ComplaintsforEquinox Fitness Club

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a former competitive swimmer. I have deck changed my entire life and have been a member of Equinox on and off since 2010. One member complained and screamed at me in front of others, then told the front desk that I was changing in front of others. The manager of Equinox, Palos Verdes, said that I was not allowed to deck change anymore, even though it's never been a problem. Even though the other member had yelled at another member and began the yelling, *************************** told me that I was not allowed to deck change and that I was on my final warning and that they would kick me out of the gym if there was another incident, even though I was defending myself against this member when I responded to her. I don't believe that ******* is a good manager and this even has caused me a great deal of emotional distress. Because of one member, I was told that I can't deck change and the pool is no longer a safe place for me. I want the last 2 months of membership refunded to me.

  Business response

  06/14/2024

  We've connected with the management team at the ************ facility to assist with **************** request. Please allow the team to reach out to rectify the matter.

  Customer response

  06/14/2024

  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 will not communicate with ***************************. She has shown blatant and reprehensible incompetence. I want someone from Equinox corporate to reach out to me via email so I can share all of my concerns with them, not *******. I will not rejoin Equinox Palos Verdes when ******* has shown clear discriminatory behavior towards me. 

   

   

   

   

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

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

  Customer response

  07/08/2024

  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]

   I don't want the business to call me. I want them to email me so that everything can be documented. I am afraid a phone call will lead to another trap and increase my anxiety, like what happened when *************************** spoke with me on the phone and blamed me. 

   

   

   

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

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

  Business response

  07/10/2024

  Thank you ************ for your feedback. We've connected with the team requesting for you to be contacted via email on file.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a gym membership at the ****************** Equinox on February 23, 2024 and specifically requested to be placed on a 'no marketing list' on March 5.On April 1 I received a marketing call from Equinox. I informed the person who signed me up, and she emailed me the same day that she did opt me out, but said she would inform her manager of the call.On June 6 I received an email marketing message from an employee at the ****************** Equinox and replied with 'unsubscribe.' This is now THREE TIMES that I have requested to be opted out of marketing.I would like the gym to take my NO MARKETING OUTREACH seriously and respect my desire to not receive marketing outreach of any kind.

  Business response

  06/14/2024

  All marketing email alerts has now been removed as requested by ****************.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Wednesday, May 22, 2024, I placed a retail order (order # *************) at *************************************** totaling $408.69. After checking out, I noticed they added something I did not purchase - "Onward VIP Protection+ for $13.28". The checkout process did not immediately make it clear what this protection was for and why I would ever need it. After receiving my order I was able to get this item refunded. Upon further research, it appears as if this is actually shipping insurance for the order (note this is not clear at all during the check out process). After I placed my order (and my card was charged) I received no further communications regard my order.On June 4, 2024, I checked the online order status page, however it provides contradictory information - one section states the order cannot be delivered, another states that it is in the process of being prepared for shipment. There is no tracking number listed for my order. I then emailed the support email referenced in my order confirmation, ************************************* asking for a status updated. I received a follow up on June 5, ************************************* damaged and that I should file a claim with Onward VIP Protection+. I replied stating I declined that coverage and indicated that felt they should issue me a refund since the package was never delivered. I am waiting for a response.I then called equinox customer support. The customer support agent (*****) stated they could not help me with retail issues and would forward my name to "*******". The support agent also said that they have problems with lost and stolen packages, thus that's why they have this Onward protection thing. To me it seems suspicious that my first order ever from this online retailer gets lost when they have this extra insurance implemented. I never received no further communication from Equinox.

  Customer response

  06/06/2024

  Better Business Bureau:
  
  Today, Equinox followed up with me and informed me they have issued me a refund for the issue described in ID ********.  I have attached a copy of their response and documentation of the refund.  I find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I did not see a notice about price increase and the day of the charge I called asking for the payment to be removed and the termination to be effective as of the end of the month. After being told they would consider it and get back to me, I called again the next day and they said it would be impossible. I cancelled online through the link they provided after the first call and the link forced me to answer questions like what gym I will be going to after in order to complete the cancellation. This difficult cancellation policy does not comply with CA law. They further mislead that they were providing some sort of concession to me when its their actual policy in practice to allow cancellation to be effective after 30 days instead of the 45 stated in their terms, so no concession was made.

  Business response

  05/28/2024

  An email regarding the price increase was sent to ********************** email on file on 4/19/24. ********************** cancellation request was submitted on 5/23/24 which is the company wide billing date. To ensure that member accounts are cancelled before billing we ask that members submit cancellation requests before this date. To further assist with ********************** request, we've reached out to the management team of the *********** facility to assist. Please allow ***** business hours for someone at that facility to connect with ******************.

  Customer response

  07/02/2024

  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]

   

  It has been over a month and I have not received any call or correspondence from the Equinox team that was promised within 24-48 hours. I never used the month that I paid for and given their lack of communication, I am again requesting a refund of the month of billing. 

   

   

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

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

  Customer response

  07/13/2024

  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]

  Equinox’s response was literally no different than the call I had on the phone with them a long time ago and said nothing meaningful and did nothing to resolve the dispute or offer an alternative resolution. They essentially just said “we are right and you are wrong”. It took them over a month just to come up with that? They make absolutely no effort to respond to my claims or offer alternative resolutions. No customer would ever accept a response like this as satisfactory. Could someone at least call me to discuss. I responded to their email but have not heard back and given their lack of responses during this ordeal I’m not holding out hope that they will respond with any attempt to resolve this.

