Lucille Roberts
Reviews and Complaints

I recently rejoined the gym in Forest Hills, Queens. (I canceled my membership due to rising member fees after the gym was bought out by NYSC) Anyway, I attended a Zumba class on Sunday, May 7, 2023. The instructor was Jennifer Gibson. I was excited to see that she still teaches there. Unfortunately, she does not teach the same. Although she is very engaging, she does not demonstrate the steps in a way that new participants can catch on and keep up. she performed a few steps of each routine then stood to the side and watched the ladies perform. The majority of the women were familiar with all of the routines and were able to perform without any guidance. I had a lot of trouble catching on and keeping up. But the thing that really upset me was one the songs on the playlist was not censored and contained extremely vile profanity and used the "N" word incessantly. I was extremely uncomfortable as well shocked that Lucille Roberts gym would allow such vile music to be played in its facilities. For me, as a woman of color, it was disturbing to see a room predominantly filled with white women bouncing and stepping to a song where the "N" word is used over and over again. I made a complaint at the front desk. The young lady said that she will speak to Jennifer Gibson.

The Austin Street, Forest Hills location of Lucille Roberts has NO airconditioning in the cardio areas, except where the princesses, the girls at the front desk sit).

This is unacceptable. Fans alone are not the solution. IF ELECTRIC BILLS ARE THE ISSUE, THEN SHUT DOWN THE SAUNA.

Bad enough the cardio area has NO WATER FOUNTAIN UPSTAIRS where most of the cardio area is, but the heat is unbearable.

The Princesses should be in the heated area. Let them see how uncomfortable it is.

I had a situation on 02/21/2022 with manager of Lucille Roberts her name is Lili on Austin St. Forest Hills. Since I saw several times her 8 years old son in gym ( he was siting or running on the first floor ) so I came with my daughter that is 11 years old and nicely asked manager if she could sit next to the entrance and play with her phone while I will work out on the same floor ( so I could see her). > So I had to leave and on the next day her son was there running around. Its unfair, if there is a rule or law it should be for every one the same no meter who they are workers ( manager ) or clients.

Vanessa buccini is the absolute worst manager I have ever encounter in my life. She has no training and her front desk rep is the absolute same as her. I was charged 24.99 and again $10.00 for god knows what. I also requested corporate information in which Vanessa buccini at the Ralph Avenue states there is no corporate information and she is unable to give out her boss information when I request it. She stated the complaint goes to her only and not her boss. As a new client this is the worst customer service treatment ever encounter from the Ralph Avenue Lucille hymn. They definitely need training. I remember the day I signed up and overheard one of the employees said Lucille don't care about there employee due to work on a holiday and it also show your company does not care about new client and retaining business. I cannot stress enough that Vanessa buccini st the Ralph Avenue need to be removed or trained better to handle client complaints and concerns instead of blaming and pointing fingers at a client. This is a learning experience as I went against a lot of people who told me never to go to to Lucille Roberts. I expected a call and explanation as to why I was charged $24.99 and after I cancelled and came in my car another $10 was charged(is this a spiteful act). I haven't even been signed up with the gym for 2 weeks.

Its Thursday May 16, 2019 @624am and the gym in Forests Hills NY is still closed although it should've opened at 6. The young employee always arrives 3 minutes before opening time but today it's out of control. I pay the membership to be able to use the facilities. You have no problem withdrawing my account on time and hiking up the membership price $10 a Month. You need to hire someone responsible enough to open on time like the older lady that opens Monday- Wed. This is truly inconsiderate, I woke up on time to be able to work out. And now I have to miss it. I'm very upset. Make this right!

Susan
[protected]
[protected]@gmail.com

It's a trap, unfortunately. I wasnted to cancel membership since November of last year and they said I will be charged for December because of 45 day cancellation time. I cancelled my membership but They have still been charging me as of February. I called the LR Forest Hills and they said there's no indication that account is cancelled after 2-3 months of cancellation. I did all proper steps including visiting the site to fill out a cancellation form, being charged the cancellation fee and confirming cancellation via phone when they call.

