Town Sports International Customer Service Issues

I've been a member of Total Woman Gym for nearly five years, and I've noticed a decline in the gym since Jeanie became the manager. Today, when I arrived, Jeanie made a loud and inappropriate comment about the children in the kids club. Her behavior towards the kids and lack of professionalism were unacceptable. I recall a similar incident a few months back when she was rude when I brought my children to the kids club. When I addressed the issue with Jeanie, she dismissed it with a laugh. This behavior is not excusable. The assistant manager, who had previously acknowledged that Jeanie's behavior was inappropriate, stayed silent when confronted. I have never had problems at the gym before, but this incident was truly disappointing. Jeanie needs to be held accountable for her actions, especially towards children.

While using the machine at the gym, I was interrupted by Leandra Faber, claiming to be the store manager, asking me to give it up to another person waiting. I was texting while on the machine and had to reply to a business message, which she found unacceptable, stating I was not using the machine for its intended purpose. I questioned if there was a policy against phone use for members. She seemed to imply that I could risk losing my membership for wanting to use my phone. I felt her manner was rude and wondered if it was due to my Asian background. This was a very negative experience, unlike anything I've ever encountered before.

I am writing to formally request the immediate cancellation of my personal training sessions with L.A. Fitness. Despite my efforts to reach out to customer service, as well as the local gym and Irvine location looking for Armando, I have not received any assistance in resolving this issue. When I visited the Pembroke Pines, FL location on September 26, [redacted], I was unable to get help due to the staff operating out of portables. On June 24, [redacted], I unknowingly entered into an annual contract for personal training services totaling over $8,[redacted].00, which is not financially feasible for me as a single mother. The salesperson did not disclose the total cost during the transaction, and I believed the $[redacted].00 I paid was a one-time fee. However, I have been charged $[redacted].00 and $[redacted].00 monthly. Having been a loyal customer since [redacted], I always pay for services upfront and was not expecting these charges. I can be reached at [redacted] to discuss a fair resolution to this matter. Member QRNG300VJWH

On 11/4/18 at the NYSC in Long Beach, NY, I encountered a young woman who repeatedly played loud music in the pool area. Despite my complaints, an employee only listened to her side of the story. This led to a misunderstanding with the police where she falsely claimed to feel threatened. Although no charges were filed, the club's management then terminated my 14-year membership without considering my perspective. I feel unfairly treated compared to how they handled other members' complaints. There seems to be a double standard at play. I question if the outcome would have been the same if the situation involved a different member. I value free speech and due process and believe I was not given a fair opportunity to explain my side of the story. I hope the club reconsiders and reinstates my membership to preserve our long-standing relationship. Thank you. - William F.

As a longtime member of NYSC, originally at 86th Street and now at 91st Street, I support the renovations at the Elite clubs. However, a $10 monthly fee increase starting this December is concerning. The renovations at the 91st and 76th Street clubs will disrupt our workouts. With many fitness options in our area, the UES NYSC/TSI clubs risk losing members permanently with the fee hike during renovations. Offering a one-month free guest membership does not address current members' concerns. To keep us engaged, a free month of membership or a $10 monthly rebate during renovations would be appreciated. If you are not the appropriate staff to address this, please provide information on who can help. I emailed Patricia Curran and Ryan Pastore on 11/30 but have not received a response as promised.

Hello, I am a BSC member and have seen my monthly rate increase from $19.95 to $49.95 in just 3 years, which I find unreasonable. Moreover, the yearly rate that was meant to keep my premiums fixed has also increased from $29 to $39 without any prior notification. I never received any emails about these rate changes beforehand, and they simply appeared on my credit card. I am concerned about the lack of communication regarding these increases. I was informed that if I inquire within a couple of weeks, my rate could be lowered back to $39.95, but the process might take several months, leaving me paying the higher rate in the meantime. I find this situation unacceptable. My membership number is [redacted]. Please address this promptly and contact me via email. Thank you, Mark B.

I am a member of the Placentia Total Woman Gym & Spa and have been since it opened. While I've dealt with the closure of Brea and the increase in members, I can no longer tolerate the deteriorating condition of the facility. I had left in early [redacted] due to the locker room smelling of urine, lack of classes that interest me, worn-out equipment, and only 4 out of 10 treadmills having TVs. Despite being enticed back with reduced membership fees and promises of renovations, nothing has changed after several months. Many employees have also left and seem unhappy under the new ownership. I am wondering when the promised improvements will occur, or if I should consider looking for another gym.

