New York Sports Clubs (NYSC) Customer Service Issues

To whom it may concern, I am Mister Gerald McNeal, a member of New York Sports Club for over 2 years. I am dissatisfied with the condition of the facility, especially the poorly maintained shower area near the pool where children were present while I was using it. On 6/9/19, I encountered further issues on a Sunday evening with no emergency contact numbers available. A lone staff member without keys was unable to assist, asking me to return early the next morning to retrieve my keys left inside. Given my loyalty as a long-time customer, I feel these situations need addressing promptly. I hope to discuss these concerns further. Thank you.

I want to discuss my experience at the NYSC in Bayonne, NJ. Since joining this gym when it first opened, I have noticed a gradual decline in its maintenance. The equipment is often out of order and the attachments to the pulley machines are missing. The cleanliness is below standard, with dust accumulating in the studio room and streaky mirrors. Despite having only one cleaning staff member, the place seems neglected. The absence of managers on-site is concerning, and the front desk staff lacks professionalism and knowledge. I am considering canceling my membership and finding another gym if the situation does not improve. If I were in charge, the gym would be spotless, staff would be well-trained and friendly, and clients would be satisfied. Changes are necessary to retain clients as many have already left due to similar issues. I urge the management to visit the gym unannounced to witness the current condition firsthand.

Good morning, I joined as a member in November [redacted]. In February [redacted], I decided to start training with an instructor after attending a free class. I then purchased 8 additional 1-hour sessions without being informed of a 3-month commitment. The trainer I was assigned was not satisfactory, so I switched to the training manager, who later disclosed the commitment period. During the second month, the trainer frequently canceled last minute or double-booked sessions. I raised my concerns with Nicole at the Commack location. As a paying customer, facing constant cancellations for a pricey service is unacceptable. I request a refund for the two months of training. Please refrain from offering a free session. I prioritize customer service in my profession and hope you do too. This situation warrants prompt action and a response.

Last year, I contacted NYSC to cancel my membership. Instead, they offered to downgrade my membership to a $20 per month single-location "neighborhood" membership in Garden City, NY, which I accepted. Recently, I discovered they have been charging me $54.99 per month for an "elite" membership upgrade. Despite Garden City confirming the error, the general manager, Fanny Santamaria, only offered a 2-month credit instead of a refund, acknowledging the mistake but refusing to rectify it fully. I have not used any facilities since the switch, making the overcharges unjust. I have requested the business director's contact information to escalate the issue, but have not received a response. This situation is not only poor customer service but also feels like theft, given their acknowledgment of the error but lack of willingness to refund the excess charges.

Dear Carol, I am reaching out about my membership concerning the unexpected $69 maintenance fee that appeared on my credit card. In my over 8 years of membership, I have never been charged such a fee without prior notification. I initially joined without paying any maintenance or start-up fees, but last year, without a signed contract, I was pushed into renewing for $39 per year. This suddenly escalated to $[redacted] annually, a $[redacted] increase. The cancellation of morning classes, frequent equipment malfunctions, and the rude behavior of the new manager, Jeanie, have added to my disappointment. While I value principle and fair treatment, I kindly request the waiver of the $69 maintenance fee for this year due to the unsatisfactory conditions. Your assistance in this matter would be greatly appreciated. Sincerely, Renee Ciocca

I am Milton, and I encountered an issue at the Montclair, NJ NYSC location. Here's my Google review: I was assured 2 free months upon signing up by Sidney, but I continued to be charged monthly. Despite raising this with the front desk staff and the manager, Josh Levi, multiple times, I was assured a refund each time. I also submitted my complaint online but never received a response. It has been almost 4 months, and the manager has been unresponsive to my requests. I have since canceled my membership and will not return to any NYSC gym. Their customer service is extremely poor. Additionally, the gym is outdated, with equipment in need of repair and unorganized weights. Steer clear!

I am Janine G. and have been a member of NYSC for many years. Recently, I had issues with my payments, prompting me to request chargebacks from my credit card company. Despite my efforts to resolve the matter with the Forest Hills club managed by Mike F. at 69-47 Austin Street, Forest Hills, New York [redacted], I have not received a satisfactory response. My son, Shaw S., had a membership with discrepancies in charges due to an error in his account name. Despite assurances from Mr. F. to correct the mistake, he has since been unresponsive to my inquiries. I am frustrated with this situation and seek assistance to cancel Shaw's membership and receive refunds for the erroneous charges. For clarification, Shaw's account should have been under Shaw S., not Saeed Shaw. I can be reached at [redacted] for further communication.