   

   

   

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

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

  Business response

  07/30/2024

  *** ******* has been in communication with the management team via email. At this time club management has made a final decision to refund  the amount of $307.00 to the card on file. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/28/2023 I used a guest pass at Equinox. I was sold the membership by a membership advisor. I told him I could not join due to a move. He said I could quit after one month with no penalty if the move was 25 miles away from the gym. When I went to quit in December, the manager told me of a 90 day holding period. When I provided proof of address to move, she said it didnt count. When I brought up the fact that the membership advisor didnt disclose the 90 day rule, tricking me into joining, the comment was not even acknowledged. I went to my bank at that point to dispute the charges but was ruled against. I want a formal apology from the membership team and a refund of the $430 in dues that were taken from a credit card not authorized for the charges.

  Business response

  04/17/2024

  ************** has communicated with the management team at the ************** facility and has been refunded the amount of $430.00 on 4/9/2024. The membership has also been cancelled effective immediately.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint to express my deep dissatisfaction with the customer service I have experienced at Century City location.I recently reached out to general manager, *********************** to kindly request the cancellation of my membership due to unexpected health issues. Per her request, I provided a document (doctors note) to her to proceed. After several follow up emails and messages that I have left for her, I still have yet to receive a response and confirmation. There has been zero communication from her. Every time I called, I was told by front desk, she is in a meeting and will call you back or she is not available and she never did. The front desk is not helpful either. This blatant disregard for customer and well-being from this company is deeply disheartening. I demand a solution for this issue and cancelation of my membership immediately.

  Business response

  02/20/2024

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

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Equinox requires new members to commit to a 12 month agreement that has very limited cancellation policies within the first year of membership. The terms to cancel in that period include moving a certain radius from a location. One exception not written is loss of employment. Its not explicitly stated and the loss of employment must be beyond control of the person losing their job, and within 2 months of loss. These terms of severing membership to this gym are an unfair consumer practice. An example: I was laid off as a white collar professional in the summer of 2023 in ** in a notoriously challenging labor market. I picked up contract work in the interim to have income but that too dried up. Because I didnt try to cancel within 2 months of my job loss, I am unable to cancel my membership. The terms that state beyond my control restricts me from leaving a job by choice if Im discriminated against, harassed or otherwise mistreated at work and choose to leave. It also doesnt take into account that some workers are fractional and dont have steady employment to provide proof that the contract requires. It is invasion of privacy to have to provide such proof of beyond your control to hand over unemployment benefits or termination letters or job loss for performance or leaving a job because I have cancer or my child died. Unemployment is a very upsetting and stressful time and my gym requires more proof than my unemployment agency to be relieved. As a consumer, unemployed and unable to pay basic expenses such as housing and food, a gym membership contract should the last thing a consumer should be bound to unfairly restrictive terms.

  Business response

  02/20/2024

  ******************** Equinox membership has been cancelled with no further billing associated with the account. A refund will not be granted at this time, as the cancellation processes and policies within the signed membership agreement has been honored by the management team at the Summit facility.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They banned me from becoming a memeber even thought I was never a member here I went to their club in ********** they email me saying Im not welcome this is very rude and discriminatory

  Business response

  01/30/2024

  **************** has been a member of the ********** facility since 3/31/2022. A Better Business Bureau complaint was filed by **************** in regards to his experience at the ********** facility and was later issued a refund by the management team. Due to a repeated incident with **************** and a Personal trainer at the facility, ******************** membership was cancelled. As per the agreed policies, Equinox may, in its discretion, revoke or suspend your Membership, or limit your right to access certain Clubs or participate in certain Club offerings or ancillary services, upon notice to you provided at any time and for any reason, including without limitation failure to pay Membership Dues or Ancillary Charges or failure to comply with Equinox Policies (as defined in Section 5.1). In some cases, notice of revocation or suspension may be provided orally by a Club General Manager, Equinox Concierge, or Equinox Regional or ********************* If Equinox revokes your Membership, it will promptly refund, using the Payment Information on-file with Equinox, any prepaid unused Membership Dues and any prepaid unused Ancillary Charges, less any outstanding amounts which may be owed to Equinox hereunder. Revocation or suspension of Membership will be without limitation to any other rights or remedies which Equinox may have at law or in equity, and Equinox reserves the right to, in its discretion, prohibit you from rejoining Equinox in the future.

  Customer response

  01/31/2024

  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]

   Why have I been banned

   

   

   

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

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

  Business response

  02/12/2024

  **************** will need to connect with the management team at the ********** facility for further clarification.

• Initial Complaint

  12/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am currently on a strict no physical exertion by my cardiologist due to some health issues I have. In June, the club charged me $148.91, I then went on medical freeze a day or two after I was charged with doctors note provided from cardiologist. My account was charged another $153.72 in November without prior notice that my account would be auto removed from medical freeze. I am still unable to work and have not been given clearance from my cardiologist. I contacted equinox at *****************************, ** and spoke with ******************* who told me I would be unable to extend my medical for more than a month though I didnt have clearance from my cardiologist and I have the option of cancelling my membership and receiving a refund. I came in last week, 12/5 to cancel my membership and spoke with ******************* regarding a possible extension for my medical freeze due to the issues I was going through and she said she could not. Frustrated as a long time customer of ********************** I asked that my account be cancelled and made sure with **** to receive both prior charges to be refunded, to which she assured me I would receive a refund for both charges within 5 business days. The membership cancellation was processed on 12/6. I still have yet to receive any credit on my account. I contacted both **** and **** regarding the refunds and have not received a response from either person. These are predatory business practices. I would have expected so much more from the Equinox chain.

  Business response

  12/19/2023

  A refund of $451.55 has been processed and submitted to the original form of payment on 12/18/2023. 

  Customer response

  12/20/2023

  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,
  
  ***** ****
  
   
  
  

*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. ↩