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

  
• 

  EOS Fitness

  39400 Murrieta Hot Springs Rd # 101 Murrieta, CA 92563

  
• 

  EOS Fitness

  3156 Sports Arena Blvd San Diego, CA 92110

  
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  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:05/12/2025

  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 joined *** and signed up for the personal training program. The next day, I realized I wasnt ready to commit to that and reviewed my agreement to understand how I could cancel. My agreement stated I had 3 business days to cancel, and that I could cancel by sending an email, sending a letter in the mail, or requesting to cancel in person. The next day (a total of 1 business day) from when the agreement was executed, I submitted an email to the email address in the addendum & sent a letter to the address on the addendum. I eventually get an email back days later (from ***** *********) simply stating that my personal training agreement could not be cancelled at this time with no explanation and no phone number to call him. I call ABC fitness and they tell me my only option is to go into the gym and talk to a manager. I then call my EOS location and ask is ***** ********* is the manager there, and they tell me he doesnt even work at that location. I just want to cancel the personal training agreement. I followed the steps outlined in the agreement and am not willing to participate in the run around. I am also wanting $88 that was charged for the personal training to be refunded.

  

  Business Response

  Date: 05/14/2025

  ********, 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 the day they spoke to you submitted for a 3 day cancel of your PT contract which also means, any money paid will be refunded as well.  So, you were already taken care of when you sent this BBB submission in. Thank you.  In Health, EoS Fitness. 
  
  

  Customer Answer

  Date: 05/14/2025

  
  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:05/12/2025

  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 signed up for personal training sessions approximately in August 2024. I knew it was a 6 month contract. And that is was to inform them a month earlier to terminate this contract. February 6th I initially notified ******** (Riverview EOS) that I wanted to cancel my training. She told me she would call me on 10 February at 5pm. I never got a phone call from her. On 14 March I wanted to speak to ******** but she was too busy to talk to me. She called me later that day. I told her I wanted to cancel my training. She set up an appointment for 430 on 18 March. Between the 14th and 18th she changed the appointment from 430 pm to 5pm. I arrive at 5 pm on the 18th and she is working with a client and can't see me. I leave a message with the front desk kid and let him know that I want my training canceled, he said she will take care of it. From that day I expected 2 more payments to come out and my training to be canceled. To date, my training is not canceled and another payment was just charged to my account. There is no one else to talk to at the gym. A person can't cancel their own training via the app, which they should be able to do, and the trainers themselves can not cancel the training for their clients. It is frustrating that a company is ran this poorly with one person handling this and they are never available and irresponsible.

  

  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 did cancel the account immediately for you and stated that they have reached out to you to inform you of the resolution. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 05/27/2025

  
  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:05/11/2025

  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.

  When I originally signed up for the membership I ask *************** I wish to cancel is there gonna be an issue. All I would need to do was come in and theyll cancel it for me. Now its a problem, why are they making it so challenging to cancel my membership. The problem is I canceled it back in march when I did the last check in through their system. I told them Im not paying for a membership when they cant keep the place sanitized from roaches. They have an issue with fixing machines as well, I had bad service help from the front desk in the start for charging my card when I first started using their gym. On top of that , I been unable to sign into the app and there help site didnt resolve my issue.

  

  Business Response

  Date: 05/14/2025

  *****, 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 worked with you in the past but the account couldn't cancel as you have 4 months of past dues on your account. The account is canceled and I have asked the team to submit a ticket to waive you past 4 months of dues that did not process successfully for you. I have also passed on your experience to our District Operations Manager asking him to investigate all of your comments and make corrections based on your accounting. You are all set.  Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 05/14/2025

  
  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:05/10/2025

  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 have recently started my gym membership with EOS Ive only went for 2weeks. Im still being charged for an annual fee which was was not to me upon opening my membership. I called customer service to cancel my membership but I am still being charged 88 dollars!!!!

  

  Business Response

  Date: 05/14/2025

  ******, 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 waive the annual rate for you but the monthly due will stay intact. That will process on May 25 for $24.60.  You are fee to use the gym until June 24, 2025.  Per the agreement there is a 30 day cancel guideline which is industry standard.  But the team was able to provide a customer service gesture and waive the annual rate for you.  Thank you.  In Health, EoS Fitness. 
  
  

• Initial Complaint

  Date:05/09/2025

  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.

