Equinox Fitness Club

Review: I purchased a membership to Equinox's Brooklyn Heights location for my girlfriend [redacted]. Our membership advisor, [redacted], mentioned a 12-month membership with an option to freeze the contract for up to 3 months out of the year. Freezing means paying a lower rate ($30), instead of the usual rate, $151, and the member does not have access to the gym during that period.

When I asked whether those 3 months could be during the 12-month contract, [redacted] said yes. We have tried to exercise that option, but [redacted], Equinox's current manager, insists that the lower rate is only available after the 12-month contract is complete, i.e, months 13, 14, and 15. I believe this is deceptive advertising. [redacted] no longer works in the Brooklyn Heights location.Desired Settlement: I would like the freeze period to being immediately, for 3 of the 12 months to be a freeze, and the contract to terminate at that point.

Business

Response:

Dear [redacted],

Review: I am permanently relocating from New York during the week starting Dec. ** and have been trying to cancel my Equinox gym membership for the last 2 months. I notified Equinox about my relocation end of October and/or early November, and I have signed a cancelation form. This request for cancelation was not processed for the last 2 months and is not even in pending status right now - I have no idea why, and I am getting desperate to cancel my membership.

[redacted] (assistant general manager at **&[redacted] location) would provide oral guaranty that my membership is cancelled (and was even nice enough to offer me 1 complimentary day for free - Jan. 1, 2014 even though he is aware that I am relocating this week), but would not provide me anything in writing. His statements are inconsistent and different every time I request him to cancel my membership.

It appears the undue delay is caused by desire to charge me fee for additional months after I relocate and unable to use gym no more. I would be happy if I am wrong.

The reason I am contacting Revdex.com is because Equinox employees (namely [redacted]) refuse to process my cancelation request for the last 2 months, and all my efforts to cancel were fruitless so far. Therefore, I am contacting Revdex.com as a last resort to help me with membership cancelation.

I communicated with [redacted] about cancelation on multiple occasions over email (at least 4-5 of them end of October and/or early november), over the phone and made multiple in-person requests for cancellation at [redacted]. I filled cancelation request form and submitted a proof or relocation as well. Additionally, my 1 year contract is getting expired next week, and I informed [redacted] multiple times that I am not extending my membership due to my relocation (although I don't even need to specify reason, mere desire to cancel should be sufficient).

My membership is still not cancelled, and there is still no note on my file about my cancelation or relocation. Moreover, yesterday (Dec. **, 2013) [redacted] told me that he has no cancellation request from me, and asked me for my copy. Although I have a copy of my cancelation request form - I see no point to provide it to him because he lies all the time, and gives me conflicting information about my membership and its cancelation. Moreover, I see no point to communicate directly with [redacted] again and therefore I decided to reach out to Revdex.com directly.

I am very concerned about canceling my gym membership next week because I don't want to pay for the time when I am physically unable to use Equinox facility (plus: my contract expires; plus: I requested cancellation about 2 months ago!)

Please kindly assist me with canceling Equinox membership.

Thank you, and happy holidays.Desired Settlement: I would like to receive a confirmation that my membership is cancelled after 1 year membership period is completed on 12/**/2013 (due to relocation), as specified in original contract.

And I would like to get a written assurance that I am not going to be billed for any period outside of contractual period, namely - I would not get billed for the month of January 2014.

[redacted] orally provided me such assurance, but would not provide me anything in writing.

Thank you, and best regards.

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,

From: Antonina [mailto:[email protected]]

Sent: Tuesday, December 17, 2013 12:21 PM

To: Complaints

Subject: Re: You have a new message from the New York Revdex.com. Complaint # [redacted]

The issue is resolved.

Thank you so much!

Antonina Hamid

Review: I am disappointed with Equinox's iPhone app - there are always issues connecting and I was stopped many times because Equinox failed to add a popup for my account. When I first had my membership the phone app didn't work at all for the first week because Equinox was either too lazy or incompetent to fix the issue that I asked multiple times about. The staff is either too occupied to care or the iPhone software is not really meant for everyday usage because it has all these problems.Desired Settlement: I never took the one week trial for Equinox. I think for all the frustration that I had to go through with this app and waiting for the staff to look up my address or explaining that my membership was still valid has been an extreme waste of time. I would like a one week credit for my trouble.

