Town Sports International Customer Service Issues

As members of the Silver Spring, MD club for over a decade, we have witnessed a steady decline in the club's standards. Despite a succession of new managers, the needed improvements remain elusive. One major concern is the lack of equipment management, with items scattered and often inaccessible. The time wasted searching for equipment is frustrating. Our loyalty has been mainly due to our exceptional trainer, yet now we face a membership fee hike. This increase is unwarranted given the deteriorating state of the gym, malfunctioning equipment, and the apparent lack of effort to address these issues. It's disappointing to see fees raised without a corresponding improvement in services. Such actions are unsustainable for retaining members. We are now exploring alternative gym options.

I was informed by the general manager at TW gym in Valencia that my membership was ending soon. Even though I didn't sign a new contract, I expressed my desire to renew my membership via email and was informed that there would be no changes. Upon receiving my recent statement, I noticed I was charged a $60 maintenance fee and my monthly payment increased by $20. I have not officially signed anything. Please provide guidance. I prefer not to engage with dishonest gyms, so I will be canceling my membership and cautioning my friends to avoid this situation.

I did not sign the "Personal Training Membership Agreement" because I refuse to agree to a $[redacted] cancellation fee even for serious personal reasons such as illness or relocation, and because any unused sessions will not carry over to a subsequent month. Additionally, I have concerns regarding the liability waiver I signed in case of injury during training. I have already received two sessions with a new, inappropriate trainer due to the absence of my designated trainer. I have contacted the club manager via email to express my refusal to sign the agreement given after the sessions. My main query is whether not signing the agreement will exempt me from the cancellation fee.

Hello, As a member of Boston Sports Club for 5 years, my wife and I experienced an issue with being overcharged without prior notice. I've been working to find a fair resolution and have reached out via email to [redacted] to address the matter promptly. Thank you, Mark Elson Here is the previous email sent on October 23, [redacted]: Dear Ms. Deroche, I previously discussed an overcharge issue with Boston Sports Club at the Wellesley branch due to miscommunication and poor management. Between 01/[redacted]-09/[redacted], my wife, Jeannine Stein, used the Wellesley location weekly while working in the area. Despite asking the front desk staff on two different occasions if the club was covered by her membership, she was assured both times that it was. However, later we found out that it was an Elite club, resulting in unauthorized charges of $20.00 per visit, totaling $1,[redacted].00 additional fees on top of our Station Landing BSC membership. Had we been informed about the need to upgrade our membership for the Wellesley club, we would have done so willingly. I hope we can come to a fair resolution promptly. Sincerely, Mark Elson

Hello Debbie, It's been two weeks since I reached out, and it seems I still haven't heard back from you or any senior manager regarding my refund request. Rebecca mentioned reaching out to the corporate office last year but hasn't received a response yet. This ongoing neglect in addressing my concerns after a year is disappointing. Sincerely, Julie O.

I have been facing a recurring issue at the New York Sports Club on West 80th Street in Manhattan. Specifically, Channel 15 (CNBC) has not been functioning for three weeks now. As someone in the investment business, my morning workout at 6:00 am is crucial for gathering overnight news from Europe and Asia. Despite notifying the attendant multiple times and them promising that the manager Christine would contact me, I have not received any response. The excuse that the cable company is working on it is not reassuring as it should not take this long to resolve. This whole situation is impacting my workout routine as a paying member. It seems like NYSC needs to address these service issues promptly to retain members and stay competitive, especially with other fitness options available nearby.

I have encountered repeated issues while trying to cancel my gym membership at NYSC. The lack of professionalism from the managers is disappointing. I initially signed up years ago in Hoboken, NJ. Despite expressing my need to cancel due to relocation, the manager offered to keep my rate the same and grant me access to elite clubs. After trying to cancel at my current gym, they directed me back to the original location in Hoboken. When I explained the impracticality of this, they instructed me to call instead. Upon calling, the manager refused to cancel over the phone and cited an email regarding a fee increase, which I had not received. The overall experience has been frustrating, with unhelpful managers making it difficult to cancel. I plan to inform others of the challenges I faced to ensure they are aware before joining NYSC.

