New York Sports Clubs

Review: I was overcharged and misled in the signup process, continue to have frustrating interactions with employees.

1. In February, Employee 1 processed my application for which she explained that there was an "offer" for $15 for the first 3 months without any obligation to continue membership beyond then, as the fee would increase to $35 a month. I did sign a contract -- and my card was billed $16.05 for three months -- however, Employee 1 had misinformed me that I would be billed on the [redacted] of every month, as I was billed on the [redacted] of every month.

2. In early May, I called to cancel my membership at the end of three months, and was informed that I would not be charged any additional fees. I did not get the person's name or speak to [redacted], which I now regret. Despite my call, $74.89 was charged to my card on June [redacted]. Unfortunately, my finances are tight right now, so that charge sent me into the red, bouncing a check and drawing an overdraft fee from my bank. (That is my fault, I recognize.)

3. On Friday, June [redacted], I called to contest the charges and clarify -- especially since I called several weeks prior to make sure I wasn't going to be charged the fourth month. Employee 2 told me that Manager 1 would call me on Saturday, and it would be handled by membership services on Sunday. The weekend passed without any contact from [redacted].

4. Today, June [redacted], I called again and, after re-explaining the situation to Employee 3, was told that Manager 2 would call. None did by the afternoon, so I called again and asked directly for Manager 2, who said he would call back in 45 minutes after checking with membership services. Unfortunately, he did not call back, so I called back a third time, and was hung up on by Employee 4 (by accident, I presume, but still -- it did not help). During the fourth phone call, Employee 4 said Manager 2 was "out", but I insisted to speak with him, and Employee 4 finally connected to his personal cell phone.

5. During that conversation, I conveyed my anger and the repeated misleading, and Manager 2 explained that the $16.05 was actually a "freeze fee" not a membership sign up. We both agreed that the charge did not make business sense, as I was signing up for a new membership -- and cast doubt on Employee 1's process.

6. When we did speak, Manager 2 was very good at listening to my concerns when we finally did speak -- and recommended that I email the [redacted] (which I did before filing this claim.)

7. Manager 2 informed me that Employee 1 no longer works at the company, which is a problem, because she signed me up. In attempt to re-locate her (i.e. find contact info), I googled Employee 1's name and discovered she has an arrest record, including for credit card fraud ([redacted]) and shoplifting.Desired Settlement: I would like my account refunded $74.89 ASAP and my membership closed without further fees.

Business

Response:

Good Day,

This membership has been cancelled and refunded as requested.

Thank you

Review: I cancelled my NYSPC membership in person at the [redacted] branch in December of 2013, and paid the prorated amount for the rest of the month, with the agreement that I would not be billed in January. In January, I was billed anyway. I want back to the same branch, and pointed out the error. They apologized for the inconvenience, agreed to refund the money, and gave me a receipt showing that I owed them nothing. Months later, they had still not issued me a refund, so I disputed the charge with my credit card. I submitted the documentation provided to me by NYSPC to my credit card company, and they ruled in my favor, issuing me a refund of $29 for the January charge. Months later, NYSP's collection agency began harassing me, even though I did not receive anything in the mail, nor was I contacted by NYSPC and told I owed anything. I AGAIN went into the [redacted] branch this June to cancel my membership for the THIRD time, and make sure I owed nothing. Again, they insisted I owed nothing, and printed me a receipt. Still, I received calls from the collection company AFTER THE THIRD TIME that I confirmed a $0 balance in person. The collection company told me to contact member services directly, which I did today, 7/*/14. TODAY the story changed, for the first time the representative ([redacted]) indicated that the $29 she maintained I still owed NYSPC was for a "rate lock" fee because I had not cancelled by the beginning of the year. I explained to her that I DID cancel in December, however she insisted that I still owed $29 for a "rate lock," and that I would have to pay it to avoid collection. Today is the first time I'm hearing about a "rate lock," despite the fact that the [redacted] location on three prior visits printed me receipts with $0 balances. I requested to speak to a manager. [redacted] insisted that one could not be contacted. I requested an extension to leave a voice memo, but she said I could not leave one. I was forced to pay $29 to avoid harassing phone calls, even though I cancelled in time.Desired Settlement: I want the $29 I paid today to avoid collections refunded. I want a letter of apology. I want my membership cancelled, and documentation reflecting a $0 balance-with a line indicating that the "rate lock" fee has been waived. Three prior visits in person to [redacted] NYSPC confirming a $0 balance (and no mention of a "rate lock" during ANY of these cancellation visits) and the credit card company ruling in my favor for the disputed charge, are reasons this NEVER should have gone to collections.

