Complaints

This profile includes complaints for Equinox Fitness Club's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Equinox Fitness Club

  1 Park Ave Fl 2 Equinox Member Services New York, NY 10016-5816

• 

  Equinox Fitness Club

  45 Rockefeller Plaza New York, NY 10111

• 

  Equinox Fitness Club

  160 Columbus Avenue New York, NY 10023

• 

  Equinox Fitness Club

  568 Broadway New York, NY 10012

• 

  Equinox Fitness Club

  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:09/13/2023

  Type:Product 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.

  On August 24, 2023, I paid Equinox Fitness Club $3,100 in advance for *********** with a trainer. I used one of those sessions, leaving a balance of $2990. On February 26, 2023, I paid Equinox $4800 for 48 sessions of pilates training. I used 28 of those sessions, leaving a balance of $2000. On September 1, 2023, I decided that I need to leave Equinox for physical therapy for muscle injuries that were chronically exacerbated at the club by training. I would like to leave the gym completely, but they are refusing to refund this money, so I am asking them to freeze my membership while I do physical therapy and try to figure out how to get my money back from them. Their policy of refusing to refund this money amounts to robbery. I can see no justification for it. They also have a policy that any remaining sessions in these packages expire after six months, yet they sell packages of 48, and at once/week, that is clearly longer than six months. They encourage people to buy these packages. Their policies are unjustifiable. Please go after them, get my refund, and list them as a bad business.

  Business Response

  Date: 09/14/2023

  Within the signed agreement it states that all  Ancillary charges are non-refundable, the refund for the Personal Training sessions is decided by the management team of the **************** facility. We've connected with the team for further assistance with ********************** concern and request.

  Customer Answer

  Date: 09/18/2023

  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:09/07/2023

  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.

  The reason for the complaint is that Equinox has been charging my credit card every month since October 2021. Equinox charged my credit card for the past 23 months when they were notified that I was on medical orders not to work out because of the degeneration of the joints L5 S1 and chronic pain. I have all the paperwork from the doctors and physical therapy I did for several months. In April of 2021, I had an accident at a hotel, and a lawsuit was open, in which my attorney have all records and paperwork on file. My attorney information: *****************************, phone ************* ******* Law. For confirmation if needed. Since I realized that Equinox charged my card for all the past months, I reached out to the manager, *******************************, in ****** **, where I still have the membership because Equinox never canceled, even after the letter from my doctor that was emailed directly to **************** on May, 31st of 2023. And to this day, Equinox keeps charging. He advised me that he would work on the issue and apply the credit, as I asked him to credit the account when my doctor gave me the clearance to resume the workout. Nothing happened! I called and emailed ****** not once but several times. I am asking Equinox to credit my account so I can use the credit for the future. Or, they can refund all the 23 months they have charged me.

  Business Response

  Date: 09/12/2023

  We have forwarded the concerns to the management team to further assist and resolve the matter at hand.

  Customer Answer

  Date: 09/19/2023

  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:

  I need the full balance of the past ************************************************************** credited to my membership account. I have all doctors and attorney dcumentation to support my case. 

   

   

   

   

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

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

  Business Response

  Date: 10/10/2023

  ********************** Equinox account has been credited in the amount of $1199.62 on 9/19/23 for future purchases as requested.

• Initial Complaint

  Date:09/06/2023

  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 cancelled my membership and still have another month left to go in my membership; however management disabled my access to the app rendering me unable to book gym classes moving forward even though I have paid for the remaining month, after contacting them over 14 times the issue is still unresolved and they said they have tried everything which is not the case since I still do not have access to book classes.

  Business Response

  Date: 09/06/2023

  The member experience team at the Yorkville location has responded to **************** on 9/5/2023 in response to the app issue being experienced and requiring a screenshot of the error message that is being received. **************** will need to respond to the email correspondence in order for further assistance with the matter.

