Equinox Fitness Club

Review: I am relocating 3500 miles away. And have provided my moving day and a one way plane ticket and they will not let me cancel my membership because they have deemed the proof k am providing insufficient.Desired Settlement: I would like to cancel my membership with the 45 days required. I have offered a plane ticket and a letter from my NYC landlord stating that I am no longer a tenant at my old apartment. This apparently isn't sufficient. I am moving to Europe by Octover end and would like to not pay for a membership I am not using. When I signed up the man who signed me up and who no longer works for equinox told me this wouldn't be an issue. My equinox is at [redacted] in New York City.

Review: I joined the gym in dec 2012. I spent over 30 minutes with the representative at the gym going over all the specifics of the membership and which trainer to use. it was clear to her I only wanted a one year membership. she never informed me unless I signed a document ending the membership(45 days notice) I would be charged for monthly dues automatically on my AMEX forever. when they began charging me after the year I called and they said you signed the agreement where it says the rules. I feel the representative with me was negligent in not telling me that when I paid for a year including trainer fees.Desired Settlement: I want a refund for the fees they have deducted from me for 2014 when I assumed I was no longer a member . this includes the next 45 days fees they are going to deduct after I had to appear in person at the gym and sign a termination letter.

Review: I have repeatedly received advertising membership emails from this Fifth Avenue branch and the Lexington branch of Equinox, asking me to join and asking me to send referrals to others. I have emailed [redacted]) and her colleagues at Equinox, several times asking to be removed from this email list group. [redacted] continues to send me emails, despite their privacy disclaimer listed at the bottom of all Equinox emails that states:"This e-mail, and any attachments hereto, is intended for use only by the addressee(s) named herein, and may contain legally privileged and/or confidential information. If you are not an intended recipient of this e-mail, you are notified that any dissemination, distribution or copying of this e-mail, and any attachments hereto, is strictly prohibited. If you have received this e-mail in error, please notify the sender by reply e-mail, and permanently delete this e-mail, and any copies or printouts."As of 11/**/13 I sent the following email to [redacted], which she did not comply with because I received another harassing email from her as of January 2014.I wrote:"Attention: Equinox Management and [redacted].I am not interested in an Equinox membership of any kind. I have requested several times to be removed from this list, and you and your fellow staff keep emailing me. This is harassment and I will file a complaint with the Revdex.com and Equinox Corporate Headquarters, listing your name [redacted], if you do not immediately remove me from the Equinox database and this promotional email list."My email privacy has been blatantly ignored by [redacted] and her staff. I wish to be permanently removed from Equinox database.Desired Settlement: To have my personal details and email permanently removed from Equinox database. And to receive proof of this from a supervisor in higher authority than [redacted]. I would also like this complaint listed with Revdex.com so that other people do not have to go through this. I would like a complaint filed against [redacted] for blatantly ignoring a consumer's privacy requests.

Review: I received payroll deductions in the amount of $347.08 during 2 pay periods. My company has a corporate account with Equinox in which they offer a discount for gym membership for up to 2 people. My boyfriend and I went to Equinox just to check out the gym in mid March and spoke to membership advisor, [redacted] and she showed us a tour of the gym and the corporate discount, which would be deducted directly from my paycheck had I joined. HOWEVER, my boyfriend and I were reluctant to join in the end because of the cost and we left without signing any paperwork or consenting to any membership offers. In the following weeks, I received constant emails from Equinox, which I know is normal for a business wanting to recruit members but I did not respond at all. [redacted] emailed me as well asking whether I would like to join. (I have all the email threads.) Long story short, I did not want to join and ignored the emails. However, I noticed on my following two checks that Equinox had charged me membership for two people one period and then again the next pay period (membership for March + April). But I started noticing that there was a "GYM" deduction for $173.54 (price for two people to join Equinox with my corporate discount". I caught the deductions on the second pay period so they had already charged me $347.08. I was very upset and alarmed at the fact that they could charge me without my consent or knowledge even.I emailed/called [redacted] several times. She responded to my email and said that she never signed me up. I have all the email threads. She mentioned that she would talk to her HR but I needed to talk to my payroll first. I talked to my payroll and they told me Equinox had indeed authorized them to charge me, WHICH I NEVER DID EVER! I called/emailed the GM of Equinox and no response. I called a total of 6 times in the last 2 days and left messages. They have not gotten back to me still! They still haven't called me back!Desired Settlement: I WANT REIMBURSEMENTS IMMEDIATELY. I need to pay bills... I would also like complimentary gym membership for the months they charged me because of the inconvenience they caused me (not at the same gym, I do not want to go back to that gym). I am now behind on paying my loans, etc. which will result in late fees. If they cannot pay they must compensate somehow. Even if I don't use it, I will give it to someone that will.How can they charge people without their consent? and signature?

