New York Sports Clubs (NYSC) Customer Service Issues

Hello, I just realized that your emails were going to my spam folder, so I only saw this email now. I updated my card information last week, but my past due invoices were not charged. When I checked the website, it's asking for my card information again, even though I already updated it. I am concerned about the discrepancies in the charges on my invoices. In February, I was double charged, in March I was charged $74.99 instead of $69, and for the final month and a half of my membership, I was overcharged $[redacted].48 instead of $[redacted].98. Lastly, the cancellation fee was supposed to be $10, but I was charged $25. These incorrect charges amount to over $[redacted] more than what I should have been charged. I have enough funds in my bank account to cover the correct total of $[redacted]. Please address this issue promptly to avoid further complications. Best regards, A.L. Non-Membership ID #[redacted]

As a member of NYSC in Baldwin Place, NY, I must say this gym is the worst in the area. While I've visited other NYSC locations nearby which have been great, the main issue here is the management. Despite paying my dues diligently every month, the specific machines I rely on are consistently broken, and this is not just one or two, but 3-5 machines regularly. I understand wear and tear, but the time it takes for repairs is unacceptable. It could be months for a simple fix like a cable replacement. This lack of timely service indicates a management or company problem. Many members are frustrated, and I have decided to end my membership since I refuse to pay for a gym with non-functioning equipment that stays broken for weeks or months.

I would like to report an ongoing issue at [redacted] 14th Street, Hoboken NJ [redacted]. Repeatedly, the main group fitness classroom has been excessively overheated during summer weather for a cross-training class on Sunday mornings, posing a safety concern. It appears that an instructor left the heat on overnight after Saturday class, despite being advised not to. The front desk attendant on Sunday mornings seems to forget to check and adjust the air conditioning as needed. This negligence is unacceptable for a high-intensity workout environment. I am seeking a resolution to this matter and expect to be informed of how it will be addressed promptly.

I signed up for NYSC in January during a promotion where referring a friend would give me a $50 credit. This credit should have covered two months of my $25 membership fee. However, the manager, Sally, failed to deliver on her promises. Despite multiple assurances, the free months never materialized. After contacting HR, I discovered that Sally never recorded the promotion on my account. While I did get May's fee waived, June's charge was incorrect. On top of the billing issues, Sally displayed unprofessional behavior towards me and my friend at the gym. I believe Sally is unfit for her managerial role. I am requesting an immediate refund of $25.

I canceled my wife's and my membership about two months ago, but it seems it was not processed as I am still being charged. I followed all the required procedures for cancellation and submitted the necessary paperwork at the NYSC in Rego Park, NY. Unfortunately, they seem to have misplaced it. I believe I should not be responsible for these additional charges due to their error. When I spoke to a lady on the phone from the RFD cancellation department, she was unhelpful and rude. She was supposed to follow up with me, but it has been two days, and I have not heard back from her. I hope to receive a prompt response from your team to resolve this matter. Thank you.

I have faced harassment from new staff at the gym because my aunt and I work out together. Despite addressing concerns about previous trainers not considering her medical history and needs, the problem persists. We have both been loyal members of the Clifton gym for over a decade. The situation was escalated when the general manager provided false corporate phone numbers, asked me to leave during my training session, and embarrassed me. This treatment is unacceptable towards members. I, Luis P., along with my aunt Bertha S., demand immediate resolution to this issue.

Hello, I have recently transitioned my membership from NYSC White Plains to NYSC Hawthorne due to personal training classes and upcoming surgery. Despite having my account on hold since April, I was mistakenly charged $[redacted] from NYSC Hawthorne for personal training. This occurred even though I have 4 classes on hold and have not been able to utilize them due to my surgery. I have been struggling to get a refund and despite providing two medical notes, NYSC has not been cooperative. The back-and-forth communication with them has been frustrating, and I urgently need this matter resolved. Please contact me at [redacted]. Thank you.

I signed up for NYSC in Nesconset, New York on January 15. My brother is also a member there. Previously, Scott, the manager, mentioned that if my brother and I used the same credit card for payment, we would each receive a $50 credit, totaling $[redacted]. However, I have yet to receive this credit. Despite speaking to the new manager on nine occasions, I have not had any luck resolving this issue. The new manager reassures me that I will receive the credit but does not know why it has not been processed yet. It has been over 90 days since I joined, and I am still waiting for the promised refund. My name is Nicole Schneider, and my brother's name is Christopher. I expect to receive the $[redacted] credit as Scott assured us, or else we will have to consider canceling our memberships, especially considering my brother's long-term membership with NYSC since [redacted].

