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:04/25/2025

  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.

  We are looking to terminate my husband's membership immediately due to misleading info & false advertising when he signed his contract with rep ******* *** at this location.We are extremely unhappy with EOS/ABC Fitness as a whole & do not want to continue any type of relationship moving forward. This company uses unethical sales tactics & misleading advertising to sell their memberships & other services. When my husband signed up for this gym membership & contract, they offered him the standard $10 a month membership & then the option of personal training which amounts to $88 a month, from what we see on credit card statements. You can NOT cancel this. My husband made it clear to ******* that he could not afford this as we have a baby on the *********** is tight currently ******* told my husband that he could treat this as a free trial & cancel if he is unhappy with the personal training and doesnt want to continue it. From my conversation today with a billing manager whose name is ******, she advised that this free trial is only a cancellation window of ********************************************************************************************************************** the first place. A manager at the club submitted a cancellation request to billing & billing went on to deny this request.When I spoke with the billing manager ******, I asked her if there was a third party present during this contract signing or any type of **************** said, No, that isnt required by law in the state of Nevada so we dont do that. This again emphasizes my statement that EOS/ABC fitness is misleading on purpose to sell memberships & keep members locked in while making the ******************** of it seem more appealing than they actually are. ****** stated that anything said regarding this contract signing is now all hearsay. This isn't very ethical. I sent an email complaint to the district manager at this location & have still not received a response...

  

  Business Response

  Date: 05/04/2025

  Bianca, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. I see that our team did cancel all accounts and submitted for a refund.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:04/24/2025

  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.

  **** fitness manager, mislead me into signing up for the personal training and was never told that I cant cancel the personal training and that I would be in a contract, I have tried to cancel due to the loss of my job and they just keep taking money from my account. They informed me they put it on a freeze and it was never put on a freeze. No manager or general manager will help me. I want to cancel my personal training that **** talked me into signing up for and not giving me all the information I want it canceled and my money back!

  

  Business Response

  Date: 05/13/2025

   Caitlyn, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. I see that our team did contact you and you agreed upon an extended freeze on your account and that you were happy with the results.  Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 05/13/2025

  Yes I did hear back regarding the extended freeze. After all the miscommunication that has lead up to this I do not want to continue the training program. I feel since I was mislead on multiple things that it is only right I get my money back and to cancel the program. EOS is at fault for not communicating things correctly and now Im out on money I needed for my bills. 

  

  Business Response

  Date: 05/23/2025

  ******** i see that the District Manager did reach out to you and confirmed immediate cancel and a refund being submitted.  Refunds do take 8 to 14 business days to process onto you account. Thank you. 

  Customer Answer

  Date: 05/23/2025

  
  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:04/24/2025

  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 had a personal training agreement, my trainer left this location, and I never got set up with a new trainer. This was fine, and I was paying off the remaining balance of $624 for the remaining trainer balance. After communicating with the personal training manager at my location *******, I started making payments to the balance, which I communicated to ****** dad contacted me on 4/13 stating that his credit card was charged the entire $624 on 3/22. I made a payment of $156 2 days after that towards my balance (3/24), and was never told it was already charged off. I also made a payment of $156 on 3/8 towards the balance. I'm so confused where those two payments went. $624 was the full amount he said was owed, and that I would be repaying. If I already made 2 payments, why was the card wrongly charged $624 on top of it not being authorized? Where did those payments get applied to?His card is on file, as he pays for my membership monthly. I made it clear that each repayment for the account that I would be paying would be paid from my card. We never authorized this charge of $624. I already paid $312 so my balance should have already went down, his card shouldn't have been authorized to pay. I never agreed to that. Again, I was set on a repayment plan. So I am not sure where my $312 got applied to? I am out of $312 & my dad had to dispute the $624 on his credit card.I talked to ******* on 4/13 about what had happened, he told me he would call me when he got in on 4/14. I called around 2-3pm, after never receiving a call. All he had to tell me was that, he wasn't sure what happened as he had taken that card off the file, and that he would call the district manager and text or call me by end of day on 4/14. I never received any form of contact or update.I never received answers, no communication. & my account online shows ten charges of $156. which totals to $1,560 . I only paid $156 . And my dad was charged $624.

