Complaints
This profile includes complaints for EOS Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,064 total complaints in the last 3 years.
- 830 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:08/30/2022
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.
My name is *********************** ! And my daughters name is *************************! I been trying to resolve this problem !! I canceled both off our memeberships Late November or early December of 2021 !!! Reason I hadd to canceled both off our memberships was, cause my daughters was under age and they were asking for COVID 19 vaccines,, I never used the eos membership after cancelation !! That was end off **** or beggining off December 2021 !!!! I cant give you exactly date cause eos fitness doesnt want to provide me with that information!!! I never used the membership after december !!!! The only reason I found out they were still charging me July 2022, was cause they charge me a fee for $149 for a annual fee$$. Thats when I look at my statements !! And they were still taking monthly payment every month $24,99 .. that and I been having problems with another $149 they keep taking away from my account !! Its been since July 2022 I been calling , talking to associates , their supposed to give me a call back , they never do , I finally got in touch with the manager and told me to email him my problem ?? Papparcel@eosfitness !!!! And no response. Am desperate. No one wants to help me. I dont owe them no money !! Cause I canceled my membership the right way. By giving both our names and numbers !! I just want my money back ?? And I feel like this is my last option!!! Been going back and forth.. and their not trying to resolve nothing for me !!! I receive one refund but they take it back .. please help
Business Response
Date: 09/02/2022
*****, thank you for taking the time to speak with our Regional Vice President. We were able to get your account canceled and refunded. Please allow 10 - ********************************************* your account. Thank you.Customer Answer
Date: 10/16/2022
Complain # ********. I filed a complaint about my refund for eos fitness .. am still missing a refund and they told me that they send it to me but never receive nothing ?? They said they were contacting their billing department to see were my payment when?? And for some reason I still havent receive and update !!!!Business Response
Date: 11/01/2022
*****, I checked in with our Regional Vice President and he states that everything was taken care of for you regarding the refund. I am so please that there was a resolve to your need.Customer Answer
Date: 11/07/2022
This is the second time I been waiting on a delay or something when wrong on my refund ?? Its been going on for months and I feel like eos doesnt want to give back the money they took away from me !! I dont have to keep emailing ******* eos manager for the same reason the promised my refund and I still havent received it
Initial Complaint
Date:08/30/2022
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 cleaning staff at **** and ********* are extremely disruptive and unsafe. They clean equipment while members are actually using it (see images). In my case, they clean my treadmill with a wet rag and bucket of water when I am in the middle of a run (definitely a recipe for a serious accident or injury). I often have to pause my workout to ask the cleaners to stop. It's extremely uncomfortable, invasive, disruptive, and unsafe for them and I. It has been going on for months. Initially reported it to ********************* months back when it first started. Reported it a second time two weeks ago to *************************************, General Manager, and ***************************, District Operations Manager. ***** and ********** assured me the issue was addressed (see images). I even met with ********** in person in his office about it. Unfortunately the same issue happened again this weekend. The cleaner first dragged her cleaning bucket out and then spilled water behind the treadmills when I and other members were using them. She made no effort to clean it up and didn't place a wet floor or caution sign (see images). She then started to clean my treadmill until I politely asked her to stop. The interesting part is that most treadmills were free 10 minutes later. Don't understand why she didn't wait until then. Management made it out to be the fault of one new worker, but it has been multiple cleaners and one cleaning lady in particular has been doing it for 4 months. This leads me to believe it is gym policy to clean this way and management is directing them to do it. I sent an email immediately after leaving the gym on Sunday August 28th to *****, **********, and **** and asked for a follow up regarding this last incident. It's been over 48 hours later and I haven't received a response back. I sent another email today August 30th and as of filing this complaint they have ignored both emails.Business Response
Date: 09/21/2022
