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 has 138 locations, listed below.

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  EOS Fitness

  14843 N Northsight Blvd Scottsdale, AZ 85260-2629

  
• 

  EOS Fitness

  3005 N Dysart Rd Avondale, AZ 85392-1203

  
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  EOS Fitness

  2156 E Baseline Rd Mesa, AZ 85204-6963

  
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  EOS Fitness

  780 Garden View Ct Encinitas, CA 92024

  
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  EOS Fitness

  77900 Country Club Dr Palm Desert, CA 92211

  

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:10/17/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I signed up for personal training, I was told I had to purchase 10 sessions and could cancel after I paid for 10 sessions Each time I tried to cancel, 3 times via phone and 2 times in writing, I either heard different excuses as to why they couldn't cancel my account or no reply via email. I've never even received a copy of this so called contract. First I was told I had to wait 2 weeks from my 10th payment to cancel, then told 2 weeks after that my personal training was cancelled and then today that I had to wait a month to cancel. Again, never a reply to my emails. I've belonged to many gyms throughout my life and have never had an issue such as this. They rank low in their business ethics and their contractual obligations are questionable. I've notified my bank and am disputing 2 of the $43 charges and am cancelling my membership in person tomorrow. I've already cancelled my gym membership via email. I would never recommend this gym to anyone.

  

  Business Response

  Date: 10/28/2022

  *****, I see that our Regional VP of Fitness is refunding 2 payments of 43 and has you back on track to start your sessions again.  That is great. 

• Initial Complaint

  Date:10/17/2022

  Type:Sales and Advertising 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.

  Scammers and total disorganization. I got talked into personal training, but I was never able to use it. I would set up appointments and then they would be canceled or told I didnt set it up. Then they overcharged me and kept charging me even after I had canceled outside the contract. I went in and tried to talk to a manager but they would always tell me they were on vacation, gone, or at lunch. I would ask about it being canceled but they would tell me the manager could only do it, and then I would be told it was done but I had to be charged one more session and then they continued to tell me this every single time for about 3 months. When I demanded a refund back for the months I was supposed to be canceled and had even taken pictures of employees name tags and sticky notes because they wouldnt give me a paper stating so, I was still told too bad. I did a stop payment through my bank and then I got letters threatening to destroy my creditThen they said that if I canceled my membership I would lose the $2k in personal training I had paid for. Then I put a freeze on my account and was continued being charged. I would go in and be told that The person that did it didnt do it right. I even had someone look in there, see that a freeze had been put on but I was still being charged. Then they still told me too bad. This place is by far the worst customer service scam of a gym Ive ever seen and Im now trapped in a membership. Not to mention I paid for childcare and was never ever allowed to use it. You have to schedule it 2 days in advance but not more than 36 hours. So when I would try to schedule my personal training and childcare I literally couldnt. Then I would go in when it opened and the slots would be completely full for when I had personal training. This was the biggest nightmare I ever encountered in my entire life besides Centurylink. They literally had me so frustrated I was in tears and my mom had to call for me, because I felt so hopeless.

  

  Business Response

  Date: 11/08/2022

  *****, our Regional Vice ********** **** and even our Vice President of Fitness have both reached out to you via phone and email but you have not returned any of the messages nor attempted to reach out to the so they can resolve this matter for you.  Since we are unable to hear from you to resolve then we will consider this BBB complaint closed.  Thank you. 

• Initial Complaint

  Date:10/17/2022

  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 went in person and spoke with the manager. I explained I needed to cancel my membership. He pulled up my account and told me he canceled it and I would no longer be charged. I thanked him and left. I was charged $24.95 on th my debit card for the following two months. I went in again to complain and they apologized and told me it was canceled. They refused to refund me for the two payments. And now I am being harassed by a collection agency on thier behalf.

  

  Business Response

  Date: 10/18/2022

  *****, We apologize for any confusion.  I have canceled the account and waived the service fee of $25.  I did email the gym management staff to submit a ticket to waive your last months dues that are past due.  You were last debited in August which would ahve been part of your thirty day cancellation. So you are all set.  Thank you.  

  Customer Answer

  Date: 10/18/2022

  
  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:10/14/2022

  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.