Business

Response:

Dear Dispute Resolution Services,

We understand the member feels that the issue they were experiencing was not resolved in a timely manner. Without knowing the exact cause of the malfunction we cannot comment on why it took the amount of time it did to resolve the issue. However, as a customer service gesture we have placed one free PT session and one free Equifit into the member's account.

We do know that the MYEQ App does experience issues as any other App might but these issues do not occur often. Some reasons why the App may not work properly include but are not limited to; the member does not have adequate cell service, the member's electronic device is not linked to the club's Wi-Fi network, the App may not work if it did not download properly on to the electronic device, etc.

We thank the member for their feedback and hope they enjoy the rest of their Equinox Experience!

In good health,

Team Lead, Member Services

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:

It was not a wifi issue - the front desk said that the employees didn't put the pop up box up and the systems are down more frequently than your clients would like.

Your offer is only to upsell me for personal training which I am not interested in- I already took the training.

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

Sincerely,

Review: Been a member since 2008. Its gone downhill. Twice before I stepped in feces in the women's showers; so, I don't shower there, haven't/won't in 4 years; the female locker rooms are unsanitary and disgusting. In February 2013 they upgraded me to Executive Women's Locker Room privileges on a trial basis - I asked them to - it was either that or quit the club -- the locker rooms are very unsanitary; there is even urine in the steam room; other members have taken unsolicited photos and videos of me on their I-phones, at least 3 times; I complained and requested that they put a sign up "reminding people that this was not permissible", even though it's in the "fine print" of their contracts. but, yet, no sign, and it continues. It's infuriating to work so hard all week, and to go to an expensive gym as a place of "refuge" to recharge and refuel, and have to be subjected to this **. There is an annex to the exec locker room specifically delimitated "Women's relaxation room" After taking a steam, I go there to relax in a towel or robe; at least 4 times, male locker room attendees from the male locker room have gone in there to "chill" There are no security cameras in there. WHY? It's part of the women's room, w/ a reasonable expectation of privacy; supposed to be a safe place to hang out in a towel or bathrobe; not a place for females to hang out in their bath robes with the male workers; the only places in the club without security cameras are the areas specifically designated from disrobing and privacy. I complained to two of the women employees/managers discreetly in May --- asking them to perhaps discreetly talk with staff who "might not know better" .. it wasn't my intention to get anyone fired; maybe they really are that ignorant? I don't care how they deal with it - I just want to feel safe; nothing was done; It again happened today - for the fifth time; I was relaxing in a towel, some male worker came in, about to sit and chill, saw me, I flipped and he left; and said "oh, I'm sorry, I didn't think anyone was in here" ... and he left . they obviously KNOW it is not for them -- it is not their relaxation room ... male locker room attendees on duty; Someone could get attacked, or worse. It's totally unsafe. it is an annex to the women's locker room!!! There are no security cameras in there because it is reasonable for women to be in there in a towel, bathrobe or naked ... otherwise there would be security cameras! that's the only place they don't have them. I have barely been to the gym all year; its not managed for the safety of the members; I want my money back and am totally disgusted. I haven't been able to use it for what I paid for, and I am not comfortable there. Yet, today when I complained ... what did they say ... "well, we did upgrade to exec; we let you use exec ... you are going to have to make a decision as to whether you want to upgrade, e.g., pay more" .... I am complaining for the fifth time about men strolling into the women's locker room as a place for them to hide out during working hours and they are trying to get more money out of me? Could you imagine what would happened if someone were attacked in there? I am disgusted and want my money back for at least the past yearDesired Settlement: A complete refund for at least the past twelve months including the initiation fee

Business

Response:

Dear [redacted]:

I am responding to the complaint given by our Member [redacted]. We will not refund [redacted] because we have tried multiple times to work with her by providing her complimentary upgrades to her account and listening to her concerns as indicated below. In addition, a refund is not warranted because [redacted] used the Club nearly every day over the past year as indicated by the attached attendance list.

Over the past couple of years we have tried to resolve [redacted]'s issues but she never wants to give us any specific details. As a courtesy to [redacted], we offered her a complimentary upgrade to our Executive Locker Room for the month of April 2013. [redacted] utilized the Executive Locker Room and continued to do so beyond the month of April with no additional charge to her membership. [redacted] has elected to cancel her membership effective August 2013 and as an additional courtesy we have waived the

$160/month difference in membership fees for the Executive upgrade. This amounted to an $800 value to [redacted].

