EOS Fitness
Reviews and Complaints

I am a member at the south Durango location in Nevada. I have made several requests to cancel my personal training. I have completed the 6 months. I continue to still be charged. This is unacceptable. I have not continued the visits and if my money does not get refunded, I will end membership. My name is Kelly Earley and I need this addressed or I’m filing a complaint with the better business bureau

EoS Fitness:

I went out looking for a fitness place. I quit 1 of my jobs and was looking for something to help me feel better. I got to the EoS program… I was met by someone who told me to come back the next day cuz it was a free trial day. I went home and looked online at the different programs. I knew that I was going to take the black card program for $26/month. I came back the next day ready for a work out trial. I never even had the trial on the equipment. I was taken back to the desks with a different person who took me through the signing up program. They kept telling me about the personal trainers program and I said that I was not interested. I told them quite frankly that I could not afford a personal trainer and I did not want one! However, I explained that I would like to know if there is someone who will be around because I do not know how to make benefit of the machines etc. They told me that there might be someone around to ask. So I was not going to sign up. They brought up the personal trainer again and I explained again that I definitely do not want one, that I cannot afford it and I don’t even want to be able to afford it. I just wanted some assistance in getting started. After already taking 45 minutes… They now want to go to talk to “somebody in charge” of the programs. They came back like 15 or so minutes later and said that they have Alex who is going to do 3 days for 3 weeks for $20. They also said that there is an expiration time on this. I explained to the that this week is a terrible week for me to start as I am working a lot! Plus I take care take the parents (in-laws). As to which they told me not to worry we will make sure that you get what you need, and not to worry about the expiration date that they would work with me. So I signed up. I asked for the receipts. They explained how to download the app on the phone and told me that the receipts would be in my email. So I went to my email and there were blue boxes with ? marks. I was not able to pull up anything. So I called and they sent the message again and again, I get the same blue boxes with ?marks in them.

The next day that I had available was Friday. I meet with Alex. So, he starts with me and I thought that it started out ok. He starts by giving me reps and skills. I never got to the equipment part. I noticed that he was always looking at his watch. I try not to judge that he is bored with me, so I just get the most out of what he is giving me. I also start writing the program he gave me into my notes. He told me that there was no need to do write it out as he was going to email me the whole program. So I stopped writing and finished the workout. I personally did not feel comfortable working with him, but I was not able to choose a person and I figured for $20 that I would take what I can get. So, I go through the program he gives me and I know that I will be sore the next day. On my way out I stopped and asked for a copy of the receipt. I got a copy that consisted of 2 pieces of paper.

I was able to stop by a couple of days later and I explained to one of the guys sitting where the desks are about an issue that popped up. I explained that I did not want POPEYE arms. My arms got swollen after that 1st session with Alex. He told me that happens sometimes and that the swelling will go down. I did a little workout of what I could remember and was on my way back to the locker room. I saw this gentleman in a suit sitting at the desk closest to the equipment . I also asked if Alex is around. The gentleman told me that he was at another location today. I asked if it would be possible for him to call me. He said that he would get hold of him and let him know to contact me. I was still waiting for the program to show up in my email and it never did. And, Alex never contacted me for the completion of my $20 start up program.

After that, I have a very busy week again. My mother-in-law had a fall and was in the hospital,. She broke her Femur where it was displaced and she needed major surgery that took a very long metal plate down the entire length of her femur with several screws to hold it in place. Between getting back and forth from hospital to the job etc, I was only able to get back to the gym one more time. I asked if Alex was around and was told that he no longer works for the company. I explained my situation and was told that they would get somebody else for me. I also had made a couple of phone calls and heard that I needed to talk to Emily and her email is [protected]@eosfitness.com. So after a couple of months of taking care of my mother-in-law, she passed away in Hospice Sept 6th, 2022. I finally get some time to contact Emily and sent Emails back and forth. I also get time to look at some of the bills and notice that a credit card I had to use when I had lost my card had a high balance. I saw a couple of charges on there for $88 and the monthly charge for $26. I was going to change the credit card and totally forgot that I had put the sign up on this card. I now see that I have been being charged many months of this. So I have now emailed Emily again and she wrote to me that I am responsible for the charges because I signed a contract. I wrote back again and said that I would never sign anything that would put me with a personal trainer and that I explained that at the time of sign up several times. She has now told me that she will not get back with me until Monday. I need this problem stopped and fixed immediately please. It is not ok to go behind my back and just start making charges for something that I was adamantly against from the get go!

