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:10/03/2022
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 been with EOS for 10 months, my billing date is the 28th of each month and I notified them 3 days prior to my bill date that I wish to cancel my membership with means will be charged just for Oct 28th that will be my last payment and won't be charged for Nov. I was advised that only a manager can cancel it but would note the account when he's is in next day to process the request and I would get an email confirmation. I kept calling for an entire week to confirm the cancellation and every time was given a run around and placed on indefinite hold without talking to anyone. I went in again in person many times and every time was told manager not in. Went in again on 10/01/2022 just to be told the same thing manager not in, then called and went back in on 10/02 I was assured manager will be in on 10/03 and will take care of it. I called that day for the 10th time and was advised my acct was notated and I that would get an email confirmation which it wasn't going to be sent if I hadn't insisted. The operation manager *** then stated that I will still be charged for another month after Oct even after I informed her that I notified them with the cancellation with 31 day notice and they ignored my request and didn't notate my acct . but she still continued harassing me on the phone and threatening that my account would be sent to collections if I stopped the auto debit draft and refused to listen while I was trying to make her understand and give her the dates I called and also went in in person and requested cancelation and they're the ones who did not process my request properly and in timely manner and kept lying to me that it was done when it wasn't. And because they have my banking info and will fraudulently keep drafting funds, I will close my bank account and if it's sent to collections I will take legal action. If this is not resolved to my satisfaction, I will take legal action and take to social media and the news. They're fraudulently overcharging customers
Business Response
Date: 10/06/2022
Faith, we apologize for any confusion. I see notes in the system from the staff you spoke with in September to cancel. That was on 9/29. What I have done as a customer service gesture is by passed the 30 day clause (which would make Oct 28th your last payment) and canceled the account on Oct 27 meaning there is no October payment. Thank you for having been a member with us.Initial Complaint
Date:10/03/2022
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 September 20th I was notified my payment for monthly dues had declined. I personally went to update my debt card information at the ********************** Location. I was told I had a past due balance of 56 dollars. I accepted the charge and moved my on under the assumption my going on charge will be *****. On September 29 this company charged ***** to my debit card with out authorization or explanation. I contacted them immediately and was told by an incompetent employee your account is just weird, only ****** can help you. I was told ****** would be in the next Morning. Its been 10 days and ****** is no where to be found. I emailed him directly and also emailed the corporate *** email. I have not gotten a response from neither. Id like to exercise my consumer rights and get a refund for both amounts. Also I dont authorize EOS to draft any future payments as they have acted unethical and charged me as they please and not as agreed.Business Response
Date: 10/17/2022
Heber, I see that our Regional VP was able to connect and submit for a refund. Thank you.Customer Answer
Date: 10/17/2022
I was refunded $25 dollars when the charges where ***** and ***** that means you all still owe me ***** when will I get that refunded.Business Response
Date: 10/28/2022
*****, I understand that our Regional Vice President submitted for a refund and you will reset your information. So happy there was a resolve.Customer Answer
Date: 11/03/2022
I was over charged ***** and ***** and got a $25 refund where is the rest of my moneyInitial Complaint
Date:10/03/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I walked into eos to do the 7 day trial that was advertised only. I walk talked into a month for 1$. I was told my husband and I needed separate accounts instead of a family account. The whole process took over an hour so I didnt have time to workout that day. The next day I went in, this was the dirtiest gym I have ever been in. Overflowing trash, no employees cleaning, over 12 broken machines that I could count, ****** crowded. So I ended up leaving. I went back a few days later, EXACT same thing. We were told they do not have cleaners on weekend at all. So a Sunday morning right when they opened the trash was overflowing, all over the floor. I was so disgusted I went right to the desk to tell them I wanted to cancel my membership. I was told the manager would call me, he was in a meeting. I waited and waited, and no call. My husband ended up calling, was told the manager was in a meeting and would call back. Once again there was no call. A week later he calls again, this time he got a call back. The man he spoke with said he had just started working there, and was working to improve our complaints, and even fixed a couple machines. He asked if we wanted to give it another chance- no I do not want to workout in a dirty gym. So a week after this, we got a call saying we owe 160$ for the annual fees, that is two annual fees for the two accounts they told me to do. Charging somebody for a gym that you can not even workout in is a scam. We called again and told them that we wanted that fee waved since I was misled, I was even told this location has reformer Pilates- also a lie. Once again, manager in a meeting. This time, two weeks to return a call. I called and spoke to the manager once again, he told me he was under paid and could not help. We were told his boss would be calling, we are on day 5 and no call. Just called again and once again the manager is in a meeting. Charging somebody and not providing a safe clean environment is criminal.Business Response
Date: 10/21/2022
****, I understand that you worked with our Regional VP and he canceled your account immediately. So pleased there was a resolve.Initial Complaint
Date:10/03/2022
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.