• Initial Complaint

  Date:07/25/2023

  Type:Order 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 would like to file a complaint against Equinox Seaport in ******. When I initially toured the location with a trainer I informed him that I would only be in ****** temporarily and would be leaving after two months. He informed me that this would not be a problem at all and we proceeded with the registration. Recently, I contacted the manager about canceling my membership at the end of July and gave more than two weeks notice.This time, I was informed that I had signed a year long contract and would need to provide concrete proof of relocation and needed 45 days notice. None of this was brought to my attention by the trainer when I initially informed him I was only staying for the summer.I was misinformed and misled into thinking the cancellation process would be simple and without any hidden policies. Additionally, giving 45 days notice would have meant that I needed to reach out about cancelling my membership a week into it. This just seems silly because who is thinking about canceling their new gym membership after a week?For a gym that values member experience, this should have been immediately brought to my attention by him when I informed him of my short stay in ******.Additionally, the membership experience at this location as a whole has been extremely subpar. When the trainer reached out to me about scheduling my Equifit, I expressed interest but he stopped replying to my messages.Then, another trainer reached out to me about scheduling my Equifit and she too stopped replying to my messages.I had to reach out to a third trainer to just schedule my Equifit.This is completely unacceptable for a gym that prides itself in providing an unparalleled gym experience. It seems like throughout the whole process, from sign up to cancellation, none of the trainers nor the manager valued my membership experience.I do not find it fair in the slightest that I am expected to pay $217 for the month of August.I truly believe I was purposefully taken advantage of and misled.

  Business Response

  Date: 07/28/2023

  We've connected with the management team at *********** facility to connect with ************ on resolving this complaint. 

  Customer Answer

  Date: 08/04/2023

  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 have not received a follow up from the management at Equinox Seaport

   

   

   

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

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

  Business Response

  Date: 09/01/2023

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

• Initial Complaint

  Date:07/24/2023

  Type:Order 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 going to Equinox for 3 months now and due to a death in the family I had to make some changes to my finances to support my parents. Upon attempting to discontinue my monthly membership with Equinox they contracted me to sign a yearly commitment to the club which I was not aware and explicitly stated I did not want to be obligated to. Trying to contact equinox for weeks via email, phone call, and text message to two different customer service providers. They stated the only way to cancel would be if was physically injured, dead, or moved more than 25 miles away from the gym. When I asked what documentation I could provide if I moved back in with my parents considering this wouldnt be a lease agreement I was met with silence from both representatives. **** and *****. Yet they attempted to charge my card after ignoring me. I froze my credit card because I will inevitably close it to reduce my spending and help my family which is why I was attempting to tie up loose ends and cancel all subscriptions prior to this. Please help me get in contact with them and cancel my subscription.

  Business Response

  Date: 07/28/2023

  We've connected with the management team at the ******* Facility to assist with ******************** request. A manager should be reaching out to assist with a resolution.

• Initial Complaint

  Date:06/20/2023

  Type:Delivery 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.

  Since July 2019 Ive continued to receive marketing emails from the Equinox ****** and main Equinox marketing email campaigns after several requests to be removed. One as recent as today Monday June 19th. When I follow the steps to be removed Im met with a 505 server error message

  Business Response

  Date: 06/20/2023

  *** ********* email has now been removed from all company emails.

  Customer Answer

  Date: 06/20/2023

  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

  Date:06/20/2023

  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 contacted Equinox to cancel my membership at their Washington Sports Club location. I spoke with assistant general manager ***********************************. On June 9, ********** emailed me Your membership is cancelled and a refund request of $261.82 has been processed. You don't have access to any clubs going forward. We also talked over the phone. When I asked if any additional documentation or extra steps were required, she said no. A week later, I noticed my account was still active and I had yet to receive a refund. I called her, and she admitted my account had not in fact been cancelled, no refunds had been processed, and that she would need additional documentation (a medical note or proof of changed address) to process the cancellation. She referred me to a different department. I provided a medical note, as requested. As of June 19, my membership is still active and I have yet to receive a refund, as promised via email by the assistant manager ***********************************.

  Business Response

  Date: 06/20/2023

  We've reached out to the management team at the Sports Club DC facility for further assistance with the refund process. They will connect with **************** to resolve the matter.

