Life Time — Local services in New York

During our initial tour, an employee explicitly informed us that we could register as a household of three—a claim that is well-documented via email and consistent with the options presented on the Lifetime website and app when signing up, which allows for up to four members per household. Why would the website/employee allow for this if it is against policy?

After having already signed up, Darrell, the concierge lead, approached one of our household members as she was entering the gym in a manner that was both demeaning and belittling. He informed her that she could not be part of our household and proceeded to remove her from the membership without any prior warning. This encounter not only undermined the initial assurances we received but also left her feeling unjustly blamed for acting in accordance with the guidance provided by his staff.

Despite our requests for clarification and a fair resolution, the only alternative offered was for her to obtain an individual membership at a higher cost—an option that is financially unfeasible for us. Throughout this process, we received no acknowledgment of the frustration caused or any form of apology. The only ‘assurance’ given to us by Darrell was that he would “deal with whichever human told us that”. So weird.

As a result, we find ourselves in a precarious situation. We made the decision to cancel our previous gym membership based on the understanding that we could enroll as a household of three with Lifetime Fitness. Now, we are left feeling defeated and uncertain about our next steps, having lost out on time, money, and energy.

I also scheduled a personal training assessment with Naeem. From the start, Naeem appeared more interested in promoting his services than understanding my specific goals. After I communicated my hesitation to commit to a $1,400 minimum monthly training package, he responded with a dismissive text that felt more like an attempt to guilt me into spending than a genuine concern for my fitness journey. He said the following verbatim, ‘So basically you’re saying… You want to continue to have knee pain, miss out on playing soccer at a high level, & forget about adding 10-15 pounds of muscle mass, correct?’, followed by a sarcastic emoji. During our session, the ‘physical assessments’ he had me perform felt designed to highlight my limitations rather than motivate me. His comments during the sessions suggested that merely attending Lifetime’s signature classes and showing up to the gym on my own would not be sufficient for reaching my goals, which was both discouraging and unconstructive. Additionally, it was disheartening to observe that Naeem did not provide his full attention to clients during their sessions. He double books his personal training assessments with his actual clients so that he can recruit more clients. This gave me the impression that his primary focus was on recruiting more clients rather than investing in the success of those he already had.

Overall, the gym has potential, but I think there needs to be a change in culture, management, and increased transparency and accountability. My household members and I are left feeling confused, guilt-tripped, and defeated. I respectfully urge management to address our concerns, not only to rectify our situation but also to ensure that future members are treated with respect and...

Terrible customer service at the front desk.

I recently joined your club after being a loyal member of Equinox for years, and during my first two weeks, I was thoroughly impressed. I enjoyed the yoga classes with Jen and Andrew, the barre class was lovely, and the Alpha class with Josh was exceptional. However, my experience today has left me deeply disappointed.

I recommended your gym to a friend who was interested in joining as well. When we approached the front desk to sign her up for a membership, the receptionist lady told her (not asked, TOLD) to take a seat and informed us that someone would assist her shortly. After waiting for 10 minutes with no update, we checked back in with the same receptionist. She then attempted to sign up my friend but clearly lacked the necessary knowledge to complete the process, and again asked my friend to sit and wait. By this time, it had already been 15 minutes.

Eventually, the receptionist asked another staff member for help, but even he seemed unsure of what to do. After 30 minutes of waiting and no resolution, we were frustrated, especially since we had planned to attend a yoga class together that evening. For reference, at Equinox, they could have sold me 100 memberships and took me for a tour around in that time.

Thankfully, a gentleman allowed my friend to take the class with me, promising that her membership would be sorted by the time we left. Unfortunately, that wasn’t the case. When we left the gym, the same receptionist told my friend to return the next day, even going as far as to suggest it was her fault for not applying online beforehand. This level of service is unacceptable, particularly for a luxury gym with such high membership fees. The attitude and lack of professionalism from the front desk staff were very disappointing.

I kindly request that your management team reach out to address this situation and provide clarity on the issue. We would appreciate an explanation for the rude behavior provided by the front desk lady and a resolution to...

Buyer Beware: Lifetime Gym Fails on Cleanliness, Management, and Value

This is, without exaggeration, one of the worst gym experiences I have had in my lifetime—a pun not lost on the name “Lifetime.” The club positions itself as a premium experience, but it is anything but. Buyer beware.

As someone who has been a member at Equinox (for over a decade), and now Lifetime, I have never encountered such a shocking lack of hygiene and such neglectful, rude upper management. I’ve been a member at this location for over a year, joining shortly after it opened, and the situation has only deteriorated.

Here are just a few of my experiences:

Rate hikes: Lifetime does not lock in your rate. Expect random emails increasing your monthly fee with little warning or justification.

Disgusting locker rooms: Basic cleanliness is not maintained. Dusty and dirty studios: Spaces like the GTX and Barre studios are consistently neglected.

Supply issues: Essentials like paper towels and soap refills are frequently missing.

Filthy showers: Used razors and wads of hair are common sights.

Deteriorating Equipment: Mats are no longer sticky- and likely because for over $330/ month members are asked to wipe down their own equipment after classes. No one does. And without proper care the cracks are starting to show- quite literally.

Power outages: Locker room hairdryers are out of service nearly every week, sometimes all at once. Water is disrupted frequently.

Extremely rude operations management: Any concerns are met with deflection—everything is blamed on “building issues,” regardless of the actual problem.

Lifetime charges an exorbitant premium for an experience that is, frankly, subpar in every way that matters. Prospective members should consider themselves warned—there is nothing premium about what...