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:08/22/2022
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.
In August 15 i was contacted my the Vice President of Eos fitness stating that he was going to do an immediate cancellation of my Pt and gym membership for not obtaining the services and i was going to receive a refund of $536 however i have yet to receive that refund and they are still charging me the gym membership it is very frustrating when you think that something has already been resolved and it has not.
Business Response
Date: 08/24/2022
*****, I am so glad that you were able to connect with our Regional Vice President. We have immediately cancelled your membership and have issued you a refund. Please note that refunds can take 8 -14 business days to reflect on your account. Thank you.Customer Answer
Date: 08/24/2022
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:08/19/2022
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.
After joining this gym again with *** on August 3 2022. I was sign up for personal training session with ***** ( I think that is his name )and I was offered another session. (I wanted a copy of my contract but still havent received it. )After my first session I had to cancel due to my job promotions which would involve traveling and lack of time . So basically all together I was only going to cancel just my personal training because I wont be able to utilize it.I have already called the EoS location on Pecos to cancel with the trainers and I kind of been put through the loop. I have not been able to go in person because I am not in state at the moment. After checking my account I was charged two payments within a day of each other . One payment was for $76 and the other for $88 on August 17 and August 18. I honestly feel like Ive been deceived after this and need my whole membership canceled. And need a refund asap. *** even tried contacting *** via text and still no response.Business Response
Date: 08/30/2022
Cameille, our Regional Vice President of Fitness ***** has tried reaching you on multiple attempts. What we have done is canceled out your account and refund 2 personal training invoices. Please allow 10 - ********************************************** your account. Thank you.Customer Answer
Date: 08/30/2022
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:08/19/2022
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.
After signing up for personal training , I arrive to attend my first session. The trainer never actually showed up. I waited and texted them at the number they had texted me at to confirm. No reply. I contacted the manager ****** via email in the suggestion answering phones. I asked to cancel and be refunded since they didnt show up. He replied that he would work with the fitness manager to get things resolved. I proceeded to get automated emails about training sessions. ****** never got back to me despite multiple emails. Nobody that could help me was ever there when I stopped in or called. I proceeded to put a dispute on that charge, which in turn stopped them from being able to withdraw auto pay for my monthly membership. I have them my banking information to continue paying my regular monthly membership. They then took out $265 dollars for personal training from my bank account. This was supposed to be cancelled and refunded and now they are taking more money. Again I called, multiple times, the fitness manager was always busy and never returned my calls or emails, so I again started a dispute with my bank for the $265 from 8/9/22. I just want to make sure these personal training charges Stop and the original $88 dollars and the other $265 get refunded. And get an adult in to to that location to manage your people and make sure things get done properly.Business Response
Date: 08/24/2022
****, I am so ecstatic to hear that our Regional Vice President was able to get your account taken care of. We immediately canceled your personal training and submitted your refund. Please allow 8 - ********************************************** your account. Thank you.Customer Answer
Date: 08/24/2022
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,
*********************
Customer Answer
Date: 09/12/2022
I accepted the response from EOS, however, when I logged onto my bank account today there are 5 pending charges for $88 each for the personal training, so obviously the situation has not been fixed. What do I need to do from here?Initial Complaint
Date:08/16/2022
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 for a membership with EOs fitness in ******** Florida in April/22. I had also included personal fitness 1 hour/week $150 charge twice/month. I did that for about 1 months then I had to move. I went to EOS spoke with manager, showed my lease agreement that I was moving and I was assured everything was going to be canceled. Unfortunately I did not receive anything in writing or emails with the confirmation. Weeks went by and they continued to withdraw the $150 biweekly and the membership fee from my account. When I finally realized that was happening, it was equal to 6 personal trainings charges without the training(because I had already moved). I contacted *************************, district operations manager to discuss what was happening because the employees in the ******** facility were giving me the runaround and not solving my problem, or not communicating at all as to why those charges were still taking place after I had canceled my membership due to moving. Then ***** advised that I was still in an area where EOS was located and my membership had to be transferred. At the time I did not have a problem, but the facility was still in construction, to be opened in July. I thought my membership was being transferred but the new location registered me as a new member with all new terms, with the same personal training package I had in ********. In addition, all the charges started again PRIOR to opening the gym. The opening date was pushed twice to different dates, and continuing to charge my account again, not providing the service. My situation have changed with a lease to pay, I had to put a stop on payments due to my rent. I have tried to reach the manager and ************************* but no one is returning my call. The misinformation is concerning between gyms, employees are clueless and it's a very deceptive business. I don't care about the credits/charges taken(9 sessions), all I need at this time is for this membership to be terminated!Business Response
Date: 08/19/2022
******, I see that you were able to speak with our Regional Vice President of Fitness and resolve your account. The account is being canceled out with a refund. Once the charge disputes are removed the refund can take 8 - 14 business days to reflect. Thank you.Initial Complaint
Date:08/16/2022
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 July 29Th I signed for a supposed 30 day $1 trial to experience the EoS brand. I have been loyal to Las ******************* since ****. looking for a cheaper option to work out I decided to stop by in Eos and asked about pricing. my main need is child care during my work out days, with this goal in mind my 7 year old daughter and me tour the facilities. the EoS (Club#****) employee went through the option with me and for his answers it seems the black membership was my option because include the **** care on it (for my understanding for a question asked to the Eos Employee) when he was making me sign the paperwork something was different, He never told me About a $49.99 fee until I already signed it (membership #****-64870), also He never mention that the kids facility is an additional fee per month in top of my monthly fees. this wasn't mentioned to me before the signing. MAYBE my English is not good enough to understand the EoS employee but I feel that was push to get the trial with the impression that I could cancel withing 30 days no questions asked. on 8/16 I decided to cancel as LVAC option still the cheapest for a Family men that is looking for cheapest way to work out. Now I will need to pay $77.98 for canceling the commitment that I was LIE about. for me a father of 3 kids and only working person in the family I feel cheater and lie to. is incredible that big corporations employees people that just want to take advantage of poor working classes and LIE to them went they can not read English and agreements.Hope I can resolve this matter and cancel my a commitment that I can not afford.Business Response
