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

  3005 N Dysart Rd Avondale, AZ 85392-1203

  
• 

  EOS Fitness

  2156 E Baseline Rd Mesa, AZ 85204-6963

  
• 

  EOS Fitness

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

  
• 

  EOS Fitness

  780 Garden View Ct Encinitas, CA 92024

  

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:05/21/2025

  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. 

• Initial Complaint

  Date:05/21/2025

  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.

  Business continues to charge fees after cancellation of membership and hold

  

  Business Response

  Date: 06/05/2025

  ******, 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 both the District Manager and our Operation Manager have attempted to call you several times and left messages.  They have not received a response from you. They have infomred me that the Murrieta staff did cancel the account for you. If our team does not hear from you then we will need to consider this matter closed.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:05/20/2025

  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.

  My previous complaint ID is ********. I received a letter yesterday saying *** had reinstated my original membership which does not include a yearly assessment fee. But they did not refund the $60 they charged me on the new ************* one will return my call. When I talked to local staff, they said they did not have the ability to do a refund. The higher *** at corporate management wont refund the charge. I am not the only one this has happened to. Billing said they cant refund my $60. It isnt enough that they give me my previous membership. They need to refund the assessment they put on the new account.Please help me.**** *******

  

  Business Response

  Date: 05/20/2025

  ****, the original ticket for refund is pending the Regional VP's approval prior to refunding.  There will be approximately 8 business days before the refund appears on your account. I have asked them to expedite this matter. Thank you. 

• Initial Complaint

  Date:05/19/2025

  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.

  Dear EOS Fitness Team,I am writing to express my concern regarding an unexpected change in my monthly membership billing.Since January 2025, EOS Fitness has consistently withdrawn the contracted amount of $15.99 per month from my credit card for both my husbands and my memberships. However, I recently noticed that the May 2025 charge increased to $18.98, with no prior notice or explanation. Upon contacting your customer service team, I was informed that a $2.99 credit card processing fee has been added to all memberships paid via credit card and will apply to future billing as well.This fee was never disclosed in the contract or terms and conditions that I carefully reviewed before signing. There was no communication, neither email, notice, nor alert, about this new charge. I only discovered it by reviewing my billing statement and taking the initiative to call and inquire.Furthermore, when I call my local EOS Fitness location, I was told that switching my payment method to ACH would allow me to receive a refund for these processing fees. While I appreciate that option, I am concerned about the lack of transparency and communication regarding the introduction of this fee.Could you please clarify the following:Why were members not notified in advance of this new fee?Why is the fee not addressed in the original contract or terms of service?What is the process for obtaining a refund for the May charge if I switch to ACH now?I respectfully request a full explanation and a refund of the additional processing fees charged. I hope EOS Fitness will consider improving transparency with its members regarding any future billing changes.Thank you for your attention to this matter.

  

  Business Response

  Date: 06/11/2025

  *******, Our District Manager has called you twice and has not received a response from you so she can assist with a resolution of your need.  I have also reached out to you via email and attached out District Manager for ease of connecting.  We do need you to contact the District Manager in the email I sent so she can assist. If not, we will need to consider the complaint closed. 

  Customer Answer

  Date: 06/13/2025

  Thank you for reaching out, and I apologize for the difficulty in getting in touch with me. Could you please let me know which number youve been calling from? I want to ensure it hasnt been mistakenly blocked as spam. My cell number is **************. I received your first email on June 11. 
  
  
  I also spoke with ***** at my home gym, and he mentioned that EOS is aware of the $2.99 processing fee that was added for members who signed up before the gym opened. He said the processing company is currently working to correct this and revert the payment back to the original $15.99. Could you please confirm if this is accurate?
  
  
  Thank you again for your help.
  
  

• Initial Complaint

  Date:05/19/2025

  Type:Customer Service 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 a formal complaint against EOS Fitness, specifically the *************, ** location. I have repeatedly received text messages intended for another individual named ****, despite multiple requests to have my information removed from their ********* one point, a staff member began responding to me inappropriately after I informed them they had the wrong person. The employee used unprofessional and harassing language including insults like yo lame ahh and go home and cry nobody give af ****. I have screenshots documenting this behavior, which I am happy to provide.I contacted EOS Fitness multiple times to report this issue, including asking for a manager and requesting they remove my information from their system. Nothing has been done. Now, Ive continued to receive texts from this location even after the harassment, with no sign of accountability or corrective action.I had been considering joining EOS Fitness since a location recently opened in my area. However, this experienceespecially the lack of follow-up and the unprofessional behavior from a staff memberhas left me concerned for my safety and privacy. At this point, I fear possible retaliation from the staff if I were to join.I am asking that:1.EOS Fitness fully remove my phone number and any of my contact details from their database.2.An internal investigation be conducted regarding the staff member responsible for the inappropriate messages.3.I receive a formal apology and confirmation that this matter has been resolved.If this is not addressed promptly, I will consider sharing this experience publicly so others can be aware.

  

  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 did remove you information. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 06/03/2025

  
  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:05/19/2025

  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.