  Eos Fitness has advertised throughout the facility that they have a referral system of tiered rewards for referring individuals. I had referred two (2) individuals within 30-days which is advertised as three (3) months of free membership. Both individuals signed up using my referral information as instructed, and I made sure they followed all the necessary steps outlined in the program.These two individuals were my fiance and best friend - it is no coincidence they signed up when they did, as they went by my instruction and recommendation. Both referred customers are able to confirm that they told the sales staff and front desk staff when they first entered the gym that I was the individual who referred. I made sure to follow up at the front desk multiple times to ensure that my name was properly attached to these members and was assured on MULTIPLE occasions that all I needed to do was wait the three-months that their accounts were in goodstanding and I would qualify. During my initial account opening within the gym I had mentioned I had two referrals incoming.However, when I followed up about the referral reward, I was informed that I was denied by the District Manager due to their system showing no record of my referrals. This was extremely frustrating, as I took the time to ensure the process was followed correctly on both ends and followed up frequently to ensure my referrals were attached to my name. It feels unfair to be denied the benefits of a promotion I actively participated in and promoted to others; had I known earlier that they would refuse to recognize my referrals, my referrals may have left earlier than the 3-months we were waiting for to qualify! I do believe there was some associate error throughout this process regarding the record keeping of the referral information and I do wish to continue being a member at this gym. I would appreciate it if EoS Fitness could take a closer look into the situation and help resolve this issue fairly.

  

  Business Response

  Date: 05/23/2025

  Max, 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, got the name and will submit for the free months. Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:05/09/2025

  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 received a late fee for a membership payment. The fee was received 5/6/2025 in the amount of $25.00. I have never missed a payment and have used auto-pay to ensure timely payments. After inquiring with the location as to the purpose of the charge, they explained it was for a late payment back in September of 2023. In that month, I updated my payment information in person ahead of the due date to prevent any mishap or issues with timely payment. After explaining this to their customer service, they spoke with a Manager and returned to explain that they couldn't waive the charge as it had been more than 6 months since the supposed infraction. Payment was in fact made in that month on 9/10/2023 in the amount of $19.99.I am a loyal customer who routinely makes on-time payments and am being unfairly charged a late fee due to a processing error of this company. I will be cancelling my membership and my wife's membership as soon as possible and will be seeking another gym.

  

  Business Response

  Date: 05/15/2025

  ***********, 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 you both agreed to credit the next months dues. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 05/16/2025

  
  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:05/09/2025

  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 am filing a complaint against EOS Fitness (***********, ** location) due to ongoing unauthorized charges and unacceptable customer service. Despite multiple attempts to cancel my personal training services, I continue to be charged.Staff and supposed management, including an individual named ****** who claimed to be a manager, have been unprofessional and unhelpful. He laughed during our conversation and refused to assist. Attempts to cancel online failed, and Ive been repeatedly hung up on or misdirected when calling the club. This has left me with unresolved billing issues and no support.Additionally, two personal training sessions from late 2023 were missed due to the trainer canceling. When I attempted to use them later, I was told I could not.I have canceled my full membership due to this poor experience, but charges for personal training continue to appear on my account. This feels predatory and unethical.I request:Immediate cancellation of all personal training services.A full refund of any unauthorized charges.Accountability for the unprofessional conduct of EOS Fitness staff and managers at the *********** location.

  

  Business Response

  Date: 05/13/2025

  Sean, 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 PT contract and the membership for you. They stated that all sessions have been used. Regarding your request to terminate staff is understandable due to your perception of the interaction. Thank you for sharing and for that, we do apologize.  However, we are not a company that terminates but one that fights hard to help level up our team members. We do take you complaint seriously and it has bee forwarded to our Regional Vice President to help lay out a course of action. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 05/13/2025

  There are still 5 sessions that were not used that I expect to get refunded. 

  

  Business Response

  Date: 05/22/2025

  Sean, you had 21 payments of $43 each.  You trained and completed 17 of them, 4 were returned, 2 were waived clear and 2 were refunded to in the amount of $86.  So you have 5 training sessions left on your account. Thank you. 

  Customer Answer

  Date: 05/22/2025

  Refund those 5 sessions or I will sue your company. 

