“Unprofessional and Misleading - THE ABSOLUTE WORST EXPERIENCE AND I CANNOT CANCEL MY MEMBERSHIP.
I don’t usually leave reviews, but my experience at this gym was so disappointing that I feel compelled to warn others.
I signed up for personal training expecting professional guidance and support. Instead, my trainers frequently showed up late, one canceled at 4 AM - only 45 mins before our early AM session, because he was "tired" - showed up late, and even arrived smelling strongly of weed. That level of unprofessionalism is unacceptable in any fitness environment.
I was promised customized workout plans and nutritional guidance but received absolutely none of it. To make matters worse, I later discovered that one of the trainers had misrepresented their certifications. When I addressed these issues, management failed to take any meaningful action or offer real accountability.
This gym is all talk: slick sales pitch, zero follow-through.
If you value your time, money, and fitness goals, I strongly suggest looking elsewhere.”
“I hate to report or write anything about a business, but I have no other choice!
Maybe they will listen once I write a review.
I’ve complained several times about the temperature at the Sugarland location. It is too cold inside this gym to even get a sweat. I feel like I’m wasting my money coming here because I can’t get a sweat. They have those Big Ass fans on full blast🤷🏽♀️. Is this a gym or a club?🤔
You know it’s too cold when your hair is blowing and you are across the room🤔.
You can’t run from the fans because it’s about 4 to 5 in there and all of them are blowing full blast plus the ac is up high.
If you wanting results don’t join this gym or location !
What good is it to have great equipment when it’s too cold to even get any results?🤔. You have to sweat if you want to melt down that body fat!”
“getting charged with $280 even after canceling membership, and I have been reaching out to cancel for more than a month. I have been a member for the past 15 months and stuggling to get the right responses from eos team. There is no easy way to reach the team and ask for cancelation. Please dont sign up for auto payment or personal training, its challenging to work with the schedules of trainers - you keep getting charged, there is lack of flexibility to work with trainer schedules, and extremely difficult to cancel. I got charged again, today, even though I have been asking to cancel since more than a month back.”
“Writing my review here because your site won't let me write a review, or send the feedback email via Contact us.
Dear EOS Leadership Team,
I am writing to formally express my deep dissatisfaction with a recent experience at your facility, which unfortunately reflects a pattern of ongoing issues I have encountered over the past year.
I joined EOS Fitness approximately one year ago with the intent of maintaining my fitness routine during the warmer months. My high school-aged son joined as well, eager to begin strength training. In support of his goals, I committed to a four-month personal training package for both of us. However, from the outset, our experience was plagued by inconsistency and lack of professionalism.
During the first few months, we experienced a revolving door of trainers—many of whom quit, were terminated, or simply failed to show up to scheduled sessions. We often only discovered these cancellations upon arriving at the gym, with no prior notice via call or email. Though I was repeatedly assured that additional sessions would be added to compensate for these disruptions, no such adjustments were ever made. Additionally, I was unable to cancel due to being locked into the four-month agreement.
The turning point came when we were paired with Braiden Brown, who has been nothing short of exceptional. He has demonstrated professionalism, dedication, and a genuine investment in our progress—particularly with my son. Braiden brought consistency, motivation, and a sense of accountability to our training, and for that, I am truly grateful.
After nine months of training and considerable progress, we decided to end our training program and continue independently. I met with Jake, the Fitness Training Manager, who guided me through the cancellation process. During our conversation, we reviewed all my active training plans, and he assured me that everything would be cancelled appropriately. He explained the remaining billing schedule and the sessions I would have left based on completed training. I was told I would receive a confirmation email in a few days.
Ten days passed with no email. When I followed up, Jake reassured me that everything was pending and would be processed soon. However, when I visited the gym today to confirm once again, a staff member informed me that one of the training programs was still listed as active—despite the original request clearly stating the cancellation of both. The associate attempted to clarify the situation and acknowledged that an error had occurred. He then went to consult a manager.
