Consumer Complaints and Reviews
When I signed up with Lucille Roberts at first, I didn't have a problem with them and I was living in NJ at the time. Once I moved to Brooklyn, I wanted to cancel my membership with them and they gave me such a runaround! I kept sending them letters to cancel since there was not a number to call and nothing came of it. They still kept billing me, and when I wanted to go back to the location to pay off the dues and cancel the membership, it had become a nail salon! Doesn't exist anymore! Just tired of them and their games!
18 months ago I opened up a membership in a location in NJ. To my luck that location was closed about 2 months later. Yes I was given the option in going to another location or canceling the membership. Because the closest location to me was not anywhere near me I canceled the membership or so I thought...
Fast forward until a week ago. My sheer luck I noticed on my bank statements that I was still paying for a membership at Lucille Roberts. So for the past 18 months this company has been collecting my monthly dues without any notice that my membership is still active. They have collected close to $300 from me in the past 18 months, but I have not use any of their facilities or gotten any service through them whatsoever.
I called 18 months ago the NY number, spoke to a girl there. She assured me that my account will be canceled. IT WAS NOT. I was still paying... I called today, spoke to Daniel at customer service which was no help at all stating that it was basically my problem, that my account was still open and that if I did call 18 months ago that they would have a record of that call. Well I did call and they don't have a record of that call and somehow that is my problem. Daniel was not getting anywhere repeating the same thing over and over again, not wanting to hear what I was saying. All I'm asking is for my money back because I did not use their services but all I got was "no you are wrong and nothing can be done, never mind".
Maybe they should step back and think that mistakes happen and maybe the employee that I spoke to was incompetent in doing her job, because if she was I would not have been charged $300 dollars for something I didn't use. I asked to speak to a manager because I was not getting anywhere with Daniel. That's when Sean got on the line, which was worse than Daniel. He spoke to me in a very condescending way, saying that they have no records of me ever calling and he can't do anything for me. When I asked for him to look at the activity on my account so he can see that I haven't used any of the locations, he blatantly said "So what. That doesn't prove anything." Now if I knew I still had an account I may have use it some time through the 18 months.
I am really disgusted the way people think they can treat other people. What happened to customer service and the customer is right. I guess Lucille Roberts does not believe in that or at least treat the customer with respect. That would go a long way when these customer service reps speak to customers. So if you are reading this and you are thinking about opening a membership with this company DON'T do it. It will save you aggravation and money. I will never join or recommend this gym to anyone.
The manager (Naz) is very rude and unprofessional, discusses employees personal matter with other employees and clients of the gym. She also speaks down to her employees and has no sense of business ethics and violates multiple human resource policies.
I am so upset that the gym charged me so much money. They advertise that it was only 1 dollar to joining, but it is really 33 dollars. In addition, the gym charges $45 every 3 months. The lady at the front counter told me that I could get a No Commitment plan and pay no money when I decide to cancel. However, when I tired to cancel today they gave me 2 options. Option one for them to charge me another month or pay $15. This joining for $1 is a scam. I should've not joined in when she said $33 instead of $1. I am just going to do my YouTube videos. I already lost 50 pounds without going to the gym.
Lucille Roberts has the absolute worst customer service Office. Went to the Astoria gym and the women who worked there were extremely helpful but the customer service office is horrible! I had to call them to cancel my membership because I moved out of the area and the women were rude, nasty and disrespectful. I asked to speak to a manager and was told to call back. When I asked to have her call me back I was told "I'm not telling her to call you. She just going to tell you the same ** I did. If you want to talk to her call back in a half hour". Yeah, seriously. I did call back and the manager was just as nasty. I called the Astoria staff and luckily they were able to help me. Never again!
