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.
If you've experienced an issue
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:06/25/2025
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 am filing a formal complaint against EOS Fitness regarding a personal training package I purchased in February 2025 in the amount of $1,357.07. The services promised were not delivered, and my attempts to resolve the issue directly with the gym have been unsuccessful. The following issues occurred:I was promised weekly personal training sessions, monthly body composition scans, and meal planningall of which were never fully provided.The assigned trainer frequently canceled sessions, no-showed once, and ultimately could not maintain a consistent schedule.The trainer made repeated negative comments about EOS Fitness and its staff, creating an unprofessional and discouraging environment.Once I was informed the trainer would no longer be available, I declined to restart with a new trainer due to the negative experience.I provided my bank routing number at sign-up to avoid monthly debit card fees, but these fees were still fraudulently charged to my credit card each month.EOS Fitness has failed to provide written confirmation of cancellation or issue a refund, despite multiple follow-up attempts.These actions represent a breach of agreement and deceptive business practices.I am requesting:A full refund of the personal training package A refund of all improperly charged debit card fees I respectfully request the Better Business Bureau investigate this matter to prevent similar experiences for other consumers.
Business Response
Date: 07/02/2025
*****, 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 did work with you as they are waiting for you to end the disputed charges so they can refund $600 for PT and also the $23.99. Thank you. In Health, EoS Fitness.Initial Complaint
Date:06/25/2025
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.
4/28/2025 I started with EOS, excited to start my gym journey. I was roped into ** even after stating I would not have the money for it. $88 but weekly with the promise to cancel after first session if I wanted to. They lied about being able to cancel if I didn't like it. My PT person ***** doesn't even work at EOS anymore. She would stand there and just talk to me. There was no weekly "plan". I advised ** manager ******* that I need my PT canceled I just lost my father in law as well. He told me "no worries we will get this handled." Almost 2 months later im still getting charged for PT.Was also told my june fee was getting waved by the **, that was also a lie. Oh annnnnd your referrals are in club only. I have 3 referrals and they all want to quit and go elsewhere due to the PT ********* sister in law and mother in law were also both promised cancelation and they are still getting charged as well.I like the gym I will still keep going but the PT practice is all bad.Trainers are on their phones while "training people". Leaving their people passed out on the floor telling them "get water see you next week". I will continue to make my own routine and do it on my own like I have been from the start.Business Response
Date: 06/30/2025
Patritia, 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 not only canceled the PT contract but also submitted for a refund. Refunds can take upwards of 30 days at times. Thank you. In Health, EoS Fitness.Initial Complaint
Date:06/24/2025
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 to the EoS Gym on ******* and 215 in ******** on June 20th 2025 so I can work out with my son. They told me about getting me jnto their personal training program which i declined multiple times due to money constraints. $88 every 2 weeks is a lot for me. After almost an hour of back and forth i agreed to 2 sessions for $50 over 2 weeks. To my surprise i got a signed contract in my email about a 6 month commitment which I NEVER agreed to. I didnt even know i signed this contract since they told me i was signing my credit card receipts. ****** has a 3 day cooling off period for health club contracts and these guys sent me the contract i didnt know existed at 11:30pm of the 3rd day! I am upset because i was very clear I did not want this service. They dealt in bad faith by not disclosing it was a contract AND the terms of this contract and lied about what i was signing on the little signature pad. I want out of this additional service contract and my account moved to the Blue Diamond and ******* location, I have not used ANY of the services to avoid being told i have no recourse because i worked out.Business Response
Date: 06/28/2025
Francisco, 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 had already submitted a 3 day cancel for the PT contract which means all money paid on the contract is returned. That was submitting per your request to the staff. Refunds can take up to 30 days to appear on your account. Thank you. In Health, EoS Fitness.Customer Answer
Date: 06/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23510351, 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,
Francisco Gonzalez
Initial Complaint
Date:06/24/2025
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.
