Complaints
This profile includes complaints for EOS Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,059 total complaints in the last 3 years.
- 815 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/05/2025
Type: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: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: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
********, 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
********, 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: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,
********* *****
Initial Complaint
Date:05/01/2025
Type: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.
Attempted cancellation, was assured it was being handled. Have been charged above the original cost of services for 3 months following, received unkind and awful calls and texts in response. Charges continue occurring despite multiple contacts beginning with an email, texts, a call, and an in person visit with no result aside from increasing charges. March 1 was my first attempt to cancel, emails and texts followed beginning march 18.Business Response
Date: 05/16/2025
*****, 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 Regional Vice President did call you but you would not speak with him. He sent an email but it was 10 days later that he received a response. He does need to speak with you to gain further insight as to your need so he can close this matter for you. If he does not hear from you then we will need to consider this matter closed. Thank you. In Health, EoS Fitness.Initial Complaint
Date:05/01/2025
Type: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 bought sessions of personal training back in 2020, I was injured, needed surgery and had a doctors note to hold my sessions. Once I was able to go back to the gym, They made me sign up for an additional gym membership that I was unaware of when I had the membership already through insurance (through active and fit) so I have been double paying for over two years (since 2022). When I tried to use the sessions, they told me I had to sign up again for personal training and pay an additional $19 just to use my sessions and then they would waive the $150 biweekly fee (which did not happen) I have been charged $150 every two weeks for something I wasnt supposed to be since February. I would like my money back because they were not supposed to charge me as I already had 16 sessions of personal training. I have reached out to the ** of both the gym and the personal training section. They directed me to email EOS. I have done this multiple times, I have called and left multiple messages with no response from EOS and I am still being billed. They called me once and that was over two weeks ago. I am being doubled charged for a service I have already paid for addition being double charged for two gym memberships. I have all the proof but the system says my files are too large and I dont know how to shrink them. I can email them.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 already canceled out you PT contract immediately. Thank you. In Health, EoS Fitness.Initial Complaint
Date:05/01/2025
Type: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 the company opened this location they offered a free 30 day money back guarantee for their personal trainer (I had a copy of the certificate they gave me). I sent up an appointment for the personal training, I decided to not proceed cancelled it well in advance. Later to find out they had been charging me. They said that the program was a 3 month commitment. I spoke to multiple people advising I was told no commitment and money that I put down was a money back and showed the certificate they gave me. Originally they tried to say no that was a mistake, that was only for the gym membership not the personal training. Told them that is not what I was told. Eventually got ahold of someone that cleared the account and balance, processed the refund. But I am still getting notices from collections. I have the full email threads where they have said that its all been waived yet they will not get me out of collections. I am fed up!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 everything correctly with the account and they were able to also remove it from collections for you. Thank you. In Health, EoS Fitness.Customer Answer
Date: 05/11/2025
you have not provided any proof that you have had this removed from collections. And your district manager that called me had the nerve to act like this is not a big deal claiming collections doesnt affect your credit so what is the problem. And wanted me to do the foot work to have it removed when you guys were the ones that sent it there in error. I want proof its been corrected.Business Response
Date: 05/13/2025
********, in terms of the staff reaction to your account being in collections we apologize for the perceived notion there was no empathy behind his statements. Regarding the removal from collections, I personally handled it. There is not a confirmation number but once I receive the email from the collections company that it has been removed then I will alert you of such. Thank you.Initial Complaint
Date:05/01/2025
Type: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.
It was April 27, 2025, I was registering for this gym named *** since Im trying to get into fitness, as I was registering they offered me a deal where for 20 dollars, I could have three training sessions. I paid for the three sessions, and moved on with my day. Fast forward to April 30, 2025, I was attending my first personal training session when after we where done, they pulled me aside to make a plan, charging me 88 dollars bi-weekly when the offer was 3 for 20 dollars. They did not tell me of this information until after the first training session. The man who didnt tell me this information was named *******, and he did not warn me about the high costs after.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 was able to reverse the 30 day and reassign it as a 5 day cancel meaning all money paid will be returned. Thank you. In Health, EoS Fitness.Initial Complaint
Date:04/30/2025
Type: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.
Employee open 2 account with my name for mistake. I complained back in February. **** the manager told i will get $198 refund. I never got yet. In March 10 ,I canceled my account with my doctor note, they give me a copy of cancelation and they still charge me 2 membership, charges are over 500 now and I can't get the district manager to respond. Attached is an email of **** the manager. I need my money back and they need to stop taking money from me. I'm tired of calls, emails and no solution.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 submit for the refund requested. Refunds do take 8 to 14 days to appear on your account. Thank you. In Health, EoS Fitness.Initial Complaint
Date:04/30/2025
Type: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 2017 I ended my gym membership at a gym chain called 24 hour fitness. I never had any further communication with that gym. Fast forward to April of 2025 I was notified that EOS fitness that they "obtained" the membership list from 24 hour fitness due to the gym closing their doors. *** then illegally opened a new gym account using my old information and bank information that I used in 2017 and they are charging me a membership fee. I've recently been told that the billing company for *** is sending me to collections for past fees over the last year.They never had my consent to take a closed membership and open a new membership using that information. I have never stepped foot into EOS. When I call the billing company, they say I can only talk to the gym about this. When I talk to the gym, they say I can only talk to their billing about it. They send me in circles and I'm the one being threatened in writing that I am going to go to collections for a membership I did not open.This is an obvious scam to get money out of people who never asked for their information to be sold. After multiple calls and emails to the company and their billing company, I have no resolution.Business Response
Date: 05/11/2025
Mandy. 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 balance on your account and canceled the contract. Thank you. In Health, EoS Fitness.
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