Equinox Fitness Club

Equinox makes you sign a one-year membership commitment agreement, which means that you are locked in for 12 months, whether you use their facilities or not. They also offer a "freeze" benefit, where you can pay $50/month instead of $267/month to pause your membership, but they don't tell you that this option is only available after the first year. This is very misleading and unfair, as it gives you the impression that you have some flexibility in case you need to take a break from the gym.

I haven't stepped foot in Equinox since October, due to personal reasons. I sent 6 emails requesting cancellation of my membership, which was supposed to end this month. However, I never received a reply from them, nor any confirmation that my request was processed. Today, I was shocked to see that they charged me $267 again, without any notice or explanation.

I contacted my American Express card to dispute the charge, and that's when I found out that Equinox requires you to cancel your membership in person at the club, or by certified mail. This is ridiculous and inconvenient. Why can't they accept email or phone requests, like most other businesses do? Why didn't they inform me of this requirement when I emailed them multiple times?

Equinox is not transparent or honest with their customers. They use deceptive tactics and hidden fees to trap you into paying for something you don't want or need. I feel cheated and disappointed by Equinox, and I would not recommend them to anyone. Save your money and time, and find a better gym that respects you and your health.

Found the Assistant General Manager unprofessional, dishonest and rude. Upon complaining I was told she just needs to be better trained. I would not recommend joining Equinox at 74th street. The equipment is not updated and yet they raised prices recently by 5% claiming "grades". There is a culture of lying at this location and unprofessional behavior from Assistant General Managers that is unacceptable.

Attn: [redacted] Re: [redacted] ***Dear [redacted] , [redacted] *** signed a membership agreement for a one year obligation to Equinox, during which time he could cancel with documented proof of Medical reasons, Relocation or job loss, none of which were receivedFurthermore, Equinox monthly dues are collected for membership not utilization, so his visits would not impact his status as a member one way or the other.As a customer service gesture, however we have waived his overdue balance of $and will contact the collections so he does not receive calls moving forward.Please let me know if you have any questions.Best regards, [redacted]

I joined the gym at a time when there was a promotion for a reduced initiation fee of $100 which would also be refunded back to you should you utilize their personal training and fit test offers. I did both offers to receive my refund and several months later I still have not been refunded the $100. I have since cancelled my account in which I have written acceptance of and was continued to be charged, they did refund me that charge when I reached out them (weeks later) to asked why I was charged again since I cancelled, however still no refund for the initiation fee as promised!

Attn: [redacted]Re: [redacted]Dear [redacted],
[redacted] signed a membership agreement for a one year obligation to Equinox, during which time he could cancel with documented proof of Medical reasons, Relocation or job loss, none of which were received. Furthermore, Equinox monthly dues...

are collected for membership not utilization, so his visits would not impact his status as a member one way or the other.As a customer service gesture, however we have waived his overdue balance of $390 and will contact the collections so he does not receive calls moving forward.Please let me know if you have any questions.Best regards,[redacted]

Dear [redacted],After careful review of [redacted]'s complaint, we have processed the requested refund and expect that credit to appear within 3 - 5 business days. [redacted] will be able to confirm that said funds were released tomorrow morning for verification.Please contact me directly...

should you have any questions concerns.Thank you very much.Best regards,[redacted]

Revdex.com:At this time, my complaint, ID [redacted] regarding Equinox Fitness Club has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

The customer service sucks, they will try to bill you to death and the other members tend to walk around like a meat market. Stay away from their trainers, just there to make money or boy toys

Review: Purchased gifts for my daughter on 6/**/14, totaling 485.00. When we returned on 6/**/15 to return items which we were unhappy with, the salesperson (asian-no name tage) was rude and told us we could not get our money back. The sign for return was on the right side of the wall covered with debris from the clothes which were not put away when we shopped the day before and was not easily noticed and was less than 14 font on a placard no larger than 8 by 6 inches. I advised the sales person we were not told the policy and wanted our money back which totaled 154.00. She said too bad and gave us a store credit card. During the holiday Dec 2015 and Jan 2016 I attempted to use the store credit provided to me and the manager and salesperson were patronizing and stared atmy son and I like we were going to steal and said they have no record of the credit totaling. 154.00 and then stated she had not see the shop credit card we had been given for years. Which made the situation more incredulous and infuriating. Six months after being treated poorly and the company improperly displaying their policy where it was hidden we are now subject to theft by this company who now has not provided the credit we were due. I was told they would follow up and they would check the reciepts and nothing has been done after my visit to the Equnox store on 1/4.16. I also attempted to contact Equinox online ([redacted]) to try to subjugate the issue with satisfaction to no event. I want my monies returned in full! for what credite I am owed.Desired Settlement: I want my monies returned in full! for what credite I am owed.