On, January of 2017 I purchased a gym membership at Lucille Roberts - Fordham located at 2449 Morris Ave, Bronx, NY 10468.

In July of 2017, the same year, I cancelled this membership and have documentation proving it.

Unfortunately, your staff had not performed the cancellation in their system and I have been charged since July of 2017. I am disappointed because I called the location and spoke to a manager by the name of Denise who explained to me that there was nothing she could do because the company that owns it has changed since then.

To resolve the problem, I would appreciate you refunding my money from that date, due to failure on the part of your staff for not cancelling it in July when they sent me the letter.

I look forward to your reply and a resolution to my problem. If I do not hear from you before the end of the year I will be seeking help from a consumer protection agency or Better Business Bureau. You may contact me by phone at [protected].

Sincerely,

Danielle Rivera

In October i received an email from lucille roberts they had a special for$19.99 for member who want to rejoin the club. I missed that online deal on october 28 I emaild Katty which is a very nice lady about the offer .She said she will give the same promotion but. it not available online anymore i have to come to the store.At that time they had a promotion going on : if sign up you get the rest of the month free plus next month also free.Katty called me on monday to check with me if i went to the club to sign up .I told her her ill go there later on.When i call and asked for her that rep Brianna answered the phone when i was talking to her about the deal Katty offered me she hung up on me.I went to the club right after and met with Brianna .I told her everything and showed her Katty message about the deal.She showed me a paper where i will pay$ 1.39 the same day i sign up
nov 15, 69.99 for annual fee and december 1 st my 19.99 payment will kick in. I repeat the same thing to her do i have to pay the monthly fee for november .She said on novemebr 15 they will charge me69.99 for annual fee .And she signed me up.Today i went to the gym to pay my fee. when i got there Brianna told me my past dues balance is 199
I asked how come
She told me on i sign up on oct 30 i get the rest of the mont free wich is oct 31 (funny)
on november 1 st they try to charge my car d for 19.99 and novemebr 15 $69.99 since they payment didnt go thru there os a return fee.
I was like i call you and talk to you about what Katty said
she was like that what ny sport system give i nust sign you up.If you want to camcel just cancel.And i responded to her. : why did you sign me up if you had to go by what the system gave you.why didnt you tell me to come back when The manager was here.
And she started raising her tone
i was like you dont have to scream at me
I just told you if you couldnt go with the deal you shouldnt sign me up
and she said to me : " at this point. i dont care anymore, you can cancel if you want im not going back and forth with, i will start cursing you out"
I was like what did you just said
she repeated the same thing : i will start cursing at you if you keep talking to me
she was mad loud that. when another representative came and asked her what going on to calm down
And brianma was screaming at me oh go ahead talk to her tell her what is going i dont care anymore
The other customer rep was so nice and i explained to her what going, and i dont know why the girl was screaming at me for something so simple
And that when she apologizes to me and gwt my info and tell me to come back
That girl Brianna is so direspectful she doesnt even know what customer service is.She doesnt belong at the front desk of a bussinesss

When I was using the machine, leandra faber came to me and let me get off from it because another person wants to use it. She said that she is the store manager and I use the machine for a while already. During that time, I got a business message, I had to reply it back. But I was using it while I was texting. Then she said I was keeping sending the message and not using that machine.in the end, I asked "can I use it now, since I already sit on it?" then she said if I don't do texting. I want to ask is that a policy saying that member cannot using the phone at the gym? And she acts like she can end my membership if I have any other want to say. Is that because I am a asian people, so she treated me like that? This is so rude! I have never ever had that kind of bad experience!

Good Afternoon
I am very disappointed, with Lucille Robert. I have two membership one for a very long time and another I gave my daughter as I gift with my card information. How is it that Lucille Robert is trying to withdrawal money from my account and not have the courtesy to give me phone all or send me a letter or email.. that they are trying to withdrawal money from my account . This is absurd .. that they trying to take out money since September .. my daughter was the one that told me they called her in December .. why wait until December to give someone a call about that I am in debt collection . My card was stolen and I honestly i forgot to let your gym know that my card had change. My question for you is why not contact me in September when you know you was trying to withdrawal the money .. instead u call my daughter in December? After 4 months .which is 160.00 for both membership . It would of being nice if a letter would of been sent home . I have been with Lucille Robert for a long time for them to do this to me. You need to tell your staff that they should call a person immediately or send a letter by mail . This is too much money for me to pay 200.00 now for January. Please advise thank you .