Business

Response:

Good afternoon,

There is a signed contract on file which states the Rate Lock is billed annually as well as a check list the member signed showing that the Rate Lock was discussed when joined. As the 30 day notice included January [redacted] the Rate Lock is charged per the terms of the agreement and will not be refunded. Please see the attached contract and check list.

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

1. The attached contract merely states that the rate lock is billed on the [redacted] of January. It DOES NOT state that I have to give 30 days notice to avoid the rate lock (They highlighted this portion). Therefore, I should be refunded the $29 rate lock.

2. The club maintains that there is a "a check list the member signed showing that the Rate Lock was discussed when joined." Careful review of the contract only shows a check box pertaining to the membership cancellation policy and membership freeze policy NOT a check box indicating that the rate lock specifically was discussed. If as the club maintains, rate lock was something standard that was discussed (which it was not) then how come on three subsequent visits none of the employees were able to tell me what the $29 charge was? If this is standard, as they suggest, someone at the club should have been able to point out accurately why there was a $29 charge.

3. The business does not address the fact that my credit card found in favor of me, and revoked their $29 charge, yet the business continued to harass me over the $29. They essentially ignored the findings of the credit card company dispute, and continued to harass me. They NEVER sent me ANYTHING in writing after the credit card found in my favor maintaining what the charge was for, or that I continued to owe it. Instead they simply continued to harass me for $29 that I did not owe, and they were not able to clearly articulate the reason for the charge.

4. The business is not addressing the fact that their customer service is HORRIBLE. I went in on three subsequent visits to figure out why their collections company was harassing me with phone calls. EACH time nobody at the facility could figure out why I was charged $29, and insisted that I had a $0 balance. The store was perplexed as to why I was being harassed over $29, when my account showed a $0 balance. Three visits in person to stop the harassing phone calls yielded NO results. NOBODY in the store on those three visits maintained I owed a "rate lock."

Revdex.com, please continue to investigate this for me.

Thank you,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The business is not actually addressing my points raised in the prior email response.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Good Day,

Rate Lock is on the agreement and specifically says when it will be charged. We apologize for the dissatisfaction the service you received; however, this charge is valid and will not be refunded. No further responses to this complaint will be made.

Thank you.

Review: I have been trying to cancel my membership for two months, to no avail. Steps taken:1) Called the Park Slope location, and was told to come in any day to cancel in person. I came in on Saturday, and was told that the person I needed to talk to didn't work weekends.2) Came back to that location on Friday, and was told that the person I needed to talk to didn't work Fridays.3) Was given an 800 number. Called that, and tried for 45 minutes (twice) to talk to a human.4) Tried to change my credit card number on their website, but it wouldn't let me.5) Finally, I asked my credit card company to deny any charges from New York Sports Club. They have done this. I do NOT want New York Sports Club to continue to try to bill me and/or send a collection agency after me.Desired Settlement: I want to end my gym membership now, please.

Review: I had signed up for a 6 month personal training package in July. As per the terms of the contract of notice was given in a 3 day period a full refund would be processed with no additional charges. I had signed on the [redacted] of July and gave notice on the [redacted] of July at the [redacted] gym. The system at the gym was down and I was informed that my notice would be processed once store systems came up. I followed up again on July [redacted] to ensure that my notice was taken into consideration. I was assured by the [redacted] ([redacted]) that it will be taken care of by her. So far they haven't refunded my fees for July and in addition charged me for August as well. I have made multiple calls to the gym and the 800 number. I am assured my claim is legitimate but nothing has been processed in 3 months.Desired Settlement: Personal training fees charged for July and August need to be refunded.

Business

Response:

Good Day,

I apologize for the inconvenience. All PT related refunds go through our Fitness department. I have contacted the Regional Fitness Director and advised that the refund should be processed from their end. Please allow 10 to 14 business days for the refund to be processed.

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The business had made a commitment to refund funds in a 10-14 day period in October 2013. This is Feb 2014 and I have not received any refund from the business. The last time I spoke with the NYSC manager on the Reade street location - I got the 10 day story again and no refund has been processed.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by New York Sports Club (All Locations) regarding complaint ID [redacted].

