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:04/08/2025

  Type:Product 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.

  Background of Issues 1. Consistent Failure to Update My Email Address On September 3, 2021, I requested that my email address be updated after losing access to the email I used to purchase my bike. From that date forward, I received 144 emails from Equinox Plus, many of which CCd my old email, despite my explicit request for all communications to be directed solely to my updated email. On January 13, 2022, I complained directly to customer service about their repeated use of my old email address, expressing frustration that I continued to receive marketing and maintenance emails at the wrong email despite having changed my email on file. A customer service representative confirmed in response that my email on file had been successfully updated.2. Failure to Notify Me of a Critical Software Update In early 2024, I discoveredthrough a three-month process of resolving a billing system error that was causing a card other than the one I placed on file to be charged for your service - that my bikes software had been outdated for three years, preventing me from accessing key features. When I inquired why I was never notified, I was told that Equinox Pluss marketing team made a decision to send the update instructions only to the email addresses used for initial bike purchases. I was also told that Equinox cannot be responsible for communication failures despite the fact that the Equinox plus team had already confirmed my updated email address multiple times in writing since September 2021.

  Customer Answer

  Date: 05/02/2025

  At this time, I have been contacted directly by Equinox+ regarding complaint ID ********, however my complaint has NOT been resolved because:

  Theyre sticking to the assertion that it was their right to choose which email id prefer to be contacted on despite my messaging them multiple times about updating my email on file.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Business Response

  Date: 05/29/2025

  Hi,
  
  This has been resolved with ******* and she said she was happy with our resolution.
  
  Thank you.
   
  

• Initial Complaint

  Date:01/22/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I had a 7-day Equinox+ trial membership which is scheduled for renewal on January 2nd. On January 1st, I submitted the request to cancel my trial online and got the email that I submitted the request on January 2nd. Hence I was charged $39 monthly membership fee. I contacted Equinox+ multiple times through webmail portal on their website and by emailing ********************************* However there is no response at all. I called Equinox customer service line. I was told that ********************** is separate unit and they have no phone number, only reachable by email. I searched online for phone numbers and none of them are valid.

  Business Response

  Date: 02/13/2025

  The customer's cancellation request was received in our system on February 2nd, not the first. I've added a screenshot of the system notes regarding this customer's account.

  Customer Answer

  Date: 02/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  It is clearly that equinox+ system is scamming customers. I submitted the request for cancellation on January 1st (see the attached screen shot) and got the confirmation email on January 1st stating that I made the request on January 2nd. This is cheating.

  ***

  Automatic reply: We received your cancel membership request and will delete your personal information
  Yahoo/Inbox
  
  
  ******* ********* 
  **************************
  *******************************************************************
  ****** ***
  
  **** *** * ** **** **
  
  
  
  
  
  
  ***** *** *** ********** ******* **********
  
  **** ******* *** **** ******** *** ** *** ******* ** *** ******  * ****** ** *** **** **** ** ** ***** **** *** ** **** ** *********  ** **** ******* ** ****** *** *** ***** *** *** **** *********
  
  
  
  
  ***** **** 
  ******* ********* 
  
  
  ****************************************
  
  It's not for everyone: This e-mail, and any attachments hereto, is intended for use only by the addressee(s) named herein, and may contain legally privileged and/or confidential information. If you are not an intended recipient of this e-mail, you are notified that any dissemination, distribution or copying of this e-mail, and any attachments hereto, is strictly prohibited. If you have received this e-mail in error, please notify the sender by reply e-mail, and permanently delete this e-mail, and any copies or printouts.
  
  
  PLEASE CONSIDER THE ENVIRONMENT BEFORE PRINTING THIS EMAIL. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** ***
  
  
  
  
   
  

  Business Response

  Date: 02/18/2025

  We were able to investigate further and did find your emails sent from 1.1; however our system shows the cancellation was received on 1.2.  I have honored this cancellation request and refunded the charge (find the invoice attached).  We would like more information on this to help identify why this discrepancy exists.  Can you provide the city and/or timezone you were in when you submitted the cancellation request and where you were at when you sent the follow up email?

