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 Yorkville

  55 Avenue Rd Toronto, ON M5R 3L2

• 

  Equinox

  8560 Sunset Blvd. West Hollywood, CA 90069

• 

  Equinox

  The Avenue of the Peninsula Rolling Hills Estates, CA 90274

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:07/25/2023

  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.

  I would like to file a complaint against Equinox Seaport in ******. When I initially toured the location with a trainer I informed him that I would only be in ****** temporarily and would be leaving after two months. He informed me that this would not be a problem at all and we proceeded with the registration. Recently, I contacted the manager about canceling my membership at the end of July and gave more than two weeks notice.This time, I was informed that I had signed a year long contract and would need to provide concrete proof of relocation and needed 45 days notice. None of this was brought to my attention by the trainer when I initially informed him I was only staying for the summer.I was misinformed and misled into thinking the cancellation process would be simple and without any hidden policies. Additionally, giving 45 days notice would have meant that I needed to reach out about cancelling my membership a week into it. This just seems silly because who is thinking about canceling their new gym membership after a week?For a gym that values member experience, this should have been immediately brought to my attention by him when I informed him of my short stay in ******.Additionally, the membership experience at this location as a whole has been extremely subpar. When the trainer reached out to me about scheduling my Equifit, I expressed interest but he stopped replying to my messages.Then, another trainer reached out to me about scheduling my Equifit and she too stopped replying to my messages.I had to reach out to a third trainer to just schedule my Equifit.This is completely unacceptable for a gym that prides itself in providing an unparalleled gym experience. It seems like throughout the whole process, from sign up to cancellation, none of the trainers nor the manager valued my membership experience.I do not find it fair in the slightest that I am expected to pay $217 for the month of August.I truly believe I was purposefully taken advantage of and misled.

  Business Response

  Date: 07/28/2023

  We've connected with the management team at *********** facility to connect with ************ on resolving this complaint. 

  Customer Answer

  Date: 08/04/2023

  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]
  I have not received a follow up from the management at Equinox Seaport

   

   

   

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

  
  Sincerely,
  
  *****************
  
  
  
  
   
  

  Business Response

  Date: 09/01/2023

  ************************* Equinox membership has been cancelled with no further billing associated with the account.

• Initial Complaint

  Date:07/24/2023

  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.

  I have been going to Equinox for 3 months now and due to a death in the family I had to make some changes to my finances to support my parents. Upon attempting to discontinue my monthly membership with Equinox they contracted me to sign a yearly commitment to the club which I was not aware and explicitly stated I did not want to be obligated to. Trying to contact equinox for weeks via email, phone call, and text message to two different customer service providers. They stated the only way to cancel would be if was physically injured, dead, or moved more than 25 miles away from the gym. When I asked what documentation I could provide if I moved back in with my parents considering this wouldnt be a lease agreement I was met with silence from both representatives. **** and *****. Yet they attempted to charge my card after ignoring me. I froze my credit card because I will inevitably close it to reduce my spending and help my family which is why I was attempting to tie up loose ends and cancel all subscriptions prior to this. Please help me get in contact with them and cancel my subscription.

  Business Response

  Date: 07/28/2023

  We've connected with the management team at the ******* Facility to assist with ******************** request. A manager should be reaching out to assist with a resolution.

• Initial Complaint

  Date:06/20/2023

  Type:Delivery 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.

  Since July 2019 Ive continued to receive marketing emails from the Equinox ****** and main Equinox marketing email campaigns after several requests to be removed. One as recent as today Monday June 19th. When I follow the steps to be removed Im met with a 505 server error message

  Business Response

  Date: 06/20/2023

  *** ********* email has now been removed from all company emails.

  Customer Answer

  Date: 06/20/2023

  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:06/20/2023

  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 contacted Equinox to cancel my membership at their Washington Sports Club location. I spoke with assistant general manager ***********************************. On June 9, ********** emailed me Your membership is cancelled and a refund request of $261.82 has been processed. You don't have access to any clubs going forward. We also talked over the phone. When I asked if any additional documentation or extra steps were required, she said no. A week later, I noticed my account was still active and I had yet to receive a refund. I called her, and she admitted my account had not in fact been cancelled, no refunds had been processed, and that she would need additional documentation (a medical note or proof of changed address) to process the cancellation. She referred me to a different department. I provided a medical note, as requested. As of June 19, my membership is still active and I have yet to receive a refund, as promised via email by the assistant manager ***********************************.

  Business Response

  Date: 06/20/2023

  We've reached out to the management team at the Sports Club DC facility for further assistance with the refund process. They will connect with **************** to resolve the matter.

• Initial Complaint

  Date:05/23/2023

  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.