Review: They will not allow me to cancel my service. I was never told I was obligated to be a member for any particular length of time and I pay monthly. Even though I cancelled the service in May, they have continued to charge me.Desired Settlement: I want them to stop charging me and to refund the payments they have taken from my bank account against my will.

Business

Response:

The following constitutes the response of Equinox Holdings, Inc., in response to the consumer complaint filed by Melissa Schilling. [redacted] signed a membership agreement with Equinox on December **, 2014 (the “Agreement”). All indications are that [redacted] voluntarily signed the membership agreement and fully understood its terms. The Agreement provides for a 12-month obligation period, and thereafter, the membership becomes a month-to-month membership. This obligation is clearly and conspicuously stated on pages 1 and 2 of the Agreement. Paragraph 2 of the Agreement on page 3 provides for additional cancellation rights during the obligation period should a member (1) provide a doctor's note stating that she cannot physically receive the services of the club for a period in excess of six (6) months; (2) pass away; (3) move her residence more than 25 miles from any health club operated by Equinox; and (4) be involuntarily terminated from her employment without cause (and provide documentation from her employer confirming the termination and the reason for such termination). [redacted] is currently still within her obligation period, as it has not yet been 12 months since she activated her membership. She has not provided any of the documentation necessary to cancel her membership within the obligation period, nor has she indicated that any of these rights are applicable to her. While it is unfortunate that [redacted] is unsatisfied with the terms of the contract that she agreed to, there can be no doubt that the terms are clear.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I was not told about the 12-month commitment, and I do not remember signing a paper contract agreeing to a 12-month commitment. I received an email copy of the "membership agreement" which appears to have an electronically produced version of my signature (highly pixelated), that I was likely asked to input on some sort of tablet device. If that was the case, then I was likely misled about what I was signing. If the company has a paper copy of the contract with an *original* version of my signature, in ink, I would like to see a color photograph of it.Sincerely,[redacted]

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

Sincerely,

Review: I joined the health club in Great Neck NY. I was told about all the services etc... I was not told that the gym is so busy that they need a valet service to help park cars. And that it is so busy you usually can't get on equipment needed. Also there are times when I need to park down the street and walk to gym. Then you need t cross a busy street to get to gym. Which is very dangerous.Desired Settlement: I would like to cancel membership since I was told one thing and it is not service they promised.

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 have been a member of Equinox Fitness for 2 years. I signed up in April 2013 as a member under a corporate agreement they have with my employer. My options were the single-gym rate of $128/mo or the Corporate Access rate of $155/mo. I signed a contract for the $128/mo rate. In my past experiences with gym memberships (and any contract for that matter), once you sign a contract, your rate stays at that level. However, in March 2014, less than a year after I joined, I noticed my credit card was now being charged $140/mo and I could not understand why. When I finally got a hold of a manager at Equinox, he claimed they sent me a letter telling me that my rate increased. I had not authorized any increase, nor had I authorized them to charge my credit card for additional money each month. I tried to fight it, but did not receive any sympathy from management. They reassured me it was to "improve services" and "reduce crowding". I noticed no improvements or reduction in crowding. A year later on April *, 2015 I received a letter stating that Equinox was increasing my membership rate yet again. This time an additional $5 to "maintain the elite standards of our clubs". So my contractually agreed-upon $128/mo single-gym membership is now $145/mo, a 13% increase in just 2 years. And to-date there have been ZERO noticeable improvements to the club I attend. In fact, the services have actually declined as the overcrowding and cleanliness has gotten worse while the size of the workout and locker room space has remained exactly the same. The only change I have noticed is that there are now many more physical trainers than before taking precious space away from members on the workout floor and earning more dollars for the company. This whole thing is a racket. Unfortunately, New Yorkers put up with it because of a lack of good alternatives.Desired Settlement: I demand that the following take place: (1) Refund all additional money charged to me for monthly membership dues above and beyond my original contractual rate of $128/mo. As of 5/*/15, this is now $173. (2) Revert my monthly rate back to $128/mo and do not increase it for the life of my membership. I would also accept the Corporate Access rate plan of $155/mo at the same terms. (3) Honor my identical rate for my fiance ([redacted]), who also signed up under my account.

