New York Sports Club — Local services in New York

Update as of 12/09/2024

I've had to downgrade my rating from 4 stars to 3 because the customer service at 76th Street keeps getting worse. I'm considering switching to another NYSC location. This would be a shame as I enjoy the classes, most of the staff and members, and the location. But I left the club today with a stomach ache. I go to the gym to reduce stress , not to increase it.

The good news: I'm now taking classes, and I love them. "Total Body Conditioning" with Zachary Allman; Pilates Mat with Courtney Crews, Yoga with Alicia Cruz, and Zumba with Go Kato are all great classes with terrific instructors.

The bad news: Management is doing a great job of driving long time, loyal customers out the door. No wonder this place has so much churn.

The two staff members that seem to be responsible for most of the problems are Jonathan, the antagonistic, do-nothing "General Manager" and Agostin, a staff member who often closes the club at night. The club closes at 10 pm most weekdays, and lately if you are not out well before 10 pm, Agostin locks the doors so you're trapped inside. One evening last week, I was about 1 minute late and he locked in at least twenty people for an indefinite period of time, as he never bothered to tell us when he was returning. He finally opened the door about ten minutes later without any apology. Someone suggested that I complain to Jonathan, the "Manager". I replied, "Won't he take Agostin's side?” "He won't", the person replied. In fact, when I complained to Jonathan, he did exactly that. And he blamed me for getting myself locked in, as if I had caused the issue. When I pointed out that no other staff members did this, he rebuked me like I was a child and told me that they all should lock the doors so homeless people wouldn't wander in. Nothing makes me angrier than being blamed for a problem by the person that caused a problem. These two clowns either don't know the first thing about customer service or they don't give a damn. Agostin starts bellowing about a half hour before the club closes about how we only have half an hour left, etc. I am sympathetic to the fact that the staff is tired and want to go home and I generally leave on time. But the attitude from these two is unacceptable. I have never been locked into any gym before in my life, and I've been working out for years. I think both of them should consider changing careers to some job in which they never have to speak to customers---digging sewers, for example. Because they are both awful at dealing with customers.

My complaints about broken machines in my earlier review have not been addressed. There’s a spin bike on the gym floor with no seat and a broken resistance dial that’s been there since I wrote the original review 6 months ago. The gym purchased new mats, so the shortage of mats on the third floor has been somewhat alleviated. They also bought more eight pound weights, but there’s still a shortage. The sauna's been fixed (sort of) but it's still not hot enough. A lot of people who used the ellipticals have left, because the machines have been set to stop if the user pauses or steps off. Apparently, the TVs on the ellipticals no longer work. The massage tables constantly break. The third floor classroom is now perhaps 50 degrees, instead of frigid. But the third floor outside the classroom is still freezing. When people raise issues with management, they are mostly dealt with rudely, dismissively., and dishonestly. (This doesn't apply to all the managers---just Jonathan. Denise, Kim, Carmen, and the other front desk people have been helpful. The other staff is nice).

Members are being told the club is being "improved" to justify raising fees, but this is nonsense.

If this continues, I will consider another NYSC location, at least part of the time.

76th St. had a good thing going. But their refusal to heed customer feedback and the hostile attitude of certain staff are...

So much of the equipment here is broken, they've either run out of signs or just don't care that its broken. After three months of using the gym, I haven't seen any of the equipment repaired. Bolts have fallen out of the rowing machine while using it and after reporting it, they've left it as-is. Yesterday after setting up my e-spinning bike, I found the cadence sensor was broken so switched to the next bike to find it makes an ear piercing noise at speed. I stopped after annoyed looks from other gym goers and moved to resistance equipment instead, only to find the cup holder taped on it falling off. The clincher was the seat falling off the military press machine as I prepared to do a set. My workout ended early right there. The promised refurbishment can't come soon enough, but in the meantime, there is no sign of maintenance.

Update: I contacted the owner per their request three weeks ago but have yet to hear anything back.

Update 2: NYSC has since replaced all the treadmills and rowing machines which is nice. However, other broken equipment is everywhere across the gym. The latest being that many of the weight selector pins and carabiners for attaching to cable machines have gone missing, mean much of the equipment while not technically broken is useless. This makes for a frustrating work out. I raised this with the general manager and she said that some members bring their own! Yesterday I went to the spin class, but the regular trainer was out and there was a sub listed. However, the sub never turned up after 30 minutes of waiting.

