Complaints

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I experience a harassment at this gym a week ago. On the evening of Nov. 10th, my husband and I came to Equinox Gold Coast, where we are members of, for work out. We were both using the pull-up instrument doing multiple sets each. Half way into our workout, two older Caucasian male approached me, and started to say very mean and inappropriate things to me for using the instrument for too long (although both a witness and a staff confirmed that it was a reasonable amount of time). They approached me specifically while my husband was the one that was actively using the instrument. There were a bunch of white dudes sitting on other instruments and looking at their phones and taking their time. The individuals only approached me, the only Asian female . I went to the front desk for help. The front desk guy was nice but told me that he couldnt come over to intervene since he was the only staff there. He helped to file a report but when I asked if I could talk to the management directly, no one was here. One of the individuals was verbally and attitude-wise aggressive to the point that my husband was scared that he would get physical and hurt me. I filed a formal complaint with Equinox, and spoke to the manager the next morning. The manager was trying to use they were probably just having a bad day as an excuse. We have been waiting for the investigation for a week and we need to constantly follow up with Equinox for the status. Currently no action has been taken by Equinox. In the meantime, we do not feel safe going to the gym, and we are still paying for our membership. However, I am sure the person who harassed us is still going to the gym as usual.

• Initial Complaint

  04/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Early September 2023, I contracted a membership at EQUINOX GOLDCOAST. As I left the ** to return back to ******, where I live, mid-October 2023, I sent an email to **************************************** (according to their website's FAQ) to communicate my desire to cancel my membership and how to proceed. I received no answer. They proceeded to charge 1 more month effectively, then tried to charge the next 2 months. The 27th January 2024, I sent them an email, again, saying that given the lack of response I assumed they accepted my cancellation, to which they also never replied.Equinox' policy stipulates that you may cancel your membership at any time during or after the initial twelve month commitment period if you move your residence more than 25 miles from your club. The distance between ******* and ********, where I live, is 4150 miles.Today I learned they hired a debt collection agency, which sent a red enveloppe, to the owners of the apartment I was staying at, causing them reputational and emotional harm given said enveloppe was delivered to their apartment by the building's staff. To avoid further issues to said owners, I went to my Equinox account and paid the amount I said I was "owed", which was 2 months of membership totaling to $404.In total, they extracted 3 months worth of subscription, totaling to $606.

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