Retro Fitness — Local services in New York

The overall gym is fine. (Please scroll down for my updates). Last update: It took 7 weeks but they finally issued a refund.

But my goodness, management and the employees are incompetent. I started off my membership at the Williamsburg Retro (better, bigger, etc.). However, once I moved out of the Williamsburg area and started using this location more, Retro Fitness transferred my entire membership to this location. So, when I went to cancel in person (to the new location) about 2 months prior to my year end membership, the gym employee said I was already cancelled. Great, I thought - easy. Indeed, I had paperwork from their online finance company stating the same thing, that my membership was cancelled. However, they incorrectly told me this apparently, as they were reading my membership information from the Williamsburg gym. Little did I know, they cancelled my old membership and gave me a "new" membership with a "new" contract number. When I explained this to the incompetent and rude manager, she yelled at me and said that I had to read the terms of the contract. I'm an attorney, and I explained the situation, and said that I was never given a new contract or contract number and she said that wasn't her problem. Eventually, after some back and forth, she acquiesced and told me she'd provide a refund. It has now been weeks of waiting for a refund for the gym (was told 3-5 business days). The only good thing I can say, is that it's cheap and so if this happens to you, it's not a lot of money, but it is the principle. They seemingly do not care about their customers.

Carol, please process my refund. When you tell me to refer to the steps laid out in my contract, please be advised that you have not provided a contract to me, despite my plea on the phone when we spoke.

Update a week later: Still no refund. I have called the front desk several times today, and both times they have told me that the manager is busy, and that by the end of the business day they would get back in touch. This was a lie. It's now COB and still no word from the manager after my second call. The front desk associate basically laughs when I ask what I have to do to get a call from the manager. If you value decent business practices, steer clear - they're immoral.

Update two weeks later: Still no refund. The front desk assistant, Isiah, who I am now on a first name basis with, laughs when he says he's relaying my messages to the manager who is never at her desk or is constantly on another line. I've asked to wait, or for a call back, and I get nothing. The level of disrespect at this location is appalling. Have another gym steal your money, because this place will do it and laugh at you.

Update 8 weeks later - Finally issued refund. Feel like I need a cigarette...

They are stealing people's money. In March 2020 I called the front desk of Retro Fitness to cancel my account. The manager (Carol) was trying to persuade me to not cancel the account and freeze it instead until June 2021. I froze the account and put a reminder to call them in June. In June, I called the front desk again to freeze the account until September 2021 (the date that I was supposed to return back to the office at 1NYP) and spoke with Carol who she confirmed it. In July and August I noticed 2 charges in my AMEX statements and I immediately called Retro Fitness. Everyone was saying that only the manager could help me with that and the manager was never there, every time I used to call them. I disputed the charges on AMEX. in September I called them to cancel and again the manager was never there ever time I called. One of the representatives I spoke with, assured me that will pass the information to the manager and cancel the account. He said "you should expect an email". I never received an email. I keep getting emails from ABC Financials to pay the Retro Fitness balance. Today, January 11th, I called the front desk and I spoke with Carol (Manager). I asked her to cancel the account and she said that they cannot cancel the account if there is a balance. The balance reflects to fees for the dispute. I told her that we had spoken in June and that she froze the account and she said we never spoke together on the phone and that I never called in June and that the account was active. After that she asked me to wait on hold and was waiting for six minutes. I called again and she was very rude ignoring my questions while she was talking to other people. I couldn't believe that there are people that are called managers and they represent a gym located in a nice building with many top professionals being members of it. Such a bad customer service. Carol is very unprofessional and rude. I saw that there are other bad reviews about her in Google. I DON'T KNOW IF THE MANAGER IS JUST UNPROFESSIONAL OR RETRO FITNESS WANT TO STEAL MONEY.

UPDATE 1/13/2022: I received a phone call from the manager Mrs. Carol this morning. She asked me to delete my google review and if I delete it they will waive the late fees (that I was never aware of or ever reflected in my account - see screenshot) and pay will have to pay only $17. I was asked to pay $27 and on 1/11/2020 in order to cancel my account and today they said I will have to pay $90+ if I don't delete my...

Like many others here who have cancelled their memberships - there is an experience outside of the gym waiting for you if God forbid you move away and can not use the gym anymore.

I have not been to this gym in OVER ONE YEAR, after CANCELLING my membership THREE TIMES before that, and I STILL get charged for a membership. I don’t know if perhaps they just pass the phone around to whoever is going to be the manager that day, but each one I’ve spoken to has been ineffective, and possibly just deceitful, about cancelling my membership and ending charges on a gym I no longer live in the same state as. Cancelling the credit card they charge doesn’t work either - they will send a collections agency to bother you and shake you down for money - money I need to live. Absolute scammy behavior from a business I used to enjoy and be proud to be a client of. I no longer recommend this gym to the large group of people I am connected with in the area.

Please, please, save yourself the time and the money and find a gym that is run by professionals who are honest and competent enough to know that a cancelled gym membership does not mean you can continue charging people after you have terminated their contract. It’s not this one.

If you still need a NYC gym because home gyms are difficult for the type of apartments you have, church street boxing is far superior from my experience, and I have not had a single issue from them since I’ve cancelled my membership with them after moving. While they may not be as equipment focused, their class plan and customer service are far superior.

While this gym may be nice while you’re a member, it’s going to be an absolute pain once you leave. Maybe leaving a nasty review like this, the first I ever have done, will get them to stop STEALING from me every month. Maybe it’s reporting these charges as fraudulent - which they are. Maybe calling the agency that charges me on this firm’s behalf once a month will finally end this theft. Hopefully something will stop these charges before everybody who is being scammed decides to do something about it together.

Be warned - multiple people are stating that you will be charged after you cancel - even if it’s three times. Manager/owner, if you’re reading this, please fix this reoccurring issue for everyone before it hurts your business. I genuinely enjoyed your gym while I was a member. I can’t see myself returning after this massive headache - even if I am somehow still...