Rock Fitness
🏋️ Fitness & Gyms · Astoria
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
AI-classified. Tap a category to filter the experiences below.
Experiences
Staff refused to check the lost and found for a customer.
Business reply on Google
We are unable to locate any record of this name in our system, and is not associated with an active membership or any walk in at all. If you believe this is an error or you are a current member, please feel free to reach out to us at [email protected], and we’ll be happy to assist you further.
Gym cancelled membership and kept prepaid funds after negative review
Business reply on Google
Sorry you feel this way. Thankfully for Rock Fitness there are a few thousand members that feel otherwise. With that being said, it's probably best you find a new gym that you enjoy! Your membership here is revoked.
The gym increased membership prices without providing additional value to members.
Business reply on Google
Hello Aria how can you claim that there are zero improvements while in the same sentence say you were given access to a second brand new facility. Also upgrades that recently happened brand new floors in both locker rooms, renovations to the bathrooms on the first floor. BRAND NEW stair masters being delivered this FRIDAY! NEW saunas are coming soon. Being that you are not a member i am not sure why you are taking the time to put out these false reviews. Perhaps you can find a better purpose for your time.
Staff issues and lack of amenities for the high membership cost
Business reply on Google
Hello Mayan in your review below you're making a complaint that the club does not have enough equipment for the amount of people and now you're complaining that we don't give out free guest passes or have a big enough sauna. Please grow up and stop harassing us.
Trainers monopolize gym equipment and dismiss customer time constraints.
Business reply on Google
During training sessions, our trainers may incorporate supersets and structure workouts based on the specific needs and programs of their clients, which can occasionally involve using multiple pieces of equipment. That said, our trainers are always happy to accommodate other members whenever possible. If you had asked to share the equipment they would have gladly been open to super setting with them. As a large facility, we offer a wide range of equipment available to all members. We encourage a collaborative and respectful fitness environment where everyone shares equipment considerately and supports one another especially during busy times or when schedules are tight. Thank you for your understanding, and please don’t hesitate to reach out if you have any further concerns.
Manager engaged in persistent unwanted harassment and unprofessional behavior toward a…
Business reply on Google
We have no such member in our database. Basically a fake review from a fake customer or a deadbeat customer that got cancelled for non payment and is now being spiteful. Anyone can make frivolous allegations online hiding behind a fake profile. Good luck and hope you find a better way to occupy your time!
uncomfortable gym environment due to excessive heat and loud music
Business reply on Google
Thank you for sharing your feedback. We’re glad to hear that you find our facilities clean and well-maintained. Regarding your concerns about temperature, our A/C runs 24/7 year-round, and the thermostats are set to a consistent 68°F, which are visible to all members. As for the music, we strive to play selections that appeal to a wide range of members. If you ever find the music too loud, please don’t hesitate to come to the front desk—we’re happy to adjust the volume for you. We’re sorry to hear that you’ve been frustrated and that your experience has been challenging at times. We truly hope we can help make your visits more enjoyable moving forward.
Customer charged for unused month due to poor staff communication
Business reply on Google
Dear Alejandra, You had previously requested that December serve as your final billing date when you chose to cancel your membership. However, the December payment that was processed on your account was subsequently disputed. Although you indicated that you did not intend to use the gym during December, our cancellation policy which you agreed to at the time of enrollment requires the final month’s payment in order to complete the cancellation process. Because the December charge was disputed, the account could not be closed at that time. You later visited the facility and met with the General Manager, who reviewed these policies with you. As a courtesy, the late fee associated with the disputed charge was waived. During your visit today, you submitted payment for your final month, and your membership was promptly canceled thereafter. Based on these circumstances, we do not believe that you were treated unfairly or taken advantage of.
Incompetent staff and aggressive marketing practices at the gym.
Business reply on Google
Hi Victorya, I apologize for your experience here at Rock Fitness, but I would like to comment on a few of the points you had thoroughly listed for us. -We have many employees here who are all great workers and follow the rules and protocols of the facility. -Anyone who walks through the door for a tour or walk in needs to provide contact information as per our liability. -On that point, anyone who wants a tour also needs to fill out a liability form with their signature in order to have initial access to the facility. It was not a contract that you signed as you are not a member of the club. -We have follow up texts in order to create an open communication platform just in case not all of your questions or concerns were answered on your initial visit. These text messages can be canceled at any time with the word stop and are very easily opted out of. -Thank you for commenting that we have an amazing holiday sale that is currently happening! Thank you very much for your feedback and we hope you have an amazing rest of your day.
inconsistent billing practices and recurring late fees despite timely payments
Business reply on Google
Hello Tauany, Thank you for taking the time to share your concerns. We're truly sorry to hear that you've had a frustrating experience with the billing process, and we’d like to clarify a few important points to help clear up the confusion. First, it's important to note that our billing is handled by an external company, and all monthly payments are processed automatically on the first business day of the month at 5:00 a.m. If funds are unavailable at that time, the transaction is declined and a late fee is automatically applied—similar to a returned check fee from a bank. To help members avoid any issues, we have a strict cutoff on the 20th of each month for making in-house payments or updating billing information. This allows us time to process any changes before the automated billing cycle is finalized. While we do our best to accommodate updates after this date, we cannot guarantee they will take effect in time for the next cycle. This process is outlined in our membership agreements and has been in place company-wide for many years. In your specific case this month, we understand you came in on Saturday, August 30th—during Labor Day weekend. By that time, the billing cycle had
The gym is overcrowded and the cancellation process is difficult.
