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

  8440 W Thunderbird Rd Peoria, AZ 85381-4803

  
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  EOS Fitness

  1840 E Warner Rd Ste 111 Tempe, AZ 85284-3445

  
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  EOS Fitness

  5070 W Olive Ave Glendale, AZ 85302

  
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  EOS Fitness

  1 E Washington St Ste 250 Phoenix, AZ 85004-2497

  

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:04/21/2025

  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.

  In 2024 I joined Eos Fitness *********, paying ***** per month. Shortly thereafter I had a "welcome workout" where they attempt to push you into purchasing extra personal training. I did decide to give it a try since I had understood the contract to only require a certain number of sessions before you are able to cancel. I had a great trainer who was able to accommodate my schedule, but he left Eos upon graduating from college. He had transferred me to another trainer who was not able to accommodate my schedule but we managed to find a workable time for a period of time, then she left Eos fitness as well. Upon her exit she had indicated she would transfer me to another trainer but that did not occur. I asked at the front desk, the personal training desk and even spoke to someone claiming to be "in charge of the personal trainers".No one could tell me who I was assigned to as I did not have "any upcoming appointments set up". I also responded to texts congratulating me on "keeping up with my personal training" which said they were coming from the "manager of the personal training department." Finally, after more than 3 months of this I went onto their website and completed a contact me form requesting help. I only received a confirmation note, but no actual response. I then went in and demanded the contact info for their billing department, which the front desk refused and made me speak to their "manager of personal training" he was kind and had me complete a request for cancellation. I have as of today not received the refund and I have not received a refund yet I had been once again billed for personal training which had not happened.

  

  Business Response

  Date: 05/15/2025

  ******, 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 to advise you of the cancellation policy. They did cancel the training contract for you and stated that any remaining sessions may be used with another trainer. No refund advised. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 05/16/2025

  Because Eos violated their own policies by refusing to place me with a replacement trainer within a reasonable amount of time from their second trainer resigning, I am now completely creeped out by their business practices. I went to them on multiple occasions asking about my trainer and nobody could help me. I no longer want training with this business, if I had been placed with a trainer I certainly would have canceled months ago.

  I reject this as a resolution and would like to know if I need to get an attorney?

  Thank you.

• Initial Complaint

  Date:04/21/2025

  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.

  I had a membership with *** that I got at one of their new gym openings in October of 2023. Once a location opens closer i started going there for convenience. My membership fee was ***** a month. My wife decided she wanted to start going to the gym and I went in to inquire about a new membership at 9.99 a month. The sales *** stated hey if you open a family account you can get that ***** per person so you wont lose it. Hesitantly I accepted the offer. I brought my wife in and the person that helped us **** reiterated the same thing about ***** per person and since I had just paid my membership fee that previous October that she would notated the account for her manager to move it to October so I dont get charged twice and she would cancel my existing membership also to start the new one. There is where the problems began. First month I was charged for 3 accounts and I was being charged ***** a month which was not the agreed upon amount. They looked at the system and saw my old account was not cancelled so they cancelled it again and refunded the amount charged. The monthly was still wrong and they stated it was because I was using a credit card for billing and that if i changed it to a debit or checking account that fee would be waived. I followed suit and next month one account bills ***** and the other *****. I went back in and they said it was because it needed one billing cycle to fix itself. I waited another month and same thing. I have not been able to get one manager or person to call me back. You ask for a person to contact and they cant give manager numbers out and they dont have a ***** number. I filled out a form online to have someone reach out and still crickets. Im so beyond frustrated with Eos lack of customer care because simply there is none. No one can give me an answer other than I should not be being billed the amounts Ive been billed. Their follow up and follow through is non existent and this is a bait and switch

  

  Business Response

  Date: 05/01/2025

  *****, 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 explained that the future billing will be correct and he was able to clear up the past payments. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 05/01/2025

  
  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:04/21/2025

  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.

  On Wednesday, March 26th, my family and I visited the ******* in *********. We were introduced to the gym by ****, who offered us a 3-day free trial (excluding the weekend), and told us we had until Monday, March 31st, to decide if we wanted to proceed with the membership. It was a family plan for 4 people.Due to the distance from our home, we decided not to continue. **** clearly told us there would be no charges. However, a few days later, we were surprised to see both the annual fee and the monthly membership fee charged to our account.We went back to the gym to request a cancellation and a refund. The staff said it would be resolved in a few days. Nothing happened.We returned to the gym at least three more times, and each time we were told that the refund would be processed soon but again, nothing happened. They keep making empty promises and giving us the runaround. This is unacceptable and extremely unprofessional.We are requesting an immediate cancellation of the plan and a full refund of all amounts charged.