The gym is EOS Fitness, **************************************************************************** ************** At the end of February, 2022 I signed up with EOS to receive personal training. This was for 6 months, ending August 31, 2022. I became ill May 13, 2022. I was not able to attend the gym, the training, nor do anything. On September 4, after they removed $43.00 from my account, I contacted them, told them to stop, I cancelled. The response was that would be done. I have since been charged $43.00 every two weeks. I have contacted them four times, each time I get a different response, including the $43.00 is for use of the gym. I explain that I am retired and the use of the gym is Silver Sneakers, to which they respond that the charge will stop. This has not happened. I met with the trainer one time only, the rest of the times she was sick, she had car trouble, her mother was sick. Once was it. I was never contacted to reschedule.I am on a fixed income from Social Security. Every time the charge of $43.00 is removed, I must cut back on something else I need.I want the charging of my account to stop, and the charges of September and October refunded. If possible, refund from May 13, 2022 since I was not able to do anything, let alone go to the gym.Business Response
Date: 10/12/2022
*****, I see that you worked with **** our Regional VP of Fitness and he was able to resolve the matter for you. I also understand you agreed upon a refund as well. Thank you.Customer Answer
Date: 10/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and should the response be what was discussed yesterday, it will be resolved. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*******************
Initial Complaint
Date:10/03/2022
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.
Signed up for the gym for the first time in May and was feeling a little out of place so i was encouraged to sign up for a trainer. Had gotten a discount and was with a good trainer. Trainer left and I was told in the beginning that I can put my training on pause (contract wasn't explained very well) because a lot of guys there do it, according to the person who signed me up. Now my trainer has left, I am getting switched around with trainers.Fitness managers are not very helpful and only pause for a month and i have to ask again and the last time they said they would pause it but never did and now I have been getting charged $88 twice for the last 4 weeks and I have NOT been getting training. No one has called to schedule anything with me. I would either like to just get out of my personal training contract or get a refund and just go somewhere else.Business Response
Date: 10/11/2022
*******, I see that you are all set with the Fitness Manager at the club and have scheduled your sessions moving forward.Initial Complaint
Date:10/03/2022
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 have physically spoken to a eos employee multiple times to get in contact about my cancellation of all services. I am told to speak with fitness manager but he never contacts me back. I physically went down to eos and cancelled the beginning of August and am still being charged until today 10/3/22. I have tried multiple actions and they continue to charge me for an account I can't even use anymore due to health concerns. I just need someone to help me get this resolved or some information.Business Response
Date: 10/06/2022
Hello. I see that the team ws able to move forward for you with the cancellation of your PT service and a refund which will take 8 to 12 business days. Thank you and I am pleased the team was able to move forward for you.Customer Answer
Date: 10/06/2022
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:10/03/2022
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 honestly cant believe Im back with another unresolved issue. I've had personal training since April. Recently Ive had some health issues arise, hindering my ability to continue training for the time being. Over a month ago I asked to pause my training, and front desk told me TWICE that the fitness manager would reach out, which never happened. I then spoke to my trainer a couple weeks ago about pausing, and she told me they put a 2 month pause on training. I have been charged twice since I first requested to pause, amounting to over $300. Im getting sick of this company continually charging me after pausing/cancelling. Im to the point where I dont even want to finish out the last 2 months of training after my issues have been addressed.Business Response
Date: 10/07/2022
Hello. I undersatnd that you worked with the team and there is a refund your 4 invoices on your upgrade ($480.00 total) and comped 2 months on membership. So pleased there was a resolve.Customer Answer
Date: 10/07/2022
That refund was for an issue separate of this complaint.Business Response
Date: 10/11/2022
I just received notice from our Regional Vice President of Fitness and he stated he worked with you and got you on freeze with the PT and refunded two payment. Glad he was able to help resolve.Customer Answer
Date: 10/13/2022
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:09/30/2022
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 was lied to about the contract and have emailed more than 4 times to both membserservices and the club directly to have my contract cancelled. I also called 3 days after signing up to cancel and the lady over the phone said it was cancelled, only to find out I was still being charged. I was never explained fully on the terms and pricing for personal fitness. I have not gotten anywhere with the club. I would have obligated to this service if I would have known the terms clearly since I am required to leave frequently.Business Response
