eosfitness.comReviews of eosfitness.com

**Told an account was canceled—then billed for two more years.** EOS offers good equipment at an attractive price, but my experience with billing, cancellation was frustrating. I had been paying for both my membership and my former wife’s. A few months after our divorce, I went to EOS in person to make sure my credit card was no longer linked to her account. She was no longer using the gym, and staff assured me her account had already been canceled. I assumed she had taken care of it. About two years later, while reviewing my bank transactions, I discovered I was still being charged for both memberships. When I returned to the gym, staff explained that they might have given me incorrect information: her *guest account* had been closed, but her actual membership had remained active. Despite acknowledging that possibility, they declined to refund the charges unless I could prove the earlier conversation. What proof was I supposed to have? I had gone to the gym specifically to address the account and relied on the answer their staff gave me. The fact that she hadn’t checked in for approximately two years didn’t change their response. They also couldn’t complete the cancellation at the desk. I was directed to a website to locate the agreement and go through additional steps. Then I was told there would be “one more” charge because the required notice hadn’t been given. My next issue is paying for amenities I can’t access without staff assistance. I recently switched to the new San Tan Valley location because it’s much closer to home. It’s a nice gym with plenty of equipment, but it uses a digital NFC tag instead of the standard barcode for entry and access to certain amenities. My tag doesn’t work. Staff told me to update the app, then delete and reinstall it. I’ve done that several times without success. They eventually took my name and said IT would address the problem. Meanwhile, I need staff to check me into the gym manually. I also can’t independently access the recovery and massage areas included in my membership because those require a working tag. Staff say I can ask them to scan me in, but having to find someone every time is not a practical long-term solution. Initially, staff told me approximately 2,500 members had the same issue and that I needed to wait. When I followed up, that number had grown to 4,000. Why should I care? I’m still paying for amenities I can’t access on my own. Finally, there’s the lack of follow-through when equipment features stop working. At the Ellsworth/Riggs location in Queen Creek, Arizona, the Life Fitness treadmills and stair climbers have an Apple Watch connection feature stated right on the equipment: “Connect your Apple Watch.” I like this feature because it keeps my watch and the machine from reporting completely different workout numbers. Eventually, it stopped working on all but one of the treadmills. I reported it to staff, but nothing came of it. They seemed unfamiliar with what I was describing, even though it still worked on one treadmill and all the stair climbers. I don’t know what the repair required, but I expected someone to take the issue seriously and follow up. I previously belonged to Lifetime Fitness, and EOS is significantly cheaper. I also prefer having more space devoted to workout equipment rather than pickleball courts, basketball courts, and cafés. The facilities themselves offer a lot for the price. But good equipment and convenient locations don’t make up for poor handling of billing disputes or unresolved access problems. I still use EOS because it’s close to home, but based on my experience, whenever there's another convenient option, they will definitely lose me as a customer.

Three people at the front desk and they couldn't answer simple questions. Told me to come back another time. There CS training is really bad.

Regarding the actual membership subscription, the company insisted I had to pay a "downgrade" fee to change to a less expensive plan...that fee was nowhere in the contract and when I confronted them on the issue, they ignored me. I didnt pay the downgrade fee bc I knew it was ridiculous and when they attempted to "help" me not pay the fee, they created a new membership for me and expected me to pay the annual fee again and enrollment fee again. total scammers

