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

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

  
• 

  EOS Fitness

  39400 Murrieta Hot Springs Rd # 101 Murrieta, CA 92563

  
• 

  EOS Fitness

  3156 Sports Arena Blvd San Diego, CA 92110

  
• 

  EOS Fitness

  7501 W Lake Mead Blvd Las Vegas, NV 89128-0275

  

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:08/11/2022

  Type:Product 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.

  EOS fitness employees were unreachable when I tried to cancel this training program . After the weekend their manager finally called and cancelled my sessions. They are continuing to charge me when Im not interested in the product for the next 6 months bc I did not cancel within 2 days earlier however it is there management that was not available on the phone .

  

  Business Response

  Date: 08/16/2022

  ********* our Regional Vice President did assist and canceled out the personal training contract for you.  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,
  
  *********************************
  
   
  

• Initial Complaint

  Date:08/11/2022

  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 am paying 128$ every two weeks for personal training. the facilities for such are out of order, and i was taught no alternatives. my trainer frequently forgot to schedule me for me next session, resulting in me having 16 unused session credits. i am not satisfied with the service, and i do not wish to keep paying for the service. i have communicated with at least 3 people who have done nothing to solve my issue and conveniently only reach back out to me after the next billing period is paid. The fitness manager ******** admitted me to this morning that my concerns are very common with clients, and they are trying to improve. ive been there 4 months without proper training paying a ridiculous amount of money for a broken gym. im not waiting anymore. im happy to provide you documentation of all communication, as well as my contract that DOES NOT outline what to do if unsatisfied with service. Below is every time I tried to call to get someones email and was told theyd take a message WITHOUT GETTING MY NAME OR NUMBER and hanging up on me. My original email to ******, who I was told was actually ****** so they purposely sent me to someone I didnt need to speak to (I still havent been in contact with ******* My trainer saying he spoke to ***** for me. My follow up email to ****** when I received no response, and his response which solved nothing except how to get more money out of me. My email to the owner Marrki *******, his response, and the text I received following that showing that my concerns were not relayed or heard. Why would the communication back be asking me if I want to schedule my remaining sessions? Its been days since Markki said someone would reach out to me to help. If thats helping me Im never going to get my money back.

  

  Business Response

  Date: 08/15/2022

  Samantha,  Our Regional Vice President stated that a 30 day cancellation is already submitted. You just finished your 4-month term here with the agreement. Our VP did waive the last 2 payments you owe, andyou now have a 0 balance.  This has been resolved for you. 

• Initial Complaint

  Date:08/09/2022

  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 canceled my gym membership with EOS by phone late last year, but somehow this was never processed correctly. I found out months later that my credit card had been continued to be charged for not only the monthly membership fees, but also a new annual fee. After discovering this I called a second time to again cancel and then disputed these mistaken charges with my credit card company. I am now being harassed by ********************* Services," their collection agency, over this so-called debt, which was in fact due to their billing company's error in not canceling my membership correctly in the first place. Agreement #****-08254.

  

  Business Response

  Date: 08/11/2022

  *****, I see that the team did take care of you. Account is canceled effective immediately, refund ***** and remove from collections. Refunds do take 8 to 12 business days to appear on your account. 

• Initial Complaint

  Date:08/09/2022

  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 canceled my gym membership with EOS fitness in UT, the ************** location on 7/3. I went in person and spoke to an associate. He told me I would be billed for July and that would be the end of it. On the app, it said my membership was still active so I called back the following week, and the person who helped me told me to "wait a couple of days for the cancellation to kick in." They took the July payment which was supposed to be the end of it, but the membership still showed active. I called a few more times to verify, and on 7/20 the employee who helped me told me it still wasn't canceled and he would cancel it and make sure I wasn't charged for August. Fast forward to August, they still charged me. I called to ask on 8/08 and they said they had NO PROOF I canceled on 7/3, well they didn't offer proof of cancellation but I scanned in on that day. The person who helped me basically said it wasn't his problem, Apparently, the person who helped me did not enter notes. Ok, well I asked to speak to the manager to see how we could resolve this but I was placed on hold for 25 minutes. This was at 9 AM on 8/9. I went in on 8/9 and asked for proof of cancellation in case they try charging again and the guy at the front desk told me he "couldn't print it," eventually he figured it out. I have call logs from 7/10, 7/20, 7/28/,8/08, and 8/9 on top of actually going in person on 7/3 and 8/9. This has been a reprehensible waste of my time and money. EOS Fitness made a mistake and expects me to pay for it when I did my due diligence.

