Business Profile

Fitness Center

Equinox Fitness Club

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

103 total complaints in the last 3 years.
42 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/13/2025
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 went and looked at the Equinox in *****************, in November of 2024. I've been harassed by **** in sales, ever since. I receive regular texts that say 'do you want to join'. I've responded to the over 50 texts with 'no' and 'stop'. The texts do not stop. **** is harassing me, I imagine it could be because I did not join. I had thoughts I'd be moving back to LA and it didn't happen, at least not yet. Now I have had constant texts from this '****' person for the past nearly 5 months. I've done everything but block his texts, which I didn't do because narcissists will just use a different number. ****, please stop harassing me. Do not text me. Do not contact me. Nor, do I want anyone from Equinox contacting me. Throw out my number. Forget I exist. Understand?
Business Response
Date: 03/18/2025
We've connected with the Equinox Facility on *** ******** behalf to request for no further communication.
Initial Complaint
Date:02/25/2025
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.
Disappointing experience at Equinox ******************. They advertised a referral fee that they ultimately refused to honor, and it took three emails to finally receive the reward, with the agent initially claiming it didnt exist. To make matters worse, expensive personal items were stolen from the locker room, and despite bringing this to managements attention, no action was taken. Additionally, the cancellation process is unnecessarily complicated, seemingly designed to keep your money. I cannot recommend this location. Gym is keep charging fee while cancellation was done by email and manager said she will do a refund that did not occur. Requesting 2 months (****** x 2) refund + Headphones 350$ + repair for referral fee complications
Business Response
Date: 02/25/2025
We've reached out to the management team at the ****************** facility for assistance with *** ********* claim and concerns. A representative should be reaching out shortly to discuss further solution.
Initial Complaint
Date:02/24/2025
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 was misled into an unauthorized charge for personal training at Equinox Gold Coast.I was quoted $136 per session but was instead charged $820 upfront without my clear consent. I was also charged $140 for a session that was supposed to be free.When I provided Apple Pay, a staff member processed the charge on my phone without displaying the total amount to **** requested a refund within 24 hours, which is protected by Illinois law (815 ILCS 645/6), but Equinox refused to comply.Equinox has not provided any signed agreement stating that these charges are non-refundable, nor have they shown any policy to justify their refusal. Instead of refunding me, they offered an extra free session, which is unacceptable.I am demanding a full refund of $820 and $140 immediately.
Business Response
Date: 02/25/2025
*** ****** has been refunded for both charges of $810.00 and $140.00 on 2/24/25. Please allow the account 3-5 business days to be updated reflecting this refund.
Initial Complaint
Date:02/19/2025
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 am writing to formally lodge a complaint against Equinox regarding their misleading membership contract and cancellation practices.When I signed the membership agreement, I was not informed of the no cancellation clause of 12 months. This crucial information was omitted during the sales process, leading me to believe that I could cancel my membership if needed. This made me depressed so I avoided thinking about. I waited until the 12 months to end and reached out to cancel my membership. I've attached screenshot of texts with equinox when I signed the contract, the *** made no mentioned of the 12 months no cancellation clause. I've also attached the email "{EXTERNAL} Fwd_ Membership Cancelation.msg" to show how the business only then told me about the 12-months no cancelation clause of my contract. Furthermore, the gym's cancellation process has proven to be cumbersome and nearly impossible. In their membership portal, they ask us to send an email to ************************************* When I did, I got a generic email from a ********************************** with a link, however, the link took me to a website with this error: "We couldn't find the page you're looking for". When I reached out again to ************************************* they again sent me a generic email from ********************************** referring me back to portal with the "We couldn't find the page you're looking for" error. I called the number provided in the portal and the receptionist hung up on me. I felt like they make it impossible for me to cancel my membership. I've attached the email "{EXTERNAL} Fwd_ Fwd_ Manage Your Equinox Membership.msg" to show how the link doesn't work, and the ************************************ doesn't help in cancellation.I imagine other people having the same problem as I do with this gym. Is there something you could do to help?Thank you for your attention to this matter.
Business Response
Date: 02/20/2025
After further investigation we found that *** ****** first inquired about cancellation on 3/12/24 and mentioned that it was due to work relocation and also requested to be sent a copy of the signed agreement. At this time the signed agreement explaining the cancellation policy and process was submitted to *** **** and was communicated that due to still being within the first 12 months of membership, in order to move forward with the request relocation proof would need to be submitted to break the agreement and cancel before the companywide billing date. A response to this correspondence was not given by *** **** until 1/25/2025. *** ****** account has been cancelled as requested however a refund has not been approved at this time.
Customer Answer
Date: 02/20/2025
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]
Hi Equinox,
A large part of my complaint is that Equinox failed to disclose the 12-month no-cancellation contract, during the initial contract creation. This is a crucial piece of information that was omitted during sale. You should have made that information clear to the consumer before they sign a contract that require them to keep their membership for 12 months. I have attached the text messages to show that your customer representative did not disclose this.

