New York Sports Clubs (NYSC) Customer Service Issues

Hello, I was a member of Tapout Fitness at West 32nd in NYC which was acquired by NYSC. Since June [redacted], the West 32nd location has closed permanently, and I am now a member at the Hells Kitchen NYSC. I've been trying to contact the club for assistance as I don't have an NYSC member card. Despite reaching out to the business director, Arzu Kaner, and attempting to call the club, I haven't received any response. My name is Giedrius Rimkus, email [redacted], and phone [redacted]. My Tapout agreement # is [redacted]. Since I was unable to visit the NYSC West 32nd location after the acquisition, I don't have a valid member card. I'd appreciate guidance on obtaining one. I also had two previous NYSC accounts under my name which are no longer active. Please reach out if clarification is needed.

Every few months, I encounter a recurring issue of unauthorized charges on my New York Sports Clubs Elite membership account. Despite having the Elite membership for access to any gym at any time, I still get charged for various fees such as peak usage fees and an unclear $40 usage fee. I have previously had charges reversed after speaking with a representative, including the latest annual fee of $49.99. However, the phone number provided to have this fee waived no longer works. I would appreciate it if the total of $[redacted].99 in charges could be reversed or credited back to my account to address this ongoing problem. For any further assistance, please contact me via email or phone. Thank you.

Subject: Billing Concerns and Membership Cancellation Dear New York Sports Club, I am writing to address a billing issue and membership cancellation concern. I cancelled my membership at the 116th street and 5th avenue location in January [redacted] due to financial constraints while I was in college. Despite the cancellation, I have discovered unauthorized charges totaling $[redacted].80 on my account from September to December [redacted], which have caused it to go overdrawn. This has been especially problematic during the pandemic while residing in Arizona after moving out of state in August [redacted]. I have been unable to resolve this matter with your company through phone communication as advertised dues were supposed to be on freeze due to the pandemic. However, I seem to have been an exception to this policy. I kindly request a refund for the months I was incorrectly charged, as I have not been a member since January [redacted]. Please find my updated address information below for your records: Former Address: Michelle Rigg [redacted] West 120th Street, [redacted] New York, New York [redacted] New Address as of August [redacted]: Michelle Rigg [redacted] N. 17th Street, #2 Phoenix, AZ [redacted] I trust that this matter can be resolved promptly and look forward to your assistance in rectifying the situation. Thank you, Michelle Rigg

I have been a member at the New York City sports club's Fifth Avenue at 115th St. location in Harlem. Following the pandemic, this branch closed permanently, freezing payments. Despite my attempts to cancel my membership, I have not received any response. Furthermore, charges continue to appear on my credit card for a closed facility. I am requesting an immediate cancellation of my membership and a full refund for the months I was unable to access the club. If this issue is not resolved promptly, I will report it to the Better Business Bureau and my credit card company. Your prompt attention to this matter is greatly appreciated. Best regards, D. M.

In March, I called to suspend my account with a representative. I was informed that I needed to visit in person to cancel, which I preferred not to do. They mentioned I could suspend for up to 12 months. In September, my account was unfrozen without my approval, and the club did not notify me directly. I did not receive any emails or calls about the account reactivating and payment resuming.

Hello, my name is Marsha Hui-Tsang. In mid-February, I tried the NYSC 1-day free trial at the downtown branch located at [redacted] Broadway. After deciding it wasn't for me, I attempted to cancel my membership without success. Despite reaching out to various staff members and sending an email to the NYSC manager on 2/28/20, I received no responses. Finally, on 4/10/20, after filling out a contact form online, I heard from NYSC's Regional Business Manager, Francis Lagaret, on the same day. Due to the pandemic and gym closures, Francis confirmed my membership was frozen with no charges until clubs reopened. Although the email mentioned unlimited access if I chose to remain a member, I interpreted it as confirmation of cancellation. However, on 1/5/21, NYSC resumed charging me $99.99 monthly, relocating my membership without notice. Despite my attempts to contact them by phone and through the online form (which now requires a member number), I have been unsuccessful in addressing these issues. I am hoping for assistance in resolving this matter. Thank you for any feedback you can provide. Sincerely, Marsha Hui-Tsang

I have been a member for over 40 years, starting with European Health Club, which later merged with Holiday Spas, and then with Jack Lalane, Bally's, Tap Out, and now NYSC. Despite the various name and location changes, my annual renewal fee of $[redacted].00 has always been honored. Due to gym closures during the pandemic, my original site permanently closed. I visited another site and paid a prorated membership fee on Sept 21, [redacted], being assured access to all remaining sites as a paid-in-full member. However, on Jan 14, [redacted], I was informed my membership was canceled, even though I had already paid through April [redacted]. Despite my efforts and discussions with Alexandra and Tristan at the site, my ongoing membership continues to be refused. My membership ID is [redacted]71. I am looking for a satisfactory resolution to reinstate my membership.