In response to the issue she Is referring to regarding our relaxation rooms, these rooms were designed to be the relaxation rooms for a spa that we previously had. These rooms are not an area specific to gender and Executive Members utilize the space for quiet time. There is an access door from each of the Executive Locker Rooms (male and female) as well as an additional entrance that can be accessed in the main hallway. The male and female attendants will service the relaxation areas during their locker room rounds. This room is an additional benefit to all Executive Members and this was clearly explained to [redacted].

W1th regards to her claims of the showers and steam rooms, we have locker room attendants who are scheduled to be in the locker rooms from open to close and whose duties are to clean, maintain and sanitize these areas. Not once has [redacted] submitted any type of written or verbal complaint pertaining to her recent alleged claims.

Additionally, there is a scheduled manager on duty from open to close to speak to Members about any concerns and any concerns of this nature would have been documented as per our standard practice.

Should you require additional information, please contact our Club at ###-###-####.

Sincerely, [redacted]

Review: Before I joined, in March, 2015, I was told by a membership salesperson that job loss constitutes a reason to cancel. There is no disclosure in the contract one way or another about cancelling due to job loss within one year. The agreement was by world of mouth. I sent a form to the advisor with the exact terms of my job contract, which would be up by September 2015. The advisor said that what I sent her was suitable for cancellation in September and that she had forwarded the email to her boss, who had no issues cancelling my membership in September. She said 90 days notice was required to remind him to cancel the membership. I gave the club 90 days notice of cancelling and the manager never responded to my calls, and I was told he was absent during normal working hours and evenings at the Equinox location where I registered.Desired Settlement: I believe it is only fair for me to have my membership cancelled and have a billing adjustment for the dues I have paid after my job contract ended ($160/month x 6 months = $960).

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.)I was satisfied with the resolution. I am hopeful that future customers experience honest and fair treatment by all staff.Sincerely,**

Review: When I signed up for the Equinox gym membership I was told that I could cancel the membership at any time with little difficulty. I specifically asked that question and told that should I need to cancel I would not face any issue. I called customer service today to try to cancel the membership and was told that no means could I cancel until one year is up. I tried to read the contract during my sign up meeting but was faced with high pressure sales which gave me no time to fully read and understand the contract.Desired Settlement: I want the contract to be ended.

Consumer

Response:

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

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

Sincerely,

Review: My membership with the health club began in June 2012. At the time, I was prepared to join the club for a year and when enrolling, had a agreed to a term of 1 year. When I enrolled, I scheduled a reminder to "terminate gym membership" on my calendar and when the reminder alerted me, I called the gym to terminate my membership. After speaking with the gentlemen I spoke with at the front desk about my desire to terminate, he stated that no further action was needed on my part since I had a 1 year membership. At that point, I considered the matter closed. This afternoon, I was surprised to discover a charge for $156 for gym membership. When I called the gym to inquire about the nature of the charge, the representative who answered informed me that I needed to terminate, in writing, in person, 45 days prior to my desired termination date. I requested to speak to the manager, and was connected with [redacted], who echoed this position. Had I received the proper feedback to my inquiry when I made the initial call, I could have avoided having to contend with a unexpected $156 charge to my credit card. At first, I believed this to be a simple error by a staffer, but based on comments from other past members online, I suspect I was deliberately mislead. To avoid any further charges, I signed a "termination agreement" based on the promise that no further charges would be assessed.Desired Settlement: I want a refund of the $156 for the additional month charged.

