Complaints
This profile includes complaints for EOS Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,070 total complaints in the last 3 years.
- 837 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: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.
A long time ago I got a personal ********** schedule conflicted with his he never changed my trainer to a new one two years later I was told I was still being charged and had over 600 I learned late fees. I explained to the district manager who was on premise at the moment and he said he would erase the debt since I Dido the training sessions and would allow me to finish off my 6 month. Contract which was only two months away from ending. I Had a family emergency and moved to ********* and explained that to them.They still continued to charge me for 3 sessions When I got to ********* and explain that to a facility here In ***** , they said they would reimburse me for the three I did not use. Then never reimbursement me 3x$88.00 I no longer an with the company The? Company said I needed to deactivate it online and that they could not do it store level as I am explaining this. A guest was having the same issue. Me and the other guests asked a employee to help us. And the employee was unable to deactivate either one of our accounts either. The website to deactivate you membership is not user friendly and i'm struggling to close out. I am requesting a reimbursement of $262.00 ************ i'm being charged but did not receive. I was a lo g time costumer of this company. I sent emails and talked to the store manager but no one seems to have the Authority to stop the personal trainer subscription
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 an Immediately cancelation and a refund of 264.00. Refunds do take 8 to 14 business days to reflect on your account. Thank you. In Health, EoS Fitness.Initial Complaint
Date:04/30/2025
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.
Joined this gym with intent to workout there. Ill admit to falling for sales tactics that lead me to join the highest cost in membership. After initial joining I was offered to do a welcome session for instructed workout, where again I fell for sales tactics that lead to joining personal training. At this point I recognized my mistakes and attempted to cancel my personal training and membership. I followed the instructions as shown in signed agreement of both parties for both the personal training and membership. I was told that the agreements do not have the right information on cancelation and that Id have to go to the club to cancel and speak to a manager. While at the club they had me scan a QR code to cancel, I feel Ive now been told to do so many different contradicting things just to cancel. Ive called several times and have been told that my membership is now canceled and so is the personal training. Even after both have been canceled Im yet to receive my refund of $88 for personal training I canceled within the 3 day period of signing agreement. And they are still attempting to draw the money for my gym membership post cancelation. It is my belief that these contracts are not valid due to their contradicting policies. *** attempted to contact their ownership at ABC Fitness and have only received auto response to contact the club in *****, **.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 team did refund all or the PT payments. Refunds do take 8 to 14 business days to process. 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:04/29/2025
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 a personal training membership with EOS Fitness (*********, **), but due to personal and medical reasons, I am no longer able to use the services. I did not use any of the personal training sessions and attempted to cancel multiple times through the website, in person at the club, and by email.Despite these repeated efforts, my cancellation was denied unless I provide medical documentation, which I am not comfortable sharing. I have also contacted ABC Fitness Solutions (the billing processor), who told me to contact the club directly resulting in being passed back and forth with no resolution.I have now changed my payment information to prevent further charges, but I continue to be harassed with payment demands. This is unethical and unacceptable, especially when no services were used.I am requesting:Immediate cancellation of my personal training agreement Confirmation that I will not be charged further No involvement from collections, as this matter has been repeatedly addressed This is a clear case of unfair billing and refusal to honor cancellation. I am happy to provide a record of emails sent and received.Business Response
Date: 05/14/2025
Ammar, 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 canceled the past dues on your account and canceled the PT contract. Thank you. In Health, EoS Fitness.Initial Complaint
Date:04/29/2025
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.
Complaint Description:I am filing a complaint regarding my personal training contract with EoS Fitness / ***********. I signed up for personal training services at the *****************, ****, ** location on April 17th. At the time of sign-up, I felt overwhelmed and pressured by the sales environment and agreed to the contract without fully understanding the long-term commitment or cancellation restrictions.Shortly after enrolling, I realized the service was not a good fit for me due to emotional stress and financial concerns. When I attempted to cancel, I was informed that I could only do so under very limited circumstancessuch as relocating 25+ miles away or sustaining a physical injury. These terms were not clearly explained to me during enrollment.I contacted *** to explain my situation and request cancellation based on financial hardship and the high-pressure nature of the sign-up. Unfortunately, my request was denied.I believe this approach is unfair and potentially predatory. I am asking for a full cancellation of the contract without penalty. I am not using the service, and I am unable to continue paying under these circumstances.Resolution Requested: Termination of the personal training contract and cancellation of all future billing without fees or penalties.Business Response
Date: 05/13/2025
Thais, 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 immediately cancel your contract. 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,
***** Sakemi *********
Initial Complaint
Date:04/29/2025
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.
Joined in January this year. Agreed to 2 months of a trainer. Charged $79.98 to join and than got charged an additional $92.97 in February for what *** said a once a year paperwork fee? They also continue is charge me for a trainer after the two month were over! Ive called, gone in with my paperwork in hand and get nothing but insults telling me I signed the contract and thats it! I 100% believe they lied to my face, they are taking advantage of senior. Still are still demanding I pay for serviced I NEVER RECEIVED!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 worked with you to get you scheduled and get youc caught up on the past due payments. They also stated that they are ensuring the agreement canceled after 6 months for you. Thank you. In Health, EoS Fitness.Initial Complaint
Date:04/29/2025
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.
