New York Sports Clubs (NYSC) Customer Service Issues

I previously belonged to Tapout gym before it was taken over by NYSC. In June, I was informed by a front desk staff member at NYSC that I could access any NYSC location without an additional charge. However, in July, I noticed a $60 fee at the NYSC Wall Street branch on top of my regular $29.99 monthly payment. Upon investigation at the club, I was informed that Tapout memberships were transitioning to the Elite NYSC membership with a new fee of $49.99. They mentioned that some of the $30 charges would be refunded. Come September, I was charged $30 by the Wall Street branch and $89.99 for the Tapout/NYSC conversion, despite not utilizing any facilities. Despite my efforts to contact the managers at both locations via email and in-person visits, I have not received a response or resolution. I possess all the previous email correspondence and now I am seeking a cancellation of my membership and a refund.

I have been trying to reach out to Corey, the manager at the Mamaroneck location, via email since the beginning of the year to discuss reducing my monthly membership fee. Despite my efforts for the past eight months, I have received no response or resolution. I have also tried leaving messages with the desk staff, but to no avail. This lack of communication and customer service is concerning, and I have documentation of all the unanswered emails. If this issue is not addressed promptly, I will have to consider canceling my membership and escalating the matter to the BBB.

I completed a three-month personal training program at the 94th street location. After it ended and I had paid, the manager (Alvin) said he would freeze the rate for me to continue the same program the following year. He did not mention there would be a $15 monthly charge for freezing the rate. When I saw two $15 charges on my bank statement, I inquired with Alvin. Unfortunately, he was unhelpful and even mentioned penalizing me for canceling. I simply want to opt out of any future personal training sessions, as this experience has left a bitter taste. It appears to be a pushy and underhanded sales tactic.

Hello, My name is Shaocheng Gui, and I recently had a concerning experience at NYSC Sunnyside during my 5-day free trial. The manager, David Vasquez, was extremely rude to me and refused to honor the trial, claiming I could only use the gym for free once. Despite trying to explain the 5-day trial promotion, he was dismissive and seemed unwilling to listen. What upset me the most was not just the disregard for the promotional offer but the manager’s attitude, which I perceived as openly racist and disrespectful towards me. When I returned with my debit card, the situation escalated, and the manager's behavior was unprofessional and embarrassing in front of the staff. I believe that his conduct is unacceptable, and I am disappointed by the lack of customer service I received. I hope that NYSC Sunnyside addresses this issue promptly, as it reflects poorly on the gym’s reputation. I would appreciate a sincere apology from the manager and staff involved. Thank you.

I advise against using this facility. I've faced challenges with the elevator being out of service, poor hygiene, and an insect-infested sauna for months. Attempts to reach the manager have been unsuccessful, with calls unanswered or responses claiming he's unavailable. Despite requesting the removal of someone from my membership, I've been consistently charged penalties. Messages left for the manager have been ignored. As an Elected Official, I feel compelled to caution others about the unfair practices in our community. I plan to address this issue with my political peers and hold a press conference at [redacted] Street and 3 Avenue. For those affected, please reach out to me via email at [redacted] Visit KelmyRodriquez.com for updates.

Hello, my name is Issaka. I came across an offer for a free trial at NYSC's Morris Park location in the Bronx on Facebook. After registering, I was contacted via email to start the trial. Upon arrival, I was asked to sign some documents without fully understanding their contents, then proceeded with the trial. However, after three weeks, I decided to cancel and was informed I needed to make a payment to do so. Despite explaining I was on a free trial, I was told I was an active member and needed to pay around $[redacted], or my account would be sent to collections. Feeling misled, I threatened legal action if they pursued this route. I am seeking assistance to resolve this issue. Thank you for your help. Sincerely, Issaka

Hello, my name is Issaka. I recently signed up for a free trial at the NYSC location in Morris Park, Bronx, after seeing an advertisement on Facebook. Upon arriving at the facility, I was asked to sign some paperwork hastily and was informed that I could immediately start the trial. However, after a few weeks, I decided to cancel, only to be told that I needed to pay a fee for cancellation. When I argued that I was on a free trial, I was informed that I was actually an active member and needed to pay a substantial amount to cancel. Feeling deceived, I am now being threatened with collection if I do not pay. I seek assistance in resolving this situation. Thank you for your help. Sincerely, Issaka

I canceled my gym membership in June due to surgery and a 4-week hospital stay, and I haven't used the gym since. I just realized I'm still being charged $39.99 monthly. I would appreciate a refund for the past 4 months as I won't be able to use it moving forward due to health reasons. I'm puzzled about why this occurred. Please address this promptly. Thank you. (Smithtown, Long Island) The gym I frequented is located next to where I attend physical therapy.

