Lucille Roberts

Review: I have a no commitment contract with lucille Roberts paying $ 16.72 every month plus every six months they charge $ 16.72 plus an additional $ 15.00 . I decided to cancel, since it has been long overdue, because I have losing money. Months after months they charge my debitcard without me going, so they have benefited from me. I have been a member for nearly 2 years. I finally made the step to cancel on November **, 2015 and it have to be on lucilleroberts.com and an account created. On the cancellation part it says they will charge that amount if applicable!!!!!!! and I have a no hassle no commitment with themDesired Settlement: I have a no commitment no hassle no contract with them and I canceled before the time plus they have benefitted off of me, so those $ 15.68 they should not have charged me

Consumer

Response:

At this time, I have not been contacted by Lucille Roberts regarding complaint ID [redacted].Sincerely,[redacted]

Review: To Whom It May Concern,I am filing a complaint against Lucille Roberts. I have recently moved and, as a result, had to obtain acceptable documentation from a Lucille Roberts-approved list. This has been going on since September; I sent Lucille Roberts-approved documentation on September [redacted] certified mail. Upon checking into the status of delivery, I noticed that it had yet to be retrieved by a Lucille Roberts customer service representative on September [redacted]. I called a representative on October [redacted] and told the gentleman that I was looking at the [redacted] delivery tracking page and no one had retrieved my documents. He said that it should take some time to process. BUT NO ONE HAD PICKED UP MY DOCUMENTS, SO HOW COULD ANYTHING BE PROCESSED??? After this phone call, I received an email from Lucille Roberts Customer Service on October [redacted]; part of the email read, "I reviewed your account and your cancellation is pending management approval. Once the manager has approved the cancellation the prorated refund will be processed in which you will receive a check in 4-6 weeks." It's now two weeks later. While I understand that things take time to process, the correct documentation was send and this should have been rectified weeks ago, especially when it was not picked up from the post office in a timely fashion.It's a shame that it's had to come to this and it's, also, a shame that it's going on for so long. I really enjoyed my time taking classes at Lucille Roberts, but this customer service experience is disheartening. I will never recommend Lucille Roberts to anyone.Desired Settlement: As per the date in which my paperwork was sent to Lucille Roberts, I would like a prorated refund from September **, 2015 - May, 2016.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: In January 2014, I tried to cancel my membership with LR at my local LR gym. I was told to call the main office, but there phones were temporarily down, to call Monday. After trying the phone number over the course of a week, I went to the gym again and was told that I must notify headquarters, that they could not make any change to my membership status. They gave me a web site to contact. The link did not work. I returned to the gym again in February, they gave me another link. I filled out the online request for cancellation and did not hear anything from them until July, when a collections notice came in the amount of 64. With a 5.50 service fee and a 10. Late fee. I responded by telling them that I had cancelled my membership months ago. In response to my note they sent another bill telling me that my membership will be cancelled on 9/**.Desired Settlement: My membership cancelled retroactively and all charges withdrawn

Consumer

Response:

At this time, I have not been contacted by Lucille Roberts regarding complaint ID [redacted].

Sincerely,

Review: When I renewed my membership in April I (and many other people at the gym in Massapequa) I was told that I would not have to pay an additional fee for access to the new FIT CLUB gym that was being built downstairs from the current Lucille Roberts facility. Lucille Roberts is expanding the site and sent texts to those of us whose memberships would expire within a few months. We were told that if we renewed before the expiration we could pay $249 for two years (the old price) and have access to the new facility. Now we are being told we will not have access to the new facility if we do not pay an additional $89. The additional money is not significant but the principle is. This company makes and changes policies arbitrarily without considering the impact it has on their credibility and their membership. After renewing for 2 more years we cannot back out because we will not receive a refund or credit for time not spent. We have lived through the inconvenience of banging and construction, machines that don't work properly and TV's that are only on half of the time we are in the gym, etc. and we have not been given any consideration for this inconvenience.Desired Settlement: That Lucille Roberts corporation would be held accountable for promises made to its members either in giving a refund to those members who no longer want to be associated with the gym or allow members to use the new facility without additional charge.

