New York Sports Clubs (NYSC) Customer Service Issues

I have been a dedicated member of New York Sports Club since moving to New York 10 years ago. For the past 6 years, I have frequented the Grand Central station location. In February [redacted], the gym was upgraded to an Elite location with minimal improvements. Despite being assured by the Grand Central staff that my membership would not be affected, I was recently charged a $[redacted] fee for September without prior notice. Despite numerous attempts to resolve the issue, the manager avoided my calls and eventually insisted I upgrade to an Elite membership to receive a refund. This lack of transparency and inconvenience is disappointing. Despite reaching out to Member Services, I am stuck in a loop with no resolution in sight.

Hello, my name is Irina Ernst, and I am a member of NYSC at Mercer St in New York. In September, I requested to freeze my membership for 6 months, which was approved by manager Robert R. However, in October, I noticed I was still being charged the monthly fee. I reached out multiple times via email for clarification, but my messages were all ignored. When I visited the gym yesterday to speak with the manager, I was informed that Robert no longer works there and there are no managers available. Someone at the gym canceled my freeze without my consent. Although the receptionist managed to freeze my membership again, she mentioned that a refund was not possible and advised me to contact the corporate number. After calling corporate, I was informed that only a manager could assist with a refund. This situation has been quite confusing and frustrating. If possible, please contact me at [redacted].

Hello, I am Olena Bondar-Stroude. I completed a yoga teacher training in Europe from July 8 to September 10. Before leaving, I visited a New York Sports Club (NYSC) location on 14th Street & 5th Avenue in Manhattan to request a freeze on my membership. The front desk staff asked the manager, who agreed to handle it the next day. I trusted this arrangement and assumed my membership was frozen. However, upon returning from Europe, I discovered that NYSC had continued charging me for July, August, and September. I tried to resolve this with Chris Doris, a manager at the 23rd Street & 8th Avenue location, but he requested evidence of the conversation, which I do not have. I have been a loyal customer for 10 years and have always frozen my membership during summers. I feel frustrated about being charged during my absence due to miscommunication at the gym. Now, the location is closed, making it harder to address the issue. I am requesting my membership be canceled and the outstanding balance disputed. Thank you for your assistance in this matter.

I have been a loyal customer at NYSC for over six years. During this time, I have experienced recurring issues such as prolonged periods of cold showers, a lack of towels, malfunctioning equipment, and delayed club openings, particularly at the Oceanside, NY location. Despite facing these challenges, I have consistently paid my full membership dues each month, even when I did not receive the services promised in my contract. Recently, due to a medical issue, I need to take a break from the gym shortly after renewing my yearly membership. I believe it is unfair to be required to continue paying for a service I cannot use, especially after supporting the club through various difficulties over the years. I am disappointed that I am not being granted the simple request to cancel my membership without additional charges. I hope that someone within the organization can understand the situation and make a decision that is mutually beneficial, allowing me to return to NYSC in the future without any barriers.

The pool in Ramsey, NJ is experiencing significant issues. The heat pump has not been working for months, resulting in inconsistent and cold temperatures. Additionally, there is debris in the pool and a lack of pool supervision. Three weeks ago, the pool overflowed, creating a dangerous situation. The lights in the pool area used to come on automatically, but now only three lights on the interior wall are working, with the lifeguard trying to fix them. Despite mention of replacing the heat pump months ago, the problem persists. With the early sunsets and cold weather, it's becoming impossible to enjoy the pool or attend water aerobics classes. Competing gyms with pools are drawing members away from NYSC. Urgent attention from a pool company is needed to address these issues promptly.

I am a new member at NYSC since 01.18.[redacted] and have faced numerous challenges with my membership. I signed a contract without being informed of the rules and regulations, especially after giving birth to my third child on 01.01.[redacted]. I ended up paying for 5 months without visiting the gym due to lack of information. When I tried to cancel my membership over the phone, I was told to do it in person with the manager, who was never available. Despite leaving the country on an emergency, I returned to find out my account was sent to collections without any proper explanation. I am disappointed by the unprofessional and disrespectful behavior of the staff, including the manager who was rude when I requested to resolve the collection issue. I demand a refund for the unused membership fees and an investigation into the mishandling of my account. The lack of communication and service provided to me has left me feeling undervalued and disrespected. I hope for a prompt resolution to this matter. Thank you.