Update 3: I inquired about canceling my membership. It's less than a year since I joined a one year membership. When I asked the person at front desk would there be any fees, he said no. This seemed very odd, but I went ahead and cancelled it there and then. Later that evening, I got a call from someone else at NYSC informing me that I will now need to pay $100 to cancel my membership early. I went back to NYSC and spoke with the manager about the issue and why I wanted to cancel my membership. She listened to all my concerns and offered me a free month then I can cancel it if I still wish to. She also reaffirmed that this location is next to be refurbished once the team finish up the 91st street location. Since I spoke with her, I have seen some improvements: there were several techs there fixing various equipment, spin instructor started logging faulty bikes, carabiners for cable machines have been installed. Just hope more improvements come soon.

Update 4: the seat fell off the hip abductor machine this week while I was using it. One bolt was missing and the other was ridiculously loose. I notified front desk who said they would look into it but haven't bothered just yet and left it as-is for the next unfortunate person. Still no update on the long promised refurbishment either. Hopefully January they say, although that's what they said 18 months ago. Not very confident it will happen any time soon.

Update 5: after a two year pandemic hiatus, I rejoined. It's the closest gym to where I live but also the most comprehensive. Prior to the pandemic, they replaced all the treadmills which are still in good condition. Since the pandemic, they were bought out and received some decent investment. Prior to rejoining, I did a trial session and only found 5 items out of order, one of which was a faucet which has since been repaired. The sales rep told me they were going to refurbish soon but given that is what the previous sales rep told me 4 years ago, I was sceptical. However, 2 days later while working out I saw the renovation team assessing the space! The next week, all the resistance machines on the 2nd floor were replaced! Plans are in place to renovate the 4th floor on Monday where the free weights and other resistance machines reside. There is talk of a new spin studio. All in all, I am remarkably impressed by the changes so far and think I will be sticking with...

Possibly the WORST gym ever. The ONLY reason I am still a member is out of pure convenience, I have a busy schedule and this club is a block from my house. I’ve been to gyms in many states and countries and this is by far and away, the worst. Dirty, machines have people’s sweat all over them, members rarely wipe them down after use. Dust literally drops from the ceiling as I’m on the cardio machine. Machines are ALWAYS broken. The cable machine on the second floor has been out of service for like 4 months. Owners/managers take little care of any of this or the members needs. Front desk is rude, never friendly, only one younger guy and one of the trainers (very friendly) actually greet you when you enter without an attitude. Trainers are nice I’ll give it that- worked with Kevin for years and he’s amazing. Possibly the only upside. Other than that- no. There are never any clean towels. The lady at the front (if she even decides to give you the time of day) directs you in the bin to fish them out for yourself. That’s great customer service! Management staff (which is ever-changing understandably so, because 1- who would want to work here? It’s obviously a miserable place judging by their attitudes, 2- nothing ever seems to be done to make this place better) doesn’t seem to care. I waited outside the office for 10 mins while one of the managers ignored me, then instead of saying “hey what can I help you with?” He just muttered he’d be back and walked away. So I wait and he doesn’t return. So I go over to a machine (clearly still In his view) thinking when he gets a free minute he would come over and maybe ask what my issue was, but NOPE, walks right by me. Couldn’t care less. One of the female managers is always outside a few doors down smoking cigarettes and there is never anyone available to address concerns. Also, have to love their broken clocks- I hate coming around closing time, I usually try to make it mid-day, but on the day or so a week when I come around closing, staff is always rude. One girl screams at everyone at 8:48 (they close at 9) “GET OUT! We’re closed! What don’t you people get!” Now I get it, there are those people who linger and try to take advantage and push the clock. That’s annoying and rude and I have worked in the service industry, so I get it, believe me. But lady, why are you shouting at me as if all of us have stayed after closing time? Actually, why are you YELLING at your members at all? Have some class. There is a way to speak to people, and that is not it! This has probably happened over a dozen times that I have witnessed. I have even heard members say to staff “I’ll be done in 5 minutes, it’s only 8:45” and one lady in particular gave a big attitude and told him that they were closed. That is not how you treat people. If you’re looking for a gym Equinox or Crunch are close by, this gym is not worth it. Also- free weights are constantly all over the place on the 4th floor, there is a disgusting stench up there which I have never in my life seen as bad as this gym, and when you do see a cleaning person (very few and far between) they will “clean” and jab at your machine WHILE you’re on it! Some lady starts jabbing her mop into the stair master when I was on it, doing a good speed, and the thing shut down. I almost had a heart attack! And tripped. She’s done this multiple times. I really wonder how this place is even in business. Oh- and they constantly play games with membership fees- my membership went up without any notice. And the fees were hardly worth this dump before,...