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:09/19/2022

  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 placed a freeze on my Equinox membership account due to COVID 19 health-related concerns. I last received a confirmation email from Equinox about the freeze on 6/23/22.One month later, I realized that I was being charged for the gym membership every month despite my request for a freeze. I was charged on July 23 and August 23. Ive reached out to Equinox several times, though their responses are extremely delayed and unhelpful. I'm upset because:(1) When Equinox freezes your membership, they send an email confirming that your membership will be reactivated. I have received this email monthly since early 2020. After this past freeze, I suddenly stopped receiving the monthly reactivation emails. This feels misleading; and (2) I never received any official email spelling out that there was a maximum 3-month freeze policy, nor was it clear to me that the freeze I requested would be the last freeze theyd provide. In their last email to me about the freeze, Equinox used ambiguous language that they would freeze my membership one more month when it would have been significantly clearer to say that one last/final month.I eventually managed to receive a refund for one part of the disputed amount, though Equinox has denied my request to refund me for the charge in July. I am requesting a full refund of all fees charged July 23 since the account was supposed to be frozen.I think Equinox is solely responsible for this failure in communication. It feels unfair and a bit predatory. I know the in-person fitness industry took a hit during the pandemic, though it feels disingenuous for a billion-dollar company to refuse to refund a long-term customer over an issue that would have been resolved if the Equinox team communicated clearly.

  Business Response

  Date: 09/21/2022

  The management team of the facility ****************** is a member of will be connecting to discuss further steps that will be taken to resolve the matter.

• Initial Complaint

  Date:09/14/2022

  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 got a membership with Equinox a couple of months ago. However due to family circumstances I am going to relocate to my home ***************. I need to cancel my membership. Equinox keeps charging my credit card every month and refuse to break the contract. They require a proof of relocation such as credit card statement with my ********** address ( I dont have it yet because I am not there yet and I cant apply for a card online, I have to be physically there) or the lease agreement or a deed with my name and address- I will live with my parents. The house belongs to my parents and it is on their name. Once I find a job I will have a lease or a deed ( if I make enough)I need help to stop monthly charges on my card and to break the contract with Equinox.

  Business Response

  Date: 09/14/2022

  The management team at the Park Avenue facility has been connected with on behalf of *** *********** they will be connecting shortly to assist with *** ********** request.

• Initial Complaint

  Date:08/31/2022

  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 been a member at Equinox for over 2 years and for the first time in June 2022, I reached out to concierge services (*****************************) to freeze my account for 3 months. ***** confirmed with me via multiple emails to freeze my account from July - September. However when my credit card was charged at the end of August it was explained to me that it was for my September dues. I notified ***** that that my card was erroneously charged and/or my account was prematurely unfrozen and asked his help to fix the mistake. ***** was unwilling to help without charging me an additional $50 to re-freeze my account. It's not the money but the lack of customer service that is frustrating. If a company makes a mistake, why should it's customer pay the cost?

  Business Response

  Date: 09/06/2022

  *** ****** account has been placed on a Freeze as requested. A refund of $231.00 was processed and should reflect within his bank account within 5-7 business days if not as yet.

• Initial Complaint

  Date:08/31/2022

  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've been a loyal Equinox member since 2015. Since COVID, I've put my account on freeze and later moved outside of the country due to medical reasons. I extended my freeze period for couple of times with medical document. In February 2022, I submitted medical proof and extended the freeze until July 1, 2022. Later on, on June 27, 2022, I again requested an extension of freeze and submitted the medical document as requested. However, Equinox charged me membership dues for July and August 2022 and the Assistant General Manager later canceled my membership saying that I've been on freeze for too long. They refunded the August dues but refused to refund July's. It got escalated to the General Manager but the only remedy that they provided was to transfer that balance to a gift card to be used in their shop or online. I'm currently out of the country and the gift card really means nothing to me. I requested the extension before the deadline and I just hope to be treated fairly and reasonably. The business is so shady and such behavior should not be allowed.

  Business Response

  Date: 09/06/2022

  We have connected with the management team at the Equinox location that ************ is a member of in regards to the complaint. The management team will be connecting with ************ with further details on the next step in resolving the complaint.

  Customer Answer

  Date: 09/13/2022

  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] 

  No one from the management team has contacted me yet to resolve the issue and the no refund has been issued either. I still keep my original ask and hope that Equinox could treat this seriously. 

   

   

   

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

  
  Sincerely,
  
  *******
  
  
  
  
   
  

  Customer Answer

  Date: 09/25/2022

  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]

  This is the original solution that I complained about. There is no reason for the business to not refund my 6/23 charge for the July dues, since the charge covered the membership fee for July 1, 2022 to July 31, 2022, and I requested to cancel before July 1st. They know that the gift card has no value to me since I'm out of the US and will not return in the near future. They tried to play the game and keep the money which they should not have earned. Please let me know if this is final and if there are other ways for me to seek help from. Thanks 

  
  

   

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

  
  Sincerely,
  
  *******
  
  
  
  
   
  

  Business Response

  Date: 10/13/2022

  ************ has since recently filed a dispute with her banking establishment for the amount being requested on this complaint. Due to this dispute ************ has been credited immediately by the bank following a further investigation of the complaint. A refund from Equinox will not be granted at this time.

• Initial Complaint

  Date:08/11/2022

  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.

