Our promise. We provide a buying advantage with verified reviews and unbiased editorial research.
About Lucille Roberts
A link has directed you to this review. Its location on this page may change next time you visit.
- 4,349,265 reviews on ConsumerAffairs are verified.
- We require contact information to ensure our reviewers are real.
- We use intelligent software that helps us maintain the integrity of reviews.
- Our moderators read all reviews to verify quality and helpfulness.
Reviewed Dec. 20, 2014
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!!!
Reviewed Dec. 9, 2014
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.
Reviewed Nov. 21, 2014
I have joined to Lucille Roberts Before a month on 10/02/2014. During the time at joining they haven't discuss any terms and conditions to leave a gym. I am not going to the gym from starting of this month but even you have charged me fees for this month. At least you have to send me a message to get confirmation about whether I want to continue or not. Now you are asking me to pay the fees for December too, as a part of 30 days notice. As am a student am not able to pay this much money every month even am not going there. I am really disappointed with this policy. It is not really a good idea that I can cancel my account by online only. This is really the worst thing! This is the worst policy of your gym and I am feeling the worst experience of my life with your gym. I found your policies are not fair. I don't want to waste my money for next month (December) as am no longer going to gym. I would really appreciate if you will solve this issue.
Reviewed Nov. 8, 2014
Lucille Roberts monthly charge is very cheap. Trust me, its not worth the 20 bucks. The instructors aren't certified. Not even CPR certified. The bathrooms are filthy. The employees know nothing about fitness. I once witnessed a member teach a class because an instructor didn't show. I wouldn't send my dog there. Join Retro. It's cheap and you get more than you pay for.
Reviewed Nov. 7, 2014
There was an unauthorized payment deduction to Lucille Roberts I noticed from my bank account. I never signed a contract. I never signed release to have my account deducted. I was very concerned before I signed up via phone. When I came to the gym the next day I checked in, they gave me a yellow membership card. I asked if I should be signing anything or giving ID as proof of who I am and I was told no. The assistant mgr. Jessica said there is no contract and this was month to month. I would need to pay my dues monthly if I want to continue attending the gym. And I was informed I could cancel anytime and opt out because they DO NOT keep credit card info on file.
Well when I noticed a deduction I alarmed so I called the gym in Forest Hills and spoke to a Ginesha. She was very UNHELPFUL and sassy, very snotty and ignorant. She put me on hold for 13 minutes. When she returned she forgot about me. I requested to speak to a mgr. That's when I got Jessica. I requested from Jessica a copy of the form they said I signed to allow them to release my credit card information and give authorization for payment. Jessica said she was unable to assist me because she did not have them. She was very rude. I requested to speak with her manager or the owner of that Lucille Roberts. She said there was no manager higher than her, no owner info she could release to me. Jessica said if I want help I'd need to email LucilleRobertshelp@gmail.com customer service. I emailed them and never received a response. Nobody was able to help me. Everybody was very disgusting and rude. I told her I'd call 311 to make a complaint. Jessica laughed and said do whatever I feel I need to do.
Let me mention why I decided to stop going to Lucille Roberts fitness because I would go an hour early before I had to be to work. I work in Forest Hills, NY and this was perfect location for me. The doors open at 7 and that would give me a full hour to workout shower and change before I had to be at work. Well the staff was NEVER on time opening the gym. The girls would get to the gym around 7:20 to 7:30 every morning which would only give me less than 30 minutes to work out before I had to shower, get dressed and go to work so I decided this was not the appropriate fitness center for me. I'm paying for something I am not getting.
Reviewed Oct. 22, 2014
I have cancelled my gym membership going on 7 months ago (March 2014) and keep getting billed (October 2014). I went to the gym - spoke to the manager, I was told there was nothing they can do and there is no phone number for customer service. I am still trying to get help, tried sending them a email from a email address from a bill they sent me but did not get a response. I would not recommend anyone to this gym, no customer service and employees are not even willing to help. What do I do.
Reviewed Oct. 19, 2014
I joined LR. I made it very clear that I was not in a contract yet I need to cancel and it's not happening. I am very much disturbed to see so many negative reviews about this company for so many years yet they continue to do pretend they are giving honest service to their customers. This is America not a third world country. Why is LUCILLE ROBERTS gym as of today 10/18/2014? The company is conning and stealing from its members for so many years, WHY?!!!!! I need out Now. I do not want to be a member of this gym no more and it's my right. CANCEL MY MEMBERSHIP AND STOP RAIDING MY ACCOUNT 15$ EVERY MONTH. AT THIS POINT I NEED HELP FROM the consumer affairs. I need my membership from this company to be terminated.
Reviewed Oct. 14, 2014
No customer service representative has been opt out! Problems with cancelling!
Reviewed Oct. 14, 2014
Horrible experience. I registered with them in November of 2013. I stopped going in March of 2014. I've been trying to cancel my membership. Unsuccessfully. I'm still trying now. The number they post doesn't work it's completely horrible. It's like entering the MOB, you can never get out!!
Reviewed Oct. 2, 2014
I have been trying to cancel my membership for 4 hours. The website keeps telling me there is an error and I cannot proceed. I called the Bay Ridge site for assistance and there is nothing they could do. I was informed it must be cancelled on their website. I was given another site LRHealth.com to cancel my membership. I completed the information and once submitted it stated, "If trying to cancel your membership it will not cancel & you will continue to be charged." I called the Bay Ridge site once again to speak to a manager & also asked for the corporate office's number. I was informed there is no such office and there is nothing they can do. Horrible customer service!!!
Reviewed Sept. 26, 2014
Hi, I was so disappointed about this gym's customer service, and I tried to cancel my membership through the online email three times, they didn't reply at all, which make me to dispute with my credit card company. Somehow my credit card still get charged and they would not cancel my membership. This is really a terrible and horrible customer service experience, seems they want to keep charging me forever. It has been 4 months now, and they still not want to solve this no matter how many emails I wrote to them and that's the only communication way. They have no phone you can call but email seems is one way communication. They don't reply!!!
Reviewed Sept. 19, 2014
I urge everyone to not trust this company. Find a more reputable gym. Lucille Roberts allow individuals to fraudulently use my debit card information to set up gym memberships. When I alerted them to this, they took almost a full week to get back to me. They ignored many of my emails. They refused to provide me with a refund and told me to contact the individuals to get my money back. One of whom was a minor. Now how was I suppose to do that if I didn't know who the individual was? No one ever fulfilled my request to provide a phone number of a supervisor. I never spoke to anyone on the phone. I was simply ignored. When I contacted the BBB to refer to this issue, they again ignored my complaint.
Reviewed Sept. 13, 2014
I have tried to cancel my daughter's membership about three months ago and they said they would but here it is three months later and I am still being charged on my credit card. I have spoken to Keisha manager in charge and she said she would send the main office an email on my behalf but it didn't seem to work. Now it's been three months and I am being charged for one of my two daughters. I spoke to Keisha again and she said there is no phone number to call them directly. It all gets done with E-mails and that they have been having problems getting their E-mails.
Reviewed Sept. 2, 2014
I joined Lucille Roberts in May 2014 in Bohemia, NY. I immediately had to cancel membership because I moved out of the area. I submitted a request through their online help desk. However, no one ever called me or email me to tell me that the membership had been cancelled. Just as I thought, I received a charge of $16 in June, July and August. I disputed the charge for August with my bank. But I still have not heard from Lucille Roberts and I've just sent my 3rd request to them. Not only do I want my membership cancelled. But I want reimbursement for June and July as well.
Reviewed July 3, 2014
I had a horrible experience on Thursday July 3, 2014 at the Lucille Roberts location. I went to the gym and there was a maintenance man working INSIDE the locker room!!! And the worst part is he did not leave when I went in there to change, so I didn't!! I complained to the front desk Zoey, and she was extremely rude and said "well I made an announcement". Is this how they run this establishment? An all women's gym with male maintenance crew working IN the locker room during gym hours?!? That is disgusting and repulsive that they would do that to me and their members. Disgusted member.
Reviewed May 31, 2014
I join Lucille Roberts in 2012. They are very unprofessional and have old machines in all the urban locations, Brooklyn, Bronx, but the Manhattan gyms are updated. If you sign up in Brooklyn or the Bronx, you can't go to a Manhattan gym unless you upgrade - doesn't make sense at all... I can go to a Brooklyn location, drive through Manhattan and can go to a Bronx location. I work in Manhattan and they did not mention that when I sign up so I upgrade for the convenience. Seem liked I join a new gym when went to a Manhattan location and may I add, a upgrade was 20 dollars on top of the ten so my monthly dues became costly. I decided to downgrade and guess what, no luck. It's amazing how you can take my money but I can't speak to a sales rep on the phone. I tried online. Guess what, the site doesn't work and unfortunately they are still taking money out my account. It's time to put this company out of business!!! Once you sign up, you can't get out. SCAM.
Reviewed May 30, 2014
I wanted to freeze my account from April to June as I had a medical condition and subsequently had surgery a week ago. I have tried dialing the ** ALL day today - it either rings several times and hangs up or now it is just doing some weird ringing noise. When you call your local LR gym, the manager there tells you that you have to go online to do the freezing of the account and there is no other way. I told her that I want to speak to a live person - there is no option to do this. From what I am reading with other people's experiences with freezing or cancelling, I now feel that I will be in for a ride but I will continue on. If I don't get what is needed via their site, I will be sending a letter to their main office as often as possible with a copy to the Better Business Bureau.