Date: 10/03/2022
********************* see that the ******************* took care of you and had an opportunity to work with you. They canceled your PT account and you are using your sessions. So glad there was a resolve.Initial Complaint
Date:09/30/2022
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 the personal training contract and general membership on 05/17/2022, recently I have moved back to college in ********* where there is no EOS location within a *********************************************************************************************************************** the contract it states that there will be 30 days after a cancellation request that you may still be charged. However, I went in person to the ************************************************************************* on 08/29/2022 and was told to wait because nobody could help assist me with cancellation other than the fitness manager and he was busy with a client. I was fine with that and had all the required documents for cancellation of payments and contract. I was told I could leave the documents and my name and phone number and I would be receiving a call after waiting for some time and him deciding he didn't want to talk to me i'm presuming. After calling every day and always being told that he is "with a customer, but that my request is put in and the last date I will be billed is 09/20/2022" I sent the fitness manager an email 09/10/2022, I never received any response and this is the email listed on their website. I just want to cancel my membership and personal training. I do not want to receive any more charges as I am a college student and this is not a light charge on this kind of budget, especially when I am rendered unable to use the services in the contract. I understand that I am not the only customer, but the communication level seriously needs to be improved upon as waiting well over two weeks for an email response and over a month for a call back is asinine. I have even called multiple times this past week as I had a suspicion that they had not canceled my membership like they had stated they did over the phone and the location is sending me to voicemail on numerous phone numbers I have called from. I am not one to typically leave complaints but this circumstance is extremely frustrating.Business Response
Date: 10/07/2022
Autumn, I see that you worked with the team and they canceled you out, refunding $76 and you are using the unused sessions. So happy there was a resolve.
Initial Complaint
Date:09/29/2022
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 joined EoS Fitness in January 2022 with a monthly membership fee of $24.99 and a Personal Training fee of $88 every two weeks. In July 2022 I moved 100 miles away from the store and attempted to cancel my membership and PT. 7/6/2022 - Went in-facility to attempt to cancel. The front desk clerk had me scan my badge. They noted I had PT and that the PT manager would need to work with me to complete the cancellation. He was not available at that moment so they would note my account and have the PT manager call. The call never came.I will admit, between moving, a 2-week business trip, and catching COVID, I did not follow up with EoS again until August 19th.Beginning August 19th I have been trying to contact the **************** EoS via phone and email and it has been impossible to get anyone to help. Emails go unanswered, and when I call, like many others, I am constantly told that the PT manager is not available and that they would call me. I was told that my membership and PT were cancelled on 9/6/2022 however I have accumulated three additional charges since that date.On 9/9/2022 I asked for a refund of $288.99. I was told the refund was submitted and to expect it in 5-8 business days.On 9/27/2022 I noticed I had received no refund and had been charged two additional fees. I emailed DSantos and asked for an update. He stated, "I got denied for the refund they want proof that you tried to cancel with previse Manger because there no notes on the computer: so emails that might have sent him or text message would help try to get you get refund. You where charged that because all cancelations are on a 30day notice including membership".It is not my responsibility to ensure EoS's employees are leaving notes internally. There is a clear trail of my attempted requests that have gone completely ignored. I am now requesting a refund of $401.98.8/10/22: $88 8/24/22: $24.99 8/24/22 $88 9/7/22: $88 9/21/22: $88 9/26/22: $24.99Business Response
Date: 10/07/2022
Hello. I worked with our Regional Vice President and he informed me that PT is already canceled. On 10/23/22 it is completed. Membership and PT invoices are both final. Member spoke with ************************* on 8/29/22 and he placed a proper cancellation.Customer Answer
Date: 10/07/2022
The business's response does not address my request for a refund. As outlined, I had been attempting to contact EoS employees dating from July 6th, 2022. I am requesting refunds for charges beginning in August, as I am aware I had a 6 month PT Contract that ended in July.
Business Response
Date: 10/28/2022
******, I see the team is refunding two invoices and canceling the account. So happy there was a resolve.
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