Sincerely,

Review: Feb, ** 2014. I had brought a 30 days $30 membership in [redacted]. and I had choose ([redacted] ###-###-####) as my location.

Feb, 20. 2014. I went to the above location and the "general manager" refuse to accept me as a member. the "General Manager" refused to give me his full name when I requested.

Feb, 21, 2014. I called ###-###-#### (the number on [redacted]) and explained the situation. but the problem is not solve.

(according all the teams stayed in the advertisement provided by their official website. I am a qualify member in any location)

The following the Advertisement from : [redacted] Get started today!

Our 30-day trial memberships make getting started a simple exercise. Once you’ve taken your first step toward looking better and feeling great, we’ll make sure your journey continues by providing exceptional services and expert support in a friendly, welcoming environment.

And, if you’re like most of our guests, you’ll probably make up your mind after only a few visits. If you decide during the first seven days of your trial membership that you want to purchase a full membership, we’ll credit the cost of your trial membership toward your first month’s dues.

You can choose from two types of 30-day memberships. Our $49.95 Passport membership allows access to any club in our network. That’s more than 150 clubs! Our $30 Core membership allows you to work out at a single club of your choosing. Get started toward your fitness goals today by purchasing a 30-day trial membership.

If you’re ready for more than a trial, join here. If you are a member and already have an online account, please login.

ONE PER CUSTOMER PER YEAR. PHOTO ID REQUIRED.

Please note:

You must show a photo ID that has the same name and address as your 30-day pass.

Your trial membership is effective/active immediately and expires 35 days after the date of purchase.

Membership is valid for 30 consecutive days and is limited to one per person in any twelve-month period.

Passport membership allows access to all clubs.

Core membership allows access to a single club of your choosing.

Your credit card is charged immediately upon completion of the checkout process.

Sales tax may apply.

Must be 18 years of age or older.

Excludes access to outdoor pools, which require a separate membership.

You may receive a refund within three days of purchasing. Only the purchaser of this membership may receive the refund.

Non-fee programs and services are included in trial membership, as space allows. Class reservation rights are an exclusive benefit of full membership.Desired Settlement: Apology + deliver of service

Review: I am disputing the charges that NYSC claims I own. I had a contract with them for the term of one year; It was from August 2012, to August 2013. At the end of August I went to the club located in the [redacted] in [redacted]. I spoke a customer care person, and I told them to cancel my membership after half an hour of the person trying to convince me to stay, I was told I needed to give them 30 days notice, which at that point I did, and she said that there would be one more charge to my card, which I argued about, but I knew there was no other way, so I was told to come back to confirm that I had given 30 days. I came back for a second time at the end of September, and at that point the first person was no longer working there, so I had to explain the situation to another person, and I was told I had to give them 30 days notice, which I had already done so, and the person refused to cancel my membership claiming that since the first person was no longer there, she could not verify what I was saying, I was not only offended, but very upset, as I had already paid more than year, and my contract was already done. Then she proceeded to say that I should call a number to cancel my membership, which I did, and to my amazement, I was on hold for at least an hour on a Sunday to find out that the person on the other side put me on hold and never took care of me. I try 2 other times to contact the club through my credit card to resolve the problem and cancel my membership in a 3 way call, but no one ever picked the phone up. I not only gave them 60 months notice, I tried to call them and resolve the issue plenty of times, and I never received any kind of customer service or the option to closed my membership, and by then it was already January or February of 2014!!. I ended up paying four more months, and at that point, I had no other option, but to closed my credit card.Desired Settlement: I would like to have at least the charges of 3 moths refunded. I paid 5 months extra because the club policy is not fit to comply with members desire to close the account after the contract is up. I spend in total at least one day between going to the place, on the phone with my CC, and on the phone trying to get a hold of somebody in the NYSC line, but all my efforst were fruitless.

Business

Response:

Good Day,

The $252.86 was disputed and returned to the consumer. The amount was sent to collections. I have contacted our collection department to cease contact. No refund is due because of the settlement through the cc company.

Please allow 24 to 48 hours for all contact to cease. There is no affect on the consumers credit rating.

Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I am disputing the charges that NYSC claims my husband owns. I [redacted] was the one that entered in agreement with NYSC, NOT my husband [redacted], he never attended the club nor he signed anything, my contract was for one year; It was from August 2012, to August 2013. At the end of August I went to the club located in the [redacted] in [redacted]. I spoke a customer care person, and I told them to cancel my membership after half an hour of the person trying to convince me to stay, I was told I needed to give them 30 days notice, which at that point I did, and she said that there would be one more charge to my card, which I argued about, but I knew there was no other way, so I was told to come back to confirm that I had given 30 days. I came back for a second time at the end of September, and at that point the first person was no longer working there, so I had to explain the situation to another person, and I was told I had to give them 30 days notice, which I had already done so, and the person refused to cancel my membership claiming that since the first person was no longer there, she could not verify what I was saying, I was not only offended, but very upset, as I had already paid more than year, and my contract was already done. Then she proceeded to say that I should call a number to cancel my membership, which I did, and to my amazement, I was on hold for at least an hour on a Sunday to find out that the person on the other side put me on hold and never took care of me. I try 2 other times to contact the club through my credit card to resolve the problem and cancel my membership in a 3 way call, but no one ever picked the phone up. I not only gave them 60 months notice, I tried to call them and resolve the issue plenty of times, and I never received any kind of customer service or the option to closed my membership, and by then it was already January or February of 2014!!. I ended up paying four more months, and at that point, I had no other option, but to closed my credit card. I am aware of my rights as a consumer to dispute any AFT transactions based on the new implemented law. I am also re-filing a new complaint report with the Revdex.com in my state to ensure that NYSC is able to comply with club members wish and right to cancel services after the contract is up without going through all the headaches and waste of time which by the way does not get compensated in any way, shape or form. And I will ask for double the compensation as my Husband never signed any documents and no notifications should have been for collections, I received the first and only notification under [redacted] on November [redacted]. My husband can't have any physical activities such as attending a Gym as his health problems are acute and irreversible. I demand that NYSC reimburses me [redacted] for the fees that they debited me for 2 memberships. the amount that they sent me and my husband to collections amount to: 405.72. I [redacted] filed a previous complaint under complain ID: [redacted], and I received a notification saying that NYSC had credited my credit card for the amount of 252.86 which I never received, because the credit card was closed, and I specifically requested a check with the funds. I now am requesting a CHECK, NOT a credit to the credit card that was debited, as that card is closed.

I now am requesting a CHECK, NOT a credit to the credit card that was debited, as that card is closed. The amount I am requesting is for 405.72 as that is the amount that is being disputed, and debited. 252.86 for each of the club members. I want the collection under my husband's name removed as he never attended the club and never signed any service agreement, the account number that the collection agency assigned him is: [redacted] Integrity file: [redacted]. Reason I am asking for 252.86 for my refund is because NYSC never sent me the check for the amount I initially disputed under my complain ID: [redacted]. Thank you, [redacted]

Sincerely,

Consumer

Response:

At this time, I have not been contacted by New York Sports Clubs regarding complaint ID [redacted].Sincerely,

Review: In August of 2014 I request a refund for unauthorized charges to my credit card. I was told the refund would be processed and instead I was charged again. I was then told I needed to send an email explaining what happened and would receive a refund within 3-5 days. Over the last few months every time I inquire what is going on with the refund I am told the managers boss hasn't checked her email and that once she does it will be processed. Then I was told that the refund was canceled because she didn't check her email. Now when I contact them I never hear back from anyone. It is now December and I have not received a refund for the two months that I was charged. The charge was for a personal trainer membership. I was charged $59 in both August and September and am still waiting.Desired Settlement: I want a refund for what I was charged as I was promised.

NYSC keeps lowering their rates for members, but doesn't alert the members for the new rates. In order to get the new rate, you must pay a "change fee" of $49. I switched my rate in Sept 2015 from $75 to $59 and paid the $49 change fee. I now found out there is a new rate for $49 and again, paid the $49 change fee. It doesn't seem to make sense that I have to pay the change fee twice within 6 months to take advantage of offers from the gym.

