Business Profile

Fitness Center

Equinox

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

107 total complaints in the last 3 years.
44 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/22/2024
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 was billed for my base level gym membership + locker service + laundry service on 9/23/24 for 9/23/24-10/22/24. Days later, I was told the facility's shower and steam room will be under construction for the following 10 weeks. I have asked this business to refund me the prorated amount for the locker and laundry services (10/1/24-10/22/24) but they will not respond to my request.
Business Response
Date: 10/29/2024
A partial refund of $52.68 was issued back to *** ********** funding source on file. If it is not reflecting please allow 5-7 business days for it to reflect in *** ********** banking account.
Customer Answer
Date: 10/30/2024
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:10/17/2024
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 used to be member at equinox on ***********************. I tried to cancel my membership because I received a denial for my opt on August 13th and I had to come back to my country for personal issues (my dog got epilepsia). I sent to the manager my letter from ***** with my ID and my flight ticket, but for him it wasn't enough until I got an electric bill from the place that I'm staying (Parents house). I don't know if I can get a total or partial refund knowing that he send me an email saying on september 9th that he cancel my account but I got charge for (August 22th to September 22th). It's important to add that I flew to **** on August 22th.
Business Response
Date: 10/29/2024
*** ******* account was cancelled following the cancellation terms. We've connected with the management team regarding *** ******* refund request, they should be connecting to discuss further.
Initial Complaint
Date:10/10/2024
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 needed to cancel my membership because my contract was finishing and I no longer wanted to pay for the club that has deteriorated in quality and service. I walked into the club last week and spoke to a membership advisor (I don't recall his name) but told him that I needed to cancel the membership and he checked with his boss and verified that I could indeed do so. I stated I wanted the membership cancelled and asked for them to send me a verification email of this cancellation that included the last day of membership, so I could have it for my records. I finished my workout and later checked in with the advisor and he verified that everything had gone through and that I could continue using the club until the end of the term which I had paid for, which was November 1. I went home but never received the confirmation email. I followed up about 5 days later by calling the club and they told me there's no record of cancellation. I also checked my statements and noticed that I was charged even more on my previous month's bill, than what my contracted membership rate was. I asked the advisor on the phone about this, but I was not given an explanation OR a refund and was told that it's a "he said she said" situation and some technical error is why this all happened. I don't buy it. This is defrauding clients and poor customer service. I would appreciate an explanation apology, and full refund for this.
Business Response
Date: 10/10/2024
The cancellation for *** *********** account was processed with no further billing. However, after reviewing *** *********** account there was an overcharge of $20 which was placed as a credit. We've reached out to the Equinox facility requesting the credit to be refunded to *** *********** card on file.
Customer Answer
Date: 10/14/2024
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:

I have not been provided with an explanation why they have overcharged my account, NOR have I received a refund to the original payment method. What kind of scam is this? Also, nobody has called me to discuss why they didn't actually cancel my account when I had originally asked them to.

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

Sincerely,

***** ****

Business Response
Date: 10/29/2024
We've connected with the management and concierge team to connect with *** ********* regarding his concerns.
Initial Complaint
Date:08/27/2024
Type:Order 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.
Out on Medical leave many many months this year I asked to return to start the first week of July. No response to several e-mails to the Gym and Concierge I thought perhaps my age (86) and last injury doing Pilates there, one of which that kept me out those months caused them to hesitate accepting me back. I-mailed if I did not hear from them shortly I would find another Gym. Still not hearing from them I found another Gym.Sometime later they billed me for July, and now August too. Ive written them so many times, both Printing House Gym and Concierge. Printing house manager e-mailed me Aug 2 If you would like, we can restart your membership effective for August and waive the prior balance. I see you've been a member for many years so we would hate to see you go! But I had already told them Id found another Gym . Their letter, attached, is billing me $474.44 as of Aug. 8th. Ive asked them please to not damage my most up-to-date credit rating, 845 with Transunion, and they do not respond.Please could they delete charges to my account billed after I told them I would find another Gym if they did not respond to my requests to return. Id been completely up-to-date on my membership fees, every month since starting there years ago. I did find another Gym late June, happy there as Id been at ************** years before Equinox even took it over, and then, many years to now.
Business Response
Date: 09/04/2024
The cancellation for *** ****** account has been with no further billing. We've reviewed a waive request was submitted by the management team which will waive the past due balance. This may tale up to 5-7 business days to be processed by the billing team.
Customer Answer
Date: 09/05/2024
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:08/19/2024
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 requested my membership to be cancelled, and it is not cancelled to date.I have received no response from the club's "Concierge" and no response from the manager of the location where I signed up for membership.
Business Response
Date: 08/19/2024
We've reached out to the management team at the ********* facility to assist with ****************** request of cancellation. They will be following up with **************.
Customer Answer
Date: 09/05/2024
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:

Greetings,

Thank you very much for your support.

I received some follow-up from the business yet the issue is not resolved. I am catching up with my email from August 19 only today. Please reopen my complaint, ID # ********.

The local club's management did not follow up with me regarding my request to cancel as the business's central management reported to BBB they would: rather, the local club followed up to defend their position and offer to discuss continuing membership options. This is documented in the email please find attached: "August 13 cancellation.pdf."

Furthermore, a link to cancel sent to me by the business's central management -- referenced in the email forwarded below -- after its receipt of my BBB complaint was received by the business did not work when I clicked on it today. I don't know if the link was deactivated after my BBB complaint was closed. I informed the business I found its link to cancel defunct.

Please reopen my complaint. My membership with Equinox is not yet cancelled, even though I sent proof of my relocation by postal mail to the Equinox Concierge as apparently formally required in their membership agreement.

Thank you.

Sincerely,

(****) ***** *****

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

Sincerely,

**** *****

Business Response
Date: 10/29/2024
A member of the Equinox Concierge team will be connecting with *** ***** to assist with her concerns.
Customer Answer
Date: 11/05/2024
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:08/02/2024
Type:Service or Repair 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 initially spoke ******************* and my conversation with him was not pleasant at all. He was very snobbish and too nonchalant in handling my inquiry about my prior membership and efforts to rejoin. I was transferred to *************************, she heard my concern and kindly offered a solution to speak with ***************** at the club in ***************, *******. Unfortunately, I am still waiting to hear back from **** and so far I feel somewhat disrespectfully treated. Based on my experience so far I don't trust that a conversation with **** will be any different.
Business Response
Date: 08/19/2024
We've reached out to the team at the ******** facility and submitted ************************ request. They will be reaching out shortly as requested.
Customer Answer
Date: 08/20/2024
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:07/31/2024
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.
The business charged me 300 for a benefit from Amex. Equinox cancelled my membership and reenrolled me. They sent an email stating there was a glitch in their system so that is why their membership was not working and reenrolled me. They did not process my profile under Amex even though I enrolled through the Amex portal as an existing Equinox member. Amex told me that Equinox need to refund the amount and that Amex can not process since it is under Equinox error in their system.
Business Response
Date: 08/12/2024
An email has been sent to *** ********* from the management team explaining that a full refund with access until 1/1/2025.
Initial Complaint
Date:07/29/2024
Type:Billing 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.
Hello,I recently cancelled my Equinox+ membership but was still charged. I cancelled through the app before my next billing cycle, the app informed me the cancellation was complete but I didn't receive any confirmation till days later. I also noticed that my credit card was charged. I would like the charges reversed please as I cancelled my membership prior to it renewing.I reached out to customer service who have been less than helpful. I've explained the issue I faced and have been told that there is nothing that they can. They have requesting the same documentation which I have already provided and keep asking my to explain the issue, which I have now done multiple times. I simply want the charges refunded as I cancelled my membership prior to the renewal.
Business Response
Date: 07/30/2024
An email notification is sent to all Equinox + members 30 days prior to the auto renewal date to ensure that members are informed about their upcoming renewal. ************************** submitted a cancellation request on 7/26/2024 via the web, after the 2024 annual subscription charge on 7/23/2024. We are unable to issue a refund at this time due to ****************************** **************** Platinum Benefit enrollment. **************** will be providing a $300 statement credit as part of the enrollment.
Customer Answer
Date: 07/30/2024
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:

I cancelled my subscription prior to renew through the mobile application. I was informed it was successful but clearly this was not the case as I received an email days later after the rental period stating that it had been cancelled. Additionally, I have not received a credit from **************** and and my charges from the Equinox+ app are above $300. I would like to my original cancellation requested honored and the full charge amount reversed.