Consumer

Response:

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

Sincerely,

Review: I joined Equinox gym using a corporate rate through my place of business, Memorial Sloan Kettering Cancer Center (MSKCC) in May. I had two issues before today. I was told my rate would be $145/month to join (at the [redacted] location) under my corporate rate and that because my fiance and I were joining together we could refer each other and each get a $150 referral credit each. A week later I was told that my rate was no good and I would not be allowed in the [redacted] location unless I wanted to pay $188/month instead. I argued with them and got my MSKCC representative from Equinox involved and was able to straighten it out despite terrible customer service on the [redacted] Equinox side. Then I was told I wouldn't be getting the $150 referral fee I was promised. I had to argue that as well and to their credit the [redacted] Equinox gave in eventually and supplied me with the credit. Now today I receive the following email from them: "Dear [redacted], To preserve the member experience in our most popular clubs we are making changes that impact your current membership. Effective 9/*, the following clubs will now be excluded from our Corporate Access option: [redacted]., [redacted]., [redacted]., [redacted]., [redacted]., and [redacted]. While we are removing some locations, our successful expansion allows us to add several new clubs including [redacted], **, [redacted], ** and our newest international location, [redacted]. If you do not plan on visiting any of the excluded locations listed above, no action is required. If you would like continued access to one or more of the newly excluded clubs, we invite you to upgrade to All Access prior to 7/**/13. Simply follow the link below to select your preferred membership option. [redacted] Should you have any questions, please contact [redacted] In good health, [redacted] Vice President Sales" So basically Equinox is telling me I can't use any of the clubs around me (actually, almost ALL of the clubs in NYC) unless I want to upgrade my membership and pay $50 more per month. Please note I had also purchased non-refundable private trainer lessons at that location and since I can't use any of the clubs near me I'm not sure how I'm supposed to "cash in" those lessons that I've had to prepay for. What exactly does "to preserve the member experience" mean? How does that explain their wanting $50 more per month? Also, they are giving me only FOUR days (till 7/**) to change my membership? I'm not sure how that is legal! Nor do I think it's legal that they have corporate agreements with companies and then email members directly with a change and do not involve the companies the corporate agreements are through (in my case, MSKCC).Desired Settlement: They honor the commitment to our corporate membership rate.

Business

Response:

Dear [redacted],

We have reviewed the Customer Complaint in detail and have responded accordingly to the concerns. We do reserve the right to make any changes to a membership class or remove a membership class all together. With that said, we always make these decisions with our member's best interest in mind. The usage in the clubs has increased. We've found that some clubs are nearing a capacity that would eventually impact the member's experience. We're discontinuing the Corporate Access option to limit access to these locations.

Equinox has 19 facilities in NYC and 5 facilities are now excluded from our Corporate Access option. They include: [redacted], and [redacted]. We have offered other membership class options for the members affected by this decision so they may still access the affected locations if they so choose. The member may transfer to a separate location unaffected by the change, upgrade to allow them access to the locations affected by the removal of Corporate Access, or downgrade their membership class allowing them access to one select location.

In good health,

Consumer

Response:

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services,

We notified all companies of the change to the Corporate Access class during the week of 7/*/13, explaining how it would impact their employees. We do retain the right to change our membership options in the agreements we have with these companies. We then notified all the employees who were Corporate Access members, sending a notification email on 7/**. This email informed them of the upcoming change to their membership class and that it would be effective 9/*/13. In the notification email,we gave the members the option to retain the Corporate Access class with the effective changes in place or they could upgrade/downgrade to another membership class. We then extended the effective date from 9/*/13 to 9/**/13, giving the members more time to make a decision on what membership class they would like to have going forward.

In good health,

Review: Equinox has improperly charged me membership fees since November 2013. This was brought to the attention of no fewer than 7 people (including front desk staff to relay messages to [redacted]s). I have been complaining monthly since December 2013.

I wrote the customer service representative who assisted me with my membership, [redacted] on 12/**/2013 to let him know that I just got my credit card statement and it looked like I was not billed for the hospital membership that he had told me I would receive. I never received a reply and found out later at the gym that he had been let go, thus my email went unread. So I was given the email for [redacted], whom I wrote on December **, 2013, explaining that I had not received the corporate membership rate. No response.

I went in again and left a message at the front desk for a membership [redacted] to please contact me and was contacted on 12/**/2013 by [redacted] (??) via telephone (still have the messages). [redacted] mentioned he was only able to reverse the fees once and that I needed to bring in my work badge and talk to the [redacted] to have future charges changed. I brought in my badge the next time I went to the gym and photocopies were made (again-first time was when I joined). The fees were credited one time.

