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

  
• 

  EOS Fitness

  1661 S. Alma School Rd Mesa, AZ 85210

  

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:10/27/2022

  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.

  After canceling the trainer portion of the gym membership, in person at the location where I signed up for it, I have been continually charged over the past year. I only noticed the charges today because two charges for $84 occurred close enough together that they were on the same page of my bank statement. I called and spoke with *** financial, whose name appears on the charge rather than EOS, and was advised what these charges were for. I than called the club directly, as advised by ***, and was told that they show no record of cancellation, but that there was a "Freeze" placed for a few months in October of last year. The reason this was cancelled to start with was because of a lack of availability of trainers that fit with my work schedule and the one who was available seemed cavalier about a sports injury I have. So clearly "Freezing" was not the sort of action that would have had any beneficial effect.After speaking with ******, the Asst ********************** Manger at the Blue Diamond location, I was advised that the previous Manager made this note of a freeze rather than a cancellation of the trainer services. She further advised that all she could do was cancel it now - with a 30 day notice so that I should anticipate being billed at least twice more. My expectation is that these fees since the end of the "Freeze" be refunded in full and that no further charges from the "********************** side" of the system be charged ever again. I have no interest in whatever sessions have been banked as the trainers weren't as promised to start with which is why I cancelled in October of 2021.I do not wish to cancel my regular membership. I am happy to pay that and maintain that in perpetuity, or at least the foreseeable future. This entire situation feels deceptive and manipulative, particularly with the non EOS billing name to distract from tracking charges. Additionally, I called several months back to change my billing method and this fitness thing was not even mentioned to me.

  

  Business Response

  Date: 11/08/2022

  ******, there was a delay in processing and our accounting department will be mailing that out tomorrow.  Thank you. 

• Initial Complaint

  Date:10/27/2022

  Type:Product 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.

  Early this month I received a call from Eos saying I needed to update my card information. They said I needed to come into a location to do that. I said I just had surgery and I wouldn't be able to right away and asked if it could wait. They said as long as I did it within the month, I wouldn't be charged a late fee. I said it back to confirm with him that as long as I came in within the month and gave them my new card, I wouldn't be charged a fee and he said yes. I went to the ****** location about two weeks later (mid month) and gave them my new card and they said I was all updated and good. I got a text a few days later saying I had a $21.37 past due balance. The text supplied an e-mail address so I e-mailed explaining the situation and giving my approval for them to charge my card the monthly membership fee. I wrote that I did not give them permission to charge a late fee. I never got a reply. I did receive an e-mail saying that if I didn't resolve this it would go to collections. I replied to that e-mail saying the same thing as the first e-mail I sent. No response to that e-mail so after a few days I called. I was told my account was now current and the last charge was for $36.37. I was charged the monthly fee plus a $15 late service fee. I explained the situation and asked for either a refund or credit. The lady said that since I went to the ****** location instead of ********* they hadn't been the ones to talk to me on the phone. I hadn't been told to go to a certain location. She said the only way they could make it right was if I gave them my banking information. I am not comfortable with that and asked if there was anything they could do to make it right. I was told no. I asked if there was anyone else I could speak to about it and was told no. I said I would like to pass on feedback for the higher *** because this is a s***** situation. I should have chosen a better word but I did not say it aggressively. She said she would hang up on me so I hung up.

  

  Business Response

  Date: 10/31/2022

  ********, We apologize there was any confusion on a bank processing fee.  If a card does not go through successfully, then we are charged a processing fee that is passed on.  However, what I have done is waived your Nov 5th dues of ***** as a customer service gesture.  

  Customer Answer

  Date: 10/31/2022

  
  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:10/27/2022

  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.