*******, thank you for highlighting this matter via BBB. I know that you have soken with *****, our District Operations Manager and also with Ezme, our Operations Manager. ******************* our Regional Vice President has reached out to you and left a message. She does look forward to talking with you.Customer Answer
Date: 09/21/2022
I originally emailed ***** and ********** on August 28th and have not heard back from either regarding that email more than 3 weeks later. I even followed up 2 days later on August 30th with both asking for an update and did not get a response to that email either. That's when I reached out to the BBB that day. I also have not heard from ****. I checked my voicemail and do not have any record of her calling me as of September 21st.Business Response
Date: 10/04/2022
Hello, I worked with **** and she states she did leave a message for you. I have reached out to **** and ***** both asking them to call you and to email you so you can discuss the items you highlighted in your BBB submission. Thank you.Customer Answer
Date: 10/06/2022
Good afternoon. I've checked my voicemails *************), emails *************************** and text *************) and still have no record of being contacted by **** unfortunately. If she did reach out she didn't leave a message. I would prefer to talk to **** because I have communicated with ***** once. He then chose not to respond to my last two emails sent August 28th and August 30th. I propose we set up a time to talk Monday Oct 10th or Oct 11th. I am free anytime before 12pm on those days. **** can send an invite to my email ************************ to cement the time. Thank you working to facilitate a conversation between both of us.Customer Answer
Date: 11/17/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I received a call from *************************** on October 27th and he offered to give us 3 free months off our membership fees. I then received a call from *********************** on November 17th as a follow up. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*****************************
Initial Complaint
Date:08/30/2022
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 submitted ALL my trainer session on 7/18, I was on the 30notice mark.I received a confirmation email about my cancelation submitted.As of 8/30, I'm still being charge All My sessions.Business Response
Date: 08/31/2022
******, thank you for taking the time to speak with our Fitness Manager in regard to your account. We have canceled your personal training and refunded $188. Please allow 10 - ********************************************* your account. Thank you.Initial Complaint
Date:08/29/2022
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 have been an EOS member since June of 2021, and I signed up for personal training sessions. In January of 2022, I was told my sessions would now be $60 every 2 weeks rather than $84, a perk for being signed up for personal training for 6 months. After that, I was still being charged $84 every two weeks in addition to $60 every two weeks. I brought this to my trainers attention in March and he said his boss would handle it. By ****, I started talking directly to the gym manager, *****. He said some of the $84 sessions were being used after January and not the $60 that were supposed to be utilized, so he decided to fully cancel my personal training for the time being, until I receive my correct refund. Not only have I not received my refund, but Im now being charged $46.99 for my monthly membership fee rather than the $21.99 that I had been charged since the beginning. Also, if I look at my monthly charges on my EOS app, it still shows the $84 and $60 charges being applied to my account to this day (this doesnt reflect on my banking account, though) It is such a shame because I really enjoyed my training sessions, and ***** the manager is nice but absolutely nothing is getting done and I do not trust EOS to properly debit my account for anything.Business Response
Date: 09/02/2022
************* see that our Regional Vice President did submit to refund 252 and immediate cancel. Thank you.Initial Complaint
Date:08/29/2022
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.
Signed up for a memebership and my personal training that I was lied to about. I was made aware I was going to get 50 minutes, my first free session I was told that ,my workout was only for 25 min. I told **** and ***** at the ******** ** gym within the first 5 days to cancel. EOS is still charging my credit card. Disgrace to to the gym community. Please refund all my money and cancel membership also I never been back to this gym since my free session.Business Response
Date: 08/31/2022
******, thank you for taking the time to speak with our Fitness Manager to resolve your account. We have canceled and refunded your account. Please allow 10 - ********************************************* your account. Thank you.Customer Answer
Date: 08/31/2022
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:08/29/2022
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.