  

  Business Response

  Date: 05/02/2025

  *****, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. I see that our team  confirmed with you that no further invoices would generate and the past due balance has been waived.  Thank you.  In Health, EoS Fitness. 
  
  

  Customer Answer

  Date: 05/05/2025

  After speaking to district manager, **** *******, he stated my accounts now were up to date, and my balance was clean and paid. My dad's credit card was then again, wrongly charged, for another $400. I have no clue what is happening, or what is getting lost in translation. Please help. My original trainer balance was $624, I paid half of that, and then my dad's card was charged another $400. That is over $1,000 being charged to my dad's account, that was originally $624.

  

  Business Response

  Date: 05/28/2025

  *****, I understand the District Manager spoke with you and explained the account has been canceled but there was a large past due balance.  What they did is waived that past due balance for you so you are now all set.  Thank you. 

• Initial Complaint

  Date:04/23/2025

  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.

  This issue is about the free 1 year membership for having 3 referrals. My referrals were back in April of 2024, you can see that the manager handling this issue is just taking "his" time re reaolve the issue. However one of friends forgot to mention my name as referral, but i was going with her to the gym most of the times and a lot of managers saw me with her. So, back on May of last year I asked this manager about my referrals and he said "we will need approval from Corporate to add her on you referrals but it should be fine because ive seen this person many times, this was back on May.Since then, ive been on the gym and talked to the manager a few more times where he has told me, oh I would handle that problem. Around 6 months ago I moved to a different city so I call the manager and he is never there and when I ask yo receive a phone call back I never receive one, multiple times. I just called today to speak to the manager at the ***** location in ****, now a new girl stating she was a new manager said that she review my account and one of my referrals didnt pay for 3 months and I don't qualify now for the full year, instead just 3 months for the 2 referrals... ive been dealing with this situation for 1 year and a new manager wants to give me the 3 months because of "the reason" she thinks is the correct. So ive lost a lot of talks and phone calls and now this new person with zero help attitude wants to give me something I was told I would receive by the manager who handled this situation since the beginning. Im still paying for my membership, I told the "new manager" to have the manager who handled my case to call me tomorrow april 24th to provide more accurate information. This is a ok gym but the service you get from their promises lack on clear communication and assertive help. I want to get this issue resolved the soonest.

  

  Business Response

  Date: 05/02/2025

  ******, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. I see that our team spoke with you already and updated your billing for you. Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:04/23/2025

  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 for a will crush membership on April 4th, less than 30 days ago. I had 2 welcome work out training sessions scheduled that both got canceled due to no call no shows on the gyms end with the trainers. I was offered 4 training sessions for $20 to make up for this. So I signed a training contract on the Friday the 11th of Apri, thinking it was for 4 sessions at $20(because this is what I was told). Later after I signed, I found out it was a 4 month commitment at $100/ month. I messaged in Wednesday April 16th to cancel the contract because I cant afford a 4 month commitment. I was told to come in when a manager was in, so I came in that Friday (the soonest I could make it personally).The manager said he sent an email to get my contract canceled and someone would be reaching out to get confirmation on the original date I reached out for cancellation. Since I have 3 business days from signing the contract to cancel. I now see an $88 charge on my EoS account for Saturday the 19th for a training session I tried to cancel more than 48 hrs in advanced.

  

  Business Response

  Date: 05/11/2025

  Teana, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. I see that our team did submit for an immediate cancellation and an $88 refund. Refunds do take up to 14 business days to process onto your account.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:04/23/2025

  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.