Consumer

Response:

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

Overly friendly, but the sales force is a bit pushy. I had issues with Personal Trainer who I feel had me doing exercises, e.g. leg presses and dead lifts , that hurt my left hip leading to having a hip replacement surgery,

Billing for personal trainer also got me for extra $. Had 12 lessons, and let PT arrange dates and times as my work schedule is a tough one. Found out later we had a 13th session that I thought was part of the 12 lesson package. Wham, another extra charge without warning.

On membership - asked that the last few weeks of my yearly membership be put on hold until after surgery. It was, but my come back date changed, as I was able to come back a week earlier, so they charged me an addiltional $38 for one week, rather than adjusting my cancellation date and not charging me. I find their customer service being more about collecting the money than helping out a customer.

Beautiful club, but I would never join again. Nor recommend it to anyone else, especially for anyone over 50.

Review: I would like my and my partner's monthly membership reinstated at the monthly cost, without any initiation fee (since we previously paid the fee) AND I do not want to be required to enter in to a one year contract. I wish to reinstate the membership because I just had major surgery and require the use of a pool for my rehabilitation. (My partner's membership similarly needs to be reinstated since often she will be required to accompany me to the gym.)

My partner and I previously had been members in good standing at Equinox. However, several years ago I discontinued my membership because I contracted a serious foot fungus at the gym due to the unsanitary conditions in the men's locker room at the facility at [redacted]. Indeed, the condition was so severe that it resulted in my hospitalization at Lenox Hill Hospital in NYC.

Two weeks ago I underwent [redacted] and my doctor told me that, if it was possible, I should find a pool to exercise since this will greatly assist me in my recovery. As a result, I went back to Equinox and spoke with [redacted] to see if my and my partners membership could be reinstated at the regularly monthly rate for a period of 3-4 months. Indeed, I even offered to pay the monthly charges in full and in advance.

[redacted] says that he is unable to make any accommodation whatsoever. [redacted] said my partner and I could either agree to reinstate our membership for a full year or else agree to pay a substantially higher monthly rate and fee for a 3 month temporary membership.

As a recent cancer patient who is just beginning his recovery, I consider this treatment not only outrageous but totally inexcusable.

I am hoping that you will be able to prevail on Equinox to resolve this situation to my benefit since I need access to the pool at the facility on [redacted]. (Because my rehabilitation is critical, I am proposing to sign up for the temporary membership under protest, with a view to being reimbursed and having both my any my partner's membership reinstated at the regular monthly rate without the one year contract.)

Thank you.

[redacted]Desired Settlement: For the reasons stated above, because, in order to recover from [redacted] I require use of the pool at the Equinox location at [redacted], I would like to have my membership and my partner's Equinox membership reinstated on a monthly basis for a period of 3-4 months without being subjected to another initiation fee or being required to sign a one year contract.

Consumer

Response:

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

I would please like you to follow-up with Equinox.

Thank you.