In Februrary the fees were back to the previous charges (too high) and nobody had contacted me. I left another message at the front desk with no response. Later that month I was told to bring in a badge and a pay stub. So I did and they were photocopied and I was told an electronic copy was sent to the [redacted]. As my personal information is on the paystub, this was a little disturbing, but what was I going to do at that point. Still no contact.

In March, I spoke again with a [redacted] and wrote [redacted] by email again stating that the wrong membership fee was being charged. I was directed in the gym to a “[redacted]” who was there in person (did not get a name). I was told the reason I was not given the discount was because I "had not provided confirmation that I was a hospital employee." I explained this information had been given 3 times (counting on my initial sign up date). So I brought it in again. Shortly after that, the locker that I had been renting (paid on my credit card– have the statement), was cleared out. I immediately became angry since equinox was constantly screwing up billing and then not providing appropriate resolution. I cancelled the laundry service and locker service immediately as I was very angry at this point. I also complained as my Equinox account had said that I had personal training sessions remaining, and I was charged on March **, 2014. The email I received said “Your credit card on file was charged for a single personal training session on Mar **, 2014 06:30 PM because you did not have any sessions remaining in your account.” I have the screen shot several days later (March 30) that states I have 2 personal training sessions remaining. Later I was told that I was charged because I was a no-show. Nope. I have email and text messages to corroborate my account. In fact, at my appointment, my trainer and I had discussed how many training sessions I had left.

I finally called corporate and spoke with [redacted] on 4/*/2014. I was told she would contact me by the end of the day since I had gotten such a run around. Nope. I wrote her back on 4/*/2014, 4/*/2014, and 4/*/2014 with no response until 4/*/2014. She explained she had credited my April dues of $160 for the inconvenience and that she was looking into the situation regarding the personal training. From there it went downhill and I realized that the people in these positions did not have the capacity to understand simple billing issues. I was told several excuses including that I should have read my contract more carefully. As I remember, the service representative kept screwing up and the contract was re-printed more than 3 times, so by the end of the whole fiasco I was ready to get out of there and assumed he had it correct. Once I found the error I made immediate contact. I was told that I would not be refunded March locker and laundry since (because of THEIR ERROR), my locker charges were not charged for Jan and Feb. Again, not my problem. Not my job.

I finally was taken off exercise by my doctor and cancelled my membership on April **, 2014. On April **, 2014 my Citibank credit card was charged $244.44. I was told this was for May’s dues and locker fees.

I have quite frankly had enough and would like an outside set of eyes on this problem. I see by the previous dealings with the Revdex.com, Equinox has an "F" rating. I am not surprised.Desired Settlement: As of right now, I feel I am owed the following:

1. Refund of a personal training appointment - $120.00 charged 3/**/2014 ( I did my due diligence to make sure I had appointments remaining)

2. Membership due refund for Nov/Dec/Feb - $72.80 (difference of that charged from the fee I was promised)

3. May 2014 dues as I am no longer a member - $244.44

Total = $437.24

I have sent excel sheets, screen shots, emails, etc to the people I am forced to deal with at Equinox. Clearly they are not capable of understanding the math, the timeline, or concepts involved with billing credit cards. I have threatened to take this to the Revdex.com for over a month and that has not made them work any harder at resolving this. I am progressively losing my patience with these people. My last email to three employees ([redacted], and [redacted]) went completely unanswered. It is impossible for them to deal with billing issues and they lack the professionalism that it takes to handle people's personal information and money. I would caution anyone who allows Equinox to have free access to charging their credit cards.

The purchase price I have filled out on the following portion of this form demonstrates the money I had already spent at Equinox for membership fees and services (personal training, etc) versus the amount I am now disputing. It is about 6% of what I have spent.

Review: I have repeatedly tried to cancel my monthly billing membership and switch to a paid-in-advance membership.

Each time, I have been assured that it will be taken care of. Yet I continue to be billed on an automatic debit basis AND denied use of the facilities (even though the dues are paid a month in advance and I would have to be more than five weeks behind to be in arrears on the account).

I have been a member of Equinox, a membership gym, off and on since its founding by the Errico family. I usually pay the full year in advance. When I rejoined in 2012, I opted for one year of the monthly debit system instead. By the summer, I was being denied entrance to the club if the automatic debit was even one day late. At the time I offered to pay off the year and switch to another system. A membership advisor at Columbus Circle told me that I would have to "finish out" the year. I later found this information to be erroneous. Had he wanted to, he could have cancelled my membership with 45 day notice then and there and I could have resumed on a paid-in-advance basis.

