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Resources for Businesses

My Home Location

Columbus, OH, USA

My BBB

BBB of Central Ohio
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Business Profile

Health Club

Chelsea Piers Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Club.

Complaints

This profile includes complaints for Chelsea Piers Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see

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Chelsea Piers Fitness has 3 locations, listed below.

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    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/04/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am submitting this complaint regarding an unreasonable parking charge of $334.00 for less than 24 hours of parking at a facility in *********. This fee is exorbitant, and based on my experience, no other garage in the area charges such a high rate for similar parking durations.When I tried to address the issue with the parking attendant on-site, I was met with no resolution, forcing me to pay the full amount in order to leave the facility. I was visiting a friend whose yacht was docked at the Chelsea Pier. Additionally, the signage at the garage did not clearly display the parking rates, which I believe is in violation of NYC regulations.I request that the BBB assist in seeking a refund for the excessive charge.

    • Initial Complaint

      Date:07/01/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      As soon as I signed up for the gym, I was charged one pre-paid month up front. I initiated the cancellation on 5/17 by walking into the gym and requesting a form. I was told it was 2 days after their cut off which is the 15th of each month, such that they must charge me for the month of June, and the prepaid fee will be used for July. I have had no access to the gym since June since moving, so fees just went into a black hole. Sure, thats how gym membership cancellation tend to go.The thing is, even if you accept these arbitrary policies, Chelsea Piers finds ways to trick you into continuing to pay. After filling out the form to cancel, I receive an email from their staff with the subject ******* Services Inquiry | Membership Cancellation Request". I assumed I was all set and didn't about it. Fast forward to July 1st. They charged my credit card once more. It left me wondering why, so I opened up the email from the staff. The email actually does not, strictly speaking, confirm my cancellation. Rather it says We're sorry to hear you're looking to cancel your membership. May I ask what's changed or if you had a bad experience that we can potentially troubleshoot before proceeding with the cancellation?By walking into the gym to request cancellation, and by filing out the form, I have showed clear intention to stop the membership. What Chelsea Piers did in response was sending an email with a deceptive title just to ask "why cancel?", WITHOUT fulfilling my request. And pretends as if nothing happened and continues to charge membership fees when I didnt respond to the email. I SHOULD NOT be required to jump through this hidden, additional hoops just to cancel a membership. Chelsea Piers fitnesss arbitrary, deceptive cancellation process that go against common sense lock gym members into their memberships long after the they cease to be useful. This means paying several more months of fee for service that they dont need and dont intend to use.

      Business Response

      Date: 07/01/2024

      ******,

      I'm sorry to hear about any confusion that led to your membership not being canceled. I've reviewed your most recent correspondence with ***************************** from our ****** Services team. Typically, we aim to collect data from our members as the last step of their cancelation -- to which we did not receive a response from you on 5/17; leading to the cancelation not being processed then. For example, since you're noting that you've moved, we typically need to collect a proof of relocation from our members to terminate any memberships. 

      We have no intention on keeping members subscribed beyond their intention to remain a part of our club, and I'm sorry if this experience came off that way. Your membership will hereby be canceled and a refund will be processed for your July dues, which I understand you requested when speaking with ******** over the phone about today. 

      I hope the above helps. Please let me know if there's anything else that we're missing. 

    • Initial Complaint

      Date:05/11/2023

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am trying to cancel a monthly subscription to a fitness ********** to knee issues that will likely prevent me from physical activity for several months. The gym requires a "detailed letter from a doctor" ***** in case of relocation, they're asking for "written verification, which consists of a copy of a new lease, utility bill or bank statement"), in addition to 2 months add'l charges.I am not willing to share medical records (aren't those protected under HIPAA?) or personally identifiable address information (why is their business to know where people are moving to?).What are my options?I have attached a screenshot from their website's cancelation form.Many thanks, ******

      Customer Answer

      Date: 06/04/2023

      Better Business Bureau:

      At this time, I have not been contacted by Chelsea Piers Fitness regarding complaint ID ********.

      Sincerely,

      *****************************

    • Initial Complaint

      Date:03/20/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ive canceled my membership month to month at Chelsea Piers Brooklyn because of a worsening chronic medical condition that prevents me from using the facilities. As required, I sent in a medical letter from my physician stating this. Chelsea Piers confirmed that they would cancel my membership as of May 31, 2023. However! I was then told that the seven training sessions I pre-paid for (at approximately a cost of $700) would NOT be refunded. If my contract has been canceled, per the club requirements, I dont understand why I cant get a refund for my personal training sessions.

    • Initial Complaint

      Date:02/16/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 2/7/23, I took my friend to Chelsea Piers Fitness (CPF) to visit using one of my guest passes. We approached the front desk where I signed in via QR Code, my friend showed his ID and proof of vaccination before he filled out an online waiver. Once so, he saw a green check ***** which we showed a staffer who let us through to visit the gym for the day (all per policy)The next day, w/o any warning or notice, I received an email from CPF staff ***********************, accusing me of using my ID to scan multiple people into the gym & not following member policies. My friend's visit was not logged into the system correctly by the front ********** insinuated I disrespected their policies, threatening to revoke my membership should a staff member see me breaking the rules again (the email photo is attached). The tone of the email was harsh, evidence was lacking, and I was not requested to clarify any details prior to the accusation. I responded stating I was quite offended by this & asked to speak to her supervisor ********************* The next day, he called me. I asked him whether any video footage was used to verify the accusation of "disrespecting" club policies, to which he said no (he would have seen that my friend + I waited for 10+ minutes to sign him in before entering the gym). I asked how they could accuse me of something without validating my side of the story, to which he responded that they could check and verify and that he agreed the tone of the email was harsh. I was disappointed in the response, mentioning how (1) I've had previous issues w/ the front desk (e.g. not completing requests like getting email receipts for payments) & (2) a client should not be spoken to in that regard, esp. w/ an accusation that has no validation nor incident follow-up.At the end of the phone call, I mentioned I wanted a refund and that I wanted to cancel my membership immediately. He initially agreed, but the refund is no longer showing as pending on my card. The issue is not rectified.

      Customer Answer

      Date: 03/14/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Chelsea Piers Fitness has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

      *****************************

    • Initial Complaint

      Date:12/27/2022

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ive been a member of Chelsea Piers for ten years. As a senior my rate dropped to $135 per month from $185 when I became a senior. Effective January 1, 2023, my monthly rate raises to $200 per mont.a 48% increase over night. Oil companies dont even raise their rates in such leaps. This rate of increase certainly isnt ethical. Is it legal? I would think that an increase to $165-175 would be more appropriate.

      Customer Answer

      Date: 01/21/2023

      Better Business Bureau:

      At this time, I have not been contacted by Chelsea Piers Fitness regarding complaint ID ********.

      Sincerely,

      *************************

    Chelsea Piers Fitness is NOT a BBB Accredited Business.

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