On November 29th, I, Miguel A. Madera Sr, visited the New York Sports Club at [redacted] Main Ave in Clifton, NJ to cancel my membership. The manager, Tenisha Vasquez, requested updated debit card information for the cancellation process. I agreed to pay for November and a $29.99 cancellation fee. However, I was charged $[redacted].20 on December 15th without my authorization, and my account was not closed as agreed. Despite multiple attempts to reach out to management via phone calls and visits to the gym, I have not received any responses. Jim Delawni also failed to return my calls concerning this matter. I have visited the gym eight times since November 29, but have been unable to speak with anyone in authority to resolve this issue.

On November 29th, I, Miguel A Madera Sr, spoke with the Manager, Tenisha Vasquez, at New York Sports Club located at [redacted] Main Ave Clifton, NJ [redacted] in person to cancel my membership. Ms. Vasquez informed me that she needed to update my debit card to proceed with the cancelation. After providing the required information, she mentioned that I would be charged for the month of November and a cancellation fee of $29.99, which I agreed to. However, upon reviewing my account, I discovered an unauthorized charge of $[redacted].20 on December 15th. Despite multiple attempts to contact management, including Jim Delawni, there has been no response. I have visited the gym numerous times since November 29, but no one has been willing to address this issue when I or my representatives have approached them.

I spoke with Brandon from customer service, who informed me that freezing my account during a medical issue would cost $15 per month. However, I later discovered that I was being charged $45 per month for the past 3 months without being informed that each of my 3 memberships incurred this charge separately. My membership, my husband's additional membership, and my babysitting membership were each charged $15 per month. I have tried contacting Phillip Reddy regarding this matter but have not received any response to my emails. I can provide the email thread as proof. I am not seeking a full refund but request a reimbursement of $90 for the charges that I was not previously made aware of. I understand and accept the $45 for the charges that were communicated to me. I believe it is unfair to be charged for services without prior notification. I am willing to discuss this matter with the relevant manager if necessary, as long as there is a prompt response to address this issue.

I was overcharged $[redacted] for personal training services due to a staff member's repeated swiping on the POS system. I was only supposed to be charged $[redacted] for a set number of sessions, as agreed upon. I received sessions worth $[redacted] but did not get the $[redacted] refund for the extra charges. The staff member couldn't reverse the charges, and the business director claimed the charges were valid since I bought the sessions. I disputed the charges with my CC company, but the director insisted the charges were legit. I'm shocked that my dispute was rejected by the director, who printed out my invoices as proof. I have not received the refund yet, and I'm considering escalating this to the Attorney General's office due to the continuous fraudulent charges at this establishment. Please assist me in resolving this matter to avoid further action.

I am writing to formally address the ongoing issues I have experienced as a long-time member of your club. Over the years, there have been persistent problems with the club's computer systems, leading to repeated instances of pre-paid services mysteriously disappearing from my account. Despite numerous assurances of system updates and fixes, these issues have persisted without any proactive communication from the club regarding my account status. Upon discovering a sudden overdue account notice when trying to schedule my monthly service, I was informed of new ownership and yet another system overhaul, all without prior notification. Frustrated by the lack of transparency and continuous errors, I decided to cancel my membership. However, when attempting to obtain corporate contact information, I was met with resistance from a manager named Terri. Although she acknowledged the computer problems and waived the outstanding amount as a goodwill gesture, I am now facing unwarranted claims from a collection agency for the same sum. I never received any billing statements or communication regarding this outstanding balance. Lamentably, my attempts to resolve this issue have been met with further dissatisfaction, leading me to explore other avenues for recourse, including contacting regulatory bodies and sharing my experiences online. I request a prompt response confirming the withdrawal of this unjustified claim from the collection agency to address this matter promptly. -N. A., #[redacted]36-[redacted]

Hello, my name is Janissa Pichardo. I joined Lucille Roberts in Manhattan's Washington Heights in April [redacted]. Despite attempting to cancel my membership over the phone in October, I was advised to do so in person. I visited the gym on October 26, [redacted], where I signed a cancellation document. The receptionist informed me that there were two payments remaining due to a 45-day grace period and a $10 cancellation fee, totaling $29.99 for November [redacted], $29.99 for December [redacted], and the $10 fee. Following this, I received an email on January 9, [redacted], claiming an outstanding balance and a threat to send it to collections. Despite calling and speaking to a receptionist who claimed no record of my cancellation, a supervisor named Shantell explained that the form I signed was merely a request, not a valid cancellation. Shantell further stated that the cancellation did not process due to an expired card, which confused me as they managed to charge my December payment from the same expired card. Now, Shantell says I can proceed with the cancellation, but I am accountable for January, part of February, and the $10 fee. I find this situation questionable and consider it poor customer service from Lucille Roberts.

