Complaints
This profile includes complaints for EOS Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,068 total complaints in the last 3 years.
- 832 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:09/26/2022
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.
This organization keeps charging me more than what is agreed-upon. Every time I call them their excuses is that They are late fees. In fact, I have statements showing that I have sufficient funds in my account that they arent pulling out. They are overcharging me and giving me these fees and its 100% an error on their part because the money is in the account for them to withdraw and they are just waiting and charging me more and giving me late fees. Essentially feels like theyre stealing money from my account.
Business Response
Date: 10/06/2022
Brain, I see that the team was able to address your need and they were able to resolve this matter with you. Thank you.Initial Complaint
Date:09/24/2022
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 went to my original gym and canceled my account in person in August of 2022. I was told my account was canceled and that my the last payment would be in August. It is now September 24, 2022 and I have been charged again. I want my membership canceled and I want this business to stop making it this hard to cancel one's membership. There is no transparency or accountability here. Other gyms do not take this much effort to cancel.Business Response
Date: 09/27/2022
****, I so apologize regarding your cancellation. You submitted a contact us form in May inquiring about a cancellation and then stopped in the club in August. Staff noted your account upon your visit in August but did ot finish the process for you. I have canceled your account and ask the General Manager to submit for a refund for last month for you.Initial Complaint
Date:09/24/2022
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.
When I signed up in August of 2021, I was scared to sign a contract for a whole year. The employee who was signing me up reassured me it was only for a year and if I end up loving it, I can keep it going after my year is up. On my app, it says auto renew is off(and has been for the whole first year). I would think that meant that it wouldnt renew after my first year was **. I havent been in the gym since Jan/Feb of 2022 and continued to pay because of the contract. Its September and my year was ** in August, but I was just charged some insane fees. The contact information in the emails that they have sent me isnt even a valid phone number or email address. Im a single mom on a tight budget and those unexpected charges just put me into the negative. I feel taken advantage of.Business Response
Date: 10/03/2022
Hello. I see that you worked with our Regional VP and he states a check is being sent to your house for $408.00. So happy he was able to assist.Initial Complaint
Date:09/23/2022
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 at this location around March and only planned on being here a few months. I wanted to get in shape for a Muay Thai class. During the sign up, they asked if I wanted a personal trainer and gave me the impression that it'd be a month-to-month payment plan but tricked me into signing up for a 6 month contract. Once I was done with the gym, I asked to cancel my membership, but they told me I couldn't because I signed a contract that locked in for a certain amount of months. I told them to freeze my account until I figured everything out. Around the end of July, I had to quit my job because I needed one that was better for my schedule at home. I contacted them again to tell them I needed to cancel my membership and the classes to save money because I still needed to pay for my house, car, phone, etc. Having a gym membership and personal trainer weren't on my list of priorities of things I needed at that moment. They told me that wasn't their problem and continued to charge me. So, I asked to put another freeze on my account because I was trying to save money. Then I noticed that they were still taking money out and no one had put in my request for a freeze. From August through September, they continued to tell me they would freeze my account, but still charge me for the classes I was no longer interested in. After finally terminating my account, one of the managers who, again, told me they'd freeze my account but charged me yesterday, Sept. 22nd. Anytime I would mention these incidents to the managers of this location, they would shrug it off and tell me they were keeping my money. Then, this morning, I got an email from my bank saying I had insufficient funds because of yesterday's nonconsensual charge. I would like a refund on the money that was taken without my consent in August and September which were 4 payments of 88 dollars. It's hard enough to find another job. I don't want to have to continue to worry about money being stolen from me every month.Business Response
Date: 10/03/2022
Hello. I see that the Regional Vice President sent a check for $352 and canceled the account. Thank you.Initial Complaint
Date:09/23/2022
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 requested a cancellation through *** Fitness Solutions on June 8, 2021. They informed me that I had to cancel at the club. I canceled at the club on July 1, 2021 and was still charged through October 6, 2021. The notes I have from the DataTrak printout from the club show:07/01/2021 11:29 AM: Sent in FMX to cancel members account. Gave 30 day notice. -***** 07/01/2021 11:30 AM: Confirmation number: ******* 07/01/2021 11:31 AM: ****** is sending in form to cancel PT. -*****/************** was still being charged, so I reached out to *** Fitness Solutions via email on October 6, 2021 to cease all charges immediately. Charges stopped but on June 4, 2022, I received two charges (almost a year later) for $408 and $68. I sent *** Fitness Solutions an email on June 6, 2022, informing them that my membership was canceled 11 months prior. They responded with:Agreement #: Unknown Hello,We apologize but we were unable to locate any active account with the information provided. Please confirm the information and resubmit the request or contact us at ************** ************.Thank you, ************* Offline Processor *** ********************** Solutions, LLC.************** ************ Email: ****************************************** *** Fitness Solutions ****************************************** I disputed the charge with my credit card company and the charge was removed, however, $408 was recharged on August 12, 2022. Refund my card all charges AND STOP CHARGING ME. REMOVE ME FROM YOUR SYSTEM.Business Response
Date: 10/07/2022
************* see that our District Manager is refunding $408. Refunds do take 8 to 12 business days to appear on your account. Thank you.Initial Complaint
Date:09/23/2022
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 called and canceled my membership prior to the ************* location opening (signed up online due to early bird specials). On 9/16 I was charge an annual fee and monthly payment of $80. How is this possible since I canceled? Well I am being told after I called to request to cancel, it was not put into the computer. Therefore I was still an active member in the computer. No notes or anything! I asked the manager to cancel my account immediately and refund my charge due to the fact I did call to cancel and I have never step foot in this gym. I attempted to reach management several times even the district manager- *************************. No response of course!! I am seeking a refund on the money was that unrightfully taken from me.Business Response
Date: 10/03/2022
********, the District Manager informed me that the account is canceled with one payment reversal on the account for you. Thank you.Initial Complaint
Date:09/21/2022
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.
