ComplaintsforEquinox+

• Initial Complaint

  08/29/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am filing a complaint because Equinox refuses to allow me to cancel the monthly subscription and get a refund for the last billing period, even though I tried to cancel on the right day but the website would not allow me. As a result, I was one (1) or two (2) days late in cancelling after the billing period started. I emailed them about this problem. Nevertheless, Equinox is insisting on charging. me $43 for a full month. I want to cancel and get a refund for the month.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Equinox+ (EQX+) sells at-home spin bikes. Part of their "product" per the terms and conditions is the bike, the tablet, and the power meter. EQX+ also allows you to subscribe to their platform to gain access to original content. There is a required 12-month subscription with the purchase of the bike ($40/month). In October 2020, I agreed to purchase the product as well as the associated subscription requirement for the minimum of 12 months. At the expiry of the subscription I no longer wanted to continue the subscription, as I wanted to follow my own programming, and just track my riding statistics. However, EQX+ has disabled my access to the tablet/monitor unless I pay them the $480/year. So I bought hardware from them, and now I'm trying to use my electricity, my internet, my programming, and the hardware I purchased, and they won't let me, even though I'm not trying to access any of their content. I have tried to reach out to them for four months now. There is no phone number. There is intermittent email communication, always from a different person, it took three months for them to send me a terms and conditions that they say was current when I bought the bike, but it is a file that they pulled from Slack, per the auto-inserted header on the document. And nowhere in the Ts&Cs does it say that I will not be able to use the tablet to track my statistics. Lastly, this is not industry standard. All of the current at-home spin bike competitors allow you to monitor your statistics without a subscription, and they leverage the same Android platform. Spin bikes since their inception have come with a digital battery operated monitor for statistics. So this isn't industry standard that a customer should already understand. I want to return the bike, including a refund of payments since I initiated my concern four months ago, as I am not able to use the hardware that I agreed to purchase, and the only answer they give me is that they are sorry for my frustration.

  Customer response

  06/15/2022

  At this time, I have been contacted directly by Equinox+ regarding complaint ID ********, however my complaint has NOT been resolved because:

  The company has sent me terms and conditions. These state that I purchased a product: an at-home spin bike, a tablet, and the power meter. Equinox+ has locked me out of the tablet, such that I can no longer use the whole apparatus that I purchased. I do not want to use any component of the Equinox+ service. This is not stated anywhere in the terms and conditions, nor is it industry standard. I want to use the electricity I pay for, the internet I pay for, and the entire product that Equinox+ has taken my money for, but since locked me out of. I contacted Peloton, Bowflex, Echelon, NordicTrak, and others, and none of these companies block you from using the functions of the bike, not to mention. In addition to not stating this limitation in the terms and conditions, it is industry standard that if you want to follow your own programming, you can do this with the standalone product, without an associated subscription service. I want Equinox+ to pick up this bike, and waive the balance, including payments back to January, when I started this inquiry. In the last month, I have reached out four addition times to the company without response.

   

   

   

   

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

  Sincerely,

  *****************************

  Customer response

  07/06/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Equinox+ regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a SoulCycle from home bike from Equinox Media (subsidiary of Equinox Fitness) on April 17th for ******* after tax. The bike was scheduled for delivery on April 27th and the third party delivery service ** ***, delivered a bike that was missing a piece. The delivery company decided to take the bike back and I was told a new bike would be delivered. On the second delivery I ran into several problems as I shared with Equinox customer service. Among them were: I couldnt identify if it was indeed a new bike as promised. damage to the finish of the bike, no manuals of any kind, and a unusually loud wheel denoted an incomplete and defective product. Equinox refused to replace the product and *****, customer service leadership member, stated there was no was to ensure another bike would be free of damage. Thus, I requested a refund as it is within their 30 day window for returns due to the defects/experience and Equinox want to charge a $250 restocking fee. Since the product was not in good order when it was delivered there should be a full refund for the amount paid to the company. Equinox has literally delivered a terrible experience and has acted in bad faith.

  Business response

  06/20/2022

  Equinox+ reached out directly to the customer (*** ****) to resolve this issue and when he wasn't satisfied with the resolution, we agreed to move forward with the return of the product.

  I called *** **** back again after receiving the BBB complaint and let him know that his complete refund was still pending because we had not received notice from him that his product (SoulCycle at-home Bike) was picked up by ** **** for return.

  He started the chargeback process which prevented us from providing a refund for him.  I did notify *** **** on the phone of this and asked if he wanted to continue with the chargeback or if he would like us to process the refund.  As the attachment shows, the chargeback was completed.

  I apologized again for the difficulty that he had with receiving the product and listened to his thoughts on what he thought was a better resolution or process for us as a company. *** **** mentioned he would remove the complaint with the BBB.

  Customer response

  06/21/2022

  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,
  
  ***** ****
  
  
  
   
  
  

*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. ↩