Please help me so that I would be able to get was I was promised and still be able to have a place that I would be able to work out in with Peace of mind! Right now I just want all of my money back and I would like to report this company to the BBB and any venue that will listen to what a crooked business this is! If I have to take this to the higher authorities I will do that too.

Utterly Upset,

Lynne L Anderson

I went into the EOS gym and met with an EOS employee to sign up for a membership on September 7th. I was talked into signing up for a Personal Trainer. I called that same day and talked to an employee at the front desk and told them I actually wanted to cancel the Personal Training appointments (I was not told that I was signing a CONTRACT. That word CONTRACT was never used. It was never communicated to me that once I signed the papers I was locked into the contract for 8 payments and 8 sessions and that I would have to pay the full amount if I did not meet those sessions) The EOS employee said that I would have to come into the gym and do that in person. And then they told me “Why don’t you come in and do a personal training session and then you can decide.” I said OK.

I went into the gym the next day and asked for someone who I could meet with and cancel my personal training contract. I was told by the person at the front desk that there was not a personal trainer there and to come in the next day. I called the next day to make sure that someone would be there so that I could go in and cancel my training sessions. The EOS employee on the phone said – I don’t know who told you, you have to come in and do that. We can submit a request for you.” My information was taken. I sent a message on September 15 to follow up. I also called September 24 and messaged. I have gotten no head way with getting my personal training canceled and have thus been charged 68$ six times for personal training and they have only been open 6 weeks. I just called the gym again asking for a specific trainer and manager and was told the trainer was not in and there were no managers at the EOS gym. I am frustrated and getting no where so am starting with filing a complaint and seeing if someone can give me some ddirection.

I have been working out for a long time in a variety of gyms and have had good relationships with members and staff with few exceptions but never to the following degree. On February 1st. 2022 I was working out on one of the cable pulley stations doing ab crunches at the 59th Ave and Loop 101 location. While in the middle of a set the pulley cable snapped. The bar hit my head very hard and my elbows struck the floor with great force. I suffered a concussion. Quite dazed.. Staff came up to me no one offered first aid esp. Corey Krebs the club manager came up but all he did was yell at me when I didn't do things his way. He was on the phone with someone within the company when he could have assisted me. I did go to the ER that night and saw doctors later and had tests done. I was diagnosed with a concussion. I missed work. When I contacted Keith and Derek (reps with EOS) they referred me to their insurance company Zurich. The rep there told me he could ask his supervisor to file for insurance assistance. They sent me a letter accepting the equipment did fail but declined to take responsibility. I asked them also to retain the broken equipment for my inspection and have ignored me still and other related requests to this incident have been summarily dismissed. To date after reaching out to them for resolution via multiple emails and calls I keep being dismissed. They did just repeat the same mantra they refuse responsibility.

I'm not going to waste my time here, as I can see 92 out of 92 complaints have not been resolved. Consider mine 93. The following letter from June 23, 2022 has not been properly addressed nor resolved. Cannot get an answer from Katy O'Neil or Keith.

Good morning Katy,

I was provided your email by Quinn at the EOS located on Bell Road and Loop 303 in Surprise, AZ as an avenue of filing a formal complaint. I find it hard to believe that a corporation as big as yours, does not have a formal complaint process in place.

Anyway, I am filing this formal complaint with you, as instructed, in the fact that you are allowing any man who identifies as a woman access into the "WOMEN'S" locker room. Please know that I am making EOS aware that I, amongst many others, are appalled by this act of discrimination and indecent exposure. The sign in your locker rooms states that EOS does not discriminate. Allowing men into the women's locker room is discrimination against women. I don't care who these men "identify" as, it is discrimination. It is also indecent exposure, especially with minor girls utilizing the "women's" locker room.

This complaint officially makes EOS aware that I am offended and alarmed by this act.

If those who are identifying as something 'other' than what they were born as, then they should go to a locker room identified as "Other". Allowing men into the WOMEN'S locker room is discrimination against women, indecent exposure, and is an act against our privacy rights.

I am requesting, as a long time member, that EOS immediately stop this policy and provide a "Other" locker room for those who identify as "other" and reinstate my rights as a woman, and stop this discrimination and indecent exposure.

I look forward to hearing from you.