Review: I was a member of NYSC for approximately a year and finally decided to cancel because I never used my membership. I tried to cancel it several different times and was unable to do so. Some [redacted] by the name of [redacted] at NYSC in [redacted] was able to cancel my account and told me that the account was canceled and that I would not be charged for the following month because I had given NYSC thirty days. As it turns out, I was charged for next month and I disputed the amount with my credit card company. I went to the actually NYSC I signed up the year before and spoke to the [redacted] and told them my situation. The [redacted] by the name of [redacted] of NYSC at [redacted] and [redacted] assured me that he would resolve/correct the issue and apologized for the connivence. As a safety, I asked him to write me an email proving that my account was actually canceled and that my membership dues for october would be refunded (I still have the copy). A month went by and I never received my refund as promised. I attempted to contact [redacted] again and he never responded to my email. I finally decided to resolve it with Capital One. Nevertheless, I received a debt-collection notice from a collection agency regarding unpaid membership fees that I in fact paid and have proof that is being mailed to me by my bank. The collection agency is claiming that Capital One reversed the transactions for the months of august, september, and october. I called my credit card company today to verify the information provided to me, and was informed that no charged were reversed except the one I originally disputed in October, and finally received a permanent credit from capital one on 1/*/2014. I refuse to pay for something that I already paid for (The August and September memberships) twice and pay for a month I wasn't required to do so.Desired Settlement: I want my 'account' taken out of collections from the collection agency and/or NYSC's billing department with an official apology from NYSC's corporate office.

Business

Response:

Good Day,

We apologize for any inconvenience. [redacted] has been removed from our collection records and contact will cease within 24 hours.

Thank you

Review: New York Sports Club of [redacted] has charged my debit card without authorization and illegally for 4 personal workouts that I did not sign up for.Desired Settlement: Full refund immediately of $293.53

Business

Response:

Good Day,

A refund has been requested in the amount of $293.52, please allow 7-21 business days for this to be processed. The Personal Training membership has been cancelled. Once the refund has been received, please advise Revdex.com to close the complaint.

Thank you.

Review: I have requested multiple times since 2012 my desire to cancel my membership due to relocation. I have contacted the via certified letter, email and their corporate website and they continue to bill me a monthly charge of $69 per month. I am not under contract and should have been released from my membership as of mid year 2013. To date they have billed me for over $800 in fees that I have not agree to.Desired Settlement: I expect confirmation of cancellation of my membership and refund for the fees paid since 2013.

Business

Response:

Good Day,

Member Services advised [redacted] multiple times that we would need to verify that she moved more than 25 miles away from any TSI owned facility or pay an Early Termination fee, we advised she needed to call us directly. [redacted] recently cancelled with Member Services and without something to verify that she provided the requested information no refund is warranted.

Thank you.

Review: The membership requires a 12-month contract. Within the contract, there is a clause that requires the member to pay 39.99 that will be billed in January for the benefit of "not raising your rates" when the 12 month period is over. I was charged for my membership and my wife's membership for a total of $79.98. First issue: How is it possible for a clause in a 12-month contract to be valid for some future benefit outside the timeframe of the 12-months? Second issue: It was not properly explained, nor is it something that as a person signing a contract would expect to agree to something for a benefit beyond the 12-months. Third issue: this clause is not option, it is a mandatory charge for what is considered a "benefit."

We went into the club to speak to the [redacted] and the response for that $39.99 annual mandatory charge was so that I would receive the benefit of not having my rates increase once the 12-month contract is up. If this is considered a benefit, why is it not optional? Whenever I sign contracts, my assumption is that the business or person I'm dealing with has the right to raise my rates once the contract is up. I have never come across a clause in a contract that obligates me to lock-in my rate for a guarantee that my rate would not increase once the contract has expired. If this is a benefit, why is this not optional. For example, if I want that rate to be locked-in, I should be able to opt-in to a program that charges me $39.99 at the beginning of the calendar year to reserve the right to keep the current rate that I pay for the 12-month period after the contract expires. There are 2 problems with this. 1: this is not optional, but mandatory. Why am I not able to choose not to receive a benefit? There is no benefit to a member if I decide to cancel my membership at month 12. 2: When doing the math, the increase in rates starting on month 13 is around a $2-$3 increase. Calculate the increase for 12 months and it comes out to less than $39.99. This clause seems to be a scam that requires their members to pay for an increase in rates, without calling it an increase in rates. They also require their membership to be auto drafted out of my account and have no other option to pay for your services. The problem with any billing dispute with this club is that you're always disputing billing issues after they have taken your money. They've caused enough billing errors to lose the right to auto draft out of my account. I find it difficult to understand that a business as large as this, does not have any type of infrastructure to pay your bill outside of auto-draft.

