New York Sports Clubs

Revdex.com:
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:

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

Revdex.com:
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 spoke with both the customer service representative and the local manager. Both individuals mentioned being able to see TWO memberships associated with my name. As I mentioned, when I spoke with the local manager in November they acknowledged that they could see a note in their system that a payment had not been processed correctly and they could not explain why both accounts existed.If NYSC is claiming they have NO documentation of an error on their part this is simply not correct as both the local manager and customer service representative said they could see the two accounts and that there had been a clerical error.Thank you for your help in this matter. I understand if there is nothing that you can do with dishonest corporations.[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We understand that Matthew is stating he requested to cancel in October 2016 but we have no record of a request to cancel at that time. We show that Matthew used the club until December 2016. On 1/**/17 Matthew requested to cancel but it was not processed. We apologize for the error and we have...

processed an immediate cancel today. There is a 30 day notice to cancel therefore the membership should have been cancelled effective 2/*/17. We have processed a refund of $90.70 which includes a prorate for February $35.71 and March in full $54.99. There is no further refund warranted.

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

We have no record that Stephen requested to cancel his membership in May. We do have record that on 7/**/17, Stephen called the club and spoke to General Manager Andrew, who explained that Stephen would have to cancel in person at the club or send a letter by certified mail. Stephen is refusing to...

come in person or send a letter to cancel. We also explained that there is a balance for the June and July invoices and Stephen is refusing to pay for them. The balance on the account is valid and we will not process a cancellation until Stephen goes in person to the club or sends a written request. At this time the balance is not in collections. If there continues to be a balance for a third month, we will cancel the membership for non-payment. Any balance left on the account may to go collections.

The member was contractually obligated to pay for the months that the member remained a member of the club. The member had an active membership until 4/**/2016 therefore all charges until this date are valid. We do not base the billing of our memberships on the usage of the club. This means that even if the member is not using the club, the member is still contractually obligated to pay the monthly rate until the member requests to cancel. The member is provided access to the club until cancellation and it is up to the member whether they chose to take advantage of the availability.
The agreement for the membership does not expire and is in effect until the membership is cancelled. The agreement states that the membership will continue outside of the 12 month commitment period until the member provides a 30 day notice request to cancel.
We can understand that the member was unaware that the billing information was expired which is the reason we sent emails and called the member notifying the member of the balance. The member is responsible for providing updated billing information. We would not send a letter to the member regarding the balance on the account. The member had spoken to billing representatives and was advised of the balance but chose to not update the information. We can understand if the member did not feel comfortable providing billing information over the phone, which is the reason the member was directed to contact the manager of the club.
We can see that the member has not used the club since 1/**/2016 but again the member is responsible to pay for the active membership until the cancellation is effective. It is also correct that the member would not be able to access the club while there is a balance on the account. If the member went into the club in February, the member would have been advised of this information. If the member updated the billing information and paid the balance at the club, the member would have been able to access the club.
We have offered to waive the three $15.00 late fees as a courtesy which we have. The member currently owes a balance of $254.97 which includes the $89.99 monthly dues for each February and March and a $74.99 prorate for April since cancelled effective 4/**/16. The member will receive phone calls from our billing department to the phone number provided by the member until the balance is paid.

Good Day,We were unable to bill [redacted]'s son's account in November because the credit card on file had been reported lost or stolen.  On December *, 2014, we billed for December and November.  Please verify your credit card statements regarding this payment.  On December *, 2014...

the membership was placed on the 30 day notice to cancel by the club.  The membership effective cancelled on January*, 2015 and was billed the applicable rate lock fee on January[redacted].  Any membership that is still active on January [redacted] is subject to the fee.  The fee is to maintain the rate for the life of the membership and not for the following year.If the consumer has a confirmation of the cancellation request in November, we will be happy to refund an over charges.  Without documentation, all charges appear to be valid.Thank you.

Revdex.com:
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 signature on the form is definitely not mine. I have never signed anything with NYSC since Jan, 2015. I don't think I was even at NYSC the day the document was signed. And I don't know the person who did the form. I think there are legal ways to determine if the signature is forged or not. Regarding about the refund, what you refund me the $169 is what you charged me extra each month. Those money should be refund to be because NYSC should never taken them from me.  I am also asking you to refund me the down payment $149 I paid when I signed the membership in Jan, 2015. The reason I ask for this refund is because NYSC should be responsible for this cancellation. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Good Day, I apologize for any inconvenience. As stated on the signed agreement there is a 3 month commitment period. After the commitment period the member is responsible for canceling personal training membership as the membership is month to month. If you can provide and confirmation that the...

personal training membership should have been canceled I am more than willing to refund for months billed when supposed to be canceled.

