EOS Fitness
Reviews and Complaints

I live in Northern California but was in AZ for an extended period taking care of my mother while she was on Hospice. I needed an outlet and some exercise so signed EOS AZ Pebble Creek membership agreement #[protected] on 6/10/2021 with 2 weeks free membership. First due date was 6/24/2021. On 6/17/2021 signed agreement for personal training and was told I could cancel when I returned to California after my mother passed. On 6/27/2021 my mother passed. On 6/28/2021 I emailed my cancellation request for both training and membership to the general manager of the EOS location.
I received an email from the assistant training manager, Gerald, requesting proof of California residence, required to cancel the training agreement. He stated that I would be charged for the next two week training period - even though I was only ten days into the agreement and we had discussed extensively my situation and that I would be able to cancel at any time with, what I understood would be, no financial consequences.
On 7/19/2021 I found another Eos charge on my credit card equivalent to another 2 week personal training. On 7/19/2021 I contacted the Eos location, spoke to Travis the acting training manager. Travis stated he would check into the charge and work to get the cherge reversed. He also stated he would have Gerald contact me the next day with an update. I did NOT receive a call back. On 7/22/2021, I called and spoke to Gerald. He stated that he had given me incorrect information about the costs associated with cancellation of the training agreement and they had requested reversing the most recent charge. I submitted a disputed charge request with my credit card company.
I have never received written(email, text, or letter) acknowledgement of my cancellation request or confirmation of cancellation.

Hello.

I signed up at EOS fitness on 8440 W Thunderbird Rd Peoria, AZ 85381 in Feb 25th of 2021 and at that time only paid for the initial $10 per month membership.

I later decided on Apr 14th to add another membership for my girlfriend and pay for her to get 6 months of personal training. She went in to get setup for her training and told them she had a medical condition called Crohn's and was assured that the trainers would be able to work with that condition.

I am going to add her letter to them about the outcome of the training:

Dear Mr. Cooper:

Regarding Agreeement #35661

I wanted to make you personally aware of the experience I have had at your gym regarding my personal training sessions. When I first sat down with Ellis Johnson on 5/3/21 explained it had been at least 18 years since I had stepped foot into a gym and that I have a debilitating chronic medical condition called Crohn's Disease that I suffer from. I was very clear about my goals. I wanted to get healthy and strong slowly/gradually but not in the sense of body building or circuit training. So, I thought I was clear. Apparently not, Ellis explained my first session would be the worst because I would be going through what he called "the gauntlet" so he could assess my abilities and then after that initial workout we would do regular workouts. After the "gauntlet" session I was not able to move for 3 days, and it caused my Crohn's disease to flare-up because my body was in such pain. When I was finally able to schedule another session on 5/17, I explained to Ellis what happened and he was sympathetic and said we could "scale back" but the exercises he was having me do were still at level that seemed to advance for me, and once again I was unable to move for 3 days, and my Crohn's was flaring because my body was in pain. Next session on 5/24 I decided that rather than talking to the manager, I would talk with Ellis again about my fitness limitations and remind him again that I need to scale way back and go slow because of my illness. He seemed to understand, and this session was okay. The final session on 6/8 was absolutely all I could take as it was back to the more advanced exercises. I did not say anything because I was tired of repeating myself over and over about my limitations. The last exercise he wanted me to do was stand with my two feet on top of a machine and bend down to pick up a weighted 40-pound ball and put it back down and up. And that was it for me! I absolutely refused. He did not understand why. I told him to go to his next client who was waiting for him (I knew that because he told me so) and I would go.

This entire experience has not only caused my Crohn's Disease to continue to flare but my anxiety around the gym itself has heightened. Now I do not want to go at all. I discussed what happened with my personal training with my infusion nurse at my Gastroenterologist Office - she was absolutely horrified when I explained the level of exercises I was being made to do and was not shocked at all when I told her my Crohn's Disease was flaring and told me to stop going to the gym immediately.

Hopefully, this will be a learning experience for you and your Team going forward so clients like myself will not have to experience what I did and repeatedly ask for what they need but will be heard the first time. I did not expect that Ellis or anyone else would know or understand what Crohn's Disease is and I understand you are not medical professionals, however when I say I need to go at a slow pace I expected to be listened to the first time.

Thank you for your time.

I then received a phone call from Sean Cooper stating that he was going to provide a refund for all of the training that she did not use and that the other sessions would be cancelled and that he would also cancel her membership and not charge the last month like normal. This however has not happened and not only have I not received any refund for the sessions but I am still being charged for Christina's membership as well.