Sincerely,

Review: What follows is an account of an incident that occurred at the [redacted] location on Tuesday evening, June ** 2013. My colleague was with me when the incident happened, has read this note and has confirmed to me that it is an accurate account as to the parts she witnessed. I want to say first of all that the outcome I want is to be reinstated as a member. My Equinox membership is very valuable to me. When I moved to the city from Toronto in September, 2012, I joined Equinox because your company had bought The Yorkville Club in Toronto, which had been my home club for nearly 8 years. Although I intend never go back to the [redacted] club and apart from what happened there, I love Equinox and have been the club’s greatest advocate – actively recruiting my friends and colleagues to join. The club is also a big part of my social network here in New York, as I have made friends with other members and staff, including instructors, front desk associates, trainers and others at the various locations. I went to the [redacted] club Tuesday afternoon at around 3pm to drop off my purse. I planned to return for the 6:30pm yoga class. The front desk associate mentioned that she would like to have a photo for my account. I replied that I would get one taken from my home gym the next day at a more convenient time as I was heading back to the office. There was no further discussion. I put my belongings in a locker and left. I returned for the yoga class around 6pm with my colleague, who as mentioned I had invited to try the club as my guest. I went to sign in. The gentleman at the front desk swiped my pass, and then informed me that the club needed a picture of me for the account. I replied that I had been told that earlier in the day and that I would get my picture taken at my home club the next day. I have been using the Equinox clubs around the city for close to 10 months, and this was the first time anyone had asked me for my picture. I was with a friend and wanted to change and get to the class. My friend also needed to buy workout clothes from the Equinox shop for the class. I turned to go to the change room. I was very much surprised when the gentleman and another, bigger guy, who I believe is the front desk manager (I believe his name is [redacted]), moved to block my way. They began demanding to see photo ID in what I perceived to be a confrontational, aggressive, and frankly very intimidating way. There were a large number of staff members at the desk and in front of me. [redacted] seemed to come out of nowhere, and was demanding to see photo ID and threatening to call security. I explained that my ID was in my locker, and asked if I could retrieve it. I used a curse word, because I was surprised, confused, and felt very threatened. I am a regular at Equinox and have never ever been treated this way, much less told I would need a security escort to retrieve my ID in order to confirm my identity at a club that I feel is like home. Especially in front of a guest who I had brought to show the club to. When [redacted] heard me swear, he started waving his arms and saying that I had taken the discourse to another level. I immediately apologized and said that that wasn’t my intention. I tried to explain that I had sworn out of frustration, but he started to cut me off and demanded my ID again: he needed to confirm my identity as a security measure to protect the other club members. I remembered I had my work ID badge on my skirt, and so pulled it out to show him, stating “see, lawyer, dangerous” as a way of indicating that I was a professional and in no way the threat to the club or the members that he was somehow trying to portray me as. [redacted], along with the front desk associate and other staff started jeering and laughing at me. I was humiliated. These were people in authority and frankly I cannot imagine them treating a male lawyer in that way. I thought that having shown them photo ID for all practical purposes the matter was resolved. I went to talk to my colleague at the shop a few feet away. [redacted] bought her clothes (for the express purpose of taking the class with me) and I returned to the front desk to sign her in as a guest. As I handed the front desk associate my pass, I mentioned that I had brought my friend as a guest, stating that “there was no need to be an [redacted] as I felt the manner in which he had treated me reflected very badly on the club. The front desk associate took my pass, and informed me that the club had decided to “house cancel” my membership. I asked him to explain. He said that the club had decided to terminate my membership effective immediately, and that I needed to collect my belongings and leave, and that security would escort me to the change room to do so. This seemed to me an extreme, arbitrary and entirely disproportionate response to what had happened. I immediately said that I apologized if he thought that I had shown any disrespect. I asked him to explain the decision, and what measures could be taken to resolve the situation. [redacted] again interposed, cutting me off and saying “it’s been done” “there’s nothing to discuss” and “I’m busy and don’t have time to talk about this – too bad”. I asked if we could speak somewhere more private. We were at the front of the club and I was feeling very embarrassed and didn’t want there to be a scene. I started to cry. I asked to use the phone to call my home club and was told that the phone was off-limits to me. I felt so dehumanized by the way I was being treated. [redacted] refused to tell me his name, and kept cutting me off when I tried to explain and apologize. He stated that I needed to be taught a lesson, because “in life there are consequences” and that “if I were a member of his staff he would fire me”. He kept looking at his watch, as though he were too busy to discuss the decision. I am so astounded that what had been a minor exchange with one of the club’s employees was escalated to such an extreme level, especially in front of my colleague who I had invited as a guest to the club. Every effort I made to diffuse the situation was cut off. I was threatened, bullied, and humiliated. I do not think it is any part of Equinox's staff's job to "teach me a lesson". I had a right of entry as a paying member of the club. I presented my pass to enter and presented photo ID when it was asked of me. I cursed because I felt confronted and under attack. I am a regular at a number of the clubs and have interacted with dozens if not hundreds of Equinox employees without any incident. Any one of them can vouch for my character and demeanor in the club. I have never spoken to anyone without the utmost consideration, professionalism and respect. My colleague will swear an affidavit as to the events she witnessed. I also understand there is video surveillance and so there should be a video recording of the incident. I have exhausted internal avenues of resolving the issue. I would appreciate anything the Revdex.com can do to help me get my membership reinstated. I also hope that no one, especially no woman member, will ever have to experience the deeply humiliating, authoritarian and bullying treatment I received Tuesday evening from the club's employees. Please let me know any questions. Thank you.Desired Settlement: Membership reinstatement