Cancel my membership on August 14th 2022. Was told its a month to month membership, and I was charged my membership again on August 29th 2022. Called and they told me my membership is set to be canceled. And shouldnt be charged for September 29th 2022. I should not be charged on my membership if I canceled during my last month on the month I was already charged for not for the next month when I wont be able to use the services of the gym for the month.Business Response
Date: 09/07/2022
********, I see that the General Manager was able to assist you with a refund and was able to explain the 30 cancellation. I am so pleased he was able to assist you and your wife.Initial Complaint
Date:08/28/2022
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 a gym membership at EoS fitness in ***************. Over month into it fitness manager pressured me into a personal training plan which I knew I couldn't afford. I was about to decline the offer then he said there's a 3 day refund policy and pressured me into swiping my card to pay for the training. I knew I didn't want the service so the next day I canceled. This was the beginning of August. I got charged the initial fee of 19 dollars plus the first weekof 88 dollars even though I canceled. So I go to the gym and ask why is it still charging me? They said apparently "there's something wrong with the system" Now at the end of the month, I have yet to receive any refund. Also, I am moving soon so I try to cancel my membership, but lo and behold I am unable to do so because they still haven't cancelled the personal training. Also they will charge me for September and October even though I stated intent to cancel 30 days before my next billing date. This hold on my account would delay my cancellation, leading me to pay for 2 whold months when I'm not even there. Very shady business practices.Business Response
Date: 09/02/2022
****, I see that the Regional Vice President is canceling pt completely with immediate cancel, and refunding pt payments. Thank you.Initial Complaint
Date:08/27/2022
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 personal training sessions under the impression that I could cancel at any point in time, and that it was like the regular membership, I was told very specifically that is was a non contract offer. With that being said I took it, now I come to figure out after a very bad emergency, where hospital bills are quite crazy for, that I was lied to and now I am locked in for 6 months. I feel manipulated and cheated, this was deceptive business practice. I was told very specifically that I can opt out at any point for any reason, so now I am stuck paying for a service I can no longer use when I was lied to? This is why the world hates salesman, they dont care about you they care about their commission, and will get it at every cost. This proves to be true with all the complaints Ive read. Do better EOS, you guys have promise and do not need to lie so much. I feel cheated and manipulated and would just like to get out of this.Business Response
Date: 09/13/2022
OUr Regional Vice President has tried reaching out to you but was unsuccessful. What he has done is cancel the contract for you. Thank you and I'm glad there was a resolve.Initial Complaint
Date:08/27/2022
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 started a gym membership at EOS Fitness on August 10, 2022. When asked if I would like personal training I told them I was not interested, but I accepted when they told me they would offer a single personal training session for half price, and if I did not like it I would not have to continue. They had me sign electronic documents that they did not show me since they were on a computer behind a counter and registered my personal training day 4 days later on the 14th. I did not realize that within the contract they had hidden a 3 day time limit to cancel a 6 month personal training contract, none of which I was made aware of when I thought I was applying for a single session. By the time I had my first personal training session it was already too late for me to back out of the contract, and now they refuse to cancel my contract totaling $1094, as well as refuse to cancel my gym membership which can't be cancelled while I have a personal training contract.I feel as though I have been intentionally scammed by EOS fitness. I made it clear to them ahead of time I was planning to move in a couple of months, I only wanted 1 personal training session and was reluctant even for that. They lied to me about being able to cancel after my personal training session, and omitted many details while keeping the contract out of my sight and difficult to read. I was not even made aware I was signing an extensive contract, I thought I was just agreeing to injury liability and session price.Business Response
Date: 09/21/2022
******, I understand through ***** our Regional Vice President that the team connected with you and they were able to resolve this matter for you. Thank you.Initial Complaint
Date:08/26/2022
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.
The reason for this complain is that Ive been getting charge for the past three months for a membership that I havent even had time to try . Having even stepped foot into the gym .I went to an office that they had to cancel it because I wasnt going to have time. Spoke with this lady said she would cancel it never did .Ive been getting calls saying that I owe past due balance of like $85 .I need for this to be resolved I need a refund and is membership canceled .Business Response
Date: 08/29/2022
*********, thank you for taking the time to connect with our Vice President so we could get your account resolved. We have immediately canceled the account and waived the past due balance. Thank you.
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