What followed was an unfortunate and unacceptable interaction. The Operations Manager, Natalie, engaged with me in a manner that was deeply unprofessional and, frankly, humiliating. She raised her voice, pointed her finger at me, and dismissively told me to go sit at the front desk if I wanted help—refusing to assist me herself. When I asked how long I might have to wait, her response was, “I don’t know, an hour, whatever,” before she shut the door in my face and turned her back to continue speaking with other staff.
This experience left me both embarrassed and disappointed. Thankfully, Assistant Manager Maverick later came to speak with me. He was professional, courteous, and confirmed that the error had been corrected and no additional charges would be made. I appreciate his help and professionalism.
When I asked who the facility manager was, I was told it was Natalie—the very person who had treated me so poorly. As a Vice President at a large investment firm, I fully understand the pressures of customer-facing roles and managing operational challenges. However, behavior like this not only damages customer relationships, but also erodes trust in your brand.
EOS Fitness is a growing company. I’m aware of the recent investment intended to help the company expand from $150 million to $190 million in 2025. But with front-line managers like Natalie representing your brand in core middle-income communities, you risk undermining your progress. Her behavior was not a reflection of youthful inexperience—it was a lack of basic respect and accountability.
I urge you to provide Natalie with the coaching and support she clearly needs. Additionally, having a facility manager working behind a closed door, disconnected from the client experience, is not conducive to good service in a member-centric business like fitness.
While I don’t expect a follow-up, I felt compelled to share this with the hope that your leadership will take it seriously. A better service model and stronger managerial presence will help you reach—and exceed—your growth goals.
Sincerely,
AL”
“Think twice before signing—no hardship flexibility
I signed a 4-month contract with EOS PALM BEACH GARDENS Personal Training on 3/5/25. After unexpectedly losing my job on 4/11/25, I emailed on 4/14 to cancel per their 30-day notice policy—but EOS is refusing to stop billing me four more invoices until June 2025.”
“New gym opened in Scottsdale on FLR and Via Linda. I stopped by to see what they have to offer. Surprise! they would not even talk to me without taking my email and phone number. "liability".. what a BS! Just lost a future customer. Actually, 4 of them.”
“Do not ever deal with EOS. I needed to cancel due to moving where there are no locations. I cancelled online over a month ago and sent message through their website about making sure cancelled and when called to verify told none of it was documented and id have to pay another 30 days worth when I can no longer access facility. Kept being told it was my fault that I did it wrong when I did both steps to make sure it was done over 30 days before I wanted it cancelled.”
“I recently had knee surgery and they said they would pause my training fees until my doctor released me.Needless to say they did no such thing. I would not recommend this gym to anyone.”
“Kie night employee with blond musty mist match hair color was very rude and unprofessional and denied my phone number when I been with them for a long time”
“In the last year, there have been nothing but ongoing problems with the pool, the pool heater, the sauna and the hot tub. The lack of communication and knowledge of what's wrong with the pool, the heater, etc is ridiculous and you can't get a straight, informed answer from any of the staff. The heater is non-functioning almost once a month now, and it takes two to three weeks for it to be remedied. Do the math - how many days out of the month is the pool actually comfortable and usable!?! I joined the Ehrlich location solely for the use of the pool and its 24/7 access. I've been half-frozen trying to swim in an unheated pool, had to rearrange my whole schedule to swim elsewhere and I'm extremely frustrated with the way the Aquatics area is (Mis) managed by EOS!”
“Gym is okay but watch the heavy sales pitch for training. I took the bait and have been deeply disappointed. First- I was signed up with a trainer who clearly did not give two s!*ts for me or my needs... she canceled appointments and then abruptly quit. New trainer... while she is "nice" has also cancelled multiple appointments. If you are trying to build some grit around showing up to the gym -it is demotivating to have your trainer not be professional and not show up. I get an occasional cancellation- but this is excessive. I can't get a clear answer from the front desk on if my payment for training is monthly or per session. And the "manager" can't be bothered. Also...you cannot cancel at the gym..you have to give 30 day notice via email or snail mail. If I had to do it again, I would find an app and a gym buddy and not have to experience the unnecessary frustration. Life is already challenging and going to the gym should add some relief rather than annoyance.”
