“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.”
“Eos Fitness in Ladera Ranch is awesome. All associates are friendly and helpful. The personal trainers really really care about our health. I highly recommend joining.”
“Jay at cooper and ray was so inviting and welcoming a real genuine guy definitely a good person to see coming into a place no one wants to be but you know you should!”
“Had my first workout with Coach Mantas at the Sunset location and it was great he is very knowledgeable and I felt he really wants to help me reach my goals would recommend EoS and Mantas to anyone”
“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.”
“I started my workouts 6 weeks ago everyone that works at the EOS on Central Ave "Rocks!". Everyone is always kind, professional, always smiling saying, "enjoy your workout!" I enjoy seeing their smiling faces ☺️”
“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”
“This location is ideal right off the freeway and the prices are affordable. The gym is huge with lots of variety and more than a few benches for serious lifters. The staff is friendly and helpful, especially the early 2 to 3 am staff! That time is best the whole gym is open and free.”