Could you pls confirm if Equinox make it a practice to omit important contract clause during sale?
Thanks,
****

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

Sincerely,

**** ****

Business Response
Date: 03/11/2025
We completely understand, omitting information is not a business practice. We've submitted your feedback and concern to the management team at the facility they will reach out to *** **** shortly to discuss further steps that can be taken to rectify these concerns.
Initial Complaint
Date:02/12/2025
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.
On January 26, 2024, I attempted to make a purchase at The Shop at Equinox using two gift cards valued at $300 each. The order was cancelled due to suspected fraudulent activity, and the payment was refunded. I promptly responded offering to provide gift card purchase receipts to verify the legitimacy of the transaction, but received no response.Multiple subsequent attempts to place orders on their online shop resulted in immediate automatic cancellations. On January 31, 2024, I discovered both $300 gift cards had been voided without any notification, rendering them unusable for online purchases.I contacted the company on January 31, 2024, to resolve this issue. I followed up on February 2 and February 7, 2024, but have received no response or acknowledgment of my communications.The two main issues are:1. Unable to complete purchases on The Shop at Equinox website due to automatic order cancellations 2. Two gift cards, each valued at $300, were voided without notification or explanation I have retained all purchase receipts for the gift cards as documentation.The total amount in dispute is $600.
Business Response
Date: 02/20/2025
We've connected with the team that handles the Amex programs and Gift Cards, they will be connecting with the customer to offer a solution.
Customer Answer
Date: 03/09/2025
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 merchant reissued a Gift Card, but it is ineffective because I am unable to make purchases at their store. I have attached a screenshot to this case, which shows that my orders are consistently cancelled immediately after placement. Despite multiple attempts, I have been unsuccessful in completing a purchase. I suspect that my home address may be blocked for future purchases, rendering the Gift Card useless.
I kindly request that the merchant provide a cash refund equivalent to the value of the Gift Card. I appreciate your assistance in resolving this matter.
Thank you for your help.
Sincerely,

Business Response
Date: 03/11/2025
We've connected with the retail operation department to assist with the refund requested by Mr. *****
Initial Complaint
Date:02/06/2025
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 signed up for a 7 day free trial of Equinox Plus. I did not find enough value out of the free trial, so I planned to cancel before the subscription renewed. However, I was billed over 24 hours early for a full month of a subscription that I don't want. If the subscription didn't renew early, I would have been able to cancel it on time.I tried calling Equinox to request a refund and was given the run-around.I'd like a full refund for the month of Equinox Plus that I was wrongfully charged for, and for my account to be deactivated.
Business Response
Date: 02/11/2025
*** ****** agreed to a 7 day trial which began on 1/28/2025, and agreed to being billed beginning 2/4/2025. As part of a further investigation, *** **** submitted a request for cancellation on 2/4/2025 the same day monthly billing is processed companywide. The cancellation has been honored, which the member will have access for the remainder of the month with no further billing.
Customer Answer
Date: 02/12/2025
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 never signed such an agreement. As mentioned prior, I was billed on the 3rd at 11:58pm PST while I was on the cancellation page.
Please refund me. I dont want the subscription and wanted to cancel it, until I was already billed for it.