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Equinox Fitness Club (All NYC Locations) has been resolved.

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

Sincerely,

Review: When I signed up for equinox, I specifically asked [redacted], the [redacted], when discussing the terms of the contract if I would be able to cancel my membership at any time and she confirmed that I could do so without any difficulty. Because of the high pressure the [redacted] put on me, I did not have an opportunity to properly look over the terms of the contract to see if it was consistent with what she was telling me. As of last week I have tried to cancel membership multiple times, three through member services, and two with the [redacted] of the location on [redacted], and I have been told that I am under a contract and cannot cancel because of the terms of the contract. The membership service and [redacted] used very ambiguous language making it seem difficult to make sure my membership is cancelled like telling me to go in to the [redacted] location and personally and sign a form that they didn't provide me with when I did so and told me I needed to come back in forty five days to fill it out, after which I spoke with another manager on the phone and he told me that I should have already filled out this form. I don't know what to do to stop them from billing me for their services, I just want them to cancel my membership without paying the 450.00 dollar fine that they only now mentioned.Desired Settlement: Cancellation of Membership

Business

Response:

Hello,

The management from the [redacted] location are now assisting [redacted] with cancellation of his membership for relocation with June [redacted] as date of notice.

New Equinox members sign up for a 12 month obligation after which they may cancel at any time with 45 day notice. New members within their first year of obligation may cancel for medical reasons

(with a doctor's note), relocation (with proof of a move 25 miles away from their home location) or job loss (with documentation).

We apologize to [redacted] for any confusion with the cancellation policy. Members can access copies of their membership agreements at any time by requesting from the club or from Member Services.

For further questions/concerns, please contact me at [redacted] or ###-###-####.

Best regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

These are not the terms I agreed to when I signed up, I would not have signed the contract had I known that I could not cancel at any time. I specifically asked [redacted] if I could cancel at any time and she told me I could, this is very unfair that you are not understanding of this, I should be able to cancel my membership because I was told I could do so without having to provide any proof of anything, I do not have the time to litigate your terms and conditions, I am a student and very busy and cannot afford to continue paying for a membership I do not use. It is unfair to expect someone to have read and umderstood all the conditions provided in your contract, excuse me for not being able to afford to have an attorney present at the signing of this contract. I mistakenly assumed I could trust your sales rep to inform me of what I needed to know.

