EōS Fitness — Attraction in West Jordan

DO NOT ENTER INTO A PERSONAL TRAINER PROGRAM unless you are ready to stuck in a 6 month contract with several hundred bill every two weeks! Make sure you have a good attorney and have him/her review the contract before you sign it!!!

It was a very bad experience for my husband and I hope this will not happen to other people. I called my attorney and asked for some advice. So here is the whole story and tips from my attorney and hopefully be helpful to you.

My husband went to the gym the other day and want to find a personal trainer. They recommended him a program of 2 sessions each week ($47 per session) with 6 months term. My husband told them his schedule will be busy later so he can do 2 session a week now but want to change to 1 session later. The salesman told him, he can switch to 1 session program later. Also salesman provided all the other false statement to my husband and made him misunderstand the contract: (1) The salesman said the 2 session program can be switched to 1 session program later easily and at any time clients want; FACT: The contract cannot be amended during 6 months. (2) The salesman said if you cannot go to the session, you can cancel it and you will not be charged; FACT: They will charge you no matter if you will go to the session or not, you cannot cancel the sessions. (3) The salesman said you can cancel the contract easily and at your will as they will only charge front fee first. FACT: You cannot cancel the contract during the 6 month. When you want to cancel it, you need send a written notice with first class mail to California 30 days in ahead. (they have another email cancel way but my attorney review the contract and suggested us to do both way to make sure we can cancel the contract). If you forget to do these things, sorry, another 6 months charge. Due to the fraudulent misrepresentation of the gym, my husband signed the contract with them. When he wants to change to 1 session class later, the gym refused to do that. The gym also told us the salesman providing misleading information is a new guy so he does not understand the policy very well. So if you signed the contract due to the salesman's wrong information, the gym does not care, they will not help you. (If salesman presents false statement about the contract, and harm clients' benefit, I think the gym need to train the salesman not lie to people and take the responsibility instead to have the client to take the loss!!!)

TIPS to you: #1 DO NOT SIGN THE CONTRACT unless you are ready to stuck in a 6 month contract with several hundred bill every two weeks. #2 My attorney suggested me, to send the document to him to review before we sign any document with the gym in the future. #3 To the ones if you already stuck there (this is also what my attorney suggested me to do): set up your calendar in four months and half. Send the written notice in mail and email to make sure you actually cancel the contract so you are not stuck for...

I need to file a formal complaint about the appalling customer service I have received on two separate occasions from an employee named Dylan at the West Jordan gym. Dylan has repeatedly demonstrated a lack of basic customer service skills and professionalism during our phone conversations, which took place on August 23 and September 19, 2024.

During my first call on August 23, Dylan’s tone was condescending and dismissive. He informed me that in order to resolve my issue, I would have to come into the gym in person. He spoke to me as if I were a child, ridiculing me for not understanding their process. His demeaning attitude made an already frustrating situation worse. After the call, another staff member admitted that Dylan struggles to hold constructive conversations with customers, confirming my negative experience. Despite this, nothing seems to have been done to address his behavior, as I had to deal with him again on September 19.

During the September 19 call, I asked to speak with Patrick, one of the gym’s managers, to discuss an issue with my account that had been improperly handled. Dylan told me he would put me on hold to connect me with Patrick, but instead, he returned to the call and incorrectly informed me that I needed to come down to the gym to pay club fees. When I corrected him and explained that I was calling about a refund for charges that should not have been applied, he became defensive and condescending. He denied ever mentioning club fees and accused me of fabricating what I had heard. His tone was aggressive and gaslighting, clearly intended to provoke rather than assist.

What makes this worse is that my children were present and heard the entire conversation, which they recorded. Dylan’s behavior was unprofessional and inexcusable, especially considering his failure to take ownership of his mistakes. Only after placing me on hold again did he finally transfer me to Patrick, who provided the correct information and was apologetic. However, the damage was already done, and Dylan’s rude and hostile approach left a lasting negative impression.

Dylan clearly lacks the necessary de-escalation and communication skills required for a customer-facing role. His dismissive attitude, inability to handle basic inquiries, and his outright gaslighting behavior suggest he is unfit to represent any business, let alone one that relies on member satisfaction. It’s shocking that an establishment would allow someone with such a temperament to interact with customers. While Patrick attempted to resolve the issue, Dylan’s repeated poor behavior, combined with his refusal to admit wrongdoing, should not go unaddressed.

I sincerely hope that management takes the necessary steps to ensure employees like Dylan receive proper training—or are removed from customer service roles entirely—to prevent other members from enduring...

Worst gym ever. Signed up for both the gym and personal fitness. Never received my free session. Had my first PT session, it was ok, felt I could have been doing 10x. More than what I was given to do. Learned that they push you to sign up for a few other apps and force you to follow their app program instead of starting you where you are comfortable and ready for. Zero pushing you to make your workouts feel great. Second app was scheduled before I left the first one. Then my trainer canceled days later, seemed he wanted to take an hour client instead of a 30 min session. I spoke with 2 managers about how unprofessional that was, then they scheduled me with someone else without asking me if the date/time worked for me, then they just canceled that one. I even tried to request a specific trainer and they just made excuses and never scheduled me. I immediately canceled my PT the week after I joined. Now, gym itself was eh, rarely any paper towels to wipe off equipment, most people don’t bother. Lots of people sitting on machines not doing anything. PT trainers take over your equipment without asking, classes were very hard to attend due to yr availability/time. One class had a teacher that every single class she would forget most of the moves, unbelievable for someone that had supposedly been doing this for years, her own class had to take the lead for her. Manager of the classes said she would look into it and attend the next class, nope she never did. This instructor even injured herself in class and then made a comment that she was avoiding surgery because of some reason I cannot recall -great was to show your members on how to neglect themselves, which lead to her having to stop class for a bit. She also said some derogatory comments towards her attendees. All of which had been reported. Did they do anything? No. Lots of safety concern were pointed it, took them almost 6 months to fix. At this point, I had enough and canceled my membership. Looked at my contract and canceled per that, they contacted me a month later stating I need to call the gym, did so and they said my membership would be immediately canceled. What a joke. Long story short, they kept charging me for months for both the PT contact and gym/ called my bank and was refunded. Called the gym multiple times and was finally told I had even another credit due to me. Had to cancel my cc on file and obtain a new one and guess who immediately tried to charge my old one? Yup! EOS! Even after discussing this with who knows what manager this time, and after winning my dispute with the bank. When they tell you “you can cancel so any time, no fees...