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

Sincerely,

******* ****

Business Response
Date: 02/18/2025
*** **** account has been cancelled as requested with no further billing. However, due to the attempted cancellation request made on the day of companywide billing, a refund will not be approved.
Initial Complaint
Date:12/17/2024
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 attempted to cancel my membership at Equinox multiple times. I have called the public phone numbers, I have sent emails to the concierge service, and walked into physical clubs attempting to cancel my membership. Equinox is refusing to cancel my membership. This is criminal fraud.When I speak on the phone and in-person at the club they've told me I need to email the concierge, when I email the concierge they tell me that I need to call my home club in ********, when I call the home club in ******** they tell me that the management is in a meeting and will call me back, and then never call me back.I have over a dozen times in writing attempted to cancel my membership and they will not provide me with confirmation the membership is cancelled. Also they are attempting to collect $310.37 a month from me even though I have not used the club in multiple months and am actively trying to cancel my account. This is fraud, pure and simple.
Business Response
Date: 12/19/2024
We've reached out to the management team at the Equinox facility for further assistance with *** ******* refund request. However, the membership cancellation has been processed.
Initial Complaint
Date:12/17/2024
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.
Date of experience December *******. I was harassed by the staff there I was chased up the stairs by someone that works there, and I feel that was very unprofessional. I do feel I am being racially, profiled and discriminated against. They keep calling me and emailing me to talk about the situation where I was harassed and I was attacked and I declined several times.I am in the process of switching locations to a different gym.
Business Response
Date: 12/19/2024
We've reached out to the management team at the Equinox facility regarding *** ******** concerns. They will be connecting shortly to discuss further steps that will be taken.
Initial Complaint
Date:12/04/2024
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.
When I signed the Equinox contract, it stays we can "freeze for one month and pay only $50 for a month after the initial one year contract period ends." I freezed my membership period for one month during February, and my one year contract ended on November 27, 2024. So I expect the billing for November 28, 2024 - December 27, 2024 to be only $50. However, I was charged with the full amount. Equinox said it's because of the billing system, but this is different from what they advertised for, and the consigner could not find any written material specifying such a discrepancy. The only reason I keep this month is for the lower rate. I now request a full refund for my December membership fee and immediately cancel my membership, or billing adjustment to $50 for December and keep my membership until December 27, 2024.
Business Response
Date: 12/05/2024
We've reached out to the management team at ********** facility regarding *** ****** concerns. They will be connecting with *** **** to assist shortly.
Customer Answer
Date: 12/11/2024
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:

No one has contacted me to discuss this matter from the management team after I raise this issue with BBB. The Athem Row manager ******* ***** gave me a call but did not provide any acceptable solutions, and he said "you're welcome to raise this issue with any other agencies (BBB/attorney general/small claim court) etc." No contact from Equinox management after that.

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

Sincerely,

****** ****

Business Response
Date: 12/19/2024
*** **** has been contacted by the management team explaining the process of a Freeze while within the first initial 12 months of membership. When a freeze is activated within the initial 12 month term, the 13th month of billing will be charged at $50 vs the standard billing rate. Since *** **** was billed for the month of December on 11/23/24 and the initial contracted obligation period began on 11/27/24, the held billing for the 13th payment cycle would be 12/23/24 for the month of January.

Since the 11/23/24 billing cycle was the 12th payment cycle, a partial refund would not be processed as *** **** would have received the time owed on the 13th month, for which *** **** has scheduled a cancellation effective 1/1/25. A refund will not be processed at this time.
Initial Complaint
Date:11/25/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
After signing up for an Equinox account in **************, *********** in March 2024, I notified the gym in April 2024 that I needed to discontinue my membership due to a close personal death that required me to move from *********** to **********. Pittsburgh does not have any equinox gyms and therefore the membership could not be transferred to a new location and by their own cancellation policies, is an acceptable discontinuation reason. I have begged them to stop charging me, and 7 months later I am still being charged $310 / month. I am requesting a refund for the months I was incorrectly charged. I also want it noted I had to shut my bank account down just for them to stop the false charges. I have attached screen shots from June of 2024, after two months of not having any communications and chasing to confirm my cancellation status.
Business Response
Date: 12/05/2024
We've reached out to the management team at the ************** facility to assist with *** ******* concerns regarding cancellation.
Customer Answer
Date: 12/05/2024
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:

This was not a complaint on behalf of cancelling a membership it was regarding a refund for overcharges in excess of 2700 USD. This is a paltry response to someone's death being the cause for my cancellation. I will not stop until my money is returned. I do not want to speak with anyone regarding a cancellation as I had to full shut down my bank account to stop the charges from proceeding.
I expect a refund or will be pursuing legal action.

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

Sincerely,
**

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Equinox Fitness Club is NOT a BBB Accredited Business.