Oct. update: I have since canceled my membership due to their policy, lack of care and concern, lack of follow up (as promised), and their discrimination against women. MEMBERS BEWARE!

I have already reached out many times and haven’t heard anything but my image is being used 3 years later since working for the company and I haven’t been paid for my prior work and ongoing work. I am not ok with the fact my image is being used especially when I didn’t authorize it.

I have gotten 3 or 4 messages in my inbox about my picture being used

To whom it may concern;

My name is Andrea, I have been a member of EOS in Chandler AZ for a couple years now. I have never been more disgusted by the treatment me and my disabled mother in law received on 10/ 12 and 10/13 2022 from the manager at the Gilbert and Ocotillo location, or so we thought. When we asked to speak to someone above him he denied us. My mother in law has had severe health issues over the last 4 years, 30 plus surgeries and multiple hospital stays, I am a licensed PTA (Physical therapist Asst.), Both of us are paying members over the last number of years. I was using my membership, as a way to medically assist her, performing Physical Therapy with her, without getting any pay. I am NOT a personal trainer or anywhere close. All medical related, helping a family member in my free time for ZERO dollars. On 10/12/22, we were treated like children getting called into the principal's office, in a closed office after he pulled us away in front of everyone. (I had been assisting her over the last 6 weeks before this incident.) We were then threatened, told our memberships could be revoked, we were being watched by others ( personal trainers) who never said a word to us. Then lied and told its in our membership agreement that individual coaching was not allowed. The "manager" we spoke to TWICE could never provide us with evidence of this on paper that had our signatures. There was zero humanity from him, he didn't listen, and acted like he didn't care. My mother in law was discriminated against, because she doesn't meet your personal trainer's level of mobility. All that was wanted was her money, and if she didn't "fit the bill" to use one of your personal trainers, then she wasn't allowed to be getting any help. There was no understanding of the medical side this was all coming from, had no idea the difference between physical therapy and personal training . There was no remorse or apology for not being able to allow what we had been doing for the last 6 weeks! I would think that if this was against policy , We understand the liability aspect of this, but there was absolutely no effort to work around it, no human element put into play. Would think someone within the 1st couple weeks would have approached us about it,not waited so long. How dare this company discriminate! Social media and the internet are big things, I will be spreading the word, if no response.

Serious Medical reasons have prevented me from attending. 2 days after signing up, I texted the trainer to cancel. He said I have to go in and complete documents. I’ve not been in good enough health to go in for document completion. I was never told I had to have a doctor note to cancel. I have sent my doctors note and I’m still getting charged and I’ve never been able to go due to serious medical illness. I have been trying to cancel but they still keep charging. I’m getting a new credit card and have canceled my old one because this is not legal nor kind.

I Joined EoS fitness last month Sept 2022 in the Bountiful, UT location. I agreed to the Black membership with $1 inition fees/ 29.95/mo membership and $40 yearly fees as well as free month of personal training. I pre paid all first month with credit card and was told when joinunh if I wanted to add a family member on it would be free of charge and could be done at any point as long as they lived in the same house as me. That's was all good at first

10 days later I was charged $89.95 EoS fitness acces fee. Then a separate charge of $188.00 from ABC fitness. I thought ok that's odd since I ha dpaid all fees up front and was not expecting a charge until October. But said well it must of been 89.95 for first month and charged next month personal training fee early. Alright np. Well 10 days later the exact same charges again so in 1 month I was charged close to $600. I called corporate a d the gym. I talked to corporate which said something does not look right but that they couldn't refund me the money but would credit the account. I then talked to Stephanie at Bountiful gym about the same she said the same she could not refund me any if the money but could credit the account. I said that was fine but better not see another dime come out of the account at most with me and my wife having memberships should be no more than $65/ mo that's it. I want my membership cancelled and all money refunded. I thought this was a good gym.

I guess I was wrong.

I wish to cancel my membership altogether. I called last week to corporate, I was told that if the membership was within 30 days of signing on I can get a refund. This morning I received a call from Ace, personal trainer at the Warner and McClintock location and was told that membership cancelation will take 30 days and I will still be billed. This is extremely unacceptable. I use to love EOS Fitness but I'm starting to get really frustrated over the inconsistent answers I receive. It was already a pain to get off the personal training program. I decided I don't want the membership at all and I'm being told it's a 30 day process and I will still be billed. Is there any way I can get a refund along with my cancelation being expedited? I will be calling corporate this upcoming Monday as well. Why does it need to be some time period to cancel? I'm suspecting the wait time just so I don't get a refund, how cheap is this company?

