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

  3005 N Dysart Rd Avondale, AZ 85392-1203

  
• 

  EOS Fitness

  2156 E Baseline Rd Mesa, AZ 85204-6963

  
• 

  EOS Fitness

  780 Garden View Ct Encinitas, CA 92024

  
• 

  EOS Fitness

  77900 Country Club Dr Palm Desert, CA 92211

  

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:07/28/2022

  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.

  Agreement # ***** To Whom This May ********* move to area in November 2022 and I want to joined a gym. The *** was under construction and during this time there was a special enrollment. The **** members was $7.99 monthly but, when I meet with the sales person, they advised me the **** membership does not include any following features;MOVEoS Cinema Swimming Pool and ************* Fitness Classes Yoga Classes Cycle Classes Separate His and Hers Sauna I was told If I want access to these additional features, I would need to signed up for the BLUE membership for $18.99 which is regular $21.99 and I did Today July 28, 2022 I need to update my payment method. When I went online to find the phone number for customer service, I saw the **** member has access to all features I originally wanted back in November of 2021 at lower price of $9.99. I call to gym and was told that I would need to come inside and speak with manger.I arrived at 4:30pm and when I explain the issue to ***********************, he told me there was never a promotional rate on the **** membership. I told ***** that wasnt true because I never would have paid more for the BLUE membership that had the same features at lower price. ***** became very aggravated and aggressive. ***** began to speak loudly (in front of others gym members) and call me a lair. To ease the tension I ask to change my membership to **** and ***** says there will be a fee of $49.99 which he wont waive.I felt *** taking advantage of me. The did a bait and switch and fail to do what is write by there customers. *** and ***** should have offer me the promotional rates for the **** member giving I was an early gym member. If he couldnt do that the Bare Minimum, would been to wave the fee.Also ***** was very rude and unprofessional. He didnt have to be aggressive and raised his voice. If he wasnt capable or didnt have the authority ***** should have step aside and and provide me the phone number to his manager.

  

  Business Response

  Date: 08/04/2022

  *****, our Regional Vice President advised me that we didnt have a grey membership at that time as we were in presales and it was only a basic option that didnt include those items/amenities. When you signed up online at that time it would have shown Basic pricing. I understand that you are already pending cancel and our team member did waive his 30 day cancel notice so there are no further payments. 

  Customer Answer

  Date: 08/04/2022

  That incorrect and I didn't sign up online I went in person. There where GREY membership available and you can double check with Manger who didn't help or assistance manager. The phone number there is *************
  

  Is there no reasonable outcome accept for me to cancel the membership?

  Is this how you treat your customer?
  

  

  Business Response

  Date: 08/15/2022

  *****, our Regional Vice President has dropped your dues to **** and changed your plan type to basic.  Thank you. 

• Initial Complaint

  Date:07/28/2022

  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.

  When i signed up for this gym i was read a script insanely fast( because they were backed up), and the guy advised me he was the manager. So i was lead to believe that he would be the one solving my issues. I then asked told him i had prior issues canceling and he said no problem come get me. During the sign up youre advised you can cancel anytime. But never says within 30 days. So they have a sign up promotions where you pay $1 and get 1 month free but they bill you at 2 weeks and dont mention the 30 day cancellation because its on paper. Frauding for sign up memberships then if you cant pay it they continue to bill you? Then send it to collections? Scam business practice. also that manager was the assistant manager. Now a $1 charge turned into a $400 collection. Is this how you keep the business running during hard times? Happened at *************************************************

  

  Business Response

  Date: 09/02/2022

  ********, our Regional Vice president has removed your original account from collections and that his new account was tagged for cancellation under the terms of the agreement which is a 30-day cancellation.

  Customer Answer

  Date: 09/02/2022

  it should have never been in collections since i made my payments. I want a refund for the $72.** Ill eat the nsf with my bank. You skimmed over important information. GUARENTEED cancelation but i had to go this route. 