Reviewed May 13, 2014
I called the 800 number that appears on my billing email 1-800-LUCILLE. It is out of service. The emails say do not respond to this email. I wanted to update my membership to a new club and give a new credit card to a live person, not fill it out on line - especially after the Target incident. There is no way to do that. I called 3 clubs, they told me there is no main office number. I have to go to the website and do it there. I also filled out their website forms 3 times in April and May, asking for someone to call me regarding my questions. No one ever responded. Now I'm getting billing emails every other day. All it links to is a form to pay. I do not want to give them my credit card number in a form. Finally out of desperation, I selected cancel my membership.
That led me to getting an "I dumped them" email.. really? Who dumped who? Horrible, horrible customer service. The cancellation form led me to getting a 212-734-9717 number to call between 9-12 and 1-4 M-F. Any time I have called I have been on hold getting their "Please Hold" recording for a half hour or more before I finally have to hang up. Unbelievable how they treat their customers. And I'm still getting billing emails since the first cancellation in April. Did not appear to go through but the one in May did, and I'm supposed to be a member now till June 9 and I supposedly owe them money - but I can't talk to anyone about it.
Reviewed April 18, 2014
This gym is supposed to be about women who want to work out only with other women. It's not. Some of the women have their husbands sit there waiting for them. Today, a worker had her daughter’s birthday party there, with many other teens, boys and girls. There was lots of pizza, cupcakes, and soda. This is a GYM for those struggling to lose weight, and there is JUNK food? I asked a worker to help me learn a machine. She stated she could not, that they teach on Mondays at a certain time. Really? One machine? I also asked a worker about foods to eat to lose weight and she told me a diet of only apples would do it. Half the staff only speaks Spanish. This gym is dirty, rude, and just horrible!!
Reviewed March 28, 2014
I signed my LR 1-year contract in March 2011. In April 2012, I cancelled my membership because of a relocation to another state. Unfortunately LR is still charging my credit card. I disputed several times, sent already 4 additional letters incl. copies of my cancellation/copy of 1-year contract to LR Headquarters and LR billing/cancellation department. LR now sent me emails. After my last complaint about a final billing statement as of $69, I received now a final billing statements as of 3/2014. This last requested amount has been over $120 now. They confirmed now a cancellation as of January 2014. Since I cancelled my membership correctly in 2012 (and even if I would have not met the correct time frame) my membership would have ended in May 2013 and not January 2014. If there is any lawyer who would love to get involved please let me know. I spend already more than 10 hours on copying documents, sending statements about my cancellation and reading all those confusing emails about different amounts of final payments etc. Any help would be appreciated.
Reviewed March 17, 2014
The Manager, **, has a disposition and contradiction in the rules in this club in particular. She does not abide by the rules with everyone and discourages others from going to another Lucille Roberts' stating that it is not advisable to go there. Her attitude and mood swings are unacceptable. She is happy and uplifting when you sign up and after a short period of time, she will be angry and moody and have a miserable attitude toward you. Others there have complained about her from almost day one; to how unreasonable and unacceptable her attitude is, but most of the people have moved to another facility in Suffolk County, Long Island, New York just because it is most disturbing to stay in the Bohemia location.
I am now, in this position with this Manager and she is very unhappy and inconsistent with rules. She seems to be overworked and doesn't seem to care about the inconsistency and just not motivated to treat everyone equal. Makes a lot of exceptions to the rule. I feel she doesn't like her job, and works longer hours than she should and doesn't get paid enough! She has quoted that. Her attitude is so much different than when I first signed up and she was enlightened to the fact that I would sign up. Then within the last two months, her attitude has been disgruntled and irritated and angry. She does not greet you in a personable manner, ignores and turns away from me when I come in. Saddened and avoiding eye contact; when greeted by me. Very uncomfortable with her body language. She also makes insulting comments that are inappropriate as a manager trying to keep people there. I am going to try another facility, but I have cancelled my month to month registration. I have a copy of the cancellation notice which ends: 4/17/14.
Reviewed Feb. 28, 2014
I called in August requesting medical freeze for 4 months. I already had paid and as a courtesy it would be dispensed in the months during freeze. Turns out I was on medical freeze for 2 and not 4 months. After I was told the customer service rep made other notations in the system not reflecting what in fact she told me. I spoke to several individuals explaining the same thing and the gentleman stated, "Oh, without email confirmation as proof, we can't do anything." I explained that I never had a confirmation and he said, "We sent it." I stated that just because you send something electronically does not mean the person will get it. He didn't want to hear it.
I wanted to go back in February and because my acct was compromised during the Dec month of Target's breach they did not have current information on the system to bill and they never called me to let me know. I called to fix this issue several times and I was told no is policy and you must pay all months. I stated I was willing to pay half the bill on but not the whole bill as the August payment was going to be dispensed throughout the months I was out.
On their website they have misleading information and not clear about the 4 and 6 months leave. They actually do not provide that is only 2 month freeze in which apparently I am supposed to call back per a customer representative and is for people on contract and I am not on contract so per representative I did not need to submit medical proof or submit forms but I was able to do it. The customer service reps were rude and not willing to help even though I stated I was willing to submit medical proof.
My mom who never had any medical issues and owed $300.00 on her membership, they took it off but I have legitimate issues and they bill me and not help me. I cancelled my non-contract membership and they still want to charge me for another month even though I cancelled the contract. This is ridiculous and preposterous as they don't care what you say and is what they have on their notes. It is terrible how this people deal with customers and it took me almost a month to get a hold of them because their lines were having issues as it was a busy signal for several weeks. I would like this issue resolved. Thanks.
Reviewed Feb. 19, 2014
I joined for one month and paid cash.... so I thought. Apparently I "agreed" to a monthly membership and now, a year later of never getting mail, phone calls, nothing, they want $150????? This operation is shady! I was told for $40 they would forgive my balance? SHADY! Customer Service was a 15 minute hold time and the rep was so rude and short. I am totally disputing and not paying a penny! I took one class and it was dirty and smelly. The money they collect is not going towards sanitation. Stay away! This place is just looking to take your money! And its not a real gym!
Reviewed Feb. 17, 2014
If you are looking for a horrible front desk service and place to waste your money then Lucille Roberts in Commack is the gym you are looking for. The girls at the front desk have a horrible attitude to the customers. Also they are never ready to help you because, they are too busy talking on the phone. I was a member, and this is why I don't recommend this gym to anybody.
Reviewed Jan. 21, 2014
Any chance they got at flushing they cut the hours too early. Also on weekends they close too early. I want to share a bad experience I got a year ago that took place at Forest Hills location. A woman attacked me verbally and physically. All the people around me saw that she was going to kill me when everyone helped me and stop her. I made that complaint to the manager ** is her name. I told her what happens and I call the cops. I make a report, they came and arrested her. Please any advice what I can do. They never put cameras. They treated me differently after that incident. I don't feel welcome any more.
Reviewed Dec. 18, 2013
2 Memberships cancelled in July, still being charged for one.
Reviewed Nov. 12, 2013
After realizing that working out at Lucille Roberts was not for us, my daughter and myself, we went online to cancel. We were told that we would have a penalty if we cancelled before. We therefore waited and cancelled 7/9/2013. This after being a valid customer since 5/24/11 w/ paid dues. I was paying for both memberships out of my checking account. I REALIZED this month that they were still taking out money on one account even though supposedly it was cancelled. So $22.00 since July. Not to mention that the account had went to term in May with no new contract signed. They are so ready to say you have to go the term of the contract, but they don't contact customers to sign a new contract when the term is up. They use that assumption that nothing said by the customer is reason to keep taking money.
When a contract is up, no one should keep taking money out of an account for any reason. When a football players' contract is up, they don't keep getting paid now do they. This is an unfair practice Lucille Roberts and I would like my money back. Who keeps your records straight? You unfairly messed up my bank account for something I thought was over with. How devious and dishonest. I would never go back to your place of business nor refer you to anyone.
Reviewed Sept. 16, 2013
I was under the impression that the gym would cost $1 for a risk free 2 week trial. And if you cancel before then you will get a refund. I am homeless and living in shelter with my children, suffering from mental disabilities I thought a great Zumba class will release stress. Instead, they consistently withdrew $23.00 from my debit card. I am appalled that I tried going into the gym several times explaining to cancel the membership. I even called several times to the location itself. The rep Shawn ** was a complete moron!! He basically told me so what and then lied and said reps can’t cancel memberships! That is a lie!! He then said "Oh I cancelled it today!" So why didn't the previous 20 reps do that?!? This gym is either bias or just a rip off.
Reviewed July 12, 2013
As my subject says, Lucille Roberts really excel in that regard. I have been a member for about 9 months. The only reason I stayed that long is because I cannot cancel my membership. Upon joining, people at the gym gave me all the wrong information, misled me into thinking the cancellation fee is very minimum and I can cancel my membership for verity of reasons. However, that's not true after I moved to a location where there's no LR can be reached probably within an hour drive, and the customer representative told me I cannot cancel because my new zip code shows there's a gym in "the area."