I sent Sean and email about this and was told he would call me back but as usual I have not heard any reply from him. I sent another follow up email to [protected]@eosfitness.com and have not received a reply.

I am asking that I get at the very least Christina's membership charges for this last month and a refund for the unused sessions which I was promised by Sean. I am also asking to have my membership cancelled as well which I did call in and tell them to do but at this point I have no faith that the company is running on any normal standard and I no longer trust them to keep their word.

This is my second complaint. I had an issue with Chad at the Higley center. After talking to Denny, instead of quitting I changed centers. Once again the Higley center scheduled an appointment and cancelled claiming no charge. When I looked at my charge card on line I have two charges by your Higley center on June 30th that I did not authorize. I am not authorizing any payments to my charge card as of this date and will contact my charge card company stating this until this issue is resolved to my liking.

EOS stated that they would not charge me during the Covid 19 Pandemic. I looked at my account, they've been charging me for the last 7 months. 3 accounts! When I went in they stated that they sent an email to everyone that they were resuming charges and if I did want them to that I needed to contact them. Now they don't want to refund my money.

On May 21, 2021 I signed up for personal training sessions (actually it feels more like I was conned into signing up) Shawn Avery did not disclose all of the details of the contract upfront. He did not tell me that I would be billed biweekly $180 nor did he tell me that I would be billed regardless if I showed up to a training session or not. He only told me that each session would cost $45.

When I found out that I was being billed bi weekly I came into cancel, Shawn then tells me that I only had 5 days from signing up to cancel ( again he never told me this prior!) I contact ABC fitness several times and they told me I would need to speak with the club directly because they only handle billing. I spoke with Caron in the billing department and she told me she would send an escalation notice to the club directly and have someone call me back (still have not received a call )

I called for almost a week before I could get Shawn on the phone, but now he's telling me in order for me to cancel the PT sessions I have to either move 21 miles away from any EOS fitness or bring in a doctors note stating I'm not physically able to continue with these sessions?! Again had I been told any of this beforehand I would have never signed up.

They are using sleazy used car salesman tactics to trick people into signing up for PT sessions and then make it impossible to cancel. I want out of this contract that was never full explained to begin with and I also want a full refund of $180 for sessions that I never used.

I've also been trying to contact the General manager of that location Frank who has also been dodging my calls which further validates the fact that they are using unethical and sneaky tactics just to make a profit. Its disturbing and quite frankly disgusting and something definitely needs to be done about this!

I would like to point out when covid hit EOS shut down for our safety but kept charging us like we were still using the services (even though we were not). So back in August of 2020 I froze my account. Nothing was said to me over the phone about freezing it. I asked him if there was a time limit he said no. I even asked the employee if there will be a yearly fee he said no. The most he said with attitude was that he will freeze my account then hung up the phone with no goodbye or anything else. So my impression was that it would stay frozen and be okay. BUT that was not the case. For three months now ive been charged $24.99 and then the yearly. I was so shocked and upset finding out that I was being charged that. Upon calling there they said there is nothing they can do but that is not okay. I verified on my end that I would not be charged which I was promised that I was by a man with an attitude who didnt care about me or my money or business he was just worried about anything else at that moment. That is so frustrating and unprofessional. I am in the customer service/medical field. If I was to ever treat my patients like that I would have been fired. I let it go hoping upon his word that I would be protected and taken care of but that is not the case. I am so disappointed with this. I was taken advantage of by this employee.

Hello I a member in your Nevada locations. On March 1st 2021 attended a Zumba class at the location on Buffalo and Lake Mead and the fans were not working and there was no air circulation. There was a manager in the class name Mandy and after class I asked what was being done about the fans. She had no information about when the fans would be fixed and seemed to be upset because I pressed the issue. Everyone is aware that we now have to wear masks and its already difficult to breathe. As a paying member its unfortunate that the fans were not in working condition and your very rude and nonchalant manager had no information to assist in anyway shape or form.

Disappointed member
Sharlene McFarland
Id# [protected]

I've been with EOS before Covid and I haven't been going why are they still charging me and it has been shut down for three months? Every time I call they tell me the manger isn't there take down my number and tell them to call again. I have been calling for weeks straight . They keep over charging me then putting me in collections and telling me i haven't been paying them, and i have an automatic pay and they still forget to charge me then put me in collection again what is up with this Company? I'm going to have to file a case concerning because they will not keep taking money and I'm not even going to their gym no more. Horrible customer service, Horrible staff and crew. I want my money back and my subscription dropped. my email [protected]@gmail.com