Consumer

Response:

At this time, I have not been contacted by Equinox Fitness Club regarding complaint ID [redacted].Sincerely,[redacted]

Review: I was never told I was signing a contract with Equinox- I was toldi was just signing for my credit card authorization- it was electronic pad so there was nothing for me to read. I received notices 2.5 months later that I was not a member and I was cancelled from the gym. I have an email stating it. When I called the advisors, they ignored me and then finally said the GM must have reinstated it. The GM was rude and not willing to help me with anything. The corporate number for member services didn't work for days. I just got hold of them and she told me to claim on my credit card that it was fraudulent. I said and then Equinox is going to go on my credit and file against me. She said I didnt say that, but you are in a contract. Then she tried to back step. She said I signed something in June as well- I was told by the front desk it was for my credit card- since it's all electronic key pads, there is nothing to read so you are signing with trust in the employees that it's for what they are telling you. I feel like the whole thing is a scam and was a bunch of lies. I had emailed corporate and did their online chat thing. No one will help me. Basically I'm stuck In a year long contract that I did not agree to. I have the email that says I am cancelled, yet no one can or will explain that. I'm just highly disappointed in the way this has been handled. It is completely ridiculous for a high end company to be such a scamming and unhelpful business.Desired Settlement: I would like my contract cancelled, and a refund for July of the $225.00. Since I have the email from June, saying I was cancelled and emails from Equinox saying my term was up June **,2015. Thank you.

Review: I cancelled my membership with Equinox yet continued to be charged a monthly membership fee of $159.68 for an additional 2 months. I notified Equinox of this billing error and they have been 100% unresponsive. I reached out to both the [redacted] and the [redacted] on 4 different occasions (by email and phone) and have not yet received a response over a two-week period. I have also spoken with lower-level staff members who have told me that they are unable to fix the issue as only a manager has access to billing information.Desired Settlement: Equinox has a responsibility to correct billing issues in an expeditious manner when they are at fault - and advise the customer of the timeline for resolution. Equinox should strive to make customer service and professionalism a priority and acknowledge when they fall short, instead of ignoring the issues.

Business

Response:

Dear [redacted],After careful review of [redacted]'s complaint, we have processed the requested refund and expect that credit to appear within 3 - 5 business days. [redacted] will be able to confirm that said funds were released tomorrow morning for verification.Please contact me directly should you have any questions concerns.Thank you very much.Best regards,[redacted]

Review: For the past five years, I have been a member of the health club at [redacted]. Originally, it was owned by Sports Club LA. Two or three years ago it was sold to Equinox. Since I first joined the club in 2011, I have purchased individual training sessions. This past September, I purchased 24 sessions at an upfront charge of $2640. This is on top of a monthly membership fee of $178.

On 11/**/2015, Equinox fired my long-term trainer. I was not contacted about the status of my sessions until 12/**/15. I replied on 12/** that I was no longer interested in continuing with individual sessions. As I thought it unlikely that Equinox would refund my money, I asked that the cost of the remaining sessions (17 sessions at total cost of $1870) be applied to my 2016 membership. I did not hear back from Equinox.

On 1/*/16, I met with Ms. Alexis W[redacted], Membership Advisor. I asked her to refund my money. She said Equinox could not do that. Rather than argue with her, I asked that the money I had already paid be applied to my 2016 membership. She said that Equinox would do that, starting immediately. During that meeting, I was introduced to Mr. Carter B[redacted], Assistant Manager of the club.

When I checked my Amex bill for January 2016, I was surprised to see a charge of $178, posted on 1/**. On 2/**, my next available day off, I went to talk with Ms. W[redacted]. I was told she was busy. I met with Mr. B[redacted]. I reminded him of my previous meeting with Ms. W[redacted] and of the agreement I had made with her. He said he would discuss the issue with his manager. After several days, he said that Equinox would not honor the agreement that I had made with Ms. W[redacted].

Needless to say, I asked Amex to stop all payments to Equinox. I emailed Mr. B[redacted] to cancel my membership. I requested a confirmation of that cancellation. I have yet to hear back from him.