If possible, please investigate the magnitude of this clause in the contract with members. I tried to contact member services and their phone lines are so busy, that they had a message to call back at another time. There was not even an option to wait on hold or to leave a voicemail. I was also told by employees that they've been getting calls all day regarding this fee. Although there is not sufficient evidence for this, since I'm not privy to the information of other members or their call records, there is sufficient evidence for an investigation to take place to determine how widespread this issue is with their club.Desired Settlement: Require the club to make this "benefit" of not raising your rates as an optional clause. Create a check mark, or initial that you agree to those terms. This will require their sales team to explain that clause to avoid any miscommunications, and it also gives the member the choice to take advantage of the benefit, or refuse the benefit.

Business

Response:

Good Day,Rate Lock is not a "benefit" to the membership; it is a required fee associated with all memberships. Secondly, our agreements are not for 12 months, the agreement is for a minimum of 12 months or a "commitment" period. Once this period ends, memberships continue on a month to month basis.Please see the club for a copy of your membership agreement.Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The way it was explained was that I was charged $40 in January for Rate Lock. The way it practically works is that once my 12-month contract ends, your club will not raise the rate that I'm currently paying. Please explain how this is not considered a benefit. If I pay my monthly membership, what does this fee of $40 give me that the initiation fees and all the other fees associated when I first sign up doesn't give me? In essence, what am I paying for?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Good Day,It is not a benefit option because it is part of every membership enrolled since May 2011. The fee maintains the rate for the life of the membership, not the following year. This fee is charged to all existing memberships that are active on January [redacted]. The fee is not refundable and is part of the membership.Thank you.

Review: I was lured into the New York Sports Club in Bayonne NJ on November **, 2014 at 4:15 pm by an advertisement stating I could join the gym for $19.95 per month with no commitments. I entered the building and took a tour of the facility. I was quite impressed with the tour, nice equipment, brand new building, pool, instructors, trainers and classes all was included in the $19.95 fee. I asked if there were any other fees involved. The salesman did say there was an annual maintenance of $49 which I found to be reasonable. I was ready to join but was hit with an additional membership fee of $149.00. I told the gentleman the sign outside is misleading as it does not state anything about a membership fee. I told him if he waives the fee, I will join. He did not say anything and at that point I walked outside and grabbed a sign and brought it in. He then brought out the manager and I proceeded to tell him nowhere on the sign does it state anything about the membership fee and the sign is misleading. He said all gyms/clubs charge a membership fee. I asked he to show me where on the sign where it states the fee. He again said all gyms charge a membership fee. I was looking forward to joining the club but due to the hidden fee am thinking against it.Desired Settlement: I would like to join the gym/club without the membership fee of $149.00 for the advertised price of $19.95 per month without commitment.

Consumer

Response:

At this time, I have not been contacted by New York Sports Clubs regarding complaint ID [redacted].Sincerely,[redacted]

Horrible experience with the manager at the Hoboken North location. He told me he would change my passport membership to the $19.99/month membership and of course when the 1st rolled around, my membership does not change and the club will not refund me the money because the manager did not leave any notes regarding my change request. He also would not speak to me privately when I asked him to change my membership, he told me it was too busy so to tell him what I had to say in front of everyone at the check in station.
Horrible customer service. Now my card is charged $75 and they will not refund me the money!

Review: I have been billed based on a contract I did not sign- it has been signed by someone else, and it is for a membership I did not sign up for. The company will not resolve the problem or even talk to me about it and they continue to bill meDesired Settlement: I want to be reimbursed for the fraud.

Business

Response:

Good Day,

[redacted] has contacted our Member Services department and will receive a credit on her membership and conversion to the Teacher's membership once we receive proof of her eligibility.

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I contact member services last week, and they told me I was not eligible for teacher rates. They then said they would call me back with an offer. I have not heard from them again.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Good Day,

[redacted] has received the teacher discount and a credit on her membership.

Thank you.

Consumer

Response:

[redacted]

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 December of last year (2013), I elected to cancel my membership to New York Sports Club. At this time I had long fulfilled the contract agreement and was able to cancel at anytime without penalty.

I received a confirmation of this cancelation and at that time payed the remaining balance so that my account would be cleared and no longer active.