On Jan 9 2021 between the hours of 12:00pm and 3:00pm I entered 7400 W Encanto Blvd Phoenix Arizona 85035 (EOS Fitness). I've been going there since August 2020 and always wore my mask under my nose due to my medical condition. I was approached by the employee Yvette Guerrero. She instructed me to cover my nose. I told her I could and will not die to my medical condition. Mind you I have only been told this 2 weeks prior from another employee. I stated the same reason and they understood and walked away. This is when she became disrespectful. She demanded she needs to see a doctors note or something stating it. I denied her demands and told her she had no right to demand and see my medical history or a doctors note due to HIPAA. She continued to be spiteful and say she has all the right and she needs to see it. After a couple of minutes of being rude she got an assistant manager by the name of Nathan Monzon. He asked what was going on. I told him the same thing I told his employee. He stated, "just put it over your nose and don't be difficult." After conversing, he threatened my membership by saying, "well then you can't work out here anymore." And walked away. This is unprofessional and rude to not acknowledge someone else's medical condition.

I was told I could pay a one time payment of 18$ for two sessions of PT and if I'd like to continue I would continue at a discounted rate of 68$ After the first session I decided to cancel and did that via personal trainer. I was told by PT not to worry and if I changed my mind to let her know. A month passes and I see a charge for 68$ on my account, I went in to ask about it and was told it was the annual fee and not to worry. Another month passes and I receive a charge for 74$ and another for 68$. I called three days in a row and was told I'd be called back by the finance manager but was never contacted. On the fifth day of being ghosted I decided to go in person and was met with yet again a "we'll call you back". I waited out the rest of the day and finally gave it one last call and got through to the manager Mark. When on the phone with him he seem very irate, explaining I had a six month contract that could only be canceled in person with him so there was no way of getting the two months worth of PT whether I went to the sessions or not. I never agreed to a six month contract. I gave him my version of things and explained that I didn't recall being told that there was a specific way of canceling, I was under the impression the two sessions were paid for and that was it. The decision to continue would be mine and if not that the sessions were paid for and not to be worried about hereafter. He said he didn't believe my "story" and that I should've read the contract before signing. Also that no matter what was said "verbal agreements are not honored". He pointed out that all the terms and conditions where given to me in the copy of the contract that was supposedly emailed to me. When looking back I had not received said email. He went on saying, it doesn't sound right that an email that he sent on this date and time did not get to me "It's under your name, did you even look?" I asked him to resend a copy and when he did the email in the contract was MISSPELLED along with the wrong address confirming it was never sent to me. In the contract it states I'm entitled to a copy and within three days of receiving that copy I can cancel with full refund. With never receiving a copy, I'm entitled to a full refund of the two months of personal training I did not take. The manner and tone in which he spoke to me was hasty, rude, and condescending. I do not appreciate the five day runaround I was given or the lie over the initial charge. I feel as if they knew they blindly lead me into a six month contract and had hopes that they could give me the runaround long enough to continue to bill me. Had I received the copy THAT DAY I most certainly would have reviewed it and seen that what I thought I was signing up for WAS NOT WHAT HAD BEEN TALKED OVER OR PRESENTED TO ME. Also when cancelling with the PT it was her responsibility to redirect me to the manager to cancel properly instead of telling me "no worrries" knowing full well I would still get charged. I am left disgusted with the lack of moral compass. This team knew I did not want these sessions but put me off in hopes of stealing from me to get their share.

I am not a happy citizen...EOS continues to STEAL from me and I want it stopped. Here is the story, yet again...

*I cancelled my membership in May 2020 after you folks tried to steal from me...your staff person took my card, and stated that he would do the cancellation process.
*On June 1, 2020, EOS STOLE from me a "Membership Fee"...but I had no membership
*I went to the gym at 85th and Thunderbird, where I HAD been a member and asked why EOS continued to take my money when I did not have a membership? The employee assured me that the matter would be resolved on the following Monday (I went to the office the previous Friday)...
*Again, on June 30, 2020, EOS STOLE from me again...another "Membership Fee"
*I went to the location, but only the janitor was there and he could not be helpful
*I have called US Bank and filed a "Dispute" with them for the stolen $$$$
*I have attempted every way I could to resolve this matter, but you folks have gone underground, I guess.

My cell phone number is [protected] which you can use to contact me...this matter will be resolved, either with your professional approach to problem solving and the speedy return of my money, or we/I can take legal action to resolve the matter. Your Choice.

I think my former membership no. was [protected]...this is all that I have...I trust you will take immediate action and avoid unnecessary negative energy. Do the right thing, STOP THE STEALING!