Throughout the fall, on at least six occasions, I continued to be denied access to the club because my payment was often up to a week late.

When the year was up, I found myself still being billed. On December **, 2013, I met with a membership advisor who told me that there were no notes about me trying to cancel or letting the membership laps and that he could do nothing. I asked to speak to the club [redacted]. He reviewed the account and told me that he would handle the renewal himself. He told me that since I had already paid for December, I could end as of January **. He further notified me that for me to keep status as a renewal, paying in full would have to be done within 90 days.

He further told me that he would be working on [redacted]tmas Day and that, if I had any trouble trying to use the club, he would be there to see that I got in. I did have trouble, and he was there. I used the club on [redacted].

And I thought that was the end of it and prepared to write a renewal check.

On January **, 2014, I received an e-mail saying that my automatic debit for the January had not gone through. I called the corporate office and told them what had happened. (I have witnesses since I had to make the phone call from work.) I also sent an e-mail through the EQ system. I received no reply in the mail, through e-mail, or through a telephone call.

Today, January **, I called to check since no one had called me. I was told that there was no notice of me ever trying to cancel. I called the corporate office spoke to [redacted]. Called the Columbus Circle club (where I was given the wrong e-mail address for the [redacted]), and went to a nearby club at Rockefeller Center to look at the account and get the name of a [redacted] (the asst. [redacted] there, [redacted] Evenden was quite combative and claimed not to be able to find the e-mail address or spelling of a name of anyone in the corporate office) but even he saw notes on my account dating back to the summer. I then sent another round of e-mails outlining the problem.

The asst. [redacted] said that I still owed Equinox money and that she could not begin to cancel my account until I had paid. I pointed out that this violated my previous oral agreement with her [redacted]--and that I was not trying to "skip out" on a charge but had, in fact, repeatedly offered to pay in advance.Desired Settlement: 1) An apology from management

2) A consideration equivalent to ten visits to the club, in consideration of the many times I have been turned away when that month (remember that Equinox bills in advance) was already paid.

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 lost my job. Provided signed proof from former employer to two different equinox representatives. I tried multiple times to cancel the membership, was consistently given the "run-around" (i.e. "we'll call you back" or "please call this number and speak with this person") amounting to about 10 phone calls with 3 different people and 20 emails over the span of a month. I was told that the account was cancelled. Another month later, I received a charge on my credit card for the membership. I call again and they tell me it was never cancelled. Horrible business practices. Making it very difficult to cancel memberships even with valid criteria met.Desired Settlement: Please cancel my membership as of 4/**/15, as originally stated, and refund the charge that occurred on 5/**/15.

Business

Response:

We apologize to to [redacted] for the erroneous charge as well as the lapse in communication regarding cancellation of his membership. His membership is cancelled and the charge for $225 has been refunded to original form of payment.If [redacted] has further questions, concerns or considerations he can call Member Services at ###-###-####.Thank you very much.

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: I joined as a member of the Reebok Sports Club which was acquired by Equinox. I went on a medical leave in October 2014 and put my membership on hold. I was told that any credit on my account would be available to me when I returned as a credit for future services or refunded if I left the club. At the end of my contract, due to medical reasons, I decided to leave the club. I was told that I had a credit of $455 from past paid membership dues that would be returned to me. One month later, I inquired about my refund and was notified by the club manager that $241 would not be returned to me because it was money I paid before the acquisition. I was not given any notice and would have tried to work with the club if I knew this information. Now the club is not responding to me. I want me refund for services that were not provided to me!!Desired Settlement: Refund the full $455 that is owed to me.

Review: Membership advisor at Westwood Equinox assured me that I was signing a 90 day contract, and that I could cancel it at anytime after that period. Membership advisor left company shortly after she made this promise to me. The manager and general manager of Westwood Equinox have refused to act in good faith. Their philosophy seems to be that we got you to sign a contract and you are out of luck. However, their membership advisor was completely deceptive.Desired Settlement: Equinox cancels contract immediately.