Any questions you have, you pretty much have to call and talk to a customer rep. No one can help you in the gym. They just over billed me this month, which is ridiculous because I have a year contract and it has always been the same amount. The gym is overcrowded, you can barely move. Different locations offer ridiculous discount to attract new members and they do not consider if the facility can afford to serve that many people at all. I've seen $10 monthly promotion. I probably will complain less if I pay as little as $10 a month, because that's how much LR worth if not less. Some of the classes are okay. Some of them are really bad. The teachers can barely speak English and do about three different movements through the entire class, and all they say is one, two, three... In general, this is a very bad experience. I would not recommend anyone to join LR.
Reviewed June 15, 2013
My name is Sudan. I joined the Lucille Roberts gym in Irvington, NJ. It stinks there. With service, we have to sign half hour for treadmill. You are charging me for equipment fee, and you need to put back the money in my account. Else, I am cancelling my membership. You took out the best class during Mondays and Tuesdays at 5pm. We want those classes back.
Reviewed June 8, 2013
I had a membership for roughly two months. I moved and decided that the trek to the closest gym would be a bit much. I went to the gym and was told I could not cancel there. I was given a piece of paper with both a cancellation number and a website. I called the number over a 30-minute period, and the phone just rang; no voice message, no answering, NOTHING!
Once I realized what was going on and the tactic used to prevent my cancelling, I went to the website, where I was informed that I would be forced to pay another month's dues even though they'd just received a payment from me. They have the nerve to solicit me to come back. NEVER. THEY ARE A FREAKING RIP-OFF. STAY AWAY. DO YOURSELF A FAVOR. IT MAY COST A LITTLE MORE, BUT I'D PREFER HONESTY. SHAME ON YOU, LUCILLE ROBERTS!!!
Reviewed May 12, 2013
I saw a two-week trial for Lucille Roberts online. It said that if I am not satisfied, I can cancel within 2 weeks and get a full refund. I went and was unsatisfied. I canceled online within the two weeks and also sent them a letter registered/certified requesting a refund, as per the terms of the two-week trial. It was supposed to be $15, but Lucille Roberts billed my card for $26. When I cancelled, they said they had to charge me an additional month, which was a sham and crime, and I do not know what to do. I feel angry and ripped off. I want my refund because I enrolled online and cancelled within 2 weeks. How can they get away with this? I called the customer service number within the times designated, and it said the office is closed. I faxed them my request and got no response. I called my local Lucille Roberts and said they have nothing to do with payments. This is a huge crime. I want justice. What do I do?
Reviewed April 28, 2013
About a year ago, I talked to the woman at the desk in Lucille Roberts in Bayridge, Brooklyn. I told her I wanted to cancel my non-commitment membership because I wasn't using the services anymore. She told me they do not do any cancellations at this location, and I had to contact customer service on their website. Searching through their website, I couldn't find any connection to a cancellation page so I googled "contact with Lucille Roberts cancellation number". I found an enormous amount of complaints about cancelling, as well as a customer phone number (212-734-9717). I called them, but never got through to anyone.
The phone either kept ringing, or I was always on hold. I decided after continuously trying to contact someone that I would disconnect them from my bank account. Now, it's April 28, 2013 and I just got a postcard from Lucille Roberts telling me I owe $157.50! They are unable to collect my monthly payment, yet I have not swiped my membership card in any Lucille Roberts locations for a year now. They wouldn't have any logs of me using their service so how do I get billed for a service I don't go to anymore? I am frustrated and angry that I can't express my argument about cancelling my service. I do not wish to pay the $157.50 because I had a non-commitment membership, and I haven't used their services.
Reviewed April 18, 2013
My wife has been a member since 1997. She refers lots of customers. In fact, she brought 2 people to join 2 weeks ago. She invited another friend last week to try out the gym (with a 3-day promo pass). The manager (Ms. **) was not hospitable, professional, nor does she "have time" for them. When they said they were customers and the friend was thinking about joining, Ms. ** said that she didn't have time to deal with them and didn't care if she wanted to join or not. When asked why she was treating them so disrespectfully, she said, "I don't care."
My wife said she was going to cancel and so were all of her friends due to the service she was receiving. Ms. ** responded with "I am the manager and I really don't care." She told my wife, "Do not bring people like this." A true professional would never treat anyone this way or discriminate based on color, religion, etc. I'm asking and urging the people in charge of this facility to take immediate steps to correct the issue or risk many more complaints and a possible lawsuit if she continues to treat people this way.
Reviewed April 16, 2013
A friend of mine got me a pass and I tried out the Astoria, NY location. However, the manager was super rude and treated us like dirt. And when we tried to look at the schedule, she removed it from my friend's hands and told us we have to wait. I simply said that it was fine and I can look it up on the website. Then when getting my ID on our way out, I was asked if I wanted to join on the same day. I said not yet since I still have a couple more days on the pass. The manager got upset and said, “No, I am the manager here and you are only allowed one day. I wouldn't allow you to have more.” She was very upset since I did not get a membership and refused to explain why.
A third friend of ours was with us and told her that her pass was the same, and she used it for 3 days at the same location. We asked to see the pass and find where it is printed that it is good for one day only. She refused and turned away to help someone else at the counter. I then asked her coworker to explain to me what was going on. Then she came again and told her that it was not their problem and to not help us (very childish). Me and my friends were very upset at the way we were treated. And we asked to leave the gym when we have done absolutely nothing simply because I did not want to join the gym the same day, and she was probably not getting any commission that day.
A lot of my friends who are members of the gym are all going to cancel their memberships after hearing my discrimination incident. This lady was very rude and discriminated against us for no reason when we were going to be bringing her business instead. That is a very unprofessional way of dealing with customers. I would like some actions to be taken against this employee because she will be pushing a lot of customers away and ruin the gym's reputation.
Reviewed Feb. 7, 2013
I joined Lucille Roberts after my daughter was born in 2008. It was a 2-year contract that I didn’t even know I had until I went to cancel it. This is when I found out that I had 1 year and 8 months to go for me and my mother that joined with me. I was charged on my card for so long that I even forgot when the time passed. Of course, they didn’t notify me either so they continued to charge my card for four years. I realized it when I sent a payment, and I was checking if it went through; that was when I saw the charge from Lucille. I was in shock! I started calling, and they wouldn’t pick up the phone and kept me on hold for a long period of time just to cancel.
I sent emails to customer service that were never answered. Since that didn’t work, I closed the bank account they had in their records. That’s when I got their attention, but this time to charge me with late fees. What balls! I finally got through today and told the person what happened. What he said was, “Well ma’am, whose fault is it if you didn’t read a contract?" It says that after the two years, it is month to month. So now that it’s cancelled after this month, I still have to pay over $100.00 in charges because it only counts after today's cancellation; and I am getting billed for the months they couldn’t charge my card after I was charged almost 5 years and 4 months of actually attending that gym. Please read the small letters. I feel like an **. Shame on me! Don’t let it happen to you!
Reviewed Nov. 8, 2012
All classes returned to their normal 2-session schedule except Fordham, where the members are primarily Black and Hispanic. I called customer service and they said it was due to hurricane Sandy. I asked why all the other gyms returned to their regular aerobic instruction but Fordham did not - we were all affected by the weather. They continually read that “they have the right to cancel as they wish”. I call it racism!
Reviewed Oct. 16, 2012
I have a gold membership at Lucille Roberts and I have been a member for over 10 years. Since there isn't a Zumba class at Forest Hills on Tuesdays until 6:45, I decided to go to the one in Flushing to take the 5:30 class. Earlier, I had switched cars with my husband and he took my gym bag by accident with my membership card inside. I called Lucille Roberts in Flushing and I explained my situation and asked if it was possible for today to use my driver’s license as my ID. She immediately said no and stated we don't allow that. I called the location in Forest Hills and asked and they were kind enough to allow me in with my driver’s license since this was a one-time situation.
I called back Lucille Roberts in Flushing and the same lady answered the phone, some lady named ** who says she is the manager. I told her I couldn't understand why I was not allowed to get in with my driver’s license as a courtesy like Forest Hills. She was rude and told me to go to Forest Hills. I said that if this was a franchise. She said no. So I said, so the same rules should apply for all the locations. She continued to argue and again told me to go to Forest Hills. I found that very rude she needs a refresher in customer service.
Reviewed Oct. 6, 2012
I went to Lucille Roberts in the Parkchester area of the Bronx. As soon as I walked in, there were four women behind the desk and a child. Two were having a conversation in Spanish, another woman was helping a child with homework and the last one was on the phone. No one acknowledged me when I walked in so I said, "Hello." The two women who were speaking in Spanish literally looked at me, turned back towards each other and finished talking. Not one word to me. After standing there for another 30 seconds, I realized they were not going to help me so I left. This was the second experience of discrimination in New York City the whole 27 years I lived here.
Reviewed July 2, 2012
I have a non-commitment membership and I called to request for a cancellation and also for Lucille Roberts not to charge me but they insisted that they will have to charge me. I asked to speak to a manager and Cassandra, from the customer placed me on hold for approximately 25 minutes and no manager came to the phone. I called back and was told by Daniel that there was no manager available and that I have to call back since I cannot leave a message for the manager to call me back.
