Complaints

This profile includes complaints for EOS Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  EOS Fitness

  14843 N Northsight Blvd Scottsdale, AZ 85260-2629

  
• 

  EOS Fitness

  8125 W Sahara Ave STE 100 Las Vegas, NV 89117-1989

  
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  EOS Fitness

  39400 Murrieta Hot Springs Rd # 101 Murrieta, CA 92563

  
• 

  EOS Fitness

  3156 Sports Arena Blvd San Diego, CA 92110

  
• 

  EOS Fitness

  7501 W Lake Mead Blvd Las Vegas, NV 89128-0275

  

The 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:05/24/2025

  Type:Product Issues
  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 am filing this complaint regarding EOS Fitness's refusal to process a refund for an addon membership, despite acknowledging that I am owed the refund.I initially requested the cancellation of my $20/month addon membership and despite my request, EOS Fitness continued to charge me for six additional months. When I realized the issue, I visited their ********* location in person 13 times, called EOS corporate once, and contacted their membership processing partner, ABC Fitness, five times to resolve the matter.Both EOS and ABC Fitness admit that I am owed a refund. However, they each claim that the other party is responsible for issuing it. EOS insists that ABC Fitness must provide the refund, while ABC Fitness claims *** has not properly submitted the request. *** even provided me with a phone number for ABC Fitness and suggested I contact them directlydespite also stating that they themselves can only submit support tickets. After repeated efforts to resolve this through proper channels, I have been left with no resolution, no refund, and significant frustration. EOS and ABC Fitness are creating an endless loop of blame with no accountability. I am simply asking for the refund of the overcharges EOS agrees are owed to **** request BBBs assistance in holding EOS Fitness accountable and facilitating the refund they have acknowledged.

  

  Business Response

  Date: 06/02/2025

  Nieya, 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 resubmit for a refund on May 8 but awaiting final approval.  I have contacted the team to have them expedite the refund they did submit for.  Thank you for you patience and this will be resolved for you shortly.  Thank you.  In Health, EoS Fitness. 
  
  

  Customer Answer

  Date: 06/06/2025

  
  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 have confirmed they have now provided me a refund on 6/5/15. Thank you for your assistance.
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:05/24/2025

  Type:Service or Repair Issues
  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 applied for a joint membership with my mother in January 2025 at EOS gym. I was told that there was a 2 week free trial personal training that would benefit me. I signed up for the trial and leading to the 2nd week I canceled. I have since been told that I was charged $780 because it was a 4 month trial that was never told or explained. I canceled my 2-week trial membership and I'm being charged for $780. My mother put me on her family membership and I inquired about personal training. I was told that *** offered a 2- week personal training, however, I was signed up for a 4 -month plan that I can't afford. I was never told that I was signing up for a plan only a 2 -week trial. My mom was present with my sister and I am being charged this money. I am not working, I am a full-time college student and this is incorrect information that was shared with me. I am asking that this be canceled as I never signed up and I am being charged $780 Please address asap. I am asking that this billing amount be removed as I do not owe this amount as I was told it was a 2 week free trial, it shows I canceled within the 2 week free trial and EOS is choosing to continue to bill me for a personal training session that I canceled and no long desire. I am asking that this be removed.

  

  Business Response

  Date: 06/10/2025

  *****, 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 worked with you, canceled the account immediately and waived the dues on the club account for you. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 06/10/2025

  
  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:05/24/2025

  Type:Order Issues
  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.

  signed up for a gym membership at EoS Fitness, and during enrollment, the manager pressured me into signing a personal training contract without fully explaining the terms, billing process, or cancellation policy. I was charged $264 for training sessions that I never used or scheduled.I asked my trainer to pause the sessions on January 6, 2024, and was told it would take two weeks. However, charges continued. I then found out that I owed an additional $88, despite not using any personal training services.When I asked to cancel, I was told it didnt matter whether I used the sessions or not I still had to pay. A staff member even laughed while charging my card and told me there was nothing I could do but pay, which I found extremely disrespectful and unprofessional.I have contacted the gym and EoS corporate, requesting to cancel the training contract and waive the $88. I want to continue my regular gym membership, but I will not continue under a contract I was pressured into and that was misrepresented.I am requesting a formal cancellation of the personal training contract and removal of the remaining balance.

  

  Business Response

  Date: 06/11/2025

  Johnuel, 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 is waiving the past due balance, refunding two payments and canceling the account immediately. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 06/11/2025

  
  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:05/23/2025

  Type:Billing Issues
  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.