I am a NYSC member since January 18, [redacted], and I am disappointed with the service I have received. Upon signing up, I was not informed about the club's rules and regulations, nor was I informed about membership details after giving birth to my third child on January 1, [redacted]. I paid monthly fees and an annual fee without utilizing the facilities due to personal reasons. When I attempted to cancel my membership, I faced difficulties with the process and encountered unprofessional behavior from the manager when addressing my concerns. After leaving the country for a family emergency without internet access, I returned to find out that my account had been sent to collections without proper communication. I request a full refund for the unused membership and dispute the unjust charges against me for various reasons outlined in this letter. I hope for a prompt resolution to this matter. Thank you. - Tea G.

I was an active member of the Morris Park club from 5/3/18 to 7/30/18. Throughout my membership, I noticed several pieces of equipment, including weight machines and cardio machines, were often out of service. Even currently, some cardio machines remain unavailable. Despite expressing my concerns, the issues were not promptly resolved. Moreover, the cleanliness of the club was subpar on many occasions. Compared to my experiences at other NYSC locations, the Morris Park club does not meet the same standards. I am requesting that my membership be canceled effective as of the end of July [redacted]. I have not visited the club since 7/30/18 and should not be charged any dues beyond that date. Thank you, Paul Z. [redacted]

I am a member at NYSC on 91st & 3rd Avenue in Manhattan. I participated in a three-month training program that cost $[redacted] each month. Despite canceling my membership before February 2nd, [redacted], I was still charged on March 3rd due to a mix-up with the paperwork. The head of the training program assured me a refund, but it hasn't been processed yet. Several family and friends who also requested refunds after the deadline have been refunded, making the situation more frustrating for me. It's almost November, and I'm still waiting for my refund despite contacting the gym multiple times. I am seeking resolution to this ongoing issue. Thank you.

I encountered unexpected transfer fees when switching gyms, despite being assured no fees would apply when I signed up. After the original manager I was working with left NYSC, the new manager declined to help, insisting on the fees. Additionally, I was wrongly charged for workout sessions at other clubs, which were later refunded. I hope to resolve these matters promptly to prevent further unexpected charges and to enjoy our memberships hassle-free. Thank you.

The pool at the 32nd street location is consistently in a disappointing and frustrating state. As swimming is my main form of exercise due to physical limitations, I rely on it to maintain my health. However, since joining this club, I have encountered continuous issues with the pool. The lack of access to the pool, despite paying for the service, has caused me great frustration. I have faced numerous obstacles when attempting to swim due to recurring problems at the facility. The excuses provided, such as ongoing repairs or shortages, do not alleviate the frustration of being denied access to a service I have paid for. These pool closures have happened more than 17 times, and I am seeking a resolution to this ongoing problem.

I signed up for a membership at the Lucille Roberts Clifton location on October 25th with the member number [redacted]42 under the name Ragha, Nila. I called on November 2nd to cancel but was asked to come in on Monday since the manager had already left. Despite providing call history as proof of my attempt to cancel within the one-week period, the manager mentioned additional charges due to their policy. I was not informed about a 10-day grace period. After reaching out to NYSC Customer Support, I was informed about the policy. When I contacted Lucille Roberts Clifton again, the manager seemed unsure about the details of my contract and mentioned receiving an email from NYSC. I feel the club lacks professionalism and customer service. It seems like they intentionally delayed my cancellation to impose charges.

I recently visited the New York Sports Club location at 91st and 3rd. On November 8th at 3:00 p.m., I spoke with a staff member to cancel my membership. They assured me I was within the 10-day period for a full refund. I mentioned not having the gift card used for the original payment, and they took my email and contact details. They said they would reach out to customer service to assist me further. After 24 hours without any contact, I called the location and was informed that there were no notes about my cancellation request. I am concerned about not receiving my refund due to this lack of communication. How should I proceed in this situation?