Sincerely,
Idaliz Figueroa

I signed up with a friend in Astoria club in July 6, 2017. I opted for the monthly silver access membership. At that time the person at the desk was Nastazja W. at the time I signed up, I made it clear that I want to have access in other Lucille Roberts (LR) facilities in Austin and Flushing NY as well because I don't live nor work anywhere near Astoria. I was just there to accompany a friend who wants to sign up there because she lives there. SO she told me to sign up with the silver membership. I have been enjoying my membership and is really enjoying the class until I get debited in December a total of $180 and an increased membership from $29.99/month to $40+.
I went to the Astoria club in December 4, 2017 to make a complaint but they keep saying that they never offered the kind of membership that allows access to all LR facilities. Never mind that I have been enjoying 4 months of rotating between Austin and Flushing club and still being charged for $29.99. And they asked me to present proof that my membership did in fact include use other LR club. I told them they should have records of my membership access or how else would they know that I am violating the terms of my membership? they told me that they are under new management and they "lost" previous data. Which means they are trying to make it my responsibility to show proof that I never violated the term of my membership. Anyhow, at that time I could not find my contract so I brought in bank statement that shows how much I am being charged/month. The manager said she will make a copy and request a refund. After a month I called in to follow up, and our conversation quickly went sour as she kept telling me that Astoria club never had platinum membership. I admit I made a mistake of saying I have a platinum membership but that is only because it was them who told me "I must have had a platinum membership" back when I went there in December 4, 2017. So I was confused. Nonetheless, no matter what color is assigned to my membership the bottom line is my membership have access to all LR clubs EXCEPT for the 42nd street club. Now, I am telling her I already gave her my bank statement as proof and she is telling me it is not proof, she need to see my contract or a letter from LR upgrading my membership to platinum. I told her that we already went through it and we already have agreed which kind of membership I had. But she insisted that the bank statement is not proof. Never mind that she made copy of my statements and telling me it will take a few days to process the refund. Now we are back again at the beginning and it just pissed me off. And because I was demanding a refund the manager became defensive and said she will cut our conversation if I don't relax because she said I was being rude. Never mind when she was controlling the conversation from beginning to end and I can hardly talk to her to tell her that we have been through this in December 4, 2017. Here I am thinking everything's been settled, we have both agreed it was a misunderstanding and I am waiting for my money to be refunded back into my bank account and here was the manager telling me that she never agreed to anything and in fact I will not see my money back until I give her a copy of an e-mail letter from LR that upgraded my membership. I told her I never upgraded nor downgraded my membership. I have signed up for the kind of membership I wanted from the beginning but she insisted that kind of membership didn't exist. This is so frustrating. I want my money back and if LR don't have any information on the kind of membership I have that is their problem.

I have been going to Lucille Roberts for over three years now. I stopped my membership a few months ago due to work - and wanted to resume today. Having been a loyal member for so many years, in renewing my membership, I do not expect to pay a whole new fee and additional $100+ charges. The woman I spoke to at the Forest Hills location alleges that there have been significant changes to the gym. I asked her what the changes were and she said "we have mats now". Which is ridiculous, as I have been going to the gym for longer than she has been working there and I have always had mats.

Lucille Roberts sent me an email to use a 5 day free pass since I was a loyal member and they wanted me to renew or get a discount on a new membership with them. I thought it would be a great idea to see what the changes were to the gym before creating a new membership and committing to something. The woman there denied me the opportunity saying "You've been here before so you are not coming here for free today". I am disgusted at the employees treatment of loyal customers. From what I saw, the gym looks dirty, as it was when I began there years ago, and the employees do nothing but stay on their phones. I even saw her let people go into the gym without scanning their card ID's.