I have been charged $[redacted].00 on my Mastercard for personal training on my January [redacted] bill. I stopped my personal training in March [redacted] due to Covid-19 and have not used my membership since. I am 70 years old and do not plan to return to the club in Long Beach until I feel safe, which might be another year. I never agreed to transfer my membership to the Oceanside club where the charge was made without my consent. I have tried to resolve this with the club's employee but was told my money would be held until I resume training. I find this unacceptable and would like to escalate this issue to corporate. Thank you.

After canceling my membership three days into the 10-day trial period, I have not received my refund as promised. I visited the gym for a one-day free trial and the manager convinced me to sign up, assuring me of a 10-day cancellation window with a full refund. Feeling pressured, I provided my card details. Shortly after canceling within the trial period due to the gym's poor condition and unfriendly staff, I was told by the manager over the phone that my cancellation was confirmed. Despite waiting for weeks, I did not receive my refund. When I called the gym, they informed me that it was not processed but assured me they would get back to me, which they never did. After reaching out again, I received an email stating the cancellation was online and no further charges would be applied. This situation is unacceptable. The manager acknowledged my cancellation during the trial period but failed to issue the refund promptly. I am disappointed and will share my experience with others until the refund is processed.

Hello, I am inquiring about the closure of the NYSC near Hoboken Station. Despite this, my membership fee was deducted from my bank account. I did not intend to automatically renew, and I specifically want to remain a member of the club near Hoboken station only. I have tried contacting NYSC to cancel my membership, but have been unable to reach them during the Covid-19 closures. If my membership is still active, I would like a refund for the subscription fees from January [redacted] to June [redacted]. Since I chose NYSC due to its proximity to my home, the closure of the location near me renders the membership unnecessary. Furthermore, I relocated to another state in April, making it impossible for me to visit in person to cancel my membership. I kindly request assistance with this process online. Thank you.

I have been a member of NYSC since [redacted] until [redacted] with a membership fee of $29.99. Recently, I discovered they raised my fee without my knowledge and are investigating when this occurred. Despite my husband transferring his membership in [redacted]/[redacted] for $19.99 to our son, we have been continuously charged $79 despite canceling twice in person at our oceanside location. We believe we have been overcharged thousands of dollars and require a detailed billing statement. If this matter is not resolved promptly, we are prepared to take legal action. We have a meeting scheduled with a manager at the Oceanside, NY branch tomorrow but are uncertain about the potential resolution. Looking for assistance on this urgent matter.

I recently added two more people to my account about two weeks ago. Initially, I was informed about a one-dollar charge for the first additional person. However, yesterday I received multiple calls indicating a $[redacted] charge which my bank denied. Feeling misled by the sudden increase, I decided to cancel my membership and completed the necessary paperwork for the same. Despite this, I received an email stating that my membership won't be canceled until I provide a new card number over the phone, which I feel is overly pushy. Moreover, I experienced issues due to the staff turning off lights in the locker room early, leading to safety concerns and an injury last week. The subsequent repeated calls within a short span, coupled with the pricing discrepancies, have left me dissatisfied and I strongly request immediate cancellation of my membership as per the submitted paperwork.

I placed my membership on hold from July to December, encompassing the entire month of December. In late November, I contacted NYSC to notify them that I intended to discontinue my membership and requested to cancel over the phone. The representative informed me that I needed to cancel in person. During our conversation, it was confirmed that my membership was frozen for December. However, on December 3rd, I noticed a charge to my credit card for the month. When questioned, NYSC stated they could not refund me as my membership had only been frozen until December 1st. This contradicts my understanding. The supposed general manager, Stacey Sergio, stated there was no mistake on their part as their records indicated the freeze was until December 1st. Despite expressing my dissatisfaction and requesting a refund, I was denied. Subsequently, I canceled my membership over the phone and was abruptly hung up on. I called back to request assistance from another manager. My experience with NYSC customer service has been disappointing, with unhelpful managers, additional charges, and a lack of flexibility in resolving issues.