I have been a long-time member of NYSC and have primarily used the facility on 23rd Street and 8th Avenue. Lately, the facility's condition has declined significantly, prompting me to consider canceling my membership. Some notable issues include the prolonged unavailability of the speed bag in the boxing room, despite assurances from the manager. Additionally, the spin room's bikes are in poor condition, with several out of service and the remaining ones showing signs of rust and making noise. Recently, the men's bathroom had a cockroach the size of a mouse. With other gyms in the area offering better upkeep at lower costs, I am questioning the value of maintaining my NYSC membership.

I was contacted by the manager at the Whitestone location regarding my son's account. Even though I had informed them through text that my son would no longer be continuing training sessions after August due to his work and school schedule, the trainer informed my son that he would be "working off" missed sessions in September. It wasn't until Jacqueline called on Sunday that I was made aware his account was still active. Despite providing proof of the text message, I was recently informed via email that no refund would be provided due to the lack of a written request. This situation has been mishandled, and I firmly believe I am owed a refund for September and October as the error lies with the trainer for not cancelling as agreed in August. The unprofessional conduct of the employees at Whitestone is unacceptable, and I expect this matter to be resolved promptly.

I have been a member for four years at your facility located at 62nd & Broadway NYC. I am a good member, consistent with payments and using the facility occasionally as I am only in New York part time. My wife joins me three to five times a year, as agreed upon when I first joined. The deal was to pay year-round to allow my wife to use the facility for an additional fee. On 11/13/[redacted], I encountered Brenda Fantasia, the new general manager, who refused to honor our longstanding arrangement and was rude and condescending. I am requesting that the four-year agreement be continued, as it has been beneficial for NYSC. Please reconsider honoring our agreement and evaluate Ms. Fantasia's representation of your values. For further discussion, feel free to contact me via e-mail ([redacted]) or mobile phone ([redacted]). Sincerely, E.B.

I recently closed my membership at the Bay Ridge 72nd Street location in Brooklyn, NY, due to the negative experience I had with the staff there. One particular employee, Edwin, who helped set up my account, was extremely unprofessional and rude during the process. Despite unsubscribing from their emails, I continued to receive numerous communications from another employee named Darrell Dorsey at the same location. I politely asked Darrell to stop emailing me but still received messages. When I called to address the issue directly with Mr. Dorsey, his response was dismissive and impolite. He abruptly removed my email from the system without any further discussion. As a Branch Manager, I work closely with clients every day, and I am appalled by the lack of professionalism and respect shown by the staff at this NYSC location.

On April 18, [redacted], I had a phone conversation with a NYSC representative regarding my overdue account, which I missed payment on due to a new credit card. After settling the late fees with a payment of $[redacted].85, I was informed that my membership would be terminated since it was past due. Despite requesting the cancellation because of moving out of Manhattan, it was not processed. Consequently, I have been continuously billed for the last 7 months despite not using the gym, assuming my membership had been canceled. I believe a refund for the charges accrued during these months is appropriate considering the confusion from the communication I received.

I terminated my membership with NYSC 91st and 3rd in October of [redacted]. Despite this, I have noticed unauthorized charges on my account. Despite my attempts to contact the business manager and the location directly, I have not received any response. This lack of communication has left me frustrated. I had even contemplated rejoining due to a new job offer that includes discounted memberships, but the poor customer service experience has deterred me. I am now seeking assistance in resolving the ongoing charges. Any help is greatly appreciated. Thank you.

My mother, M.R., was a member of NYSC in the Midwood area but needed to cancel due to a knee injury. Despite my efforts, the gym continued to charge her account. The manager was unhelpful and rude to M.R., who doesn't speak English. The manager dismissed her concerns about the ongoing charges and even mocked her lack of proof. She was told to wait 45 days for the membership to be terminated. When she asked for further assistance, she was met with more rudeness. It is unacceptable to treat someone this way, especially when they are injured and facing a language barrier.