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

  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

  
• 

  EOS Fitness

  4185 S Gilbert Rd Chandler, AZ 85249-2722

  

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:09/07/2022

  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 signed up for a personal training program at the end of 2021 and had to put a freeze on it December 2021 for six months.When I first signed the contract I was told I could freeze my account for any reason at any time for as long as I want. The second time I tried placing a freeze I was told it was subject to approval. Even tho I called for a freeze before my previous freeze applied, I still got charged even though I cant use the sessions.I submitted proof of medical documentation to prove I cannot and will not be able to use my personal training program for health issues. I spoke to the store manager at EOS and he was completely dismissive, rude, and unprofessional. I was blamed because his team did not explain the contract correctly to **** am showing as delinquent for my personal training even tho I was supposed go be on a freeze. I no longer want anything to do with EOS and its affiliates. I am spending thousands on medical bills and more, I dont want to deal with EOS ever again.

  

  Business Response

  Date: 09/20/2022

  *******, our Regional Vice president has submitted for the refund.  It does take 8 to 12 business days to reflect on your account. 

• Initial Complaint

  Date:09/07/2022

  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 joined EOS fitness in Dec 2021 online through their website. When I signed up it asked for referrals and if those referrals joined the gym I could receive an incentive so I used the names of my sisters. *** has been charging me for a membership for each of my referrals since December. I was unaware that I was being charged for memberships for other people. My sisters did not sign up for a membership nor did they sign anything stating they were joining. *** took it upon themselves to sign them up and use my payment information to pay for their memberships. I did contact *** to try to get this resolved as soon as I discovered the overcharge. They have been of no help and it has taken two trips to the location on 59th Ave. and the 101 only to be told they could not help. My mom has made five phone calls and sent two emails with no response only to finally receive those two memberships cancelled in August (and not at the same time which resulted in an additional charge) and a one month refund. My mom had to call the *** location four times and each time she was told someone would call her back which only happened after the fourth phone call. She was told that they could do nothing more to help her and provided her with an email address to contact the district manager, ***********************. When asked if they could have him call her back they said no. Email was the only way to get in touch with him. My mom has emailed him twice and there has been no response. I was billed $77.15 x 2 in January and $25.71 x 2 each month since through August. My sisters have never gone to the gym and never signed up for a membership. I would like a full refund for the two memberships that *** did not have the authority to create and I have been billed for since December. This is awful customer service and business practices.

  

  Business Response

  Date: 10/04/2022

  Hello. I see that the team was able to take care of you with some comps and moving a payment for you.  Glad there was a resolve. 

• Initial Complaint

  Date:09/07/2022

  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 a gym membership and personal training services with EOS fitness approximately in March of this year. I believe I was charged $150.00 dollars semi monthly for personal training and $9.99 monthly for gym services. I was assigned a personal trainer ******, and in the beginning (I received about 4 trainings) things were great. Then she started canceling same day, or day before and we were never able to make up the dates. She told me when she cancelled I wouldn't be charged but *** kept charging me. I finally got to the point that I wanted to just cancel the Personal Training because I was getting charged and not receiving any training, which the business committed to provide. I was told to go to Finance at the gym and Finance told me to email them which I did but never heard back until sometime in August. I have sent letters and called EOS Fitness but have been unable to resolve the problem. At this point I just want it to all end and for EOS to stop charging me for services they failed to provide. I've already paid for services I never received. I have cancelled both my monthly membership and my personal training via certified letter and I have called EOS as well to cancel both services. I just want it to stop!

  

  Business Response

  Date: 09/21/2022

  ******, our Regional Vice President and our District Manager both worked on your account and canceled both the member and PT agreement immediately and removed all past due payments.  Thank you. 

• Initial Complaint

  Date:09/06/2022

  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 called over three months ago to cancel this membership due to them lying about hidden fees well fast forward to three months later I call again to cancel they tell me its a 30 day notice and Ill be charged again this is not ok I havent even been to that gym in a long time this is theft

  

  Business Response

  Date: 09/13/2022

  *********** see that the team submitted for an immediate cancel and refund of dues.  Thank you. 

• Initial Complaint

  Date:09/04/2022

  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.

  Many of my friends have talked highly of EOS fitness for their equipment and 24 hours. I was ecstatic as I began my fitness journey. I signed up for a membership at the *** ** Downtown ** location on 06/22/22. The employee who assisted me was nice and helpful as I signed up for the black eos membership. Like many of common complaints below, I mentioned personal training as I wanted to learn and become more confident at the gym. The plan was 2 session a month. I paid $19 for my first 1 hour training and if I did not like it or started, they would not charge me. I attempted to set a personal training a week later and she said she was going to follow up and never did. A month goes by I notice on 07/08/2022 a charge of $68. I contact the gym and made a complaint. I explained to staff what occurred and he spoke with the personal training manager. He told me that I would still need to continue for 4 months and before the 4th month to go submit a 30 day or just notice to cancel the training the time. I asked him to schedule a personal trainer since I'm paying for a service and not receiving it. He told me a personal trainer will contact me. One contacted me and it rang one time and I called back several times and never received a call back. It is now 09/03/2022 and I continue to be charged $68 dollars every two weeks and have not received a service. I've only gone in person a handful times and have attempted to cancel membership and continue to pay for training till the expiration date and still deny my notice of cancellation. At this point, I've paid for $340 for service that I've not received and no follow up. This does not include the $59.98 for the membership . I attempted to cut my losses and continue to pay, but to deny my attempts despite my efforts to continue to pay for a service that has not been provided to me is too much. They did not want to provide an email. I left notes with staff in hope to get communication and nothing so far. Terrible experience.

  

  Business Response

  Date: 09/13/2022

  I see our Regional Vice President did an Immediate cancel of Pt and membership and refund of $204. Thank you. 