  My son (13 years old) and I signed up on Sept 16, 2022 at the Avondale location. I explicitly told **** that I did not want to be attached with a contract for anything and I was reassured that everything would be fine no contract at all. **** told me about his personal training that would be good for my son since he is concerned about his weight. I agreed on one condition that I would be able to cancel if it was not deemed appropriate for my 13 year old and he told me that I had 5 days to cancel. I called around the 20th of Sept and spoke to ****** to cancel the training because it wasn't something that I wanted my son to do at the moment, he then informed me that the general manager was not there and it wasn't nothing he could do. ****** told me when to call back and again I was not able to speak with anyone in charge. Finally, on Sept 30 I spoke to ***** who just moved to this location and I explained my situation about canceling my son's PT. He asked me whom did I speak to about because there were not any notes on my file nor my son's and I said ******. ***** said to me that he needed to do "some investigating" on my account but would freeze the payments for now but will call me back. Oct 6th ***** calls me to tell me that I needed to take a photo for my file and I asked him what happened with my son's personal training, he was like "oh I canceled it!" I told him how grateful I was and I hung up. Oct 15 I was charged for personal training so I called the Avondale location and asked to speak with a manager because I wanted to know why was I charged when my son's personal training was canceled. This person ***** stated that there was no notes on my file to state that anything was canceled and there were notes in general. At this point I am in tears and was told to call when *********************** was in and he would help me. Oct 17 I spoke with ***** and told me my file was blank but email the call log and he will place a ticket. He emails me back denying cancelation.

  

  Business Response

  Date: 11/04/2022

  ********, both memberships were canceled along with your son's PT agreement.  Thank you for having been a part of the EoS family.  So happy there was a resolve. 

  Customer Answer

  Date: 11/04/2022

  
  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,
  
  Velnesha ********
  
   
  

• Initial Complaint

  Date:10/26/2022

  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 set up a subscription membership with EOS Fitness. A few months later after subpar service I went to the gym and verbally confirmed with someone that I wished to cancel my subscription as per my contract and was told it was successful and that my *************************************************************** September. Having just checked my balance I can see that they have continued to take another payment this month. I am not surprised as this seems to be a common business practice for them.I would like to make sure no further money is taken from my account without any kind of authority or permission and would like the full amount refunded.

  

  Business Response

  Date: 10/31/2022

  *****, we so apologize.  There was a note in the system that you did cancel.  The team did submit to our processing company the cancellation but for an unknown reason it wasn't processed.  I have canceled the account for our and our District Manager is submitting to refund your Oct dues.  Refunds do take 8 to 12 business days. 

• Initial Complaint

  Date:10/26/2022

  Type:Customer Service 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 have been going back and forth with this gym for over two months over charge disputes that have not been resolved. False expectations were set when agreeing to a ***** PT (personal traing) class. The trainer left the company the day before I was going to attend my trial class. Only one attempt to reschedule me was made, I also never cared to reschedule because I was on the assumption that I was only losing $20 for the ***** class. However, over the last two months I have been charged close to $600. I have called, gone in person and keep getting assured that someone will reach out. Two days, two weeks pass and no attempts in contacting me. I finally spoke to a manager over a month ago in mid September who assured me that the PT charges were canceled and that I would see the money back in my account in a few days. One month and 3 charges later, Im still not seeing anything happen. There is an embarrassing lack of communication, lack of transparency and continuous setting of false expectations. I am sick of calling and walking to multiple people with nothing getting done. Whats more infuriating is the customer service options this company offers.

  

  Business Response

  Date: 11/08/2022

  ********, I see that **** our Regional VP of Fitness refunded two payments and canceled the account. Thank you. 

  Customer Answer

  Date: 11/09/2022

  
  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 consider this complaint resolved considering the disclosed amount has been refunded.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:10/25/2022

  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.

