EOS Fitness review: Cancellation of gym membership

Hello,

My name is Cathy Hogue and my account is [protected]. I was advised to reach out to you by Brandon, one of your associates at ABC Fitness. Very patient and great customer service. I explained to him that I was having issues with trying to discontinue the training program at EOS Cave Creek in Phoenix. I signed up at EOS Fitness on April 25, 2023, for a membership and a 6-month training program with John who explained that I would have to let them know by September 25th if I wanted to cancel the training program or else it would automatically renew.

Three days after signing up and meeting with the trainer I told John that I wasn't interested in the program and asked if there was any way I could cancel and keep the basic membership. He said he would have to do some checking and would get back to me. Didn't hear back so I called the gym at 8:00a on May 30th and was told Tommy wasn't in until 10:00a. Called again at 10:30 and Tommy was still unavailable, so I stopped by the gym and waited to see him. After about 45 minutes I had to leave for work. I called again at 2:15p and left a message with Joe for Tommy. Finally, at 3:00p I received a call back from Tommy saying they could not cancel training until September 25th. Tommy mentioned I had unused monies that would be placed on account totaling roughly $440 - $528.

Then on August 8th I was on the way to meet the trainer and tripped and fell pretty hard on the sidewalk going to the front door of the gym and hurt my left wrist. I still worked out with the trainer for an hour but had to be careful of my wrist. The trainer and I decided that I should go and have it x-rayed. It turned out that I fractured my wrist and couldn't use my wrist for 6 weeks. I let the trainer know. So that was the last time I was in the gym.

I called on September 24th and spoke to the front desk to cancel the training program because my 6-month contract was up and was told that there weren't any managers available for me to speak with to start the request of cancellation and that they would leave a message for the manager and have that manager contact me. A couple of weeks went by with no call back. I called again to check on the status of the cancellation and spoke to an assistant manager who said his name was Mo.I told him what was going on and he then said that there was no manager available to do the cancellation and he would escalate the request and have a manager process and get back with me. Keep in mind this is now November 12th and I am still getting the runaround. By this time, I was pretty livid, and Mo was talking over me repeating the same thing over and over again that he would escalate the request and start the process of cancellation, but he didn't do it. Mo didn't see any notes listed in the computer of me contacting them to cancel my training. So, I told him I would also like to cancel the membership as well because there didn't seem to a manager available at all and I just don't them. Mo never called me to let me know the status of the cancellation request.

At this point I called my bank and placed a dispute for the training and membership fee. Since I had to take this measure because no one was able to help me, I decided it would be best to cancel the basic membership as well. I am hoping that this email doesn't get lost or ignored.

Respectfully,

Cathy Hogue