Complaints

This profile includes complaints for Equinox's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Equinox

  1 Park Ave Fl 2 Equinox Member Services New York, NY 10016-5816

• 

  Equinox

  330 East 61st Street New York, NY 10021

• 

  Equinox Holdings

  1441 Brickell Avenue Miami, FL 33131

• 

  Equinox

  8560 Sunset Blvd. West Hollywood, CA 90069

• 

  Equinox Holdings

  520 Collins Avenue Miami Beach, FL 33139

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:06/18/2025

  Type:Sales and Advertising 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.

  On June 13th I had a facial booked at the Equinox spa. I had booked a facial and an add on for a total cost that I saw when I booked. When I arrived, the esthetician told me that the add on was not eligible with the facial, and recommended that I switch to a different facial, saying the cost was about the same. She did not give me any prices. I agreed, she gave me my facial, I left and paid. Then, I got two more charges. One that was doubling the tip I left, and the other was around the same cost as the total bill I paid. The *** manager emailed me to say they were charging me for the different facial that I got. After a lot of back and forth where she appeared to be intentionally withholding information from me, it became clear that the facial I got was in fact not around the same cost as what I had booked, and they had given me a facial for 100 extra dollars without telling me, and then charged me 120 dollars extra (they added 20 extra dollars for tip). I told them I had never agreed to this, I was never told the cost, and they basically called me a liar. Repeatedly. They did not refund me. They have no record of me agreeing to pay for this and in fact told me that I would not be charged extra until after they had completed the service.

• Initial Complaint

  Date:06/06/2025

  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.

  I reached out beginning of April to Equinox membership services about cancelling my membership since I was moving abroad. My messages were ignored. I kept persisting until I was connected to someone named ******. I sent him paperwork proving my move abroad, and was told that it should be sufficient for membership cancellation. This was mid-April. I left it at that. I noticed recently that my membership was NOT cancelled and that I've been getting charged as normal. I emailed the person and received no response. I called yesterday and was connected to someone named **** who said would look into it and send me an email. I reached out through chat concierge as well, and they tell me they don't have the paperwork and I need to resubmit the request. This has been going on for 2-3 months now. I just moved internationally and can't deal with such unprofessional staff

  Business Response

  Date: 06/17/2025

  *** ******** account has been cancelled and a refund of $637.46 was issued to the original form of payment on 6/11/2025 for monthly dues that has collected. If the refund has not reflected in your bank account please allow time for it to reflect the said refund.

• Initial Complaint

  Date:06/02/2025

  Type:Sales and Advertising 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.

  I joined Equinox at *********** on May 1st based on a phone conversation with a sales representative (*********** *****) who told me I'd receive two $250 gift cards and be able to cancel at any time however she is no longer working at the club.While I understand this was not in writing, I acted in good faith, and this verbal assurance directly influenced my decision to join. When I followed up, I was told the representative was no longer with the company, and the club manager stated that gift cards were never part of the offering and cancellation requires medical documentation.I believe this was misleading and would like to be released from my membership without penalty due to the false promises made during enrollment. I am also requesting this be formally reviewed by corporate.

  Business Response

  Date: 06/03/2025

  We've reached out to the upper management team of Equinox ***********. They'll be connecting with *** ******** to discuss further resolutions with the matter and his concerns.

• Initial Complaint

  Date:05/05/2025

  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.

  I am filing this complaint due to repeated harassment by a male trainer at Equinox ********************************, and the gyms failure to respond adequately, despite formal reports and evidence.Since August 2024, a male trainer persistently tried to talk to me and followed me around the gym multiple multiple times. I wore headphones, avoided interaction, and began taking photo evidence after months of discomfort. In April 2025, I submitted a detailed written complaint with time-stamped ***************** acknowledged the trainer doesnt pick up social cues but failed to take appropriate action. They showed him my membership photo, told him to avoid me (with no enforcement), and discouraged me from collecting evidence. Their suggested solution was for me to switch clubs or cancel my membership.I returned weeks later and the trainer continued to stare at me multiple times. When I followed up, the ** falsely claimed I agreed to work out at a different timesomething I never stated.Despite their knowledge and internal acknowledgment of the situation, the trainer remains employed, and I do not feel safe at the gym I paid to access. I am seeking formal acknowledgment of this mishandling, a written apology, and a confirmed permanent separation from the trainer during my workouts.I attempted to upload supporting documentation, but the file upload failed. I am happy to provide my email thread and screenshots upon request.

  Business Response

  Date: 05/06/2025

  We've reached out to the ***** street management team on behalf of *** **** concerns. They will be reaching out to further discuss.

• Initial Complaint

  Date:04/30/2025

  Type:Billing 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.

  In February 2025, I received a medical diagnosis for lower back pain with radiating leg pain, and my licensed physician (Dr. ******* *. Prin license ********* instructed me to withdraw from all gym activity. I submitted a medical note to the gym to cancel my contract. However, they refused to accept the letter despite it being detailed and legitimate.Instead of offering a proper cancellation process, they sent me a link that only allowed me to freeze the account with a $50 monthly charge not cancel it. I tried multiple times to follow up, visited the location in person, and called customer service, where I was told they would help me close the account manually. They never followed through, and now Im being charged for a service I was medically ordered to stop using.This situation has caused me serious emotional distress, including crying spells and breathing issues, and the debt they claim I owe is unfair and inaccurate. Im requesting cancellation of my contract, the removal of any charges since my medical exemption, and support in resolving this issue fairly.

