The 24 Hour Fitness chain of fitness gyms is seeing backlash after the company told members that the memberships would be extended as opposed to allowing them to cancel amid the COVID-19 pandemic.
On Twitter, 24 Hour Fitness posted the following message to members:
We’re committed to your health and wellness! Please be assured that our membership will be extended for the same period that our clubs will be temporarily closed.
The message was signed by CEO Tony Ueber.
Members reacting to the company’s policy on social media appeared to want their accounts at least put on hold, if not cancelled altogether.
Important update for members and team members at https://t.co/XCCfuNGuYj pic.twitter.com/zPIMo84HfA
— 24 Hour Fitness (@24hourfitness) March 17, 2020
“Hi! I was just charged for another month, but the gym is obviously close,” wrote Dusty Fohs in response to the announcement on Facebook. “Can you tell us if your employees are getting paid while off? I don't mind paying if they're being supported, but I'd love to know the policy.”
The company was referring customer to a password-protected “resource page” for members.
All call placed to the company’s call centers were routed to a recorded message, which explained that complaints and inquiries should be addressed through the 24 Hour Fitness website.
Member frustrations boiled over when 24 Hour Fitness Closed 450 locations nationwide without giving their members a chance to cancel, according to The San Diego Union-Tribune.
The Wall Street Journal reported Thursday that the company has now drawn the entirety of its credit line as a result of the closings.