  Prior to this location opening I was interested. I went and spoke with the sales team and was told giving them my card would lock in the deal but would not start the agreement as they only accepted account and routing numbers and my bank account does not allow withdrawals like that. I have never stepped foot inside their facility. I lost interest in their concept as it seems overcrowded always. The manager says they can't cancel until all fees are paid. I was told I wasn't fully signed up when I expressed interest in the beginning. Now the business is threatening collections and continuing charges on the account until paid. I never signed up to my knowledge due to them not accepting cards. Which was a lie as well since the manager now says they do accept cards but it incurs an additional fee which I was lied to about. I just want them to disappear from my life without the money they have tried to steal from false representation.

  

  Business Response

  Date: 06/11/2025

  *******, 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 waived the past dues and canceled the account for you.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:05/23/2025

  Type:Product Issues
  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 signed up and starting getting hit with all these service fees, for who knows what, due to their business practices. They double charged my account and made it very difficult to get my money back. I had to go in person due to them not issuing refunds online or over the phone. That seems very predatory to me that a business would make it so difficult to get your money back. Also when I tried to change my plan, I was told it would be a $50 fee in order to do that. I even looked into canceling my membership, due to their shady business practices, and was told I need to give them a 30 days notice and would be charged for the following month if it fell within those 30 days. Nothing about this seems ethical. Customers shouldn't have to go through so many obstacles to get a refund or change their gym plan. It's almost like you're being punished for wanting your money back. With communications being what they are, these types of issues should be able to be taken care of online or over the phone. I strongly feel it's designed this way in the hopes of you will just give up and let them keep your money. So many predatory fees hidden in the fine print seems like a very shady business practice. I hope you'll look into this matter because this type of business practices shouldn't be tolerated in today's consumer market. Thank you for your time.

  

  Business Response

  Date: 06/03/2025

  ***, 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 speak with you and both refunds were submitted, they waived the downgrade fee and transferred you to another gym. Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:05/23/2025

  Type:Order Issues
  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.

  When I first signed up for my membership, I was informed that there was a promotion I could take advantage of. For $19 I could try 3 sessions of Physical Training and I could decide if I wanted to continue or not at the end of those 3 sessions. A day prior to my first session I had to call to cancel due to work. I was told I would receive a call to reschedule which never happened. Fast forward a month and a half and I've heard nothing from them yet I've been charged $88 every two weeks so 3 charges so far at this point. I called 2 weeks ago to cancel this and explained what happened, I was told I needed to request that through the website which I did right after getting off the phone with a representative at the club. Again no communication for over a week so I called again, told a message would be left for the fitness manager. The response I got was an automated email redirecting me to the same website as the week before. I spoke to membership services and was informed that the contract I have is impossible to cancle until the end of a 6 month term and that also prevents me from canceling my club membership until that same period is up. I just find this type of thing to be very predatory especially considering the verbal misinformation given at the time of sign up and the lack of communication from the club/fitness manager. At the end of the day I just want to cancel this contract immediately and be refunded for the charges so far. I don't have any huge issue with the clubs itself but the experience so far has been an extremely negative one.

  

  Business Response

  Date: 06/04/2025

  *****, 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 the account and submitted for refund and have reached out to you. Refunds can take up to 30 days to process onto your account. Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  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 membership was processed in error. The person who enrolled me assured me she was signing me up for a regular membership but instead signed me up with a trainer. I specifically told her multiple times that I didnt want a trainer because I walk five miles three times a week and use the gym to lift weights. Afterward, she called me demanding payment, and when I explained the situation, she claimed that someone named ****** enrolled me, whom I have never met or spoken to. This seems like a clear case of misdirection and coercion, which is against the law. All I wanted was a VIP membership to access the additional benefits of the gym when needed. I never wanted or needed a trainer, and I made that very clear when I signed up. It feels like a bait-and-switch tactic, and Im not willing to pay for something I clearly dont want. I've been using this gym for three years without any issues, and the only reason I needed a new membership was because my boyfriend was out of town, and she wouldnt let me use his membership since it was on a vacation hold or some type of pause. Fast fwd I go in the gym speak to the manager show him where I told the lady to cancel this trainer and update my account where he then told me he would take care of everything switched my account because they were charging me 30 per month and a additional 80 so fast fwd 3 months I walk in the gym and they tell me I cant use the gym because I owe 1000 this place is a rip off all I wanted was a simple membership this is a nightmare

  