Revdex.com:
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]
 Your definition of active membership is ambiguous and unclear. This is a poor business practice to charge annual fees for services that will not be used. The cancellation defines the membership as inactive. Your terms are misleading and unfair to consumers.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Member [redacted] had spoke to Shaheem T[redacted] regarding a medical cancel request for both the Passport and Personal Training memberships on 6/**/16. The member could have cancelled according to the normal cancel terms which is a 30 day notice for the Personal Training and a $39.95 cancel fee for...

the Passport but stated she was medically unable to use the club and the sessions. Therefore Shaheem sent a medical cancel request. The medical documentation was not sufficient since it did not state the member was unable to use the club/sessions for at least 6 months on letterhead with a doctor's signature. Therefore we sent the member an email advising the documentation is not sufficient and to either provide proper documentation or cancel according to the terms. Instead of providing documentation or cancelling according to the terms, the member disputed the charges with the billing institution. This caused several billing issues on the account with no cancellation placed until September due to the billing. Both memberships have been cancelled and there will be no further billing. The member currently has balances for June, July and September membership dues for both memberships. The August invoices were paid. After reviewing the situation, we are willing to accept cancellation according to the normal cancel terms as if the member requested to cancel on 6/**/16, not taking into account any medical documentation. Therefore we are clearing the balance for the July and September invoices totaling $894.90. The member would be responsible for paying the June invoices totaling $439.95. However if the member can provide valid medical documentation, dated in June 2016 stating that she was unable to use the club for at least 6 months on letterhead and signed by a physician then we would be willing to clear the June balance as well. There would be no refund warranted.

[redacted] monthly dues are subject to a increase annually. The terms of the contract do not state that the monthly rate would remain the same. However after reviewing the situation, we decided to remove the increase as a courtesy. [redacted] monthly rate going forward will be $19.95 which will now be...

locked in. William will have an Rate Lock maintenance fee billing every year on January [redacted] instead of the Annual fee that would be on the anniversary date of enrollment. William already received a $10.00 credit for the December increase. A refund for the January and February increase has been processed today for $20.00 to the card ending [redacted].

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

We have provided both membership contracts for [redacted]. Both members enrolled on 6/**/16 and paid the Annual fee at enrollment. Per terms of the membership, the Annual fee bills at enrollment and every year on the enrollment anniversary date. Since both memberships were...

active on the anniversary date 6/**/17, they were charged for the Annual fee. We would not send notification that the Annual fee would bill, since it is a term of the contract. There is no refund warranted.

Good Day,I apologize for any inconvenience.  I see that your membership was cancelled with a future balance due today.  I have adjusted the cancellation to end effective 1/**/2015 with no further balance due.Thank you.

Good Day,The number to update for Member Services is ###-###-####.  I have no access to determine why a member checks in to a facility, I can only determine where the $12.50 charge came from based on reporting.  If the consumer is working with the GM of the club to remedy the charge, then I will leave it there.  We cannot make that verification here, so the charge appears valid.Thank you.

We have advised several times that there is no refund warranted. There is no record that shows, the membership should have been changed and due to an error on our part it was not processed. Either the member changed his mind about changing the membership or the billing information did not work. As explained prior, there was no payment for the new annual fee, the member updated the billing to pay the $74.99 balance and paid this rate each month. We cannot refund any charges due to the member's attempt to change the membership. We have exhausted our stance in the matter. Unless new information is provided, there is no need for further response.

Hello,I apologize for any inconvenience. The refund was placed back onto [redacted] ending in [redacted]. The refund was never submitted to be placed on a [redacted] card. If any other information is needed please let me know. Thanks

Good Day,I apologize for any inconvenience. I do see the personal training membership as being canceled. In order to refund for months that should have been canceled we will need a copy of the cancel confirmation, or some documentation stating that the PTM membership should have been canceled. Again...

the personal training membership is canceled with no further billing.

Good Day,I apologize for any inconvenience. We have already credited the membership for 39.99 removing the outstanding balance from the account. No credit is due for Aprils billing. Thank you.