On 6/6/25 I had went to EOS due to seeing a $1 14-day trial. I spoke to the General Manager (**), ******* *., who set up my account and got me started with the trial and access. During the trial sign up process we were accompanied with a friend who referred me to try EOS and a friend who bought a day pass.The GM explicitly expressed I would not be charged for the annual fee and monthly rate if I did not choose to continue with the membership. I was not in control of the monitor he was showing me to read any disclaimers or to see them if there were anything as he was signing me up. I was read no verification or disclaimers during this process either and I was not given any prompts or disclaimers to read and accept before paying for the $1 trial. I paid for the $1 trial as agreed on. I found another gym to be better for me so I went on 6/16/25 to cancel the trial and not move forward with joining. I met with the same GM, ******* *., who signed me up and at first he said he couldnt do anything about the upcoming charge due to the system but that he would put in a special request to get the charge off my account and he went into my account and changed the date of my payment information so that the charge wouldnt go through. He did leave my full card number and cvv though, however, he insured me I wouldn't be charged and that he successfully cancelled my trial membership. I was charged on 6/18/25 $92.72. I called their billing which is ran by a different payroll company and they informed me I actually never canceled with them and was due to pay for next month on their most expensive plan. The billing company was able to cancel my membership but would get back to me on the refund. They said 2-3 Business days and it has been 4 with no phone call or refund. The business itself has not tried to accommodate my issues and I can never call the actual gym.Business Response
Date: 07/02/2025
******, 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 has reached out to leave a message stating a refund was submitted and that the account was canceled. Refunds do take up to 30 days to appear on your account. Thank you. In Health, EoS Fitness.Initial Complaint
Date:06/23/2025
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 am contacting you regarding a serious issue with two memberships at EOS Fitness ******* (********************************************):My Membership: ********* ********* | #********** My Husbands Membership (Unintentionally Created): ********* ******* | #********** In February 2025, I signed up for a membership using a link sent to me via text by an EOS staff member. During the sign-up process, I believed I was adding my husband as a guest under my plan, not creating an entirely separate membership for him. The website interface was unclear, and at no point was there explicit confirmation or a summary showing I was initiating a second agreement. My husband never signed or agreed to any contract. Only his name and phone number were entered.Despite this, I was unexpectedly charged $96.28, which I reported to my bank as unauthorized. *** staff originally acknowledged the charge as a mistake and assured me I would be refunded. However, I was recently informed that the refund has been reversed, and I am now being held liable for over $111 under my husbands membership. I was also told this may be sent to collections, which is deeply concerning, especially considering that no personal ID, or signature was ever provided for my husband.This situation is a direct result of poor user design and lack of consent verification on your online platform.I am formally requesting the following:Immediate cancellation of Membership #********** (********* *******), without any additional charges or collections.Refund of $96.28, as previously acknowledged to be incorrect.Cancellation of my membership (********* ********* #**********) with no further obligation or penalties, given the mishandling of this entire issue.Please confirm receipt of this message and let me know how you intend to proceed. I expect a resolution within 10 business days.Sincerely,********* ********* ******************************** ************** ***********************************************************************Business Response
Date: 07/03/2025
*********, 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 District Manager worked with you and was able to assist you with both accounts and with the refunds. He's stated that you were pleased with the results Thank you. In Health, EoS Fitness.Initial Complaint
Date:06/23/2025
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 referred 2 people, my cousin and her boyfriend. They have been members for over 3 months. Instead of receiving my 3 free months I got a charge for $80.Business Response
Date: 07/02/2025
*******, 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 and they were able to confirm that your referrals were in good standing for the past 3 months. Since that is the stipulation, our District Manager did waive your next three months of membership. He stated you were happy with the resolution. Thank you. In Health, EoS Fitness.Initial Complaint
Date:06/22/2025
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 returned to this location after about a year of not going. I owed a past due balance, and the employee assisted me in getting the balance paid in order to start a new membership.The employee did not inform me that he was going to sign me up for a person training membership that cost $80+ a month in addition to my membership.Came to find I was charged over $240 dollars at some point, which caused my actual membership cost to decline.Called the location and they informed me that the employee had signed me up for a personal training membership which I told them I had not been informed of. I was told I was paying a previous balance to resume my membership.They told me they would get back to me to help. Over a week later and nothing, so I called again and this employee told me I needed to put in a form online. I did that, and again over a week later nothing. So I repeated the form and again nothing after over a week.I have a friend and a neighboring location who informed me this is a common practice by people at the location Im at. They will sign people up and not inform them to boost their numbers and hope they dont notice.This place owes me like $300 dollars, and I cant even get a response.Business Response
Date: 06/28/2025
Nicholas, 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 3 days prior to you submitting this BBB complaint, the team had already submitted to cancel the PT contract for you and refund all monies paid on it. Refunds can take up to 30 days to appear on your account. Thank you. In Health, EoS Fitness.Initial Complaint
Date:06/20/2025
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.
