Life Time — Local services in New York

Roughly 89 emails/ complaints From April 2023 to December 2023, at different times- i have faced verbal abuse, aggressive behavior and yelling from cleaning lady and life guard, and gender discrimination and no help from any of the senior managers all way up to corporate relations and CEO. It was happening at 23rd location too to others ( I only found out months later) I HAVE BACK INJURIES AND SEVERE BACK PAIN. I go to PT and I NEED to SWIM+ do my mat work to maintain Spinal Health so I am not in pain. 1)Lifetime gym is a rotten brand- My complaint of months of being harassed by cleaning lady when in locker room, in a vulnerable space , where there no cameras, went all the way up to the CEO, yet no resolution was provided. NOT EVEN AN APOLOGY. I was verbally abused, followed around by a cleaning lady for months. When I complained to club manager, concierge manager, senior area manager, I was told to switch locations instead, one of them being Wall Street, which doesn’t even have a pool, even though I had explained my medical situation of my necessity for a pool, in my complaint. 3) My first complaint about this lady in April 2023- the defense used was all “white people treat her like maid” and I was asked my race. While I am not Caucasian, and I do feel bad if front desk or cleaning lady was treated badly due to race, why was my race used as a reason to defend offensive and abusive behavior in the locker room, from a cleaning lady to me, I don’t know. 4) In Dec 2023, I saw this was also happening at 23rd street location- locker room staff yelling at customers who are in towels or half naked and vulnerable. This was ALSO happening to them for months, complaints were made, but they were also told by staff there it’s the first they are hearing this. 5) my abuser- the cleaning lady , would aggressively follow me downstairs where you exit into the pool, and she would then talk to pool guy. This guy also yelled and would aggressively press red button to turn off hot tub when I am in. It was agreed upon, that I can use the mat by the pool for my PT Exericse I need before swim as recommended by my PT. This pool guy would run over from the other side of the pool, to my mat, aggressively hover over me and ask me to not use it, I would explain it’s agreed upon, why it’s medically necessary, I which I shouldn’t have to, he would call his facilities manager, I would repeat but I wasn’t helped. Policy didn’t apply to this rude pool guy when the floors were always wet when he worked and safety hazard, which I pointed out to that facilities manager in the same convo. Additionally, there was GENDER DISCRIMINATION. Men that used the mat by the pool were never told by the pool guy to not use. 6)In Jan 2024, I spent 1.5 hr speaking with Corporate relations employee Nan U, who assured he will provide me with a fair resolution. I insisted to speak to the area manager’s manager, but I respected his due process of collecting information and trusted finally someone will help. HOWEVER- his questions were to protect the company. “Did you always stay in hot tub past 10pm”, “did you ask for permission to enter the pool”, “did I see the men using the mat”. During this time I told Nan, it was extremely triggering to repeat the abuse and harassment I went through by this lady, and how triggering it was for me to repeat everything from April 2024 to Jan 2024. He had zero sensitivity and kept asking questions to make it my fault. 7) During the 30 day wait, I had asked for full refund as that is the least they can do for not addressing my complaints, discrimination, harassment and abuse . 8)after waiting more than 30 days for the corporate relations Nan U to do his due diligence, he emails me to go in and speak to the new manager and basically repeat all the traumatic stuff AGAIN. How is this a resolution?

There is a LOT more to the details, and details matter but due to limited characters I had to summarize. In my Better Business Bureau complaint, I will have the opportunity to attach all the proof and with better detail with...

Good gym but terrible customer service experience. Disappointed today I came here at 4:05 pm. not one person said goodbye to me as I! walked out there was more than 5 people at the desk they gave me a judgement look and said nothing. I said goodbye why should I do there job for them also, when you walk in nobody greets you, I have to greet them, which is absolutely ridiculous. Are they the paying member? No, I am so why are they treating me so disrespectful? Can’t even talk while working customer service if you can’t even talk to people why you working customer service. The people who working customer service here acting like there are the paying members. and can't even say goodbye to the guest absolutely disgusting and such a bad image for lifetime. all those people are so rude it was ridiculous and disgusting I don't even feel welcome at à $290 month gym. Please retrain your whole staff to to do a simple thing and actually greet the client can they talk or are they mute? Maybe if it was AI it would actually greet us when we walked in and left. What are those people getting paid for it to stand there and not say anything like they’re mute. They don’t know how to talk learn how to say hello and goodbye to paying members. Very ridiculous and disrespectful don't even wanna come back to this location felt extremely unwelcoming and cold like they didn’t even appreciate my business. 290 a month to get disrespectful Workers who act like they pay them membership to go there so what’s the point. I’ll stick to the Long Island location where people actually know how to us words and talk and greet...

I am heartbroken that I need to: 1. Rate this location poorly, 2. Stop my membership.

I recently switched to Equinox because of this location of lifetime. This location was the easiest access to me. However it is NOT WORTH IT! If you’re going to the other locations in midtown they are absolutely worth it. But this one has such a small area for weights/machines. It’s too small for me. There is only one of each machine so that means that you need to constantly be waiting to use another machine because someone must be using it. Also, one thing I really hate, I do not see any wipes to clean the seats. Maybe it’s just the times I went but I NEVER saw any wipes to clean the equipments and it’s so disgusting to think about. Maybe it’s just my OCD? But it was a major turn off and honestly the biggest factor as to why I made the heartbreaking decision to end my membership.

Trust me I did not want to do that. Lifetime is the ultimate luxury gym. The changing rooms are gorgeous and the gym always smells AMAZING!!! Best scent I’ve ever smelled.

If you are not a germaphobe like me, then go ahead and join Lifetime. I just can’t bring myself to justify having a membership when I feel uncomfortable or disgusted or paranoid when using...