  My name is *****, and I would like to discuss the problems we are facing. I tried emailing **** ****** who takes care of these issues but never got ********** friend and I went on April 3rd to try the 7-day trial. However, they offered a 3-day trial, so we listened. Then, the manager said he would generously give us a 5-day free trial, not including weekends, since he would be gone until next Monday.We weren't sure if the 7-day and 5-day trials were the same, so we thanked him. I then asked how to sign up for the membership or cancel, as we had to pay $1 to keep the squad pass price, which we didn't want to do but ended up doing.They said we could cancel before or on Wednesday to get a refund. They didn't mention we could cancel at the front desk with anyone or on the app. If I had known that, we would have done so.However, the gym was very crowded on Wednesday; we couldn't even stretch in the turf zone. We couldn't work out, looked for the manager, but it was after hours, so we decided to return early the next day to cancel and left.When I returned, the general manager said we couldn't get a refund but would be charged for the first month and annual fee since one day had passed. I explained the situation and asked about the annual fee, as it's usually charged after two weeks, and we wouldn't be charged if we canceled beforehand. The general manager said *** is different from other gyms, which might be okay, but didn't explain further.I wish they had clearly explained the hidden fees; I wouldn't have waited until Wednesday to cancel. My friend and I like the facility and amenities, but the customer service is not good. I'm not sure how they are managing this location or how the corporate office is still supporting them.I can't pay the first month and annual fee for both of us, as we didn't go after the trial ended, and they don't have records of us checking in on April 9th (Wednesday). I don't need a refund, but please help us proceed with the cancellation.

  

  Business Response

  Date: 04/30/2025

  *****, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. I see that our team has already submitted to waive your past months dues and also canceled out the account for you. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 04/30/2025

  Hi, thank you for the reply. However, I still see my account and my friend (family account or something not sure what it's called) are still pending cancel. It still shows that we have dues of ***** and ****** or something. 

  Member ID: 

  ***** *** ***********)

  Kung Jun *** ***********)

  

  Business Response

  Date: 05/02/2025

  Hello.  Yes, the team submitted the ticket to waive the past dues.  It is canceled but it will take a few days to process, be approved and then cleared by *** our processing company.  You are set at this time as the past due balance is being cleared. Thank you, 

  Customer Answer

  Date: 05/05/2025

  I would like to double check that not only mine but my friend's account is also clear.

  Thanks!

• Initial Complaint

  Date:04/23/2025

  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.

  Subject: Urgent Request: Membership Cancellation IssuesTo Whom It May Concern,I have been attempting to cancel my membership with EOS Fitness since August 2024, but despite repeated efforts, I have encountered persistent and unnecessary challenges throughout the ********** is standard practice for fitness companies to provide members with a straightforward way to manage and cancel their accounts directly through their mobile app. Unfortunately, EOS Fitness does not offer this functionality, nor is there any clear guidance within the app for how to initiate a cancellation.When I visited the *** location off the I-10 freeway, I was advised to cancel my membership online. However, the online process has proven to be extremely complicated and ineffective. Each time I attempt to log in and proceed with the cancellation, I receive error messages stating that my account information cannot be founddespite entering accurate and verified credentials.Additionally, I have contacted customer support via email but have yet to receive any response or acknowledgment.This ongoing lack of transparency and support is highly frustrating and unacceptable. I am requesting immediate assistance in canceling my membership and a confirmation that the cancellation has been processed.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 04/30/2025

  ******, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. I see that our team was able to immediately cancel you membership for you.  You will incur no further billing.  We do apologize that you were receiving an error sign but please know that you account is canceled.  Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 04/30/2025

  I am still requesting a refund for the requested amount above. I am also requesting an additional refund! Eos just charged me again!!! This is ridiculous! PLEASE GIVE ME MY REFUND 

  

  Business Response

  Date: 05/23/2025

  ******, it was great speaking with you on the phone.  As promised, sent an email with you and our District Manager on there.  He has been trying to contact you but to no avail.  He is ready to finalize this matter for you.  Thank you. 

• Initial Complaint

  Date:04/22/2025

  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.