I've been attempting to cancel my membership at WSC South Bethesda for six months now. Every time I call, I'm told that no one from the membership department or a manager is available. I've been asked to call back in a couple of hours or the next day. I've tried making this call at least 15 times. I'm currently out of town for my son's medical treatment, and it's crucial that I cancel my membership over the phone. This process should not be this challenging.

I am a member of Around the Clock Fitness in Fort Myers, FL. Shortly before the gym closed due to COVID-19, I requested a suspension of my membership. However, I recently noticed a $5 charge on my account and I am unsure if this will continue. I have been unable to reach anyone at the gym for clarification. I want to understand this charge and determine if I should dispute it or any future charges. I value my membership but do not want to pay for a closed facility indefinitely. Thank you for your assistance.

Hello, I have been experiencing issues with my NYSC memberships being double charged on my Chase Visa credit card. I have two memberships, one under my name, Caroline Gruss aka Roswell, with membership card [redacted] at $20.00 per month, and one under my daughter's name, Amber Gruss. Amber, a college student who just turned 21, was initially charged $24.99, which was increased by NYSC to $34.99 and later adjusted to $29.99 after my complaint. Despite assurances from a manager at Glendale, Atlas Park NYSC, Amber's rate was supposed to go back to $24.99, yet we were double charged $39.99 in March [redacted]. I am seeking refunds for the duplicate charges over the past four months and requesting cancellation of both memberships linked to my Chase Freedom card. Additionally, I am interested in a complimentary personal training package for when NYSC reopens and I resume my membership. Please close both accounts promptly and issue refunds for the mentioned duplicate charges. Thank you, Caroline Roswell aka Gruss.

I was a member of NYSC for 2 months. I cancelled my membership within the required time period, but I kept receiving emails saying I was overdue. Despite multiple emails stating I had cancelled, I continued to get notifications. I visited NYSC and reiterated that I had cancelled my account, yet I received another overdue email. Now, I've received a bill from a debt collector for Account number [redacted]02-[redacted], which I refuse to pay. I cancelled within the 45-day window and did not use the gym after the initial 2 months. This situation is unethical, and I stand by my decision not to pay the bill. - S. B.

I used to work as a Spin Cycling instructor at various Boston Sports Clubs in MetroWest Boston, MA before the pandemic. In April [redacted], I deposited a payroll check from them into my BankAmerica account, which later bounced due to insufficient funds, resulting in a $12 charge. Despite contacting James Mahoney, Manager of Boston Sports Clubs in Wellesley, MA multiple times with evidence of the bounced check and fee, I have not received a response. If I don't receive full compensation and an apology letter by August 1, [redacted], I will consider other avenues for resolution. Sincerely, Harry E E HILE [redacted] genhil**@**mail.com [redacted]

I was charged $49.13 on September 1, [redacted], through the Salisbury, MA, BSC location for "swim team prorated charges for September [redacted]." I have attempted to resolve this in person at my home club, which closed suddenly. I was assured a refund within 7-10 days. After the closure, I contacted the Woburn, MA, club and spoke with "Claire" on two occasions, the latest being October 19. Claire was unable to assist but assured me a manager would call within two days, which did not happen. I filled out a detailed form on the BSC website on October 26. I can be reached at [redacted] and am willing to provide my email. This matter pertains to Chloe Noonan's membership at the Salisbury, MA, club. Thank you.

I was a loyal member at NYSC for many years. Unfortunately, during the Covid-19 pandemic, I was charged for the full month of March even though the gym closed halfway through, and for the entire month of April while gyms were shut. It took some time, but when the gym finally reopened, I cancelled my membership upon moving out of NYC. I was disappointed when they refused to refund the month and a half of incorrect charges. Despite being told I could use the gym during the cancellation period, I am no longer in the area and don't feel safe returning to a gym during this pandemic spike. I am disheartened by NYSC's handling of this matter, especially during such challenging times for many. I kindly request a $60 credit ($40 membership fee for 1.5 months) to be issued to my card on file. Thank you for addressing this promptly.