  Membership with EoS started on April 3,2022 with personal training, the agreement was for 6 months, which would be October 3, 2022 I started asking about cancelling prior to that because the agreement states they require a 30 day notice, I first talked to the front desk person at location ******************************. She told me I had to call when a personal trainer was available because she had no access to that, I called the next day to request cancellation and the manager I spoke to said I cant do anything you need to go the location where you signed up at **** N ***************************, I wasnt able to talk to ******* the personal trainer manager because he was busy, I went the following day again and spoke to him and he told me its cause we never want nobody to cancel so basically he was saying they werent helping me because they dont want anyone to cancel, the request wasnt submitted for cancellation until October 11,2022 my wife would call almost everyday to the club to ask for a refund for the amount of $88 that was taken from our account on October 12, 2022 on October 20,2022 my wife called again to ask when the refund was going to be made the manager told her the request was approved and should be getting it in the next 3 business yet again on October 25,2022 they charged our bank account another $88 making our bank account negative, she than called again to notify them and spoke to a manager and the manager told her she would have to go in person and show proof that her account was negative. I drove my wife to show proof and my wife spoke to ******* who said I dont know why they said that to you I dont need to see that, I dont see a refund requested Im the one who request refunds and I have no submitted any request for a refund. I have a lot more to add to this but no more space so please contact me I just want a refund for this experience

  

  Business Response

  Date: 11/02/2022

  I see that you spoke iwht our Regional Vice President and he is canceling the account and refunding 2 payments of pt.  So happy there was a solution. 

• Initial Complaint

  Date:10/25/2022

  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.

  10/25/22. *********** eos upright fitness bike have been out of repair for over 2 year. They have 4 of them.. right now one has an out of order sign on it....the other is missing the front part of its seatm..and the other has a loose handle and console. Not major but lack of attention to the for over 2 years.Manager actually asked me to show her (heavy set blond woman) and I was stunned she actually asked me to point to out as if t she wasn't aware of it (more sad). And yhen she proceeds to tell me the parts are on order...even though she claims she is unaware of a persistent equipment maintenance issue that has been though he case for at least a year or more. I was also reprimanded by the snowflake at the front desk for daring to speak loudly enough to be heard above the music and we'll my one ear that was cut. No wonder why the equipment here is in such poor condition. If anyone speaks up they are reprimanded. I really moment they fix these bike or replace them . Now uses...new eos gyms open all the time...why does this one in particular lag in equipment upkeep and safety?

  

  Business Response

  Date: 10/31/2022

  ****, I just left you a message.  I was in the same room with our VP of Facilities and I let him read your BBB submission.  He is going to work with the team at the club to this remedied.  Thank you. 

• Initial Complaint

  Date:10/24/2022

  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 friend and I came in on Oct. 2 2022 for a drop-in. The Assistant General Manager told us that because of the new system, they could not charge us the $20 we were willing to pay apiece, instead walking us over to his desk to have us pay $1 each instead. It was a lengthy process and his computer screen was turned away from us. He said he was just putting in our contact info, and that I was just signing waivers. I never received a copy of any contract I signed. He went on to further guarantee that he would call me on Nov. 5th to check if I wanted to continue before billing me anything else. I agreed, and to expedite the process used my card to cover my friend's $1 fee as well. on 10/17 I received an alert from my bank that I was charged $73.06 twice. I called *** to tell them a mistake had been made, but they initially claimed that they had no knowledge of the charges. They then said my email was entered in wrong on their end, and now they are saying I am not in their system. I have evidence of the fraudulent charges below as well as the excuse for not sending me any paperwork (they still have not).I do not want to continue doing business with EOS in any way, shape or form from now on. I want to make it clear that I never agreed to any cancellation charges, and it would be in everyone's best interests if they cancelled any future payments immediately. I

  

  Business Response

  Date: 11/08/2022

  ****, we apologize for the confusion.  I understand that you worked with our District Manager and he submitted for a refund.  Thank you. 

• Initial Complaint

  Date:10/24/2022

  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 have been coming here for years and I am letting the world know why I'm leaving. An employee named "*****" proceeded to curse me out and raise his voice in a very hostile and threatening way, all over me asking billing questions. Not only did him and the elderly gentlemen standing near him seem racist but once his voice began to raise, I let him know that raising his voice and ******* was unnecessary. I guess that set him off more because it was apparent this guy was looking for a fight. No understanding was met! He told me that he doesn't care about his job because he is retired and kept yelling "what are you going to do" attempting to get a reaction from me. I have never been more humiliated and embarrassed and I will see to it that this person is held accountable for this unacceptable behavior. He also laughed at the fact there were no cameras in the front of the gym to capture his foul behavior. What a shame. As long as racists like this are employee's at EOS w lake ****, I would never recommend this place to anybody.