I am frustrated with the service provided by NYSC. Months ago, I was assured my gym membership was canceled after numerous calls. Yet, for the past 7 months, I am still being charged increasing fees without any notification. When I attempt to reach the manager, they are always unavailable, and calls to the provided number go unanswered. It feels like my money is being taken without permission, and there is no accountability. I am left without the services I am paying for. I hope to receive a response as soon as possible since the service is marketed as available 24/7.

Hello NYSC, I wanted to address an issue I encountered with the 30-day guest pass I purchased. Prior to buying it, I confirmed with both the corporate office and Eddy at the MetLife gym in Grand Central that I could participate in classes with the pass. Despite this assurance, I was only able to register for one class before being denied further access. I have a long history with NYSC, holding a membership for approximately 10 years previously. Rejoining NYSC now that I've returned to NYC on Sep 28 is something I intend to do once I settle into a new apartment. Could you assist me with resolving this guest pass problem? Is it possible to contact the corporate office each time I wish to attend a class and have them register me? I frequent the gym located at 41st St. and Third Ave., focusing mainly on classes. If I cannot attend classes, the guest pass loses its value for me. I appreciate your attention to this matter and eagerly await your response. Thank you, Yvonne

I signed up with NYSC years ago at an agreed-upon price. Recently, my monthly bill unexpectedly increased by $30. The main benefit of my membership was the consistent monthly charge, and I have been a loyal member for 8 years. While I didn't protest the first price increase, the current hike is unreasonable. It now exceeds three times my original fee. Being a grandfathered member should not mean my membership can be altered without informing me. Please address this concern promptly. You can reach me at [redacted], which is also linked to my membership account.

I visited NYSC on 16th Street in Manhattan in August seeking information. The general manager attempted to enroll me as a member, but I couldn't afford the $99.99 per month fee. Reluctantly, I provided my student documentation to the manager, who insisted on taking my bank card details. He promised to email me with a student gym membership offer that required my confirmation, but I never received any communication. Assuming my student status was invalid, I joined another gym. Surprisingly, NYSC has charged me $99.99 and $84 without authorization. Despite my bank's inability to stop the payments, I am struggling with rent due to this deduction. The unprofessional conduct has strained my relationship with my landlord. I urgently seek a refund to rectify this situation.

Dear Member Services, I recently called to discuss the increase in my monthly membership fee to $44.95 at the Hicksville gym in Hicksville, NY. Despite multiple attempts, including 7 phone calls and 3 messages over 10 days, I have not received a response from "Fani" at the Garden City gym as was suggested. Unfortunately, due to the lack of communication and resolution, I have decided to terminate my membership, despite enjoying the gym. The current pricing no longer aligns with the value I receive, especially considering competitive options offering more for less. Regrettably, my wife, also a member, will be cancelling her membership for the same reason. I will now be switching to Crunch Fitness. I urge you to address the shortcomings in your member services division. Best regards, L.P.

On September 21st, I visited the NYSC in New Rochelle to inform them of my decision to cancel my membership. I completed a form and handed it to the receptionist, who assured me she would pass it along to the manager. However, after receiving a generic email from the manager, I was surprised to discover additional charges on my bank statement. When I inquired, the manager explained there was a 45-day notice period for cancellations. I was never informed of this policy and my main reason for leaving was due to cleanliness issues at the gym. Despite signing up to use the pool, it was frequently closed without any prorated compensation. Additionally, maintenance issues in the locker rooms were left unresolved for months. My request is simple: I wish to cancel my membership and receive a refund of the charges incurred. If you need to reach me, please do so via email.

