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

  
• 

  EOS Fitness

  8125 W Sahara Ave STE 100 Las Vegas, NV 89117-1989

  
• 

  EOS Fitness

  780 Garden View Ct Encinitas, CA 92024

  

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:09/18/2022

  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.

  Ive been attempting to cancel my EOS membership for over 6 months now. On 7/18/22 I received a confirmation that my membership has been canceled. EOS has continued to charge me every month. My account number is: **********.

  

  Business Response

  Date: 10/03/2022

  *******, our Regional Vice President has left you a few voicemails trying to see if you happen to be paying for another account.  We do not see an active account for you.  I will need you to connect with him so this matter can get resolved for you. 

• Initial Complaint

  Date:09/17/2022

  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 have been trying to terminate my membership with EOS since January 2021. Somehow my online account says that I am inactive and that I dont have a personal training contract yet they charge me around $35 a month for a membership and $70 every two weeks for personal training that I am not receiving. I call almost every other day and get the same responses: either the personal training team is in a meeting or the general manager is not there yet. I have had multiple employees say that they are going to cancel my account and then I get charged again. I have also called to just give in and do the personal training since I am being charged for it and they ask for my schedule and tell me that theyre going to follow up to but they dont. I have been on hold for hours on end and Im starting to think that this is something personal against me due to the amount of times that I call. I just am asking for my membership to be canceled. I have been dissatisfied with this gym since January. I dont like the environment. I dont like that the employees dont care about the customers and just tell you that theres nothing that they can do. They have my bank information so they continue to charge me. I am 24 years old, was unemployed for the majority of ******************************************************************************************* every month, and I have a mental health disorder that I have communicated to them. I have also let them know that I did not like the personal training since the first session and it seems that it doesnt matter whether you are satisfied with the service or not theyre just gonna tell you that you agreed to pay so were just gonna keep charging you. I have never encountered a business so cruel that lacks so much empathy for people. This has affected me so greatly both mentally and financially, This is the location in ***********************. I am just so disappointed in the lack of human decency. This gym is dehumanizing and corrupt.

  

  Business Response

  Date: 09/23/2022

  ********, I see that the PT contract has been canceled and the team waived two pending payments.  So happy they could assist you.  

  Customer Answer

  Date: 09/23/2022

  
  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:09/15/2022

  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.

  We sent a cancellation notice verbally on August 26th. We were told we should come in to talk about cancellation. After we declined, we were told wed be reached out to by the district manager to finalize the cancellation. The next day, we sent an email as our written notice of cancellation and demand to remove bank account information to avoid further billing. We werent advised to do this but thought we needed a paper trail.After getting no responses, I followed up with multiple calls and emails about why I hadnt been contacted. Finally the district manager sent an email saying she would reach out to finalize this. That was 2 weeks ago. I sent more emails asking why I hadnt been contacted yet. I called the gym daily to speak to the manager and he would not return any of my phone calls. My account keeps getting billed 272 dollars every two weeks for training that was never rendered. We have exhausted all options to get this fixed! No one will respond to us!

  

  Business Response

  Date: 10/06/2022

  ******, Our District Fitness Manager has reached out to you via phone and email to assist.  If she is unable to speak with you to resolve then we will need to close the BBB submission.  

• Initial Complaint

  Date:09/14/2022

  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.

  Employee lied to me about the personal training product. Employee stated that PT could be frozen for 6 months but was informed later that it could only 3 months. I am currently in school and working part time and can not afford PT. I wanted to take advance of the discount price now I cannot afford it, they send a email starring that if an amount is not paid in week it will go to my collations and they state that they cannot cancel the contract which they never state it was one to begin with. Management seems to be giving me the run around. I have been lied to, and the company does not want to take reasonability for their employee actions

  

  Business Response

  Date: 10/03/2022

  *********, I see that the District Manager did cancel your account.  She has tried to reach out to you with no success. But please know the account is canceled. 

• Initial Complaint

  Date:09/13/2022

  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.

  My son *************************** joined EOS in Oct 2021. He was offered the starter training session for $19. He agreed to that. He did not agree/sign up for the 6 months of training. The contract he signed/he thought was for the monthly $21.99 and initial starter training session. In Dec when I noticed the $88 charges on my card, I called for answers and was told it was for training sessions that my son had signed up for. I asked them to put it on hold until I could talk to him and find out what was going on. After talking with him, he said he never signed up for 6 months of training sessions. He tried several times to cancel these training sessions to no avail. It is now Sept and we are still being charged for something he did not agree to or sign up for. The total charged and refund request is 15 charges of $88 for a total of $1320.00

  

  Business Response

  Date: 09/23/2022

  ***************** see that the Regional Vice President of Fitness has refunded $888 which is the amount when the PT package came off of freeze.  The team has been reaching out to yo and your daughter but have not heard from you to help resolve.  If they do not hear from you then they will not be able to assist further and we will consider this closed.  Thank you. 

• Initial Complaint

  Date:09/13/2022

  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.

  EOS on 59th/Thunderbird processed charges totaled to $1008.00 for private training. I requested they be paused in August through March. The club continued to charge me through out the year for a total of *************************** any communication regarding scheduling this. December 8,2021 was the last contact I had from a trainer when they confirmed they had frozen training and would contact me to resume the courses. The club charged 7 transactions on June 18th, and 5 on August 25th all of $84.00. I had called numerous times requesting to either continue training or to cancel the service. I was communicative about this pause since August as a result to a surgery that limited my movement for 6 months. Each time, the managers expressed it had been handled. When I saw the August 23rd transactions come through, I went into the club to talk to a manager there. I spoke to ************** who informed me there had been no written interactions in my profile from January through June when **** called to ask if I was ready to return to the gym. He did call when I was on my way to a funeral out of state, unfortunately, I requested he contact back the following week. I love going to EOS and did fully intend on returning to training. However, the ethical integrity of this specific location is questionable. I do not understand how regardless of the multiple attempts to stop these courses, I was charged multiple times for courses without ever being contacted or made aware of this. The strategic bulk transactions was also a concern as when I tried to partner with my bank, they informed me it may have been human error at the club. After seeing multiple transactions in this style, it simply is not the case. **** informed me a district leader would contact me by 08/26. I asked for customer care information and he said *** does not have a customer service or any point of contact except the gym manager. Since then neither he nor their manager have been able to be contacted/contacted me.