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

Sincerely,

Review: I was a member of Sports Club LA, and this company was purchased/renamed Equinox a few months ago. In spring 2015, I decided I did not want to continue my membership with Equinox. My VISA number was also changed by my bank at that time, and so my auto-payments no longer went through when Equinox attempted to bill me. (So from Equinox's perspective, I had not paid my May 2015 membership fee.) Over the course of about 2 weeks, I contacted the company 6 times by email, attempting to terminate my membership. (Contact dates were 5/**, 6/*, 6/*, 6/*, 6/*, and 6/**.) Only on the 6th contact (6/**/15) did a representative tell me that I was required to terminate my membership in person at their offices. I went to their offices that day to terminate my plan. Upon signing my termination form, I was clear that I did not believe I should be charged for 2 months' of membership, and was advised they would "look into this," but that they had to charge me for two full months in order to initially process my termination. I stated repeatedly that I had never directly entered a contract with Equinox (I was grandfathered over), and that I had never been informed of their apparent in-person termination requirement until 6/**/15, the day that I arrived in-person to terminate my membership. Equinox contends that my membership can only be cancelled effective 7/**/15, since they get 30 days after I arrive to their offices in-person to terminate. I do not believe that Equinox has any justification for holding me to this in-person policy, since they never advised me of it--and I frankly never entered into an agreement with them, so have no documents to refer back to! I have since followed up with Equinox 4 times, to ask about the status of my refund, and have yet to receive any substantive answer. (Follow up attempts occurred on 6/**, 6/**, 6/**, and 7/*.) Having made a total of 10 attempts to resolve this with Equinox now, I feel that I have no other choice but to file this complaint.Desired Settlement: Equinox needs to refund me a full month or more of membership fees. Their refund should go back to the date I requested termination in writing, rather than the date I went to their office in-person to terminate. Equinox has no grounds to require me to terminate in person only, if they have never told me this was their policy, and I never agreed to it!

Review: When I was being sold the membership, I was given a card listing all the new member benefits. One of which was 2 one-week trial memberships. There isn't any fine print on this card stating any exclusions or an asterisk leading to another document to read any exclusions. After I signed up, I asked to use one of these trial memberships for a friend and was told that they don't work on the weekend or holiday. At this point I would have to buy a day pass to get my friend into the gym. I was never told about this exclusion when being sold the membership and the literature clearly states one-week not one weekday week. I work in retail advertising and I know for a fact that this kind of advertising is illegal and manipulative. This also goes for their one-day guest passes.Desired Settlement: I want them to give me what was promised when I signed up to this very expensive gym. My friend already missing enjoying this perk over the holiday weekend and I would like her to be able to go back as soon as possible a following weekend.

Review: Equinox has been charging two memberships to my account since January *, 2013. One charge has appeared each month for my membership and another for another unknown member. After investigating the charges with Equinox's member services, they determined that another member, [redacted] took my lost debit card and input the information into his account online. I never authorized Equinox to charge me for this other member's account, I never signed anything agreeing to the charges, and they are 100% unauthorized. I've tried to work with member services and the local Equinox branch on having [redacted]'s charges removed from my account and Equinox has been refused to refund those charges. The local manager at the[redacted] location told me over the phone he wouldn't refund my money unless he could collect from [redacted]. That is so ridiculous! Equinox needs to refund the fraudulent charges to me and go after [redacted] on their own using collections or whatever other means are necessary. This, quite frankly, has nothing to do with me and I should not be subject to lose $755 ($151 x 5 months) that I never agreed to or authorized. I submitted chargebacks for 3 of the months and they are still pending review so they are not finalized yet. The additional 2 months the bank was not able to challenge because they are too far back. I am very upset and disappointed that Equinox would treat me this way, after I've been a loyal customer and have spent thousands of dollars more in Personal Training packages. I also emailed Member Services what had happened and asked them to rectify the matter and they are no long responding to my emails. This is very unprofessional.Desired Settlement: Refund me $755 ($151 x 5 months) and apologize for how you treated me. If my chargebacks of of $453 finalize and stand, then I would like a refund of the remaining $302 and an apology.

Review: I am writing to request that a medical freeze be placed on my account and to express my concerns about Equinox's failure to contact me to date despite my previous attempts to have this done.

I have been an Equinox member since April *, 2015. I upgraded my membership to "destination" status in May 2015, and my membership is set to expire on April *, 2016. I have called Equinox (member services as well as the corporate office) three times within the past 3 weeks and requested that a medical freeze be placed on my account. As explained during those phone calls, I was diagnosed with [redacted] in December 2015, and I underwent a [redacted] and [redacted] on February *, 2016 followed by a re-excision on February **, 2016. As of today, my account appears to be active. Nothing in my online profile indicates that a medical freeze is in effect, and I am still awaiting a phone call from an Equinox representative.

Simply put, I presently have physical limitations that prevent me from utilizing my gym membership. What's more is that I have the documentation to prove it. Unfortunately, three telephone calls to Equinox have yet to result in a freeze on my account.