Reviewed June 21, 2012
I joined Lucille Roberts because there was a non-commitment. I was asked to give them a credit card and I questioned it. Jackie told me, "We will not charge anything to your card. It's just for out records." This was misleading and a scam. I never stepped foot into Lucille Roberts for any reasons even to work out ever. So, I just gave them $75 just because with no services rendered. I am willing to go further with this, small claims court, media, etc. This is how strongly I feel. If Lucille Roberts is so confident in their service, why do they have to scam people and take their money? The wording Jackie used was so inappropriate.
Reviewed April 24, 2012
I went in to a Lucille Roberts to cancel out of their month-to-month membership due to my moving out of state and their having no locations near where I am moving. I requested an immediate cancellation and was told this could not be done at the center, I would have to call this cancellation in. When I called in the cancellation, I was told that I must pay for an additional month. I explained that I would not be using their facilities as they are not in my relocation area and I was told that I would still have to pay an additional month. I told their representative Shawn #** that this was not acceptable. I requested to speak with his supervisor or someone else in the upper management. He said that would not be allowed and that my membership would not be cancelled before June 2012. I told him I would ask my bank not to honor any requests of Lucille Roberts and if there is a fee for this, I will come back to them for reimbursement. He then asked if he had been helpful. I told him no way and that I'm very disappointed in Lucille Roberts.
Reviewed April 11, 2012
I wanted to cancel my Lucille Membership. First, I received the never ending busy signal, so I googled to try to find a better number when I happened upon this site. I was very worried I would have a similar experience. I don't know if this is what helped, but when I called them up, I mentioned that I read online about a lot of unhappy customers and the guy assured me that the cancellation would go through after the 30-day notice since they had a record that I called. I said, "Sure, that's what everyone else online said and it seems you guys lost any record of them calling. I guess we'll see what happens, but if it doesn't work out, I can always charge back the fees on my credit card."
The customer service rep promptly sent me an email with a PDF attached. It was a written record of my 30 days notice given, along with the last billing date and date of membership termination. So now I know I don't have to worry and if for some reason they charge me beyond that date, I won't have any issues with a charge back.
Reviewed March 15, 2012
My Lucille Roberts membership cancellation has been ignored. I called the number for cancellation and was told it would be taken care of after the 30th day. The last charge would be on January 23, 20012. I am still being charged. I have the conversation recorded on my phone. I need this matter to be taken care of ASAP.
Reviewed March 3, 2012
I canceled my daughter's membership in August 2011 and they're still auto debiting my credit card. I have been trying to cancel my membership since 10/2011 after I fractured my ankle. I got the runaround from my gym at Nanuet, NY. They told me to do it online. Online, it says you must now call the main number: 212-734-9717. No one answers at this phone! I filed a complaint with the BBB in January 2012. They just responded that LR has not responded to them and nothing they can do but keep a judgment against them. This is absurd. Please advise if you are able to do anything. Thank you.
Reviewed Feb. 22, 2012
On Friday, July, 29, 2011, I called Lucille Roberts (LR) at 4:20 PM to cancel. A generic prompt stated the office was closed. The website hours stated (I have a print out of the screen image as evidence), Monday-Friday 9AM-12PM and 1PM-5PM. I received a superfluous of payment emails. At 4:25PM, I sent an email stating that I would like to cancel, but I was unable to, due to the office closing early. I never received a response. I tried calling back a month later. After waiting on hold for nearly 30 minutes (either a lot of people were calling the cancellation line, or this is a tactic to keep people from cancelling), I finally got through to a representative.
I explained everything, and was instructed to fax over proof of the email. After following the instructions, I received an email three hours later, which stated LR refused to settle. I called back and spoke to another rep. Another 19 minute-hold later, the representative spoke very unprofessionally, and unrefined. He told me to slow down, when I spoke my member ID at a very slow pace. Whatever happened to, "I apologize, can you please repeat your ID ma'am?" He reiterated the decision, when I asked for the reason.
He stated it was reviewed, and that was simply the decision made. I asked to speak to a manger, to which he refused. He then begin to argue with me, insinuating I was not telling the truth about the website stating the hours that it had. I offered to send him proof, and he refused. He then stated he did not have internet access to reference the website (you can not make this stuff up). I asked to speak to another rep, and he cut me off mid-sentence, and sent me back to the main menu, where I was on hold for 15 minutes, before giving up.
Lucille Roberts will not receive a dime from me. Please stay away. There is a reason the facility is obsolete, and lure you in with $1 sign up fees. Don't do it! YMCA, NYSPC, or Equinox are better alternatives.
Reviewed Feb. 21, 2012
I had a one year membership for my daughter and myself. I signed up on January 2011. Not to mention, I had not gone to the gym for at least half a year, because of 3 things; my mother was dying of cancer, my daughter was in and out of mental hospitals that whole year and I also have a baby which I paid extra for babysitting. In their, let’s say, 8 ft by 8 ft tiny room have babies that couldn't walk to 10 year old jumping around like wild animals.
When I did go to the gym I go for the classes, that is also the only time the babysitting is available. So I would try to go in the morning because there were fewer kids at that time. But their morning babysitter was so cold and standoffish that my baby really didn't like going and if he did go, I couldn't even finish my class. The sitter would come downstairs and tell me she’s done. I have to stop my work out and get my baby. Besides all of this, comes January 2012, I get charged again, when my membership has expired. That's just unexceptionable.
So I call to ask why this happened. Whoever I talked to from customer service says, “Oh, you still have to call us to say stop billing me,” (unexceptionable) so I tell him, “Stop charging me!” Low and behold, I check my bank statement, I was charged once again for February now! I'm **. I don't have time for this. P.S. Their gym, at least the one I went to on the Roosevelt Blvd, is run by a bunch of kids. There are no adults there? I want my money back that they had no right taking out of my account! I am so done with their gym. It couldn't be more unprofessional and I would be sure to tell everyone I know about it. I would like a phone call back today fixing their mistakes. Thank you.
Reviewed Jan. 27, 2012
My wife was invited by another member to a free day at the gym. During her visit she was bombarded with high pressure sales tactics. My wife is Spanish, and English is a second language to her, yet she was very clear when she advised the sales rep, "I am not authorized to purchase a contract and I am only here with my friend for the 1 day". The sales rep told her she had to sign a form that allowed her the free 1 day access. Again Mery, advised that she does not want or authorize a contract. The sales rep told her to sign the form and there is no obligation to continue with a membership, that this was a 1 time charge to use the gym.
Our bank account has been debited multiple times now and Lucille Roberts, as they do to everyone, demands payment in full for a 2-year contract. We are forced to close our accounts and fight them in court. This type of conduct should not be allowed. Shame on this country for allowing such scams to continue for so many years.
Reviewed Jan. 19, 2012
My daughter Diane ** joined. I gave her permission to have the monthly fee taken from my checking account. This was 18 years ago and they are still taking the $19.69/month. I cannot get them to stop. This is nonsense. You can't get anyone by phone and all the locations have closed in my area.
Reviewed Dec. 20, 2011
I've emailed Lucille Roberts to let them know that I wanted to cancel my daughter's membership since November 1, 2011. All of those having problems with getting your money back, contact the Better Business Bureau.
Reviewed Oct. 22, 2011
This is horrible! Lucille Roberts has the worst customer service that I have ever encountered in my whole life. Their phone representatives are rude and very unprofessional. They show no care or compassion or offer to help in any way. I'm pretty sure there are a few women in one small office that handle all claims as I get the same people every time I call.
Do not join this gym. You will regret it. They steal by charging your account even after the contract is over. It happened twice to me that my bank had to change my account number. The representatives do nothing to help your situation and dismiss you on the phone. I don't understand how a well-known gym with so many locations can treat their customers like dirt.
Reviewed Sept. 19, 2011
I called them and froze my account for one month. Then I called to cancel my subscription to the gym because I moved. They told me that they would charge me for one more month (June 2011) which is the procedure per the contract. I called them on 9/19/2011 to complain that they were still charging me & they said they had no record of the call saying that I wanted to cancel. They refused to acknowledge that maybe they had made an error. Also they refused to credit my account even for one month, let alone the other charges. They are not accommodating at all and I have heard they are this way with everyone who tries to cancel. Their business practices are highly substandard as far as trying to please the consumer. They are very accommodating though when you sign up and hand them a check!
Reviewed Sept. 13, 2011
I can't cancel my membership immediately because it requires a 30-day notice. I must call the above phone number but it is always busy. Today, it actually rang--for a long time. So I called the local club and I was told to write to them. I wrote on August 1 stating that my membership is still being charged. I am still dialing that same phone number but I wasn't able to get through so I filed a complaint with American Express stating that I wish to file a formal complaint as this is illegal.
Reviewed Sept. 11, 2011
I am being billed monthly despite no longer being a member. I contacted customer service and was told that the monthly charges would cease. They have not. I am still being charged monthly. I am unable to complain via their website because despite charging me every month, they no longer recognize me as a member.
Reviewed July 22, 2011
I became a member on 5/6/2011. My member number is **. When I joined, I got a copy of the classes that were included in my membership. Everything was fine for over a month and then one day, I went to take one of my classes as usual, and I was stopped at the door. I was told that in order for me to take that class on that day, I had to pay $40 extra.