This seems like a scam to me at worst and deceptive business practices at best. During my meeting with Ms. W[redacted], there was never any mention of additional approval from anyone. Indeed, if I hadn’t checked my bill, I would have had no indication that that agreement was not honored. I don’t think a national company should get away with this behavior.Desired Settlement: Refund of $1870

Consumer

Response:

At this time, I have not been contacted by Equinox Fitness Club regarding complaint ID [redacted].Sincerely,

Review: Several attempts have been made to close/cancel the membership since October 2009.

They have failed to cancel the membership and have continued to charge the credit card, accruing almost 5 years of payments that I now need to be reimbursed for.

We call the company but they never have a manager available at the moment to address this issue. I have left messages and received no call back.Desired Settlement: In speaking with other customers of Equinox it appears that this is a common issue. I would like for the credit card to be reimbursed for the charges that they failed to cancel.

Review: I spoke with the manager from what is called my home club located on [redacted] and I indicated that I would like a membership as I was a previous member but would be relocating. On my last visit in august I provided the clerk at the counter a letter signed including a bank statement with my new address which is out of any equinox facility range. I informed her that I would be in Buffalo NY and no longer reside in NYC. She said she would pass it on to the club manager (who knew I was only going to stay with the club for a short time) and that all would be taken care of. The following month I was billed, and I called the club spoke to the assistant manager and I faxed over a copy of another letter signed and a bank statement with my [redacted] address and was assured it was an error and it would be taken care of and I would be credited back. The following month the same happened where I was billed, this time I called again to the HQ and faxed over another letter signed and my bank statement and was assured that I would not be billed as I am not within the 50 mile vicinity as stipulated in the contract. Now looking at my credit card statement I was never refunded for the portion in August, have been billed on through until November without any one canceling my account. I called my credit card company and they informed me that they would and could close my card but a good chance that many merchants take part in some form of auto transfer that they would be able to continue billing and told me to try the club again, so I called again spoke to the manager at the club and assured me it would be taken care of. Looking at my statement today I see nothing was credited back to me for Aug-Nov and I was charged again for another month. I hate to use the Revdex.com however at this point I am at a total lose as to what to do. All I want was my membership canceled as of August, I had signed letters and faxed and even handed in person a letter with my bank statement 3 times with nothing being done.Desired Settlement: All I want is the promised refund for the prorated month of August as was promised and refund for the months from the prorated amount of august on through November with an official letter that my account is canceled. I DO NOT reside in NYC and am not within any club 50 miles. It may be a lot to ask, or perhaps its a system issue, I will venture on the side of a system issue however I appreciate a speedy resolution along with my refund.

Business

Response:

Hello [redacted],We contacted [redacted] today to inform him that his membership is now cancelled and we have refunded the erroneous charges. It was also confirmed that there would be no further billing from Equinox.Should you have any questions please feel free to contact me directly.Thank you very much.Kind regards,[redacted]

Review: On or about January **, 2014, I joined the Equinox Gym in Woodbury, New York. At the time of joining I was told by the representative in the Woodbury location that I could easily cancel at any time. On or about, May *, 2014 I visited the gym in person with my father and advised the [redacted] that I needed to end my membership since the monthly fee was not longer affordable. I have not used the gym since April 2014. The [redacted] rejected my request, said that only a doctor's note would satisfy Equinox' cancellation requirements even if the note was of a general nature. I only joined the gym and allowed Equinox to charge my bank account because the representative assured me that I could easily cancel at any time. I am asking the Revdex.com to investigate Equinox and to direct them to stop sending me collection notices and calling me. I paid them almost $1,000 (please verify) and used the club a handful of times.Desired Settlement: Cease unfair collection notices.

Business

Response:

Attn: [redacted]Re: [redacted]Dear [redacted],

[redacted] signed a membership agreement for a one year obligation to Equinox, during which time he could cancel with documented proof of Medical reasons, Relocation or job loss, none of which were received. Furthermore, Equinox monthly dues are collected for membership not utilization, so his visits would not impact his status as a member one way or the other.As a customer service gesture, however we have waived his overdue balance of $390 and will contact the collections so he does not receive calls moving forward.Please let me know if you have any questions.Best regards,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: After using the gym for 2 years I decided to stop using the gym and I stopped paying. I received an email from [redacted] at their corporate office, subject line, "Urgent Billing Notice." The email said to ensure my account remained in good standing and to avoid the account being sent to a collections agency to resolve the issue asap. I replied to his email as there was no phone number to call on the email. I stated my case in the email. I received another email from him but there was no acknowledgement of what I had said to him just him repeating his previous email. This happened several times. Finally I went to the gym to speak with the [redacted] to resolve the issue at which point he said that I was no longer a customer and that he was only interested in assisting customers. So there is a discrepancy between what the emails said and what the [redacted] said. Was I still a member or not? Was my account in good standing or not? There was no, none, zero customer service. Only threats about collections agencies. No proof of a contract, no evidence to support their claim that I owed money and very derogatory treatment and threatening communications and no information on how to contact them to resolve the matter only threats, confusing misinformation and false claims.Desired Settlement: I paid the $290 to prevent the account from going to a collections agency and impacting my credit. I want that money returned to me.