To whom it may concern, My spouse and I have been members of NYSC for over 16 years. Recently, the staff informed us that the babysitting service at 76th and 1st will be discontinued as of July 1st. This decision is unacceptable and seems like a poor choice for the company. This neighborhood is predominantly filled with young families, many of whom are NYSC members, including us. We have been bringing our kids to the gym with us since they were 6 months old; they are now 7 and 9 years old. The childcare service is crucial for parents to exercise while ensuring their children are supervised. It is a vital service for young mothers and fathers, offering them the opportunity to focus on their well-being for an hour a day. Many parents, including myself, would be willing to pay more for this service, but no one informed us about any changes. I urge you to reconsider this decision, either by directly communicating with members or adjusting the monthly fee for the service. Please continue to support our community's families by maintaining this service at NYSC. You can reach me at [redacted]. Sincerely, Andrea M.

I am disappointed that after multiple attempts to resolve this issue through emails, I have not received any callbacks. My frustration stems from the unfulfilled promises made during my membership signup process at the Smithtown NYSC branch in January [redacted]. The former manager, Scott, suggested a $50 credit for both my brother and me if we shared the same bank account, a perk that has not been honored. Despite Scott's assurance that the credit would appear within 90 days, it is now June, and we have yet to see it reflected on our card. The club's current manager, who replaced Scott, continues to promise the credit on a weekly basis without delivering. As a loyal member since [redacted], I find this treatment unsatisfactory. Consequently, we have decided to terminate our membership and switch to Ellie Fitness, believing it to be a more reliable alternative. I advise caution to others considering New York Sports Club due to their unkept pledges.

Good Afternoon, I purchased a 3-month contract for 4 personal training sessions per month on March 15, [redacted]. I agreed to a $[redacted].00 cancellation fee if I ended the contract early and understood I needed to provide a 30-day notice. In early May, I told my trainer I wanted to cancel after the 3 months and asked for guidance on the process. I reminded my trainer in mid-May and ensured I was following the 30-day notice period. Unfortunately, on June 14, I was charged the $[redacted].00 fee. When I inquired about this, I was told it was because May had 31 days and my trainer ended my contract 1 day early. I had asked my trainer to handle the cancellation correctly to avoid this fee, so I am disappointed with this outcome. I am seeking a refund of the $[redacted].00 fee. Best, L.L.

On Tuesday, May 29th, I visited the NYSC on 94th and Broadway in NY. As a college student athlete interning in NYC for the summer, I needed a place to continue my training. Upon entering, I asked about a membership for June and July, and was offered a $1 sign-up deal with June free and July for $39.99, with the option to cancel. I recently discovered a $39.99 charge on my credit card on June 15th, allegedly an annual fee not previously disclosed. Despite numerous attempts to reach out, I was informed of a 45-day cancellation notice requirement, never mentioned during sign-up. I tried contacting Mitchell on June 28th, and Miguel mentioned Carter would follow up, but I'm still awaiting a response. I believe I was misled about the membership terms and feel I was not given all the necessary information to make an informed decision. Can I receive confirmation that no further charges will occur, and I can access the facility until July 31, [redacted]?

My monthly fee was recently increased from $16.72 to $26.72, but last month, $41.72 was wrongfully deducted from my account without permission. I contacted my gym on Kingshighway twice. On the first call, I was promised a callback, which never occurred. During the second call, I had a negative interaction with Club Manager Adrienne, who was unprofessional, rude, and unhelpful in resolving the issue. She was aggressive and did not allow me to speak, leaving me considering canceling my gym contract. I urge the gym to replace Adrienne with a more friendly and competent manager. The customer service experience was shocking, and I request a call from a supervisor to address the situation promptly. I have proof of the overcharge and can provide it upon request. My bank details have not changed, and there should not have been any overdraft fees. Please contact me promptly for resolution. - Franziska W.

