Equinox Century City

Beautiful gym, immaculate modern facilities with kind, warm welcoming staff members. This place creates a community of inspiring athleticism. If you want to up your fitness game and become a better version of yourself, this is the place for that transformation. I love the boutique, yummy Earth Bar smoothies and warm towels! Sauna, steam room and on-site spa. Group fitness classes are great both in quality as well also in forming community bonds. Not to mention you have world class shopping right outside the door at the Century City Mall. What’s not to like? 🩷

I'm very disappointed in the customer service at this specific club. I recently joined it, and I had to freeze my account, which I was told by Daniel that it's okay to freeze up to two months. When I freeze my account, I was charged, and Daniel said that I will be credited for the next month. The next month, when I had to freeze again, I was charged again two months, which is $770. I was very upset, and there was a reason that I no longer was able to come to the Equinox, and I said that I want to cancel my membership. Gina Wong, he connected me with her, and this person was extremely rude, not communicative. Every time when I tried to call her, she would say she would call me back, but never would. Via email, I expressed my feelings, and she said that I cannot freeze my account, I cannot cancel it, and they continue charging me. So it's been three months since I haven't visited the Equinox, and they continue charging me. At this point, I have no choice but to reach out to the CEO of the Equinox, and also, I would never ever advise anyone to join this club, because all they care just about their money. If you ever want to cancel, good luck with that. They care about their money. Gina Wong is just the worst person to deal with it. She would refuse to communicate, she would refuse to call you back, she would refuse to be there for you, especially when you're going through experience with the fires, that I lost part of my business during the fire, and I'm no longer able to pay that Equinox because of the fire, that I was a victim of the fire.

I’d give equinox a 2.5 star rating if I could since there’s an equal amount of pros and cons of getting a membership here. Pros: -unlimited classes -unlimited classes -accessible amenities Cons: 1. horrible customer service, rude misinformed staff 2. no appreciation or loyalty to members 1. I have a student membership at the uc Berkeley location and I truly truly loved my first two months as an equinox member. The classes have amazing instructors at the Berkeley location for all of the classes and I believe they do uphold their instructors to be the highest quality. Another plus is how you can take unlimited classes and this is probably the best part. The most frustrating experiences as a member has been the customer service as none of them are truly well informed. I’m not saying berkeleys location as it’s kind of a special location so the customer service with concierge there was usually accurate, with only small things where I was misinformed but no where near as bad as other locations. As I’m originally from the LA area I went to the century city location multiple times and every time there was some bad mistake by the concierge that was helping me. I don’t mind mistakes as it’s only human but my main frustration was there inability to fix their mess ups. And they would be pretty bad mess ups like one time they charged another customer for something I was supposed to be Charged and it resulted in me missing half of the yoga class I was attending bc I had to talk to the concierge person for a while. After that they made me responsible to fixing the mistake with very bad instructions and I ended up giving up because I was upset at how horrible the service was. Another instance was I chatted with concierge on the app to pause my account as there is a policy that for students at the Berkeley location can pause there account for one month, no fee. I was told very confidently that ALL members (including Berkeley) HAD to pay a pausing fee of $50 multiple times but when I called my location and talked to other members they said that is absolutely wrong. Thankfully I called instead of chatting and they told me that yes I could pause my account for free for a month. I nearly paid the $50 pause fee so I was grateful I checked and tried again and was helped by another staff member that was better informed. 2. Another issue I had with equinox is that I’m paying quite a lot so I’d expect that they would honor loyal customers as that’s usually how it works with luxury companies. I recruited four members to the club as I loved and raved about the gym a lot in the beginning. Then when I’d ask for possible deals on more guest passes (as literally every one of my guests ended up signing up) or like possible day passes for when I’d go back home on break at LA locations, they would never ever honor any favors to loyal members. I understand that’s not promised when you bring in new members to sign up for equinox too but you’d think they would treat you with some little favors when politely asked. I also believe bringing in 4 members to join equinox is quite a pretty penny and I just think for the price u pay for this gym, there should be way better service.

The staff at the front desk exhibit a troubling lack of professionalism and maturity. Their attitude is consistently poor, and they seem ill-equipped to handle client interactions effectively. Considering this is one of the most expensive gyms in Los Angeles, this level of service is both unacceptable and disappointing.

Convenient location and beautiful gym, but not enough value or respect given to individual members and their needs. Even after being a member for over 7 years and consistently paying for personal training/pilates sessions, the manager doesn’t have the time to help resolve member issues/problems. They fired my Pilates instructor the day they asked me to buy another package of sessions without informing me that my instructor would no longer be returning; and now when I requested a refund for the remaining sessions they tell me they are non refundable. After speaking with the general manager regarding this issue, she reassured me she would come up with a solution by last Saturday… still haven’t heard from her. I have called and left a few messages for her since then.. and keep being told she’s in meetings. Hopefully this review reaches someone who can actually help.