Business

Response:

Hello [redacted],We have cancelled [redacted]'s membership effective today, January [redacted] 2016. He will not receive further charges from Equinox.Should you have any questions or concerns please do not hesitate to contact me directly.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: I have visited and called the Fitness Club multiple times in an attempt to end my membership. Which, according to their policies is possible at any time. They have repeatedly ignored my phone calls and emails and nobody (who could assist me) was present when I visited in person.

I also sent the below email on 11/**:

[redacted],

I have come to the club and also reached out to you multiple times via phone. I’ve left messages with both your staff and on your voicemail since Saturday, 11/*. Yet, I have yet to receive any communication back from you.

Per the contract, I know that a membership can only be terminated by coming into the club, which I did on Saturday. Your staff told me nobody was there to take care of the issue but that I could call you the next day. Which I did. I’ve called almost every day since.

Please let this email serve as written documentation that I need my membership with Equinox terminated immediately and the membership fee charged to me for this month prorated to 11/*. If this is not addressed today, I will be filing a complaint with the Revdex.com.

Please confirm as soon as my membership has been ended and my account refunded.

Best,

[redacted]Desired Settlement: I wish to no longer be a member of Equinox and need my November payment prorated back to 11/* when I first tried to cancel.

Review: This is in regards to a Gym Membership. I have attempting to communicate with Equinox since may this year. 2 Issues have arose. First issue was Equinox did not secure my credit card information and it was used for fraud. I will file a separate complaint to address this. However my membership should have been canceled at that time. I had a meeting with the manager of the location in [redacted]. They immediately made it clear that they were unwilling to listen to the situation. At this time It had become clear that they had a Data breach as my picture was changed on my profile to another younger man. However Pride was clearly there highest priority. During this visit I had mentioned that I had an injury that was preventing me from using the membership as well. They informed me that my doctor could submit a letter to immediately release me from my contract. Lastly I was given the number to member services. I made many phone calls to member services for the purpose to address the credit card fraud that took place. It has been nearly 3 months when I finally receive a phone call from the district manager. Only after many calls did I receive a call back. I was told that they would cancel my membership but I would half to pay for the past 2 months of service. I explained how this was not my fault and showed proof of my months of calling. He claimed that I used the gym on both june *, and july **. However this is not true. After a follow up call to member services today I was told that its an easy mistake for a member services Representative to make as its just a button click on the screen. He informed me that it was probably member services viewing my account.Desired Settlement: For equinox to terminate the contract. Effective May 2013 when it was provided proof of medical note from my Dr. As per the contract agreement. No charge for the past month's that the delay in there communication has caused.

Business

Response:

Dear [redacted],

We have reviewed the Customer Complaint in detail and have responded accordingly. In the attached complaint, the member expressed two main concerns. The first concern was that there had been fraudulent activity on the member's credit card. We take these claims very seriously. After investigating, we've found that the member had one authorized credit card listed from October 2012 through June 2013. The member then changed the credit card on file in May 2013, which remains the current card on file. Both credit cards were authorized to be on the account by the credit card holder. We have signed documents attesting to that fact. All charges to date have been for the member's monthly dues, which are removed every [redacted] of the month.

The second concern was with cancelling the membership. All residential members do have a 1year obligation. However, they may cancel with in that obligation for one of the following reasons; job loss, medical, or relocation. Each reason requires proof to be submitted. If the cancellation reason is medical then we require a note from a medical doctor stating that the member will not be able to work out for a period of more than 6 months. The cancellation date would be effective the same day the proof was submitted and the cancellation request was signed by the member. We have not received any paperwork to date. The member has a balance on the account for the past two months of dues, July and August. The membership is set to cancel due to final notice collections on 8/**/13 and has a balance owed of $300.00. Since we did not receive any cancellation proof or a signed cancellation request from the member, we could not cancel his membership and we continued to bill as normal. If the member would like to resolve this balance, he may do so by making a payment over the phone or by visiting any Equinox location.