  Business Response

  Date: 06/03/2025

  Tori, 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 waive al the past dues and submitted for a refund of $704.  Refunds do take 8 to 14 business days to appear on your account.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  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 new club opening special over a year ago. *** sent an email saying that my rate would be increased starting this year. I wanted to keep my fee low/same, so I asked the club if I could downgrade to their cheapest membership to keep my monthly fee at $9.99/mo ($10.76 after tax). They said I could. I first emailed *** to downgrade my membership, but they replied saying they canceled my membership per my request. I didn't request to cancel. I requested to downgrade... I couldn't trust their HQ, so I went to the local gym, who helped undo the cancellation. However, *** started charging me extra starting January 2025. Instead of $9.99/mo, they began charging me $15/mo ($16.15 after tax). It was actually my local gym that caught this error, and they opened a ticket to fix it. I was told that it would be resolved by the next billing due date in March and that I would receive a refund. Unfortunately, I was charged wrong again the next month. The local club wasn't sure why it wasn't fixed and sent another message. I never ever heard from anyone, so I had no way of knowing if anyone was doing anything about this. Yesterday, I asked my local gym to check on this, and they said there was "no record of the previous ticket." They opened another ticket for me, but I cannot trust this given what happened with the previous one, which is why I'm opening this official complaint. I need EOS to 1) stop charging me excess and 2) issue a refund for the excess charges they had collected from me. In my calculation, it is for 3 months (Jan, Feb, Mar), which should be a total of $16.17 to be refunded.

  

  Business Response

  Date: 05/30/2025

  Tomohiro, Thank you for reaching out to us. I have applied the $16 credit towards dues moving forward.  Next month there are no dues and the following month will be $3.89.  Thank you. 

  Customer Answer

  Date: 05/30/2025

  While I appreciate the business's attempt to correct the issue, I am concerned about the following.

  
  - As I mentioned, a big part of the issue was the complete lack of communication from the business. When a business makes a mistake, the right thing to do is to actually contact the customer and work things out. The business is perpetuating the same pattern here. First, I requested a refund, which is the right thing to do when you took more money from me than you were supposed to. You decided to not honor my rightful request without even bothering to contact me and decided to apply a different action, never giving me a chance to agree or disagree to this alternative action. Not to mention, they reduced the owed amount from $16.17 to $16. I'd like the business to realize that they cannot disregard a consumer's rights/requests and just impose its own action without consulting.

  
  - The business never ever even acknowledged its mistake nor offered an apology for it, even though it wasn't just the billing error but also subsequent inconvenience extended for months that I suffered. This is quite troublesome.

  

  Business Response

  Date: 06/11/2025

  Tomohiro, the team submitted for a refund for you.  Refunds do take up to 30 days to process onto your account.  Thank you. 

  Customer Answer

  Date: 06/11/2025

  
  Better Business Bureau:
  

  I am still shocked that the business never ever apologized for their mistake. However, the business did agree to issue the requested refund in complaint ID ********. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ********
  
   

  
  

• Initial Complaint

  Date:05/22/2025

  Type:Order Issues
  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 have received non physical and physical threats by another member at the gym, unprovoked. I filed an incident report back in March when this first happened. I read the contract over and over and it states if any member is being harassed or bothered by another member they could be suspended or banded. I have had zero support from the gym. I have made numerous phone calls, left numerous message, and sent numerous emails regarding this over the last 2 months and I am just being ignored. I believe they just care about keeping every member, regardless of threats, because it pays their paycheck. I am extremely upset that they care about money and membership more than the safety and well being of their members.

  

  Business Response

  Date: 05/30/2025

  *****, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. We apologize that another member is making it uncomfortable for you at the gym. I see that our Risk and Asset Protection team member reached out to you.  He would need more information to investigate and help move this forward for you.  Thank you.  In Health, EoS Fitness. 
  
  

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  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 but my membership because I was homeless and I needed a place to take a hot shower and workout everyday too but I also was gonna move back home to ************** in May and I Went into the Club and talk to customers person at the front counter and ask them to cancel my membership in person and I sent a message to them too but it's still has been canceled at all so I'm going to pay for something that I'm not using anymore also you guy's don't have EOS Gyms in *********** mo at all so please Cancel my membership asap because I can't afford to pay anything I'm on a fixed income that's i moved back home to *********** mo if I ever get to move back to *************** yes I would like to rejoin EOS Gyms but I don't live in ******* ******* anymore

  

  Business Response

  Date: 05/30/2025

  *****, 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 spoken with you and waived the past dues and adjusted your billing for you. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 05/30/2025

  EOS Has changed me for $92.97 and now i got changed a $20.00 over the limit fee. Because I'm now overdrawn, in my checking account now. Because ABS billing won't  reverse the charges.that I was told that I would not be charged for so I'm overdraft on my bank account by $112.97 I want this taken care of ASAP 

  

  Business Response

  Date: 06/11/2025

  *****, I understand you spoke with our District Manager.  I see he has submitted for an additional refund for the debiting that processed and that you will call your bank to reverse your bank charge. Thank you.