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I have submitted two (2) complaints against them for billing and communication practices with the BBB, which went unanswered. I spoke with "Colette" on a few occasions and alerted her to the conversation I have on record with the person who identified themselves as the manager "Ashley" in the Clifton, NJ location. I was told back on or around Oct 13, 2015 that my membership was cancelled. Received no notifications or correspondences for approximately 2 months, but was then subsequently and mysteriously billed. The fact that LR never responded to the BBB complaint to resolve the matter has now been publicly posted on the BBB's website and has been forwarded to the NY State Consumer Protection Dept. It's surprising that not only was their rep "Colette" rude, abrasive and condescending with no human willingness to assist, but obviously "Ashley" conveyed improper information to me, which I am unfairly being penalized for.
I had hoped that LR would have been better regarding communication and would have a willingness to resolve the matter, but they obviously have no ethics. All the "smiles" you get when you first join them quickly go away should you end up hurt and have to cancel or stop your membership. I am going to take this complaint as far as I can legally go because at some point, SOMEONE has to be somewhat honorable within that entire company.
I have complained on several occasions to the on site manager (Lily) of the location at 42nd Street in NYC about many (5-7) workout machines where the audio either doesn't work or has major static. Over 5 weeks, the issue has not been resolved. I have escalated this up the chain to the upper management who has not returned my calls or replied to my emails. Awful service.
I recently signed up for a pre-paid one year membership at the Forest Hills NY locations as gift for someone via one of the most painful process ever. After reviewing the fees on their website, I decided to personally visit the Forest Hills, NY location to purchase my membership gift. This process took almost two hour due to a major price difference on what the sales agent wanted to charge versus what was quoted online. The sales agent could not explain the price disparity. I kept insisting but she refused. At this point, I insisted on speaking to a manager, but that went nowhere fast. Being that this was a Christmas Gift, I went along with the purchase and told by the sales person that I have two weeks to cancel without a penalty.
I am now trying to cancel the membership due to the members work conflict and travel schedule and so far have not been able to do so. The contract period is from January 16, 2016 to January of 2017. I have made several phone calls to the customer service number provided and was told that they do not offer cancellation for pre-paid membership. I am now stuck with a costly one year membership that no one can use. I will continue to try and get this resolved and take a penalty if necessary, but I can't seem to find anyone that can help. Their website does not offer helpful answers and their customer support is rude and not very helpful.
I was a faithful member of this gym despite their sketchy facilities (especially in Washington Heights) and went to cancel my membership this week only to be told I had to pay a cancellation fee (despite being assured I was on a month to month membership when I re-upped last fall). I was forewarned that they are a problem to deal with if I ever tried to cancel and it's true - STAY AWAY FROM THIS PLACE!
Recently I had just reinstated my membership at Lucille Roberts Bayside branch 5 months ago. From the classes, as they say Kickboxing, Zumba, Tone yoga, etc, the workout choreography moves does not reflect the title classes. I have taken most of them, Kickboxing, Zumba seems more of "Aerobics" rather than actual Kickboxing and Zumba Latin Salsa moves. I noticed most of the fitness instructors, hired by Mary Ann at Lucille Roberts, are just doing their jobs being told what to do, since all the choreography of the different instructors are similar. I prefer to take classes which strictly states the title, not the altered version of it. I really feel I am not paying my money's worth for these classes.
Yoga to my understanding, is a class that provides stretching, balance and peace. When I took that class, Marion, the instructor had loud music, informed us to use heavy weights and a large workout ball. I was very confused at what Yoga means at Lucille Roberts. I did speak with many instructors, it seems there are different new ones all the time every week, month, where I believe this manager Mary Ann fires and hires new people. In addition, Lucille Roberts Bayside uses their Sauna Room as a storage closet, which I thought the Sauna room would be open to us ladies. Only amenity available to us were the showers, and even the cleaning lady was rude, told us to pick up our own hair from the drain.
I used to be a member of Lucille Roberts. When I came in as construction was going on for FIT GYM within the Lucille Roberts original gym, a girl said she needed to check my membership and update it with a new credit card. She did, but unknowingly to me, she changed my membership and upgraded it to FIT GYM. Once I started seeing a new monthly debit account for 25.00 instead of my original Lucille Roberts price of 15.99 I went back to the gym. The manager met with me and asked why I wasn't interested in using the great FIT GYM equipment. I explained I wanted to keep my original membership and utilize only the Lucille Roberts part of the gym. She took my membership key and said next time I come just ask for her and I'll get a new membership key.
