Complaints

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.

• Initial Complaint

  Date:02/08/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My husband was an employee and a resident club member who paid full membership fees. The GM would not let him change in the club locker room before work but no employee area is provided for changing. This also raised questions on our behalf about the fairness of paying full membership fees without access to all amenities. It is appalling for a paying member to be told he can not change in the locker room.
  
  In an attempt to address the situation, my husband approached GM **** to discuss the matter. Unfortunately, the conversation took an unpleasant turn, with **** displaying rudeness towards my husband. This disrespectful behaviour ultimately led my husband to resign on the spot.
  
  Seeking further clarification, I decided to personally speak with GM ****. However, upon entering his office, and him closing the door behind me, a gesture that immediately made me feel uncomfortable. His next action further heightened my unease. He immediately questioned whether I was recording our conversation. This initial suspicion was both surprising and unprofessional. As a woman, this situation was particularly concerning, making me feel uneasy and questioning the professional environment I found myself in. A professional individual, who conducts themselves with kindness and integrity, would not be concerned about being recorded if they were fulfilling their duties appropriately. I showed him my personal cell phone as I was so taken aback to prove that I was not in fact recording him.
  
  In light of our disappointing experience, we have made the decision to terminate our membership at Equinelle. We strongly urge the club's management to evaluate how GM **** interacts with members and employees, as his behaviour was unbecoming of a professional in his position. We hope that an apology will be extended to us. It is our sincere hope that the club takes steps to ensure that all members, regardless of age, sex, or background, are treated with the respect and courtesy they deserve.

  Business Response

  Date: 14/08/2023

  A meeting was held in person on Aug. 9, 2023, with all parties present.  We listened to the consumer/employee complaint and a formal apology was given at this meeting    An agreement was made wherein the employee was asked to come back to work and the employee and agreed.  He officially resumes his empoyment on Tuesday, August 15, 2023.  We are pleased to have this employee to be back working with our team.  If you require further information, I was present at this meeting and would be pleased to speak with you.  

  Sincerely,

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