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:11/04/2022

  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.

  was falsely advertised to get me to join a year contract with the gym. When I first signed up with Equinox, I toured the ***************** location and the sales rep there informed me that there are trainers that are around during all operation hours to assist with a spot or form when I'm working out. I was moving to ************* at that time and signed up over the phone for the Pine st. location. After signing up and paying I was denied entry to the club and a tour the first day I came there. When I did tour the location, ******* (who gave me the tour) informed me that trainers are available at all hours of operation to assist with a spot. I then upgraded my membership to a destination pass and when I finally was able to get a tour of ****** **. I was told that trainers are walking the floor at all hours of operation to provide a spot of assistance with form. I signed up for a year contract based on this premise. This was the selling point for me that got me in the door. I have been at the gym for 11 months now and go to the gym consistently, 4 times a week (Monday, Tuesday, Thursday, and Saturday). And in my entire time I have been here, I have never been able to find a trainer to help spot me, not once. When I finally talked to a sales rep about this on Halloween, he informed me in front of another equinox employee that this was a problem and that this service is available during all hours of operation. When I spoke with the manager *******, she informed me that this was incorrect, and that they only have a trainer walking the floor on Tuesday and Thursday from 5-7 pm which fall outside of my hours at the gym. This information now is completely contradictory to what I was sold to get me into the gym and sign a contract. I have come into the gym on the said days within the 5-7 hour range and still was unable to get this service though it was advertised to me. I spoke with management and corporate and they informed me that they could not provide this service.

  Business Response

  Date: 11/21/2022

  **************** has been in communication with the management team at the facility in regards to his concerns. A customer gesture was granted of a $100 gift card which has been placed towards the monthly membership dues for December.

• Initial Complaint

  Date:11/03/2022

  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 have been trying to resolve this for an entire year now. I have spoken to corporate who just decided to stop emailing me after I sent all documentation that explains that I have been charged for someone elses account since 2021. I am going to court with this and this is the last time I am asking for someone to correct this.I had my own account, I did not authorize for my card to be used for any other account , when I called and told this to the manager multiple times. Also over emails which I have all of them.I was charged for another persons account , instead of making it right they paused that account from stealing my money, and 2 months later started again.I told them I was okay paying for mine even after this nightmare of zero customer service. However I will be seeking more for the distress this has caused me over a year of zero help and them stealing money from **** will never use equinox again and I have been a member for over 10 years. See you in court.I will give emails and evidence if I get a response from this.

  Business Response

  Date: 01/31/2023

  ************************ account has been cancelled with no further billing and after reviewing the account there were three disputed transactions in question that was won and refunded by the bank to ************************ account. The management team at the facility has been connected with in regards to ************************ concerns and will connect to further come to a resolution. 

  Customer Answer

  Date: 02/02/2023

  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:10/27/2022

  Type:Customer Service 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.

  Reached out to my specific ********** to moving and placed my account on hold and sent an email. Billing commenced prior to the end date of my account hold and then after relocating and not being able to attend the gym, I was told that I needed to reach back out to my specific club to handle billing/refund issues. Reached back out to my club but after 5-6 calls made, was never able to speak with a manager/supervisor, even after leaving messages and VMs. I have been a member prior to the name change to Equinox and since the buyout, the customer service has been horrible, not sure why the change happened but the prestige and quality of the gym have also changed, for the worst!

  Business Response

  Date: 10/27/2022

  ************ connected with the team at the *** facility in regards to the Freeze that was requested and placed on his account. The staff at the location explained to ************ that his account was placed on a retroactive freeze in 11/2021, a refund was then issued to ************ of his monthly membership dues to the initial form of payment, shortly after the freeze expired on 12/01/21. After the initial Freeze request and end, ************ connected with the staff to request a three month hold for an injury in which was honored and the Freeze was placed 6/1 - 9/1. It was explained to ************ that for the time the account was active and not on hold, the charges are accurate as the monthly membership is not billed based on usage of the facility as it is recurring transactions per the agreed terms within the signed agreement. A refund will not be issued at this time.
  
  

• Initial Complaint

  Date:10/12/2022

  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.