Dear Customer Service, I have been a loyal member since October [redacted] and upgraded to a yearly membership in November [redacted]. I was assured by staff that my membership would automatically renew at the same rate of $59 per month, but I am currently being charged $74.19 monthly. Despite multiple inquiries through your website, the issue remains unresolved. As this discrepancy is impacting my budget, I kindly request a refund or a pro-rated adjustment of fees. I appreciate your prompt attention to this matter. Thank you, Kamilah R. Sent from my Verizon Samsung Galaxy smartphone

Dear Town Sports Customer Service, I am writing to share my recent experience at NYSC Whitestone, NY, as a member under the name T. L. with the Agreement #[redacted]. During my sign-up process, I paid fees by credit card and received a membership card without being informed about contract conditions, annual increases, membership fees, or cancellation procedures. No paperwork was provided, and the monthly fee turned out to be different on my January statement with undisclosed charges like the annual membership fee on my February statement. Upon canceling due to personal reasons, I was surprised by the 45-day notice and cancellation fee, which was never mentioned initially. I urge for an improvement in the sign-up process, ensuring new members are informed about all terms, fees, and cancellation policies before joining. I am also seeking clarification on whether I am entitled to a refund for the annual fee of $59.99 after canceling my membership on 01/19/[redacted]. Thank you.

I would like to submit a formal complaint regarding the NYSC facility in Croton-On-Hudson, NY. Additionally, I am urgently requesting the cancellation of my membership. In December [redacted], I encountered credit card problems and obtained a new card number in January. By the end of January, it was brought to my attention by one of the receptionists that my payment was considered “delinquent.” Despite attempting to update my card information online and seeking assistance from Craig, I was unable to rectify the situation due to his unavailability. Messages left for him went unanswered. Staff assured me the issue would be addressed, yet I was still charged a delinquent fee and unable to access the gym facilities. Upon discovering my updated card information had not processed online, I corrected it. Despite attempts to reach Craig, I was informed by an unfamiliar "membership manager" that the matter could have been resolved by him earlier. It's disappointing that not only is the club poorly maintained, with numerous inoperative machines, but it also lacks effective management.

I am a member at Lucille Roberts on [redacted] W. Merrick Road in Valley Stream, Long Island. Since NYSC took over, fees have increased multiple times without any improvements to the equipment. Many treadmills are out of order, seat cushions are ripped, and slam balls are in poor condition. I appreciate the need for fee adjustments, but it's disappointing that maintenance and repairs are not being prioritized. Additionally, I observed personal trainers cleaning and doing maintenance tasks, which seems inefficient. I urge NYSC to maintain the high standards expected by members and clarify roles for staff. I have raised these concerns with the gym manager, but little progress has been made. Your attention to these issues would be greatly appreciated.

I am emailing to express my disappointment with the Garnerville NYSC. My spouse and I have been loyal members for years, but we recently quit to join another gym due to ongoing frustrations. We mainly use the pool, but it is poorly maintained and unclean. After a recent swim, my wife fell ill, likely due to the pool's condition. The business's practice of needing corporate approval for everything is inefficient, and the lack of management autonomy is concerning. Unfortunately, it seems that many members are leaving for other gyms without any improvement at NYSC. I have provided my email, but I only expect a response if there are plans to address and improve these issues.

I had a 3-month commitment to personal training with the Washington Sports Club at Gallery Place. I completed my commitment in February and continued with month-to-month sessions until May. I believed I was no longer under contract as I transitioned to monthly sessions. During a move, I paused my training to review my expenses. After discussions with my trainer, I decided to cancel my sessions assuming no more charges would apply. To my surprise, I was charged $[redacted] on July 30, [redacted]. Feeling misled by the situation, I am seeking a refund. Instances like these have led to legal action by the DC District Attorney against WSC for their misleading practices.

I had a membership at NYSC Manhattan, but after moving to LA, I requested a freeze due to three overdue invoices for the membership fees. Upon returning to NY last month, a manager informed me that the issue was being resolved, allowing me to reactivate my membership. Despite enrolling in the elite membership last week, I have been receiving calls from NYSC employees to collect the overdue invoices, despite explaining the situation each time I visit the gym. I reached out to the manager, Johnattan Vargos, for assistance, but have not received any updates. Feeling frustrated by this treatment, I have decided to cancel my membership altogether.