Review: The following is the complaint letter (personal information redacted) I sent to Lucille Roberts.To Whom it May Concern:My name is _________. My cell phone number is _________. On 03/**/2012 I called to cancel my Lucille Roberts membership. The last date of my membership was 5/*/2012.I no longer consider myself a customer of and/or someone with a business relationship with Lucille Roberts.Yesterday, 11/*/2013, 18 months after my membership ended, I received an unsolicited spam text from Lucille Roberts. This text came from the phone number _________. I have attached a screencap of the text in question.My complaints are numerous:- I am not a customer of Lucille Roberts, so you should not be texting me.- You are a business, not my friend or relative, so you should not be texting me.- You dont know if it costs me to receive a text, so you should not be texting me.- Gained weight? This fat shaming text was completely inappropriate! Actually, Ive lost (and kept off) almost 90 pounds to date, not that this is any business of yours. But so what if I had gained weight? Or, what if I was someone struggling with an [redacted], someone to whom gained weight? should never be asked? If anything else comes of this email I really hope it reaches the desk of someone who realizes how completely inappropriate this language is! And you should not be texting me.I am filing complaints with the Revdex.com and the FTC as to how you do business. I am not a customer of Lucille Roberts, and I expressly do not give permission for Lucille Roberts to ever call me, or text me, or email me (except to respond to this email) ever again. If I choose to rejoin Lucille Roberts (doubtful) I will contact you.Please delete my contact information from your servers, and do not contact me ever again.Thank you, _________Desired Settlement: I want Lucille Roberts to be forbidden from ever texting, emailing, or calling me. If I choose to rejoin this gym I will contact them. Thank you.

Review: I have attempted to cancel my gym membership via telephone since the end of August 2013 and have not been able to reach a customer service representative to have my service cancelled. I called 8/**/13, 9/*/13, 9/**/13, 9/**/13, 9/**/13, 9/**/13, and 10/*/13, the calls were made to the corporate number several times in the morning and afternoon on the previous days. I have attpempted to cancel via website and a message displayed indicating that my email has no been confirmed yet I receive monthly emails for company. I then called the [redacted] where I'm a member was informed that I have to keep calling the number and there is not anything they can do.Desired Settlement: I would like to have my membership cancelled effective immediately and not have any further charges made to my credit card.

Review: I have been a member of Lucille Roberts in our Massapequa for many years... I have a lifetime membership and a set monthly price that LR locked in according to the contract for life. I paid a higher initiation fee at that time for this lifetime option. Recently the gym has become "The Fit Club". Lucille Roberts still owns the gym...When they first started construction I was told it was going to be coed downstairs and nothing was changing upstairs & I would be grandfathered & able to also enjoy the amenities on the lower level. Little by little they have eliminated equipment and changed around upstairs quite a bit.

I was then informed I would be able to continue to come to the gym but some equipment would be moved to a back room where it was only women and the rest of the gym was going to be part of the new gym unless I upgraded my membership.. This upgrade would be a $17 difference monthly for me or I am ostracized to the back room in the gym and can use ONLY what they decide to put back there. .Desired Settlement: I want to have the same amenities I was guaranteed when I signed the original contract at a price of $11.99 per mos guaranteed not to increase for life. Otherwise, I request that my membership be terminated & a full refund of my original initiation fee as the terms have not been honored.

Consumer

Response:

At this time, I have not been contacted by Lucille Roberts regarding complaint ID [redacted].Sincerely,

Review: Lucille Roberts closed businesses located within 25 miles of my residence and where I joined the gym. My base address was located in Delran NJ and was closed in November. I started using the gym located in Hamilton NJ and they closed two weeks later. I've tried calling the numbers given on correspondence from main office at least 10 to 15 times and get no answer. Today, 1/**/2014, I have received two past due notices with late charges on them. There is no facility for me to use, therefore I shouldn't be charged for services I am not receiving. My monthly dues was $19.95 and the past due notices state that I owe $34.75 and another $34.75 totalling $69.50 for the past two months.Desired Settlement: I would like the Lucille Roberts company to stop contacting me as well as understand that there is no payment due for services not rendered.

