New York Sports Clubs

We have reached out to the member directly to resolve this billing matter. Please see below and attached the breakdown of the charges.3/**/17 Annual fee $59.99 billing, we were unable to collect and when you provided a new card ending [redacted] we were able to process $74.99 which included a $15.00 late...

fee on 4/**/17. 3/**/17 Annual fee $59.99 (Aaron) we were unable to collect and when you provided a new card ending [redacted] we were able to process $74.99 which included a $15.00 late fee on 4/**/17. 4/*/17 April dues $29.99 billing, we were unable to collect until 4/**/17 totaling $44.99 including a late fee to the card ending [redacted]. 4/*/17 April dues $19.99 billing (Aaron), we were unable to collect until 4/**/17 totaling $34.99 to the card ending [redacted]. On 4/**/17 we billed you $149.98 to the card ending [redacted] two times. 4/**/17 we provided you with three refunds. First refund of $45.00 for three $15.00 late fees. Second refund of $59.99 for your Annual fee. Third refund of $59.99 for Aaron’s Annual fee. 5/*/17 billed May dues $21.93 which was taken out of your $149.98 pre-payment bringing it down to $128.05. 5/*/17 billed May dues $15.48 which was taken out of your $149.98 pre-payment bringing it down to $112.57. There was a balance on Aaron’s account from enrollment on 3/**/16 for the Annual fee totaling $74.99 which was taken out from your $149.98 pre-payment bringing it down to $37.58.  Therefore you are due a refund of $37.58 and $149.98 for the duplicate charge. A refund for these amounts have been processed today.

Member [redacted] enrolled into a Passport Commitment membership on 9/**/15. At enrollment the member paid the $49.95 Annual fee which bills every year on the anniversary of the enrollment date. At the time of enrollment, the monthly rate for the membership type Sandra enrolled in was $69.95...

per month, but due to promotions offered on that day, the member received a discounted rate of $59.95 per month. The contract does not state the monthly rate would be $49.95 but that the Annual fee is $49.95. The member was charged the correct monthly rate each month and is due no refund for the rate.Regarding cancellation, if the member requesting to cancel in the first 12 months of the membership while in the commitment period, the member would have been subject to a $99.95 Early Termination Cancel Fee. The member requested to cancel on 9/**/16 and at this time completed the commitment period and the membership was then in a month to month status. The cancellation terms state that once in a month to month status, the membership would cancel effective the next billing cycle with a $39.95 cancellation fee. The membership was cancelled according to the terms, effective 10/**/16 and the $39.95 cancellation fee is set to bill on 10/**/16. The member was also charged the Annual fee of $49.95 on 9/**/16, since the membership was active and she just requested to cancel that day in which the Annual fee had already billed. Since the member is cancelling one year after enrolling, we are willing to make an exception and waive the Annual fee as a courtesy. Since the member already billed the Annual fee and has yet to bill the cancel fee, we will stop the cancel fee from billing on 10/01/16 and refund the member $10.00 from the Annual fee charge totaling the $49.95 cost. The membership will still remain active until 10/**/16 but there would be no further billing.

Good Day,Please find [redacted]'s signed agreement attached that explains the $39.99 rate lock fee.  This is not a hidden fee and is expressed on the agreement she signed.Thank you.

We have attempted to reach the member by phone and email to discuss the situation. Christopher enrolled into a Premier membership at the [redacted] club. Christopher began to use the [redacted] club in September of 2016. There is no record that Christopher requested to change his home club....

Changing a home club requires the member to request and discuss new membership options. When you change the home club, you also have to change the membership to a currently offered membership at the new home club. Since Christopher have a single club access membership to [redacted], he would be charged a usage fee each time he visits another club. He was not charges usage fees from September of 2016 to January of 2017, since the [redacted] has been under renovations. We provided all [redacted] members the ability to use other clubs due to the renovations. The renovations ended which means the ability to use the other clubs ended. This is the reason Christopher was charged usage fees in February. Christopher will need to change his membership if he would like access to another club without being charged a usage fee.

Member had a balance of $228.00 in collections which we have waived. We have contacted our collection agency Central Credit Services and removed the member. We have contacted the member directly and sent email confirmation.

Revdex.com:
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,
[redacted]

We apologize for any inconvenience. [redacted] has enrolled into a Personal Training membership on 10/**/15. The agreement for the membership is with Town Sports International not the specific trainer. We received the member's request to cancel the PT membership on 6/**/16. There is a 30 day notice...

therefore the membership is set to cancel effective 7/**/16. The member was last billed on 5/**/16 for $380.00 for four sessions. One session was used on 6/*/16 and the other three sessions are scheduled to be used on 6/**/16, 6/**/16 and 6/**/16 with trainer Carlos C[redacted]. The final payment will be billed on 6/**/16 for $95.00 for one session. This session will not be available to schedule until 6/**/16. Personal Trainer Kristeana G[redacted] reached out to the member on 6/**/16 explaining the cancel terms and advised the member when ready to let her know when the session should be scheduled. The member has from 6/**/16 to 7/**/16 to use the final session. The final session is valid due to the terms of the membership agreement.

