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:05/08/2025

  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.

  Im an 82 year old member of ***. I have been a member when it was Deseret gym, then Golds, now EOS. My membership was grandfathered in and I have been paying $25 a month until two years ago when they changed it to $30. I didnt complain. My dues have always been taken out of my checking account. This January, I was suddenly no longer a member when I tried to log in to sign up for a class. When I went to the manager, he told me that I had dropped my membership. Impossible. Then I was told it was a computer problem and they couldnt put me back on my old membership but would put. Me in a new one at the same price $30 a month. I checked my account. The deducted $96. I went to the manager and was told it was a yearly assessment. I was not charged a yearly assessment on the old plan. They told me there was nothing they could do. I have checked with several older members that this has happened to. Most give up complaining. It is just dishonest and taking advantage of old members. Imagine how many are now being assessed because of a computer glitch and how many of us are being taken advantage of. *** is huge! How much are they making from this ploy? I want the assessment waived. I want the terms of my original contract.

  

  Business Response

  Date: 05/11/2025

  ****, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. The team indicated there was confusion on your needs with the Insurance membership as opposed to keeping your existing membership.  They informed me that they were able to reinstate your previous membership for you.   Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:05/08/2025

  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.

  On April 3 I noticed that the gym charged my **** card ***** for the month of fees. I wasn't aware of the extra fees because of the **** card. I was told by ********* ******* that Debit cards can't be used only a customer checking account with routing number. I did issue that April 12th when I asked to down grade due to work schedule. May 1st *** and ********* which are very unprofessional men that are handling customers personal business. ********* never follow-up with my refund(s). I have asked to ****** the membership due to my work schedule. But I continue to get charged. When I spoke to *** and ********* today, *** stated hey she said she wants the manager that is in- charge of us. The two of the young men are very unprofessional to run anyone's business that deals with people's accounts and money. Today May 8th, I received an email from *** stating that I owe them ***** when I have asked numerous times to cancel my membership and please do not deduct any funds from any of my accounts. I forwarded ********* the email and he stated he did not receive any email while being on the phone but I should get a ***** refund in 10 days. I also want my **** refunded. Very Unprofessional Men that are handling other people's money and accounts. Poor business ****: **** ******** the Area Manager of EOS ****** *****

  

  Business Response

  Date: 05/13/2025

  ******, we are in receipt of your TWO submissions to the Better Business Bureau and appreciate you taking the time to share your experience. I see that our team was able to finally get the membership canceled for you and they have submitted a ticket for a refund.  Refunds do take 8 to 14 business days to appear on your account.  Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 06/04/2025

  This is the second complaint about EOS Fitness failed to cancel my membership. they have deducted additional funds from my bank account of *****. And spoke to another member today at headquarters she stated they will deduct another ***** before cancelling which I have been trying to cancel for over 60 days. My work schedule will not allow me to attend the club and I am asking to cancel the membership for the 6th time.

  

  Business Response

  Date: 06/12/2025

  ******, I see that you spoke with our District Manager and you are award that the account is canceled and that everything has been refunded.  I am please the Manager shared his email incase there were any future needs.  Thank you. 

• Initial Complaint

  Date:05/08/2025

  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.

  Consumer Protection issues with gym membership, billing problems. I will be uploading all payments withdrawn from my bank account. I joined the gym EOS on January 31, 2025 a payment was made of $10.74 I joined the gym for a monthly fee of $27.70 and my annual fee of $64.49. *** was not officially opened. however, there were workers there signing us up for the membership. I spoke to a manager by the name of ****, who asked me if I wanted a Personal ******* I replied NO he persisted on telling me that there is a big promotion going on-not to turn it down. He thenmentions that if I put $20 down I have 3 days to think about it and then if I still didnt want the Personal ******* I could be able to cancel with no repercussion in three days. I have a recording where it clearly states that they were waiving the fees for this Personal *******, which I did it in two days to be exact on January 3 2025 if needed . I have went in person to get this issue resolved numerous times i dohave name and dates also emails if needed, which they did disregard my email as well . Its Nowmay 7 , 2025 and nothing has been resolved . They dont even allow me to freeze my account so they can stop charging me until they get thisissue resolved . Please feel free to call me at ************ for any additional information .

