ComplaintsforEquinox Fitness Club

• 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,
  
  ***** ****
  
   
  
  

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited Equinox *********** Fitness Club on June 19, 2023. I received a tour from an Equinox salesman named *******************. I decided to join the gym. ****************** told me that I could cancel my membership at anytime. I don't remember his exact wording, but it was very close to this: If you do decide you need to cancel, we ask that you try to keep the membership for the first five or six months. Recently - and after five months of membership had passed - I found a gym that suits my needs better than Equinox. I walked into Equinox to cancel my membership. I was told that I could not cancel unless I provide documentation that I've moved more than 25 miles from *************** location. This is unacceptable. Next I wrote an email to Equinox stating that I want to cancel my membership. I received a response from *********************, the gym's assistant general manager, in which she refused to cancel my membership unless I prove that I've moved more than 25 miles away. This requirement is buried in a 14-page contract, and was directly contradicted by the statements of the Equinox salesman, who lied about the contract's contents. I pay $250 a month. Equinox is attempting to lock me into a contract through June, ****. Based on *** ********** lies, Equinox *********** is attempting to steal $2,000 from me. This represents theft, fraud, and deceptive business practices. I want Equinox to do what it promised: Cancel my membership upon request.

  Business response

  12/05/2023

  We've contacted the management team at *************** facility for further assistance with **************** concerns and request. At this time we ask to please allow between 5-7 business days for them to reach out to resolve the matter.

  Customer response

  01/02/2024

  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:

  The salesman at Equinox Bryant Park stated I can cancel my gym membership at any time, just like most other gyms. But when I tried to cancel the membership, the gym claimed that, buried deep in a 14-page contract, lies fine print stating that to cancel the membership, I must prove I've moved more than 25 miles from the gym's location. This requirement is ridiculous, and the salesman lied about it. Rather than resolve this problem, the company has chosen to defraud me of $2,000. 

   

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

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

  Business response

  01/09/2024

  *** **** is still within the first 12 months of obligation.  As per *** ****'s signed agreement,  if a member is still within that first 12 months of membership then proof of move from their new residence more than twenty five miles from any club operated by Equinox would be needed. We've reached out to the management team of the Bryant Park facility to further resolve and assist with *** ****'s concerns.

  Customer response

  03/29/2024

  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] As the management at Equinox Bryant Park has been informed, their salesman, ** ********, lied about the terms of the membership. Before I signed the contract, I asked whether I could cancel the membership at any time. *** ******** said, "Yes." Despite this information, the management has continued to support *** ********, and has refused to allow me to cancel the contract, as is my right. By failing to cancel the contract, and allowing *** ******** to keep the sales commission he received by lying to me, the company has defrauded me of $2,000. I would like the Better Business Bureau's assistance in recovering my $2,000, which Equinox Bryant Park fraudulently stole. 

   

   

   

   

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

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

• Initial Complaint

  11/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Equinox ************** I am writing to express my extreme dissatisfaction with the service I have received from Equinox thus far. I recently reached out to your customer service team to kindly request the cancellation of my membership due to unexpected financial hardships. However, to my utter disbelief, I was informed that canceling was impossible due to being locked into a year-long contract.What shocked me even more was the suggested alternatives presented by an Equinox employee. They insinuated that I should consider obtaining a note from a doctor or proof of relocation, or even resorting to dishonesty in order to find a way out. As an honest individual, I was appalled by this suggestion and made it clear that such actions were not within my moral compass.Reluctantly, I agreed to freeze my account for two months, hoping that this temporary relief would provide some respite. However, upon contacting Equinox once the freeze had ended, I was met with the same reasoning for the inability to cancel my membership. To make matters worse, I was informed that my contract had been extended by an additional two months due to the freeze. This critical information had been deliberately withheld from me by Equinox, further fueling my distress and frustration.What truly astounds me is the lack of empathy and understanding demonstrated by Equinox throughout this entire ordeal. Despite mentioning that I am a cancer survivor and now suffer from anxiety, making a public gym environment unsuitable for me, the general manager callously advised me to "make the best of my situation" since I am obligated to pay anyway. This blatant disregard for customer satisfaction and well-being is deeply disheartening.I am reaching out to you today to demand an immediate resolution to this issue. I implore you to release me from the confines of this contract, as it is negatively impacting both my overall well-being and my ability to sustain a healthy and fulfilling life.

  Business response

  11/29/2023

  We've connected with the management team at *** ****** home facility to assist with her concerns.

  Customer response

  11/30/2023

  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 was informed that someone from Equonix would be reaching out to address the issues concerning my account. However, I have not received any form of feedback or follow-up.
  

  I believe it is essential to maintain clear lines of communication and promptly address any concerns or inquiries regarding my account. The lack of response has left me feeling neglected and dissatisfied with the level of service provided.
  
