Complaints
This profile includes complaints for EOS Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,062 total complaints in the last 3 years.
- 836 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/30/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've been a member over a year. I went in to request a freeze due to medical reasons (sciatica). After watching this guy enter info into his system for ***** minutes, I was told I'm good to go and the freeze would be on for 3 months. 1-2 weeks later, I saw a $5 (half price) fee on my checking account and went in again. This time the girl asks me if I have a doctor's note... I said no, I haven't been to a doctor and then asked why the first guy didn't ask me that. Again, I wait ***** minutes while she enters info into her system. I assumed I'd be credited back for the $5 (after all, that's why I went back in). Instead, shortly thereafter, I see another $5 fee. Plus I paid $64 for the annual admin fee in May and I haven't been there since before May. How misleading is their policy, or lack thereof, for freezing an account. And to think under a freeze, they're still charging 50% of their normal rate. And how mislead was I that I thought they would credit me back. I emailed the CEO and manager of my local ***. Someone left a message on my cell (didn't understand the name) and said he would call again later... he didn't. I tried calling back, but it was a call center... the *** told me the hold was until December! Not what I was previously told. He wanted to place me on hold while he looked up the cancellation protocol... I hung up. Later, I received an email with an attachment from ABCFinancial (I thought it was spam at first and googled it). It had a "pending cancellation" notice attached that I didn't fully understand it, so I went into EOS today. Bottom line... I was told it takes 30 days to cancel (WTF!) and I would be billed another $10.69 in the meantime. So I was billed the annual $64, + $5 x2 (+_$10.69?) and I haven't been to the gym since before May 1st. So basically, I'm paying $84 to cancel. Can you spell ripoff?Then... I had a message on my voice mail saying I wouldn't be charged anything additional, like they're doing me a favor.
Business Response
Date: 07/07/2025
********, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. I see that our team did work with you and assisted you in reading your bank statement. they also submitted for a refund for you. Refunds can take up to 30 days to process on your account. Thank you. In Health, EoS Fitness.Customer Answer
Date: 07/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
******** *****
Initial Complaint
Date:06/29/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I joined *** in May. I had a middle tier membership and decided I wanted to downgrade. Since I just joined I was told I could cancel and resign with the bottom tier membership. I am unable to cancel my membership without an employee doing it for me, which is illegal under the click to cancel act. After speaking to an employee and the manager ******* **** I asked for confirmation my membership was cancelled I was told that I should receive an email. I never received a email, so I called about a week later. I was then told I did in fact have two active memberships and that they were now cancelled. I asked for email confirmation, which again I never received. After a week I could see I still had that initial membership, so I called again and was told again that I had two membership but they were now cancelled. I was just charged $84.47 for that first membership today on June 29th 2025. This EOS is located in ************* at ****************************************Business Response
Date: 07/03/2025
******, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. I see that our team canceled both account immediately for you. Thank you. In Health, EoS Fitness.Initial Complaint
Date:06/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I put my membership on hold end of April and am still being charged. I spoke to the manager in May and she said they would put hold on my account and they would refund my money for may. I have been charged for June as well.Business Response
Date: 07/02/2025
******, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. I see that our team did submit for the freeze and also for a refund for you. Refunds can take up to 30 days to appear on your account. Thank you. In Health, EoS Fitness.Initial Complaint
Date:06/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 8th I visited the EOS Fitness location in ************, **, intending to use a day pass only with my boyfriend. At no point during our visit were we clearly informed or shown that we were enrolling in a recurring annual contract. We were under the impression that we were signing up for a temporary or trial membership, and had this not been implied, we would not have proceeded.Despite this, my accountand a second associated account under Lukewere later charged a total of approximately $160. Upon discovering these unauthorized charges, I immediately submitted cancellation requests for both memberships and formally disputed the charges.However, I was then informed that the accounts were on pending cancel status and that I was still responsible for additional payments totaling $124.97, even though:I am no longer in the area I have not used the facility since the initial day The charges were not clearly communicated I formally cancelled the memberships and disputed the billing This experience has been frustrating and deceptive, and I believe EOS Fitness misled us at the point of sign-up. Their response has not addressed the lack of informed consent or offered any refund. Instead, they continue to demand more payment for services I cannot use and did not knowingly agree to.Business Response
Date: 07/02/2025
*****, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. I see that our team did cancel the account immediately for you. We are so sorry there was any confusion on singing up vs a day pass. Thank you. In Health, EoS Fitness.Initial Complaint
Date:06/26/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up for a gym membership and personal training at EOS Fitness in January 2025, after clearly informing the PT manager that I would soon be moving out of state (to *******) to care for my grandparents and likely wouldnt be able to commit long term. I was reassured multiple times that cancellation would be simple just a phone call and proof of my new address.Shortly after, I moved due to a family emergency and immediately contacted my trainer to cancel or pause. She acknowledged my message but never followed up. I also called the gym twice and was told by front desk staff that my account would be frozen and I would not be billed until I could speak with the manager who was never available.I was later instructed to send proof of my move via email, which I did. A representative named *** contacted me and refunded only one payment. After that, she stopped responding. Despite my repeated communication and following every step given to me, I continued to be *********** are the charges I received after requesting cancellation:Feb 10 $150.00 (PT)Feb 14 $99.72 (Membership)Feb 24 $150.00 (PT)Mar 14 $35.23 (Membership)Apr 7 $150.00 (PT)Apr 17 $50.23 (Membership)Total: $635.18 (only $150 refunded)This has been an incredibly frustrating experience. I was misled at signup, ignored when trying to cancel, and overcharged despite following their process exactly. I have attached supporting documentation and messages confirming my efforts.Resolution Requested:Full refund of all charges after February 10th totaling $635.18.Written confirmation that my membership and training are canceled.Assurance I will not be billed again.EOS Fitness has shown poor business practices and disregard for customer well-being during a time of personal difficulty. I am filing this complaint in hopes of a full resolution.Business Response