  

  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 waive the past dues, canceled the agreement and refunded two payments. Refunds do take 8 to 14 business days to appear on your account.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:05/06/2025

  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 had visited this EOS fitness gym as a guest and was approached by a sales team member to join the gym. I shared disinterest in joining, but one of the salespeople said I can join for $1 today and cancel at the end of my membership. I said I won't sign up because I'm pretty sure there would be hidden fees or something to make me pay more. The salesperson said that there wouldn't be any fees or hidden costs and that I could cancel my $1 membership at the end of my membership without paying any extra costs or for the next month's membership cost. After thinking about it a couple days, I had decided to sign up for the membership, however, today (May 06, 2025) I went online to cancel and was told I would have to pay about $92 to cancel, which included the annual membership fee, the monthly $30 membership fee, and then a small service fee. I called the front desk at EOS to speak to the team about the issue, but was told they would have the salesperson who helped me sign up call me back within 1-2 hours, as this salesperson was in a meeting. After waiting about 3-4 hours for a call back, I called the front desk again to talk to the salesperson. However, this time, the people at the front desk would not transfer over to the salesperson and told me I was supposed to cancel as soon as I signed up if I did not want to pay for another month's membership. Essentially, they told me their policy is to cancel my membership at least 30 days. While I understand this policy, I was not informed of it and was actually told the opposite by the salesperson saying I can cancel at the end of my membership and not be charged for another month's membership. So I am filing a complaint because the salesperson essentially lied to lure me into a membership and when I wanted to speak to the salesperson, the front desk would not connect to them and would avoid the confrontation. If I was told about their policy, I would understand, but they didn't. This gym engages in wrongful sales tactics.

  

  Business Response

  Date: 05/21/2025

  Tam, 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 and are submitting for a full refund. Refunds do take 8 to 14 business days to appear on your account.   Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:05/06/2025

  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 gym membership and personal training sessions in the month of march of the present year at EoS Fitness. At the time of sign-up, I was given inconsistent and misleading information about the personal agreement cancelation policies. The assistant manager named **** who enrolled me also promised to waive one of the gym monthly payments as part of the personal training sign-up, but that waiver was never honored. Additionally, she did not provide a copy of the agreement. In good faith I believe that all the information provided by her was correct, so I feel comfortable signing for the ***. I was told at the time of sig-up that I could cancel PT sessions if I was not happy with them after the second session. When I decided to pursue cancellation, I was informed about the three days cancelation policy. This information was never provided by assistant manager at any time of enrollment. I had reached out EoS Fitness multiple times via email and phone to explain my situation, but nobody is helping me to resolve the issue. Despite my clear requests to cancel all services, I continue to receive appointment confirmation and session cancellation notices via email, which confirms that my account remains active against my wishes. In addition, the training sessions continue to be schedule without my authorization or consent. To date, I had paid approximately $305.0, I felt I had no choice but to contact my bank and stop the automatic payments to EoS Fistness, as the ongoing charges were causing financial hardship. I am requesting that EoS Fitness to cancel the gym membership and PT agreement. The lack of accountability and communication from EoS Fitness has been extremely disappointing, and I am asking the Better Business Bureau for help in resolving this matter.Thank you Sincerely ***** *****

  

  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 your PT contract and submitted for a refund of the unused sessions. Refunds do take 8 to 14 business days to appear on your account. Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:05/06/2025

  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.

  I am writing to formally file a complaint regarding my experience with EOS Fitness, which began in February of this year. I signed up for a fitness plan after meeting with the gym manager, who explained that I would be enrolled in a bi-weekly personal training plan costing $43 per session. I agreed to this arrangement with the understanding that my total monthly cost for personal training would be around $86 I was then paired with a trainer named ********, who suggested upgrading my plan to include one additional week of personal training per month at an extra cost of $60. Based on this, I expected a maximum of $150/month in charges. However, in March alone, I was charged a total of $455. Upon reviewing my billing, I discovered I was being charged $43 per session plus $60 per weeka much more expensive plan than what was discussed or agreed ******* a single mother of three living on a fixed income, this situation has caused me significant stress and financial strain. To make matters worse, sessions were often canceled or rescheduled without notice. After just a few sessions, ******** informed me via text message that she would no longer be training at EOS. I was then reassigned to another female trainer, but she was unable to accommodate my schedule and subsequently passed me off to a male trainer which stated I preferred to work with a female trainer only.Despite all of this confusion and lack of service, I continued to be charged. I requested to be removed from the training plan multiple times, and I was told that I needed to submit an online form, which I did several times, but no one from EOS ever followed up with me. I feel completely ignored and taken advantage of. less sessions have been conducted, yet Ive been charged far beyond that amount.This experience has been deeply frustrating and has felt more like a scam than a fitness service. I am requesting a full refund for the unauthorized charges and for my training plan to be immediately canceled.