Consumer

Response:

At this time, I have not been contacted by Lucille Roberts regarding complaint ID [redacted].

Sincerely,

Review: I was billed for approximately $17.00 for the gym membership I do not currently use. I sent them a check and a cancellation letter due to the fact that I am collecting unemployment and it was further reduced. I can no longer afford the gym. Now they are billing me for $30.00. What happened to the check I sent that was never cashed. I will contact the New Consumer Affairs and New Jersey Consumer Affairs and and ask my lawyer to look into this if they don't stop harassing me. Everyday I get three to four emails demanding monies I already paid.Desired Settlement: Cash the check and stop contacting me. I know that you have received it because I never got the correspondence back. Instead of ignoring it and billing me more monies, cash the original debt and stop it.

Consumer

Response:

At this time, I have not been contacted by Lucille Roberts regarding complaint ID [redacted].

Sincerely,

Review: I signed up my daughter for the Lucille Roberts club in [redacted], NY on 5/**/13 for a monthly gold membership. My daughter is a college student and I have done this for her on several occasions so she can use the health club close to home when home in the summer and extended college breaks. On or about Tuesday June [redacted] the [redacted] club had an unfortunate incident and the roof collapsed putting the club out of service. Lucille Roberts did allow my daughter to go to the next closest club which was [redacted], NY - not at all convenient. Because of this inconvenience my daughter was not able to use the facility as much as she has in the past as traveling to Westbury while working two jobs was a little much for her. I understand the [redacted] club becoming unusable was an unfortunate circumstance, and in theory Lucille Roberts did live up to the terms of the contract. However, my daughter is going back to school on August [redacted] and extending the current membership for the time the [redacted] club is out of service is not going to help her as our intention all along was just to stay members while she was home from college.Desired Settlement: All I would like Lucille Roberts to do is extend the membership, which their contract indicates will happen for a time period my daughter will be home from college. In this case I think it would be fair to allow her to use the [redacted] facility for Thanksgiving Break and Winter recess. This would be the same extension their contract calls for, but delaying it for a period my daughter will be home and able to use the club. In reality this would be for a shorter period then Lucille Roberts is going to offer all other members since the club has already been closed for two months and counting.

Consumer

Response:

At this time, I have not been contacted by Lucille Roberts regarding complaint ID[redacted].

Sincerely,

Review: Member Issue: Cancellation and refund

Member Name: [redacted]

Member Number: [redacted] Location: Bronx - Fordham

Message Body:

I am hugely upset and am considering taking lucille roberts to court. For starters, my 16 year old niece was not authorized to use my debit card to pay for her gym membership. She is the member listed above and lucille roberts misspelled her name ( [redacted]).The clerk who signed her up at the local gym did not bother to ask my niece to produce identification nor give notice that my niece's name and the name on the debit card did not match. Lucille roberts has charged me since March [redacted], membership fees as well as maintenance fees consistently. After I successfully cancelled the membership online July [redacted], I noticed that I am still being charged membership fees as well as maintenance fees as recent as August [redacted]. If this isn't stopped immediately, I will start the process of suing your company. Please check into the matter as soon as possible. My name is [redacted] and my cell is ###-###-####. The card that was used was a mastercard. Last 4 digits ending in [redacted]. A member of your company by the name of [redacted] who represented your 'help' department alerted me to an additional person known as Chastity using my card as well. She did not give me a last name. I do not know who this person is nor did I give her authorization to use my card. I have not heard back from [redacted] since 2:30pm on August [redacted]. I do not want to have to pursue legal action to rectify this issue but I will. Please handle this matter civilly and in a timely manner. Thank you.

Also why isn't there a phone number to contact customer service directly?Desired Settlement: I would like a refund which includes all monies that were deducted from my account from both persons who were not authorized to use my card. I would like the monies to be returned to my bank account as soon as possible.