To date, I don't have ANY membership key, but Lucille Roberts keeps trying to invoice me and now just sent a postcard for $156.75 past due!!! I haven't been there is January 2015 and I DONT HAVE A MEMBERSHIP CARD TO SCAN BECAUSE THEY TOOK IT. I can't reach anyone by phone or email and I certainly don't want to go back to the FIT/LUCILLE gym where they can hijack my credit card again without my authorization or permission. CRIMINAL!!!!!!!!
I joined them in June 2015 and cancelled that same month. They still take money out of my account every month since then. I keep calling to get my money refunded to me but they just refusing to do it. They are telling me they have no record of me cancelling. The customer service I spoke to was Cassandra. She was very rude and very unhelpful. Lucille Roberts are cheats. I want my money back. I wish there was an option where I can give them zero stars. If you are thinking of joining them, do yourself a favor, don't. You are better off with working out in your house.
Hate it. Rude staff. I only went for a month and since I've been trying to cancel my account. I signed up for the pay as you go but I don't want to go no more. Keep calling the number I've seen online but no one picks up. So for now I've frozen my account so that they don't take anything. But just wondering has anybody tried closing their bank account that's registered to the place? And just opening a new one?
Beware LR's Flushing location... Once they sign you and get your banking information, staff demonstrates unprofessional handling of cancellations and subsequent grievances. Managers and staff not equipped for responsible positions in Flushing or Customer Service in NY. Instead of new equipment, the company could invest in training. And stop taking people's money after they cancel. Another scam aimed at women. Shame on you Lucille Robbers.
Current members of Lucille Roberts were told when construction on the new Fit Club on the first floor of the building we use (Sunrise Highway, Massapequa) was completed, it would be co-ed and that we would have use of those new facilities if we wish to do that. The upstairs that we use and have always used would remain ladies only and would remain that way. All during major construction, our TV's were all out of order and then when they worked, they were still screwed up and every complaint was a different story about why and when they would be fixed.
Months later, they are still screwed up, but the new club downstairs seems to have no problems with their TV's. Now we are being told, we cannot use the downstairs facilities unless we sign up by a new contract for more money. A complete 180 from what we all were told. They never heed any complaints and change any rules any time they want including prices. I feel many members feel because we are seniors, we are not treated well and the company wants to get us out and only cater to the younger set.
I cancelled membership and was still being charged. Since mostly do everything electronically I didn't catch the monthly charges until a few months later. I called the location to cancelled YET AGAIN after given wrong information in the Clifton office about my charges. I called customer service, I was explaining to her about my situation and asked for a supervisor she rudely hung up on me. I called back and again they were of no help after months later of charges that cannot be refunded or spoken to appropriately.
I have health issues and a family to deal with, haven't been working for a couple of years. All those bills and these people are so inconsiderate and no manners whatsoever. Lucille Roberts SUCKS MAJORLY!!! I will post all these reviews in so many other sites. Hopefully others will post too and it hurts them for such terrible service and the way they rob people. However karma is great. It may not hit them today or tomorrow but it will and hit them twice as hard!!!
In attempt to cancel my account prior to traveling, I was told to activate Lucille Roberts account online. I never received an email to activate my membership ID. The website is not user friendly. It only promotes different gym locations. There is not a corporate telephone number to speak with a representative. No one responded to my emails. I called my credit card company to put a block on Lucille Roberts' attempt to charge my credit card. These damn bloodsuckers used a different code and amount that was used during the sign up fee. Therefore my credit card company released the funds unaware of Lucille Roberts' sneaky attempt to charge my account. This company has poor customer service and they are frauds for locking people into contracts. My contact number is ** - email address **.
I signed up for the gym in January went to about 2 classes then I received a letter stating that the location I joined was closing. However when I signed up their printer was down so I never received an ID card or contract. However the location closed down which was a total inconvenience. However now I had to find a different location. Went to approximately 3 more classes at the new location then I notice I was over charged. Called the 212 customer service # and the supervisor was very unhelpful. She stated the charge was a semi annual fee. I explained to her that I had no knowledge of this. She said it was on my contract. Advised that I never received any paperwork because the locations printer was down.