  

  Business Response

  Date: 05/11/2025

  Eyonna, 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 and waived your past due balance, mentioned that you will update the card on file and they are freezing the account for one month for you. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 05/11/2025

  
  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:05/05/2025

  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 signed up for personal training at this facility during a promotional trial for one dollar. i was given one training session and i then told them i was not interested in personal training any longer and was never advised that i was going to be charged for this. i went to them in person and also on their website to cancel all interaction, I did cancel via the website and at this time they are trying to charge me for services i did not want before my free trial was up. THEY have turned this over to a collection company. i want this resolved and for this to be removed from any further action

  

  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 has been trying to reach out to you but they have not received any calls or email responses from you. Please take the time to contact them to resolve or we will need to consider this matter closed.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:05/03/2025

  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 had an existing membership with the Taylorsville Utah EOS, i would visit the ***** one but will be moving so i decided to join a family plan with some friends at this location. The *** lied to us about everything, he told me he would transfer my membership, i would be refunded my annual fee i had JUST paid since i would be paying a new one, and it would be a quick process. It has been almost two months, both memberships are active, ive gone in to cancel multiple times. Nobody knows what the h*** they are doing, no refunds have been sent, they refuse to give a district managers email out or anybody that can help for that matter. **** has lied from the get go, wasnt honest with what he was doing, even had me create a fake email to login into since he was transferring my other account (red flag) seemed very annoyed when i was asking questions to begin with and it all makes sense now! I have gone in and talked to *****, who said he would get with ****** and she would have this resolved the next day. That was weeks ago. I am so over this company and their shady business practices. Im sure adding those 4 new accounts on him looked real nice.

  

  Business Response

  Date: 05/14/2025

  ******, we have received your information submitted to the Better Business Bureau. Thank you for reaching out to share your experience. I understand that the team spoke with you, canceled the old account and issued a refund. They stated you were super pleased with the results. 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:05/03/2025

  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.

  On March 10, 2025 I went for a free training session. When I was done the women sat me down and told me the price of the training for every two weeks, which was going to be $150.00. I told her that was too much and I couldnt afford it. She said how about $20 for two weeks. I said I could do that and she also told me I can cancel at anytime. After the 2 weeks I asked again how much it would be and they said $150.00. I told them I could not afford that and they got the district manager and he basically told to bad I signed a 4 month contract. I told him that she did not tell me it was a 4 month contact and he basically told me I was liar and he was going to contact her to see what she told me. Its impossible to contact anyone in customer service and when you do they tell you its in the manager discretion to cancel your contract.

  

  Business Response

  Date: 05/11/2025

  Jennifer, 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 the resolution was to keep the program but to downgrade it for you. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 05/11/2025

  I was told by the manager that he would have to get back to me about changing it to 30 minute training session.  I did not receive confirmation on that matter. I want my training to be canceled due to being told I could cancel at anytime.  

  

  Business Response

  Date: 05/22/2025

  Jennifer, I understand that you worked with the District Manager.  Your package was downgraded but he noticed that you had another package which he canceled.  Should there be more that you need then the District Manager can assist you further. 

  Customer Answer

  Date: 05/22/2025

  I will accept the offer and close the complaint when I get my $369 refund. I was told I will be getting everything i paid up to the change to 30 minutes sessions.  As of May 19th the $150.00 is still coming out of my bank account.  

• Initial Complaint

  Date:05/02/2025

  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.

  I signed up for *** membership, went once during the seven day free trial but have not been able to go since as there is no where to park at either of the locations closest to my house. No where in their contract did they say I would be subject to so much overcrowding from *** overselling memberships that I wouldnt be able to use their facilities. I noticed the neighboring business I attempted to park in front of had permanent signs that say NO EOS PARKING as their overcrowding appears to be an ongoing problem. All the spots in front of these other business were still full, despite the signs, because of the overselling of memberships by EOS.I wrote EOS and request they cancel my membership and waive the annual fee as I was only able to go once. They have refused to waive the fee and are demanding I pay it and the first month subscription even though I visited the gym one time, which was technically during the seven day free trial of the membership. I am not able to use their facility due to horrendous overcrowding, but they are stating I owe the annual fee and monthly fee when they have made it impossible to use their gym. I dont live close enough to a location to walk or ride a bike and there is no one who can drop me off. Why do I have to pays fees when they have made impossible to get use of the services those fees are meant for?

  

  Business Response

  Date: 05/11/2025

  *********. 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 did cancel the account immediately.  If the annual rate goes through they will ensure that it is refunded for you. 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,
  
  ********* *****