  

  Business Response

  Date: 11/08/2022

  *******, I understand that you worked with our Regional Vice President and there was a change in your membership and in turn closing this BBB complaint. 

  Customer Answer

  Date: 11/08/2022

  To whom it may concern,

  i have never been mistreated by a company and discriminated against, then told I am banned from ever coming back. I have received help and resolved nothing. I have been simply told I am no longer welcome. Which is strange. Due to the stress this caused I have stepped back from responding with your company directly. It was clear nobody has my best interest at EOS fitness, not even then upper management, which is beyond sad. 
  

   

  

  Business Response

  Date: 11/09/2022

  *******, thank you for your response. I understand that the outcome is not to your liking but the Regional Vice President had the final decision in this matter.  

• Initial Complaint

  Date:10/23/2022

  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.

  So my issues started about October 20 I noticed that the towels were starting to become fewer yesterday I had to use small towels to dry myself off from the shower because there was no big towels at all. I figure Ill wait before complaining about where the towels have gone and why Im spending 10 bucks a month for. Its a simple complain that when I had went to bring it their attention black girl with dreads and some beads on October 23 8:20 in the morning did not get her name so that is why Im providing this information she made it seems with her attitude that my complaint was absurd and not warranted she was very short for a member paying to be here I like this gym for the most part but now that I have my car I do have other options and the towel service is what brought my center attention to this gym since I do work a lot and dont always have access to a fresh towel. Please look into this and making sure theres always always towels unless its life or death

  

  Business Response

  Date: 11/08/2022

  *****, thank you for taking the time to file a complaint with the BBB.  This is your 12th complaint filed regarding the downtown **** and now with you just joining **** School, you have already submitted two complaints about staff and towels.  We have addressed all your concerns with the staff and with facilities to help ensure that we do not run low on towels.  We know you have a choice of gyms and if we can't hit the **** then please talk with us, which we have requested in the past, but you refuse to do so.  This complaints will be closed.  Thank you. 

  Customer Answer

  Date: 11/08/2022

  Ive given plenty of chances and it should not have taken this long to address my issue. You dont want this looking bad then I suggest you take the matter seriously and find out why most of eos seems to be going down hill. If you guys want I can do my own audit at every location worldwide to show what you guys clearly arent seeing or choosing to ignore the problems at every location. Two locations having a problem this far says a lot and I dont appreciate your mannerism and annoyance on a topic that should be taken without disregard. Bathrooms not being cleaned next step if you decide to respond with an attitude thats not appropriate I will make sure to get the departments of public health involved. Thank you and good day feel free to have a CEO or persons in that department to make this right. Be annoyed all you want but when a facility thats bringing in business with this capitalist market yes there is tons of gyms to go to but that has not been said for what seems years to bring up a remark from long ago not relevant to my actual complaint in unprofessional. I choose eos simply because of the towel membership and the 24/7 access. I suggest someone with a position to make change happen come to this location and see the many members upset over not seeing the bathrooms cleaned in over two weeks. Towels each week running low do I need to suggest more things to you that will make you change your mind on how little you see this situation. 

  

  Business Response

  Date: 11/16/2022

  *****, we apologize that a team member was not as focused as expected. Also, we apologize that the towels were lacking upon your arrival. The ******************* team is addressing this matter.  We wish to ensure our staff is member centric and member engaged at all times, and we will do better.  Additionally, they are ordering more towels so we don't run low.  I do see this is your 12 complaint as you use this for your platform to post your frustration.  It looks like we may not the best fit for you but we are still going to fight hard to be better.