  

  Business Response

  Date: 09/08/2022

  ********, unfortunately our District Manager, ***** has not heard back from you after his multiple emails and phone messages.  He was trying to get a better understanding of your situation so he in turn could coach staff to make any corrections.  When you signed up on the new plan, there was a 14 day free option and not a 30 day free option.  Also, by you signing up on that new plan, it was a forgiveness option for the account that was in collections.  ***** took you out of collections and waived all past dues.  The $400 dollars you reference was a swift funds (collection agency) fee.  However you never paid them because ***** took you out of collections.  Had ********************* from you then he could have made more strides but we will not be refunding you for the membership that you chose to sign up for to help wipe out the membership that was in collections.  We will close out this BBB.  Should you decide to email or call ***** back then he will still be able to work with you. 

• Initial Complaint

  Date:07/27/2022

  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 signed up for a personal training contract with this gym. In July ******************************** person and my email. Over the next few month I continued to be charged for personal training sessions. I tried many times to resolve the issue in person and over the phone but was alway given the run around. In October of 2021 I filed a dispute for this charges with my credit Union who ruled in my favor and refunded the funds. In late May 2022 I returned to the gym to reactivate my membership. At this time I asked the sales representative if I owed any money to the gym and they said nothing of charges for a personal training contract. At that point I believed the issue to be resolved and gave then my debit card. A few weeks later I received a charge to my debit card for $1,900. I have tried to resolve the issue multiple times with the gym but I am again being avoided and ignored. I would like my money back immediately.

  

  Business Response

  Date: 07/29/2022

  ****, I see that the team did submit for a $1,880 refund for your personal training.  We apologize for any confusion on the agreement.  Thank you. 

  Customer Answer

  Date: 07/30/2022

  I was mischarged by $1,900 not $1,880. 

  

  Business Response

  Date: 08/02/2022

  ****, my apologizes.  I mistyped.  I am looking at the account and it is not $1880 but $1890. 

  Customer Answer

  Date: 08/08/2022

  
  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:07/27/2022

  Type:Sales and Advertising 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.

  On July 22, 2022 I went into the *** on ******** and ********* in ********, ** for a tour of the facility. I ended up choosing to sign up for the **** membership level. Without any explanation, the consultant I was talking to starting setting up personal training and I signed an agreement and paid $79. Later that day, I reached out via email requesting to cancel due to feeling pressured into signing. At this point I had not yet received a copy of my agreements. On July 24th I went in person to cancel since I had not heard back from my email, and was told that they could not help me and I would have to come back and speak to a manager. I did not received a copy of my agreements until July 25th, three days after signing them and calling back to request them. For the next 3 days, I called the facility a total of 13 times, each time being told that the manager was unavailable and to call back later. Because of this, they pushed me outside the grace ****** for cancelation for a full refund. I would like the company to cancel my personal training sessions (I do want to keep the **** membership) and refund any all fees associated with the training.

  

  Business Response

  Date: 08/04/2022

  Orianna, I have worked with **** our Regional Vice President and he states that the team was able to assist you and resolve your matter for you.  I am so please the team jumped in.

  Customer Answer

  Date: 08/04/2022

  I still have not received a refund for the $79 in fees I paid.

  

  Business Response

  Date: 08/15/2022

  Hello.  Our Regional Vice President has submitted for the refund and left you a voicemail recapping the resolve to your need.  Thank you. 

• Initial Complaint

  Date:07/27/2022

  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.