  Hello,I enrolled at the EOS fitness center in August (especially to help recover after my knee surgery that I went through a few months ago). The manager told me about their physical training session. I signed their paper work to pay $228 bi weekly. They have been over charging me with $288 bi weekly ($60 more each time). Every time I called them the managers made excuses. I had filed a customer review at ******************** a few days ago. They said they would help me. A manager named **** called me on October 10, 2022 around 6pm and said he would help to refund the extra charges and cancel my membership and future sessions also (because I asked him to cancel everything). I just wanted to end everything with this fitness center. I see that they have again charged me with $288 yesterday (October 12, 2022). They are ruthlessly robbing my money. It is a very very hard earned money. Every single ***** matters to me. Leaving customer review on ******************** did not help. So I am now filing a complaint. Whatever they said on the call was fake. The physical fitness seems to be a scam. Bottom line is EOS doesn't care. Please help!! I will look forward to BBB helping me out with the following requests urgently - (1) I need refund for all the extra money that they have taken from me ($240 so called upgrade fees+ the fee that was taken on Oct 12). (2) Cancel the physical training sessions for the term (3) Cancel their membership permanently. I will attach screenshots of my bank statement and the agreement that I had signed at EOS. If you need any further documents, please call me. Thank you very much, in advance. Best Regards, Aparna

  

  Business Response

  Date: 10/17/2022

  ******, I undersatnd that you were able to work with our Regional VP of Fitness and you were able to resolve the matter through understanding the communication breakdown regarding downgrading.  Thank you. 

  Customer Answer

  Date: 10/20/2022

  
  Better Business Bureau:

  Thank you very much for your timely help.

  
  I have reviewed the response made by the business in reference to complaint ID ********. 
  

  I have received the refund. I am informed that I will not be charged any further. If the same problem comes up, I will reach out to BBB again for help. 

   

  Regards,
  
  *******************************
  
   

  
  

• Initial Complaint

  Date:10/13/2022

  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 signed up for EOS fitness the basic $10 a month on September 12,2022. I got charged $43.00 for personal training when I did not ask for personal training and they didnt tell me I was paying for it. I stated to the employee before I gave my card information and I asked all Im paying for is the annual fee and $10.00 a month right?and he said yes thats it. He never told me anything about having to pay $43.00 every month. When I tried talking to the manager they said theyll talk to corporate and theyll get back to me but they never did get back to me. I have been charged twice now for personal training and I havent gone to a single personal training session. First off, If I knew I had to pay for personal training, I would not pay that much money for one. I want a refund of $86.00 which is the total that has been taken out of my checking account and I want to cancel my contract for the personal training.

  

  Business Response

  Date: 10/21/2022

  ******, I see that you are being cancelled immediately and refunded $86.00. Refunds do take 8 to 12 days.  Thank you. 

• Initial Complaint

  Date:10/13/2022

  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.

  Hello. I signed up for EOS in 2021. On Sept 26 I was hospitalized with stroke symptoms and it was determined I have an aneurysm impairing ************ and physical ability. Health including daily painful headaches forced me to demobilize and remain home in a darkened room where the sound from a television heightened the pain. Through this time and still today, I still have a minimum of two doctor ************ weekly. I contacted EOS in *************** at least 8 times from the time I joined in August 2021 with the following requests multiple times:1. Please schedule me for one personal training experience a month as I could not afford two 2. Shared I was ill and unable to utilize the fitness center and or be released by doctor to participate in activities especially with the headaches and aneurysm. At time I couldn't react cognitively as I experienced memory lost, inability to talk and carry through a succinct sentence which caused me to handle minimal business.3. I requested termination of my contract as I could not use it due to my medical condition.I called the *************** facility, and was always told one of the following: A) A supervisor was unavailable and I provided my phone number and awaited a call back which never came B) The phone somehow dropped the call (hang up on me)C) someone else will handle this matter - no one did At one point I spoke with *** who expressed she was the Manager or Asst ******** First time she told me she'd email the Personal Training Lead and ensure he responded before the end of the day. That still has not happened. Another time I spoke with her she said she could see the financial transactions that showed the payments and assured through records I had not visited the center. She stated she'd check to refund some charges.Then said she'd contact me after speaking with someone else. Last week I received $100 but was told by *** he'd been told it would be $199.Please help me stop service, and refund more. Thanks

  

  Business Response

  Date: 11/21/2022

  Hello. Your T is canceled and there was a past due, that is being waived and a refund of $100 

• Initial Complaint

  Date:10/13/2022

  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.

  On july of 2022 I called my original gym to cancel my membership and pay any remaining balance,ince i was working out of town and would be using it anymore.I was told no amount was due and the account was canceled and closed. Oct 10,2022 I received an email from the collection company saying I owed the balance from when I canceled,(wich is about three months)plus other fees. I called my original gym once again asking for an explanation and all they said was the person didn't cancel it correctly.I was told if I "renewed" the contract they would take me off collections.I asked for managers or supervisors to resolve the issue and got nowhere because they where never available.finaly I was forced to pay the amount they asked just so they can take me off collections. It was a big waste of my time arguing this issue with EOS fitness and collection company.I honestly feel it's a way of stealing money.i also have receipts and phone calls to prove everything, I just couldn't talk to anybody that was professional or cared about the mater.No accountability at all.