She just pretty much said "oh well there is nothing they can do about that." I tried to explain to her several times and she pretty much said "oh I can fax you a copy of the contract now." I cancelled my membership. Their customer service sucks and as a manager she should have had the decency to investigate the issue. I gave her the name of the manager who I signed up with and everything. She did not listen.
I have read many complaints concerning cancellation of gym memberships. Lucille Roberts advertised a 2 for 1 membership special for $10 per month. It did not state that it was $10 per member per month or a total of $20 per month. I questioned the charges, but they insisted it was clear it was $20 for the two memberships. When I entered into the arrangement I was given a card and a membership number. The second membership was for my daughter, who never activated or received a membership card. After several months and limited utilization I decided to cancel the arrangement. I called and they said I could do it online, but never indicated that I had to cancel two memberships - even though I didn't have a number, or a card, for the second.
After the one month required notice period, my card was again charged for $25 - the cost of a single membership. It seems they were now charging my daughter for a single membership (although she never activated) on my credit card. But, she never agreed to pay for anything!! I agreed to pay $10 a month for what I believed were 2 memberships - which I cancelled. Not only will I be charged $25 for this month, but $25 for next month per the one month notification required. I feel the advertising was misleading, as are the cancellation policies. I signed up for and paid for a particular arrangement which I then cancelled.
This gym totally sucks! I have no idea why I did not check for the reviews in the first place. The gym is a piece of **. I love working out but this gym to me is a disgrace to anyone who takes working out very seriously. The one in Bayshore that I go to has literally ONE ab workout machine! They only have machines that target your legs and about 30 treadmills and ellipticals. Like what the heck is the point of a workout if you just target your legs every single day? And the classes are so not worth it. Yes, they have all types of classes you can take, Zumba, kickboxing, etc, but the instructors go way too fast for new comers and there is about only one good instructor at the one I went to. I paid $24 a month for the gym which isn't bad but in all honesty, Planet Fitness was down the road and charges $20 for leg, arms, abs, chest machines.
Much more worth it elsewhere. Biggest waste of money and time for me. On top of that, my cancellation fee was $15! Like is that a joke? I could understand $5, or $10 but $15?! Most gyms are free cancellation fee or the most they charge is $10. It was the hugest waste of money in my entire life. This gym sucks. I would NEVER go back to it again, if you are reading this, there are so many other choices out there, do not waste your time. I never write reviews but I had to this time.
2/14 joined Lucille Roberts to try out a cardio class (did not offer daily passes) gave my cc info. & signed electronically. After class I left and forgot to pick up contract package. Next day I called Lucille Roberts & was told they would mail me my contract (Never received). 6 wks later canceled membership after attending a 1 time class. Just recently was going over my cc statement and noticed 1 year worth of membership fees from Lucille Roberts.
After contacting customer service I was told my membership was never cancelled. I gave them the name of the person I spoke to that confirmed my membership cancellation. They refused to listen and said charges still apply bc they never received a written notice. I was never advised of a written cancellation policy was also assured by their Steinway location rep. membership was cancelled. Management needs to screen & train their employees and customer service reps. properly so that the consumer does not lose $$$ over unjustified membership fees. Be aware of untrained reps. could cost you $$$$.
I went to Lucille Roberts in 2012. I really wanted to lose weight and was disrespected. I was called sir and also was told to go back to school. I was an adult of 30 years of age. A man came inside the woman's locker room. I would not recommend this gym to anyone who is overweight and really wants to lose weight. It's terrible. I felt very embarrassed and ashamed.
The staff at the Holbrook gym is all over the place. Tonight the girl at the front desk sat on the phone the whole night. Ignored me when I came to the desk. She texted and talked on the phone all night. I'm going back to Bay shore. The manager is nice, her staff is terrible.. The older blonde lady looks like she's high as a kite.
