PHOENIX (AZFamily) — A Phoenix woman says she was enrolled in a recurring stretch session contract at EOS Fitness without her knowledge and was unable to cancel despite repeated attempts.
Jennifer Box said she agreed to pay for two individual stretch sessions at her EOS Fitness location after a staff member told her individual sessions were available. She said she was not signing up for a contract.
‘I don’t get to see their screen’
Box said the process raised concerns from the start.
“I don’t get to see their screen, and supposedly their printer was down, so he couldn’t print anything for me,” Box said. “And so I’m going, OK, so how much? And it’s just for the 2 sessions? Reiterated a few times, and he was like, ‘Oh yeah. Just these 2. Just these 2.’ So he said, ‘OK, go ahead and sign for the credit card.’”
Box said the transaction appeared to fail multiple times, requiring her to sign again.
“And then he goes, ‘It didn’t go through,’” she said. “So I pressed a little harder. Did another signature.”
Box said she did not realize anything was wrong until her card was charged again the following month. When she went to the gym to ask about the charge, she said a staff member told her she had a contract.
“You have to give us 30 days to cancel,” Box said she was told. “And I’m like, 30 days to cancel what? And he’s like, ‘No, we don’t do individual sessions.’”
Signatures in question
Box said she continued to be charged despite her attempts to cancel. She also said she was repeatedly denied a copy of the contract.
“Each time I asked, wait a minute, can you show me this contract? I was told printer’s down. We can’t email it,” Box said. “And I was like, this is just ridiculous. What the heck is happening here?”
When Box eventually obtained the contract, she said the signatures on it did not match hers.
“I was flabbergasted. I was livid because here’s where my real signature is, where it’s supposed to be initials,” she said. “My last name only has 3 characters. I don’t know what that is. But that’s not me. That is not my last name. It is much longer than my last name.”
Box said she believes the staff member walked her through a contract signing without her realizing it.
“That’s what I honestly believe,” she said.
On Your Side has previously reported on billing issues involving EOS Fitness. Jose and Tasha Hoskins were double-billed for months after the company accidentally created two accounts for them. They received a $600 refund only after On Your Side got involved.
Resolution after On Your Side contacted
On Your Side reached out to EOS Fitness on Box’s behalf. Box said she received a phone call shortly after.
“As soon as your team started getting involved, I got a phone call,” she said.
EOS Fitness cancelled Box’s membership and refunded the unused stretch sessions.
“I’m so excited that this is now in my past and just done,” Box said.
A spokesperson for EOS Fitness said the company has “no indication that there were any forgeries related to this account.”
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