  On March 25, 2025, I submitted a cancellation request for my personal training membership in person at the club with Assistant PT Manager Brayden. I was informed at that time that my membership would be canceled effective immediately, with only one final payment scheduled for April 12, 2025.Despite this clear agreement, I have continued to be charged for services that I explicitly requested to terminate. This situation is completely unacceptable. I trusted that EoS Fitness would honor my request and manage my account professionally. Instead, I have experienced unauthorized charges and an ongoing financial burden due to the club's failure to process my *************** of today, I have been charged for three additional billing cycleson April 25, May 9, and May 18 ($468)and have not received any written confirmation of my cancellation.Furthermore, I had a scheduled appointment with PT Manager *** on May 16, 2025, to address this issue. I was informed she would not be in the club that day, and the meeting was rescheduled to May 19, 2025. Notably, I was charged again on May 18, which raises concern that the delay in our meeting may have been intentional to allow for an additional charge.When I met with *** today, she informed me that she would now be submitting the cancellation for my PT membership and that I would still be charged two additional payments totaling $312. This is unacceptable and goes against what I was previously told.

  

  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 refunded one of the invoices as the other two you did a charge back and won. The account is also canceled for you.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:05/19/2025

  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.

  Extremely predatory marketing practices. I signed up for the gym 2 weeks ago, when i signed up they said they are offering personal training at 19 dollars per session for your first two sessions. I agree thinking you can cancel anytime. This is where they scammed me. They have you sign your regular gym membership documents alongside this personal training document. They signed me up for an 1800 dollar personal training contract at 150 dollars a month. No where on the documents i signed said i was locked into a personal training contract. They use a little kiosk screen that just shows you where your signature is. It doesn't show you there is a contract or what the term of that contract is. I would have never signed up for this expensive contract if i knew that's what they were doing. They also take your fingerprint which i assumed was for your gym account, what its actually for is making sure you're locked into your contract and cant get out of it. I called my credit card company and they said there's nothing that we can do to not authorize the charges. I walked in to the gym today to try and cancel and you can only cancel with one person who works there that conveniently wasn't available. They told me to try again on Monday. So now I'm going back and reading over these contracts i was tricked into signing to see what, if any, options i have to cancel. You sign up for the gym to better yourself and then you deal with this kind of c*** I've worked out at a lot of gyms in the past and have never been locked into a PT contract. As soon as my year contract is done I'm never coming back to this place.

  

  Business Response

  Date: 06/18/2025

  Thomas, 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 reached out to you multiple times via phone and email but has not heard back from you. If she does not hear from you then we will need to consider this matter closed.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:05/19/2025

  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.

  I am writing to formally dispute charges related to my personal training and gym membership at EOS Fitness. My experience has involved deceptive advertising, hidden contract fees not clearly communicated at the time of sign-up, and a troubling lack of transparency regarding cancellation procedures.Over the past month, I have made multiple attempts to cancel both my personal training and gym membership due to severe financial hardship. Despite repeated outreach, my requests were ignored or delayed. I only received a vague response recently, stating that cancellations take 30 days to process even though I initiated the process weeks ago. Now, I am being pursued for additional payments despite informing the gym of my financial instability and inability to pay.Whats especially concerning is that *** continued to charge my account after I had communicated my financial hardship and intent to cancel. This has caused additional strain during an already difficult time. I believe these actions including misleading advertising, obstructive cancellation practices, and aggressive collection tactics may be in violation of consumer protection laws.I respectfully request:A full cancellation of my personal training and gym membership.An immediate stop to all payment collection efforts.A review of any charges made after my initial cancellation request, with a refund of any unauthorized payments.If this issue is not resolved promptly, I am prepared to file formal complaints with the ************************************ (CFPB), Better Business Bureau (BBB), and my State *************************

  

  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 sent you and email explaining that they waived the past dues on your account and took it our of collections for you. Thank you.  In Health, EoS Fitness.

• Initial Complaint

  Date:05/18/2025

  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.

  The assistant general manager at this location, ****** (since moved to the Northsight location) changed mine and my sisters memberships to a more expensive plan after telling us it wouldn't change our billing. We have now paid overlapping annual fees and overlapping monthly charges (without documented consent); we have attempted to reach a resolution both in person and over the phone and have been repeatedly brushed off by management at every level, including excuses that staff are on vacation and at retreats. We don't know where else to go to solve this problem and be refunded the extra charges, or credited a fair amount for what we agreed to.

  

  Business Response

  Date: 05/30/2025

  Ali, 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 out the duplicate account and waived two months of dues on your new account.  Thank you.  In Health, EoS Fitness.

• Initial Complaint

  Date:05/18/2025

  Type:Sales and Advertising 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 recently joined a gym to get back in shape. I had a membership last year and paid the annual fee. The agreement number is **********, and it was due to expire on July 11, 2025. I wanted to waive the annual fee since I had already paid for it in my previous membership. I tried contacting EoS Fitness through their web form about this, but they informed me that its against their company policy. However, I reviewed the membership agreement provided, and it doesnt mention any restrictions on waiving the membership fee or changing the annual fee date.

  

  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 spoke with you and discussed the annual rate payment and you are good to close this complaint. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 06/04/2025

  
  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,
  
  ****** ********