  I kindly request that you urgently look into this matter and provide me with an update regarding the status of my account. 
  
  Thank you for your attention to this matter, and I trust that you will address it promptly. I look forward to hearing from you soon.
  
  
  
  [Your Name] 

   

   

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

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

  Business response

  12/13/2023

  ************** account has been cancelled with no further billing.

  Customer response

  12/14/2023

  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

  11/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was looking to join a gym in ******, and ended up going with the seaport equinox. I toured the facility, spoke at length with one of the gyms sales reps, and eventually agreed to what I understood was a monthly membership.After a few weeks at the gym, I found its overcrowded nature to make it not worth my time. I was better off working out in my apartments small gym, which despite being smaller, was more accessible given its lower volume.I reached out to equinox to inform them I would be cancelling my membership. I expected, as always with gyms, to have to pay at least one more month before it would be ended. I think even that is a predatory action, but Id learned to accept thats how gyms are. Never did I expect a gym as large in scale as equinox to be deliberately tricking its consumers into what it believes are annual memberships. I had never represented I wanted an annual membership, had never even heard of such a thing at a gym before, and nevertheless found my cancellation being refused. No one told me that was part of the agreement, and the only proof it was came from a membership agreement I did not sign. A pdf was sent to me saying look it says here. Except I never signed it, I signed up online, and had never even seen the agreement before.It is very clear equinox has made a business out of defrauding consumers. I cannot imagine how many thousands of dollars have been made off this scheme. I dont want money, all I want is to be left alone. Stop trying to charge my credit card. Ive not used your gym and Ive reached out over and over to tell you I cancelled this membership. Please stop trying to steal from me.

  Business response

  11/21/2023

  We've connected with the management team at *********** facility for assistance with ************************ request.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Failure to Honor Membership Cancellation Request - Deceptive Practices I've been a member of numerous gyms over the years, but my experience with Equinox is by far the worst. Their high-end facade masks deeply deceptive business practices that have left me feeling swindled and unheard.I moved over 300 miles away and, as per Equinox's own policy, reached out to cancel my membership, which should be straightforward for anyone relocating such a distance. Their initial response seemed promising, asking for evidence of my move, which I promptly provided within their given timeframe. This is where the transparency ended.Instead of processing my cancellation, Equinox conveniently ignored my evidence, remained unresponsive to my multiple follow-**** and, to add insult to injury, continued to charge me for a service they knew I couldn't use due to my relocation.The sheer audacity of ignoring a member's genuine plea, especially when all requirements on my end were met, and then continuing to debit my account is beyond comprehension. It's not just about the money; it's the principle of fair and transparent business practices, which Equinox seems to lack.If you value clarity, respect, and ethical business practices, I'd strongly advise looking elsewhere for your fitness needs. I regret the day I signed up with Equinox and hope others can be spared the frustration and deceit I've endured.

  Business response

  11/01/2023

  **************** has initiated chargebacks for 7/23/2023 & 8/23/2023 monthly billing with their credit card establishment. Due to the ongoing dispute Equinox will not be able to issue a refund until it has been resolved by the bank. 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 21, 2023, I attempted to sign up for an Equinox membership during the time that an initiation fee waiver was active. Upon entering my payment information, my card was declined twice but my bank notified me that I was charged nonetheless.I visited the Westwood location the following day on September 22, 2023. I spoke with a membership advisor, ***********************, about my issues with signing up and he was able to start my membership there. I also notified him that I was having issues creating an account on the app in order to sign up for membership classes. He reassured me that he would send in a ticket to IT so that I could receive assistance on creating my account. I was told that I would be receiving an email within a couple hours and if I did not receive an email, I can follow up the next day.On September 23, 2023, I spoke with someone at the front desk, ******, about my issues. She mentioned having similar experiences as a member before and reassured me that she would be sending in a request to IT in order to help me. Two days later, I have not received any help in creating the account. This has led me to feel uncomfortable using Equinox's services and I have decided to exercise my right to cancel my membership within the five-day initial period. On September 25, 2023, I visited the Westwood Location and spoke with ******. She directed me to the general manager, *********************. When I provided the paperwork (signed letter stating my desire to cancel my membership along with my membership agreement), she stated that the paperwork was not needed if the cancellation is made within the five-day initial period. I asked if I would be receiving a full refund and if I could receive a confirmation email that my membership agreement has been cancelled. She said I would be receiving a full refund and an email within 24 hours.In order to cover my bases, I have also emailed Concierge @ Equinox, ***, and *********************** about my desire to cancel my membership.

  Business response

  09/26/2023

  ********************** equinox membership has been cancelled with no further billing associated with the account. We've connected with the management team at the Westwood facility to assist with the refund request.

*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. ↩