Complaints
This profile includes complaints for EOS Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,068 total complaints in the last 3 years.
- 832 complaints closed in the last 12 months.
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Initial Complaint
Date:07/21/2022
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 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: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.
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