  This has been very frustrating since last August/September 2022 when the Sky **** Class staff at the Edge at ****** Yards (a rep from Equinox was also present the morning I showed up to possibly pay & take a spot that wasn't filled, which by proof from Secret *** IG showed on their IG page that these spots are never really sold out and they always have open spaces). **************************************** Equinox ****** Yards uses their yoga ******************* to help co-organize this event. The Edge mainly canceled me out & never bothered to put me in a make-up class & refused for some time to refund me back my money. But now, there is a real issue between me & these businesses that I must now report with all the evidence attached. If you are a member of Equinox, they make it easier for them to join this class, which is a bit unfair. They both know its extremely hard to get/purchase tickets to this particular event & refuse to improve this. I technically should have heard from the Edge back in late 2022 when in two separate occasions refused to take me to fill in a spot in case someone did not show up for the class. A female Equinox staff member witnessed what ***** told me someone would reach out to me to make up for the inconvenience & the information I was given they both gave me the time. And when I was able to get a ticket on my bday month & canceled my class, they never bothered to put me in the next available class, never updated me about that status & were going to keep my money until I called them about it. So now I was in the queue today for about 25 mins and when I was finally let in on the site, all the spots were sold out. The tickets probably sold out within seconds, yet they both still kept *********** in the queue. Absolutely ridiculous & a waste of time how they conduct this. Both businesses need to do better with the program and have more classes available if it is so popular. They only have it for 3 days in the whole month until Fall comes.

• Initial Complaint

  Date:05/12/2023

  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.

  Ive been trying to cancel my gym membership and get a refund for the 1st payment pf $263 that was made on my credit card by Equinox. I notified Equinox with several emails and text messages the Equinox gym sales manager at the east *************************************************************************, to cancel my membership. I notified them within the three day grace ****** from the date I started the membership on May 1st, 2023. I have not received the refund for the $263 charge or a response or confirmation that the membership has been cancelled. Also I tried calling the Equinox customer service phone number on their website several times and each time I received a recorded message telling me to email ************************************ I could not leave a phone message and never got through to anyone even during business hours.

  Business Response

  Date: 05/16/2023

  ************************** account has been cancelled and a refund request was submitted to the billing department for a refund in a total of $263.34 to the initial form of payment. Please allow this refund **** business days to process.

  Customer Answer

  Date: 05/19/2023

  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:05/01/2023

  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.

  I am wanting to make sure this company does not put a bill into collections . And also I want to be sure I am not getting a charge my account. The woman ********* lied to me at sign up over the phone when my second payment would be. She said my second payment wouldnt be until April 23 , i got a charge a week later and then they tried to charge me for *** on April 25th which the person **** i believe , said they charged the card on the 23 which there has been no charge in that day . When the second charge came in a week later I freaked bc I know I told my roommate what I heard which was that I would mnt get a second charge till the 23 of April, this was not the case I had to borrow money from her so I wouldnt be screwed my roommate was the one helping me sign up as well the day I made the first payment. I have been trying to cancel my membership since *** 25th, The gym wont let me cancel until Ive been there 45 days. They are telling me I am past due for the month of ***. When *** has not even started. I have had nothing but terrible customer service the first 4 weeks I signed up at the gym. Multiple people refuse to answer my texts about a service they are supposed to give. When I went to cancel my membership by email because the front desk wouldnt help with Wi-Fi the last day I chose to go there. I asked multiple times for help bc Im paying for these services and they ignored me and wanted to be sure I would pay for the next month. I mentioned what I needed twice and was ignored so I was ignored 4 different times by 3 different people for help for services I am paying for and this is why I want to cancel. They told me theyd send my bill to collections and I have to prove to them Im moving to cancel my membership. I want out of this crappy contract and I am moving soon. I told them Id send them a bank statement . However if you can just take care of all of this for me Id be very grateful bc I can not believe how terrible equinox has been.

  Business Response

  Date: 05/03/2023

  We are unable to locate your membership with the contact information provided. May you please send the contact information that is associated with your Equinox account?

  Customer Answer

  Date: 05/30/2023

  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]

   

  I have already contacted the management team about this weeks ago before the month of May came and they refused to help me. They threatened me to put my bill into collections saying may bill was late when in fact we were still in April and they lied to me about the bill payment scheduled , they said the second payment would not be till April 23. 

   

   

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

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 07/11/2023

  *** ******* membership has been cancelled due to the past due balance on the account. Due to this cancellation there is no further billing associated with the initial card on file.