Subject: Issue with NYSC Membership Cancellation I would like to bring to your attention that despite cancelling my membership in May, I see that there are still charges being attempted for a membership that should no longer be active. This is a clear error and unethical on the club's part. I kindly request you to rectify your records promptly. Furthermore, I was billed $[redacted].00 for a training session that was canceled within the 3-day grace period as per the contract terms. I have not received a refund as the payment card used was already deactivated. Vincent Proscia, the Area Fitness Manager, assured me that he had initiated a refund request, but as the card was inactive, I proposed receiving a check instead. I have not heard back from him or received the refund via check. I aim to resolve this matter without involving my bank for a chargeback. However, if the $[redacted].00 refund is not processed, I will have no choice but to dispute the charge with my bank. It is crucial to adhere to the appropriate procedures for cancellations and refunds. I urge you to address this issue promptly to avoid further escalation. Thank you, A Dissatisfied Member

Dear NYSC Team, I was truly excited to join your gym in June with high hopes for a unique fitness experience. My excitement quickly turned into disappointment when I visited the Forest Hills location. Upon arrival, I was not greeted and had to seek out the receptionist who seemed uninterested and unwelcoming. The promised personalized introduction and trainer assistance for weight loss were not provided as indicated in the initial email. The facilities were not up to standard, with broken lockers, a foul odor, and lack of cleanliness on the premises. Additionally, the staff's dismissive attitude and unprofessional behavior during my attempts to cancel my membership were disheartening. I encountered unhelpful responses from the manager and encountered rude behavior from the staff when attempting to resolve the cancellation. I hope this feedback can lead to improvements in customer service and overall experience. I kindly request prompt assistance in addressing this matter. Thank you, Sherley

In June, I was eager to join a unique gym experience but was disappointed with the Forest Hills location. Despite an enthusiastic email from the manager promising a pass and trainer assistance for weight loss, my visit was unpleasant. The receptionist seemed uninterested and unhelpful, claiming the person I needed to see wasn't present. The locker room was unkempt, with broken lockers and a bad odor. I attempted to cancel my membership due to a medical condition but faced dismissiveness from the manager, who denied my presence and paperwork completion. After resolving my balance, I visited in person and encountered more unprofessionalism. The staff ignored me, with a trainer admitting they were not supposed to be at the front desk, and another employee engaged in inappropriate behavior in front of me. I am reaching out for assistance as I have never experienced such poor service. I hope someone can help me promptly. My contact number is [redacted]. Regards, Sherley

In September [redacted], I requested to freeze my account, which was supposed to reduce my monthly payments to $15. Due to an expired credit card, several payments were missed, leading to a lump sum charge of $[redacted].10 in March [redacted] when I updated my payment details. Since then, from April to June, I have been charged $69.99 instead of the agreed $15 per month. I would like a refund of $[redacted] to cover the overcharged amount for those months. Additionally, I believe the lump sum calculation and application to my account were incorrect based on the freeze period, and I should have only been charged $15 for the missed months.

I terminated two memberships with NYSC and encountered various issues with charges. I was charged a cancellation fee for one, as well as a 45-day notice fee for both. Subsequently, I was charged for an additional month for both memberships, with one converting to a month-to-month plan without my knowledge. Despite multiple attempts, including online contact via the website and visits to the club, I struggled to reach a manager. Finally, after a month, I spoke to a manager who claimed one membership was not cancelled. I requested a refund for charges incurred post-cancellation, but both the manager and regional manager declined. Despite continuous emails and calls, my requests have been ignored. These unwarranted charges total over $[redacted], far exceeding any potential $[redacted] termination fee. Your assistance in resolving this matter would be greatly appreciated.

I am a member at Nyack in West Nyack. The manager there has been refusing to cancel our membership and refund us for the months he has been charging us since May. Each time my husband tried to cancel, he was told the manager wasn't available, and promises of a callback were made. After multiple attempts, my husband finally spoke with the manager, who flat-out refused to cancel and issue a refund. This situation is unacceptable, and it seems we are not the only ones facing this issue based on other reviews. Despite contacting customer service and hearing that they would address this, we never received a call from the manager to resolve it. Another charge has now appeared on our account, adding to our frustration. This ongoing problem is outrageous, and I will continue to bring attention to it until we are compensated for the poor service and time wasted.

