EōS Fitness — Local services in Palm Springs

The worst customer service I’ve ever experienced. Not sure if it’s EOS in general or this specific location but I’m noticing other people having a similar issue to me when it comes to canceling their membership. I went in person to cancel my membership in March however they failed to do so and I just recently noticed that they were still charging me which was also odd since the card they had on file was expired. I then figured out that they were charging a card I had on file at a different gym (not an EOS gym) since they both used ABC financial which seems SUPER illegal.

I called EOS and was met with an very abrupt girl who said my account wasn’t canceled which I tried explaining that I went in to do it but EOS never completed it but they insisted that I had made a mistake even though I clearly went in and canceled, she then told me to call ABC financial since there wasn’t anything they could do. I called ABC financial and they said to call EOS cause they couldn’t do anything HA but said EOS had already left a note in my account that I “claimed” to have cancelled my account when they were the ones who messed up. I had multiple charges on my account that shouldn’t have been there of 9.99, 7.30, and 49.99.

I called EOS back and the same “friendly” girl picked up and put my on hold for about 5-10 minutes and then hung up on me. I tried calling back and was pushed to their voicemail. After 15 minutes they tried calling me twice but I was driving and couldn’t answer. When I called them back the manager Javier picked up and told me the only thing he could do for me for refund the 49.99 and not the other two which I agreed since it was a pain to even get in contact with someone. Javier said it would 3-5 business days to get my refund and I confirmed with him that I would get an email stating that they canceled my membership and issued a refund.

Over a week went by and I didn’t receive any email or refund and I know they have my email since I got an email from them asking me to vote them for best customer service for the Desert Sun! What a joke!

I tried emailing corporate through the EOS website about my issue and typed everything out and explained the whole issue however I was sent a very short email from Joe saying the refund was sent and it’ll take up to 14 days and that my membership was canceled. Didn’t even apologize or anything just three sentences for massive complaint. I typically brush stuff like this off however the fact that they were charging my card wrongly and made it obvious that they didn’t care at all about it made the situation a lot worse. Fast forward a few days and my card was charged AGAIN for 9.99. I’ve been charged almost $80 on my card without my consent and have jumped through hoops with them to make it stop but they continue to do so. I called them on October 13 and it’s now November 1 and haven’t gotten one penny of a refund and they’ve made it completely obvious they’re going to continue to charge my card regardless.

EOS is either purposefully running scams when people cancel or they hire stupid incompetent employees whether it be the front desk workers or the managers. What’s worrying is how many people are still being charged without...

I had the worst customer service experience of my life from Joe Alber, the Assistant General Manager. I came in last night wanting to do a group workout class, after telling this to Joe a few times on the phone. Upon coming in, was told I couldn't do a 7-day membership for the class, only to be told I could, but a month to month was better. Ok, I said, as long as I can get into the BodyPump class beginning in 15 minutes. Sure, no problem. Joe then wants to slowly give me a tour of the facility and I kindly asked if we could do it later, I'm most interested in the BodyPump course beginning shortly, perhaps he could walk me over. He then walks me over, only to be told I still can't join as we need to finish paperwork. He still assures me I'll make the 615PM course. At 614, he still isn't finished and I finally asked if we could finish this up after class as I drove all the way here for this. Sure, so we walk over to the class that has already began, only to have him tell me to simply walk in and join if that's what I want. I said at this point it's rude as the class has begun, and I really just want to cancel my just-began membership at this point. The entire reason I came over was for BodyPump. He then makes a scene in the office, in public, letting me know I obviously wasn't serious about wanting to attend. I've never been treated so poorly by management, especially when I told Joe my needs as a new member wanting to attend a course. A complete waste of time, and worse, I walked out feeling humiliated by being yelled at, when I was nothing but excited to try this gym and one of my favorites courses. FIND ANOTHER GYM AND SAVE YOURSELF THE TROUBLE OF JOE ALBER.

Jennifer's response below misses the point. It wasn't about the class being full or not signing up in time. It was about Joe promising me I'll be able to take the course, both on the phone when I called about a membership earlier that day, and again when I showed up at the gym for a membership. Walking me over to the class after it started and then telling me I must not be serious about wanting to take it since I didn't feel comfortable walking in late is rude and unprofessional. Join IN-SHAPE... great rates, extremely professional and friendly staff!...

The gym itself was fine. They had a good selection of equipment. My rating is because of my experience trying to cancel my membership. When the gym opened for a few days in August, I froze my membership and then the closed down again. They opened again the late September and I was charged a $5 fee, which would reoccur every month while my membership was frozen. I would also have to pay the annual rate guarantee fee of $49.99 at the end of October. I followed their directions online and emailed ccrequests@abcfinancial.com on October 1st stating that I was giving 30-days notice to cancel my membership and that per their instructions online that if “After the first year, you are NOT responsible for the RGF (Rate Guarantee Fee) if it is due during the cancellation notice period.” This applies to me. I have sent a total of three emails using the same email chain, showed my printed emails to the Assistant Manager in person on October 16th who said he would contact their financial department and make sure my membership was canceled and that I was not charged the annual fee. And I called their financial department, which they have contracted out to ABC Financial twice. When I spoke to someone on the phone she had no record of my emails and did not know what I was talking about when I mentioned the cancellation policy on the EOS Fitness website and that the annual rate guarantee fee fee did not apply to me because of the statement I listed above. She said to forward my email to customercare@abcfinancial.com and customercare@abcfitness.com with the information from the website. I did this on October 20th and have not received a response.

No one has followed through with canceling my membership or honoring the cancellation statements that are listed on the EOS Fitness website. I can see that they saved my emails from October 1st and 5th to my membership account requesting a cancellation, but my account is still active and I have a $59.99 charge ($49.99 annual fee and $10.00 monthly fee) due on...