Since that time, I have received numerous calls from the billing department attempting to collect for current membership dues. For 5 months I have worked with the representatives, but the account is never updated in the system to reflect the cancelation. Last week when I was contacted again, I let them know that I felt I had been more than patient with the reconciliation of their database and that if the matter wasn't corrected I would contact the Revdex.com. Today, I received another call, again trying to collect dues past the point of cancelation. I asked to speak with a [redacted] and was connected to [redacted]. She was unable to correct the issue and offered no solution to their internal problems.Desired Settlement: I would like for my account to be closed across all platforms of the Town Sports databases and to receive an email confirming this update as well as a statement inclusive of the final payment closing the account resulting in a zero balance.

Business

Response:

Good Day,

[redacted]'s membership was cancelled, but she had disputed a $15 freeze fee. The attempted collection of this fee after the dispute added several late fees and we attempted to collect a total of $42. I have removed the balance and the account is cancelled.

Thank you

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: My wife and I were the members of the [redacted] Sports Clubs ([redacted]). My wife lost her job in 2009, and I became unemployed on 7/*/14. We tried to cut our expenses and wanted to cancel our club membership among other things. My wife talked to the [redacted], who suggested her to put our membership on freeze instead of cancelling it. The freeze was until the end of October. He had suggested to cancel then, if our situation would not improve. With a surprise we learned that we were still charged every month, $15 each during this "freezing" period. We were surprised that we needed to pay for not using the facilities. However, my wife, who was very stressed at the moment had probably missed something in small print. Probably this charge was legit and we did not take any measure.

We are still both unemployed; hence, I walked today to the Club and asked to terminate our membership, because we still cannot pay for it. The [redacted], kindly cancelled our memberships; however, he charged us our full monthly fee for this: $114.33 for my wife and $81.85 for me. His explanation was that according to our contract we were expected to give a 30 day notice. I believe that more than 30 days has passed between July and 10/**/14. Maybe my wife was supposed to file some paperwork then, but she was not told. And if they really wanted a fee, why they could not charge the "freezing" rate - $15 each? Moreover, the receipts I have received read "Premium 1-yr Commit eft" and no reference to a 30 day notice. That provisions indeed was in our contract when we opened our memberships - our commitment for 1 year. However, I was a member since 2006 and my wife even earlier, which is longer than 1 year.

I do not believe this charge is justified. I can find better use of my Unemployment Insurance.Desired Settlement: I expect a complete refund of the 2 fees - $114.33 for me, [redacted], and $81.85 for my wife, [redacted]. Both fees were charged on my credit card account. Less satisfactory settlement would be to replace this fee with the "freezing" fee of $15 each, because we are not using these facilities anyway.

Business

Response:

Good morning,A membership must be canceled with an active 30 day notice but we have submitted two separate refunds as a courtesy, one for [redacted] ([redacted]) for $114.33 and one for [redacted] for $81.85. Please allow 7-10 days for this to be processed.Thank you

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: My wife and I have been members of NYSC since March 2010. On September *, 2014 my wife went our gym in [redacted] to downgrade her account. She was charged $165.05 plus $4.82(for some fee) for the downgrade fee but change her mind before leaving his office. The [redacted] told her that it was no problem and will reverse the $165.05 and keep her account the same. On October *, 2014 I checked my bank account and see a charge from NYSC of $160.50 on 10/*/14. On Monday, October **, 2014, I went to speak to the [redacted] at the [redacted] location gym to see what happen. Come to find out he processed the charge for my wife wrong, never reversed the $165.05 to her bank account and the $160.50 charge on my bank account was a membership cancellation fee for my wife. My wife never cancelled her account she wanted to downgrade it, but changed her mind and kept her account the same. My bank account is stilling getting billed regularly for my wife and I but still got charged a cancellation fee for my wife who never cancelled account. The [redacted] said 7-10 days and he will refund the total $330.37 to my bank account. Of course 10 days pass and no refund yet. On Monday 10/**/14 I called NYSC Members Service and spoke to a representative [redacted] who said she will process it and I will get my refund in 7-14 days. Well it's 11/**/14, 14 days, and no refund. I call Members Service at 3:02 pm, the automated service said a rep will be with me in 5 minutes at 3:18 pm(that's 16 minutes horrible customer service) I speak to rep name [redacted] looks at my account and speaks to the first rep I spoke with on 10/[redacted] and come to find out my refund was rejected. I ask the reason why and he doesn't know. He says [redacted] is putting the refund back to the refund department and then the call disconnects. I call back at 3:39 pm, the automated service says 4 minutes I get a rep at 3:49pm (that's 10 minutes horrible customer service) and I speak to a rep name [redacted]. She looks over my account, goes to talk to [redacted] and [redacted], then returns to tell me that my refund request will be put in today and I have to wait 7-14 days to get my refund. So I goes I will be calling in 14 days, the beginning of December, to see why I have not received my refund yet. As a gym I have no problems, but as a corporate structure I see why NYSC gets a F grade from the Revdex.com.Desired Settlement: I want my full refund of $330.37

