Equinox Westlake Village — Local services in Thousand Oaks

I am truly disappointed after years of being a very loyal member and having signed up with them right when they opened, I am very frustrated by their lack of ability to handle their accounts in a professional manner. Equinox a beautiful gym with nice amenities and great quality equipment. However, the management is in dire need of help. I've had to call the gym and ask for management at least four separate occasions because my billing account was double charged or overcharged. There seems to be no integrity with the account management system. I cancelled my membership because after a year of no gym and then having minimal to no good classes after they re-opened, they decided to hike up the rates. As if that wasn't disappointing enough to see the gouge after an entire year has gone by without the gym being open to its members, I had also found back charges on my account when the gym wasn't even open and my account was supposed to be frozen. Top of it off with I had cancelled my membership and even after I cancelled I was still being charged. I have a chain of email confirmations that my account was in a freeze & then cancelled, yet still was charged. It truly makes no sense how that many errors can happen & a gym of this stature can still go on running with its doors open. I even called the manager Don Laird and he was absolutely no help and took zero responsibility. I’ve been in customer service for 15 years and this is never how I’d treat me clientele. I've had multiple friends leave the gym & tell me the same stories. This is not good for customer satisfaction & shows complete lack of integrity & even empathy on their part. Very...

At the beginning I would like to mention that we own and manage exclusive villas all over the world and we know how important good customer service is and how crucial it is the gym to be clean! I am extremely disappointed in equinox Westlake Village because of their lack of cleanness and terrible customer service! I used to belong to equinox Huntington Beach and I was amazed how clean the equipment always was. You could easily notice one person nonstop cleaning the equipment. I am a member in Westlake Village for the last 10 months and I have never noticed anyone cleaning the equipment during my workout. Usually I work out from 1 PM to 5 PM. Last time when I was working out the equipment was especially disgusting, with sweat everywhere, dripping from the machines, the stinky bikes waiting to be used. After 20 minutes of using every single one being nasty I asked a staff member if they could clean up the equipment. I was working out for another hour and no one showed up to clean. I wrote my complaint to Equinox. The assistant general manager Cesar Perez Castillo informed me that they are cleaning the equipment three times a day. The lack of interest was shocking. In my opinion the equipment was not cleaned for at least two days. I am very disappointed in their customer service. I thought they cared about their members and they will do anything to keep a high level of service as equinox is...

The gym is very clean and I appreciate that the equipment is well maintained, with the exception of a couple treadmills that rock back and forth and need to be leveled. My biggest issue with this gym is the lack of support and friendliness from the personal trainers to the point where it's almost comical. There is one female trainer who literally keeps her "Resting B Face" on whether she is there training clients or training off hours. It's actually her loss because when you walk by members of your gym like you are on the catwalk of a runway show, you never get the opportunity for your members to engage you and perhaps HIRE you. Dear, this is not a night club or a place for you to show your attitude, it's your place of employment; So, even if you have to fake it, smile or find another place to work. It's not just this lady, other trainers also never say "hello" or make any eye contact. I have been to Equinox gym's all over Southern and Northern California and I had always found the trainers to be engaging, talkative and friendly to the point of some even offering to show a "non client" a better way to lift. Perhaps if you all start talking to the members or at LEAST make eye contact, you may earn a few...