Consumer

Response:

At this time, I have not been contacted by Lucille Roberts regarding complaint ID [redacted].

Sincerely,

Review: This past May, the roof in Lucille Roberts collapsed while people were in the gym, some people even got hurt. Due to this, the gym was closed for 2 months while working on repairs. They claimed they would give a full refund for the months they were closed. Now that they are re open, their customer service line has been unreachable, and for a few people that have got through, they are only giving a credit on your membership, not a refund. If you cancelled your membership due to what happend, then they don't believe they owe you money back for the months they were closed.Desired Settlement: I just want a refund for the months they were closed and I was unable to get the service I paid for.

Consumer

Response:

At this time, I have not been contacted by Lucille Roberts regarding complaint ID [redacted].

Sincerely,

Review: I renewed my membership with Lucille Roberts on a month-to-month basis and was told I can cancel anytime with 30 days notice. I recently found a gym more convenient to my location, so I attempted to create an account so that I could cancel my membership (this is what I was told to do to cancel). I registered on their website and it said that I was going to receive an email and I would have to click a link in that email to activate my account. I never got this email after over 5 hours. In that time I have called the location that I would go to on [redacted], where I spoke to [redacted] and she gave me an email to contact them saying that they will help me and she could not do anything for me. So I email this gmail address I was given: [redacted] and got no response. So I looked online for a Customer Service number and called that and it just continued to ring endlessly. It says this on their website: 'If you have any questions, please call our Customer Service Representatives at ###-###-####, Monday thru Friday 9-12 pm and 1-4 pm'. I then called the location again and once again [redacted] picked up, she then told me that the Customer Service phone number is down and has been for two weeks and will AGAIN be down for another two weeks. This I find quite odd, since phone issues rarely, if ever would take a month to fix. I told her this and she said it was the fault of Verizon. This all sounds ridiculous to me. I find it bad practice that they are running a business this way and not allowing patrons to cancel their membership. It seems totally unethical and I would simply like to cancel my account and not have to get the runaround by this company or have them refund my monthly payment every month that goes by that they are not allowing me to cancel.Desired Settlement: I would like to have my account canceled with Lucille Roberts and if not, have every month that I am charged after this date, February **, 2014, to be refunded back to me because they are not allowing me to cancel, which seems like unethical business practice.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Lucille roberts has poor communication! They make it very easy to sign up to there gym for $1 but impossible to cancel your membership and charge you in the mean time. I cancelled my membership three months ago. I received a charge on my credit card from Lucille Roberts a month later. I then tried to call but there is no one to speak with over the phone. I then cancelled it again 3 more times just to be sure. I recently received a letter to my house for payment of $61 due to lucille roberts because they did not receive my cancellation. I had to email again they said they would cancel but now I owe $73 in late fee and monthly charges to a gym I cancelled and if I do not pay they will continuer to charge me every month and put me into collections. I still can't get any help for this matterDesired Settlement: I want them to cancel any charges they have charged me for after the time I have cancelled which is $73 and do not continue to keep charging me every month and cancel my membership.

Consumer

Response:

At this time, I have not been contacted by Lucille Roberts regarding complaint ID [redacted].