  Customer Answer

  Date: 07/12/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, 

  
  As long as the over due bill that I was wrongfully charged for is not going to collections because I was lied to, 
   will find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:04/25/2023

  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 joined equinox back in January 2023. Before I joined I made sure I asked them if I could freeze my account because I knew that in April I would not be able to go to the gym because I will be fasting for the whole month (for religious reasons). I was assured that I am allowed to freeze my membership whenever I wanted and would only have to pay $50 for the freezing fee. Knowing that, I signed my contract and started my membership. In April, I noticed that even though my account has been frozen, I have been charged the full membership fee. When I reached out to the concierge and the club (Equinox Westwood in **) that is when I realized how unprofessional and rude those people are. I called the concierge every morning for a week and they keep telling me well call you later with an update and till this day no one did. I called 4 times the Club, trying to talk to the manager, every time I was told that she was in a meeting and that she will call me back, she never did. This is such a shame. Before I joined the club everyone was so nice and eager to help, and once I signed up they showed their true colors. The same manager that emailed me to offer me a tour has suddenly become so unavailable, unaccessible and busy. I had to drive there and ask to see her. When I finally got to see her, she first acted like I was at fault and that my issue was irrelevant. She told me that she will credit my account and that next month I will just have to pay the $50 freezing fee instead of the full fee. To my surprised, I have noticed that I have been charged, again, the full membership fee. It is such a shame that they cant even hold up to their words. I tried reaching out to her, and once again they showed me what a huge mistake I made joining their club. I have been ignored by her and disrespected by her front desk staff. This is not a way to run a business, going around deceiving and disrespecting people. I expected better treatment and customer service for a so called high end gym.

  Business Response

  Date: 04/27/2023

  We've reached out to the management team at the Westwood facility to assist with resolving ******************** request in regards to the Freeze fee and Membership Fees. 

• Initial Complaint

  Date:04/24/2023

  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.

  I started my membership since oct 2022. Monthly fee is $190. I purchased *********** of personal training ($2880). I still have 10 sessions left. When I signed the membership, they never informed me the membership is 12 months contract and personal training is not refundable. Recently my personal trainer left the club, I got laid off (going to relocate to a different state that has no equinox gym), and I have health issues do not allow me to do any personal trainings. I requested to get the refund of my personal trainings and cancel my membership, they said no to the refund. They sent me the contract that they never explained and showed me when I purchased the membership. And I found 2 signatures, I only signed the first one, the second one is not even my signature. ( I tried to sign my first name **** but the signing machine was not working properly, the staff just told me no need to sign anymore)My request is to get a refund of my personal training sessions and cancel my membership next month.

  Business Response

  Date: 04/27/2023

  *** **** has spoken to the management team at the facility and was made aware that that personal training sessions are non-refundable and have the ability to utilize these sessions with another trainer at the facility. A copy of her signed agreement was sent to her by the management team as a final decision was made that these sessions will not be refunded.

  Customer Answer

  Date: 04/28/2023

  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]

  Based on the ************ health studio services law, The contract must allow you or your estate to cancel if you become disabled or die, and also if you move more than 25 miles from the facility.You may cancel on either of these grounds at any time.
  
  I submitted both my health record and relocation document several weeks ago. They supposed to release the contract at that time. And I confirmed with the sales person the signature of the contract is not mine. He stated this must be equinox system issue (I saved it as evidence).

  After several attempts, finally the management agreed to give  me the same amount of money as gift card so I can use it later.

  *****

   

   

   

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

  
  Sincerely,
  
  *****************
  
  
  
  
   
  

  Business Response

  Date: 05/03/2023

  After reviewing the updated information on the Equinox account, the cancellation has been processed for membership and a credit for the balance has been submitted to the billing team to place for future utilization. 

• Initial Complaint

  Date:03/14/2023

  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 am 72 years old. Since COVID had a shoulder replacement, recent hernia surgery.I sent the gym, and manager ********************* ******** proof of hospitalization, and doctors note requesting 6 month additional freeze on membership.Asked for refund via check. They offered to refund payment on a credit card which no longer exists. Will not send a check.Would prefer refund via check, but since credit card is no longer in existence, agreed to additional freeze. Have been contacting them and they are not even giving me new date for membership freeze. Proof of illnesses can easily be provided.Prefer refund via check. If not possible at least let me know when freeze is up.Between pain from shoulder replacement and hernia, I cannot keep running after them.Again, the old credit card no longer exists, so prefer refund is via check.If not at least inform me of date for freeze on membership.Doctor requested 6 months.Thank you, ***********************************

  Business Response

  Date: 03/16/2023

  We've connected with the management team at the Equinox 61st facility to connect with ************************ in regards to the concerns of the freeze extension and date. They will be connecting with ************************ shortly.

  Customer Answer

  Date: 03/16/2023

  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

  They offered me a refund. I told them to send a check, as the credit card used is no longer active eliminated quite some time ago.

  Therefore, my refund cannot be made by credit card. I have proof that a refund was offered, and the credit card on file was cancelled years agoc. This was clear to the manager. Please  forward check with refund to my home address, as he did offer me a refund. 
  Thank you, ***********************************

  I can prove that a refund was offered

   

   

   

   

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

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business Response

  Date: 04/27/2023

  A check in the amount of $631.05 was mailed to *** ********** in which there is correspondence from *** ********** that it was received. The Pilates session will not be refunded as the management team's final decision. As per the signed agreement, ancillary sessions are non-refundable unless it is a customer gesture made and approved by the management team.

  Customer Answer

  Date: 04/28/2023

  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,
  
  *********************************