  

  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 did submit for a 3 day cancel which cancels the account and returns all money paid on the membership. Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:04/21/2025

  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 sign up for a PT agreement on the location *********************************************** my first payment was on March 31 pay for the appointments of April 2 and April 9 on April 14 $88.00 was out of my account to pay for the appointment of April 14 and April 21 on the 14 ($88.00 bi-weekly) the PT called me to let me know her car was not turning on ok things happens but no other contact was made through out the rest of the week April 20 no one have call me yet so when I went to emails I noticed there a cancellation for the appointment it said at no charge but they did charge me for it no one called me to let me know why what happened nothing!! I called today April 21 to cancel my agreement talked to manager **** Im really disappointed of the services canceled my appointments no contact on the 2nd one no rescheduling nothing but they to have my money out !!! On time To pay the PT he told me theres no way to cancel the PT agreement WANT a refund and to cancel the PT Agreement too, I do not want to pay for something that they are the first ones that do not follow the agreement but I have to keep paying for services that are not given to me???

  

  Business Response

  Date: 05/13/2025

  Ninoshka, 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 waive the past due on your account and canceled the PT contract. Thank you. In Health, EoS Fitness. 

• Initial Complaint

  Date:04/21/2025

  Type:Order 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.

  My father who is 82 years old tried to join the *** in **** AZ and did not realize that he was signing a contract for a personal trainer when his original intention was to just get a standard membership. The staff should use common sense to see that an elderly man in his eighties does not need or even understand what the purpose of a personal trainer is. The contract was for an $80 payment every two weeks for four months. The membership can not be canceled because of the personal trainer contract. Now he is forced to pay for the monthly membership fee and $640 for the personal trainer that he never needed. It is hard to say if *** was trying to take advantage of an elderly person who is not familiar with electronic business contracts or if the employees are just routinely giving the same sales pitch to every person who joins without taking into account the individual person. This is an example of poor business ethics.

  

  Business Response

  Date: 05/14/2025

  *****, 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 cancel the PT contract plus the membership and they are providing a refund for the PT.  Refunds do take 8 to 14 business days to process.  Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 05/15/2025

  
  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:04/20/2025

  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 signed a personal trainer contract with ***************. I had to go to ** after signed up. I called them to cancel the service. They are refusing to cancel service eventhough i called them multiple times.They have charged me for last one year for $1867 towards personal training charges.They also charged me for membership services 12 x 29 dollars for one year.I spoke to their billing department and personal trainer department. They claim some fraud is going on and refuse to cancel the serice. I want them to stop charging me ASAP.I want my money back for services that were not rendered.

  

  Business Response

  Date: 04/30/2025

  Palani, we have received and reviewed your correspondence submitted to the Better Business Bureau, and we appreciate you sharing your experience.  Your phone number, email and name do not pull up a membership account.  I did send you an email and I ask that you please send me information that matches your membership so I may have a team member assist you quickly. Thank you. In Health, EoS Fitness. 
  
  

  Customer Answer

  Date: 05/15/2025

  A representative from ***, Mr. ***** ******* , Director of Member Experience, **************, contacted me by email regarding the wrong phone number provided in the BBB case. There was a confusion in the system. My number was specified as ************ and the BBB system took it as +(140)8218935 (truncated the last digit - 5)in the message sent to EOS. I responded to Mr. ***** ****** with the correct phone number by email on 5/1/25 and also contacted him over phone on 5/2/25 11:41 AM. He only explained the +1 issue in the phone number and corrected it in his side. He was able to locate my account details. He promised me to get a regional director contact me. There was no response. I spoke to him again on 5/6/25 as the regional director did not contact me. Mr. ***** told me over phone that he is on vacation and he will respond on May 12th Monday when he returns to work. He has not responded yet. I sent an email reminder on 5/14 also. I just last night I noticed that bbb sent an email via **************************************** that my case is closed as the vendor response stating that the contact information is incorrect. This email went into junk folder. So, I could not respond in time. Hence, I spoke to you today. As of 5/2/25, it has been confirmed by Mr ***** over phone that *** has the right contact. The response is pending from EOS. So, please, reopen the case.
  