Sincerely,

Review: My daughter joined the local Lucille Roberts location in Clifton, NJ this past summer with a "no-commitment" membership, for which she was charged $17 per month and was told she could cancel at any time either on-line or with a phone call. When she was preparing to leave for college in mid-August, she tried to cancel on-line, but the Lucille Roberts website would not accept her ID/Password. Several calls to the Clifton location resulted in her being told she had to cancel on-line or with a phone call; she could not cancel at the location where she had initially enrolled. After several more unsuccessful on-line attempts, she was given the corporate customer service number. She was told she could freeze the account, but that would cost $5 per month and she would not be able to cancel a frozen account. Since she was already paid in full thru mid-September, in early September, after arriving at school, she called to cancel the account, but was told to cancel she had to give a month's notice, so she would be billed an additional month, thru mid-October, and then she could cancel. So she told them to bill her the additional month, which she could not use because there is no Lucille Roberts near her college campus, and then cancel her "no commitment" membership. When the credit card bill arrived yesterday, it contained a charge of $33.17, almost double the expected $17 monthly fee. When I called Customer Service to inquire, I was told my daughter was charged the bi-annual "maintenance fee", which was tacked on to the September charge. I explained that she had cancelled in early September and only paid the September charge to comply with the one month notice for cancelling. I was told it was an automatic charge and nothing could be done to remove it. When I asked to speak to a supervisor, I was told none was available at that customer service location. I feel that the "no commitment" membership is not that at all. I had warned my daughter this sort of thing could happen if she joined, and it did.Desired Settlement: Since my daughter was not able to cancel on-line as she was told she could, which resulted in the cancellation process dragging on for an additional monthly charge and the maintenance fee, I would think a refund of the last charge of $33.17 is a fair resolution. If I had been permitted to speak to a supervisor when I had called, I would have suggested that and this Revdex.com complaint might not have been necessary.

Consumer

Response:

At this time, I have not been contacted by Lucille Roberts regarding complaint ID [redacted].

Sincerely,

Review: I joined the Lucille Roberts located at [redacted] in February 2013. I have been using the membership consistently since then but last week on Monday 8/**/2013 when I went for my daily workout I found out from one of the members that a letter was sent out dated 8/*/2013 stating our location was closing and all memberships were being transferred to the location at [redacted] location in Philadelphia, PA. I proceeded to cancel my membership on Wednesday 8/**/2013 with a Customer Service rep named [redacted]. While speaking to him I informed him that I had just paid a membership fee for the second half of the year on 7/**/2013 in the amount of $15, and that I wanted my membership fee refunded since I wouldn't be able to use the services anymore since my site was closing. He informed me that the membership fee couldn't be refunded because I was supposed to give them 30 days notice before the Semi-annual membership fee was due to not be charged. I informed him that I was just notified on 8/**/2013 that the site was closing so there is no way I would've known on 7/**/2013 when I paid my second membership fee. He told me that I wouldn't be refunded my membership fee. I am not able to travel to the new location everyday as I do not drive and that's why I had to cancel. [redacted] told me that both my membership along with my mother's membership would both be canceled. When I was paying my bills on Monday 8/**/2013 online, I checked my checking account to confirm I had sufficient funds and I noticed that a withdrawal was made from my checking account on that date for $12 (my monthly service fee). I called customer service and waited on hold for 45 minutes and then when someone named [redacted] finally answered I informed her that I got charged again for my monthly dues on a membership I canceled the week prior. She was extremely rude and told me that I was supposed to give them 30 days notice. I informed her that I was just informed last week that the site was closing and I wasn't informed prior to that and I was never informed I had to give 30 days notice to cancel my membership. She said that it didn't matter if the staff at Olney ave never informed me when I signed up because that clause is in the paperwork every member signs when they sign up for the service. I asked her if I could please speak to a manager or supervisor and she informed me " I do not want to transfer you to a manager, they can't help you. There's no manager here, they will tell you the same thing I just did. If you want to speak to someone else call back tomorrow." I asked her if I could speak to another rep but she told me she didn't want to transfer me to one. When I told her the reason I had to cancel she said "That's not our problem. The other site is within 5 miles and you should be able to make it there, we are not responsible for the fact that you don't drive." This conversation went on for the next 5 minutes with her being extremely nasty and rude, so she didn't resolve my problem and provided no customer service at all. I am beyond frustrated at this point and I don't know what else to do. Now I am short on the money I need to pay my bills and I am asking that someone please hold them accountable and that the government take action against them. I noticed that they have over 200 complaints filed against them with the Revdex.com. Please help all of us that have been deceived and disrespected by this corporation.Desired Settlement: I would like for them to refund my $15 semi-annual membership fee (7/**/2013) and my $12 monthly fee that was withdrawn from my account on 8/**/2013.

