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

  45 Rockefeller Plaza New York, NY 10111

• 

  Equinox

  160 Columbus Avenue New York, NY 10023

• 

  Equinox

  568 Broadway New York, NY 10012

• 

  Equinox

  10 Columbus Circle New York, NY 10019

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:12/16/2022

  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 club Charged me for another member that never came in person or provided Id I asked that they credit me back been trying to get a resolution for over 6 months keep getting turned down

  Business Response

  Date: 12/19/2022

  ********************** has been in communication with the management team on 9/7/22 and 10/23/22 in regards to a past due balance on the account and denial of access due to this reason. The payment made for membership on the account has been investigated and is an accurate transaction. A refund of the transactions will not be granted at this time. The management team at the facility has been connected and they will follow up with ********************** as soon as possible.

• Initial Complaint

  Date:12/06/2022

  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 toured the ******* ***** **** location in September 2022 and signed up for a one-week free trial. The sales associate, *****, informed me that I could cancel after that week without locking in to their 12-month commitment. Following the one-week trial I verbally told ***** that I no longer wished to sign up for Equinox and to please cancel my membership. I believed my experience was over by then; however, I learned that Equinox decided to ignore my cancellation request and instead charged me for three months, which exceeds $600.00. When I confronted Equinox staff about the issue, they made it seem like it was my fault for failing to vigorously cancel my membership, when a simple statement should have satisfied. Afterwards, they have ignored my attempts to reach them, regularly leaving the office for the day after they said they would call me back. This is a shameful way to run a business.

  Business Response

  Date: 12/07/2022

  We have connected with the management team at the facility, they should be reaching out to ************** to assist with his request and concerns.

• Initial Complaint

  Date:12/05/2022

  Type:Customer Service 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.

  Back on Oct 31, 2022, I was going through the process to join Equinox Gym located at *************************** within **. At the conclusion of the signing up process, I was told by its membership advisor (***************) that I would be paying $180 a month, or the same gym membership rate as my friend (***********************). At no point in time, I was informed of any special conditions that would/could prevent me from obtaining this rate. Three weeks later, on Nov 20, I received an email from ************ now telling me that I needed to provide proof of having shared the same residence as my friend even though she already knew that my friend and I lived at different addresses. I am certain of this because I specifically told her my address (which she entered into Equinoxs system) and she accessed my friends gym membership information to confirm that he was paying $180 a month during our prior Oct 31 meeting.After receiving this email and being told that I needed to submit a falsified document, I instead elected to call Equinoxs customer service line and lodge my compliant there. On Nov 21, I called Equinoxs customer service and complained about what appears to me to be a deceptive practice of seeking to bait-and-switch me on the monthly gym membership rate. In speaking with that customer service rep, I was told that (1) the gyms manager would be out on vacation until Nov 29, (2) my complaint and objection to paying a membership over $180 (plus tax) would be forwarded to that manager, and (3) I should expect to hear back from that manager once she has returned from the Thanksgiving holiday. On Nov 29, I checked with my credit card company and discovered that Equinox Gym has charged my account $204.58 when that amount should be no more than $190.80.As of now, I have not heard back from the gym. Although I do intend to call Equinoxs customer service to lodge my complaint this coming Monday (December 5), I do not expect that gym or its management to take my complaint seriously.

  Business Response

  Date: 12/06/2022

  ************** concerns has been communicated with the management team at the facility, they will be connecting with the member to resolve.

  Customer Answer

  Date: 12/14/2022

  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:

  After finally receiving an email from Equinox Gym regarding my complaint on December 9th (which is attached), I responded via email and scheduled a meeting with that location's general manager later that same day.
  
  During this meeting, I was told that my friend's membership rate was not $180. And although one of Equinox's membership advisors could have easily corrected me back on October 31 when she looked up his account information, she did not. In retrospect, it appears that membership advisors tapping on her keyboard and moving her mouse was nothing more than a sham act with the intent of getting me to sign Equinoxs membership agreement. Once the general manager and myself came to understand and agree with these facts, I was informed that (1) it was essentially my fault for having relied upon that membership advisors representations and (2) the general manager had no authority whatsoever to change or set membership rates for members. As their best attempt to apologize for this miscommunication, that general manager told me that she only rectify this situation by offering me a couple of guest passes and a $25 gift card.
  
  At no point in time during this meeting did the general manager ever explain why Equinoxs delay of 40 days before informing me that I was mistaken about the membership rate being paid by my friend, even though this miscommunication could have easily been resolved and corrected by assessing my friends account. More to the point, although it appears that Equinox accepts that this situation was instigated by their, at best, reckless representations and, at worst, intentional misrepresentations, that business is now insistent that I must be forced to suffer the pecuniary consequences of its questionable business practices.
  
  Lastly and as an aside, I spoke with my friend after having received Equinoxs response. He then pulled and read his membership agreement. It was then that he learned that his monthly membership was $193 and not $180 as he had been told by his membership advisor when he signed his contract. Unfortunately, my friend has no desire to challenge this with Equinox. To my mind, it appears that Equinox Gym uses and engages in business practices that could be described as deceptive in order to get individuals to put pen to paper on a membership agreement in hopes that they will not challenge any overcharge or lie that they are told down the road.

