New York Sports Clubs (NYSC) Customer Service Issues

I am inquiring about my daughter, Ally S., who informed me that she canceled her UES NYSC membership before mid-October. She was hospitalized during that time and hasn't been able to visit the gym since then. While she doesn't have proof of cancellation, we have documentation of her illness preventing her attendance. We have been erroneously charged $[redacted] monthly for personal training since January, a service she never agreed to. Despite being charged $[redacted] in September, she couldn't utilize it due to her health. Additionally, we are being billed $57.46 monthly. We are seeking a refund starting from October. After being promised a call from a regional manager, no one has reached out. I am requesting to escalate this to the head of customer service promptly. Thank you.

On July 18, [redacted], I called New York Sports Club on Austin Street in Forest Hills, NY, inquiring about student specials. I was informed of the $39.99 special for college students, which expires on September 1, [redacted]. When I visited the gym later that evening, Layla assisted me. After expressing my interest in the College $39.99 Special due to a short visit, I was charged more due to a Joining Fee. I was not given a Membership Agreement, ID number, or membership card. Layla helped me create an online account but didn't provide details on how to access it. I was not given a tour of the gym or instructions on equipment use. When my parents arrived, they asked about the Student Special, to which Layla seemed unaware. She mentioned there was no printed information and suggested watching a screen in the club for details. My parents were informed I signed up for a different plan than what I requested. They decided to cancel the membership, but the process was prolonged due to incomplete information. An attempt to reach the manager, Jessica, was unsuccessful as she was said to be in a continuous meeting. Requests for cancellation were redirected to the website, which did not offer a clear cancellation option as stated by Juan from customer service.

I am a recent member at NYSC Harlem 125th and have noticed concerning issues regarding the cleanliness and safety of the gym. The condition of the gym is below standards with mold growth on water fountains, broken toilet paper handles in the Men's bathroom, and unsanitary mop storage. Additionally, many toilets are stained and malfunctioning. Equipment safety is also a worry as loose screws cause the seats to move, machines feel cheap and unreliable, and some machines do not lock securely. Moreover, most of the stair masters are out of order. The manager mentioned upcoming renovations, but immediate action seems necessary due to the current state of the gym. I am willing to provide further details and photos if needed.

I am requesting a refund of $89 and the cancellation of my account. In August [redacted], I contacted NYSC to keep my account frozen while the gyms operated at 33% capacity. On September 1, [redacted], my account was unfrozen without my consent, resulting in an $89 charge. Despite requesting a refund due to the circumstances, I was informed by Kelly Smith, the General Manager at 145th street, that only an account credit could be issued, not a refund. I expressed my intention to possibly cancel my account and kindly asked for a refund to my card instead of a credit. Unfortunately, Kelly ceased communication following this exchange. The handling of this situation has been disappointing. I respectfully ask for the $89 refund for the unused service and the cancellation of my account. Thank you. Best, Joel

On 3/26/23, I contacted to unfreeze my account, notifying them of my return on 4/1/23. On 3/27/23, a $9 charge was applied without prior notice. When I called, Manager Stacy Sergio claimed it was for the remaining days of March. Despite my understanding that charges would start on 4/1/23, Stacy insisted she had informed me, which she had not. Her dismissive suggestion for me to take a yoga class to calm down was unprofessional. Due to this situation and the unhelpful attitude, I am now requesting the cancellation of my membership and my wife's as well, solely because of the $9 charge. The management at NYSC Whitestone NY is severely lacking.