Dear LR Kings Highway in Brooklyn and LR Grand Central Manhattan, I am Larisa Fridlyand, born on 10/12/[redacted], using the email [redacted] I became a member at LR Kings Highway around 25 years ago and later transitioned to LR Grand Central in Manhattan as an elite member. Unfortunately, LR Grand Central closed permanently in December [redacted]. I tried to cancel my membership through the provided link, but it seems my request was overlooked, and my details were shared with Town Sports without my consent. My original membership number was 353G55730, yet the online system did not recognize me when I attempted to cancel my membership with this information. It's disheartening that I've been charged monthly fees, even with an increase to $60, for a service I can no longer access. I am formally requesting the immediate cancellation of my membership and a refund of the fees charged in January, February, and March [redacted] despite my cancellation request (which I have proof of). Kindly acknowledge this email via my provided email address. Thank you. Larisa Fridlyand

I have bought spa treatments at Total Woman Gym in Westlake Village, CA, as birthday gifts for my mom over the past few years. Sadly, the gym closed down after I spent $[redacted] on treatments. I am seeking a refund for the unused services. My mom, Joyce C. Sacks, was a loyal member for more than 20 years. As her son, Adam Sacks, I made the purchases. I hope to receive a response regarding my refund request promptly.

I have contacted both phone numbers, but after a recorded message, the call was disconnected. Unfortunately, this situation seems to be intentional as Town Sports Clubs (NY Sports Clubs) appears to lack customer service. Initially, when I informed my personal trainer of my need to pause training for two months, she recommended freezing the sessions instead of cancellation. However, it was not disclosed that there would be an additional monthly fee for freezing memberships at the current rate. Consequently, Instead of continuing with the training, I opted to freeze my gym membership for January and February and terminate the training altogether. Jadeh Harris, a membership consultant at the West 73rd St branch, transparently informed me of a $5 monthly fee for freezing the membership. Nevertheless, I recently received an email from Anthony Ferrera, a regional fitness manager, stating I must pay an extra freeze fee for January due to a 30-day notice requirement. Despite my membership being frozen, Anthony insists the January fee is necessary, claiming they are separate accounts. I believe I shouldn't be charged the additional fee since my membership is on hold and I am already paying a freeze fee.

I have been a loyal member of NYSC for many years prior to the COVID-19 pandemic. When the gyms reopened and I was contacted to rejoin, I canceled my previous membership at $39.99 with the agreement of the same rate. However, I recently noticed that my membership fee was increased to $56.00 without my consent. This change was made without notifying me, and I find this unethical. I have tried to discuss this with the manager at the 23rd and Park location, Tyron, but he has been uncooperative and unwilling to honor the agreed-upon rate. I want the extra charges refunded and my membership fee to be reverted to the original $39.99 as agreed. I would like to escalate this issue to Ryan Pastore to address the drop in memberships and the unprofessional behavior of the manager. If this matter is not resolved, I will have to cancel my membership and dispute the charges with my credit card company.

Hello, my name is Denise, and I am a long-time member at Lucille Roberts in Valley Stream. Despite being a loyal member, I now need to cancel my membership due to medical reasons. I had been trying to cancel my training package, and on October 14, Donna, the manager, agreed to apply $[redacted] towards my cancellation fee and $29 towards my balance. However, on October 26, I was charged $[redacted] for personal training fees and a $99 past due balance, totaling $[redacted]. This charge was incorrect as I had canceled the training package in July. I am seeking a refund of $[redacted], as I was assured I would not be charged for it. I have been unable to reach anyone beyond the manager to address this financial issue, which is why I am now considering canceling my membership and finding another gym.