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

Sincerely,

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

Business Response
Date: 08/12/2024
We've reached out to the billing and concierge team to further assist with *** ************* request and concerns.
Customer Answer
Date: 08/14/2024
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:07/26/2024
Type:Order 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 live in *************, ** and signed up for an equinox membership at their ********* location in Nov 2023. The membership contract requires a 1 year minimum commitment. During the signup, a major selling point was that I could change accounts at any time (to one for a different gym or one with multiple gyms).I frequently visit ** (every 3-4 months) for a few weeks. In the past year, I visited several times. Each time, I switched my membership account from ********* to *********** to take advantage of the gym while visiting. The switches were easy to do. I just talked to the person at the front of the LA gym and they had me sign some paperwork. When, I came back to *********, I would then switch back to Palo Access.On 7/15/2024, I came into the ******************************** gym. I requested to switch back my account to ********* access away from ******************* access since I just came back from *******************. The staff informed me that due to having too many switches in the past, my only 2 options were to keep my Southern California access or upgrade to their all access (all CA) account which was about $35 more per month. I protested that I had never been informed of a limit to the number of account switches either when I signed up or during my several actual switches at their locations. And that when I signed up I was told that I could switch accounts at any time. I asked how long I would need to stay on the all access (all CA) account before being able to switch back to the lower cost ********* only account. The staff mentioned they would check, but after multiple inquiries they are not getting back to me and stonewalling. My current understanding is that I would need to stay on all access indefinitely. I agreed to upgrade my account to all access since I still have 4 months left on my contract and having Southern CA access did me no good being in the ********** area.This feels like a rip off and predatory business practice.
Business Response
Date: 07/30/2024
We've contacted the team in regards to *** **'s complaint. They will be connecting with *** ** shortly to further discuss the matter.
Customer Answer
Date: 07/30/2024
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:

The message says they will contact me. This is not a resolution.
On the contrary, I have made multiple attempts over email with ********************* (using his business email) and he has not responded. He was the one I interacted with on the day I attempted to switch back to ********* and was only given the option to move to the higher priced CA all access or stick to Southern CA access. During our talk, he said he would circle back with me on how long I would need to stay on CA all access but it will be at least until end of Oct. But this has been multiple weeks now and it's clear he is ignoring my messages.
*****

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

Sincerely,

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

Customer Answer
Date: 08/01/2024
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:

[Your Answer Here]
The response repeats earlier response that someone will reach out to me. This is not a resolution.

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

Sincerely,

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

Customer Answer
Date: 08/21/2024
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.

This is regarding Complaint ID: ********. Subsequent to this complaint being closed (with unsatisfactory response from business), the business has contacted me and will be giving me credit for the higher account charge as well as said they would train their staff better so sometihng like this doesn't happen again.

Sent from ************* (****************)
Initial Complaint
Date:06/20/2024
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.
I have rejoined Equinox as an Alumni on April 30th when I was promised a promotion. The initiation fee was waved and the 1st months payment. However on April 30th I still prepaid for the month of June which was $275 and then I purchased training sessions/gift card on June 7th worth $1300 with my own personal **************** Card. Then I noticed on June 15th my account balance was a whopping $1578! When I contacted management they said the charges that were made using the **************** were disputed and fraudulent?! I tried to explain my side but was turned away. I then had to the balance $1578 using another card. Turns my ex partner who was an additional user on the account disputed the charges as a form of revenge. I've talked to **************** and they assured me that the additional user has been removed from my account and the charges were credit back to Equinox. I seek the resolution of balance correction and being refunded back $1578. Please I don't appreciate accusations of fraud when it's my own Personal Card!!
Business Response
Date: 06/26/2024
Due to the active dispute that was placed on *** ************* account, we will need to wait for **************** to make the final decision in order to proceed with *** ************* request. For further details in regards to the progress of the Dispute *** *********** will need to connect with **************** directly. We've also connected with the management team at the facility so they are aware of the matter as well.

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Equinox is NOT a BBB Accredited Business.