Reviewed June 28, 2011
On or about Feb. 8th I joined a gym through what was explained to me a contract I could opt out of at anytime--without membership fees. I was further told that the membership would be charged on the 8th of every month. Well, not only have I been charged before the 8th of every month, but now they are talking what they refer to as "service fees" every 6 months which was taken from my account on June 27th. Do the math. I haven’t been a member for 6 months and when I contacted customer service because no one in the actual gym wants to be bothered, the man I spoke to refused to give me a supervisor stating that one was not available on this day! I am now broke thanks to Lucille Roberts and if I cancel my membership, I will lose even more.
Reviewed Feb. 25, 2011
I signed a year contract in Oct 09 and paid it off in Nov 10 and was told that if I didn't renew it then, my card would cancel and I wouldn't be able to come to the gym. I found out that they were still taking monthly payments out of my account for Dec, Jan and Feb and they overdrew my account. When I called all they could say was that I could cancel an account that wasn't supposed to exist and I couldn't get my money back.
Reviewed Jan. 21, 2011
I had a two year contract with Lucille Roberts starting April 2009. In September 2010, they called me to tell me that my account had expired and I needed a new account. I was surprised since I had about 6 months to go, only to be told I had to sign up for a new contract. I signed another 2-year contract to be called 2 days later, saying that they had made an error and I still had 6 months left. They said they would fix the situation, except that they started charging me for both accounts. I kept going back to the place and calling. They said that the manager was working on it and that there was no direct number to customer service. After two months of this, I googled and found a number for customer service, since it wasn't advertised on their website. I was calling numerous times. Finally, they fixed the accounts to stop charging me for both. But when I said I just wanted to cancel the new account, that I was forced into purchasing, they said they would still have to charge me the $100 cancellation fee. But they understood that no fault of mine was involved in this horrific breakdown in system organization.
Reviewed Jan. 3, 2011
A couple of months ago, I sent a medical freeze form along with the doctor's note. They claimed that they did not receive it. I was willing to re-send everything and they refused to accept. They make it impossible to get a letter to them and you can't go in person or fax. They are so rude. I would not recommend anyone to join this gym. They are clearly not trying to help their sick customers. I so regret joining Lucille Roberts.
Reviewed Nov. 9, 2010
I joined Lucille Roberts with my niece in August 2002. We were advised that there were no commitments and we can cancel at anytime. We went maybe two or three times. So in November 2002, I tried to cancel our membership (I was paying for the two of us). They told me the only way to cancel was in writing. I sent them a letter requesting they cancel my membership. In October 2010, I come to find that they never canceled my membership. They have been withdrawing money from my bank account for the past eight years. I never realized because it never said Lucille Roberts on my bank statement. It just stated draft.
I always pay my bills on the computer, so that was nothing different to see on my statement. I called the Kearny location, where I joined in 2002. They said I must call the New York office. When I finally got a person on the phone, she was not very pleasant. I asked to speak to a manager. When she finally granted my request for the manager, she (Cassandra was her name) was not very pleasant either. She told me I had a contract (which when I joined, they stated there were no commitments) and I am not getting any of my money back. She said the only thing she can do for me is now, cancel my membership (funny, no letter required). I requested a copy of my contract that she said she has, but I have yet to see it and it has been two weeks.
My bank looked back in my records and I realized they are charging my account more now than when I joined (per person). I never received any correspondence from them notifying me of any increase in dues (which would have alerted me to the fact that I was still paying). The woman mentioned that Lucille Roberts sent a letter in November 2002 (after receiving my request to cancel), stating that they would only cancel my no-commitment membership if I paid them something like $120 and some change. I asked for a copy of the letter and she said she does not have a copy, they just have a note in their computer that one was mailed to me.
Even if it was and even if I was in any kind of contract, was the contract an eternal one? They told me they received my letter to cancel, after my so-called contract was up. Shouldn't they have canceled my membership? Shouldn't they have notified me of a kind of increase in membership dues? I see that they have done this to some many people and have gotten away with it. How can they still be in business?
Reviewed Nov. 5, 2010
I joined a little over a month ago. I have been there less than three time do to there limited hours. I was not allowed to enter the gym on 11/4/10 despite having my state issued ID. I was not told of this policy until that date in question. I requested to have my membership cancelled and was then informed of a cancellation fee for the first time.
Reviewed Sept. 24, 2010
On July 1, 2010, I faxed this letter to Corporate office for which I received a confirmation receipt. "My name is Mrs. Selinet **, the purpose of this letter is to express my sincere regrets for the need of my account cancellation effective July 1, 2010 due to high risk on what is my first pregnancy at age 37. I thank you in advance for your understanding. If there is anything I can do like freeze my account for one (1) full year I would, since my due date for this pregnancy is February 2011. If there is such freeze please reply back to this letter and I would make any changes needed.
On August 24, 2010, I was still charged a fee of $22.46. I put in a claim with Sovereign Bank; however, on September 22, 2010 once again I was charged. I then received an overdraft fee from my bank who put in another claim #** and closed my debit card for which I will have to wait 5-7 business days to receive a new one. I lost my first child and now that I am pregnant again, I don't need this pressure.
I tried calling the only number on the website 1-800-872-5824 and after several rings it hangs up on me. I tried to log in to the website but it bounces me back and will not allow me even though I am registered. After trying to call corporate I got through someone who said that the number I called was another location in NY. I was given 1-212-734-9717, where I can't reach anyone either. I need to be credited for the amount of $79.92 and this includes the overdraft fee from the bank.
Reviewed Sept. 10, 2010
I cancelled my membership from dissatisfaction. I was not aware or fully explained to about the total cost of membership. I was given and shown a price for membership which did not included other charges that appeared on the contract afterwards, such as bank, process, charges, etc. Furthermore, I later found out I was not given the option in the beginning to opt out from these additional charges.
I have been waiting approximately 3 weeks now for a refund. I search for their website on the net and located an 800 number for customer service, which happen to route me to the site which I opened my membership at. I spoke with Brook who could not provide any information for me about refunds. She said that I would have to wait until Monday to speak to the manager and that the Manager (Paula) is only allowed to contact customer service. The have no customer service availability at all.
Customers are speaking with instructors in which, in my case, had no knowledge of their contracts, pricing, procedures and refunds, nothing. It took seconds for them to charge my account and it takes weeks for me to receive my money. Better customer service is needed. There is absolutely no customer satisfaction and the girls at Fairlawn are rude.
Reviewed Aug. 16, 2010
They misinformed customers to get the membership. They lied to me. She told me that I didn't need to pay extra money to use the location by my house. I joined the gym in a different location and now they don't let me use the one that is close by me. I spoke to customer service and they don't want to help me out. They are very rude, and they told me that there is nothing they can do to help me out. They lied big time so I can get a membership then they don't take responsibility of their lies.
They don't say how much is the cancellation fee on the paper work. They are charging me $172 or some like that for canceling the membership. I explained to them that is not their fault. They will probably take me to collections and I have a good credit. It is not fair to pay when this people lie to customers.
Reviewed July 28, 2010
To explore the $1 promotion for Lucille Roberts, Njoki and Karen went to visit the 50 East 42nd Street location in Manhattan on April 28, 2010. We were told that April 28, 2010 was the last day for the promotion. If we do lock in the promotion, we have until Friday, April 30, 2010 to cancel. During our session with the Lucille Roberts representative, she never indicated that there would be a cancellation fee. On April 30, 2010, Karen called to cancel promotion and informed that we would both not be obtaining membership and please cancel. She was not allowed to cancel the membership because they were unable to find any records (Customer Name, Debit Card no. or address) of signing up the for the $1 promotion. She was told to call customer service back on Monday, May 3, 2010.
Following customer service's directions, she called customer service on May 3, 2010 to follow up regarding cancellation. She was asked for membership card, we told them we did not sign up and do not have any cards as we did not obtain membership, but merely held the promotion with $1.00. She was told that all was cancelled and card would not be charged but there would be a cancellation fee. I told them I did not want either card charged and we should not be held responsible for a fee when we did not sign up for any membership but only considered that option.
I was told to call back to speak to supervisor Sherry on Tuesday, May 4, 2010 who proceeded to tell us we were responsible that our card was charged for the month and would continue to be charged unless we paid the cancellation fee. They could not waive any fees and could not deduct the monthly fee from the cancellation fee to pay the difference. There was nothing else that Lucille Roberts could do. In order to get out our contracts, we have to pay the cancellation fee.
I was charged in May 3, 2010 for $35.52 and in June 9, 2010 for $32.38. In July, I called the bank and cut off the debit card that the payments were going to. As a result, I have been charged for services that were never rendered.
Reviewed July 23, 2010
On 5/20/10 I signed up to join this gym and later on in the day my sister was interested in joining this gym as well. As a favor I put the first payment on my credit card for her, I spoke to the representative at the front desk who informed me that there will be no additional charges made to my credit card. She never informed me that I would be forced to pay multiple payments for my sister monthly. I explained to the corporate office multiple times of this situation, but they refused to do anything and said I "signed" a contract. I then proceeded to explain that I never signed a contract and that I was never informed that by paying one month for my sister out of the kindness of my heart would enlist me in a one year contract.