  On Monday July 25, I spoked with **** (the general manager) of the *********************** EOS fitness location. I had previously checked out the gym and even though they have leaks literally all around the gym. I thought I can work around that and give it a try. $1.00 enrollment fee, 30 days free and $15.99 a month. That was the agreement and I was still receiving emails (yesterday July 26) to not miss out on the deal they had. I had told **** my daughter was going to call and take care of it for me. She called him yesterday and was charged $20.00 instead of the $1.00 that was agreed. When I called him to question him about it, he said Whomever was in charge of the gym decided to change it at the last minute. I told him that was shady and he said he couldn't do anything about it. False advertisement is shady and this business needs to honor what they are promoting. Today they changed it back to "$1.00". The one in charge running that location is **** himself! There is No supervisor. He is the general manager of the gym. I am requesting an immediate cancellation of my membership and for my daughter to be refunded the $20.00 enrollment fee she paid for immediately!. Lying and playing shady will never gain you a good reputation. I will never recommend this gym or any EOS fitness to Anyone. Whomever is allowing this business to run needs to seriously be question why? DO NOT TRUST THESE Gyms! They all need to be investigated.

  

  Business Response

  Date: 07/29/2022

  ******, I believe you may have signed up online if I am correct.  No matter, the team has canceled the account for you and submitted for the refund.  Thank you 

• Initial Complaint

  Date:07/27/2022

  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.

  I went into this business a month ago to try and gather information about their membership rates. After meeting with a "client adviser" (no idea the official title) and the general manager, I told them I did not want to pursue a membership at that time and wanted to do more research on other gyms in the area. The general manager gave me a verbal contract assuring me a 7 day grace ****** that any time during the seven days I could come back in and would receive a refund for the initial $20 down with no further payments being pulled from my account. I went back in a couple days later and cancelled my account because I decided to sign up with a different gym. Over the course of the last month, I have had to return to that facility 3 times because they had not refunded me my $20. Not only that, I had a sneaking suspicion I would continue to be billed for their services. Sure enough, today I check my credit card statement and they have proceeded to charge me $65 for who knows what. This is unacceptable. Not only a complete waste of my time spanning multiple days but also borderline fraudulent. And borderline is me being generous.

  

  Business Response

  Date: 07/29/2022

  ******, I see that the team did rectify the account for you and canceled it along with a refund.  We apologize for any confusion. 

• Initial Complaint

  Date:07/27/2022

  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.

  On the 1st and 15th of July I was charged $76, coming out to $152 in a single month for a personal training service that I had told them to cancel multiple times. I am not in control of this subscription, they are the ones I have to talk to inside the gym to manage it. I had asked a desk worker for my subscription to be cancelled. He told me he wouldn't be able to do such a thing without his manager, and so he told me he would let the manager know and that I didnt have to worry. Weeks later I noticed I was still being charged for personal training sessions which is when I decided to call them and ask for them to cancel it right away over the phone. They then tell me We can only cancel it if you come in. I decided, alright, if this is what it takes to stop them from draining my bank account once and for all, Ill do this right away. I went to the gym the same day and met the manager who told me he would pause the subscription and switch me to a simple monthly subscription of around 10 dollars. After this, I was happy to no longer deal with these $76 dollar charges. That is until just today, I had opened my bank account activity and noticed these charges on the 1st and 15th of this month. Im currently still trying to reach out to the manager, but Im sure h*** once again tell me that theres no way to refund these charges, so I've decided to file this complaint in advance. This is essentially now a scam, and now that its starting to critically affect my life, I would totally be willing to *** this business a reasonable amount for maliciously eating away my finances.

  

  Business Response

  Date: 08/10/2022

  *****, I understand that you work with ************** staff and the club staff and they explained the package and term to you.  They stated they placed a freeze on the account for you and made you aware that there are 4 more invoices left and then they will cancel the account for you. 