  

  Business Response

  Date: 10/21/2022

  ****, thank you for submitting your BBB. I understand that you contacted the club and wished to cancel but there was a past due balance and the club had no way of closing it out.  two months did go by and then you paid the past due balance of $153.  *****, our District Manager is going to refund $51 back to your card.  That will refund two of the months that past since your first request to cancel.  That will take 8 to 12 business days to reflect on your account. 

• Initial Complaint

  Date:10/12/2022

  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 went to the EOS Fitness Gym (**** *******************, ********, **) for the first time on Wed 07/27/2022 about 10:00am. I spoke to ***********************, the manager of training. I wanted to join the Gym with the benefit of my health insurance, which will pay for visits.She told me about signing up for a personal trainer. She said that if I spent $20, I could have a trial personal trainer visit in the next couple of weeks. I said that I didn't mind spending $20, but that I wasn't intending to sign up for the expense of a personal trainer.Anyway she had me fill out a bunch of paperwork covering the insurance benefit, liability, etc. etc. I was supposed to make an appointment with a personal trainer for the free visit within a couple weeks. The electronic signature device they use is a small screen and did not show me the details of the contract I was signing. Also, I didn't know that the contract allowed only three days to cancel before taking effect. I believe that this whole process is a trap.I did not make any appointments for a trainer at EOS Fitness, nor did I go there again. I did not realize that they started charging me $156.00 every two weeks, starting Wed 08/10/2022, figuring that if I never used their services, I wouldn't be charged.My wife noticed the *** charges on Mon 10/03/2022. After phone tag I finally talked to ******* on 10/06/2022. I told her I wanted the charges to end and she explained that the contract couldn't be broken. She sent me an email with a copy of the contract, which I had never seen.On 10/07/2022 I went to *** with a friend to see the paperwork I signed. Another Training Manager, *****, told us the paperwork was all electronic. He showed us the signature device where it was obvious that I couldn't see the contract total cost or biweekly amount (or any details). I had no idea that I had signed a 6 mos contract for a Personal Trainer costing $156.00 every two weeks. I want the contract cancelled and refunds made.

  

  Business Response

  Date: 10/21/2022

  *******, our Regional VP of Fitness has informed me that you charged back all the sessions that you did not use.  Hence, no refund due and he did cancel the agreement for you.  Thank you. 

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for EOS fitness on 9/7/22. On 9/9, I texted a request to pause my account due to health issues. ***************************, the trainer, said he would put that request to the fitness manager on Monday. (I was not told a doctors letter was required to cancel my account when I signed up, nor was I told that until 10/5 when requested to cancel my account. I was also not given any documentation stating such.) On 9/12 a voicemail from **** said he needed certain documents to cancel my account. On Friday, 9/16 at 7 pm, I received a dog bite to my ankle and sent pictures to **** on the following Monday morning. I requested to reschedule. I was scheduled for Friday, 9/30. That morning the car was broken and I had no transportation. I texted **** this. The appointment was rescheduled for Thursday, 10/6. On the day before-Wednesday, 10/5 -I texted my request to cancel my account due to continuing and worsening health problems. EOS fitness has continuing to take money from my credit card and Ive never been in to use the facility due to health issues. Charges to my credit card: 9/7, 3 charges were made on my credit card. Since that is when I signed up, I dont dispute them. However, on 9/21: $43 was charged. On 10/5 another $43. On 10/7: *****. I am waiting on the doctors notes to arrive, however, I am continuing to get billed for services never received. I would like a refund of $163.25 from the total $228.24 charged to my credit card. I would like NO FURTHER CHARGES on my account while I await the mail for my doctors notes to cancel.

  

  Business Response

  Date: 10/17/2022

  ******, I see that the PT contract was canceled and a refund is being submitted.  They do take 8 to 12 business days to appear on your account. Thank you. 

  Customer Answer

  Date: 10/18/2022

  
  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:10/11/2022

  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.

  Was called by a debt collector saying I owe $1200 for my PT training at EOS but I canceled after my training coach left the gym. When he left I canceled the training sessions I thought all was well since I still workout at the gym and get billed regularly but why wasnt it made know to me I had a outstanding debt for the training sessions I canceled out of.

  

  Business Response

  Date: 10/21/2022

  Hello.  Our Regional VP of Fitness has waived the whole balance on your PT account.  He has left you a voicemail and an email to confirm but has not heard back from you.  We will consider this BBB submission closed. 

  Customer Answer

  Date: 10/21/2022

  
  Made contact with EOS everything was resolved quickly and passed my expectations. EOS went above and beyond and gladly helped. This is why I will continue to have EOS as my gym.