Date: 08/17/2022
******, the Regional Vice President has submitted to cancel the membership effectively immediately.Customer Answer
Date: 08/18/2022
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:08/16/2022
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 In to sign up for a basic membership & was told I would Receive a few introductory Personal Training sessions when I signed Up for free. Basically to show me how the equipment works and basic fitness information. I had no idea they were going to charge me $156 every 2 weeks ($312 a month). I tried Resolving w the trainer who said I need To talk to DArtagan, I phoned several times and he never returned my call. I was ***************** and told the personal trainer to freeze my account. To date theyve charged me $780. I went into EOS to speak to the manager and once again, he was unavailable so now he responded via email and refused to refund my money! I explained I did not agree to any personal training fees and was unaware that the guy who signed me up ***** mislead me and was fired for misleading and lying to new members. I would Like EOS to refund all of my money. I attended 3, 30 min sessions and was unaware they would be charging me for these introductory sessions. Very disappointing! Apparently there are others that this has happened to as well.Business Response
Date: 08/18/2022
Davney, I see that the Regional Vice President of Fitness did connect with you and is providing a refund and also canceled the Personal Training contract for you. Thank you.Initial Complaint
Date:08/15/2022
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.
Good Evening, I joined the personal training program a little over a week ago. I had what was supposed to be my starter session with ***** on Monday . She went over basic questions but we never went over assessing my current fitness levels, movement assessments, Which are listed on the website. Just was told she would be leaving at the end of the month and I would be moved to ******. We ended after 17 minutes with her saying that we still had 10 minutes so I should go walk on the treadmill inclined for 30 minutes. Now I just had a baby 3 months ago and told her I had not been to the gym in years as I had issues with my thyroid. After that initial starter session, I had another appointment where I had asked for another trainer. Because I complained, she started me with a workout that was not for a beginner and meant to hurt me knowing I had knee problems. I again asked to switch trainers. The manager switched me, the canceled the appointments and put me back with Tylor. I called to ask why and was told the trainer they put me with was having to take over 2 trainers clients plush is penang could not commit to twice a week but could out me on one day that I could not make. I said that was not acceptable and that they have not lived up to their part of the contract. I never got a workout regimen, an actual starter session, nothing of which they were supposed to do and after since it was the first week, I no longer wanted to continue with personal training. They are now telling me they can only give me 2 free sessions (which should be 4 since they don't have me down this week) and will not cancel because of the 6 month contract that they did not live up to unless I get a doctors note to discontinue something that they completely botched.Business Response
Date: 08/18/2022
*******, I see that the ***************** team immediately canceled your PT and refunded $163. ($144 and $19). Refunds do take 8 to 12 business days.Customer Answer
Date: 08/18/2022
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:08/15/2022
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 was pressured into a contract, company stated I was able to cancel at anytime, when I contacted the business about canceling the contract: they refused to cancel and stated it will continue to charge my account for six months without any considering me or my situation. I want to stop the payments of my account & I never attended any personal training sessions, I want a refund for the service I did not use and do not want.Business Response
Date: 08/15/2022
******** the ******** vice president canceled the agreement immediately and is refunding the payments. Thank you.Customer Answer
Date: 08/15/2022
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. Thank you for the timely response and consideration of my resolution. I greatly appreciate your attention to my urgent matter and your help.
Regards,
*********************************
Initial Complaint
Date:08/14/2022
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.
In April I called on the phone to Eos ************* for there pre sale I spoke with Nyah the membership counselor to get a membership that included full access of gym and guest access which agreed to 20 dollars + 5 for guest access I agreed to this. Only this. No time in conversation I asked or told about personal training services nor interested I am a PT. When gym open I did complimentary pt session but again declined services on August 11 I was emailed saying I had a balance over 140 dollars I ask why they said I sign up for training in April and said I signed the signature is not mine and I never physically signed anything. This is inexcusable these counselors are not there to verify and I keep getting pass off saying corporate will not cancel or refund because I didnt notify them in 2 weeks from purchase. I had no understanding or awareness I purchased pt. I need help to get rid of this contract. I feel this cannot keep happening to people in corporate gyms. Please help.Business Response
Date: 08/15/2022
*****, your PT package has been canceled with a refund of the down payment. Thank you.Initial Complaint
Date:08/11/2022
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.
Back in April i had signed up for Eos fitness on 51st and olive and was pressured into getting a Pt after telling them numerous time i didnt need one. However i ended up signing up for the Pt and was never seen by them when i tried to go in for my appointment they said he left already and was told they were going to reaxh out to reschedule till this day august 11 5months past now and i still have not been contacted by anyone and every time i call to cancel they tell me im not able to even though i have never seen the Pt because they didnt reach out to me and im being charged 76$ twice a month for a service i didnt receive. Also when i call and ask to speak to the manager they tell me hes too busy with other people so he cant get to me till this day they refuse to refund me my money and allow me to cancel the membershipBusiness Response
Date: 08/16/2022
Rocia, our Regional Vice President did an immediate cancel and a $532 refund. Refunds do take 8 to 12 business days to reflect on your account. Thank you.Customer Answer
Date: 08/16/2022
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,
*************************
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