  Please note that Equinox is committed to honoring customer's health and access to our content.  We also want to ensure that we prevent any and all scams including using the **************** Platinum benefit as their terms are stated and take these requests seriously. 

  Customer Answer

  Date: 03/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *** ***
  
  
  
   
  
  

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Hello, I am writing to file a complaint against Equinox+ regarding an unauthorized charge to my account following a ***** trial membership. Trial Membership Details: I signed up for a 7-day trial membership with Equinox+ on December 27, 2024.Cancellation Information Provided by Equinox Concierge: I was informed by Equinox concierge members that I could cancel my membership on the last day of the trial (January 2, 2025), as billing for the subsequent month would only occur on the 8th day of the membership (January 3, 2025). They assured me that as long as I canceled before January 3, 2025, I would not incur any charges. I purposely called to confirm as there was no clear instructions given. Cancellation Date: Following their instructions, I canceled my trial membership on January 2, 2025, well within the timeframe communicated to me.Unauthorized Charge: Despite adhering to the cancellation policy provided by Equinox staff, I was charged for a membership on January 3, 2025. This charge was unauthorized and goes against the agreement I was promised.I have already contacted Equinox+ customer service to address this issue, but I have not received a satisfactory resolution or refund. The actions of Equinox+ in this matter are misleading and *************** resolve this issue, I am requesting the following:A full refund of the unauthorized charge made on January 3, 2025.I believe that Equinox+ has acted in bad faith by providing me with misleading information and then charging me contrary to the terms explained during my trial. This has caused unnecessary stress and inconvenience.I trust that the Better Business Bureau will assist in resolving this matter promptly. I am hopeful that Equinox+ will take responsibility for their error and issue the requested refund. If this issue cannot be resolved through mediation, I am prepared to explore additional avenues to ensure a fair outcome.Attached is email with dates Thank you for your time and assistance!

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Hello, I am writing to file a complaint against Equinox+ regarding an unauthorized charge to my account following a ***** trial membership. Trial Membership Details: I signed up for a 7-day trial membership with Equinox+ on December 27, 2024.Cancellation Information Provided by Equinox Concierge: I was informed by Equinox concierge members that I could cancel my membership on the last day of the trial (January 2, 2025), as billing for the subsequent month would only occur on the 8th day of the membership (January 3, 2025). They assured me that as long as I canceled before January 3, 2025, I would not incur any charges. I purposely called to confirm as there was no clear instructions given. Cancellation Date: Following their instructions, I canceled my trial membership on January 2, 2025, well within the timeframe communicated to me.Unauthorized Charge: Despite adhering to the cancellation policy provided by Equinox staff, I was charged for a membership on January 3, 2025. This charge was unauthorized and goes against the agreement I was promised.I have already contacted Equinox+ customer service to address this issue, but I have not received a satisfactory resolution or refund. The actions of Equinox+ in this matter are misleading and *************** resolve this issue, I am requesting the following:A full refund of the unauthorized charge made on January 3, 2025.I believe that Equinox+ has acted in bad faith by providing me with misleading information and then charging me contrary to the terms explained during my trial. This has caused unnecessary stress and inconvenience.I trust that the Better Business Bureau will assist in resolving this matter promptly. I am hopeful that Equinox+ will take responsibility for their error and issue the requested refund. If this issue cannot be resolved through mediation, I am prepared to explore additional avenues to ensure a fair outcome.Attached is email with dates Thank you for your time and assistance!

• Initial Complaint

  Date:08/29/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I am filing a complaint because Equinox refuses to allow me to cancel the monthly subscription and get a refund for the last billing period, even though I tried to cancel on the right day but the website would not allow me. As a result, I was one (1) or two (2) days late in cancelling after the billing period started. I emailed them about this problem. Nevertheless, Equinox is insisting on charging. me $43 for a full month. I want to cancel and get a refund for the month.