The first time I attempted to freeze my account was on 2/**/2016 when I called Equinox's customer service number and selected the option to be transferred to member services. The member services representative I talked to told me that I could freeze my account online. The representative said that the option for freezing my account could be found on my "account" page on Equinox's website. Unfortunately, no such option exists. I wasted time scouring that page over and over, assuming I was missing something, until I finally called Equinox back a few days later.

On 2/**/2016 I decided to call the corporate office directly. Unfortunately, that made no difference. The person who answered the phone at the corporate office told me that I would have to hang up and call member services yet a second time because she couldn't assist me.

I dialed member services just minutes later, and the representative I talked to told me that I could freeze my account online. I told her that I had not been able to do so given that no such option exists on my "account" page, and I suggested that it might have something to do with the fact that I have a corporate membership (I signed up for my destination membership through my previous employer). At that point the representative placed me on hold to gather more information. When she returned to the line, the representative said that the absence of the option to freeze my account online indeed had something to do with my membership being a "corporate" one, and she said that I would first have to speak with the manager of my "home club" which is the "[redacted]" club located in New York City. The representative said that she was submitting a request on my behalf. She noted that Equinox allows its location managers up to 48 hours to get back to members. Almost two weeks later, I still haven't received a call nor e-mail.

I should note that each and every Equinox representative I've talked to was informed about my health issues (the [redacted] and surgeries), and while everyone was perfectly pleasant and professional, my account nonetheless remains active.

A [redacted] diagnosis is devastating and requires a great deal of time and energy that's dedicated to coping with the news, visiting different doctors, having different tests run, and scheduling and preparing for surgery and recovery among other things. Given all that's going on with my health right now, I do not have the time nor energy to waste on repeated attempts to freeze my Equinox membership. The telephone calls, transfers, holds and repeated explanations are just all too taxing. At a time when my focus should be on healing, I really don't need to be worried that my gym membership -- something I will definitely need and something that will be of the utmost importance to my health once I am physically able again -- will expire before I am able to utilize it.

Given that three phone calls to Equinox were not sufficient to effect the medical freeze I need, I've decided to submit this complaint to the Revdex.com. I think it's simply unacceptable that a company dedicated to fitness and health would make it so difficult for someone diagnosed with [redacted] to place a medical freeze on her account. Something like this shouldn't take multiple phone calls to achieve, especially when you consider the high cost (over $3,000) of a yearly Equinox destination membership.

I am submitting this complaint with the sincere hope that it will bring to Equinox's attention the issues I've faced while trying to place a freeze on my account, and with the hope that the company will find a way to streamline the medical freeze process for corporate members so that others won't have to encounter the same issues going forward. Additionally, I would like Equinox to place a medical freeze on my account, and I would like that freeze to be retroactive to at least the date of my first phone call, if not the date of my first surgery.Desired Settlement: I would like Equinox to place a medical freeze on my account, and I would like that freeze to be retroactive to at least the date of my first phone call, if not the date of my first surgery.

Consumer

Response:

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

Review: I signed up for an Equinox corporate membership through my employer, American Express. Before doing so, I corresponded with an Equinox "membership adviser" (essentially just a sales representative), who assured me, in writing (which I have saved and shared with Equinox), that I could cancel my membership at any time. I'm currently trying to cancel my membership, but Equinox refuses to honor the "cancel anytime" guarantee I received prior to joining their gym. They instead have already charged me for the next month's services (even though it isn't the next month) and refuse to refund me the amount. They insist that there's a 45 day cancellation period, despite being shown the promise I was given before signing up.Desired Settlement: I would like to have my membership cancelled and my credit card refunded the amount of that was billed for next month.

Review: I have been a member at Equinox for 2+ years. Due to a significant injury on my foot (as well as many complaints about the gym itself) I decided to freeze my membership for a few months while I recovered, and then decided if I want to stay as a member. Conveniently for Equinox there was a computer error and my account freeze was never initiated and I have now been charged for the last 4 months despite not setting foot in the gym once (to use the gym). I have 50+ emails from the start of September until the middle of January with various managers asking to cancel my account. If I was lucky enough to get a reply, it would come a week later. When I called the gym the manager was conveniently never available. I stopped by once to ask for a copy of my contract which wasn't available either nor was Assistant General Manager [redacted] who was out to lunch at 4PM and I was told I needed to come back with a verified letter which makes absolutely no sense. This is one of the most deceptive companies out there!