My monthly fee was recently increased from $16.72 to $26.72. However, last month, $41.72 was deducted from my account without permission, which was incorrect. My experience contacting the gym on Kingshighway was disappointing. During the first call, I was promised a callback that never occurred. In the second call, I encountered an unprofessional club manager named Adrienne. She was rude, yelling, and not helpful in resolving the issue. This left me considering cancelling my gym membership due to the poor treatment received. I urge the club to replace this manager with someone more friendly and competent. The communication with customer service was shocking and I expect a prompt response from higher management. I am eager to provide proof of the incorrect charges and seek a resolution swiftly. Thank you. - Franziska W. Email: [redacted] Phone: [redacted] Address: [redacted] Brighton 3rd Street apt306, Brooklyn, NY [redacted] Lucile Roberts ID: 353W13780

I am reaching out to address an outstanding $37 balance recently handed over to Central Credit Services. I was a member at NYSC on Staten Island for 16 years, where my husband and I also paid for our daughter, Liz's membership to support her health due to her special needs. Due to Liz not using her membership, I decided to cancel it. Despite attempts to resolve issues about cancellations during weekends, I faced challenges reaching out to staff until I met Ivy, who promised assistance that never materialized. After canceling the memberships, subsequent issues arose, including unnotified fee increases. Conversations with employees like Aaron White and Larry led to assurances that the memberships were terminated, yet numerous unauthorized debits continued. Despite providing proof of cancellation, my daughter was unfairly sent to collections following unauthorized deductions. I seek prompt resolution to this matter. Thank you, Holli Bon 27 Stonecrest Court, SINY [redacted]

Hello, I've been a member of NYSC for 4 years. I initially joined during a $20/month promotion at the Morris Park, Bronx location. I recently moved to Astoria, Queens, and visited the 30th Avenue NYSC to inquire about my membership. I was informed that my rate had increased from $20 to $30, and my fiancé, who joined with a $25/month promo, is also paying more now. The new price for the Astoria location is $40/month, which seems unfair considering the lack of a pool compared to the Morris Park site. I was blindsided by the price hike and felt disappointed by the poor customer service. The staff member didn't address our concerns properly and failed to show us around the gym as expected. We feel undervalued as loyal customers and are dissatisfied with how this situation was handled. Moving forward, we hope to find a resolution regarding our membership rates at the Astoria location.

I used to be a member at the Springfield NYSC branch with a passport membership. I have been trying to cancel my membership since early April [redacted]. Initially, I was informed that I could only cancel in person, so I made multiple trips to the branch but was unsuccessful due to the absence of a Manager. After trying to cancel over the phone, I was advised to send a certified letter to the branch. Despite sending the letter, my membership was not canceled. In June, I managed to find someone who helped cancel my membership, but I was instructed to contact the branch to clear the past due balance that had accumulated during my attempts to cancel. After numerous attempts, I finally spoke to the Springfield branch manager who initially said he couldn't help, but then agreed to reverse the charges. Unfortunately, I received a call from a collection agency indicating that the issue was forwarded to collections, which is unacceptable as it could negatively impact my credit. Despite reaching out to the corporate office and customer service, I was unable to resolve the matter due to the unavailability of a manager at the branch and lack of support from customer service representatives.

I signed up at the NYSC in Mamaroneck, NY today around 2 pm. While exploring the gym, I unexpectedly fell due to missing steps. Despite breaking the fall with my hands and feet, now my ankles hurt. The club manager mentioned an incident report was done, but I didn't see it. Unsure of the extent of my injuries, I am waiting for my doctor to order x-rays at Westmed in Rye, NY. Wondering about the right steps to follow and concerned about medical expenses and legalities. Grateful for any guidance. - K. Munz, Mamaroneck NY

I am experiencing a significant problem with the service at a NYSC location. I have raised this issue with management in Brooklyn, and they have informed Regional management. Unauthorized charges on my credit card and harassing emails from a representative at the Grand Central, NYC location have been ongoing problems. Although the issues were addressed and my account was moved to the Brooklyn location, it has remained inactive. The recent departure of the Brooklyn manager has caused delays in resolving the situation. Despite being assured that my account would be charged on the 1st of the month without any problems, issues have persisted. Unexpected charges have been made, and I feel that my trust in providing my debit card details has been violated. The experience at the Grand Central location is upsetting, and I am considering cancelling my membership or taking legal action if the problems continue. I plan to lodge a complaint at the Brooklyn NYSC to address these issues and request no further contact from the Grand Central location. I am deeply disappointed by the lack of professionalism and the distress caused by this situation. Thank you for your attention to this matter.

I need assistance with my gym membership issue. I joined over three years ago but froze it during my college years. Despite trying to cancel, I was still charged various fees. After being wrongly charged again, I attempted to cancel by phone and later by letter through my father, but the cancellation was not processed. Upon returning home to cancel in person, I was informed a manager was required to do so. Unfortunately, I couldn't reach a manager, so I had to deactivate my card to stop further charges. I'm now seeking to get these charges refunded. Despite explaining to the current general manager, no action has been taken. I even received a threat about reporting my bills. I'm hoping for resolution via email communication.