which at the time had an ugly bruise from my elbow all the way to my wrist. He said "Wow! I understand! Good luck", and said he would submit the refund and it would take about "... 6 weeks to show up in my account."
At first I thought this was odd, since any time I've ever needed a refund, the business simply runs my credit card and gives me a refund receipt. But... I had other things on my mind (surgery, whether I'd be able to work for 3 months... That kind of trivial stuff!)
When the credit didn't arrive after 7 weeks I called. He wasn't in and didn't call back. After several other messages, the person who answered the phone said I needed to talk to the person who handled "accounting." I spoke with her and she said she'd call back.
Minutes later, Jason AND this woman called back. They told me that the contract I signed stated (it did) that I had 3 days to get a refund, and since I came in on the 4th day, that was too late.
I said "so, you're just going to steal my money?"
Response: "you signed a contract."
Well... I don't care how many days passed... When you pay for something and the company doesn't deliver, THAT'S THEFT.
They took my money and delivered nothing.
Subsequent attempts to contact someone reasonable failed.
I'm about ready to file a small claims case. I don't have any problem with that, except it takes a long time and a lot of effort.
Therefore: BEWARE of 24 Hour Fitness. They have no interest in customer service and have cleverly worded contracts to steal your money.
I wouldn't recommend them to anyone. But, if you join, do yourself a favor and READ EVERY WORD of the contract. When I attempted to join in Sacramento, CA 4 years ago, their contract had a clause that said I would pay their legal fees if I were injured and sued them! When I crossed that line out, a huge guy came over, grabbed the contract and said "You can't cross that out!" I said "Only a fool would sign that!" and left.
Guess I should have learned from that.
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