  

  Business Response

  Date: 10/04/2022

  Hello. I see that the PT was canceled out and you got a refund for $588.00.  Thank you. 

• Initial Complaint

  Date:09/13/2022

  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.

  You closed this case ID ******** because I didn't respond. I couldn't respond I was in the hospital with pneumonia EOS only sent me a partial refund of $96.98 They still owe me $35 for bank charges I got because of their error this case is not resolved . Thankyou *************************

  

  Business Response

  Date: 09/21/2022

  ******, I see that the team did connect with you and they did submit for a refund.  I am so please they were able to assist you with your matter. 

  Customer Answer

  Date: 09/21/2022

  This company on sent me part of a refund of $96 they still owe me $35 dollars which they assured me that I would receive I did not receive it.

  

  Business Response

  Date: 10/04/2022

  The team is refunding your $35.  Thank you. 

• Initial Complaint

  Date:09/13/2022

  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 spent thousands with EOS fitness for personal training. Their turnover rate for trainers is insane and I kept getting bumped to other trainers as they kept leaving. My progress was **** and not worth the money. Regardless, I kept going in hope I could finally get back into shape. I was forced to relocate across ***************** to help support family and I asked to have my account frozen until I could return, 6+ months ago. EOS has randomly charged me $980 in the last 2 weeks when I haven't stepped foot in their gym in the last 6+ months. I have been dealing with *******, the manager in their ******** Location. She seemed nice and eager to help at first. She has since told me sorry, we won't refund you but you can "gift" your personal training hours to other members. This is actually theft and the worst business I have had a chance to deal with. They are refusing to take my card off file, cancel my membership, and refund $980 for services that are not being used or signed up for.

  

  Business Response

  Date: 10/03/2022

  *****, I see that a refund was submitted for $960.00 via check.  So happy there was a resolve. 

• Initial Complaint

  Date:09/12/2022

  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.

  My daughter and I became members of Eos fitness ***** on Warner on 7/7/22 we also signed up for personal training. We signed a contract for 6 months we were very excited to get started so we signed and left without the ability to meet our trainer. We finally met our trainer on 7/11/22. When we met ******* It appeared that she was not really interested in our goals or what we were saying and simply had a set way that she did things. The topper was when she asked about vitamins and other products and we let her know that we did not really do well with vitamins, as we were walking out the door she ran after us telling us that vitamins were non negotiable and gave them to the cashier to ring up. Our next meeting was set for 7/22/22 after long consideration, my daughter and I decided that ******* was not the right fit for us. I contacted the club and was told the manager was not in, so I wrote emails to both the general manager and fitness manager asking for options, to which i received one email back saying my email had been forwarded. I went over our contract and saw we were only given 3 days to cancel, even though we did not meet the trainer until after that time frame. I didn't hear anything for another week and I emailed again just looking to either cancel or get options . I got a phone call on 8/2/22, from Ace, I was unable to answer at the time,however, I returned the call 3 times and heard nothing back. Frustrated, I emailed again on 9/1/22 letting them know that I was no longer interested in options and wanted to cancel. I finally got a response from ******* that just told me I can't cancel but still no options. Another email was sent explaining the problem to *******, which went unanswered for another week. on 9/7/22 I asked for the information of the people who had the authority to cancel at which time ******* gave me 2 emails, I emailed those 2 individuals on 9/7 and have yet to hear back. I have been paying for a service that I haven't been able to use

  

  Business Response

  Date: 10/03/2022

  ******, I see that you worked with the team and they canceled the account immediately. 

• Initial Complaint

  Date:09/09/2022

  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.

  I had called to cancel. The training manager said i can't due to it's too early and i need to pay until the contract ends. I told him I had moved homes and it was way too far for me. They said they can move me to a new gym which they did. They said that I only had $300 left to pay and that I am not behind the name any of my payments. They said after 300 there won't be any more charge on my card. Come to find out they are still automatically charging my card after the manager had said there will be no more charge after the 300 I owe. I called today and let them know that I would like a refund for all the months that they have been charging me for after the training manager said I wouldn't be charged. The manager said no that there's no record of me even calling and saying that I wanted a refund or a cancellation when I called prior. There are absolutely no notes of me complaining. I specifically remembered I only needed to pay two months and a half worth of sessions and now they have taken about 600+. The service manager did not explain this and overall said everything was fine after I pay what is owed this other manager hung up the phone on me and didn't want to give me any information or email for anyone above him. I have the names of both managers I want my refund for what the manager said I wouldn't need to get paid for. I'm only asking for a refund for what I did not want. I'm not asking a refund for everything. It's unbelievable that no calls or no notes are taken of what conversations are done with managers. Please give me my refund now. Very upset with EOS. The charge should've stopped back in June and we are now in September. I do not want store credit. Nor want an explanation on the agreement that I signed. If a manager says the charges will stop wants to 300 is paid that is what I expect.

  

  Business Response

  Date: 09/21/2022

  ******, I see that you worked with the team and they did submit for a $600 refund for you.  I am so happy there were able to assist you.