Business reply on Google
Thank you for your feedback. We’re sorry to hear your experience hasn’t been what you were hoping for. While the gym can get busy at peak hours, we do our best to create a welcoming space for everyone. Regarding membership, our cancellation process is straightforward: non-commitment memberships can be cancelled anytime, and year contracts include options to cancel early under certain circumstances. In your case, the membership is still within the first year of that agreement. If you’d like to discuss your options further, please reach out to us directly at [email protected] and we’d be happy to help.
Management displays unprofessional behavior and poor customer service.
Business reply on Google
Thank you for your feedback. We're glad to hear you found the gym clean and our equipment up to standard. We're truly sorry, though, that your experience with our team didn’t meet your expectations. We take customer service seriously and always aim to treat our members with respect and professionalism. Your comments will be shared with our management team so we can better understand what happened and make improvements where needed.
Staff member displayed a rude and arrogant attitude toward the customer.
Business reply on Google
Thank you for taking the time to leave feedback. We are really sorry to hear about your experience. Our goal is to provide a welcoming and positive environment for all our guests. It seems there was a conversation about you wearing jeans in the facility while exercising. While we appreciate your constructive feedback our policies are in place for a reason. We appreciate your compliment on the aesthetics of our gym, and we hope you'll consider giving us another chance in the future. If you'd like to discuss your experience further, please feel free to reach out to us directly. Thank you again for your feedback, and we wish you the best in finding the right gym for your needs.
Excessive cancellation fees and overcrowding with insufficient equipment.
Business reply on Google
Hello Ceyhun, We appreciate you taking the time to share your feedback. We understand that pricing and facility preferences can vary from person to person, and we strive to provide a high-quality experience that reflects the value of our offerings. Regarding membership terms, we ensure all policies, including cancellation options, are clearly outlined at the time of sign-up. We’re always happy to assist members with any questions or concerns about their agreements. Regarding our dress code, we enforce certain guidelines to maintain safety, hygiene, and a comfortable environment for all members. We truly value our members and their experience at our facility. If there’s anything we can do to address your concerns further, please feel free to contact us directly.
Staff refused to use preferred name and exhibited discriminatory behavior.
Business reply on Google
Hello Merlin, we take our reviews and customer service very seriously. In regards to your recent review, you've left out several very pertinent details. When you visited our facility today, you requested for your name to be modified in our system. We informed you that we could in fact alter your preferred name, however your legal name would remain in the system for billing and liability issues. We hope that this clarifies and helps you understand our legal position. If you have a change of heart, our doors open to you. Merlin, we operate a transparent and reputable business. However, we cannot guarantee that certain aspects of our operations will not require the use of your government-issued name. Specifically, our billing process is based on your legal name. We are committed to honesty and transparency, and we do not wish to offer false assurances. Should this occur, we understand it could lead to frustration, and we want to avoid any potential dissatisfaction.
Gym made unauthorized charges to bank account after membership termination
Business reply on Google
We are truly sorry to hear about your experience, and we sincerely apologize for any inconvenience this situation has caused. We take matters like this very seriously and want to assure you that this is not the experience we aim to provide for our members, past or present. Please reach out to us directly so we can resolve this issue as quickly as possible. We would be happy to investigate the charges and look into why this happened. Your feedback is important, and we are committed to addressing any concerns to ensure this doesn’t happen again. Thank you for bringing this to our attention, and we hope to make things right for you.
Unauthorized contract extension and unprofessional conduct by gym owner
Business reply on Google
This is a completely inaccurate statement. On the contrary all we show on our TV's are sporting events. If a news channel came on after a sporting event ended or a commercial during the event the content of either does not represent any views of the Rock. Everyone has a right to there opinion and we respect and welcome all patrons, thus making us one of the most diverse clienteles in New York. Sorry to see you go, but wish you all the best in your future endeavors.
Staff denied a child access to the facility restroom.
Business reply on Google
Hello Christine. I apologize for your families bad experience at our club. We unfortunately cannot allow children onto the floor of the facility where our restrooms are located due to liability and insurances. I know this was not properly explained to you the day of the incident and we apologize for that. If there is anything we can do please email me directly at [email protected]
Staff member was rude and confrontational regarding gym policy
Business reply on Google
Hello Jon we apologize for the encounter you had our facility. The waiver you signed was just a tour waiver and if something did happen while that time its a liability. We have had many people come in and say they are looking around and end up working out so we are very cautious.
Difficulty cancelling membership and inadequate space for gym classes.
Business reply on Google
Hello Merauder I want to start by thanking you for taking your time to write such a detailed review and voicing your concerns. I first would like to say I do not have a person named "Merauder" in our system. If you would like to directly address your concerns please feel free to email us at [email protected]. I would love to speak more about the issues you've had or are having and address them immediately.