• Initial Complaint

  Date:09/02/2022

  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.

  I first got my membership on March 17th and got a personal trainer on April 15th. My contract was for four months minimum, and I asked for a cancellation of my personal trainer contract on July 14th. This means that my payments should've ended by August 14th, because it was my last day of personal training. Apparently, this wasn't canceled, and I've been charged 68 dollars for 3 weeks straight. I also asked for my membership to be canceled in person on July 15th. *** told me that it would be canceled by the end of the next month, but I still got charged $9.99 for September. I clearly gave a month's notice, which is extremely frustrating for me. I would like for my membership to be canceled, as well as my personal training. In addition, I would like to be refunded for those 3 weeks that were charged, because I didn't get any training and I asked for the PT to be canceled a month in advance.

  

  Business Response

  Date: 09/07/2022

  *******, I see that our Senior District Manager was able to assist by refunding two payments of $68 and one of $9.99. Total refund of $145.99 which is all invoices that billed after the 30 day notice. I'm happy *** was able to assist you. 

  Customer Answer

  Date: 09/07/2022

  
  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:09/02/2022

  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 cancelled my member ship two months ago and the employee told me it would be taken care of since then I have been charged twice I reached out and the manager said they will cancel it again cause it hadnt been cancelled and the I have to pay another month I was then transferred to the service department which just told me my account cancellation wasnt processed and ignored **** just think its unfair that I was responsible and cancelled two months before I knew I would be leaving for college and my mother still was charged 50 dollars and is gonna be charged again for a total of 75 dollars.I was hoping to not get that last month charged and a refund since it was an employee mistake

  

  Business Response

  Date: 09/21/2022

  *******, I see that you spoke with ******* our Regional Vice president and he refunded two months for you.  So happy you both connected. 

• Initial Complaint

  Date:09/01/2022

  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.

  I went into provided EOS fitness location to cancel my gym membership due to deployment with the **** back on June 27th or 28th 2022. I am still currently getting billed for this membership to this date. My next payment is said to be $60, $50 increase from my original payment as well. Due to being in a different country, I had my husband call EOS to try and cancel on my behave (POA). I still havent gotten a cancellation email to confirm my termination with EOS. I do not wish to keep paying for this service that Ive attempted multiple times to cancel. My contract agreement number is *****. I dont wish this business to keep doing this to others, especially military personnel who cannot be physically there to take care of the situation. The email associated with the account is ********************

  

  Business Response

  Date: 09/07/2022

  Minhua, I see that **** our Regional Vice President has approved a cancelation of the account and a refund for you as well.  Refunds do take 8 to 12 business days.  

• Initial Complaint

  Date:09/01/2022

  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.

  On August 28th 2021, I signed up for a gym membership and 6 months of personal training with EOS fitness. I was told by the person who sold the personal training to me that I can freeze my account for however long I want & that cancelling it isnt an issue.I sent a cancellation statement on August 30th, 2021 at 10:53 AM in an email to **************************************** The contract I signed clearly states that I "may cancel this contract at any time before midnight of the third operating day after receiving a copy of this contract". The contract also states the 2 options in which I could send in a cancellation: 1) Written notice delivered or sent via mail OR 2) Sent via email I've attached a copy of the email I sent in. Excerpt from the contract verbatim Notice to customer:You are entitled to a copy of this contract at the time you sign it. You may cancel this contract at any time before midnight of the third operating day after receiving a copy of this contract. If you choose to cancel this contract, you must provide written notice of cancellation delivered or sent via first class mail to *****************************************************************, or sent via email from an address on file with the health studio to **************************************** If you cancel this contract within the three-day period, you are entitled to a full refund of your money. If the third operating day falls on a Sunday or holiday, notice is timely given if it is mailed or delivered as specified in this notice on the next operating day.After sending this, I did not receive word back and they kept charging me for the PT so I decided to use some of the sessions since I already paid but THEN I injured my lower back DURING our 3rd session so I had to freeze my account. I just saw they unfroze the account & are still charging ****** just want to be done with them. I feel like they completely misled ****** also did what I was supposed to do per their ************ got screwed.

  

  Business Response

  Date: 09/01/2022

  ********, thank you for taking the time to speak with our Regional Vice President. We have immediately canceled your personal training with no further billing. Thank you 

  Customer Answer

  Date: 09/01/2022

  Hi, 
  

  Before I accept the response, can you please provide detailed documentation that confirms that you actually cancelled my personal training program with no further payments needed or cancellation fees? 
  
  Also, in regards to the sessions I have already paid for that are un-used- will I get a reimbursement/refund for that OR are you unable to refund me and I just have to use the sessions? 

  Thanks,

  ********

  

  Business Response

  Date: 09/02/2022

  ********, this is the ticket that was submitted for cancel and refund.   7176957 - ** - *********: ************ - *************************** (Primary) - ********** - 869046280
   It was approved yesterday by ************************* our Regional Vice President. 

• Initial Complaint

  Date:08/31/2022

  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.

  In the early month of June 2022. I had called my EOS fitness gym to cancel my membership. Fast forward to July 27th , 2022 and I see I was charged 59$ for the annual membership fee. I called them again explained the situation and they had me print out my cell phone records showing I did in fact CALL on ***** I printed the document drove to the gym with a new born baby to try and settle the situation. Manager wasnt there. After playing phone tag I finally get through a manager and he explained my member ship is now cancelled and I will *WILL* receive my refund. Well its been now an entire month and still not a ***** has been issued back to me. I shouldve known better! I hope I get my money back

  

  Business Response

  Date: 09/13/2022

  *******, your account is canceled and you should have received the refund.  I am happy the team was able to assist you.