Equinox East 92nd Street — Local services in New York

Hello,

I am visiting New York for 3 months as an international student. The studio in general is good. It's big and offers different places to exercise. For me personally, as a hardcore gym rat, some things were missing, but otherwise everything was great.

Unfortunately I only give the studio one point because the management and the way they're dealing with the customers is very bad and miserable. Since I'm only here for 3 months as an international student, I only agreed to the contract so that I could easily leave at any time. Cause obviously, my Visa is limited and I can not stay any longer. Thats what I agreed on with the Salesperson. I think that makes sense.

After voicing my concerns about the lack of equipment and my experiences, the Management Assistant offered me to put myself on the guest lists of other clubs so I can check them. Unfortunately I didn't have the time and the month was coming to an end. So I decided to quit again.

After I submitted my notice of termination, my emails were no longer answered. Even after calling several times the club and being in the studio. Until I then put on a new mail.

A standard response followed and I was asked why I wanted to leave and all of a sudden I had to submit documents for a normal termination process - although an exception was made and this was confirmed even by herself. Furthermore, sending a standard response, and not reading the concerns of your customers, is very impolite and shows that nobody cares.

However, I've been waiting again for an answer for over 6 weeks now. I also called the concierge, but still nothing has happened. Therefore, I recommend everyone who registers here to enjoy the offer with caution. Especially if you're just visiting NYC like I do.

Its more than absurd to me, as Equinox is advertising as a Luxury Upper Class Gym, but has such a bad customer handling. You pay so much money, and didn't even get customer oriented appropriate solution support....

Really disappointed in Equinox. I have been a huge fan for the past 6 years, always an all-access member when I lived in NY (left for a year when I had to leave the state and no Equinoxes were around), and referred several people to the club. I even wrote a glowing review about their customer service a few years ago.

Now the management just blows you off like they don't care about you. I had to stop my membership after the pandemic due to medical reasons, and was excited to return to an all-access membership when I was healthy enough to return. Despite talking to a few different membership advisors prior to joining again, not ONE person told me that they had sneakily changed the all-access membership to include fewer clubs. I found out only after I tried to go to one of the locations I used to go to regularly and the app wouldn't let me book. I called to see if they would grandfather me into the former all-access locations, given that I have been a loyal member for so many years, and the woman I finally got to speak with on the phone basically laughed in my face and told me smilingly that there was nothing they could do for me. I would never have rejoined all-access had I known they had decreased the number of included locations, and now it's clear they don't care about their members when they punish you for trying to take care of...

You can’t talk to customers rudely. Plain and simple.

I work out here as a guest under my sister’s account who pays the monthly subscription. I was minding my own business doing a quick cooldown this morning when one of the trainers comes up to me and asks me if I’m here for the class. I said “no” and she aggressively and rudely responds, “We have a class going on in here in 2 minutes so you have to get out of here!” She saw that I was speechless and she follows up her rude behavior with another rude comment “We’re literally starting in 2 minutes.” Although frustrated, I calmly walked out of that workout room without saying anything.

Again, I’m just a guest here so I don’t keep track of all the class times. Additionally, there’s nothing posted on the door of the room (“Class in session”, or a schedule) where they do the classes in order to indicate that something is going on. Additionally, there were only 3 or 4 people in there at the time just chilling so I didn’t think anything was happening. Normally that room is packed with 20/30 people for each class. If the room had more people or a class was going on, I wouldn’t have gone in there.

I shouldn’t be treated like a teenager who is loitering or trespassing. You can’t talk to customers like that....