Membership #: [redacted] I signed up for the Renewed & Active health plan at your [redacted] Second Avenue branch. The manager instructed me to pay one dollar initially and promised to link me to my health plan once I received the code. Unfortunately, he never followed through, and my credit card was charged a total of $[redacted].31. While my account has been canceled as a regular member, I have yet to receive my $[redacted].31 refund. Could you please let me know when the refund will be processed back to my credit card? As a member under my health plan, I shouldn't be incurring these charges. Thank you for your assistance. -Rajul

As a long-time member at NYSC Dobbs Ferry NY, my name is Dergham Alkhatib. After being suspended for six months due to a conflict with a new member, I was assured by the assistant manager that I would receive a refund for June. However, I have been charged $34.99 in July along with a $15 late fee. This discrepancy is concerning as it contradicts the promise of a refund. I kindly request the reimbursement of $49.99 to resolve this issue and allow me to return to the club in January. I have referred numerous individuals to the club and intend to bring more family and friends upon my return. Your prompt attention to this matter is greatly appreciated. Thank you for your assistance.

On May 1, [redacted], I contacted the Deer Park, NY location to inquire about reducing my membership fee. Karen Perera assisted me in canceling and re-enrolling to take advantage of a promotional offer. Despite being assured that the previous fee would be credited to my new account, it was not. In August, I noticed no charges from NYSC on my credit card statements and discovered discrepancies in my account online. Speaking with Karen and encountering unhelpful staff only added to my frustration. I feel let down by the lack of transparency and customer service at this location, leading me to consider cancelling my membership. Consistent record-keeping and better staff training are essential for improving member experience. I hope for a swift resolution to this issue.

I am Khursheed and I used to be a member at NYSC in Princeton, New Jersey until July [redacted]. I have been struggling to resolve billing issues with NYSC. I was promised zero joining fee, no cancellation fee, and two months free (July and August [redacted]) followed by a $10.69 monthly fee. However, I was still charged a joining fee of $45 and a $10.69 fee for July despite it being free as agreed. After numerous discussions with the manager, I managed to get the $45 refunded after about 3-4 weeks. I cancelled my membership on July 25th due to moving to North Carolina, yet I was charged a $10.69 cancellation fee and another $10.69 on August 1st, which is confusing since I had already cancelled in July. Additionally, I was charged $21.31 on August 16th. Despite reaching out to the front desk and sending emails, there has been no response from the manager. The new manager seems unhelpful. They owe me $10.69 + $10.69 + $21.31 and should cease charging me as my membership was terminated on July 25th.

At the Bayonne facility, I accidentally left my gold ankle bracelet, a sentimental piece from my mom, on the treadmill. When I returned the next day, an employee mentioned they had seen it and described it to me. However, when I came back later with the manager, they couldn't locate it. The manager stated it was never placed in the safe. Feeling a mix of relief and frustration, I initially appreciated the offer of one month free for the inconvenience. Yet, the loss of my treasured bracelet has left me feeling violated and unsafe. Despite acknowledging my mistake, I trusted that once it was turned in, it would be secure. The lack of accountability and breach of trust have led me to conclude that I must cancel my membership due to feeling undervalued and insecure at this gym.

The Long Beach pool has been out of order for more than two weeks. Despite multiple promises from the manager that the plumbing repairs would be completed and the pool would open next week, it remains closed. I swim 3 to 4 days a week, this workout is crucial for me, and there is no alternate club nearby with a pool. The suggestion to use the East Meadow pool is not suitable as it opens too late for my schedule. I need accurate information about when our pool will reopen as this is the main reason I joined this club. With no communication and lack of member outreach, I feel like I am wasting my membership. Please get in touch with me promptly regarding this matter. Thank you, Janet S. from Long Beach Club.

I have been a member of NYSC for over 20 years (W.N. [redacted]). We canceled my wife's membership in September [redacted] (C.N.). She tried to rejoin yesterday, but the club claimed she was never canceled, despite seeing the cancellation request and notes about trying to get her back. We discovered we were still being charged monthly for the past year. When I spoke to a salesperson, they confirmed everything but advised me to speak with the manager, Alisa at NYSC Ramsey. Alisa was rude and uncooperative, mentioning a cancellation fee and no refunds. She refused to provide information for a superior. This treatment is not acceptable for a loyal long-term member with multiple family enrolled. I need a quick resolution, or I will involve my credit card company. Please contact me at [redacted] to discuss.