I previously raised billing concerns regarding my gym memberships. Despite Manager Christian's assurance, my membership was not changed from neighborhood to passport as requested. This resulted in being incorrectly charged per visit. Michael has now rectified the issue and is waiting for a response from corporate. I also discovered a $10 cancellation fee for the neighborhood membership, which was not disclosed when I signed up. Additionally, while freezing my account due to unemployment, I learned that I unintentionally had two active memberships. This mistake led to double charges for a single service. Essentially, I am being overcharged and wrongly billed for services I did not explicitly request. I seek a refund for these excess fees and request that only one membership remain active with the freeze option. This ongoing concern reflects poorly on the gym's management and staff, and I urgently require resolution.

Dear Concerned Party, I am writing to address an issue regarding my recent membership upgrade from "Neighborhood" to "Passport" at NYSC on E 48th & 2nd and E 51st. Following the upgrade on August 16th, I noticed an overcharge of $[redacted].92. Upon investigating, I discovered that my upgrade was not processed correctly and I had been wrongly charged for using different facilities. Despite contacting the manager, Mike Evans, multiple times to request a refund, I have not received a satisfactory resolution. The lack of responsiveness and poor customer service from NYSC is unacceptable. I have been promised a refund, but with each passing day, I am met with excuses and delays. If I do not receive my refund by the end of this month, October 31st, [redacted], I will be forced to pursue further actions to rectify this situation. I urge NYSC to address this matter promptly and provide me with the explanation and refund I am entitled to. Sincerely, Pablo Martin F.

In July, I signed up for NYSC at the Varick St. location with Anthony. I was informed that my corporate membership gave me access to all gyms. Subsequently, I visited the TMPL West Village and 23rd and Park locations, believing I had access. Despite consistently signing in, I was unaware I was being charged until seeing it on my card statement. Upon addressing the issue with TMPL, I was informed that elite gyms incurred additional charges, contrary to what I was initially told. Despite offering to upgrade to resolve the charges, I was only offered a credit. This cycle repeated, leading to over $[redacted] in charges and a denied refund request. Despite multiple attempts to resolve the issue with TMPL and the Varick St. location, including speaking with Mario, the situation remains unresolved. The lack of accountability and consistent charging errors have led to a frustrating experience and a desire for a full refund for all incorrect charges since July, including the sign-up fee.

When I arrived at my NYSC location in Matawan, NJ, for my 7pm class, I was surprised to find a red notice declaring the building unsafe. Frustrated, I tried calling the club but received no response. I promptly filed a complaint on the NYSC website and called customer care. I was informed that the building would remain closed until Wednesday or Thursday. I expressed my concern about paying fees while the building is closed, but the representative could not assist me. I am disappointed: a) I did not receive an email notifying me of the closure. b) My complaint on the NYSC website went unanswered. c) The customer service representative could not offer a solution. I am requesting a refund for the time the building is closed, and I hope to hear back soon regarding this issue.

I recently had an unpleasant experience. When I called to cancel my membership, I was informed that I had to do it in person, so I went to the gym. The manager, Rachel, seemed sketchy. Initially, she said canceling would cost only $10 but then mentioned charging me next year's fee of $[redacted], claiming it was for the future. When I asked for written proof, she printed out a contract without my signature. I am upset by their business practices. I spoke to her boss, Patty Ann, who mentioned I shouldn't have signed anything. After reviewing the contract, I realized I never agreed to these terms initially. It seems like they are just taking money and charging for future fees. Additionally, the gym is dirty, and most of the equipment is broken.

My partner and I joined this gym in person and were told by the sales associate, Darnell, that the $69.99 annual fee would be waived until Oct [redacted], which was a major factor in our decision to sign up. However, a charge of $69.99 appeared on my card recently. When I confronted Darnell about this, he claimed that only my fee was waived, not my partner's, despite us signing up together and her membership being an add-on to mine. Darnell failed to clarify this when we signed up. Additionally, Darnell informed us about a 45-day cancellation policy, assuring us that immediate cancellation could be processed if we moved within that time frame. When we requested to cancel upon moving, Darnell denied making such promises and stated that immediate cancellations are only allowed within the first 10 days, another detail he omitted during sign-up. Darnell's deceptive sales tactics led to the incorrect fee being charged and false information about the cancellation policy. We have been advised that NYSC corporate can issue a refund for the annual fee and credit for the cancellation period, but I am seeking guidance on where to submit a formal complaint through email to avoid further miscommunications with NYSC.