  I am filing this complaint against EOS Fitness Altamesa (**********, **) due to continued unauthorized billing for personal training services totaling $544, charged from December 2024 through March 2025. I canceled personal training in November 2024 in person with my former trainer, ******* ******, and completed the required electronic signature. I was clearly informed that charges would end after November. Despite this, *** continued billing me monthly. My repeated attempts to resolve the issue by phone and in person were met with inconsistent information, lack of documentation, and failure by management to return multiple promised calls. The fitness manager later stated that my account showed a cancellation only as of March 4, 2025, and acknowledged that my former trainer had mishandled cancellations for other clients. I have since confirmed through **** training app that ******* ******* last day at the ******** location was February 3, 2025, raising further concerns about the validity of continued charges under a trainer who was no longer employed at that location. I am seeking a full refund of $544 and formal acknowledgement of the original cancellation submitted in November 2024.

  

  Business Response

  Date: 05/02/2025

  ********, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. I see that our team  worked with you personally and they have submitted for the requested refund.  Refunds do take 8 to 14 days to appear on your account. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 05/06/2025

  
  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:04/22/2025

  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.

  On 23Dec2024 I signed up for personal training at the ************************** facility, agreement number *****. I have an *** Membership in addition to this personal training. Online, my membership agreement includes PT60L1 and PT60UG which are listings for two 16week agreements which were purchased 23Dec2024.Since purchasing my financial status has changed and I am unable to meet the weekly payments on time. I currently have an $870 balance for personal training and an $88 balance for my monthly membership agreement.I have contacted ABC Fitness, parent to the EOS Fitness club on 15Apr and again on 22Apr. I spoke with employee ******. I requested to cancel my membership. I was told ABC Fitness will not cancel my membership because I must first cancel my EOS Fitness Club Personal Training agreements PT60L1 and PT60UG directly with the club.I called the EOS Fitness club on 15Apr and spoke with *****, Fitness Manager. ***** refused to stop the automatic renewal, cancel my membership, or make any changes other than extending my agreement to include additional personal training sessions because I have an overdue balance. I asked that the renewal of the 16 week agreement be canceled because I was not able to continue my training. I was denied.On ***** I sent a certified mail request to cancel my Personal Training renewals and my membership directly to the ***********************************. EOS ***************** will not cancel my automatic renewal because I have an overdue balance. I am not able to pay my overdue balance at this time, and I am accruing additional personal training charges. ABC Fitness will not cancel my membership because of the renewing Personal Training agreements which the EOS ***************** will not cancel, and I am accruing additional membership charges.I am being forced into a situation where I cannot stop reoccurring bills. This is an unfair practice.

  

  Business Response

  Date: 05/11/2025

  *****, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. Our Regional Vice President and our District manager have reviewed your account.  They state we can't waive that past  due because she agreed to a fresh start  with us. So we must consider this matter closed. Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:04/22/2025

  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 am writing to request the immediate cancellation of my membership and a full refund for the charges incurred since January. I originally contacted your team in January to cancel my membership due to personal discomfort with the facility and because I have relocated out of stateI no longer reside in ******* or anywhere on the **********. Despite informing the representative at the time and clearly expressing my intent to cancel, I have continued to be charged monthly. I also called again this past Friday to resolve the issue, only to be told I would need to pay again for April in order to cancel. I find this unacceptable, as I already took the necessary steps months ago and have not used the facility since moving. Please consider this message as my final cancellation notice. I am not agreeing to pay any further charges and am requesting a full refund for the months I was wrongfully charged after January. I trust you will handle this matter with urgency and fairness. Please confirm the cancellation and refund as soon as possible.

  

  Business Response

  Date: 04/30/2025

  Ivy, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. I see that our team did submit a 3 day cancel for you.  Our processing company kicked it back as it was after the three day however it is being pushed back through for you.  Which means the account will be canceled and all money returned.  The ticket submitted is waiting final Regional Vice President approval. Thank you.  In Health, EoS Fitness.