A male district manager at towards 59th 101 in glendale decided to raise his voice at me while he was not in uniform or have any eos shirt on. Very unprofessional of him to think he had the right to raise his voice at a member while not in uniform. He simply could’ve told me in a normal voice but letting everyone hear him spiked my anxiety levels and it’s really hard to deal with that.

I am having an issue the the trainer package I purchase. Just meeting once, a week for 30 mins is not beneficial, but most important due to a car accident years ago, so workouts arent good for me so I am getting hurt on some of my muscle w some of the workouts. cant continue w it, I can be a member for the gym and thats all I need.

Note:

* the trainer is a very nice guy and really is nothing wrong w him.

Hello,

My name is Sid Thomas and this is a final complaint for the EOS in Roy. Last month I was triple charged. It took me 3 days to get ahold of a manager as I was denied each time to talk to one. As a general manager of a GYM I know that when a member calls and asks to speak with a manager, they get to speak with me. This is unacceptable. I finally got my money back for last month and after all that I decided to cancel my membership. After cancelling I thought all issues with this gym were resolved. Now, today on September 19th. I was double charged again, after cancelling. Once again after calling I was unable to get ahold of a manager after requesting several times to speak with one.

This has been the worst customer service have ever experienced. I have a surgery in 2 days and I needed that money. As someone who deals with ABC billing in a daily basis, I know that it will take days to get that money back.

Please fix this issue and talk with your team at the ROY location as everyone there does not care about their job nor the members.

Thank you

This complaint is about the Cave Creek location. I go to Mountainside but after the EOS opened up by my house I went in to check it out. After I toured the club I decided not to sign up for multiple reasons. She said that I could have a two week pass for a dollar and that if I didn’t want the membership after the two weeks to cancel and I would have no membership. I’ve worked in gyms before so I know how unethical they can be so I repeated to her “this isn’t going to have a 30 day cancel in which I get charged for the 1st month or a cancellation fee or the annual fee correct” she said no and so I said yes. I cancelled about 3 days after and they told me it was cancelled. I was then charged the annual fee. I had my bank cancel and reverse it and then spoke with multiple employees and managers in person and on the phone who all told me it would be taken care of. I started receiving collection calls from ABC financial and another charge was attempted. The club manager gave me the area manager, Cory Krebs’s email which sounds like a fake name based on the Krebs cycle and he ignored it. I’d like the account cancelled from EOS as well as ABC Financial with any fees refunded. I will also send an invoice to EOS for my time spent dealing with this

This location has become quite disgusting. They need a simple regularly scheduled cleaning crew that can be coached to manage expectations. It’s a matter of simply vacuuming, mopping around and under all equipment and wiping down equipment with appropriate chemicals. When this location was under Golds Gym's control everything was vacuumed regularly, and they did a thorough cleaning about three or four times a year. We don't want to get sick trying to stay healthy.

I joined EOS gym and enrolled in the Personal Training program. The person that helped me sign up for the gym did not explain that I would never be able to quit the personal training unless I have a doctors note or proof of moving 20+ miles away. I also can't cancel my membership in order to cancel Personal Training. I have called saying I do not want to take part in the personal training and do not want to be charged $88 every other week for something I do not want or like. The gym has made it impossible for me to do anything in order to get out of the personal training program. I am essentially stuck indefinitely and there is nothing I can do. I can't go to my bank and have them cancel it because then my account will go to collections and the gym says I will have to pay eventually anyways. I need to have the personal training cancelled ASAP. All I have been able to do is have them "freeze" my account but they say I can only do that twice then I can't do that anymore and the freeze only lasts 30 days.

On or about [protected] proceeded to the counter to talk to the operations manager about charges made to my card of 99.00 which which over drafted my checking account. I ask him why my card was charged this amount he stated 50.00 was annual fee and 24.99 for the month and 21.99 because my card didn't go through. I came to the gym only for month to month. I didn't want a contract just wanted month to month. Then he must have mislead me when he started: if you use your checking and do autopay it would be cheaper 21.99 if I did so. I did not aware that he put me in a contract. This is fraud. I had know I deal i was under a contract. I canceled my membership.