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Business Profile

Fitness Center

Equinox

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

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

Find a Location

Equinox has 35 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Equinox

      1 Park Ave Fl 2 Equinox Member Services New York, NY 10016-5816

    • Equinox

      45 Rockefeller Plaza New York, NY 10111

    • Equinox

      160 Columbus Avenue New York, NY 10023

    • Equinox

      568 Broadway New York, NY 10012

    • The Sports Club LA

      1170 22nd Street, N.W. Washington, DC 20037

    Customer Complaints Summary

    • 106 total complaints in the last 3 years.
    • 48 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/28/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 4, 2025, I purchased a personal training package at Equinox located at ******************************************************. Due to multiple issues including mismatched trainers and disrespectful treatment from staff, I have tried to contact both the corporate office in ******** and the local management in *******. However, they have refused to refund the $3,240 I paid. I need further assistance regarding this matter.

      Business Response

      Date: 07/29/2025

      We have contacted the management team at the facility to conduct a further review and assist in resolving *** **** concerns.

    • Initial Complaint

      Date:07/21/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been member with Equinox + digital for couple years, through Amex as platinum benefits. Which was 300$ per year and cobor red by ****. But I am not using it so couple month ago I looked how to cancel it and found that I have to do it through the app, so I did but only what I received is message on the bottom on the app and today I was charged. I trying calling them without any luck to get ahold of anyone. Cant login in a web because saying that account doesnt exit or not activate. I try to reset password and I received email saying I have to activate my account. So I dont have access to it and dont need it. Only I want to be cancelled 100% and to receive in email a confirmation of cancellation, but they keep ignoring that. They dont want to do it. The app is a junk I am trying to log out and log in but the information is frozen. You log out but when you open the app you are there but email isnt mine. I just want refund and confirmation that mine account have been cancelled through email .

      Customer Answer

      Date: 07/21/2025

      Better Business Bureau:

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

      Sincerely,

      **** *******



       

    • Initial Complaint

      Date:07/07/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I contacted Equinox Gym for restitution after I saw the press release by ********** ************************************************************************************************************************************************ I repeated contacted them for cancelling membership but they denied. Therefore, I think I meet the criteria for this restitution. They requested me to fill in a form-which I did and will attach to the complaint here. They never emailed me back. After a month, they emailed me back saying I do not meet the criteria for restitution because I did not attach the ******* this a joke??? I will attach my emails here. I feel it is one of the tactics they try to avoid paying restitution. I wanted to report to your office because it looks like they are still trying to escape taking up the responsibility.

      Business Response

      Date: 07/17/2025

      *** **** has completed submission regarding her request for restitution, this document has been received and currently being reviewed by the Equinox team. The information *** **** has provided will be carefully assessed to determine whether she meets the criteria for a refund. The document is in the normal course and the Equinox team will provide a response once a determination has been made. 

    • Initial Complaint

      Date:06/30/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I signed up for Equinox membership on July 5th 2024, and it required a one-year commitment. On June 23rd, I was charged the full month membership fee for July 2025 of $240, while I only expected to pay $30.97 for up to July 5th 2025. Subsequently I try to ask someone help to cancel my membership on July 5th 2025 but the customer support said because the billing for July already occurred so they refused to help me. I refuted by saying the service did not occur yet and I have met the 1-year commitment so I am eligible to request a refund, and I am simply requesting their assistance to cancel, despite that they arbitrarily decided to charge customers 1 week in advance before the service occurred. Again, the service did not occur at this point and this is only one day after the billing occurred. Eventually I did not get the help I wanted and the customer support person was not understanding of my situation and repeatedly dismissed my request.

      Business Response

      Date: 07/08/2025

      *** ** connected with the Concierge team on 6/24/2025 requesting the cancellation of his account. At that time the concierge team forwarded the cancellation link to *** ** to proceed with his request. A copy of *** **** signed agreement which offers the details on billing and the cancellation process/policy. Membership is not automatically cancelled unless it is requested by the member. *** **** cancellation request was submitted on 6/24/2025 after being billed for monthly membership, his cancellation has been honored with a set date of 8/1/2025 wit no further billing. No refund for July membership is due which is in accordance with Equinox cancellation policy.

    • Initial Complaint

      Date:06/18/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 13th I had a facial booked at the Equinox spa. I had booked a facial and an add on for a total cost that I saw when I booked. When I arrived, the esthetician told me that the add on was not eligible with the facial, and recommended that I switch to a different facial, saying the cost was about the same. She did not give me any prices. I agreed, she gave me my facial, I left and paid. Then, I got two more charges. One that was doubling the tip I left, and the other was around the same cost as the total bill I paid. The *** manager emailed me to say they were charging me for the different facial that I got. After a lot of back and forth where she appeared to be intentionally withholding information from me, it became clear that the facial I got was in fact not around the same cost as what I had booked, and they had given me a facial for 100 extra dollars without telling me, and then charged me 120 dollars extra (they added 20 extra dollars for tip). I told them I had never agreed to this, I was never told the cost, and they basically called me a liar. Repeatedly. They did not refund me. They have no record of me agreeing to pay for this and in fact told me that I would not be charged extra until after they had completed the service.

