Complain About Equinox - learn how to file a complaint

Getting a real resolution feels like a whole other workout.

• Go in person during off-peak hours (e.g., weekday mid-mornings) to speak with a manager.
• Get everything in writing. Ask for an email confirmation of any promise made over the phone or in person.
• Have your membership ID, billing statements, and any previous correspondence ready before you contact them.

If your club manager isn't helping, it's time to escalate. Don't let them tell you there's nothing they can do.

First, ask for the contact information for the regional or district manager. They have more authority to resolve issues, especially complex billing disputes. If they still stonewall you, go external.

• Better Business Bureau (BBB): Filing a complaint here makes it public. Equinox has a pattern of responding to BBB complaints to protect its rating, but prepare to wait. It often takes a nudge or two before they actually resolve it.
• Your State's Attorney General: This is a powerful step for consumer rights violations, like being charged after a proper cancellation. They take contract issues seriously.
• Credit Card Chargeback: For clear billing errors, a chargeback is your best friend. It pulls the money back while the bank investigates. Use this when you have clear proof Equinox is in the wrong.

Subject: Formal Complaint: Unresolved Billing Issue on Account [[Membership ID]]

To Whom It May Concern,

I am writing again to resolve an issue with my membership. Despite contacting my home club on [[Date of first contact]], my problem remains unsolved and, frankly, my patience is gone.

On [[Date of charge]], I was incorrectly charged [[$Amount]] for [[Reason for charge, e.g., a fee after my cancellation date]]. Having to spend my own time chasing this down and dealing with unhelpful staff has been incredibly frustrating.

To resolve this, I require you to process a full refund of [[$Amount]] to my card on file immediately. I also need written confirmation sent to this email address that the refund has been issued and my account balance is zero.

If I do not receive a satisfactory response and confirmation of the refund within 5 business days, my next step will be to file a chargeback with my credit card company and submit a formal complaint to the Better Business Bureau.

Thank you for your prompt attention to this matter.

[[Your Name]]

• Get the Manager's Name. When you complain in person or on the phone, always ask for the name of the person you're speaking with, especially if it's a manager. It creates accountability.
• Request Written Confirmation. Never leave a conversation without this. If they agree to a refund or to cancel your account, say, "Great, please send me an email confirming that right now while I wait."
• Use Certified Mail for Cancellations. One user on a forum mentioned Equinox claimed they never received their cancellation letter. Sending it via certified mail gives you a receipt that proves they got it. It costs a few bucks but saves you hundreds in headaches.
• Mention the BBB. Casually dropping "My next step is the BBB" during a conversation can sometimes magically unlock a supervisor's ability to help you.

Tired of being told you have to show up in person just to cancel your ridiculously expensive gym membership? Or getting stuck in an email loop about a billing error that was their fault? Sound familiar? It’s a common complaint on Reddit and the BBB. No joke. Pine AI handles the entire frustrating process for you. No awkward conversations with the club manager, no paying for certified letters, no wondering if your email even got read. We deal with the persistent pushback and bureaucratic nonsense so you don't have to. Let us take over the headache.