  Thank you,
  Palani

  

  Business Response

  Date: 05/22/2025

  Palani, I understand that you worked with the District Manager and came to a resolution of a refund.  Thank you.

  Customer Answer

  Date: 05/30/2025

  Dear BBB representatives,
  
  I opened this BBB case against EOS because they promised to solve my overcharging issue for the last two months. As you can see, they only promised to me again and BBB that they will solve the issue but they have no clear understanding whether they have any resolution. I did not get any final proposal and no refund given.
  
  Please, reopen the case until I get a final proposal and commitment.
  
  thanks,

  Palani

• Initial Complaint

  Date:04/20/2025

  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.

  March 10, 2025 Membership Signup User signed up at **********************. The salesperson (approx. 6 ft, curly hair, chubby build, youthful) stated that canceling within 3 days would prevent all future charges, including a $99 fee on April 9, 2025. March 13, 2025 Membership Cancellation User canceled in person and also attempted by phone. Despite multiple requests, staff refused to provide written confirmation. Screenshot evidence shows intent to cancel that day. April 9, 2025 Unauthorized Charge EOS charged $99 despite the cancellation falling within the stated 3-day window. April 10, 2025 Still Listed as Active / Demand Letter Sent User was still listed as active. A demand letter requesting a refund and membership termination was sent to *** **************** April 10, 2025 In-Person Visit User met with ** *** ****** about the charge on **** ***** account, which should have been canceled March 13. Dre had no explanation and referred the user to *** **************** who said they couldnt help.When informed, Dre said cancellation was possible but without refund and with an additional months charge due to the 30-day policy. The user proceeded, and Dre had front desk employee ***** handle it.Dre contradicted himself by claiming the membership couldn't be canceled without **** presentafter just allowing itand walked away when confronted.***** remained professional and referred the user to Operations Manager ******* *****, who promised the account would be canceled and refunded. April 20, 2025 No Refund / Still Listed as Active To date, no refund has been issued and **** **** remains an active member in the system with a future payment scheduled.

  

  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 did a three day cancel on the membership where any money paid will be returned. Thank you.  In Health, EoS Fitness. 
  
  

• Initial Complaint

  Date:04/18/2025

  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 have been trying to cancel my EOS Fitness membership and personal training package, and this experience has been nothing short of a nightmare. The gym makes it deliberately difficult to cancel, asking irrelevant and excessive questions while dodging direct requests to terminate *********** make matters worse, I recently discovered that EOS has been charging me for personal training through autopayand now theyre claiming Im past due on payments. How can something on autopay be overdue unless your system is flawed or youre purposely manipulating billing to rack up extra fees?EOS has failed to provide proper communication or a reasonable cancellation process. I have made multiple attempts to cancel both in person and over the phone, and every time, Im met with stonewalling, runarounds, and no follow-through. I am being charged for services I no longer wish to use and never received after my attempts to cancel.This company is clearly banking on people giving up due to their awful communication and shady billing practices. I want a full cancellation of ALL services and I want any charges related to these past due amounts removed immediately.

  

  Business Response

  Date: 04/30/2025

  Jadelyn, 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 immediately cancel the PT contract and the membership. Thank you.  In Health, EoS Fitness. 
  
  

• Initial Complaint

  Date:04/18/2025

  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.

  My fiance and I are currently looking for a new gym, so we visited the *** website to explore membership options. We noticed a 7-day free trial pass being advertised for new members on 4/16/2025, which seemed like a great opportunity to experience the gym before committing. However, when we visited the location in person, the managera tall Black maletold us we didnt qualify for the trial based on our zip code. When I asked for documentation or a source where this exclusion was listed, he was unable to provide any. I then offered to pay for a standard 1-day pass, but instead, he pushed me to purchase a pre-workout drink from the gym,claiming it would grant me a one-day pass. I have searched the *** website thoroughly and have not found any information supporting this practice. To be honest, the experience felt misleading and unprofessional bordering on a scamand left us questioning the gyms transparency and business ethics.I emailed them, they won't reply. I called, was told someone would call me, they never did.

  

  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. I see that our team worked with you and accepted the return of the supplements.  The team also stated you finalized all of your needs with this matter. Thank you.  In Health, EoS Fitness. 
  
  

• Initial Complaint

  Date:04/17/2025

  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 had already sent a complaint about *** just putting my email Incase you guys contact me that way, ***************************** is my gmail

  

  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 did work to waive the pending invoices and canceled the account immediately. Thank you.  In Health, EoS Fitness.