In good health, [redacted]

Review: When signing the agreement I was told that the club hours would be totally different than the actual club hours when the actual Fitness center opened. Equinox Misled and lied to me and I am sure to many other members. Hours stated on the agreement are not the hours accessible to the club. Current club hours are: Mon - Thurs 5:00 a.m. to 10:00 p.m. Fri - 5:00 a.m. to 9:00 p.m. Sat - 8:00 a.m. to 4:00 p.m. Sunday - ClosedAgreement hours are:MON - THURS, 5:30 a.m. to 10:00 p.m.Fri 5:30 a.m. to 9:00 p.m.Sat 7:00 a.m. to 7:00 p.m.Sun 7:00 a.m to 7:00 p.m. I feel that the company also misled many members into believing the hours were going to be different from the beginning. I would like an immedate cancellation of my membership without any cancellation fees.

Product_Or_Service: Gym Membership

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I feel that the company also misled many members into believing the hours were going to be different so that members would sign up I would like an Immedate cancellation of my membership without any cancellation fees.

Business

Response:

Equinox recognized that there was an erroneous posting of hours of operations upon opening and communicated a correction of the error to members. Equinox also provided a clause in which members had a period of 20 days in which they could cancel as a result and receive a full refund. [redacted] did not cancel during that time and continued to actively use the facility. His membership has been cancelled by Equinox due to unpaid membership dues in July and August. Equinox is requesting that [redacted] to pay his outstanding balance of $260 for those two billing cycles.

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:

Equinox never notified members of the mistake in the agreements. As a matter of fact when contacting any Equinox representative even till today they tell you that the hours will eventually change to the hours stated on the Agreement. Equinox continued to falsely inform members that the hours would change and we would have the hours listed on the agreements by the 6 month contract period. I called and asked and emailed my sales representative in July to cancel my account due to this and nothing was done. I had to come in to the facility to cancel but I never used the facility after June/July. If Equinox mailed out a mailer or any information why is it that I and none of my close friends received this mailer. AMX rejected the 2 months because I placed a complaint with AMX about the misinformation and lie from Equinox. I believe Equinox owes me those two months worth of monies due to the fact that I was not able to use the gym given the fact that the hours VARY greatly from the hours offered in the agreement and the hours I was told the gym would offer. Again I stand by my word and I know for a fact that Equinox never revised any agreements or had us sign new agreements with the new hours that is completely false and I am dissapointed greatly by the way Equinox does business and the way they bring in new members by lying to them like they did to me and the 4 friends I referred.

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

Sincerely,

Business

Response:

Equinox maintains position of prior response. We apologized for the miscommunication of Sunday hours and entitled Members to cancel at no fault to them during that time. The complaining Member's account was cancelled as a result of a due balance, despite club usage during June & July.

Consumer

Response:

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

Sincerely,

Review: hi, I had been speaking to the management at the [redacted] location regarding canceling my membership since I was accepting a job in Mexico. When I signed up for the membership I had spoken to a rep name Julie at the [redacted] location and she had assured me that if I go to a location that has no Equinox my cancellation process would be very simple. But that was not the case.

Since late October and early November I was in communication with the equinox management informing them of me being in the process of moving to Mexico and wanting to cancel my membership. but they made it as difficult as possible. They asked me for utility bills from Mexico and I tried to make them understand that it was not that easy for me to get those right away.

finally after weeks of arguing and going back an forward they asked me for and official letter from my employee in Mexico which took some time. Finally at the end of December upon receiving that letter they cancelled my membership and still charged me for an extra month.

I had been asking for the cancellation since late October and in I never set foot in the gym during December or January yet equinox charged me about $470 for those two months despite the fact that I had informed them of my move since late September. How can I produce utility bills to them when I'm in the process of moving. and I told them that in December I will be back and forward from Mexico to make this transition.

Equinox charged me for two extra month despite the fact that I informed them in late October and did all they can to make this process as difficult as possible.

In this process I tried to get the assistance of these three managers which were extremely unhelpful: VIVIANNA VARGAS, ANDREA BURNS & ANDREW MARLOW.

This has been the worst experience ever and I would like to get a complete refund.Desired Settlement: complete refund of the last two months they charged me and an apology

Business

Response:

Hello,Equinox members may cancel within the first year of membership when moving by providing 30 days notice in California, accompanied by proof of relocation. Provided that [redacted] was able to so submit the proof of relocation upon October [redacted] when expressing intent to cancel, there would have been no further billing.As a customer service gesture however, $450 has been refunded to the original form of payment ($225 for December dues, $225 for January dues). Please feel free to contact me directly with any questions or concerns.In good health, Mike K[redacted]Manager, Member Services