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

  
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  EOS Fitness

  2156 E Baseline Rd Mesa, AZ 85204-6963

  
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  EOS Fitness

  780 Garden View Ct Encinitas, CA 92024

  
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  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:07/26/2022

  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 entered the EOS Fitness gym on July 19th to workout with my ******************************************************************************************************************* Florida on the 7-21-22. Upon our entry, we were hurriedly approached by a manager who asked if my son was on my account. I advised him he was not as of yet and intended in doing so upon our return on July 25th. He told me I must register my son if I was planning on him working out with me that day He then directed me to a sales rep ****** to assist me with the registration. He said I could sign up my son for $1.00 and it would only take 5 mins. I walked to ****** and he began the registration process. At one point during the registration he said the start up fee was $20.00. This was inconsistent with being told it was going to cost $1.00. ****** then mentioned it was only for registration for the next two higher plans (20.00/month plan and more). I told ****** my intention was to register my son for the 9.99/month plan and his response was that I could register him for the higher plan today for $1.00 and when we return from Florida i could come in and cancel the membership and downgrade the membership to what I wanted. At no point during our meeting did he mention there would be a $***** downgrade fee nor did he say I needed to cancel the member ship before three days. My son and I both walked in the early evening of July 25th after we returned from Florida, with the specific intent to cancel and downgrade his membership. It was then that I was notified of the $***** downgrade fee because I did not do so within the three day grace ******* I asked ****** where did he EVER mention anything about a ***** downgrade fee and he admitted I didnt. He also disagreed that he said I could downgrade after my return from Florida. Now I am out ***** annual fee and ***** to cancel. pulled off some shady salesman hidden ball trick. Very poor practice for this gym

  

  Business Response

  Date: 08/04/2022

  ******** I received this from our Regional Vice President. I have canceled the son's membership (blue) immediately and refund all dues paid (enrollment fee), appointment scheduled to re-enroll correct plan type for the son on the ***** membership offering the $1 sign-up fee. Also, waiving 1 month's dues on father's and mother's membership dues as a courtesy in good faith of them being members for almost 5 years and giving us opportunity to correct.

• Initial Complaint

  Date:07/25/2022

  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.

  I use to be a client but my child was not allowed to be in child care because she was to young. I understood the situation and simlpy canceled my contract because I have no one to watch my baby while my being at the gym. A year later I find out that my contract wasnt canceled it was just frozen. I have been getting taxed every month for gym and childcare when my baby is to young to attend. I called eos and they said they could not help me. I would like my full refund of the entire year that I was getting charged please. Thank you

  

  Business Response

  Date: 08/02/2022

  Jardiel,  Your membership was canceled effective 7/26 and you used the gym for 3 months. The team did freeze your his childcare and refund you the months that your child attended.   Thank you. 

• Initial Complaint

  Date:07/23/2022

  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 membership with Eos fitness (****, ** ************************************* location) on February 3rd 2022 by calling in. They said that my account was cancelled and that I would be billed one final time in March for $9.99. On July 5th I receive an email from a collection agency saying that I owe $99.94 to Eos. So, I called Eos and a representative said they continued to charge me every month because my last **** of $9.99 didnt go through. I never cancelled my card so they must have made a mistake. Anyways, they have been billing me every month since then for $9.99, plus a $50 renewal fee. On July 8th I called in to pay the $9.99 that they couldnt charge in March. She assured me that now the manager would remove the rest of the amount ($89.95) from collections. I have tried for 2 weeks to get ahold of the manager through email to complete this. Instead, I have received no response and my credit card was billed $89.95 on July 22nd. Again, I cancelled my account on February 3rd and do not owe these charges. Several representatives did confirm notes in their system that I called on February 3rd and cancelled. Yet, they have only referred me to a managers phone number and email who has not responded. I need to be refunded the $89.95 and my records need to be removed from the collection agency.

  

  Business Response

  Date: 08/02/2022

  ****, I see that the team did refund $89 and canceled the account.  Thank you. 

• Initial Complaint

  Date:07/22/2022

  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.

  I signed up for $20 trial out personal trainer for my son yesterday and I went today to cancel the service because it doesnt work for my schedule and the agent that helped me told me I was going to get an email confirming that the services were cancel. Up to now I Havent receiving anything, this is really stressful and due to the situation I feel like they are not helping, I have decided to cancel my sons and my membership. I feel like they dont let you make decisions about the services you are able to get. This is really bad for this business because now not only the personal training service that I want to cancel but now I want to cancel anything that has to do With this gym.

