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.
- 831 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:08/05/2022
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.
Starting in Sept 2021, the gym has been randomly charging me late fees of $25 for at least 8 months and I've just recently noticed it in my bank statements. They claim I had a credit card on file and my bank account and have been trying to pull from the credit card every month and when that wouldn't work, they'd pull from my bank account. I don't know why the credit card would be the new "main card" as I've always had my bank account set as my main payment. So even though they were getting the monthly $24.99 from my bank account, they'd then turn around and charge me an extra $25. I've called the gym and they said to call billing. Ive called billing and they said I have to call the gym. I'm not playing back and forth here, so I'm filing this report. If this is not resolved my husband and I will be canceling our memberships.I've included pictures of my bank transactions below, for example: proof that I paid Jun, July, Aug, but then in Sept there would be a $74.99 charge, indicating a monthly payment of $24.99 plus two $25 fees.
Business Response
Date: 08/16/2022
Rue, the team has submitted to refund that last two service fees. It does take 8 to 12 business days to reflect on your account. Thank you.Initial Complaint
Date:08/04/2022
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, I was given a free personal training session and the director offered another session if agreed to pay the first months payment and from there if i did not like it I could cancel and would not have any extra fees. I did not like the session and I spoke with the director he agreed to cancel it as long as I paid that month. I did. Occurred in April. May I was not charged, June I was charged two payments of $43 which equates to $86. I was charged five $43 payments which equates to $215. Then was charged again in August for $43. I have already spoken to the director and trainers and I am still being charged for a service I canceled in APRIL. Ive tried to get in contact via letter, phone and email. I have not been able to go in person because I am not in stateBusiness Response
Date: 08/15/2022
******* our Regional Vice President canceled your PT contract with full refund. Refunds do take 8 to 12 business days. 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.
Regards,
***************************
Initial Complaint
Date:08/04/2022
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 July 7th I went to join the Eos Fitness club I got the ***** membership. They talked me into getting a personal trainer which was going to be ****** Biweekly I was unsure but they were pressuring me a little so I agreed to it. Approximately 2 days later I called and spoke to *** at the ********* location explaining to him that I would like to cancel the personal trainer because I could not afford it. He told me his hands were tied and I wouldn't be able to cancel. He stated what he could do is lower the price to ***** Biweekly , in which I still stated I was unable to afford it that I did not want the personal trainer. I also explained that I had not gone to any of the sessions so there was no reason he couldn't cancel it. He again stated all he would be able to do was to lower the price. He had me come into the club in order to lower the price. In person I tried explaining the circumstances and he once more told me I was unable to cancel the service, that I still had not used at the time. I called a couple days ago once again asking if he can remove the service because it is causing me extreme hardship and he remained unapologetic and told me basically I'm stuck and he is not willing to do anything to help me. I told him I was revoking authorization for them to use my card. He said without another card on file they will continue to charge my card on file. I've tried calling **************** and the number literally reverts you back to your home club, They claim on their website there is no commitment and we can cancel anytime. That is a very untrue statement. This has caused me so much stress. The guy is forcing me to keep the membership ! Now moving forward Eos has charged my account several times July 20th ***** , August 2nd *****, August 3rd *****. I have had to place a stop on payment as well as cancel my card because my bank stated they are pulling from my bank account as well as my debit card. They should not be allowed to do this!Business Response
Date: 08/18/2022
Starrla, I see that the team was able to waive all past dues and cancel the account for you. Thank you.Initial Complaint
Date:08/03/2022
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.
We cancelled the *** account and have been charged a few times since the cancellation. Multiple attempts were made to request a refund to no avail. ***** with *** stated there would be no problem is getting the refund, however, there has been no refund and ***** has failed to return calls since our last conversation. **Please see the attached document for full details.Business Response
Date: 08/11/2022
Larz, I worked with our Regional Vice President and he states that Nothing has been charged on your account since 3/27 Jordans account was canceled in 2021.Initial Complaint
Date:08/03/2022
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.