Business

Response:

Good Day,Refund was processed on 11/** back to Visa ending in [redacted].Thank you.

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: On Aug. [redacted], I asked my son when he might start paying for his metrocard. He told me that he does indeed pay for his own metrocard. We went back and forth and then I decided to go online and show him the charges on my credit card bill. His face dropped, and he said it wasn’t for a metrocard at [redacted]. where he lives but a New York Sports Club charge.

My son – [redacted] – had canceled his membership in October of 2011 when he was last there but we never stopped being billed and I had no idea I was paying for (It says NYSC Varick and I thought the initials were the NY Subway at [redacted].)

We called and spoke to a couple of people until we were contacted by [redacted] in customer service. They verified that [redacted]’s last visit to the club was on October **, 2011 which is when he informed them that he wanted to cancel his membership. When [redacted] contacted the club there wasn’t anyone there that remembered [redacted] and they said they wouldn’t have kept that paperwork from then.

We were offered a partial refund for six months. I’m a single mother trying to put my daughter through college and cannot afford to settle for that amount. [redacted] indicated that the legal dept. would be in a position to offer more if they thought it appropriate whereas she could not. I cannot pay for an attorney so she said I could send a letter myself.

I sent a letter indicating all of the above. I heard nothing and called the legal dept. I left three messages that were not returned. I called and emailed [redacted] for help and she didn't return either the email or my call.

I then got a phone call from [redacted] at the club location where [redacted] had joined. she said she had received an email from the legal dept. She told me that unless we had something in writing there was nothing she could do for me. She repeatedly said that she can't speak for what happened in 2011, only how things are now and NOW he would have been given a paper to show he had terminated his membership. I asked her for a name of someone in legal and she said she couldn't find the email she had received and would call me back. Two days later I called her again and she said she still couldn't find the email - I never heard from her again.

I tried legal again and I finally was connected to a legal assistant named [redacted]. She said [redacted] was incorrect and that legal had nothing to do with it.

She assured me that she'd have someone from Member Services on the corporate level contact me. That was on Monday 9/**. I didn't hear anything and left voicemails for her on 10/*, 10/* and 10/* stressing the fact that this is a lot of money for me and to please get back to me. No word. I left another message with the corporate operator at [redacted] asking for anyone at all in corporate to get back to me. I've gotten no response.

The club has records of [redacted]’s last attendance since you swipe a card when you go to the club and they know he hasn't been there for two years. The negligent and sloppy way with which they've handled this matter reinforces the way that they let his cancellation slip through the cracks and now want us to be responsible for that.

I would very much like to get assistance in settling thisDesired Settlement: Refund of 16 months of membership fees (American Express refunded 6 months to me). That's 65.90x16 = $1054.90

Business

Response:

Good Day,

TSI does not bill based on usage. Much like a cable provider, the service is available whether it is used or not. In order to refund any dues on this account, we would need proof of the cancellation. The legal department at TSI does not handle membership issues like this If you desire to contact the legal department, please have your attorney do so.

Thank you

Review: My client was offered in writing an exception - a one month membership because he is an active [redacted] employee located at a job site across the street from the [redacted]. He was lured into signing both the rider for a month, then has been charged as if he joined for a year. We have complained, and the gym says the person was fired. Not a good answer, as my client incurs charges and has been reassigned and cannot use the gym. Please contact me at ###-###-#### to discuss.Desired Settlement: Please honor the written agreement from the agent - one month charge. Please refund the overcharges.

Business

Response:

[redacted],

Please contact our Member Services department at ###-###-####.

Thank you