Review: Briefly stated, I signed my daughter up last December (2012) for a gym membership as a present when she found out that she got into college in Chicago. At the time, [redacted]at Equinox signed us up and I told him then that she would be moving to Chicago in September to begin college so we only wanted a nine month membership. He told us that Equinox only does year long memberships but that I could sign up for a year and just cancel in September when she moves. He handed me a card entitled "CANCELLATION POLICY" and highlighted in pink where it states that where you are canceling WITHIN the INITIAL 12 MONTHS of membership, which we would be doing, "a monthly or annual membership can be cancelled if member is relocating at least 25 miles from any Equinox." Please note that Neil gave me this card along with the contract specifically to reassure me that I would not have to pay for membership past September 2013 when she would be moving. And, although the contract has a 45 day notice provision, the card does not. A copy of the CARD which Neil handed me when I signed up will be provided upon request.

Despite the above, when I went into the club on or about September [redacted], 2013 to cancel my daughter's membership, they told me that I would still be charged for 45 more days ($188). I told them about [redacted]representations to me, but they did not care. (Perhaps this is an aside, but also, even if the notice provision were valid, I had really given nine months notice, as I told [redacted]in no uncertain terms at the time I signed my daughter up that she would be moving in September 2013 and that she would no longer be able to use her membership). Shouldn't Equinox now be "estopped" from relying on the notice provision (even if it were valid, which as explained below it is not) given the misrepresentations that were made to me when I initially signed my daughter up?

FINALLY, PERHAPS EVEN MORE IMPORTANT than the oral misrepresentations by *and the misrepresentation on the card Neil gave me entitled "CANCELLATION POLICY which had no 45 day notice provision, is the fact that the 45 day notice provision in the contract is, in any event, INVALID and ILLEGAL pursuant to New York State Law (GBL Section 624) which specifically governs health clubs and members' cancellation rights. This law specially makes the notice requirement at issue illegal and in fact states that upon cancellation due to relocation "all money should be refunded within 15 days of the notice of cancellation "OTHER THAN FOR SERVICES USED."Desired Settlement: I would like the policy to be changed to conform to NY Law governing health clubs obligations to its members with regard to cancellation, and I would like a refund for the $188 that I was charged after the date I went into the club to cancel my daughter's membership (days after she moved to Chicago).

Consumer

Response:

At this time, I have not been contacted by Equinox Fitness Club (All NYC Area Locations) regarding complaint ID [redacted].

Sincerely,

Review: I received spa services on 1/**/14 totaling $130.16. My equinox gift credit was supposed to be applied to the total, so that only $30.16 would be charged to my credit card. The gift card was not applied. .I had to wait around for about half an hour before the [redacted]would speak with me. I informed the manager, who told me that "there is no way to reverse spa transactions." I said that I found this hard to believe, but he stated that this is simply the way that equinox's POS system operates. He told me he would talk to the billing department and follow up with me, but I have not heard from himDesired Settlement: All I wanted was for my charge to be adjusted to account for the gift card, but at this point I have had to waste over an hour of my time dealing with this issue.

I am happy to pay gratuity, though I believe at this point, equinox should comp me the service.

Consumer

Response:

At this time, I have not been contacted by Equinox Fitness Club (All NYC Area Locations) regarding complaint ID [redacted].

Sincerely,

Review: I had a 1 year contract which ended in August and was terminated. Since then I've been billed monthly. I've tried calling the local facility without a call back by a manager and the central office without result. I tried charging it back with [redacted] but they fought it and the chargeback was reversed. It seems that once you sign up with Equinox you have to pay them every month forever. I tried to call [redacted] at the [redacted] location but he doesn't return calls. I spoke to [redacted], the head of Member Services at the central office, but she said I have to get the refund from [redacted] There's no way to get a refund or to cancel the month-to-month billing. I'm seeking refunds for September and October for a total of $386 and an immediate cancellation to avoid further charges.Desired Settlement: I'm seeking refunds for September and October for a total of $386 and an immediate cancellation to avoid further charges.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Equinox Fitness Club has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]