Complaints
This profile includes complaints for EOS Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,062 total complaints in the last 3 years.
- 836 complaints closed in the last 12 months.
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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:07/15/2022
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 enrolled in their personal training program in Jan. and was told that my plan was for 4 months. It was until I received a charge on 5/9/22 after my 4 months that it was brought to my attention that I had to give a 30 day notice. My last personal training session was 4/30/22. I first called EOS on 5/9/22 to tell them I was no longer interested in utilizing the personal training sessions. I spoke to the front desk who then suggested I call my bank and dispute as it would be easier, but that he would note I no longer wanted the service. I then receive another charge on 5/23/22. I called again asking to speak to ******** I left a message, but never received a call back. At this time I reached out to my bank to block any additional charges for the personal training amount until the issue was resolved. I provided updated payment for my regular monthly charges of $15.99, but found a total of $384 was being charged on 7/7/22 for personal training. I went to speak to ******* in person same day to understand why I was still being charged. He mention that he would work to get my payment of $384 returned and provide additional personal training sessions free of charge for the inconvenience. I then again receive a charge for $256.00 on 7/14/22. I call to ask why I am still being charged an why I had not received a refund. ******* then mentioned that he was unable to provide me a refund and that they were back charges for the month my card was blocked from being charged. Since I terminated my agreement I have been charged a total of for service I have not received. According to the 30 day notice, my last day would have been 6/8/22. Since 6/8/22 I have been charged an additional $640. This is extremely bad business practice and cant believe after going through so many people, there has been no resolution.
Business Response
Date: 08/15/2022
Hello. Our Regional Vice President has submitted the refund and it is processed. It does take 8 to 12 business days to appear in your account. He has send an email and left a voice mail but has not heard back from you as of yet. Thank you.Initial Complaint
Date:07/15/2022
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 personal training sessions for 6 months 2 times a week. I was charged for a year sometimes 3 times a week based on my credit card statement. Then when I brought it to the management's attention, they told me I had 22 personal training sessions. I told them I wanted the charges to stop but they never did. Then when I cancelled and gave 30-day notice on June 26th because of it I was charged a renewal fee and a cancellation fee. I want the contract I signed and the history of their accounting. I would like any personal training sessions I did not use refunded. I asked multiple times for the General Manager to call me. I never received a call. I went in 2 times to speak with someone still no return calls.Business Response
Date: 07/26/2022
*****, I see that the team did a billing adjustment and did submit for a refund for you. I'm so happy there was a resolve.Customer Answer
Date: 07/26/2022
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:07/15/2022
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 signed up for a gym membership at the location on ******************* in *******,** but then an emergency came up and i had to move out of state in june. they have still charged me 3 times causing me to go negative in my account when they said it would be resolved and now i have yet to hear from anyone on whats going on with the money they took from me.Business Response
Date: 07/26/2022
Kaitin, I understand that the team is refunding three payments for you. I am so please they were able to assist.Initial Complaint
Date:07/14/2022
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 received a promotional offer from EoS fitness probably 2-3 years ago. I signed up for the membership and then covid-19 hit. I tried to cancel my membership 3x over the phone. Every time I was told it never canceled and was constantly billed. I finally was told to write a written email asking for cancellation. I did this and have proof of the email. I received a text from EoS Fitness today that I was in collections for non-payment. I canceled this with written proof on 10/07/2021. I contacted the gym and they wouldn't remove the collections and were strong arming me to come into the facility for some reason. I refused to pay and was told it was going to collections and that it is just $10. It's not just $10. I cancelled multiple times and was still billed over and over. This company is doing out right fraud at this point. I took a look at the reviews and this is not limited to just me. This is happening to people daily! The manager has no regard for inflation being the highest its been in 40 years and gas 5$ a gallon. Companies like this can't continue to prey on the elderly population here in Surprise/*****************. I will take this to small claims court out of principle and I believe I now have damage to my credit report. I thought I would add my experience here so something can be done to help other people out with this harassment. I have attached the emails I sent and ones I am receiving from EoS. Thank you, ******Business Response
Date: 08/04/2022
******, our Regional Vice President has tried to reach out multiple time to speak with you to help resolve your matter. If he does not hear from you then we will ask to close this BBBB submission. Thank you.Customer Answer
Date: 08/04/2022
Haven't received any emails. Not answering spam calls.Business Response
Date: 09/07/2022
******, I understand that you were able to speak with a team member and he was able to remove the account from collections. I am so pleased there was a resolve.Customer Answer
Date: 09/13/2022
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:07/14/2022
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.
One of the workers lied to me many times even after I explained over and over and over again how I couldnt afford it and they continued to manipulate me saying I could try the pt for a month for only ********************************************************************************************* like Ill give you a two free session and half of supplements until I finally said I would try it for the month and then it came time and I never got to try anything so I was going to cancel and it ended up being a 6 month contract.I went to talk to him about canceling and all he had to say was ooops I guess I forgot to mention that but if we file to have it canceled it will just get denied and so I asked him if he could try and he responded with if we submit its pretty much going to get denied and then proceeded to try and give me two more free sessions and I freeze it but I would still have to pay for the six month it will just delay it so I asked for his supervisor and to see what see if I could cancel it and just got the same its just going to get denied. I cannot pay over ************************************************************************************************************* into the contract.Business Response
Date: 07/26/2022
*******, I see that the team was able to cancel your pt package and refund the payments for you. Refunds do take 8 to 12 business days. Thank you.
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