I paid my dues for December in full. Following new mask requirements in Albany, NYSC now mandates everyone to wear masks. As a fully vaccinated individual with a booster shot, I find it challenging to work out with a mask on. I have two inquiries: first, why isn't NYSC adhering to the mandate that exempts fully vaccinated individuals from wearing masks if their vaccination status is verified? Second, if NYSC continues to enforce mask-wearing only, how can I obtain a refund for the unused portion of the month?

Hello, I recently had a trial membership for 5 days at 23rd Street & Park Avenue in Manhattan, New York. On my third day, a salesperson named Betty disrespectfully denied me entry, stating, "Anyway, you'll sign in, why do you need it?" This behavior is unacceptable for several reasons: it's not her place to question me, I have the right to access the facility, and individuals should be treated with respect. This issue needs immediate attention as this kind of attitude could drive potential clients away. The management needs to address this and ensure that this kind of behavior is not tolerated. I was told there was no manager available to speak with, which is troubling. This situation is simply outrageous and needs to be resolved promptly.

I recently had a trial membership for 5 days at a location on 23rd Street and Park Avenue in Manhattan, New York. On my third day, I had an unpleasant encounter with a salesperson named Betty who was disrespectful and wouldn't let me in, questioning why I needed access. It is not her place to interfere, as it is my right to enter the premises. The staff should treat customers with respect. This issue needs urgent attention. It is unacceptable for someone in a sales role to behave in such a manner, potentially driving customers away. The management needs to address this promptly. I was told there was no manager available to speak to, which is unacceptable. This situation is frustrating and must be resolved promptly. The reviews of this establishment seem to confirm my experience.

Dear Sir or Madam, I had my membership frozen until the end of December [redacted]. On January 4, [redacted], I contacted the NYSC Whitestone branch to freeze my membership for the year. However, I didn't receive the email notifying me that my [redacted] freeze was expiring soon. Upon checking my account online on January 5, [redacted], I noticed a notification about an issue with the email they had on record for me. I contacted the NYSC Whitestone location on January 4, [redacted], to freeze my membership for the year as previously discussed where I was informed about the $5 monthly freeze charge and the upcoming yearly fee in March. To my surprise, on January 5, [redacted], I saw a charge of $41.79 on my credit card for January. I have not been able to use the gym due to the vaccine mandate, so I am requesting a refund of $41.79 to my American Express card. My membership was frozen on January 4, [redacted], for the year, and I hope for your cooperation in crediting my account appropriately. Sincerely, Betty R. Passport Id: [redacted] [redacted]

I have observed the new sports club manager, Christina, displaying rude behavior towards members and staff at the New York Sports Club on 125th street. We have captured videos showcasing her mistreatment of older individuals and members. If necessary actions are not taken promptly, we intend to share these videos on platforms like YouTube and Instagram to bring attention to the situation. It is essential to replace her with a new manager who can fulfill the role competently. After being a member at this gym for 15 years alongside my mom, we deem her as the worst manager ever hired. We hope for swift action to rectify this matter before we proceed with releasing the videos. Additionally, there are recordings reflecting issues within the gym, including the bathrooms, that may lead to member loss. Despite attempts to contact corporate, we have been unsuccessful in reaching them. Thank you.

Hello, Around a month ago, I visited NYSC on 76th Street and 1st Avenue with my Silver Sneakers Membership ID. I was informed that I would likely receive a response from Corporate within 24 hours. After a week, I reached out and got an email from George Lawrence, the Assistant General Manager, confirming my membership is active and expressing apologies for the delay. I tried to sign up for a class at the NYSC location or a Silver Sneakers class on 91st Street but encountered issues with the box not being highlighted, rendering it unavailable. After reaching out to George Lawrence again, I was informed that I would need to purchase the class, which is not supposed to be the case according to my insurance coverage for Silver Sneakers. This situation has been incredibly frustrating.

I had a NYSC membership solely for the Ramsey location, which was terminated on March 13, [redacted], despite being paid through the end of March [redacted]. The Ramsey NYSC branch has since permanently closed. To my surprise, charges on my credit card were reinstated without notice from February [redacted] for a different location - Garnerville. I did not authorize or accept membership for this location, nor have I ever visited there. Kindly refund the incorrect charges from February until May 1, [redacted]. -Joy (Rados) Irvine