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:08/25/2022
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.
Ive been charged monthly and yearly fees for EOS fitness in which Ive never been subscribed to. Ive never set foot in eos fitness, let alone signing up for a membership. Ive been charged over $250 in 2022 alone.
Business Response
Date: 09/13/2022
*******, Myself and ***** our District Manager have both reached out to you. We are unable to find an account using your phone number and email in this bbb submission. If we don't hear from you then we won't be able to assist you and ultimately need to close this out. Thank you.Initial Complaint
Date:08/25/2022
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 EOS PebbleCreek in December for PT sessions ONE they used my boyfriends bank card from ****** ** without him being present to sign and speak to anyone but still let me sign up anyways. TWO they assigned a personal trainer and 2-3 weeks in they said she was moving and she was no longer to be my PT they knew about her moving from the start and never once mentioned that to me I understand people leave but they knew about it and never told me anything and was upsetting after spending so much money to see a PT they took weeks to even try and assign me to a PT and would not return my calls and avoided speaking to me but were really quick to take my money in order for me to freeze my account WHILE they had to find me a new PT I changed gyms and tried going to ******** and ********* to do my PT sessions there and the employee at the front desk was very rude and said to me that this is not pebble creek and could not use my PT that I already paid for I tried calling pebble creek to get a refund on my PT sessions since I was not able to use them because of EOS and never heard from them I have tried calling corporate because this is not how you do business especially after spending more $1000 on sessions that were not even used this place is disappointing they truly could care less about their customers all they want is to take your money and leave you with extra fees or in my case take more than $1000 for sessions and never let me use them. This place is ridiculous.Business Response
Date: 09/07/2022
*****, I see that you spoke with **** our Regional Vice President and that you will be using your sessions with the Lead Personal Trainer at our ******** facility. I'm so happy he was able to assist you.Customer Answer
Date: 09/08/2022
Hello I did not speak with ********** spoke with someone from pebble creek that basically just kept pushing for me to do my PT sessions when I told him I could not use them as Im currently hospitalized with a hip replacement and Im going to be going back ******. He admitted himself that they really did things wrong with not finding me a PT or even refunding me which its ridiculous I dont plan on going back to the gym Im in a long recovery process from a major surgery I told him that I wanted to be refunded for the sessions i was never able to use and wont be able to use at this point
Business Response
Date: 10/04/2022
Hello. I see you will receive a refund check for $760.00 via mail. Thank you.Initial Complaint
Date:08/25/2022
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 problem is that I cancelled my membership during *********** when the gym was closed down- because it was closed, they were only taking phone calls and I asked for my membership to be cancelled. I thought it was confirmed over the phone but I never asked to receive an email confirmation(perhaps a bad move on my part) Fast forward 2+ years later, and Im still getting charged a monthly fee and the annual fees. The last time I stepped foot into the gym was in June 2020.Imagine that!! Oh wait, its not over..I happened to be looking for a new gym about 2 months ago and thought about rejoining EOS (or so I thought I was rejoining) and also looked into other gyms near me. I specifically remember calling and asking if I can do a 3 day trial pass and they said no since I havent been a member in over a year. I dont think the employee checked my phone number that was on the caller ID but I assumed that my membership was cancelled since ******The person who answered the phone said I couldnt use a 7 day trial pass since I was a member beforehand. I told him that I only visited a handful of times in 2020 and didnt feel like I got the full experience. He declined me trying out a 7 day membership ( remember, this was less than 2 months ago- since I recently signed up to a local gym) ALL WHILE I was being charged the last two years! Two+ years of monthly fees and annual fees that were taken out of my account and 0 remorse. Im completely blown away by the passiveness of each employee encountered.Business Response
Date: 09/01/2022
*****, thank you for taking the time to speak with our Regional Vice President. We have submitted your refund, please allow 10 - 14 business days for the refund to reflect on your account. Thank you.Initial Complaint
Date:08/25/2022
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.
Early in July my husband and I signed up with EOS at Northsight in ********** for membership and personal training twice a week. After our initial session which we both did together we began coming once a week together. We contacted our membership advisor and asked them to take us down to once a week rather than twice a week for each of us. We never had any response and they kept charging our account. We sent an email to the personal training manager to change our personal training program to once a week not twice a week and never heard back from him we continued to follow up and nobody ever responded for at least three weeks. In the meantime we were getting charged $144 for each of us every two weeks. In addition we were told that my husband would not have any annual fee or monthly fees because they would waive them til November because he was going to go into silver sneakers in November 2022 because hed be turning 65. They charged us for the membership annual fee and the monthly fee on July 22 of $59.98 and continue charging the $144. Finally a new fitness manager showed up and asked us if we would sign another contract For once a week which would be $ 152 twice a month If they refunded two $144 charges on our account and he stated he would refund the annual fee and monthly fee until November and we agreed on that along with the two $5 guest fees would be refunded which we had no idea were even on my husbands account and being charged they never mentioned that. We thought everything was OK until we just recently got a charge for $9.99 a monthly fee which had been promised would be waived. We also have never seen the $5 Guest fees credited or have not seen the annual fee and the one monthly fee for my husband which was promised to be refunded to us of a total of $59.98. This past week our personal trainer quit and no ones contacted us about a new fitness trainer and we dont want to start with somebody else. We feel so taken advantage of.*** and ***********************Business Response
Date: 09/07/2022
****, I see that you worked with **** our Regional Vice President and he was able to cancel out the personal training and the memberships. I'm so happy he was able to assist.Initial Complaint
Date:08/25/2022
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.