  Equinox SUPPORTS RACISM- when you complain they will send you a copy of annual commitment you signed. HERE ARE THE DETAILS I joined Equinox and agreed to pay $280/mo as they advertise we can use multiple locations and they have laps pool. The pool has a lot of black particles at the bottom and hair etc. I have complained at front desk many times, no change. During this time, there was a lady who was always rude to me in the steam room and making personal attacks when I just wanted to relax in the steam room from a long day at work and ***********. This went on for many times. One day, outside the steam room, still inside the locker room, this lady says in front of me "Indians dont wear masks on the train and they smell like *****". I was shocked and offended. I did not engage with this lady, I complained to the front desk ***** and ***** nothing was done. Then another rude employee ******* at **** *** *** refused to help me taking me off a class on phone and argued with me for 7 mins. I complained to the manager ********* who later referred me to ****** at **** *** ***. Offering me free laundry and massage does not offset racism trauma and offensive service. I complained to ************************* at Equinox concierge, relived racism memories as I had to reexplain. In response ****** asked me to start using other locations where the racist lady doesnt go. REALLYYY??? My personal trainer person of color agreed to refund me the purchase for the sessions because he understands the impact of racism, Equinox concierge and other managers don't. This has caused me a lot of emotional trauma and it has affected my physical and mental health. I had this deep fear every time I wanted to go that I had to face the racist person. I should not have to pay to go to this gym. They wont have a pool at any other locations closer to me. I want to leave. Cancel my contact and refund my charges for personal training sessions. AND EDUCATE YOUR EMPLOYEES ON RACISM. (I have limited characters)

  Business Response

  Date: 10/13/2022

  The management team is currently working in the cancellation if ******************** account and a refund has been granted.

  Customer Answer

  Date: 10/13/2022

  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]

   

  I am awaiting for the refund to come in and a written confirmation that I wont be billed further the monthly dues. I would like it in writing that my contract has been canceled.

   

  Thank you 

   

   

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

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

  Customer Answer

  Date: 10/26/2022

  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]

  Please have your team at the "facility" send me an email that my contract is cancelled. I have no interest to reach out to them. Its traumatic to even speak to them, especially the concierge ***** who has no education on racism. Absolutely terrible. 

   

   

   

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

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

  Business Response

  Date: 11/10/2022

  The Equinox team will be sending a cancellation confirmation to **************** as requested.

• Initial Complaint

  Date:09/23/2022

  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 signed up for the Equinox membership in July 2022 (******** ****************** At the point of signing up for the membership, my friend and I visited *********** and asked several questions. We continuously mentioned that we want to use the squash court and that's one of the reasons we are signing up for the membership. We also mentioned that we are moving back to our college in three months. The membership advisor did not mention anything in response to either, so we thought there's no issue with either requests. 1) In July 2022 when we tried to visit a club for squash, we were informed that we can't because we don't have the squash membership. We were disappointed but let it pass, thinking the membership advisor may have just made a mistake. 2) In August ******************************************************************************************* the middle of the month from 9/10 since I'll be relocating then. However, the membership advisor did not get back to me for more than a month. Then, I emailed the membership advisor again last week about cancelling at least for after the 9/22 billing period. However, he didn't get back to me for a couple of days although it was very close. I thus emailed the equinox concierge address, and they then told me that I was under the 12 month contract period and have to provide a proof of relocation to cancel the membership. I was very thrown off because I was never informed of this, but still sent documents right away, They just got back to me less than an hour ago today (after two days) and told me that the documents cannot be approved. I am in a school-affiliated housing, so there was not much that I can provide as I don't receive utility bills or leasing document. They also told me that the closing deadline is 9 pm today, which was in less than 2 hours since they sent me the email. I sent as many documents as I could, but it's so off-putting how they withheld information when I signed.

  Business Response

  Date: 09/28/2022

  The management team at the facility has been notified of *** ****** concerns, they will connect shortly to discuss the refund request and a further discussion regarding the matter at hand. However, *** ****** account has been cancelled with no further billing associated to the credit card on file.

• 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.