• Initial Complaint

  Date:05/23/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  This has been very frustrating since last August/September 2022 when the Sky **** Class staff at the Edge at ****** Yards (a rep from Equinox was also present the morning I showed up to possibly pay & take a spot that wasn't filled, which by proof from Secret *** IG showed on their IG page that these spots are never really sold out and they always have open spaces). **************************************** Equinox ****** Yards uses their yoga ******************* to help co-organize this event. The Edge mainly canceled me out & never bothered to put me in a make-up class & refused for some time to refund me back my money. But now, there is a real issue between me & these businesses that I must now report with all the evidence attached. If you are a member of Equinox, they make it easier for them to join this class, which is a bit unfair. They both know its extremely hard to get/purchase tickets to this particular event & refuse to improve this. I technically should have heard from the Edge back in late 2022 when in two separate occasions refused to take me to fill in a spot in case someone did not show up for the class. A female Equinox staff member witnessed what ***** told me someone would reach out to me to make up for the inconvenience & the information I was given they both gave me the time. And when I was able to get a ticket on my bday month & canceled my class, they never bothered to put me in the next available class, never updated me about that status & were going to keep my money until I called them about it. So now I was in the queue today for about 25 mins and when I was finally let in on the site, all the spots were sold out. The tickets probably sold out within seconds, yet they both still kept *********** in the queue. Absolutely ridiculous & a waste of time how they conduct this. Both businesses need to do better with the program and have more classes available if it is so popular. They only have it for 3 days in the whole month until Fall comes.

• Initial Complaint

  Date:05/12/2023

  Type:Product 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.

  Ive been trying to cancel my gym membership and get a refund for the 1st payment pf $263 that was made on my credit card by Equinox. I notified Equinox with several emails and text messages the Equinox gym sales manager at the east *************************************************************************, to cancel my membership. I notified them within the three day grace ****** from the date I started the membership on May 1st, 2023. I have not received the refund for the $263 charge or a response or confirmation that the membership has been cancelled. Also I tried calling the Equinox customer service phone number on their website several times and each time I received a recorded message telling me to email ************************************ I could not leave a phone message and never got through to anyone even during business hours.

  Business Response

  Date: 05/16/2023

  ************************** account has been cancelled and a refund request was submitted to the billing department for a refund in a total of $263.34 to the initial form of payment. Please allow this refund **** business days to process.

  Customer Answer

  Date: 05/19/2023

  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:05/01/2023

  Type:Billing 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 am wanting to make sure this company does not put a bill into collections . And also I want to be sure I am not getting a charge my account. The woman ********* lied to me at sign up over the phone when my second payment would be. She said my second payment wouldnt be until April 23 , i got a charge a week later and then they tried to charge me for *** on April 25th which the person **** i believe , said they charged the card on the 23 which there has been no charge in that day . When the second charge came in a week later I freaked bc I know I told my roommate what I heard which was that I would mnt get a second charge till the 23 of April, this was not the case I had to borrow money from her so I wouldnt be screwed my roommate was the one helping me sign up as well the day I made the first payment. I have been trying to cancel my membership since *** 25th, The gym wont let me cancel until Ive been there 45 days. They are telling me I am past due for the month of ***. When *** has not even started. I have had nothing but terrible customer service the first 4 weeks I signed up at the gym. Multiple people refuse to answer my texts about a service they are supposed to give. When I went to cancel my membership by email because the front desk wouldnt help with Wi-Fi the last day I chose to go there. I asked multiple times for help bc Im paying for these services and they ignored me and wanted to be sure I would pay for the next month. I mentioned what I needed twice and was ignored so I was ignored 4 different times by 3 different people for help for services I am paying for and this is why I want to cancel. They told me theyd send my bill to collections and I have to prove to them Im moving to cancel my membership. I want out of this crappy contract and I am moving soon. I told them Id send them a bank statement . However if you can just take care of all of this for me Id be very grateful bc I can not believe how terrible equinox has been.

  Business Response

  Date: 05/03/2023

  We are unable to locate your membership with the contact information provided. May you please send the contact information that is associated with your Equinox account?

  Customer Answer

  Date: 05/30/2023

  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 have already contacted the management team about this weeks ago before the month of May came and they refused to help me. They threatened me to put my bill into collections saying may bill was late when in fact we were still in April and they lied to me about the bill payment scheduled , they said the second payment would not be till April 23. 

   

   

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

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

  Business Response

  Date: 07/11/2023

  *** ******* membership has been cancelled due to the past due balance on the account. Due to this cancellation there is no further billing associated with the initial card on file.

  Customer Answer

  Date: 07/12/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, 

  
  As long as the over due bill that I was wrongfully charged for is not going to collections because I was lied to, 
   will find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************