  Business Response

  Date: 05/01/2025

  We've reached out to the management team at the ******** facility on behalf of *** ********* to assist with the cancellation. They will be connecting with *** ********* shortly to further discuss.

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair 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.

  sighned up in april and the very first visit to Equinox I was looking forward to my main activity which is a dry sauna and pool at the ***************, which is the location where I usually go for the sauna. towel service was broken.this is an ongoing issue for years.several years ago when I was a member they had the same issue all the time. at the time I lived in ********* and was able to go to other locations to the *****,use Rockefeller Cen on the weekends. That location is closed now. their unlimited towel service is what im payimg for bc cheaper clubs offer 1-2 towels so you have to bring your own towel to feel comfortable. the constantly broken laundry machines in *************** completely ruin the experience i signed up for. The problem is they dont even send an email so you go there from nj planning your day to relax. u get there and oops no towels, they say 2 towels per person looking at you judgementally when u ask like some begger for more. Its not enough!. U need 2 towels to sit on in the sauna, one towel for ur head, one towel to wrap urself, 2 towels to dry urself after shower, and at least 2 towels in the pool. I dont think its fair i have to explain myself how many toweld and what for i need them for after i paid for unlimited ********* as a result for the whole month of April, I was not able to use the sauna and the pool. I was very patient for 3 weeks but finally got tired and emailed askimg for some alternatives but noone bothered to assist so another weekend is ruined for me. they did not reply. I sent them another email. I intended to use sauna/pool 2-3 times per week I am payimg for it and not able to use them. I want a discount towards april fees.

  Business Response

  Date: 04/24/2025

  We've connected with the management and billing team at the Equinox *************** facility on behalf of *** ******* concerns. A representative from the location or concierge will be reaching out between 5-7 business days.

• Initial Complaint

  Date:03/13/2025

  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.

  I sign up for equinox+ trial and upon trial expired, there is no email or notification regarding to the renewal, It secretly charged a month of fee for *****. Once I noticed the charge, I immediately cancel the membership and request the fee to be refunded. However, the email I sent ignored the fact the I would like to have my monthly fee refunded, and I never used the membership. They refused to refund the *****

  Business Response

  Date: 03/20/2025

  We've connected with the concierge team from Equinox + and  *** ****** membership has been cancelled effectively with no further billing. However a refund for the final charge has not been approved.

• Initial Complaint

  Date:03/13/2025

  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.

  I went and looked at the Equinox in *****************, in November of 2024. I've been harassed by **** in sales, ever since. I receive regular texts that say 'do you want to join'. I've responded to the over 50 texts with 'no' and 'stop'. The texts do not stop. **** is harassing me, I imagine it could be because I did not join. I had thoughts I'd be moving back to LA and it didn't happen, at least not yet. Now I have had constant texts from this '****' person for the past nearly 5 months. I've done everything but block his texts, which I didn't do because narcissists will just use a different number. ****, please stop harassing me. Do not text me. Do not contact me. Nor, do I want anyone from Equinox contacting me. Throw out my number. Forget I exist. Understand?

  Business Response

  Date: 03/18/2025

  We've connected with the Equinox Facility on *** ******** behalf to request for no further communication.

• Initial Complaint

  Date:03/10/2025

  Type:Sales and Advertising 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.

  I sent an email to cancel my membership due to moving on January 12, 2025. I was no longer under contract as I had been a member for 3 years. My move was not until mid February so I kept going until the app said otherwise and it never said my membership was canceled, however they charged my credit card on January 23, 2025. I sent another email on February 20th to cancel the membership. I reviewed an email saying that my account was unable to be charged as now I had locked the credit card they had on file and they sent me an email saying that they would email me a link to cancel the membership that would expire in 7 days. I never received the email and I emailed them later that day to request the email and never got a response. They sent another email requesting payment and I emailed them again along with screen shots of the emails I have requested to cancel and received no correspondence. They sent another email requesting payment and they are now saying that I cannot cancel my membership because now I owe them for February and I need to pay that fee before I can cancel my membership. I would like them to remove any payments I owe them and cancel my membership as I originally requested in January at the very least for February. I kept going as long as my app allowed me to thinking they would alert me when my membership was canceled as my membership would be charged for the following month. They should refund me for January as well but I utilized the membership a few times in February so I understand they may not want to, but this now feels like harassment.

  Business Response

  Date: 03/11/2025

  We've reached out to the management team to assist with *** ***** cancellation and refund request. 

• Initial Complaint

  Date:02/25/2025

  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.

  Disappointing experience at Equinox ******************. They advertised a referral fee that they ultimately refused to honor, and it took three emails to finally receive the reward, with the agent initially claiming it didnt exist. To make matters worse, expensive personal items were stolen from the locker room, and despite bringing this to managements attention, no action was taken. Additionally, the cancellation process is unnecessarily complicated, seemingly designed to keep your money. I cannot recommend this location. Gym is keep charging fee while cancellation was done by email and manager said she will do a refund that did not occur. Requesting 2 months (****** x 2) refund + Headphones 350$ + repair for referral fee complications

  Business Response

  Date: 02/25/2025

  We've reached out to the management team at the ****************** facility for assistance with *** ********* claim and concerns. A representative should be reaching out shortly to discuss further solution.