I have never felt so unwelcome and treated so poorly a place that is supposed to be a community. I should add that in my first year I spent an exuberant amount of money on person trainer and have continued to spend on average $500 or more every month at the Spa up to and including this month because of the great service I receive there. I even mentioned this to [redacted] because despite not being able to use the facilities and wanting to cancel (because of this nightmare they put me through) I still planned on using the spa services which were 3x more than my monthly membership, but clearly this is not a well run company.

In addition, the staff were not very friendly, I had to wait an absurd amount of time for equipment, I was offered steroids by other members on more than one occasion, and felt sexually harassed by other male members in the locker room.Desired Settlement: I would like to cancel or freeze (due to injury) my account dating back to September and be refunded for the charges on 09/**/2013, 10/**/2013, 11/**/2013, and 12/**/2013.

Review: I've been overcharged. I called and spoke to someone who promised to look into the matter and get back to me and have not heard back. I wrote a letter and have not received a reponse. There are two issues. The first is that my account was overcharged on ** May. The second is that some months ago, I switched locations from Tribeca to Brooklyn Heights and was charged for locker services at both locations. I apologize, but I do not have exact dates of my calls and contacts with the gym staff regarding this matter. Equinox is usually good about customer service and I did not expect that I was going to need that information. I wrote the letter to member services on the [redacted] of this month.Desired Settlement: I'd like the billing errors corrected.

Consumer

Response:

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

Review: I belong to the Equinox gym which is located in Beverly Hills, Ca. I have been a member for a at least as long as they have bought out Sports Club L.A. which I believe has been about 4 to 5 years now. This past year has been a disaster as far as finding not one towel to be found in the men's locker room. This is now the 3rd time if not the 4th, I can't remember how many times I have brought this up to their attention already but I can tell you, for the $185-dollars a month, this over rated Equinox is not holding up to their "we can do better". I have heard that so many times already only to be disappointed again and again and again. They all have the same line, which I guess it is something they have to remember when they get hired and they have failed at keeping up on things, "we can do better". I have heard that enough times, just don't tell me that any more, just do it. After the dust settles it's back to the same [redacted]. and other things with [redacted] left in pockets of machines like those wipe clean cloths and other [redacted] and again it's o.k. for a week or two and then back to the [redacted]. once again. Nobody wants to stay on top of their position that they have been hired for. They want to just walk around talk to each other and not inspect things or do anything. I should be getting their pay for how many times I have mentioned this over the last 9 months. and I am getting sick of the lousy workmanship that I am paying for. Do the job or leave and go somewhere else. Equinox is not this high society place they make themselves out to be. They fall seriously short of their high quality lip service that they try to sell you.Desired Settlement: No that this is 3 or 4 times already mentioning the same thing over and over and over again. I should be getting a free membership. Why does a member like me have to do someone else's job for the past 9 months and I am paying for that. They should be paying me. Where are the people that should be constantly checking and rechecking for what they were hired to do. They should be paying me over the last 9 months. So where is my reimbursement?????

Consumer

Response:

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

Review: I had signed up for personal training sessions and made an agreement with a trainer that I would be charged $1200 for 12 sessions and that he would train me an extra 3 sessions for showing my dedication ($1200 for 15 sessions), later on a friend of mine signed up with the same deal with the trainer and because I had referred my friend to the trainer and she did sign up with him he promised me another free session (total of 4 extra sessions)As we where approaching the end of our sessions, the trainer had told me that I am running out of sessions and asked if he should charge the same card, I had told him no do not charge it I can not afford it at this time, when our sessions are done that is it.The after he had informed me, we trained for the 4 free sessions and I told him that was it.The trainer had gone behind my back and charged my card for $1320 (I never agreed or signed to these charges) the trainer had marked my 4 free sessions as part of the new package of sessions, trapping me into more sessions.I tried to fight to get my money back, they refunded me $880 but are refusing to return the restDesired Settlement: DesiredSettlementID: Refund To be refunded the remainder $440.