New York Sports Clubs (NYSC) Customer Service Issues

I recently moved internationally and believed my membership was canceled. I now reside in France and no longer have a US address. I have been receiving emails indicating my membership was terminated, so I assumed everything was resolved. However, I have been continuously charged for over six months since my move. My membership was at the West 125th Street Harlem NYC branch. I had initially canceled when moving to France temporarily and then later returned to NYC on a month-to-month basis before moving back to France in April [redacted]. I urgently request an immediate cancellation of my membership and a refund.

Hello, I am a former member of your club, my name is Hayato Iki. I would like to inquire about a refund. My wife and I only participated in a free trial in February a few times and did not return after that. I recently discovered that membership fees have been deducted from my account for about a year without any notification from the staff. I believe I am entitled to a refund of the membership fees. Kindly advise me on the process. Thank you, Hayato Iki Facility: Greenpoint [redacted]73

Dear Mr. Chaparro, I want to express my concerns regarding the recent early closures of the swimming pool for the last two weeks. It appears that the pool attendant's absence leads to the facility's closure. I question why the attendant is let go without a backup plan in place, risking inadequate service to club members. If this continues, we may consider requesting a deduction from our membership fees. Furthermore, the steam room has been non-functional for nearly two months. Front desk staff suggests contacting you, yet you are regularly unavailable for inquiries. To improve communication, please consider posting notices at the front desk about issues like early pool closures, non-working facilities, and long-term air conditioning problems in the locker room. Thank you for your prompt attention to these matters. Sincerely, Maria Ross

Hello, I am a member of the NYSC in Ramsey, NJ. Over the past 2-3 years, the club has been deteriorating with broken equipment and 6-8 non-functional spin bikes at a time. Despite these issues, many people, including myself, have stayed because of the dedicated instructors and the individual TVs provided, which are unique to your gym in the area. However, since July, all the TV stations have been malfunctioning. The manager claims she has no control over the station broadcasts. Currently, 50% of the available channels are sports channels, including one solely for horse racing. Many long-time daytime members are requesting the return of CNBC instead of CNBC World. It is unclear why the manager is unable to switch it back, especially when they have done so in the past after storms disrupted the channels. Please consider restoring CNBC and adding channels that cater to a wider audience, such as HGTV or TBS. Your attention to this matter would be greatly appreciated. Thank you, Lynn A.

I submitted two cancellation forms for my membership in October, but I have been facing difficulties with the process. Despite me cancelling both mine and my ex-boyfriend's memberships, the gym only acknowledges receiving one cancellation. In-person visits have been unfruitful as the manager was unavailable or had to leave due to emergencies on both occasions. I have also made several unsuccessful attempts to reach the manager by phone. It has been three months since I initiated the cancellation, and I was even charged an annual fee. As a single parent, every dollar matters to me, and I cannot afford to be charged for a service I no longer use. Thank you for any assistance you can provide.

I am a member of the Philadelphia Sports Club in Center City (18th & Market Street). We frequently experience plumbing issues, and currently, we are facing a lack of hot water. Our gym focuses heavily on cardio training and lacks variety like Pilates or yoga classes. Unlike other PSC locations in Philadelphia, we only offer yoga classes in the evenings which doesn't cater to all schedules. A successful gym should emphasize balance, but ours seems to be lacking in proper leadership. It's important for the management to consider incorporating strength and toning exercises to complement the cardio routines, promoting overall health and reducing the risk of injuries.

Around 15 years ago, I joined the Sports Club on E 15th in Brooklyn when it was still under construction. Back then, I was assured that my Passport membership would be around $54 per month and stay that way. However, my fees have consistently increased every year, and now I'm paying over $80 monthly. Despite numerous attempts to reach out to the Customer Retention Department, I have faced disrespectful treatment. It seems like customers are not valued by this company. At this point, I am looking to terminate my membership with the club.

Hello, I am Eric S. I have encountered an issue with a manager at one of your locations. Unintentionally, two accounts were opened online in my name. I visited to cancel one due to a $70 charge for both memberships. Regrettably, one account was not closed as assumed. Subsequently, I was billed $[redacted] for two memberships and annual fees. Upon a second visit, the manager acknowledged the error but failed to cancel the second account. I paid a fee to terminate one account with the assurance of a refund for the other. After contacting today, I discovered one account remains active, the one for which I was expecting a refund. I request an immediate refund of my funds.

I terminated my membership at the NYSC 59th Street location in March [redacted]. Despite confirming the cancellation in August [redacted] after receiving payment reminders, I was unfairly billed for September, October, November, and December. This is unacceptable. I received a bill of over $[redacted] wrongly, which is causing me distress. I urgently request a refund for the erroneous charges. Thank you. Min

I had a troubling experience with a yoga instructor at NYSC in Larchmont, NY named Jonathan Rosa. During class, he yelled at me for moving my legs, even though my eyes were closed on the mat. He demanded I leave, showing no respect for me as a 68-year-old member of 20 years. This behavior made me feel unsafe and excluded from classes I paid for. Jonathan Rosa's actions were unacceptable, especially for someone in his position. I, Vincenza Madonia, am also a yoga teacher, and I would never treat anyone that way. His conduct has disturbed me greatly, and I hope the necessary steps are taken to address this issue promptly. Thank you for your attention to this matter. Pass #: [redacted]

Member ID: [redacted] I enrolled myself and my son, Christopher, at the Hicksville, NY facility at a monthly rate of $19.99. However, the charges have increased without notice, but after reaching out, it was corrected. Lately, there have been recurring incorrect charges for both my son and me. Despite assurances of adjustments, my son is now being charged $29.99. When I contacted the corporate office and spoke to Kerry, she was dismissive of my concerns. As someone in customer service, I find this treatment of paying clients unacceptable. Kerry mentioned there was nothing she could do. Is this the standard business practice? How can you attract and retain members with such customer service?