According to the male representative I spoke to he stated to me "Oh yes you did get a contract for her the first time she used our facility". He then proceeded to tell me that she has yet to use their facility and she has never been there. I spoke to multiple representatives at this location in New york who mocked me and spoke in a loud unprofessional tone with me and told me "Oh well that's the way it is miss". I'm outraged that a company could do this to a paying customer in acquired multiple overdraft fees since I never expected them to keep charging my checking account.
According to them I was explained the terms and conditions and I signed a contract when I asked if they could pull up recorded conversations for quality service they denied stating they don't record conversations. I then questioned how they had the ability to confirm that I was explained the terms and conditions of my sister's contract, they said "We just know". I'm disgusted with this company, I myself work for a major corporation and I plan to make this event public. I can't believe the way I was treated when I tried to cancel the account that they fictitiously stated I signed up for. They said, "oh yes that will cost you as well $104.00". They should be ashamed of the image they portray.
When I asked Sherry if there was anyone else that I could discuss this with, she said she was the "highest" individual in the company and that there was no one above her. I asked if there was a corporate manager or a CEO she said, "yes Mr. **, but you're not talking to him, send in your complaint to the following address: Lexington avenue box 3332 NY 10028. She also refused to provide me with her last name and was sighing on the phone after I questioned her authority to reprimand the young woman I spoke to in Bayside. I'm disgusted with this company and I'm looking for help. Does anyone know another number to discuss this issue with besides the 212 number, they all need a lesson on how to be professional.
Reviewed July 18, 2010
I signed up for a 2 year contract. I did visit the gym twice. I then decided to cancel the contract. When I contact customer service, an automated voice tells me that I have to enter my telephone number in order to speak to someone. My number is rejected. I call the gym in Brooklyn where I signed up to cancel and they tell me that they have no access to do cancellations and refers me back to customer service.
There is no other way to get through to them. Now I receive postcards stating that I missed 2 payments but how can I pay if I cannot get through to customer service? This gym is a bogus scam and I would not refer the fattest calf on earth there. Now I am afraid that they have contacted the 3 credit bureaus. It is not fair that Lucille Roberts continue to charge me month after month. If they rewind their cameras, they will see that I have not been to their gym since first applying I believe in April 2010. Work and school is my focus right now.
I want them to stop billing me and to send me a letter or number where I can speak to someone and cancel their services from my life asap. Who knows an alternate number other than customer service?
Reviewed July 3, 2010
I needed a yoga class for stress. I told "Natasha" with LR, that I only wanted to try membership for a month to see if I even liked yoga. She said that she understood and took my debit card number while at the same time assuring me that it was just a formality. I made sure she understood that I wanted nothing to do with an automatic membership renewal. I only went to LR three times in January and so I decided that I did not want to renew my membership. I tried to call the number LR (Austin St.) provided. They told me that I had to call that number but no one answered! I tried calling the entire month of February.
Finally, I believe it was late February or in March, someone actually picked up and I explained that I did not want to continue at LR. The person I spoke to was very rude and said that I had signed a contract and that LR would charge an expensive "early termination fee." I then told my bank that I would not authorize any more payments to LR. I tried contacting the City of NY and the State of NY Consumer Affairs Dept. in addition to the BBB, but have received no help.
I suffered a stroke in April and this problem with LR is hurting my credit. I really need help. I cannot use their service anymore, even if I wanted to continue with them. Their business practices have left me avoiding all gyms and fitness centers. They have hurt my credit and I had to make sure my bank stopped paying them since they had my debit card number. They charged me for a couple of months before I was able to go to the bank and have them stop payment to this business. LR then sent me a bill and threatened me with a collection agency.
Reviewed June 3, 2010
At Lucille Roberts gym in Bayside the 9:15 am and 10:00 am classes have been over crowded for months. Complaints have been made to add a class but they did nothing. Today, I went to class and was turned away because it was too crowded. I do not want to go all the way there every day and be told the class is filled. I asked to talk to a supervisor, no supervisor. I called, no supervisor. They just want your money and to hell with you. My hands are tied.
Reviewed April 29, 2010
I have been a member of Lucille Roberts since 2005. I hadn't used their facilities the last couple of years but had been paying their monthly fee of $21.00 a month although I was not in a contract. Three weeks ago I decided to use their facility and had inquired on their new promotion which was less than what I was paying. They had these young girls working there. They look like they were still in high school. Anyways, the girl told me about renewing my contract (which wasn't effective for another 30 days since I had just made a payment for the current month). She told me I had 30 days to decide if I want to keep the membership or not being that I didn't start as of yet. So after hearing about another local gym that had better facilities, convenient gym hours (LR opens at 9 am in my area which is too late to work out in the mornings) I had decided that gym would better suit my needs.
I called LR to cancel my membership and encountered the rudest, no-class representatives and quote on quote "supervisors" in my life! They talked over me, asked me questions as to why the worker at the gym told me that I had 30 days when it was only 3. How the heck am I supposed to know why "their" employee gave "me" misinformation? Needless to say, the "supervisor" hung up on me without ever cancelling my membership. I would never suggest anyone signing up unless you have no other choice. I ended up losing money on something I have not used as of yet and for something I was misinformed on. Who can afford to sign up at two gyms?
Reviewed April 25, 2010
When I did contact LR, which was in writing, because they never answered their phone, I explained my situation and asked to be released from my contract.
The woman I spoke to directed me to their website to retrieve a medical form. I printed the form, had my physician complete it, and mailed it in. LR sent me a bill for $221.75. I sent a letter to their offices in October 2009, explaining that I did not have an outstanding balance of over $200 and that I should not be charged a cancellation fee due to my extenuating medical circumstances. I would've kept my membership and paid my bill in full, except for my condition. I was unable to workout for over a year after a very invasive surgery and treatments.
I have not received any response to my letter as of yet. I am still fighting LR over this charge and am considering legal action. I have been inundated with overdue bills. Most are the result of my illness. I take full responsibility for them and have made arrangements to pay them off in full. I do not want my credit ruined over a bill that has been unfairly charged.
Reviewed April 8, 2010
I opened a year membership at Lucille Roberts for me and my mother, assuming that a year membership meant, after a year, if you don't renew, you are no longer a member; otherwise, it should be called "a lifetime membership." Anyway, when I called them to ask for a number to cancel it, they gave me a telephone number that is constantly busy. And when I did get through, it was just a recording stating that they are out for lunch.
Well, I moved to a new state, still unable to cancel the membership; and my bank had refused to close my account because the automatic withdrawal from Lucille Roberts was still in effect. Needless to say, I received a statement from my bank that shows Lucille Roberts charged me twice after the membership had expired, and I also incurred overdraft fees from the bank.
When I called them, they didn't want to do anything to help me. They refused to refund any money, and when I stated my membership was over, they said, "There's nothing in the contract that states your membership would end." Huh? As I've stated, how can that be considered a year membership? Finally, I became so enraged with them, I decided to investigate if other people had similar stories, and wow! There are many of them out there. This needs to be put to an end. Just another example of "corporate America," out to screw the little guy! Thank you.
Reviewed April 7, 2010
On April 1, 2010 I received a letter indicating my membership had been cancelled. I was dumbfounded! I have been harassed by a fellow member and I was punished. According to the club manager, Jen, my cancellation was a precautionary measure. I received a call from Dana the District Manager who indicated that I cost the club two sales when I asked Jessica not to call me “hun” when leaving a message for Jen to follow up my complaint.
It sounds as if anything will be used to justify the position. I can appreciate supporting ones employees but why only believe the employee? Especially those that share private corporate information; such as delayed payroll. The specifics behind the complaint are: The Linden NJ clubs management has received numerous complaints about Sasha, a member. Unfortunately, on March 22nd I was told that the DM can do nothing about the member. I had asked to speak with the DM but Linden staff, prior to April 1st, told me contact with the DM was prohibited. On March 29th, I received a letter indicating a complaint was filed against me; coincidentally after the troubling member received her letter.
On March 31st, I reached Jade at the corporate customer service line. Jade informed me that restricting access to DMs is not company policy. The member breaks rules, is disruptive and confrontational. For instance, she saves 25% of the floor for members that come in the middle of the class if at all. Several members have voiced concern to the club's management, a letter has been sent home to her advising the practice is not permitted yet she continues. During class she walks around chatting with her friends and disrupting those around her. If another member is distracted they could seriously injure themselves. This is a huge liability for the club.
She has verbally attacked me and two other members. There is some concern that she may retaliate by damaging vehicles in the parking lot which does not have cameras. This is a liability for the club since members have voiced concern for our belongings and nothing is being done. With regard to my interaction with her, it began when I first joined the club. Apparently I took the spot she had reserved for a friend. I moved and noticed the friend was late continuously. I therefore resumed taking the saved spot and she called me a cabrona. I understand Spanish and informed her of such.
One cold winter day the clubs vestibule was full. She tried to squeeze in behind the group and proceeded to leave the door open as she could not completely fit. I asked her to close the door and she began to curse me. I told her to refrain from cursing me and that set her off. There were several witnesses to this event. I have confirmed at least six members can validate my concerns. Unfortunately, this is being disregarded. Today April 6th, several members called me to advise that Sasha (who was cancelled as well) is back. She was reinstated but not me.