Hi I had joined eos fitness personal training program in June 2022 , initially they had signed me up for $276 dollars and told me I would be able to cancel it as well . After a week they had me signed up for upgrades for $120 and then another upgrade signed for $60 dollars . Then they were giving me sessions of 1 hour each 3 times a week . I confronted them and told them I dont want any upgrades and asked them to cancel to which the manager said I need to give a 30 day notice to cancel my upgrades as well . They started charging me $904 a month just for personal training and that too just 3 sessions of 1 hour each . However I have to leave the country for a family emergency and asked the manager and gave him proof of my residence in another country and asked to cancel the personal training to which he had the company cut $904 dollars from my account before cancelling . After that I got to know I have paid for 51 personal training sessions and I wasnt even allowed to use them as the manager told me the *** has deducted that . I just want an explanation and a refund from the company that 1) Do they need a 30 day cancellation for upgrades even when you never wanted them initially ? 2) If the person has to leave the country and has provided proof , still are they charged a heavy amount of almost $1000 dollars to cancel the contract? And upon asking them for proof of cancellation and proof of they charging me that much money the answer I was given was that the company does not provide any proofs .Business Response
Date: 08/11/2022
Hello. I have worked with the Regional Vice President and the Fitness Manager who informed me that you and the Fitness Manager were able to resolve everything. Thank you.Initial Complaint
Date:08/03/2022
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 was a member with Eos gym in ************, ** for 1 year. In June of 2022 the gym put renewal charges for another year for my membership and my son's membership. The gym DID NOT contact us in anyway to let us know they were putting through these charges, When I called they told me it said it would auto-renew in our original contract that we signed 1 year ago. They didn't send any type of renewal notice. I was in the middle of moving to another state when these charges went through. I called and they said they would NOT refund me even though I had not been to their gym 1 time since the auto-renew went through, and even though they do not have a gym location where I moved to, they only give 30 days to cancel and I called on day 32. They keep charging me every month, even though I have called several times to cancel. Every time I call I get some young person who refuses to help me and they are VERY RUDE. This is no way to treat your customers and would explain the companies LOW BBB rating. Please help me to obtain my money back for the yearly renewal of 2 gym memberships at $59.98 x 2 and 1 month of gym fee's at $9.99 x 2 that was charged to my account after I cancelled the first time. Thank you.Business Response
Date: 08/10/2022
*****, I worked with ******* our Regional Vice President and he has tried calling 3 times to hlep resolve. He intends on refunding the account for you. Refunds do take 8 to 12 business days.Customer Answer
Date: 08/11/2022
I have received no phone calls or voice messages from Eos gym or their employees/executives. I definitely would have called them back had I received a message. I would appreciate a name and number to whom is assigned my complaint, this way I can call them directly, avoid any communication issues and get a resolution to the problem. Right now I'm getting a lot of talk and no action. I have been checking my bank account daily and as of today, 8-11-22, I have not received a refund. Please advise. Thank you-Business Response
Date: 08/15/2022
*****, I worked with the Regional Vice President and he was able to provide a refund for you and your add on. Thank you.Customer Answer
Date: 08/16/2022
Thank you for responding to my request. I did speak to a person from Eos Corporate recently that said a refund would be issued. I have NOT YET received that refund in my bank as of today, 8-16-22. I will keep this BBB complaint until I do receive my refund at which time I will mark this as resolved.
Thank you, *****
Initial Complaint
Date:08/03/2022
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 never used the gym and I'm keep being charge for the gym for me and my son membership. I was told by the Representative that we have 14 days free trial, and this was a reason why they schedule the tour with me and my son couple of days later, but the quality of service was so poor, and the gym is not clean.The gym is dirty. I told they on Saturday we will not be using their gym. I was given a cancellation. When I was there, I heard like other Customers had the same issues and the gym was charging them. This must be a common thing for this company to charge the customers like that. Me and my son never used their service I never spent even 1 min using the gym. They have to stop their dirty practices to charge customers.Business Response
Date: 08/10/2022
Violetta, I have worked with the team to discover that you did chargebacks so there is nothing to refund. That money lives with you. And the team did immediate cancel so you are all set. Thank you.Initial Complaint
Date:08/03/2022
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 up for EOS I'm August 2021 and decided to get a personal trainer for 3 days a week. I had an amazing trainer in the beginning, but unfortunately they left, leaving me without a trainer for months. No one reached out to me to schedule another trainer. I called and left several messages and received no response. I had to go to EOS in person to receive any assistance. Following that I received several different trainers whom I worked with less than a week before they were terminated. Again following the same cycle of absolutely zero responses. I currently have over 65 sessions owed to me. I recently canceled my personal trainer contract thanks to ******, but because of the constant inconsistencies I would like a refund for all the sessions that are owed to me.Business Response
Date: 08/18/2022
*******, I see that you worked with ***** and he secured a refund and is meeting with you next week. I am so pleased he was able to assist you.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:08/03/2022
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 entered into a PT contract at EOS fitness on ************************************************************* after being given false and misleading information about concerning services included with contract. Contract included a service called **** HEALTH which is a nutrition program that does meal planning and food delivery. When speaking to fitness manager about contract I specifically asked several times for confirmation if food from service was included at no additional cost and was assured that it was indeed included. After signing up for contract and attempting to use **** HEALTH the food was in fact not included and came at an extra cost on top of bi weekly cost of $88 for the PT contract. I met with manager and signed up for contract on 7/22/22. After discovering discrepancy with service I tried to contact both the fitness manager and their contract cancellation manager several times about cancellation but was given the run around and delayed responses. I also asked for a copy of contract paperwork which they still have not sent. I managed to find an email with a contract form that was sent 3 days after on 7/25/22 although I do not know if that is everything there is to it. There is also appears to be a 3 day grace ****** for cancellation that was not mentioned during my consultation with the fitness manager about the contract. My initial attempts to contact them for cancellation falls within the 3 day window but due to them giving me the run around and delayed responses I was not able to actually get in touch with any of them. The contract I signed up for does not include the services that I was promised based on my conversation with the fitness manager which is why I want a cancellation. I have not used any of their PT services or had any nutritional consultations with the **** HEALTH service.Business Response
Date: 08/10/2022
********, I see that the team did submit for an immediate cancellation of your PT account. So pleased they could assist.Customer Answer
Date: 08/12/2022
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:08/02/2022
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 *******************************.I wanted to lose weight .The weight I gain on a psych med was causing self esteem issues.I got a trainer through EOS .I was paying alot of money.My boyfriend has severe health problems that just got worse.He had issues with eye sight , breathing, swallowing and eating..I can't drive he was my ride over there.Plus I have a psychiatric illness .Being in contract caused alot stress. I gave EOS letters from psychiatrist that it caused me stress and also letters confirming boyfriend condition ..My boyfriend has myasthenia gravis .They wouldn't let me out of the contract. This was really hard with a mental illness.It was really unfair .I have osteoarthritis too and we don't live near a bus line .I feel this is beyond cruel.Business Response
Date: 08/10/2022
*******, I see the team did cancel the account immediately for you. Thank
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