Dear NYSC, I am Veronika Z., a member with member number [redacted]58, seeking assistance with my membership at the NYSC location on [redacted] W 32nd St, New York, NY. I have been a member since my time at TapOut Fitness, with a monthly payment of $29.00. Recently, the NYSC increased my monthly fee to $49.99 without any prior notice. In December, I was charged $49.99 on the 9th, followed by another charge of $64.99 on the same day, and an additional charge of $64.99 on 12/29. I am confused by these multiple and unexpected changes in charges. I have reached out to Avi at the NYSC for an explanation, but have not received a satisfactory answer. Please assist me in understanding these charges and consider canceling my membership as I am facing financial difficulties due to these unexpected fees. Thank you for your help.

Dear Sir/Madam, I cancelled my membership at NY Sports Club Morris Park on December 29th. I left a written letter with the front desk customer service agent, requesting them to pass it on to the Manager. I have a copy of the letter for my records. However, I have not received any confirmation from the Manager regarding my cancellation. My membership number is [redacted] and I would appreciate your prompt assistance in canceling it. Thank you, M. Aguiar

I have been a member of NYSC for over 20 years. I had the passport membership at the price of $59 a month, then changed to the Suburban Passport for $29 a month as advised. Recently, my membership increased to $49 a month, which has left me feeling frustrated. The whole reason for the downgrade was to save money and only pay for what I use. Seeing the price continuously rise makes me question if it's worth it. If it keeps increasing, I might as well have stuck with the original plan. I feel misled and am thinking about canceling my membership. I hope this feedback can be considered as I explore other gym options.

I am George Douglas Torian and my NYSC membership ID is #[redacted]. I would like to address an issue I encountered at the club in mid-November regarding canceling my membership due to an upcoming benefit from my insurance company, UnitedHealthcare. Despite sending emails to Lula Detres on 11/15/19 and having phone conversations discussing the process, my membership was not canceled as agreed, and I was billed on 12/28/19. After speaking with Mitchell Ugwuezi, who has been helpful, I am still awaiting a resolution. I believe Lula would benefit from customer satisfaction training and a better understanding of the business model in retaining current members. I kindly request a credit of $59.99 to my American Express card for the charge on 12/28/19. Thank you for your attention to this matter. Sincerely, G.D. Torian

The exercise studio on the upper floor in White Plains, NY, is consistently cold despite the thermostat reading 64°F due to being near a sunny window. The actual temperature in the room remains around 45°F, which could lead to potential injuries. This issue has persisted for five years, and today it was exceptionally unbearable. Numerous complaints to management by other patrons have not been addressed adequately over time. It is crucial for the thermostat to be relocated and additional heaters to be installed if there are wiring problems in the building. Such conditions are not safe for exercising and must be rectified promptly.

My wallet was stolen in October [redacted], and I promptly informed the gym to remove my card. However, NYSC Astor Place has been charging my old card multiple times and trying to impose a $15 decline fee. This issue persists despite my attempts to address it with the gym. Additionally, as a NYU employee, I was supposed to receive the corporate rate of $79/month, but I am still being charged the old rate of $[redacted]/month. I urge the gym to address this problem promptly, or I may have to cancel my membership. I have email documentation detailing my communications with gym staff regarding this matter. Thank you, KC Trommer Member number [redacted]

Dear Sir or Madam, I was a member of NYSC UES Manhattan (76th street East) and signed up for private training, which I canceled after 2 months but kept getting charged until July despite stopping lessons in November. I contacted Mr. Zachary Hymen through phone and email, and even visited him in person to cancel my membership and lessons. However, I was charged mistakenly from November [redacted] to July [redacted]. Mr. Hymen promised a refund, but despite my attempts to reach him by email and phone since January [redacted], I have not received any response. I am frustrated and seeking help to resolve this matter without resorting to legal action.

I am a member of the Marlboro, NJ club. I recently turned 65 and am now covered by United Healthcare's Renew Active plan that pays for my gym membership (NYSC). When I tried to switch my membership, I was informed about a 45-day notice requirement and a $10 cancellation fee. As a retiree on a fixed income, I believe it is unfair to be charged during this period when the club will still be paid by UHC. I want to continue as a member, but I am considering moving to another gym if these fees cannot be waived. Please address this promptly as I am currently being billed for my membership despite being eligible for coverage under Renew Active. Thank you, -L.G.

On January 2, [redacted], I visited your website after seeing a special offer for an annual membership for $69.99. Upon visiting the Marlboro site, I encountered a woman who insisted that the membership cost was $69 per year plus additional monthly fees. She misinterpreted the email confirmation I received which clearly stated "Congratulations on purchasing a neighborhood commitment $29.99 Annual fee $69.99". Despite my attempts to clarify, she dismissed me and even involved the manager, Phil, who was equally dismissive and unhelpful. I was asked to leave the premises under threat of police involvement. I feel misled by your advertisement and mistreated by your staff, and I seek clarification if you will honor the advertised price of $69 plus tax for the annual membership.