Phoenix Woman Disputes EOS Fitness Stretch-Session Contract, Citing Signature Concerns and Repeated Billing After Cancellation Attempts

A billing dispute centered on a recurring service agreement

A Phoenix resident says she was enrolled in a recurring contract for assisted stretch sessions at an EOS Fitness location without understanding that she was authorizing an ongoing agreement. The customer, Jennifer Box, said she intended to purchase two individual stretch sessions and believed she was paying only for those sessions, not committing to a continuing monthly charge.

The dispute highlights a common point of friction in the fitness industry: the difference between one-time services and automatically renewing agreements, and the practical challenges consumers can face when documentation is not immediately available at the point of sale.

What Box says happened at the point of purchase

Box described a sales and payment process in which she could not view the staff member’s screen and did not receive printed documentation at the time of purchase. She said the staff member repeatedly confirmed that she was buying only two sessions. Box also said she was asked to provide a signature for card payment multiple times after being told the transaction did not go through, resulting in more than one signature attempt.

According to Box, she became aware of an ongoing issue only after a new charge appeared the following month. When she returned to the facility to question the billing, she said she was told she had a contract and that cancellation required advance notice.

Contract access, signature questions, and the company’s response

Box said she repeatedly requested a copy of the contract and was unable to obtain it during multiple visits, describing explanations that the printer was down and that the document could not be emailed. When she later obtained the contract, she said the signatures on it did not match her own and asserted that her name appeared inaccurately where initials were expected.

EOS Fitness, through a spokesperson, said the company had no indication that any forgeries were connected to the account.

Outcome: cancellation and refund of unused sessions

After external outreach was made on Box’s behalf, Box said she received a phone call from the company. EOS Fitness canceled her membership and refunded the unused stretch sessions, according to Box and the report of the resolution.

What consumers typically need to document in similar disputes

• Copies of any membership or service agreement, including addenda for add-on services such as personal training or recovery sessions

• Receipts and itemized transaction records showing what was purchased and when charges occurred

• Written cancellation requests and proof of delivery if a business requires written notice

• A timeline of communications with staff, including dates, names (if available), and stated next steps

Box said she believed she was guided through a contract-signing process without realizing it, and that she was billed again after she tried to cancel.