Date: 07/01/2025
Amanda, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. I see that our team received proof of cancel so they refunded both the PT package and the membership. In addition they did cancel you membership for you as well. They will be sending a check since there were chargebacks on your card/ Thank you. In Health, EoS Fitness.Customer Answer
Date: 07/01/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23524553, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Amanda Acevedo
Initial Complaint
Date:06/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This gym is charging individuals $40 a month claiming that they are a luxury gym, I was told by an individual who works at the location that there would be remodels being made due to the fact that they have now changed the location to a luxury gym. I have yet to see anything remolded. While other EOS locations are not charging that amount. This location never has parking very overpopulated. The inside is always dirty and unsanitary. There is never anybody coming around to refill paper towels, hand sanitizer, and equipment is always out of order. For the amount of money that I am being charged a month the quality is not okay and it should not be OK for a location to charge people this much money and not keep up with the sanitary of the gym. When other locations are still charging $9.99 while they are charging ***** a month when I have been to other locations that are a lot cleaner. I feel very stolen from my money and I would appreciate if someone could contact me back with an update on a resolution to this matter. I would like to request a cancellation without having to pay any additional fees to cancel.Business Response
Date: 06/30/2025
Amber, Thank you for reaching out and sharing your concerns regarding your experience at our facility. We sincerely apologize for the frustration you’ve encountered. We are currently working closely with our District Managers to address the conditions you mentioned, including cleanliness, equipment maintenance, and overall facility upkeep. We are committed to making those improvements. Regarding your membership, we have received your request for cancellation and have submitted it on your behalf. You will not be responsible for any additional cancellation fees. Thank you. In Health, EoS FitnessInitial Complaint
Date:06/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
False Allegation used against me.Business Response
Date: 06/30/2025
*****, thank you for your recent submission to the Better Business Bureau. We appreciate you taking the time to share your experience. As this is a publicly posted response, we are unable to disclose specific details regarding the revocation of your gym membership. However, please be assured that our team provided a thorough explanation at the time of the incident, including the reasons behind the decision.
That said, we are more than willing to have a representative from our Risk and *************************** reach out to you again to review the matter in detail. Thank you.Initial Complaint
Date:06/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went from having an account just for myself to upgrading to a multiple-member account so my significant other could go to the gym as well. The business did not cancel my initial account when they created the new account so they had me paying two account fees for over 6 months. Also, when I signed up, they included a personal training trial that I'd have to pay after 3 days... I opted to cancel that from the beginning.... they never canceled the personal training on my account so I had been paying for that the ENTIRE TIME. I spoke with the manager ******* multiple times. On the second call, he advised that a refund would go into effect, but to call back in ***** hours. I called back after 48 hours and the receptionist (not *******) had to tell me that he was still looking at my account. This is hundreds of dollars I was over charged because of employee incompetence and their mistake. If I don't receive a refund, I will take it to court.Business Response
Date: 07/02/2025
******, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. I see that our team has attempted to reach you several times but to no avail. In the meantime, they did submit to cancel and refund the duplicate account as well as the Personal Training. Please do contact them to finalize any details. Refunds can take up to 30 days to appear on your account. Thank you. In Health, EoS Fitness.Initial Complaint
Date:06/26/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Registered for a basic membership on 5/13/25 and was offered added services which i denied multiple times, i was told to sign agreement documents which i thought was for my basic membership agreement, a month into it i noticed i was being charged $90 every two weeks and after trying to cancel the membership i was told i had to continue paying because i signed a contract agreement i was not made aware i was signed into, i contacted managers and they told me i had no choice but to pay regardless if i was not told i signed into the contract and was not told what i was signing, they are not letting me out of my membership and services regardless if i was not told about the contract and they are taking all of my money and i dont have money to live off of.Business Response
Date: 07/07/2025
Devyn, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. I see that our team worked to waive the dues on the account and canceled your PT contract immediately. Thank you. In Health, EoS Fitness.Customer Answer
Date: 07/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I have not received a cancellation email as of 07/07/2025.
Regards,
***** *****
Initial Complaint
Date:06/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Scammers.I canceled my membership, agent confirmed that it was canceled, then I got charged for 2 months plus another yearly fee and one month after. Went and talked to a manager, they said nothing could be done about it. Total $152.94 Also I had the will crush membership for $22.99 to access more amenities, but the amenities were available to everyone. I paid $12.99 extra every month for nothing, $155.88 extra money I paidBusiness Response
Date: 07/03/2025
*******, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. I see that our team did work with you and submitted for a refund and address your other needs with you. I am pleased our District Manager assisted you. Thank you. In Health, EoS Fitness.
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