What must current members think? If they complain, or if staff is not a fan of a member, they may get kicked out too. In closing, when I enrolled I was concerned that, given the price of membership, members wouldn't behave properly. My original concerns were validated. I am saddened that all stakeholders customers included are not valued. If the cancellation stands I would hope to be refunded the monies paid for registration as the problem is not mine.
Reviewed March 21, 2010
I would like to know how we can get New Steps. The steps we have do not lock together. They are very dangerous. I have seen clients fall off of the steps. I have even seen Instructors fall off the steps when given classes and taking classes. Something has to be done. I don't want to break my ankle. This matter needs to be addressed immediately. This is a perfect time to get New Steps. It's spring time and a lot of people will be taking vacation and exercising outside. Please address this matter as soon as possible.
Reviewed Feb. 4, 2010
I purchased a gym membership on 1/27/07 that was for 2 years. I was told my membership would expire on 1/27/09. I went to the gym religiously despite the nasty conditions and unprofessional staff for a good 1 1/2 years. Well, in September, my wallet along with all my credit cards were stolen. I had to cancel everything and start fresh of course by the time I got my new card I was behind in my payments. I called immediately to provide my new credit info. You can never reach anyone their office is always closed by 4pm and the wait time during open hours exceed 30 minutes. For months, I tried to get someone on the phone and at the same time I was unable to use my membership.
Well, finally in Feb. I was able to get through (yes you read correct Feb. 5 frigging months later) I was told I would owe for Feb. even though I hadn't been to the gym in 5 months was denied access when I was obviously trying to correct this issue. I was even told that if I didn't give notice that day in Feb. I would be charged in March (can u believe the bs). I explained to the girl I never signed a contract stating the member ship would continue until I cancelled. She stated while I had signed the front page the clause was on the back of the contract (what kind of bogus mess is this?)
Well now its 2010, I still haven't paid for the 4 months I owe and I refuse to until the additional month is removed. I've called numerous times and contacted the BBB, the company has yet to respond! I read so many complaints about Lucille Roberts, this is terrible at what point does the government step in?
Reviewed Jan. 26, 2010
I had joined Lucille Roberts Gym for one year with the low price of $15 a month, which is actually not $15 a month. After a year, I was no longer attending due to the fact that they oversell memberships and there is not enough room for everyone to get in the class. After my year was up, I was not aware they just renew your contract if you don't contact them. My bank switched from Wamu to Chase so they were unable to continue to bill me, which I wasn't aware of because I thought I was no longer a member anyway.
Down the line I get a bill for $180 in the mail. I wrote and called them about the circumstances and was advised I still owe the money. I told them I was recently unemployed and would pay them $40 a month until I am paid in full at which time I enclosed a check which they cashed. Well, the next bill I receive has a late fee of $10 and a $5.50 service fee. So now I owe $165. I am not going to pay and extra $15 a month, so I am going to pay it in full just to be done with them. I strongly encourage people not to join this rip off gym. The low prices are enticing but they are in business by overselling memberships and counting on people not going so they can continue to steal their money.
Reviewed Jan. 26, 2010
I registered my wife with Lucille Roberts two weeks ago and I did ask them if there was any waiting list for the cardio machines. They told me no and that she could come at any time. Unfortunately, this was a lie. They gave my wife a hard time on the second day that she used the gym. Someone asked her to leave the machine because this person signs her name on this machine even though she had a similar cardio machine next to it.
I asked for the manger and the manger told me that this is the rule. I told them, "Okay, but please try to be nice to my wife and don't yell at her." The manager accused me of being manly and she was claiming that I was trying to threaten her. She was rude and was very unprofessional wards in front of the members and in front of my wife.
A week after, my wife went there but she forgot her member card. They refused to let her in and when I asked them to check her name in the system, they said, "No, we can't do that," and as usual, they have been too rude and nasty to her. As far as I know, no such gym will refuse to let you enter just because you forgot the membership card. It is very clear that the manager takes it very personal. She thinks that she owns the place and that no one is above her
Reviewed Jan. 22, 2010
I worked as a Zumba instructor for this facility and never got paid. I did 2 classes on Monday, December 7, 2009 and Monday, December 14, 2009, both at 6:30PM. I received a W2 yesterday yet I never received a paycheck. I'm trying to get in touch with the corporate offices at 212. It is impossible. I do not feel that I should have to pay taxes on a service that I never got paid for.
Reviewed Dec. 29, 2009
I purchased a 1-yr PTF Gold + 1-yr Free FLN membership by credit card on 12/21/2009 from Lucille Roberts in Forest Hills, Queens, New York 11375. I specifically told them to make the membership effective on 12/26/2009. This was a Christmas Gift for my wife. The enrollment date is 12/26/2009. The expiration date is 12/26/2011. On the official membership card itself, it says, "Valid 12/26/2009-12/26/2011." My wife said that she did not have time for the membership, so I tried to cancel/terminate the membership on 12/26/2009.
I was told that I only had three (3) days to cancel the membership and that started from 12/21/2009 through 12/24/2009. I feel that since I told them to start the membership effective on 12/26/2009 and it says, "Valid 12/26/2009", I had three (3) days from 12/26/2009 to cancel. I think it is so unfair that Lucille Roberts won't let me cancel this membership due to a technicality because they say I had three days from 12/21/2009, not three days from 12/26/2009. Practically any person you ask would agree with me that the cancellation should be from 12/26/2009.
I think this technicality reflects badly on this company. I feel this technicality is unfair and deceiving for the common person who is not a lawyer. I wish a law could be made to change this deceptive technicality. I wish I could boycott this business. Does anyone sympathize?
Reviewed Dec. 1, 2009
Reviewed Dec. 1, 2009
Reviewed Nov. 10, 2009
Reviewed Sept. 30, 2009
Reviewed Sept. 29, 2009
Reviewed Sept. 29, 2009
Reviewed Sept. 21, 2009
Reviewed Sept. 21, 2009
Reviewed Aug. 31, 2009
Lucille Roberts has the worst customer service! Their customer service line (212) 734-9717 is open from 8 or 9AM to 4PM. Most people have to call during work hours if they have a concern. If you don't call at exactly 8AM, the line is busy all day long and at 4 on the dot, the recording picks up with no option to leave a message. I have been disputing a claim with them for a year now, faxing over letters and documents asking for assistance. I cancelled my membership with Lucille Roberts. I paid the $47 fee to cancel and was told they wouldn't be withdrawing money anymore back in June and I just received a withdrawal fee for $11.71 from Lucille Roberts. They have cost me numerous overdraft fees with my bank and have thrown my whole budget off balance.
Reviewed Aug. 25, 2009
I purchased a membership for myself and my sister (two-year membership). This expired last October 2008. I recently received two post cards, one in her name and one in my name, advising us that we owed past unpaid dues, fees, and late charges. I have not been to their facility in more than two years, and I cancelled my membership at the end of the two-year term, membership numbers ** and **. I tried calling several times the number they provide on their post card and it is always busy. When it is not busy, you get a recording saying they are closed. I cancelled my credit card so that they would not charge me any more fees for a membership that I no longer have or want. I am also making a complaint with the Better Business Bureau. Thank you for your assistance.
Reviewed July 20, 2009
On 6/17/09, I went to the Lucille Roberts Gym to join and gave my MCU debit card for the membership fee and 1st month's payment. The manager, Carol, swiped my card twice commenting that the transaction did not go through. A day later, I checked my online statement and the transaction had, in fact, gone through 2 times for the amount of $107.38. I immediately contacted Lucille Roberts Customer Service and got really bad customer service. I told them I wanted to cancel immediately and I wanted a refund of my membership and the double billed amount. I sent in all the documents they asked for (membership card, contract, and copy of my bank statement of the amount double billed). I have finally received a check for the $107.38 membership but nothing regarding the mistaken double billing. This is the most unprofessional establishment I have ever dealt with. I would appreciate any help regarding this matter. The Lucille Roberts Customer Service number is 212-734-9717.
Reviewed May 19, 2009
Reviewed April 17, 2009
OMG, I cannot express how much I kicked myself in the ** every single day on joining Lucille Roberts. They have the worse customer service known to man and seem to pride themselves on hiring the most moronic people you will ever encounter. The line is always busy all day everyday and surprise! At 4pm, they are closed. You can never ever get through to anyone to help with any issue. I have been trying to cancel my membership that I shouldn't even be charged for!
Reviewed April 13, 2009
I signed up for a 1-year contract in 2007 and I'm still being charged. When you try calling the customer service number, you never get anyone or it's busy. I never in my life had to deal with something like this. I've been trying for almost a year to speak to a person and see why I am still being charged. A good friend of mine is going through the same thing with this gym. This is not fair what they are doing. They make it so easy for you to sign up but it's nearly impossible to speak with a customer rep to get this issue resolved. Please help!
