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:05/19/2025

  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,
  
  ****** ********
  
   
  

• Initial Complaint

  Date:05/17/2025

  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 signed up for a personal training contract that was supposed to be eight payments and a certain length of time. I was supposed to that contract within a certain length of time before the last payment which I attempted to do via phone, which got me into a phone loopwith no choice of talking to someone to cancel, using the provided email on their website which bounced back. I went into the gym And somebody help me do it on the app and assured me that it was canceled. The manager was not available and the person who sold me the training contract was apparently no longer there. So Ive had another payment taken out of $88 and I have another one thats showing as pending for $88 because its $88 every two weeks for30 minute training sessions. I will try to go in there again and see if it works this time. This is ridiculous. I followed the rules of this contract in The canceling of it so that it wouldnt continue was made impossible.

  

  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 received the proof they needed from you so they were able to cancel the account and refund two invoices for you. Refunds do take 8 to 14 business days to process.  Thank you.  In Health, EoS Fitness.

  Customer Answer

  Date: 05/30/2025

  
  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.  My complaint was mainly against the corporate office, not so much this branch, although it took a lot to get the people there to respond to the proof that I had taken several times too that particular gym. They kept ignoring it and so another charge was taken, but it looks like theyve taken care of the problem.  Hopefully it was enough problem for them that they will approach the corporate office to stop the bad handling of correspondence
  
  Regards,
  
  ****** ****
  
   
  

  Customer Answer

  Date: 06/04/2025

   The gym responded to my complaint and said that they were canceling the contract and refunding me for two erroneous charges. I let them know at the time there was a third charge pending and they needed to cancel it before that would be actually going through. Well, it went through today. I still have not had a refund of the other two, but that was expected because they told me how long it would take. Now there is a third one. I was told by the manager and the training manager, and the manager might have even been a district manager, that I would receive an email telling me the progress of getting this canceled. I did not. And again another charge has been taken. So I wish I had not signed off on this as having been satisfactory dealt with because its not.  Perhaps the message to the Better Business Bureau from the gym, constituted their corresponding to me that it had taken place, but that gave me no one to reply to either with no email address.
  
  So I dont know if I need to make a new complaint because this is getting ridiculous. I have been in there several times, I have tried emailing and calling the corporate office to no avail  and now I have another $88 charge on my credit 
  
  Tantrum over,
  ****** ****

  

  Business Response

  Date: 06/12/2025

  ******, I see that our District Manager adjusted the ticket to refund four invoices.  Thank you. 

• Initial Complaint

  Date:05/16/2025

  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.

  Subject:I was misled into signing up for a four-month fitness training program after being told it was only a two-week trial. Despite attempting to cancel within the trial period, I have been denied cancellation and continue to be charged.Complaint Details:On April 24th, I was approached about enrolling in a training program at the EOS Fitness location at *****************************************. I clearly communicated to the staff that I could not afford the program. However, I was pressured by a staff member named ****** to sign up after being told that it would be a two-week trial and that we could "figure things out" afterward if I couldnt commit to the full four months.I specifically stated I did not believe I could do four months, but agreed to try the two-week trial under the impression that I could cancel afterward. Before the two weeks were over, I returned to cancel the program. At that point, I was informed that I had signed a binding four-month contract and that there was no way to cancel.I followed the instructions provided and attempted to cancel through the designated site, but the cancellation was denied. I returned in person and was told to email ****** the same individual who originally pressured me into signing the agreement essentially giving me the runaround.I believe I was misled about the nature of the program, pressured into signing under false pretenses, and denied a fair opportunity to cancel within what I understood to be a trial period. I am now being charged for a program I cannot afford and do not have the time to attend.Honestly it's also making me uncomfortable to even be at the place either, which is upsetting because I'm trying to better my health, now I can't even be comfortable at a place I looked too as a place of comfort.Resolution Requested: I am requesting that EOS Fitness cancel my training program contract immediately, cease all future charges, and refund any payments made beyond the initial two-week.

  

  Business Response

  Date: 05/28/2025

  ******, 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, canceled the account and provided a refund. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 06/02/2025

  
  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:05/16/2025

  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.