Please read the email I sent to the Regional VP of Sales and Operations in Nevada:
Hi,
I am writing to you regarding a very horrible incident that happened last night at approximately 8:30pm at your Eastern and Serene location. Upon arriving to the Gym with my husband, we wore our face masks upon entering and put them away once we started working out, as we always do. As we began to to work out one of your employees, Jake, approached us and told us that there's a new rule stating that masks must be worn at all time except for classes and cardio. We were both confused as we looked around the gym and saw around 10 people not wearing masks. My husband mentioned that to him and he stated that he was making his rounds and telling all guests the same thing. We didn't see Jake telling anyone else what he just told us. We continued our work out while still maintaining social distancing and the other protocols implemented at the reopening of the gym. We get it. We respect that. We have been members since it was Golds Gym! But you cannot, as an employee, ask one guest to follow the rules while looking the other way at others! So around 15 minutes later, Jake approached us again telling us we needed to put the mask on or leave. Meanwhile, once again, ignoring people within close proximity to where we were that were also NOT WEARING MASKS. This is not only offensive but discriminatory. Jake was obviously singling is us out. Is this the type of people that EOS employs? My husband explained to him that he needed to tell everyone, not just us, to put our masks on. He began to threaten us saying he would call security, which he did in fact do, but he called Metro. I don't understand. He called Metro to ask US to leave, but no one else that wasn't following the ‘mask mandate' was asked to leave. In fact, as we were talking to Jake and the two Metro officers, there was one guest right behind Jake NOT WEARING A MASK. I asked him if he was going to ask him to wear his mask and he said yes, as soon as we're done here. Oh, and there was also another guest directly behind both officers NOT WEARING A MASK. Again, Jake said he would tell them after we were done. I'm gonna go out on a limb and say that Jake didn't ask anyone else to leave or even wear their mask, because he had singled us out. Something needs to be done about this. Employing someone like Jake is a bad look for the company. Maybe he shouldn't be in this business, especially at a time like this, with so much going on in the world regarding discrimination. Like I said earlier, we've been members for a long time and have never given any problems whatsoever. We were happy about the gym opening and respect what needs to be done to keep the gyms open, not only for the members, but for the employees. However, I cannot just let this incident go. Jake is the most unprofessional person I have ever come across. Instead of him just doing his job and being fair, he chose to go out of his way to single out my husband and use his ‘authority'. Why? I don't know, you would have to ask him. Please address this issue ASAP. I'm extremely disappointed that I had to write this email. I hope this can be resolved.

Gloria Pasion

Hello. My name is Jeanine Holland. Me and my Husband Jeff Holland are members of your gym. we signed up on Feb. 26th at your 51st Ave and Olive in Az. On March 17th you closed your doors due to COVID 19. You reopened your doors on May 18th. I was contacted by my personal trainer and was given the choice to cancel or continue with both memberships and P.T. We both wanted to cancel both in full due to my Husband losing his job due to COVID 19. My P.T. informed me that I needed to contact the gym to cancel. Which I did. Talked to Nigel and was assured it was cancelled. From June 8th to present date multiple charges were made towards our account. I have bank statements to prove all transactions. I've been back in forth to the gym trying to cancel. Talked to Deionte the Operations Manager and I also talked to Deigo the General Manager. They both have informed me that mine and my Husbands accounts have been frozen for 60 days as of June 16 but that is not true. I've also contacted ABC Financial and talked to multiple individuals as well trying to stop the charges to our account. They also have informed me that it doesn't show on our accounts that they are frozen. It shows that they are both active. Both Deionte and Deigo informed me that I need to go through ABC to cancel. Well that is not the case. ABC informed me that since we do have active accounts that the gym has to cancel, not ABC. We had only enough funds to get by and because of being giving the runaround by your gym Managers both ABC and EOS have taken approximately $450.00 within 1 month. We have 2 kids to provide for and now we are unable to do that due to all these charges. Asked for a refund as well since we are being charged for the months the gym were closed. I only had 2 P.T. sessions and my Husband only had 2 P.T. sessions as well. We didn't even get to workout at all. Didn't get to use the childcare at all but yet we are getting charged for it still. How can we be getting charged for services that we haven't/hardly used? This is not how clients should be treated and when we have tried to reach out, all we get is lied to. All we want is to end both of our memberships, both the P.T.s and childcare since the childcare is still closed. We have been charged for insufficient funds plus the fees for the membership, the P.T. and childcare. Please help me and my Husband. We have no funds at all and when we did, EOS and ABC have taken it. Please we have to end both our memberships, P.T. and childcare. We have been trying to get this resolved since May 18th.
Thank you for your time and I look forward to hearing from you ASAP.

Jeanine & Jeff Holland