  In November 2021, I placed a freeze on my membership account due to escalating Covid cases. I subsequently extended my freeze each month up to the maximum allowed six months. At the conclusion of my freeze I requested a downgrade of my membership to only this location. I began using the location and attempted to ascertain the source of mysterious charges on my account during and after the freeze. Emails with the corporate concierge failed to clairify so I asked to speak to someone at the location who could provide the clarification. After the third time asking and not being connected with a manager, I emailed GM ************************* to terminate my membership on July 20, 2022. Rather than reply, they had *****, a manager from another location email me. I combined them on all my subsequent emails, which have gone wholly unanswered for three weeks as of today. Despite my clear termination of the membership, Equinox continues to charge a mysterious amount to my credit card on file, which is being refused while in dispute. This is an egregious failing of member service, responsiveness, and corporate responsibility. I am requesting a full refund of all fees since the account was frozen and an immediate termination of my membership.

  Business Response

  Date: 08/11/2022

  ********************** account has been downgraded to the Park Avenue facility. We are working with the management team at that facility to assist with ********************** concerns and refund at this time. The management team at the Park Avenue facility will connect with ****************** to further assist and complete the request.

• Initial Complaint

  Date:08/05/2022

  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.

  Equinox is a fitness org. that has charged me twice, a total of 300$. $150 on May 17, 2021 and $150 on July 7 of this year. They have never answered an email or phone call. Im not even sure this company even exists! Ive never signed up for their service and have no way of contacting them, and my financial application tells me I will be charged $150 AGAIN on August 5th. Please help me contact this company.

  Business Response

  Date: 08/08/2022

  The concierge team at Equinox has received and responded to ****************** emails regarding the charges. They've asked for multiple documents in order to locate all transaction and proceed with the steps of a possible refund if need be. ************** will need to respond to that team with the necessary documents for them to process o her behalf.

• Initial Complaint

  Date:07/25/2022

  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.

  The sale person ******* at new port beach lied about everything she also txt us on her personal phone to erase all the evidence and she simply scam us and never once mention there is a frozen fee or one year commitment when we sign up My gf was unhappy about the arrive she was providing so she tend to cancel with in the cancel period but ****** made excuse she is out of town and ignore our txt and call and didnt get back to us in time We compromised to stay still wanted to work out but my leg has been injured 3 times in a row that I wasnt about to work out we freeze the account for a few months and when we wanted to go back to actually start work out again we try to contact about about cancel membership as we didnt aware there is a commitment we want to use the one month we paid for to try it out first as we didnt do trial before sign up. Then they told us we cant cancel , my gf reach out to the office manager she ignores our emails then we reach out to head quarter they told us the Manager claim she have get back to us complete lie we mention we need to continue freezes the account until we find a way to cancel the membership and she didnt freeze the account for us and continue charge us while we havent even start use the first month we paid at all ************ is completely scam and worst customer service we encounter in life period Just a night mare if she is not solve we will spread the words through out family and friends and influencer Its just not the customer service we expect from a decent brand gym all the customer service team completely ghost on us We also file a claim a credit company even though we send all the email about cancel and frozen they claim its not how it was supposed to be canceled on the website in agreement we sign no one ever explain anything that was misleading in contract even for one min the manager ******* and sale ******* is completely scammer

  Business Response

  Date: 07/26/2022

  To better assist with the complaint and to forward to the management team what Equinox facility did this occur?

  Customer Answer

  Date: 08/11/2022

  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]

   

  The closed my account while I never used it but I havent received a refund . I was supposed to be able to still use the days I paid for or I need a full refund  

   

   

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

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

  Business Response

  Date: 09/28/2022

  ************************ and ******** have spoken with the management team at the facility which explained the guidelines.  ************** team has declined the full refund for both memberships as discussed in past email correspondence.

  Customer Answer

  Date: 12/30/2022

  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:

  There was nothing was explained to me when we sign up 

  
  Also we didnt request of cancel membership now we havent use the membership we paid for at all this is not reasonable we were gonna resign up at another location 

   

   

   

   

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

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

• Initial Complaint

  Date:07/22/2022

  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 froze my membership due to shoulder/elbow surgery I was having in *** **** 18,2022. I presented my paperwork of surgery to Equinox. My membership was frozen for 2 months at no cost. On June 15,2922 I unfroze my membership through on the Equinox App on my phone. I had lost my debit card which they use to **** me, so I went into the gym at W. 92 street where I am a member to fix this. They transferred my membership billing to my new card and charged me $845.89 stating that I unfroze my membership on *** 23, 2022. I presented my letter of surgery again. They had seen in their file that I was charged twice for *** and once for ***** They said it would be straightened out and I would receive a refund. This was all talked about on June 30,2022. I have only received $310 back out of the $845.89. I have discussed this with them again and they said they were charging me for half of June because I unfroze the membership then and for the upcoming July. Which still left $500.89. I was then told if I wanted the remainder put toward August membership and what would be left over returned to my account, and I agreed. I have not received any other money nor correspondence through email or phone call from them. Every time I have called I get the run around if we are checking into it and I will get an email or phone call. I received neither. I want my money back. This is a huge amount of money they withdrew and only returned $310 out of $845.89. I would appreciate your help with this matter. I have been a member of Equinox since 2016. I look forward to hearing from you

• Initial Complaint

  Date:07/22/2022

  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.

  My husband and I joined Equinox at the end of June. We were never informed that this was a year long contract. When we signed they had us sign on a signature pad and we never saw a contract. I recently got laid off from my job and I am unable to pay for both memberships. When I called Equinox to inform them about my situation they told me that I was locked into a contract. The Equinox member that signed us up never informed us that it was a year long contract. In fact I specifically asked if we could cancel at anytime with no penalty and he informed me that we could. Equinox lied to us just to trick us into signing.

  Business Response

  Date: 07/26/2022

  The management team of the ********** facility will be connecting with **************** to discuss further steps.