    • Initial Complaint

      Date:06/06/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I reached out beginning of April to Equinox membership services about cancelling my membership since I was moving abroad. My messages were ignored. I kept persisting until I was connected to someone named ******. I sent him paperwork proving my move abroad, and was told that it should be sufficient for membership cancellation. This was mid-April. I left it at that. I noticed recently that my membership was NOT cancelled and that I've been getting charged as normal. I emailed the person and received no response. I called yesterday and was connected to someone named **** who said would look into it and send me an email. I reached out through chat concierge as well, and they tell me they don't have the paperwork and I need to resubmit the request. This has been going on for 2-3 months now. I just moved internationally and can't deal with such unprofessional staff

      Business Response

      Date: 06/17/2025

      *** ******** account has been cancelled and a refund of $637.46 was issued to the original form of payment on 6/11/2025 for monthly dues that has collected. If the refund has not reflected in your bank account please allow time for it to reflect the said refund.

    • Initial Complaint

      Date:06/02/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I joined Equinox at *********** on May 1st based on a phone conversation with a sales representative (*********** *****) who told me I'd receive two $250 gift cards and be able to cancel at any time however she is no longer working at the club.While I understand this was not in writing, I acted in good faith, and this verbal assurance directly influenced my decision to join. When I followed up, I was told the representative was no longer with the company, and the club manager stated that gift cards were never part of the offering and cancellation requires medical documentation.I believe this was misleading and would like to be released from my membership without penalty due to the false promises made during enrollment. I am also requesting this be formally reviewed by corporate.

      Business Response

      Date: 06/03/2025

      We've reached out to the upper management team of Equinox ***********. They'll be connecting with *** ******** to discuss further resolutions with the matter and his concerns.

    • Initial Complaint

      Date:05/05/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am filing this complaint due to repeated harassment by a male trainer at Equinox ********************************, and the gyms failure to respond adequately, despite formal reports and evidence.Since August 2024, a male trainer persistently tried to talk to me and followed me around the gym multiple multiple times. I wore headphones, avoided interaction, and began taking photo evidence after months of discomfort. In April 2025, I submitted a detailed written complaint with time-stamped ***************** acknowledged the trainer doesnt pick up social cues but failed to take appropriate action. They showed him my membership photo, told him to avoid me (with no enforcement), and discouraged me from collecting evidence. Their suggested solution was for me to switch clubs or cancel my membership.I returned weeks later and the trainer continued to stare at me multiple times. When I followed up, the ** falsely claimed I agreed to work out at a different timesomething I never stated.Despite their knowledge and internal acknowledgment of the situation, the trainer remains employed, and I do not feel safe at the gym I paid to access. I am seeking formal acknowledgment of this mishandling, a written apology, and a confirmed permanent separation from the trainer during my workouts.I attempted to upload supporting documentation, but the file upload failed. I am happy to provide my email thread and screenshots upon request.

      Business Response

      Date: 05/06/2025

      We've reached out to the ***** street management team on behalf of *** **** concerns. They will be reaching out to further discuss.

    • Initial Complaint

      Date:04/30/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In February 2025, I received a medical diagnosis for lower back pain with radiating leg pain, and my licensed physician (Dr. ******* *. Prin license ********* instructed me to withdraw from all gym activity. I submitted a medical note to the gym to cancel my contract. However, they refused to accept the letter despite it being detailed and legitimate.Instead of offering a proper cancellation process, they sent me a link that only allowed me to freeze the account with a $50 monthly charge not cancel it. I tried multiple times to follow up, visited the location in person, and called customer service, where I was told they would help me close the account manually. They never followed through, and now Im being charged for a service I was medically ordered to stop using.This situation has caused me serious emotional distress, including crying spells and breathing issues, and the debt they claim I owe is unfair and inaccurate. Im requesting cancellation of my contract, the removal of any charges since my medical exemption, and support in resolving this issue fairly.

      Business Response

      Date: 05/01/2025

      We've reached out to the management team at the ******** facility on behalf of *** ********* to assist with the cancellation. They will be connecting with *** ********* shortly to further discuss.

    • Initial Complaint

      Date:04/28/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been a member of Equinox for over a year. Since the very beginning, members and staff have colluded to make me uncomfortable and unwelcome while I am at the gym. They are constantly making me feel uncomfortable while I workout, am in the locker room, and in the steam room. Its constant and doesn't get better. They will stalk me around the gym, block me as I try and walk in the gym, and shock me when I come around corners. They are coordinating all this via their smartphones. While the previous general manager was very helpful and made things better, the current general manager, ****** ********, does not care at all. It's a very well coordinated effort by members and staff to make me feel uncomfortable and unwelcome while I am there. I had previously been in conversation with Vice President, *** *******, but he no longer responds to my calls, texts or emails for over 6 months without explanation. It's a very sad, dark, and inhumane effort what they are doing to me. I have made every attempt to try and stop this and it just gets worse and worse with the new manager, ****** ********. They don't like me and want me gone, and it hurts so deeply.

      Business Response

      Date: 05/01/2025

      We've contacted the management team of the *********** facility on behalf of *** ******* They will be connecting with *** ****** shortly to discuss his concerns, and a possible resolution.

      Customer Answer

      Date: 05/01/2025

      Better Business Bureau:

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

      [Your Answer Here]

       I want direct contact from the corporate office.  I have attempted over a year now to have this resolved at my location and the current head manager not only doesn't care about my issue, but is complicit with the harassment I experience. I want contact by a lead member of the corporate office.

       

       

       

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


      Sincerely,

      ***** ******




       

      Customer Answer

      Date: 07/09/2025

      Better Business Bureau:

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

      My integrity as a person and as a member of this club was constantly noticed by trainers, management, and corporate staff.  Unfortunately, ****** ******** and ***** ******** worked tirelessly to push me out of the club.

       

       

       

       

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


      Sincerely,

      ***** ******




       

      Business Response

      Date: 07/10/2025

      We will ensure the appropriate team at Equinox is forwarded *** ******** concerns .

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