  

  Business Response

  Date: 07/29/2022

  *****, there is no personal training on your son's account as it was 5 day canceled when requested.  We apologize for any confusion but your son does not have PT on his account. 

• Initial Complaint

  Date:07/22/2022

  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.

  In September 2021 I called EOS to cancel my membership. They claimed to have gone through with the cancelation but then I saw I was still being charged but in fact my account was frozen not canceled. I asked for it to be cancelled, NOT frozen. I called again and an EOS employee again claimed to have rectified the situation and said to me that my account was officially canceled!10 months go by and its July 2022 and Im just now realizing that EOS has charged my account $26.99 EVERY month since Aug. 2021. NOT to mention is **** they charged my account $76.99!! Im out hundreds of dollars from them secretly keeping my account open and active while I trusted their word that my account had been canceled when it never was!! Now theyre saying since it was frozen and not canceled I cant have my money back , which kind you Im owed since August 2021-July 2022 over $346.89 that I have been unknowingly charged by a gym I havent stepped foot in since the previous year. Not only that but because they charged my account that I dont use very much anymore, I was charged by my bank $32.99 to cover the fee I was never expecting and never should have been paying for! Then my account went negative and my credit score took a hit! Why? Because at best, two employees either blatantly lied, or were not trained well enough to execute a simple account cancelation - Twice! And at worst ( and according to the pattern you can see on the BBB reviews of EOS ) this business has a track record for overcharging, and/or secretly keeping unwitting peoples accounts active. I demand a refund for the months I was charged since my September cancellation.

  

  Business Response

  Date: 08/02/2022

  ***** I see that the team did refund your account.  Refunds do take 8 to 12 business days. 

• Initial Complaint

  Date:07/21/2022

  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.

  As seen on pervious post, good luck canceling your membership. I called to cancel after a month after visiting the gym 1 time. I was told it was canceled. 3 months later I was told well "whoops" your membership needs to be cancelled in person. I was then faced with over $150 ****. I then went in person to the gym to cancel explaining my situation. They then told me AGAIN. My membership was cancelled. 3 months later I receive a phone call from collections telling me I owe $260. Keep in mind I visited this gym 1 time on their $10 a month promotion program. I called my "local club" to get this matter resolved as was met by "well I'm so sorry for the inconvenience, we will waive the collection fees, but you still owe $150. Again, keep in mind I visited this gym 1 time. I eventually had to call the corporate number who is still "working on resolving my issue". I now am faced with a $250 fee, or my credit will be hit unless corporate can figure this out and again I VISITED THE THE *** 1 TIME. DO NOT GO HERE. They're a bunch of hungry shady people. This is a hungry company for money and will s**** anyone to get it. Ridiculous if you ask me. I boycott terrible companies and this one will be added to my list. I know several members here and I've warned them all about the unethical practices taking place here.

• Initial Complaint

  Date:07/21/2022

  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 have and continue to have billing charges put on my card despite canceling my Training sessions as of 05/21/22. I have cancelled well over 2 months ago, however every 2 weeks it has been $148 charges. As of 07/12/22, I was finally able to reduce my payment to $88, but I still continue to be charged. Total I have been charged 4x $149 + $88. I have also followed the cancelation procedure detailed in my contract, with no word on when this will ever end. I have been I'm contact with the fitness manager(***********************************) at **********/60 in ****, ** but he has been unable to resolve this issue. And there have been many other issues that they have been unable to resolve in terms of billing, however this is the most heinous of these fraudulent actions I want corrective action taken. I have followed through with their procedure and will no longer tolerate this.

  