“Don't take their PERSONAL TRAINING program, it is worse than a JAIL. It is easy to get in, but no way to get Out. It doesn't matter if you moved, if you are out of the state, or even if you move out of the country. YOU HAVE TO CONTINUE PAYING despite that you are not receiving the service. And on top of that, you can't cancel the membership with the Gym. AVOID THIS GYM, please!”
“EOS in Rosenberg used to be a good gym. Now, things stay broken and the new manager Lauren is rude and dismissive. The air was out in the cycle room for 3 weeks, the hoyer lift was broken and had a wheel chair bound man crying because that was his only way he could exercise. The manager knew the air was out for 2 weeks in the group room and she did nothing. The instructors at the gym haven’t even been introduced to her because she hides in her office. Whenever there’s an issue to bring to her attention, she puts us off- machines need to be fixed and she sits in her office.
The sales people sign up anybody they can whether they speak English or not. 2 Arabic women have tried to bully my friend that has been there for years- they tried to intimidate her like they were taking over. All the different language barriers have caused fights.
A lady was assaulted verbally today by an Iranian man which left her in tears. Lauren was told about it by the member and she told her to leave if she was afraid. No one offered to walk her to her car when she asked for help. The only person that is helpful is our new fitness manager J. There’s also a new operations manager named Corine that was very kind when I told her about the incident today. There are not enough cycle instructors so there are fights in the cycle room. This location is not healthy or family oriented at all. I do not recommend this gym to anyone until they get rid of the manager. It is discouraging that the sales people are signing anyone and everyone up whether they understand English or not which does not make it feel safe- they admitted they used Google translate just to be able to understand them.Very disappointing because it was an amazing place to be when Brandon was there.
Look elsewhere if you’re looking for a safe place to work out”
“Shame on EOS Fitness for advertising memberships at 9.99, and now changing their monthly fee to $40 a month for their Chinatown location because it is "too busy." This gym is now inaccessible to longtime members as well as residents in the neighborhood.”
“If I could give them a -100 I would. These people are scam Artist constantly taking your money. They tell you that they will give you your money back and they will not answer emails or call back.
Nicole Ryan is horrible I have Emailed her on my refund of $1050 and she has ignored everyone of them. They were constantly taking money out of my checking account for private lessons that I was not getting because I am on Workers Comp and have been for almost 2 years. I was using their facility to try and do some exercises to strengthen my arm and shoulder after having rotator cuff surgery with a torn bicep. These people are crooks be careful you are not able to cancel very easily And they will continue to take money out of your bank account.!!!!”
“The salesperson lied about one time vs annual fees. When I requested in person to close all of my family's accounts they said I had to wait for two billing cycles. Then they only closed one of the two accounts. They originally promised reimbursements but now are saying it's unlikely and must be approved by corporate. The company lacks integrity.”
“I feel deeply scammed and mistreated and am determined to seek justice and a refund. I need to speak with someone who is genuinely attentive and can assist me, as my interactions so far have been with individuals who seemed more interested in exploiting me.
From the beginning, I was pressured by an African American manager (whose name I don’t recall) to join the program, despite my financial constraints. He even sent me money via Cash App to cover the initial fee, which I can provide proof of. I was assured that the cost would be $19 for the first few sessions and $88 bi-weekly. However, my first charge was $88 instead of $19, and I’ve since been billed every five days, not bi-weekly as promised. Additionally, I was misled about the possibility of exiting the program after a few sessions.
The sexual comments and rude behavior I experienced made me uncomfortable to the point where I couldn’t use the gym. Despite spending over $700 on sessions I never attended, I was recently misled by someone claiming to be a manager named Chris, who turns out not to be affiliated with the company.
I am seeking assistance from a professional manager who can address this situation and help resolve this matter. I am also facing difficulty canceling my membership until the “personal training program” is completed. I feel betrayed and, as someone struggling with basic expenses, I need a refund and an exit from this program. I have explained my financial difficulties, but my concerns have been dismissed. Please help me resolve this issue.”