  Yesterday Friday May 16, I went to EOS Fitness on ******************** for the first time in a couple months and for the first time in 9 months that Ive been going to the gym almost every single day they barely tell me that I have a collections account and that I now have to pay 249 from my pocket from and old account that I had asked to cancel. I find it absolutely ridiculous how Ive been going to the gym on MLK and ***** and *************** I wasnt once notified about this old account or told that I had to pay this amount and actually got made a new account. What I dont understand is how out of all the gyms Ive gone to the only one who has or pulls out this record is the eos on ************* and they can check my record or transactions Ive gone to many different eos around *****

  

  Business Response

  Date: 05/27/2025

  ******, 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 submitted to waive the past dues and take the account our of collections.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:05/16/2025

  Type:Billing 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 joined *** on the promise of free personal training and a 24 hour gym. Upon meeting with the managers, I learned that the personal training was not free. Every time I told these men no, the price went up. I was stiff-armed into something I didn't want. Then about 3 months later my account was frozen without my knowledge and the business kept charging me for a service I could not use. I could not use the service because the gym would not give me a point of contact. They said I could try coming in to catch my trainer during her break to schedule my sessions, but as a working professional I did not have the liberty to do so. Additionally, the salespeople kept telling me that the personal training agreement was a "4 month obligation" which I agreed to. They neglected to tell me that I would keep getting charged if I didn't submit a cancellation request. I did, and now the gym is trying to charge me a balance. What was supposed to be a $760 obligation is now a $880 obligation that I did not agree to.

  

  Business Response

  Date: 05/22/2025

  *********, 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 a cancellation and for a refund as well.  Refunds do take 8 to 14 business days to process onto your account.  Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 05/22/2025

  
  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:05/16/2025

  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.

  In 2021, EoS fitness failed to honor a membership agreement in which I was promised a ********* Access membership at a $9.99 month rate. I filed a complaint with the ** at that time, and EoS resolved the matter by providing a membership that was similar to the $9.99 rate but I pay yearly. I accepted the resolution in good faith.However, since that time, I have experienced ongoing issues with the membership and access to services, with inconsistent or dismissive responses from staff and management.The most recent breakdown occurred in November 2024, when I attempted to renew my membership and was told by the store manager that they just dont like to honor those things. I was offered a refund, which I declined because I wanted the agreement honorednot revoked.I escalated the matter to the Regional Manager, who temporarily resolved the issue, and my membership functioned properly from mid-December to mid-February. After that, my access again became non-functional, including the app not working properly, and I have been unable to get any meaningful help despite over two months of repeated *********** this point, I believe EOS Fitness is in breach of the agreement they made with me in 2020. I am requesting either:Full restoration of my membership per the original terms, or the paid in full terms.I am also requesting a written confirmation that *** will honor this membership agreement going forward without further disruption.Sincerely,*** ******* ************ ****************

  

  Business Response

  Date: 05/21/2025

  ***, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. I worked with the Regional Vice President  and he stated you membership is good to go.  He is able to allow your membership to remain the paid in full only until December 10, 2025.  At that time, you will need to sign up on our **** Do package which will be the same monthly price point and he will waive the Enrollment and the first Annual Maintenance Fee. Thank you.  In Health, EoS Fitness. 
  

• Initial Complaint

  Date:05/15/2025

  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.

  My wife has been corresponding and talking to different **** from EoS fitness since December since it was her Cc on file. She was told her account would be closed after she made a payment on the phone for 26 and change so she did then she was told by the bank her cc was compromised so she closed it out. To then find out *** stated my account has a fraud alert. She since then has been trying to work with EoS and get my account closed and was told in writing my account would not go to collections. Shes been trying to resolve the final payment just to be told my account is in collections and she now has to pay 127 and change. And then was told by an *** manager she would only have to pay ***** to get my account cancelled and out of collections when she called corporate again they told her its only ******************************************************************* collections. Shes just getting the run around now.

  

  Business Response

  Date: 06/06/2025

  *******, 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 was able to remove the account from collections and waive the past due balance.  Thank you.  In Health, EoS Fitness.