Review: I have tried numerous times to close this account. My membership number is [redacted]. I have written to their [redacted] but its turned to me as non working. This membership was never used at any location. It was opened and I asked them to close it that same week. Instead I keep getting a bill with service fees and late charges. I just wish they would stop sending me this bill that has no address and no telephone number where I can speak to someone. The slip simply saids that it comes from a [redacted] address but thats it. This is really wrong.Desired Settlement: Please close this account and stop harassing.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Lucille Roberts has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I contacted the organization via phone on 10/**/2014 to cancel our (daughter and myself) gym membership. They advised that it would be cancelled and I would receive email confirmation. On 3/**/2015, I received a past due notice in the mail sent out on 3/*/2015. Once again, I contact them @ ###-###-#### and was told they have no records of such request. After an hour phone conversation, I finally received an email confirming cancellation but as of 3/**/2015 and I would be responsible for all fees including late charges up until today. We have not used their faciliates since the summer of 2014 and it's totally unreasonable to charge us for another 6 months membership. The [redacted] stated I have the option of not paying but won't guarantee it won't tarnish my credit. The only way they would consider removing the late charge and service charges if I agreed to clear the account balance which was an even higher amount then the notice I received in the mail last night. This makes absolutely no sense to me. The [redacted] stated she would email breakdown of account balance but I never got the email. In the end, she hung up on me. Does that mean my only option is to pay whatever fees they tack on or my credit gets tarnished. That's not fair.Desired Settlement: They should zero out my account balance.

Review: On January [redacted], I attempted to cancel my membership with Lucille Roberts via their website. For reasons unexplained, the site was unable to recognize my password which was necessary to process my request. I called my branch who told me that they do not take cancellations over the phone and then gave me a website for Lucille Roberts customer service. Sometime in February, I sent out an email requesting for a cancellation. I never received a response from anyone in customer service. I tried calling their member service number, but received a voicemail directing me to their website. I've made several more attempts to change my password, but was not able to do so. On July [redacted] I sent another email to their help website and received no response. I sent my final email on Friday, August [redacted] and placed another fruitless phone call today, August [redacted]. am still currently unable to get in contact with anyone from Lucille Roberts and am still being billed for a membership that I have been trying to cancel since January. I do not believe that I should be held liable for any charges past January [redacted] because I have been attempting to cancel my membership and have not received any help from Lucille Roberts.Desired Settlement: I would like for Lucille Roberts to cancel my membership effective immediately and waive any charges incurred after January [redacted].

Review: I am beyond dissatisfied with Lucille Roberts level of customer service. On December [redacted]2013, I cancelled my membership (Membership [redacted]) before I even used it. I was told a refund check was mailed out. I never received it. I contacted them for a second time, and was informed that the first check was undeliverable which quite frank I dont understand if it was mailed to my home. I spoke with [redacted] # ** on January [redacted]. He informed me a second check will get mailed out. Nothing never came. A third check was mailed out February [redacted] which never came. I even asked, instead of sending a check, can you reinstate my membership at one of your gyms. I was told no. On February **, I was told by [redacted] #[redacted]to give them a call and a "courtesy credit" via my credit card will be issued. I immediately called, spoke with [redacted]. I verified my credit card info, billing address, member id, etc. This transaction was never done. No credit has been issued. March **, I called and requested to speak to a [redacted]. I coincidentally spoke with [redacted] again. She informed me that no [redacted] or supervisor was on duty. Again, their level of customer service is beyond horrible. How can a business operate with no one supervising. Needless to say, during the conversation, I was told, that another check was issued out on March *. Why would they issue a check if, we confirmed my credit card info weeks prior? I've never experience such lackadaisical customer service ever. For Lucille Roberts to be a brand name and have absolutely untrained workers is asinine to me. A refund of only $20+ dollars has yet to get issued. This needs to get resolved ASAPDesired Settlement: My monthly refund done, via credit card ASAP. This refund should have been issued 3 months ago.