  

  Business Response

  Date: 08/10/2022

  ******, I went in and ensure you account is canceled which it is.  You'll have no more debiting on your account and I refunded ***** for you to your card of file.  Refunds do take 8 to 12 business days. 

  Customer Answer

  Date: 08/10/2022

  
  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:08/09/2022

  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.

  When I signed my teenager up for personal training I was very excited about the first time experience with a gym. EOs has taken 2 months of profit in the amount of about $1.000. The first session was fine, after that the trainer cancelled after I text him to find out where he was, and the other two times he didn't show up and I got to work out with this other person. The trainer send me a text letting me know that he no longer could be my trainer due to his hours of work and mine. Unfortunately, I lost my full time job and I let the gym know that I was not able to afford payments anymore and after speaking to many many worker, the general manager and the Personal trainer manager twice they said they can only freeze the contract. They are sorry I lost my job but they will not cancel the contract.

  

  Business Response

  Date: 08/11/2022

  *****, I see that our Regional Vice President canceled your account with  no further billing. I am so pleased there was a resolve. 

• Initial Complaint

  Date:08/09/2022

  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.

  Called in to cancel a membership last April. (Which I confirmed you were able to do)No charges for 4 months and then I was charged $67.86 which I wasn't able to dispute since I had no notice before it occurred and didn't catch it until a few weeks after it occurred. Not only that but after they charged me that amount when I called in to get a refund they told me I wasn't able to get a refund and also owed $45 more in order to cancel the account which is utterly insane.I was told on one of the recent calls I made that the general manager has changed since I called and that I needed to call a billing company in order to get it adjusted but they were of no help and told me to call the club.I am seeking at a minimum the $67.86 to be refunded and the ridiculous $45.00 cancellation fee to be removed. I cancelled this membership in April, they are trying to hit me with ridiculous fees and overcharge me way too much for months I was never a member. This is an absolutely predatory and amoral action taking advantage of members especially of the elderly and needs to stop.

  

  Business Response

  Date: 09/13/2022

  Hello, I see that the team did submit for a refund for you.  It does take 8 to 12 business days to reflect on your account. 

• Initial Complaint

  Date:08/08/2022

  Type:Billing 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 got a new debit card in the last 2 months. This led to me needing to update my account at the EoS. When this happened I thought I was fine and at the same time received a charge of ***** which I assumed was my yearly fee. I then received an extra ***** added to my monthly **** this month. I thought I had been mistakenly charged but apparently in the 2 days it took my to update my information, EoS tried to charge me twice, and then charged me an additional $25 dollars each time it was declined. I called to try to sort it out but apparently they just charge people $25 whenever a card it declined. This is a despicable practice that has made me intend to look for a different gym.

  

  Business Response

  Date: 08/09/2022

  Connor, I see what happened.  Yes, the account tired to process and couldn't.  Our processing company applies a $25 NSF, that coupled with your dues was 49.99.  An you are correct, two months later your Annual Rate did process successfully for you that was for $49.99.  Nothing has been dont incorrectly at all but what I have done for you is waived one month at ***** as a customer service gesture.  Hence, negating that NSF fee that processed a few months back.  Thank you. 

