EōS Fitness — Attraction in Redlands

Here's the thing - I really love this facility. It's super close to where I live and everything is clean and nice. The people at the front desk are friendly. However the 1 star is for their personal trainer service which I found to be really sketchy.

So I signed up before the gym opened for a SINGLE (1) personal trainer service and was told that I could do the first one and then cancel anytime if need be. Also I put down $19.99 fee that was refundable if I cancelled. I realized it wouldn't work out because I work nights, so in the few days leading up to the gym opening on Nov 19th and after, I had been trying to call and cancel. I never got an answer, left SEVERAL messages. So I figured, well I also was told I wouldn't be charged until I actually did a session so no need to stress right?

Well, then I started getting calls from the personal trainers to "set up" a date/time. I still didn't want to bc I work nights and wouldn't really have the time to anyway, so I tried to call on the numbers they left. EVERY TIME I called back, I'd get no answer and would leave messages with my # and what times I'd be available. But then they'd still call when I was asleep for work.

Then I got my "agreement" almost all of these terms I don't even remember signing to (they signed me up for a 4 MONTH contract?? I signed up for a single session remember) and to top it off, it wasn't even MY signature on the agreement. (It said "temp" which is what they do with virtual documents I guess? It still seems pretty sketchy to me). So when I happened to be in there one morning (rare, on my day off) I asked to speak with someone. Of course they were busy and the front desk lady could give me no info. So she took my # AGAIN after all the times I already gave it. And I was again reassured I shouldn't be charged if I hadn't had a session yet. Cool.

Then yesterday, I found a $68 charge on my account. At first I thought it was the yearly fee for the gym, but then I checked that "agreement" and nope - it was for that freaking personal trainer session I NEVER EVEN ATTENDED. So I called and spoke with 3 people before I got to PT manager Amir and he assured the sessions would be cancelled and I would be refunded the $68, as well as the $19.99 . I called back today to make certain that it would be cancelled and ALL OF A SUDDEN, Amir says no I wasn't going to get the $68 back. When I asked why he gave some bogus excuse that because I wanted to cancel 2 weeks after the gym opened I was liable. I told him I HAD BEEN TRYING TO CANCEL, but they didn't exactly make it easy to get ahold of someone, and I was unaware that I could call the gym directly. When I tried to call before it was always "oh the training managers are in a meeting, let me take down your number." I either didn't get calls back or I'd get calls that I couldn't answer. I also told him that wasn't even my signature on the agreement. Which then he explained the "temp" thing.

Then he was like "oh we have trainers at 2am when you normally work out, you can use those sessions." WHY would I want to when this whole experience has left a bad taste in my mouth?? I declined and told him that I just wanted to be sure I wasn't gonna continue to be charged and hung up. I also didn't get a confirmation email, but a training manager Moises was nice enough to at least send me a screenshot of the email asking for my PT sessions to be cancelled. But I am still nervous I'll be charged for future sessions I won't use.

LONG story short: I will be staying at the gym bc I really like it, but will NEVER sign up with their personal trainer service again. Everything about the the program is sketchy to me. And you can best believe if I see another charge on my account for it anytime soon, and I find out it wasn't actually cancelled, I'll be obtaining a corporate number and taking it straight to them. I hate to be that person, but this really wasn't right and was very unprofessional...

Update - 1/27/2024 Lots of amenities here if willing to pay for them; pool, movie room, water chairs, various (well loved) machines, free weights, group classes, personal training, and towel service. There is a lot of equipment here my other gym does not have. Staff are also very friendly. I've noticed over the last several months during the time I am working out here, the cleaning people walking around can't keep up with the trash everyone leaves around the facility. 80% of the people don't wipe down the machines after they use them so I have learned to make sure to wipe the machines down before and after. Not a fan of the paper towel machines and spray bottles they have to wipe things down, versus the antibacterial wipes i use at fitness 19, prob just their cheaper option with the large volume of people who go here. I wonder if the people who workout here are used to their parents or maids cleaning up after them. People leave weights and trash all over the gym like slobs, even though the employees try to keep them, you have to walk around the gym if you can't find weights you need. This morning while I was walking on the treadmill a young girl literally threw her 4 sets of dumbbells on the turf, used them, and then walked out the door leaving them on the turf no where near the db racks. There are 2 turf areas. One is more private in the back corner and the other one is in front of 20 treadmills and stair climbers which makes it feel like everyone is staring at you while you're working out or bending over and stretching. I like that they show sports and tv shows on the tvs and not just the news. The only time they dont seem to have less than 60 people there is between 1-3am but because the gym is so big it doesn't feel so packed during that time. Around 4am the amount of people increase. 200+ is generally from 4-9pm. Pool generally isn't a problem in the mornings. I usually swim here and go to my other gym with less amenities to workout where there isn't so many people on the free weights plus its much cleaner. Free weight section is usually the most packed area here. Overall not a bad gym, just need to figure out if the time you can go will allow you to weave through the people enough to complete your workout and you want to make sure to wipe down the equipment and not get frustrated looking for freeweights left throughout the gym and trash...

**09/12/24 addition from experience Started coming here in the mornings. Want to use the bathroom after a lift? Sorry - 2 are broken and one is clogged.

10/24/23 edit upon request

Wife had signed up for membership and personal training package from Fitness Manager at Redlands location. Wife had assessment with potential trainer and liked her trainer.

After a few sessions, as a paying client; her appointments began to shift from the Fitness Manager rescheduling her and booking new assessments in her pre-agreed time slot.

Trainer was great - administrative and customer service experience was far below expectations.

When informed that her trainer was leaving the facility to expand on her own - we notified EOS of stopping training. She had no interest of continuing with another trainer or using sessions.

When communicating this, her cancel request was left as a paper copy in her client file and was then billed another 2 bi-weekly billing cycles (after we communicated stopping all charges and sessions).

Upon further review - found out that this was common practice along with increased trainer turnover due to claims of harassment. Furthermore, staff has had multiple trainers and frontline staff turnover in the past year.

Lastly - the way this situation was addressed lacked empathy and initiative. When sharing this feedback and client experience, it was dismissive and considered a moot point.

As a customer with understanding the context of the staffing, our client experience, and corporate response; the reaction to us departing as a pt client was ‘so what’.

We still workout there without the need of additional staffing services. Facility has seen turnover in their maintenance team and there is continual issues with equipment and amenities - although it has seen marginal improvement.

Just an ok experience and the price point reflects that.

Fast forward to the review underneath the page break and it lines up.

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Billed my wife $240 without her consent upon doing the body scan associated with her black tier membership.

We will dispute the charge - consider this review before signing up or meeting with a trainer.

This location only has their bottom line as a priority, not yours for...