   

   

   

   

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

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

• Initial Complaint

  Date:12/01/2022

  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 have been a member of Equinox. At the start of the pandemic, I called to cancel my membership and was told instead that they would put my membership on hold. At the time, I also told Equinox that they had an incorrect email address on file for me and provided Equinox with the updated email address. I received a confirmation of my account freeze at the new email address indicating that the freeze would be in effect until March 2021. Sometime before March 2021, I called again to extend the freeze and was told I could not do that until the freeze expired. I was repeatedly assured that I would receive an email notification BEFORE the freeze was lifted. I received no such notification and based on the promise of an email before any charges would be processed I stopped monitoring. Last month, I was reviewing credit card charges and noticed that despite receiving no email warning me that the freeze had been lifted, I have been charged monthly membership since March 2021 totaling almost $5,000 for membership I did not want, did not know I have, and have not used. I have asked Equinox to refund me these amounts and they have refused. I have also challenged the charges through ***************** Thank you,

  Business Response

  Date: 12/01/2022

  ******************************** account has been cancelled accordingly with no further billing. However, due to the ongoing dispute the request would not be able to be processed. *** **************************** would need to allow the bank to continue with it's efforts due to the claim filed.

• Initial Complaint

  Date:11/15/2022

  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 have a $270 charge that is not supposed to be on my membership and the manager of the PT in the Equinox ************** said such mistake would be fixed, but so far it was not and its extremely embarrassing to have my access denied at the club every day and have to go to the front desk to have manual check in due to that and have to explain why that is happening. I need this $270 to be removed from my account ASAP.

  Business Response

  Date: 11/21/2022

  **************** has connected with the management team at the facility in regards to his concerns. The issue has been resolved.

• Initial Complaint

  Date:11/04/2022

  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.

  was falsely advertised to get me to join a year contract with the gym. When I first signed up with Equinox, I toured the ***************** location and the sales rep there informed me that there are trainers that are around during all operation hours to assist with a spot or form when I'm working out. I was moving to ************* at that time and signed up over the phone for the Pine st. location. After signing up and paying I was denied entry to the club and a tour the first day I came there. When I did tour the location, ******* (who gave me the tour) informed me that trainers are available at all hours of operation to assist with a spot. I then upgraded my membership to a destination pass and when I finally was able to get a tour of ****** **. I was told that trainers are walking the floor at all hours of operation to provide a spot of assistance with form. I signed up for a year contract based on this premise. This was the selling point for me that got me in the door. I have been at the gym for 11 months now and go to the gym consistently, 4 times a week (Monday, Tuesday, Thursday, and Saturday). And in my entire time I have been here, I have never been able to find a trainer to help spot me, not once. When I finally talked to a sales rep about this on Halloween, he informed me in front of another equinox employee that this was a problem and that this service is available during all hours of operation. When I spoke with the manager *******, she informed me that this was incorrect, and that they only have a trainer walking the floor on Tuesday and Thursday from 5-7 pm which fall outside of my hours at the gym. This information now is completely contradictory to what I was sold to get me into the gym and sign a contract. I have come into the gym on the said days within the 5-7 hour range and still was unable to get this service though it was advertised to me. I spoke with management and corporate and they informed me that they could not provide this service.

  Business Response

  Date: 11/21/2022

  **************** has been in communication with the management team at the facility in regards to his concerns. A customer gesture was granted of a $100 gift card which has been placed towards the monthly membership dues for December.

• Initial Complaint

  Date:11/03/2022

  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 have been trying to resolve this for an entire year now. I have spoken to corporate who just decided to stop emailing me after I sent all documentation that explains that I have been charged for someone elses account since 2021. I am going to court with this and this is the last time I am asking for someone to correct this.I had my own account, I did not authorize for my card to be used for any other account , when I called and told this to the manager multiple times. Also over emails which I have all of them.I was charged for another persons account , instead of making it right they paused that account from stealing my money, and 2 months later started again.I told them I was okay paying for mine even after this nightmare of zero customer service. However I will be seeking more for the distress this has caused me over a year of zero help and them stealing money from **** will never use equinox again and I have been a member for over 10 years. See you in court.I will give emails and evidence if I get a response from this.

  Business Response

  Date: 01/31/2023

  ************************ account has been cancelled with no further billing and after reviewing the account there were three disputed transactions in question that was won and refunded by the bank to ************************ account. The management team at the facility has been connected with in regards to ************************ concerns and will connect to further come to a resolution. 

  Customer Answer

  Date: 02/02/2023

  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:10/27/2022

  Type:Customer Service 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.

  Reached out to my specific ********** to moving and placed my account on hold and sent an email. Billing commenced prior to the end date of my account hold and then after relocating and not being able to attend the gym, I was told that I needed to reach back out to my specific club to handle billing/refund issues. Reached back out to my club but after 5-6 calls made, was never able to speak with a manager/supervisor, even after leaving messages and VMs. I have been a member prior to the name change to Equinox and since the buyout, the customer service has been horrible, not sure why the change happened but the prestige and quality of the gym have also changed, for the worst!