• Initial Complaint

  Date:07/27/2022

  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 signed up to EOS fitness ****************************************************************************** before COVID. Was paying ***** a month for membership. Plus $180 twice a month for trainer. Used all my sessions. February 2022 was the last one. I then canceled my membership as a happy customer. Four months go by I noticed my bank account went negative. EOS charged me ***** per month and 180 twice a month for 4 months. I brought it to their attention. They admitted their at fault. Cancelled my membership. But now refuse to give me my money back. I have called many times since June 1 2022. Every time I call they never put a manager or gm on the phone. Front desk says they are always busy, training or not available find that odd after calling 20 times. Nothing has been done. No one ever calls me back. No manager is taking it serious. No one from corporate or anything. This is absolutely ridiculous how this is being handled. Now here I am. Because I cant find a customer service corporate number. I want my reimbursement of $1300 back! Im tired of waiting and shouldnt have to wait for this matter to be handled! I want to pick up a check or have it put back in my account! ***** the PT manager contacted me said in June 2022 it would take **** business days. Its now July 27 2022. I have received NOTHING!

  

  Business Response

  Date: 07/29/2022

  ****, I see that the team was able to assist and they are refunding $1980.  This was submitted on July 26.  So pleased there was a resolve.  

• Initial Complaint

  Date:07/26/2022

  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 went to this gym to request a 7 day trial membership. I was told upon entry that for just $2 I could make it a 1 month trial membership and that I could stop at any time. They hustled me through electronically signing some things without giving me a chance to read anything and just telling me one line summaries of what it was (which turned out to be lies). Less than a month later, I emailed and asked them to cancel my trial so that I would not be charged $60 for the next month. They charged the $60 anyway and insist I signed saying I would pay this $60 for this membership, and refused to refund. They then said that to cancel my membership, I have to go in person, when clearly online it says I can email or call to cancel. I have dealt with the same employee every time, Nic, and while he has been nice he was the one who hustled me through signing and lied about what I was signing for. The $2 initial membership was a $1 activation plus a $1 fee for the month. So how could I possibly be on the hook for another $50 activation fee ($50 activation plus $10 for a month is the $60). This just doesn't make any sense and I was never properly informed and I've been lied to repeatedly. To make matters worse, I went with my girlfriend to get this membership and so I'm on the hook for $120 of which I was never told I'd have to pay, nevermind the fact we both tried to cancel before this due date.

  

  Business Response

  Date: 08/04/2022

  ******, we apologize for you experience.  Our Regional Vice President has stepped in and is course correcting.  Please know that the accounts are canceled and I see that you did a charge back so nothing has run through. Appreciate you working with us while we corrected this matter for you. 

• Initial Complaint

  Date:07/26/2022

  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 first signed up for EoS fitness, I was pushed to join the personal training program. Even though I had expressed my concerns regarding my availability, as a single mother, I still felt a little coerced to purchase a program. The first two trainers I was scheduled to meet with never showed up. I was given a free complimentary session, but I contacted the (3rd) PT and let him know that since times weren't working out, that I wouldn't be able to continue the training. This is when I received my 1st charge even though it should have been free b/c it was a gift for the trouble with the first (2) PTs that did not communicate with me.At this point, I was also not informed that I would still be charged for the personal training. Months later, after emails and phone calls to the front desk, I was told over phone July 25, 2022 that I signed documents stating that I was obligated to a three month period.After expressing a desire to end the sessions due to not being able to find a trainer to meet my schedule, I was not informed about the three month obligation. Even if the employees were not obligated to remind me, certainly when I reached out formally through email and explained my confusion over the continued charges, that would have been the time to explain to me the stipulations, that would have been the time to get me back in touch with a personal trainer so that I could at least have the option of continuing the services.I found a phone # through pissedconsumer.com and calling it got me a call with the operations director, but it still took another week before someone finally talked to me about the issue, and when they did, I was told I was still obligated for a final month. I was never offered a new personal trainer, and EoS still wants to keep charging me for a service I literally cannot even utilize because I have no personal trainer assigned to me. When I call this # from PissedConsumer, no one answers ever. This is the EoS off ***************** *****

  

  Business Response

  Date: 07/29/2022

  ******, our Regional Vice President canceled your  PT immediately, and waived the past due payment. You have 18 sessions available to use. I understand that ******** our Lead PT has spoken to you about getting reassigned to another trainer.