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:

Hello. Thank you for your response! I did not report my fall because I knew I wouldn't get anywhere. Nobody cared in that gym. I was nice enough not to sue. I just wanted out. It was a horrible experience for me all around. I asked the front desk staff to contact the manager in order to cancel my membership SEVERAL times. They would leave post-it notes for him to call me back. They also would text him right IN FRONT of me. He still would not return any of the messages that I left at the front desk or on his voicemails. He displayed a complete disregard and disrespect for me as a member of the club. I tried contacting him for MONTHS!!! It's a complete lack of professionalism. I also emailed and sent a letter to the headquarters in NYC. They, too, did not respond. I had no other choice but to terminate my membership with the cancellation of my credit card. I never used the gym during the months that you are charging me for. I had a lawyer look at the contract you sent me and he states that the gym only had authorization to charge my credit card on file. Once that card is no longer active, you do not have the authorization to charge me because I didn't authorize/sign for any other payment method except that one. It's completely illegal and fraudulent. Finally, there were ABSOLUTELY NO ATTEMPTS at collecting dues for the months of December, January, and February. I was NEVER contacted via phone, email, or mail regarding the billing of those months. I received several voicemails to rejoin the gym with NO mention of a past due bill. I would have tried to resolve the matter then. The only letter I received was from collections on 5/*/2016. I have attached a copy. I have also filed a complaint with the Nassau County Attorney General's Office. Thank you for your attention to this matter.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Good afternoon,We were unable to locate the account under the provided name. Please provide the key tag or member number associated with the membership so we may look into this further.Thank you

Revdex.com:
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,
[redacted]

Good Day,I apologize for any inconvenience. We cannot determine whether the signature is forged or not. A refund request has already been submitted.Thank you

Good Day,We apologize for any inconvenience.  I see the refund for $61.06 was processed on 1/*/2015.  Additionally, it looks like the club made an error in processing the cancellation and charged an early termination fee on 1/**/2015.  This charge has been refunded as well and...

processed on 1/**/2015.Thank you.

Revdex.com:
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.Medical records from St Luke's Mt Sinai Emergency Department will be released to the General Manager of the [redacted] St NYSC location.  Once received and reviewed, a full refund is expected.  Furthermore, the name of the employee with whom I spoke first to cancel my membership was Elijah. Thank you.
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:

[Your Answer Here]
 I paid an annual fee plus monthly fees.. They broke the contract. so it should be refunded to me. They must have known it was going to close before I signed up.
 
 
 
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. We have corrected the billing issue. The member is no longer being double billed. The account is still active at this time. If the member would like to cancel I can cancel the account with no further billing. No other compensation is warranted.Thank you

Revdex.com:
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,
[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:

[Your Answer Here]
 
Sorry I did not respond sooner, your email went to spam, thank you for calling me to let me know you sent it.  I am not sure if anything can be done, I have contacted my bank and they are working on it. I don't want to cause animosity but was promised credits to my account in retribution for failure to open and frequent late openings causing me to be unable to use the gym. I felt this was a sound effort on behalf of the gym and was not dissatisfied however no credits have shown on my credit card statements. I have called on 12/**, **; 1/*,**,** and sent two emails all for the [redacted] at the [redacted] club. It seems the person who responded to the complaint is from corporate and looking on a computer that shows a credit. I respect they may have that but I can show credit card statements that show no credit. [redacted] had said he would send me confirmation corporate had approved a credit but he did not. Since this all began 12/**, the gym has continued with incidents of over half hour late openings.[redacted], Licensed Mental Health Counselor
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We apologize for any inconvenience. The member enrolled on 2/**/2014 with a 12 month commitment membership. After the commitment period is over there is a 30 day notice and there would not be a cancellation fee. We began to have issues collecting monthly dues starting February 2016. The member was...

contacted from our billing department to be made aware of the balance. When the member refused to update the billing information, the member was advised to speak with Member Services or the Manager at the club. The member spoke to the club's Customer Service Manager on 3/**/16 to request cancellation. The cancellation requires a 30 day notice so the membership was set to cancel effective 4/**/16. The member would owe the balance on the account as well as a final prorated payment for April. We would not waive any balance due to use of the club. The billing is based on the members request to cancel. The member currently has a balance of $299.97 which included February and March dues of $89.99 and April's prorate of $74.99 as well as three $15 late fees. We would be willing to waive all three late fees bringing the balance to $254.97. This balance is valid and due.

[redacted] enrolled on 2/**/17 into a Passport Month to Month membership which continues to bill each month automatically until a request to cancel is received. We have record that [redacted] requested to cancel on 4/**/17, please see the attached cancel receipt that was sent to Alice. There is a 45 Day...

Notice to cancel therefore [redacted] membership will remain active until 5/**/17 and bill one final prorate for May. We understand that [redacted] is stating she only wanted the membership for two months but we have no record that [redacted] requested to cancel prior to 4/**/17. [redacted] has reviewed these circumstances with the Business Manager Kira S[redacted] who advised without any record of a prior request to cancel we could not waive the cancel terms or process a refund. If [redacted] can provide proof of a prior request to cancel, we would be happy to review it.

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