  Business Response

  Date: 10/27/2022

  ************ connected with the team at the *** facility in regards to the Freeze that was requested and placed on his account. The staff at the location explained to ************ that his account was placed on a retroactive freeze in 11/2021, a refund was then issued to ************ of his monthly membership dues to the initial form of payment, shortly after the freeze expired on 12/01/21. After the initial Freeze request and end, ************ connected with the staff to request a three month hold for an injury in which was honored and the Freeze was placed 6/1 - 9/1. It was explained to ************ that for the time the account was active and not on hold, the charges are accurate as the monthly membership is not billed based on usage of the facility as it is recurring transactions per the agreed terms within the signed agreement. A refund will not be issued at this time.
  
  

• Initial Complaint

  Date:10/12/2022

  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.

  Equinox SUPPORTS RACISM- when you complain they will send you a copy of annual commitment you signed. HERE ARE THE DETAILS I joined Equinox and agreed to pay $280/mo as they advertise we can use multiple locations and they have laps pool. The pool has a lot of black particles at the bottom and hair etc. I have complained at front desk many times, no change. During this time, there was a lady who was always rude to me in the steam room and making personal attacks when I just wanted to relax in the steam room from a long day at work and ***********. This went on for many times. One day, outside the steam room, still inside the locker room, this lady says in front of me "Indians dont wear masks on the train and they smell like *****". I was shocked and offended. I did not engage with this lady, I complained to the front desk ***** and ***** nothing was done. Then another rude employee ******* at **** *** *** refused to help me taking me off a class on phone and argued with me for 7 mins. I complained to the manager ********* who later referred me to ****** at **** *** ***. Offering me free laundry and massage does not offset racism trauma and offensive service. I complained to ************************* at Equinox concierge, relived racism memories as I had to reexplain. In response ****** asked me to start using other locations where the racist lady doesnt go. REALLYYY??? My personal trainer person of color agreed to refund me the purchase for the sessions because he understands the impact of racism, Equinox concierge and other managers don't. This has caused me a lot of emotional trauma and it has affected my physical and mental health. I had this deep fear every time I wanted to go that I had to face the racist person. I should not have to pay to go to this gym. They wont have a pool at any other locations closer to me. I want to leave. Cancel my contact and refund my charges for personal training sessions. AND EDUCATE YOUR EMPLOYEES ON RACISM. (I have limited characters)

  Business Response

  Date: 10/13/2022

  The management team is currently working in the cancellation if ******************** account and a refund has been granted.

  Customer Answer

  Date: 10/13/2022

  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 am awaiting for the refund to come in and a written confirmation that I wont be billed further the monthly dues. I would like it in writing that my contract has been canceled.

   

  Thank you 

   

   

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

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

  Customer Answer

  Date: 10/26/2022

  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]

  Please have your team at the "facility" send me an email that my contract is cancelled. I have no interest to reach out to them. Its traumatic to even speak to them, especially the concierge ***** who has no education on racism. Absolutely terrible. 

   

   

   

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

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

  Business Response

  Date: 11/10/2022

  The Equinox team will be sending a cancellation confirmation to **************** as requested.

• Initial Complaint

  Date:09/23/2022

  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 signed up for the Equinox membership in July 2022 (******** ****************** At the point of signing up for the membership, my friend and I visited *********** and asked several questions. We continuously mentioned that we want to use the squash court and that's one of the reasons we are signing up for the membership. We also mentioned that we are moving back to our college in three months. The membership advisor did not mention anything in response to either, so we thought there's no issue with either requests. 1) In July 2022 when we tried to visit a club for squash, we were informed that we can't because we don't have the squash membership. We were disappointed but let it pass, thinking the membership advisor may have just made a mistake. 2) In August ******************************************************************************************* the middle of the month from 9/10 since I'll be relocating then. However, the membership advisor did not get back to me for more than a month. Then, I emailed the membership advisor again last week about cancelling at least for after the 9/22 billing period. However, he didn't get back to me for a couple of days although it was very close. I thus emailed the equinox concierge address, and they then told me that I was under the 12 month contract period and have to provide a proof of relocation to cancel the membership. I was very thrown off because I was never informed of this, but still sent documents right away, They just got back to me less than an hour ago today (after two days) and told me that the documents cannot be approved. I am in a school-affiliated housing, so there was not much that I can provide as I don't receive utility bills or leasing document. They also told me that the closing deadline is 9 pm today, which was in less than 2 hours since they sent me the email. I sent as many documents as I could, but it's so off-putting how they withheld information when I signed.

  Business Response

  Date: 09/28/2022

  The management team at the facility has been notified of *** ****** concerns, they will connect shortly to discuss the refund request and a further discussion regarding the matter at hand. However, *** ****** account has been cancelled with no further billing associated to the credit card on file.