  Customer Answer

  Date: 08/09/2022

  
  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,
  
  Connor ********
  
   
  

• Initial Complaint

  Date:08/08/2022

  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 Fitness opened a facility very close to where I live. I saw the advertisement while I was driving, and I decided to go in and get some information. As soon as I walked in an individual came up to me and began talking about the facilities, opening dates, membership etc. I was told that if I become a member, I will only have to pay $9.95 per month. I told them I will register and if I decide to come to the gym I will pay when I come. So, I completed the application for membership and paid with my credit card. I asked the individual who was completing the form for a copy of the membership form since they were using a small machine and I was unable to see anything that was on the screen, he quickly answered "as soon as you get home you receive an email with the application", To date I haven't received any email and this activity took place since May 2022. Additionally, as soon as the individual who was completing the form stood up from her chair a male individual approached me and identified himself as a personal trainer. I immediately told him I don't want a personal trainer and walked out of the facility. Last week I got an alert from *********** my bank, with a charge for $65.08 and $10.84 from EOS fitness which is the fee I was told by EOF personal trainer that was his cost and $10.84 appears to be gym monthly payment with tax. I spoke with *********** fraud department as my card was used for payment which clearly, I did not authorize. I receive a new credit card from ***********, but I am very concerned that I can be billed for a service which I did not agree to and still not in receipt of any membership application.

  

  Business Response

  Date: 08/11/2022

  ********, I see that the Regional Vice President canceled your account and is processing refund.  Refunds do take 8 to 12 business days.  Thank you. 

• Initial Complaint

  Date:08/05/2022

  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.

  Recently, I have experienced a financial crisis, and can no longer commit to the personal trainer contract like I thought I would upon signing it. On July 28, 2022 I asked the manager in person, ******** who was also the one who signed me up for the program, if I could cancel my personal trainer program and he explained to me that my personal trainer contract "is like buying a house or a car" and that he cannot do that. After he rudely explained my contract to me, he said the best he could do is freeze my account. I accepted and walked away.August 3, 2022, I was charged 88 dollars for my personal trainer program that was supposed to be frozen. ******* did not say that the freeze would take some time to kick in, he said it would process right away, as I watched him click away at the computer screen. I called the store, the managers are in a meeting and the front desk took down my information. No one reached out. When I would go to the store he was either with a client, in a meeting or at lunch. When I asked if someone else could help me, I was told only he could help me with my account. Since I couldn't cancel my personal trainer program, all I wanted was the freeze on my account as promised per my contract. Ever since, I went to the manager with my issue, it's like I am no longer welcomed at my home store. Not one person has returned my call besides my actual physical trainer who said that in "his experience, they will charge you no matter what." I have spoken to multiple clients as well who went through the same thing in regards to freezing the account.It's really sad that they force the payments on you with no empathy. I was once a big fan of this place, but I will never recommend this place to anyone else. They do not honor their own contract, which states you can freeze the payments. They will charge you anyway and no one will contact you back.

  

  Business Response

  Date: 08/18/2022

  ****** I see that our Regional Vice President did refund $88 to the card on file and canceled out the account for you.  Thank you. 

• Initial Complaint

  Date:08/05/2022

  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 IS SHADY AND DISHONEST!!! DO JOIN THIS GYM!!In May 2019 I had to return unexpectedly to *****. One of the first things I did was go into EOS on Cactus and ***** to cancel my membership. I thought everything was taken care of. When I got to ***** I asked my wife to call and confirm with EOS that my membership was canceled. They assured her that it was canceled. We trusted the company and had no reason to be looking for unauthorized charges from EOS. Its inappropriate to be victim blamed since I did everything right and EOS did everything wrong.Fast forward 3 years and I find out EOS had been automatically taking money out of my account until Dec 2021 when I received a new debit card with a different number. My wife called again to cancel. However EOS still sent the account to collections. That was the third time we canceled. I did a little researching and came upon the BBB website that had thousands of complaints of EOS doing the same thing to other customers.I see a huge pattern here. I am not the only person this has happened to. If I had known *** was going to charge me after I canceled I would never had signed up with them. *** had no authorization to keep charging me. I would like to get a full refund on the unauthorized charges. From May 2019 to Dec 2021. I would like my name taken out of collections too.

  

  Business Response

  Date: 08/18/2022

  Hello. I see that the ***************** staff did refund ne year.  I am so pleased that ****** our District Manager was able to assist.  Refunds do take 8 to 12 business days.