• Initial Complaint

  Date:05/09/2025

  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 initially signed up, I clearly requested a Childcare plan and expressed very limited interest in personal trainingspecifically, no more than four sessions TOPS. At no point was I informed that these sessions were part of a mandatory four-month contract, nor was I told that early cancellation was not allowed. This lack of transparency is unacceptable.After 30 days and only three sessions (one of which was just an introductory meeting and a body analysis scan), I inquired about paying la carte for a single training session. I also asked to change my billing card. Instead of processing a simple $30 payment, I was unknowingly signed into an additional month-long contract without my knowledge or consent. I was led to believe I was signing the tablet for credit card authorization not extending a binding contract. This is misleading at best, and deceptive at worst.When I came in to address the unexpected charges on my account, I was informedonly thenthat I had signed another contract. I was told Id need to come back again in person at the end of 30 days to cancel, and that no future cancellation could be scheduled in advance. This is not only unreasonable, but it also creates intentional barriers to ending *********** date, Ive only received 3 sessions, totaling no more than $160, yet I was charged $350. The manager was unable to explain where the additional $210 in charges came from and referred me to come back again at another time. This level of confusion, miscommunication, and financial mishandling is deeply concerning.I requested to cancel immediately and even offered to pay a cancellation fee to terminate the agreement entirely. Despite my willingness, I was told this was not possible. Ive also contacted corporate, and they instructed me to return in persona frustrating loop that continues to waste my time while charges accumulate.Lastly, I was told my sign-up fee would be waived during my first visit. That clearly did not happen either.

  

  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 see that our team did cancel yur upgrade package but the 4 month remained in tact. I also understand the team reached out to you to inform you of the resolution they provided.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:05/08/2025

  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.

  My and my husband went to Eos fitness on ********* and ******* to cancel our membership. We were told to do it on line, because it took too long for the manager to do it at the branch. Last year I was able to cancel services at any branch not a problem. We signed up in 2024, it is now 2025 and the branch Manager ******* ***** informed me that the rules changed, we were never notified that you cant cancel our membership in person. I informed the manager on the eos app and website it doesn't say anything about canceling online. We tried it's next to impossible since the app is no good to cancel. I informed Avounay that I needed her general managers info and she told me and my husband that she can not give me their information. I then told the Avounay that I am going to be writing a complaint about her and the the fact that I'd doesn't say that you have to cancel solely online. She then went to her office and came back and gave me her general manager info. When I said thank you and was about to leave, Avounay asked if she would like to walk me through the cancelation process? I told her no that's okay, once I was about to walk way she said okay great in a very rude and very sarcastic way. I said excuse me, and she got a deer caught in headlights look and quickly said oh not like that. I am very unpleased as a consumer who uses services and doesn't want them no more I should have the right to be able to stop those services and get some help, not someone who refuses to give me the information that I requested, or continue to argue because it takes too much time to do her job as a manager. Very displeased, we are now going to be charged ****** because no one in the company was willing to help. We tried so many times.

  

  Business Response

  Date: 05/13/2025

  ******, 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 both your and your husbands account immediately. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 05/13/2025

  
  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:05/08/2025

  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.

  My full name is Ismatou ******* ******, and I request a refund for my personal training charge.I signed up for an *** membership on April 8, 2025. At the time, ****** *******, the club manager, suggested I try a personal training session in addition to my Will ** membership. I initially declined due to my demanding schedule and existing commitments. However, ****** encouraged me to try one session for a $20 fee, assuring me there was no obligation and that I could receive a refund if I chose not to continue, and I was scheduled for a trial session on April 11, 2025. Due to scheduling conflicts, I called the club to request either a $20 refund or to be rescheduled. The front desk informed me ****** would call me by the end of the day. When I did not receive a call, I followed up the next day, April 12, and eventually spoke with ******, who said I could reschedule even if the date is far off. On April 22, I was charged $280 for personal training. I immediately visited the club on the same day to discuss the matter with ******. She informed me that EOS automatically charges for personal training if the trial is not completed within three days. At no point did ****** make me aware of this, as she did not mention this policy on April 8, nor did she explain on the phone on April 12. Had she communicated that the trial must be completed within three days, I would not have agreed to sign up (which is common sense). ****** instructed me to contact EOS via ******************************************************* for a refund. I also emailed ***** *******, the district manager, but no one has gotten back to me. EOS is extremely unprofessional since they promise to get back to you on their website within 72 hours. I have not yet received the promised trial session, and have not consented to a $280 charge under these circumstances. I respectfully request a full refund of the $280 and the initial $20 due to miscommunication and the lack of clear, upfront disclosure from EOS staff.

  

  Business Response

  Date: 05/13/2025

  Ismatou, 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 on your account and canceled the contract for you. Thank you.  In Health, EoS Fitness.