Early in July my husband and I signed up with EOS at Northsight in ********** for membership and personal training twice a week. After our initial session which we both did together we began coming once a week together. We contacted our membership advisor and asked them to take us down to once a week rather than twice a week for each of us. We never had any response and they kept charging our account. We sent an email to the personal training manager to change our personal training program to once a week not twice a week and never heard back from him we continued to follow up and nobody ever responded for at least three weeks. In the meantime we were getting charged $144 for each of us every two weeks. In addition we were told that my husband would not have any annual fee or monthly fees because they would waive them til November because he was going to go into silver sneakers in November 2022 because hed be turning 65. They charged us for the membership annual fee and the monthly fee on July 22 of $59.98 and continue charging the $144. Finally a new fitness manager showed up and asked us if we would sign another contract For once a week which would be $ 152 twice a month If they refunded two $144 charges on our account and he stated he would also refund the annual fee and monthly fee until November and we agreed on that along with the two $5 guest fees would be refunded which we had no idea were even on my husbands account and being charged they never mentioned that. We thought everything was OK until we just recently got a charge for $9.99 a monthly fee which had been promised would be waived. We also have never seen the $5 Guest fees credited or have not seen the annual fee and the one monthly fee for my husband which was promised to be refunded to us of a total of $59.98. This past week we found out that our personal trainer quit and no ones contacted us about a new fitness trainer and we dont want to start with somebody else. We feel taken advantage of.Business Response
Date: 09/07/2022
****, I see there are two complaints of the same nature. I understand that **** our Regional Vice President assisted you and canceled the PT and the memberships. Glad he got you taken care of.Initial Complaint
Date:08/25/2022
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 08/25/2022 I was charged 76 dollars for fees I was never told about. What is an annual fee? Its a bunch of c*** that I wouldve liked to know about. I went to EOS thinking it was better than LVAC but its not, just a bunch of hidden fees and employees who are liars and hide certain details. I wanted to cancel my membership and get a refund but the manager basically told me to s**** off, and that itll cost 40 dollars to cancel. I am so disgusted with this company. Hidden fees and horrible staff. I demand my money back. You guys are liars and thieves.Business Response
Date: 08/26/2022
******, our Regional Vice President has reviewed your account. We found that you signed up online and it discusses the annual membership fee. We submitted your account for cancellation, today was the final invoice and you will have access to the facility until September 26. Thank you.Initial Complaint
Date:08/24/2022
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 signed up for personal training and canceled writhing 3 days. The contract I signed said that in order to ****** you have to email **************************************** Then they emailed me back saying they cannot cancel the personal training and I have to go tak to the personal training manager. I call and call but he is never available. I followed the instructions listed on my contract agreement in order to get the full refund and would like to know that my personal training contract has been canceled and that I will be getting the full refund.Business Response
Date: 08/26/2022
******, our Regional ******************** has tried reaching out to you via phone and email. We have processed your cancellation and refund. Please allow 7 - ********************************************* your account. Thank you.Initial Complaint
Date:08/23/2022
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 for a membership on 8/8/22. All employees i spoke with the day i signed up were amazing. All very kind and helpful. I mentioned personal training and the fitness manager talked me into signing up for personal training every other week. 2 sessions a month. I agreed because of my awesome interaction with the staff and because i felt comfortable, We scheduled my first session that wednesday. 8/10/22. My session was scheduled for 9am. I arrived at 8:55 when the front desk staff told me the person i would be training with wasnt there yet and to take a seat to wait until he arrived. ***************************************************************************************************************** know they would contact the person who was supposed to be training me to find out whats going on. She comes back to let me know that this person is having car troubles and wont be able to make my session, that the fitness manager would reach out sometime that week or next to reschedule. It was shown to me that they didnt care for my time and that it wasnt a big deal that it was just wasted for no reason. I sent an email to the location general manager AND the district manager stating my complaint and request for cancellation. I havent received a response from either, Ive now been charged a total of $150 for services that were NEVER provided to me even after i emailed the manager and district manager of operations requesting cancellation and giving them a detailed complaint on why. Never received a follow up email, no response or apology and now im super upset, I assumed that emailing my complaint instead of posting it on the internet was the appropriate way of handling this. Now money is being taken out of my account for nothing and still havent received an email back. Very disappointing.Business Response
Date: 08/24/2022
*******, our Regional Vice President was able to get your account all squared away. We have immediately canceled the training and submitted a refund. Please allow 8 - ********************************************* your account. Thank you.Initial Complaint
Date:08/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I started my account on 3/25/21 I was offered pt sessions in August ****************************************************************** Febuary 2022. My account was charged the same rate of 35$ + 84$ for pt for the next 4 months afterwards until June 2022 despite finishing the contract.Upon request to pay off the account, I sent in payments and was told account was closed and paid in total of ***** as of 08/15. However Ive been continuously charged by *** Fitness Solutions for in reasing amou ts since the completion of the PT contract, which has left my savings account in a perpetual state of insufficient fund charges, then overdrawn fees.Business Response
Date: 09/23/2022
******, I see that you spoke with ***** our Regional Vice President he is waiving $588 in past dues and canceled the PT account. So happy the two of you had a chance to speak.Initial Complaint
Date:08/22/2022
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 made several attempts to communicate with someone about cancelling my membership and no one has gotten back to me. I contacted the location I initially signed up at and they continued to share that the manager was too busy and would contact me when possible. The manager never contacted me. I contacted an operations manager via email and they also did not get back to me. As a result, I have been charged for fees that I was trying to avoid as I have stopped utilizing the gym as a whole. I am unhappy about their lack of attentiveness and will not be recommending others sign up at this gym. I would like a refund and will continue to try to contact someone about this concern.Business Response
Date: 08/26/2022
*******, our Regional Vice President left you a voice message yesterday in regards to your account. We have submitted the refund and you should see it reflect in your account between 7 - 14 business days. Thank you.
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