I rec'd a 3 month membership as a Christmas gift which ended on 3/18/15. I did not wish to continue or join thereafter. I did not sign an agreement with LR. They continue to try to collect for the month of April stating I did not give 30 days notice and state they will take further collection action. So this "gift" will probably wind up on my credit report. The harassment is relentless. Stay away.
I was a member for two years, but cancelled because I was going to be out of state for three months. The girls at the desk said I had to cancel on line, which I did. However, I keep getting dunning notices saying my account is past due, but I couldn't call because I didn't have a phone number. I wrote to them and received another notice saying my account is past due, this time with a phone number. I called and she acknowledged receipt of my letter, but said she couldn't cancel until account was paid. I told her I was not going to pay for something I did not use. I am still trying to cancel on line, but apparently their cancellation service charges a fee for this service. What a rip- off.
I need to cancel my daughter's gym membership. When I call Lucille Roberts customer service number at 212 734-9717 there is no answer. I spoke to the gym manager ** at the NY Holbrook location and she said "you must cancel the membership online." I am unable to cancel the membership b/c it keeps telling me there is an error in displaying this page. My American Express card is being charged monthly for membership. I have disputed the charges with Amex and refuse to pay until this matter has been resolved. I am extremely annoyed with their customer service. Thank you.
Every day I get an email from Lucille Roberts Gym titled "Due Collection". I am not, nor have I ever been a member of this organization. I've asked them repeatedly to correct the email so it's going to the right person to no avail. They continually ignore me and in the meantime their real customer is not getting the messages. If I ever move to a city with a Lucille Roberts gym I'd never consider doing business with them. Very unprofessional operation.
I had been a member at the RVC location and bought (I THOUGHT) 3 months. They would not stop charging my credit card. I refused to answer my calls, I was forced to cancel my card! Since I was paying anyway, I went to the gym and the same woman refused to let me work out. A young woman I think named Marie, a snotty, brat and also so out of shape for a gym employee! She threatening to call police and I said "Go Ahead!!" She called the police and I was asked to leave. The poor cops said sorry and rolled their eyes at her! Never Go there!!!!
I was a member of Lucille Roberts in 2012, I did not keep up with my attendance and my account was suspended. I rejoined the gym in 2013 and also upgraded to the gold membership so that I could go to any gym. When I upgraded I had to pay the balance from my initial membership and then the first payment of the new membership. I rejoined when the promotion for $4 a week was going on and there was no contract. I have not been to the gym since 5/7/13. I have been trying to a customer service number for some time, tried a number I got online to only to directed to an email that does not work. I finally went into the Fulton location and was told that there is no longer a customer service anything. I asked the young lady there if I could cancel and she told me that she could not cancel my acct. Not only could she not cancel it but that the current acct I had I never registered it online and the old acct I had in 2012 was in the red $300+ dollars. Which is absurd to me because they were taking payments for the newer acct. She also told me that I would have to go back to the Lucille I signed up with for them to help me because they don't have access to all my acct information at that location.
Tonight I was finally able to cancel my acct and I had to pay $15 to cancel. Which again is obscene to me. This scamming company has been getting payments from me for over a year and you charge me to cancel. Where does it say that that is your policy? And where did I sign up for that, because I signed no contract. That's the whole reason I didn't mind joining in the first place. I don't know what has happened over the years but Lucille Roberts is being run like its a scam. And I need to speak with someone in that company. Tried to send an email to them about the issue and got an error message from email@example.com (the email provided from Lucille Roberts website) stating that my email address is unauthenticated. Meanwhile this is the email they send all their promotions and billing notifications to. Bunch of crooks!!!
I joined Lucille Roberts 6/20/2014 for three months. During the time of joining, representative did not discuss any terms and conditions to leaving gym. Was told “No contract, can pay as you go.” I have not been to the gym since July 2014. Now Lucille Roberts is asking me for fees from September to January as part of a 30-day notice which I have no idea what they talking about. I am really disappointed with this policy at Kearny NJ.
Lucille Roberts Company Profile
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- Lucille Roberts