Please see attached letter.Business Response
Date: 05/11/2025
Amity, 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 submitted a ticket to waive the $15 NSF fee as a courtesy to you. they also suggested that you update to checking instead of credit. Thank you. In Health, EoS Fitness.Customer Answer
Date: 05/12/2025
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:04/28/2025
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 went to the Surprise ******* location to buy a basic level membership on 4/24/25. I was being helped by an associate named *****. While I was setting up my account, he said there was a special offer to get one discounted personal training session for $19. When I asked if it was cancelable and a trial session, he said yes. He then glossed over the paperwork to agree to the first session. I only ever agreed to the $19 first session When I arrived on 4/28/25 for the first session, the personal trainer showed me paperwork asking to confirm I am okay with the 8 $150 payments for the next 4 months. I was shocked because I had not heard of any of these charges. She then showed me powerpoints that explained the charges and asked if I had ever seen these slides before. I had not. Apparently he was supposed to show me the slides to explain the agreement. After going back and forth with the personal trainer, she informed me this sort of thing has happened before. When I asked if I could cancel, she said there was only a 3 day ***** period that I had JUST missed. It felt very frustrating. I wasnt told these charges at all but also was scheduled just outside the ***** ******* I submitted a cancellation request online, but the personal trainer told me the business has had very few successful cancellations.From my understanding when I got home and looked into this further, sales associates get commission on these personal training sales. He purposefully deceived me and lied about what the agreement entailed. I am beyond frustrated and would have never accepted the sessions if I knew there was a $1200 bill to pay.They put a 30 day freeze on my account but said I cant cancel right then and there. I dont want the PT sessions anymore and want the pending bills removed. Unacceptable and deceptive sales practices.Business Response
Date: 05/04/2025
Jaydah, 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 do a three day cancel meaning all money paid on the PT package will be returned. Thank you. In Health, EoS Fitness.Initial Complaint
Date:04/28/2025
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 February 2025, I signed up for a basic gym membership at EoS Fitness Blue Diamond/Decatur in *********, **. I was promised that the membership would cost approximately $30 per ******** no point did I agree to, sign for, or request any personal training (PT) services. However, shortly after joining, I began noticing large unauthorized charges being deducted from my bank account, totaling over $1,000 within two months.On April 7, 2025, I visited the gym in person to cancel the account and dispute the charges. I was assured by the staff that:- My account was canceled - The unauthorized services would be refunded - No further charges would be made Despite these assurances, the following has occurred:- No refund was issued - My account continued to be billed - I recently received another large batch of unauthorized charges When I contacted EoS support again, they responded by denying cancellation and insisting I must wait until my 8th invoice before they would even consider stopping charges. They also suggested freezing the account which is irrelevant and unacceptable, as I never signed up for the services in the first place.This behavior amounts to deceptive business practices and unauthorized billing, and is in violation of basic consumer protection laws.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 our Regional Vice President and he states that we did nothing wrong on our end as you ultimately signed a contract for your personal training. However, he is meeting you halfway on the refund and then the other sessions will be available for you to use. Our District Manager is reaching out to you today to further discuss with you. I am more than happy to send send a copy of you contract should you need it. Refunds do take 8 to 14 days to appear on your account. Thank you. In Health, EoS Fitness.Initial Complaint
Date:04/28/2025
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've been a member of the gym for multiple years never having asked for any find of fee reversal or credit. My card that was connected to paying this charge was blocked due to fraud and I forgot to update it with them. I got charged a late fee, which they reversed for me when I came in updating my billing info. I did not realize the person who helped me didn't update it, but simply paid my 1 month charge, so when the monthly charge came again, I was assessed another fee as it tried my old card again. I explained this to the staff supervisor but was told they couldn't do anything, as they can only reverse 1 fee per 6 month period, even though this is ostensibly their fault. I called abc fitness, the ******, and was told the same. I feel I'm being punished for their mistake when I came in and paid my past due month and attempted to fix the billing issue on 4/***** of 4/28, this first day I'm alerted the payment didn't go through, i fix it and pay it, but they are charging me a past due fee. Which is ridiculous and untrue.Business Response
Date: 05/11/2025
Christian, 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 submitted a ticket to waive the *** fee. Thank you. In Health, EoS Fitness.Initial Complaint
Date:04/28/2025
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 work at a job that is opened 24 hours. I learned that if I agreed to train with their physical trainers and wasn't able to meet the time we agreed upon, I will get charged for every reschedule or cancelation. So I rather end the training permanently because work is more important. I think it would be even better to cancel my account with the gym altogether to prevent any future agreements like this. They have been charging me $152 for every training I didn't go to since January. $152 payments a week for a month since January, still on-going.Business Response
Date: 05/11/2025
Khristyn, 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 30 day cancel the account and they have reached out to you to set you up with another coach. Thank you. In Health, EoS Fitness.
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