  Business Response

  Date: 08/10/2022

  ******, I see that the team did cancel you PT agreement for you.  So pleased there was a resolve. 

• Initial Complaint

  Date:07/21/2022

  Type:Customer Service 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 was receiving personal training at the EOS fitness for over the last year. In early April 2022, my shoulder became reinjured and I was unable to continue my personal training workouts due to the pain and lack of strength and mobility. I had asked my trainer to pause the training sessions as I was awaiting a doctor visit in June to see what happened to my shoulder. I had already been charged in advance for a $60 session on 4/6 which I could not use and then was charged for another $60 session on 4/23/22 after my trainer told me that the sessions were stopped. Due to the severe pain from my injury, I had not been in the gym at all since early April 2022. I asked for the membership to be cancelled gym told me that I could not cancel or have a refund unless I had a doctor's note. The doctor's note was obtained on 6/14 which was the first day I could get in to see my doctor. I sent this to the manager on 6/14/22 and was told that the membership would be cancelled soon after. I also requested a refund for my PT sessions that were charged on 4/6/22 and 4/23/22 for $60 each. Several days later, I received another monthly membership charge through my checking account. I contacted the manager again asking why I was charged after he told me he cancelled everything. On 6/22 the manager emailed me that everything was cancelled, and I would be getting a refund in **** business days. I have not received the refund and have reached out to the manager several times with no response since 6/22/22. They owe me a total of $120 for my PT sessions that I could not use due to an injury.

  

  Business Response

  Date: 08/10/2022

  ********, I see that you did work with the ****** team and the got a refund issued for you and canceled out.  I am so pleased they were able to assist. 

• Initial Complaint

  Date:07/20/2022

  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.

  Cancelled membership within cancellation grace ****** well over 90 days ago, yet they continue to charge my bank account monthly. I have called in several times to correct this issue. ***** the manager told us over the phone the cancellation should have been put in months ago. We were assured this membership was cancelled. Upon seeing another charge on our bank account, we call back in and same story. Now they show a cancellation as of last week. This company is drawing out our cancellation, and collecting membership fees when we do not even reside in the same state any longer. They are fraudulently taking money for a membership we CANCELLED SEVERAL MONTHS AGO.

  

  Business Response

  Date: 08/04/2022

  ******, The general manager at South is handling this matter as I see in the notes. Membership is pending cancel. I understand that you stated said you would email a lease agreement showing you moved in Feb and then the team will submit to refund.

• Initial Complaint

  Date:07/18/2022

  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.

  I signed up for a gym membership of Jan 2022 at EOS fitness and was offered Personal Training sessions, I told them I would sign up for a couple of sessions to get familiar with the gym and I was then informed that I could cancel anytime with a 30 day notice. In the end of Jan 2022, my place of employment had a COVID outbreak so I called to cancel the PT and they said they could put the sessions on hold for 3 months and no money would be taken from my checking account, however as of March 1st 2022 PT payments were being taken out of my account again. I called to get this resolved and to cancel the Personal Training session, I was informed the the money would be refunded and that I can call back in may to cancel the PT sessions. Due to the PT payments continuing to taken out of my account on March 15th I had to call my bank to put a stop payment which cost me $30. I tried again to cancel PT and gym membership and was informed I had a 6 month/ 12 payment contract and could not cancel until this was fulfilled. I was NEVER informed I signed a 6 month contract, I sign a electronic box and they explain what your signing, I never signed a physical contract. I was lied to and tricked into signing a contract for 6 months of Personal Training sessions. I never fulfilled the session I already paid for and will NEVER step foot into this gym again, after being lied to and getting the run around, its left a bad taste in my mouth I just want my Membership canceled, and to not pay another cent, also I would to get refunded for everything I paid for. I have noticed other similar complaints, this place is a scam.

  

  Business Response

  Date: 07/26/2022

  ******, I see that the day before you sent this BBB submission that the team did submit for a cancellation and waived all the back dues on the account.  I am happy they were able to assist you. 

  Customer Answer

  Date: 07/29/2022

  I called EOS in ********* on 7/27/2022 to confirm my Membership cancellation and was informed that my membership will not be cancelled until 8/31/2022 and I will have pay another fee on 8/1/2022. I'm asking to cancel my membership ASAP and do not take another payment from my account since I called on 7/1/2022 to have the membership cancelled. Also I'm asking for a refund for membership fees and Personal training fees I paid in Jan 2022 due to I never fulfilled my Personal training sessions and did not utilize my membership due to COVID outbreaks at work and having anxiety from EOS since being lied too.

  

  Business Response

  Date: 08/04/2022

  ******, the PT is canceled. You paid for PT a total of 4 times. Had past due which was waived,   You refunded in March for one payment of 156 via a check mailed to you. All past due from stopped payments were also waived for you. 
  
  

  Customer Answer

  Date: 08/10/2022

  I still have 2 unauthorized payments of $156 taken from my account on 6/27/22 and 7/20/22, I need them to be refunded as to where I had tried on several occasions to cancelled the personal training sessions since March.