The staff were INCREDIBLY rude over the phone. I called on 10/16 at 8:22pm. If I could give zero stars, I would. The gym has a tiered structure that allows you access different amenities. On the website, it explicitly outlines amenities by tier. The issue is that when you use insurance to sign up, they assign you a tier that is not listed. I called to ask a very simple question: which tier (do, crush, or power) does my membership correlate to? The young lady was simultaneously incompetent and arrogant. I wanted to better understand what I could do in the gym and she jumped right into trying to get me to upgrade my membership. I asked the same question at least four times and she refused to admit that she did not know. She told me that my membership was the equivalent of the second tier but then proceeded to tell me that I would have to upgrade to access amenities like the swimming pool. The problem is that the website lists the second tier as Crush and the swimming pool is included with that tier. When I asked her to clarify that by serving tier she meant Crush, she just stopped responding and held the phone. I know that she held it because I heard murmuring in the background. I called back and asked not to be transferred back to her and tried to explain that I had a simple question. The man who answered didn’t even let me finish my sentence. I just heard a click, the hold music, and then her voice again. She said the call dropped but it did not. I began to ask to speak to someone who would answer my question but she began to speak over me. She was still trying to get me to upgrade. It’s incredibly frustrating because this call was not to request access to more amenities. I just wanted to know what areas of the gym I currently have access to. I shouldn’t have to physically walk into a location to get an answer and decent customer service. After two calls, I STILL DON’T KNOW which tier I’m on. I’m sure they have young staff and that’s wonderful but phone etiquette is a critical skill and antagonizing someone into upgrading is a terrible sales strategy. Simple phrases like “one moment while I transfer your call” and “please hold while I look into this” are not optional. This interaction felt terrible and made it clear that they clearly do not care about their members if this is how were spoken and treated just for seeking clarity about a very confusing explanation. Advice: train the staff on customer service and make sure your sales team members know your tiers before letting them take calls to answer questions. If you don’t already, audit your calls often because they were very brazenly rude. If I were looking to sign up, today’s experience would’ve immediately stopped me and I definitely will not be referring anyone here.

I had a very unpleasant and unacceptable experience with the Operations Manager at the EōS Fitness location in Sugar Land, Texas. During my workout, I borrowed a step platform from an unoccupied room to use for approximately five minutes. No one was using it, I wasn’t interfering with anyone else’s workout, and I wasn’t disrupting any gym operations. What bothered me most wasn’t being told I couldn’t use the equipment—it was the Operations Manager’s unprofessional and unnecessarily aggressive behavior. Instead of approaching me respectfully and speaking to me, she chose to poke and physically push me to get my attention. As an Operations Manager, shouldn’t she be setting an example of professionalism and respectful communication? Wouldn’t it have been more appropriate to wait until I finished my exercise and simply TALK to me? And more importantly, if members aren’t allowed to borrow equipment from an unused room, why not provide enough step platforms on the gym floor for everyone to use? I understand that gyms have rules, and I have no problem following them. However, there is absolutely no justification for an employee, especially someone in a management position, to put their hands on a member simply to get their attention. I expect better treatment, professionalism, and respect from the management team at EōS Fitness.

I visited your establishment on August 17 and asked an employee to cancel the service; I provided my phone number and asked if the cancellation had been processed, and he confirmed that it had. To my surprise, on September 24, debits were made—including from an account with a zero balance—resulting in two $34 bank fees plus your annual fee, totaling $248. I returned to the location, and the employee, Jhonatan, lied by claiming he would resolve the issue, call me back, and issue a refund, but none of that happened. Your service is terrible, and my lawyer will be in touch.

Been a member since EOS took over this gym location in 2017, lot's of turnover both staff and members. That's a gym. Mostly quite satisfied but last Monday I was working out in an open area and a cleaning crew guy told me to move out of the area so he could clean. Maybe this is a new policy. Paying members get out of the way of cleaning folks (this is a subcontractor, not EOS staff). OR maybe cleaning folks should be instructed to wait/find another area to clean when a member is using space. If it's the former please post signs to "GET OUT OF THE WAY OF CLEANERS" or if the latter, instruct cleaners as needed. Mgr and front desk staff are great, this is not on them. :)

I'm a member EOS Hudson and 52. How long are we going to keep paying for a service we aren't using? How long is the sauna going to remain closed?, Sometimes I'm coming only to use the Sauna and I have to go back because is still closed. 🤔🤔🤔