Cons: No service, they don't care about you, they just want your money.
I originally signed up at Linda Evans. I paid $17 for dues and $20 a month for the kids club for 2 kids. 24hr took over and the problems started.
They wanted to renovate the club, but didn't realize it was too small for their plans, duh! So classes were canceled for two months while they did nothing to renovate the club. It just sat there, while we had to go to the other clubs to take classes.
They couldn't get my dues correctly entered in the computer (how hard is that???); they messed up my kids club payment; then after promising that they would not close the club after they took over, they closed the club with no response to our 200 signature petition telling them that if they would keep the club open, we would pay $5-$10 each more a month in dues.
I decided to try the facility over on Hillsdale in San Jose, but they still didn't have my dues and kids club payment set up correctly and told me that I had to buy their stupid card for the kids club when they had already debited my account for the month.
The manager treated me like I was trying to get free babysitting and that I was breaking the rules. I gave him a copy of my contract showing that I had the kids club payment set up. But he wouldn't listen or even treat me like a paying customer. He didn't even try to help me resolve the problem. When I threatened to quit, he immediately said, "I'll set that up for you." He just wanted me to go away and stop bothering him.
I later found out that a friend had her payment set up correctly and they were honoring her kids club agreement! How hard is it to enter my payment in correctly? Obviously it was too hard because they would not honor my contract and would not set up my payment correctly! I had to quit!
When I called their member services number to quit, they gave me another number to call. I called the other number, waited on hold for 12 minutes to have someone finally come on and tell me all their systems were down. I asked if the whole companys systems were down, and she said, "yes." WHAT A LIAR!!!!!!!!!!!!
I called member services again and got a rep in less than 1 minute (by not choosing the cancel your membership option) and she was able to cancel my membership right away!
This company is full of liars and people who don't care. They just want your money without regard for you. They don't want you to come workout because it puts wear and tear on their machines that they have to pay to fix.
I think they closed down the club because it wasn't making "enough" money. With over $63 million in net revenue, they must be hurting, eh? But they only counted memberships that were bought at that club and not the dues from other members that were coming to the club, but that had signed up at other clubs.
I've had so many frustrating and horrible experiences with trying to work out the club. You have to wait in line to use a cardio machine (since they closed the Los Gatos club the Hillsdale club is overcrowded).
You have to come at least 15 minutes early to any class and run to get a spot or you won't get a bike or a step and you'll have wasted your time in coming to take a class because they won't have room for you.
But if you have kids, you have to come right when the kids club opens or you might not get your kid in and then you have to wait and miss your class. Sometimes they only have 1 person working in the kids club and they refused to call another person to come in! They refused to let a nurse watch her own kids and a friend's kids because "she hadn't gone through their certification." Come on.
The floor in the Group X room is filthy dirty. Why can't they clean it? The fan is even worse and they only have one in there. When the next class comes in, it's already hot and stinky smelly, yuck!
In dealing with all these problems, I've written two letters to Mark Mastrov the President, with NO response! I've spoken with his executive assistant and she either refers me to someone else to just tells me they are working on it. Meanwhile, I get NO response! What else can I conclude other than that THEY DO NOT CARE!
Obviously they suck at communicating with their customers, but I've also noticed a total lack of communication inside their company. When they closed the Los Gatos club, the members found out before the staff at the club found out! Any effort to try to fix things or make things better had to be "oked" by corporate. I felt like they treated their employees like stupid idiots.
All in all, I strongly urge everyone to never set foot in 24hr fitness. Save yourself the frustration and go somewhere where they will treat you like a paying customer.