I am tremendously disappointed in Lucille Roberts Forest Hills gym and the employees there during the early mornings. I came at 7:30 AM expecting to see and experience the gym before work, just to get turned away and have nothing to do for 2 whole hours. I never joined LA Fitness because of the convenience of Lucille - but now I am seeing that for the same price and even less, I have far more benefits going to LA Fitness than this gym.

I signed up for the gym, and after signing up, due to personal reasons I had to cancel. I called the gym, and spoke to a woman and explained that I needed to cancel my membership shortly after I started it and she said I was fine and it would be canceled. At the beginning of December I realized I was charged with over $180.00. Upon contacting the gym, I was told I was charged for a cancellation fee and for a months membership price. I was never told that I would have to pay any of these when I originally stated I wanted to cancel. I requested a refund and was told that a manager would have to complete the refund. I then called back the following business day and was told that I would be refunded for the month I was charged. I have yet to receive a refund for anything, and I called back and spoke to the Manager again in regards to this. She stated she did not recall and would have to call me back. She never called back and when I called the gym back no one answers. But when I called from a different number they answer the phone. This has me extremely upset and disappointed. I opened the membership and canceled in October. So I do not understand why I was charged anything without my knowledge or approval in December. I was never advised of any charges that would occur upon cancellation. This is the worst customer service I've ever experienced. And this is the worst time of year for this to occur as the holidays are here and I have a son. I just want all my money refunded. If I have to escalate this further which I really don't, I will.

Today was the first day of my membership with Lucille Roberts, Flushing location. It's my first time joining your gym and I was very excited to work out today. I just so happened to forget my lock at home so I brought my gym bag and placed it on the floor next to each machine I worked on. I had no issues until the cleaning lady (heavy set African American woman) was mopping the floor in the area that I was at. I was moving to a machine and placed my gym bag next to it. She went to mop the area and asked me not to put my bag where she was mopping. So I moved my bag to the other side of the machine. She went ahead and said “I'm mopping and you could have at least said excuse me. Right when I was going to apologize she went ahead and said”you people think just because you pay little money to come here you can do whatever you want, putting your [censor] wherever you want”. There was absolutely no need for her to come out that way. No need for her to curse and be disrespectful. She then started mopping the area where I had put my bag and was purposely touching my bag with the dirty mop, wetting my bag. I told her there is no need for her to touch my bag. She told me”well I asked u nicely not to put your bag there and u didn't want to listen”. I do not appreciate the disrespect that I received at your gym. I don't understand why the gym is allowing mopping of the floors if it was only 5:45 in the evening. And there were no caution signs up anywhere. The floor was very slippery and any member could have fallen. I'm very disappointed with my first time experience in your gym. I am not looking forward to going back there. I do hope you hire better staff because I wouldn't want a rude disrespectful individual representing my company in that manner.

Hi, my name is Maria Patricia and my daughter and I  have been members of Lucille Roberts in Valley Stream for one  year.
But I am very disappointed at the fact that the morning of Feb 2nd, 2017, I went to Zumba class as I usually do Monday to Thursday at 7:30 pm.  On Feb 2nd, we had a new teacher and when she began to play the the music, the people around me and I felt that it was too loud. Immediately, I decide to go to the front desk to tell them about it.  I spoke with the manager about what was happening and to my surprise she said: “This is a gym, and I can’t lower the music.” I tried explaining to her that I come frequently and that the music was way louder than usual and it was hurting my ears. She responded in a very rude and unprofessional manner, telling me to put something on my ears and shooing me away. It makes me very sad that Lucille Roberts has a manager that treats customers that way. I pay the monthly subscription and customers like me deserve employees that treat you with respect and are well mannered.
After the class was finished, I went back to ask for her name. She refused to give me her name and instead asked for my ID and my name and threatened she would increase my monthly payment because of this incident and that she would not TURN THINGS ON ME. I felt bullied. It is NOT OK for her to intimidate me and threaten me in such a way. The name of the Manager is Kathy Russello