On august 16th I received a charge to my bank from EOS. I reached out and they said that I was charged for the personal training program. I had discussed with ****** at this gym that he would give me two sessions for around $19 and I signed. I was under the impression and even asked if we could then check back to see if I wanted to continue. I was never told that I would be locked into a 6 month commitment for the program. I was told that I could try out to see if it is for Me. When I reached out to them about it they said that it was too late and that theres nothing they could do about it besides pause/ freeze the payments for the time being. I asked them to do that but I have still seen payments go through each month so they never paused the payments.Business Response
Date: 10/03/2022
Hello. I see that our REgional Vice President did an immediate cancel and refund of 3 invoices. Refunds do take 8 to 12 business days to reflect on your personal account.Customer Answer
Date: 10/03/2022
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:09/21/2022
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 told **** business days for a refund by a previous complain file on BBB on August 23 if Im Not mistaken. No refund has me made to me, its almost 2 weeks after the 12 business days time frame I was given at first. I call and left a voice message with no response and went to the gym with the NEW pt manager since they moved ****** to the downtown location. he supposedly sent an email to higher **********, told me I was gonna hear from them by Monday, Tuesday the latest but its Wednesday and no response from no one. They show me they have refunded me the money on Their system only 5 out of the 6 payments that need to me refund it but it have not been deposit into my bank account nor they have try to contact me for any Arrangements even after me calling or going in person. I want my refund NOW and a for them to cancel my gym subscription I dont feel safe nor at peace knowing this company has my credit card information and allow them to keep taking money. I should be compensated for all of this troubles this company is making go ******** ********** here is horrible. This is my 2nd complain for the same problem, I try to fix this with them, but ** left no other option then to file a 2nd complain for not complying with what I was told by them through the Better Business Bureau.Business Response
Date: 09/23/2022
*****, our Regional Vice President has confirm cancellation of the account and he has waived all pending payments. He has tried reaching out to finalize further details. Please do give him a call.Customer Answer
Date: 09/23/2022
I have call multiple times left voice messages with no luck. You can send a check to ****************************************************************** ***** payable to **********************************. Should this check not arrive before the end of the month. I will seeking legal help and for fraud and any other suggestion made my own lawyer. Base on the complaints on ths website and my own due diligence, I know Im not alone with this situation. Thank youBusiness Response
Date: 09/27/2022
*****, the refund check is on the way.Initial Complaint
Date:09/20/2022
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 signed up for a gym membership in June. On June 28th, I was offered a personal training membership. I was told by the general manager, that I had to pay $19.99 that day for a personal training trial, and if I wanted to cancel, I had to go again and tell him personally that I wanted to cancel, to get the $19.99 refunded to me and to avoid any charges on my bank account. To this day, I have been getting charged $68 every two weeks for that personal training. They never canceled it. After the first time I was charged the $68, I went to the gym and talked to the general manager, who told me he had requested the cancelation and the refund. He told me the fitness manager had to approve it. I have been getting charged so I have been going to the gym and have called the gym trying to talk to the fitness manager but he has refused to talk to me. Every time I go they say he is on lunch and if I decide to wait, they say I can't do so because he is going to a meeting right after. I have emailed and have not gotten a response yet. I am not sure what else I can do because I am losing a lot of money, and risking paying fees to the bank for not having enough funds. This is unprofessional and unfair. Even my health has been on risk because I cannot even sleep thinking about this situation.Business Response
Date: 09/28/2022
Hello. I see that the team did a cancelation of the PT account and a refund for you. Refunds do take 8 to 12 business days. Thank you.Customer Answer
Date: 09/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and we found a resolution 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:09/19/2022
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.
First began in august of 2021 I believe, everything went well at first and I was paired with ****, who used to be a manager, left and came back as a trainer. In the beginning of December I sent him a text (that I still have saved) that I would have to pause the training as I didn't have any transportation and it's quite a drive for **** thought to myself, ok I shouldn't get billed. I got 2 bills go through since I asked him to stop. I went in and spoke with *****, who was the training manager at the time. He did not seem interested at all, I asked him why I was charged when I asked to pause and he said "well it was about to end anyway so it doesn't really matter, but you're not getting a refund we don't do that", and I was thinking that's not really up to him, if I say stop charging me and end the agreement, I am the one who decided what to do with my money not you. I made sure to tell him I dont want to get charged anymore and thought that was the end of that. In February of 2022 I noticed more charges so I decided to call this time. I don't remember the name but someone helped me from a remote office in ******** I believe, and it seemed like I wasn't going to get charged from that conversation. Up to the middle of august I've been getting charged, and come to realize during my last visit that the only notes on my account were sticky notes laying around, not on my actual profile with them. The gym owes me well over $1300. I spoke with some representatves at the gym he's a newer fitness manager I think and I dont remember his first name but his email is ******************************** I told him this story and he agreed pausing a trainer agreement should have been instated immediately without charging me. I sent him the text thread with **** that showed I wanted to pause the training, He sent that to the ** of CA and I was denied my refund. I am now speaking with a *******************, but it doesnt seem helpful. I don't want to look for a lawyer, I just want the money they stole.Business Response
Date: 10/06/2022
*******, I see that the team did cancel the account and credited two months for you. So happy there was a resolve.
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