Hi!Charges were made monthly from 7/16/24-4/8/25. I joined the Eos gym ****************************************I went in for a free personal training session and signed up for four months of half hour sessions a week. I asked to combine the half hour sessions to make an hour and was told that wouldnt be a problem. There are two contracts. Im not sure which one came first they are on the same day, I was not made aware of the additional charges, I provided my signature for a change from a half hour session to a one hour I didnt receive a copy of these until May 7 of 2025 when I asked for them. I attended a total of 10 sessions from 9/18 through 12/10. With two different trainers. It just wasnt working out.Starting on 11/25 I was communicating that I didnt want auto payments when I still had unused paid sessions and wanted a refund for the unused sessions. All of the charges continued. I paid a total of ******* in personal training fees, I used $440 of this in sessions. I feel I am owed from personal training a total of *******. There is a total of $1935.94 in overcharges. I was unable to get anyone to respond to texts,phone calls, emails & stopping by in person to help me cancel personal training which finally stopped on March 10. I could not cancel my Gym membership until the personal training membership was canceled so incurred extra charges with that as well. I have a log of all of those who Ive spoken to, and emailed with and texted with, all of which either ignored me, didnt respond, or said theyd help me and then ignored me and didnt respond. I called almost daily for two weeks and finally was told by the person who said they could help me that they couldnt help me and nobody else could either. Ive sent sent another email with no response by any of those and management.Also worth mentioning the contracts dont match what Ive been charged.Business Response
Date: 07/02/2025
*****, 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 on your account and stated you provided 30 days notice on 11/25 hence you will be refunded charges in January, 3 invoices of $88 and 3 invoices of $60 totaling $444. Refunds do take up to 30 days to appear on your account. Thank you. In Health, EoS Fitness.Initial Complaint
Date:06/20/2025
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.
Dear EOS Fitness Team,I hope youre well. Im writing to address a billing issue regarding a membership I signed up for about four months ago. I only used the gym for one month before personal circumstances required me to cancel. I attempted to cancel through the *** app, but it wouldnt let me log in and instructed me to visit the front desk.I followed the instructions, spoke with a staff member at my local location, provided my information, and paid the required fees. I was told that my membership was canceled. However, about a month later, I began receiving emails about a past due balance. I assumed this was due to my payment card being deactivated (as I had lost it and received a new one), and since I had canceled the membership and wasnt using the gym, I thought no further action was required.I was shocked to receive a message from a debt collection agency regarding this unresolved balance. This has been extremely stressful and concerning, especially given that I acted in good faith and followed the steps your team and app directed for canceling my membership. Again, I have not used the gym since that first month, and I was assured that my cancellation had been processed correctly at the front desk.Out of concern, I attempted to contact *** customer service multiple times through your official channels but never received a response. I continued receiving billing emails and just recently received a notice from a collections agency. This is extremely concerning, especially considering I canceled in person and have not used any *** services since.I kindly request that you investigate this matter and confirm whether my membership was properly canceled. I also ask that any charges or collections notices be corrected, as I acted in good faith and followed your stated procedures. I am happy to provide any information needed to help resolve this quickly.Thank you for your time, and I look forward to your prompt response.Business Response
Date: 07/02/2025
Munir, 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 speak with you and they were able to collect enough to get you current and they removed you from collections. Thank you. In Health, EoS Fitness.Customer Answer
Date: 07/02/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23499237, 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,
Munir Tidjani Abdelaziz
Initial Complaint
Date:06/19/2025
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 joined EOS Fitness for Personal training. I began personal training. The PT trainer and I had a hard time getting together. I had a lot of health issues pop up. I went in to talk to the ** training to cancel membership which i was told i was unable to do. I was told I could pause my membership which I did. Fast forward I had brain surgery and was told I was unable to go to the gym until completely healed. I was then told by *** that I needed medical documentation. I returned with the letters. I was told ** was cancelled. I saw more charges and then was told it was pending. I continue to have funds directly out of my bank account.Business Response
Date: 07/02/2025
*****, 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 did submit for a refund for the overcharges after 5.28 and one payment of $280 on 5/21. Refunds can take up to 30 days to appear on your account. Thank you. In Health, EoS Fitness.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.