Reviewed March 23, 2009
Reviewed March 13, 2009
Reviewed March 8, 2009
Reviewed Feb. 19, 2009
Reviewed Feb. 15, 2009
Reviewed Jan. 25, 2009
Reviewed Jan. 25, 2009
Reviewed Jan. 25, 2009
Reviewed Jan. 24, 2009
Reviewed Jan. 20, 2009
Reviewed Jan. 12, 2009
Reviewed Dec. 19, 2008
Reviewed Dec. 9, 2008
Reviewed Dec. 8, 2008
Reviewed Dec. 4, 2008
Reviewed Dec. 2, 2008
Reviewed Dec. 2, 2008
Reviewed Nov. 25, 2008
Reviewed Nov. 25, 2008
Reviewed Nov. 20, 2008
Reviewed Nov. 20, 2008
Reviewed Nov. 13, 2008
Reviewed Nov. 6, 2008
Reviewed Oct. 29, 2008
Reviewed Oct. 22, 2008
A personal trainer obtained my personal information and proceeded to CALL MY HOME on AUGUST 10 2008 a Sunday evening & after business hrs until my husband interjected. I was at work at the time. What is so bad about this situation is the trainer approached me at the gym I told him then I was not interested I could not afford it also I was uncomfortable because he was a man. Why would I go to an all woman's gym only to have a male personal trainer? No men are allowed there except security or trainers at least that's what they told me at the time of registration.
Not understanding his urgency for calling my home after hours on a Sunday I called that Tuesday AUGUST 12 2008, which was my off day to cancel membership. I have a now 15 year old daughter there as well only to be told if I cancel I would have 2 pay a cancellation fee of 150 dollars per person to be debited from my account in 2 weeks. I don't have that kind of money & WHY SHOULD I BE CHARGED FOR TRYING TO PROTECT MYSELF & MY DAUGHTER! Not being able to cancel without penalty I immediately changed centers but records will show my daughter nor I have set foot in a Lucille Roberts fitness center yet & we never will. I'm terrified of what his motives were. WHY WAS HE SO PERSISTENT?
Reviewed Oct. 21, 2008
First, the terms of my membership were misrepresented to me -- I was told that my membership would start on my first visit to the gym. Later, I was told that it started on the day of the transaction. Second, I made arrangements for my monthly fee to be billed to my credit card. But without any other notice, I received a collection notice stating that I owed fees for many months and that the debt would soon be referred to a collection agency. When I called to inquire, a customer service rep told me that the card on file had become inactive (this is true, I had changed banks) and claimed that attempts had been made to reach me.
I certainly never got any written notice. I have, over the last month, gotten a large number of phone calls that were either hang-ups or a murky recording starting in mid-sentence that gave no information but demanded a return call. If these were attempts to contact me, they were inadequate, communicated no information, and in fact seemed designed to harass rather than contact me. Third, customer service seems designed to prevent clients from finding resolution to concerns or complaints. The customer service rep to whom I spoke gave me no information. When I asked to speak to a supervisor, she claimed the supervisor was in a meeting. When I asked for the supervisor to return my call to discuss my concerns, she claimed that no outgoing calls could be made. Finally, I go the supervisor's name, and with still another request, I got her ID number. (Caroline, **. ) The whole experience was appalling.
Reviewed Aug. 21, 2008
I sent a letter to Mr. Roberts on July 3, 2008 describing the deplorable conditions at his company's Wall St. location and asking for a pro-rated refund of my membership. More than a month later, I have yet to receive a response. On the same date, I called the company's corporate headquarters to file a complaint and while the representative I spoke with was very apologetic, she did not offer to bump the issue up the chain of command and I've not received a call back from the company even acknowledging my complaint.
Reviewed Aug. 16, 2008
What happened is that Im trying to cancel my membership from the gym, because I'm not using it, and when I call I wait for more than 20 minutes and nobody helps me. Im paying for a service that I dont use, Im losing my money.
Reviewed Aug. 14, 2008
The gym is suppose to open at 7:30 AM on Monday, Wednesdays and Friday.
This is the second time I've been going that NO ONE ever showed up and security for the bldg is not allowed to let clients in without an employee. A trainer arrived,(7:45 AM) and we were allowed upstairs. When I left at 8:30 AM no one was there. I was unable to reach ANYONE at the customer service number. I will continue to send in complaints as long as this happens whilel I attend this gym.
I'm spending my HARD EARNED money to be healthy by attending a gym that located in a very convenient place, but unable to wait ALL DAY for an employee to arrive, because I have a job that I take seriously.
Reviewed Aug. 7, 2008
The problem I have with Lucille Roberts is that I sign a contract for membership for two years. They took the money directly out of my checking account. When the two years was up I didnt recieve a letter nor a phone call asking me to renew my membership. I thought that was the end of that. This was in 2003.
They have been stealing money out of my checking account up to Feb, 2008. They stated that I had to call or write to cancel my membership even thought I have not use the gym since July 6, 2004. I thought that all business ask you do you wish to renew your membership.
They have been taking money out of my checking account for four years. When I close the account and open up a new account. They could no longer steal for me. That when they start sending me letter for payment of $210.00. They have never try to contact me before.
Reviewed Aug. 7, 2008
I thought that all business ask you do you wish to renew your membership. They have been taking money out of my checking account for four years. When I close the account and open up a new account. They could not longer steal for me. That when they start sending me letter for payment of $210.00. They have never try to contact me before.
Reviewed June 26, 2008
I received a post card on June 23, informing me that I had an overdue balance due. The postcard was dated June 16. It took me two days to finally get through on their customer service phone number because it was continually busy. When I finally spoke with someone, the representative then informed me that, as of June 20th, I owed an additional month. I did not even know that my one year membership had extended past September 2007 (a year after I signed up for the one-year membership).
They claimed that they had sent two other post cards, but I did not receive anything. Although the company has my phone number, they never called me once. Instead, the representative claimed that they do not call their members about late payments. Despite my anger about this continual membership, I dismissed it because it appeared that this was what I agreed to in the alleged contract I signed (which I have no recollection of doing). I was truly angry though that the company had deliberately sent me a postcard only four days before the next monthly payment would be due, therefore forcing a person to pay for this additional month of a membership I did not even know still existed, particularly in light of the fact that one can rarely get through to the customers service representative. I believe that they should refund me for this additional monthly charge.
Reviewed May 27, 2008
My gym membership expired with Lucille Roberts 2/23/2007. However, they continued to charge my account.
I called their customer service number 212-734-9717 and requested they cancel my membership immediately and refund my money for the past 3 months. I was refused my money back because they stated the contract self renews after it expires, however I was not made aware when I signed up. I asked the nasty customer service rep to fax me a letter stating the membership was cancelled. She claimed she couldn't fax, but would mail it to me and then hung up before I could ask another question.
Reviewed May 20, 2008
I rejoined Lucille Roberts, and was told that if I paid up front, I will receive free teashirt, water bottle, and lower rates. It turns out that this was some kind of a contract that I paid in full without realizing it. To my knowledge I paid in full because of the free shirt and the bottle as well as a lower rate. I was never informed that I am obliged to be a member for two consecutive years!
I told the menager I would like to cancel my membership that will start in 06/15/ 2008. She was very impolite and unprofessional and said that I should have read what I signed. And here I must agree. I trusted the costumer service at the gym, that never mentioned I am in any type of a contract. The Gym advertizes itself as contract free...This is why perhaps I was not as vigilant as usually I would be!
Reviewed May 18, 2008
I have a member ship for this gym, I was checking my bank account, and i noticed that they withdrew the monthly fee for may on may13 of 2008 without my permission. I am not enrolled with any automatic pay but i do pay with my card because they only allow money order or credit card payment. I was told that because i pay with my card that they are allowed to that. And i believe that that is not true.
I first spoke with a 1-800-number representative. Then they told me that they had nothing to do with it, that i should call the branch number at gun hill road and they also told me that they had nothing to with it. So they gave me a customer service number. And to my surprise they were closed. So Im now at a waiting game. And none of this was made with my consent or any approval. I also spoke to my bank but im supposed to receive a letter in 7-10 days.
They charged me with $41.32
Reviewed Jan. 31, 2008
I joined Lucille Roberts with the above mentioned membership number. This membership was initiated in February 2005 with a 2 year agreement. The payments were automatically deducted from my credit card each month in the amount of $21.85. It was my understanding that at the end of this 2 year agreement that these deductions would cease as of January 2007, but they did not. I didn't realize that these charges had continued throughout 2007 until I gave a close inspection of my credit card statements in December 2007.
In November 2007, I re-joined the gym with a different membership number and unfortunately I was unaware and uninformed that the previous membership was still valid. I contacted my credit card company and had all the deductions from the former membership suspended and put under investigation. I have tried numerous times to contact the gym's customer service line at that time, but I was unsuccessful. When I finally got through last week, I was told that I am responsible for all those payments because i didn't give them a notice of cancellation. I had a membership with this company before in 1998, and the deductions were automatically stopped after expiration. I don't feel that I have to pay for a membership that was supposed to have ended, and was not in use.
Reviewed Jan. 13, 2008
I went in to a Lucille Roberts gym in Yonkers, NY and asked if they had a monthly fee, meaning I wanted to pay for one month. It was explained to me that it would be cheaper to buy a membership but since I was moving out of the country to study, I wanted a one month only charge to use the facilities. She charged me $59.24 and never mentioned that they would take out further monthly installments or that there was a 30-month cancellation fee. I stopped using the gym the day before my month was finished only to discover a few days later that I had been charged another $51.24. I called the gym, and they rudely directed me toward a customer service number who rudely informed me of their 30-day policy and that the charge would stand. I definitely will never use any Lucille Robert's facility and will make sure everyone knows about this.