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

  8125 W Sahara Ave STE 100 Las Vegas, NV 89117-1989

  
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  EOS Fitness

  39400 Murrieta Hot Springs Rd # 101 Murrieta, CA 92563

  
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  EOS Fitness

  3156 Sports Arena Blvd San Diego, CA 92110

  
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  EOS Fitness

  1661 S. Alma School Rd Mesa, AZ 85210

  

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:04/10/2025

  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 December 17th I signed up for my gym membership. I was offered personal training which I declined because I couldn't afford it. The man signing me up would not leave me alone, and kept asking how much I would be willing to pay. I finally agreed to a $20 charge for the first session and two free sessions after. I was under a lot of pressure to sign and didn't take the time to fully understand it. I did get the 2 free sessions but was NOT charged $20 for the first. When I arrived for my first training session I sat down with the trainer to sign a trainer patient contract which I did NOT sign saying that I was just trying it out for the day and didn't want to sign for recurring payments. She said ok and we did the work out. Fast forward a month or so I realized I was in fact being charged every two weeks 43 dollars since January 2nd. I went to the gym where they redirected me to fill a form online for a request. Never heard back from that request and tried again to file a request which always had an error and never sent. I sent a direct message to their instagram account on April 2nd and finally received a call from a manager, *********** ******, on April 10th. He offered no refund except to schedule more training sessions that I do not need or want. All of this to highlight that Eos Fitness is extremely predatory with absolutely abysmal customer service. He said that because I didn't request a refund within the 3 day period after I signed up, that a refund would be impossible. I have attached the contract below as well as a text from my personal trainer on February 18th who was fully aware of my personal training interests (she never got back to me). I am aware that I was dumb to sign the contract without fully understanding it, but it doesn't excuse the predatory and unfair nature of the business.

  

  Business Response

  Date: 04/21/2025

  *******, 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 you and cancellation. You are all set.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:04/08/2025

  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.

  Nov of 2024 I was pressured by signing up for a 1 time TRIAL personal trainer and was told only If I liked it we could move on with prices snd packages. I asked mutiple times I have a medical condition with my eyes with stress and not to pure pressure into ANYTHING!!!!******* assured me at the **** ELSINORE Club that wasnt even open yet Something didnt set right I went back and wanted cancel, I told a member and I was told it would be take care of as they were trying to sign new members.The club didnt open for over a month and I didnt make it till 1 month later. I was told my account wasnt active to non payment of the Personal Training Ive scanned the ** code send compliant my situation and Nothing!!!!After mutiple calls Ive got 1 rude email stating I signed up and thats that!I didnt click on ANYTHING the Personal Trainer set it all up and took my Bank info for the 1 time fee!!!im going to have to open a small claims court and Im contemplating and taking a drive to ******* to visit them in person since theyre hiding behind theirABC fitness and ABC fitness Representive said that they get calls like this all day all night long dont sign up for their personal training. Its so I was so excited to be a *********** I was trying to buy a home and my name is in collections. I refuse to pay for something I didnt do didnt want even wentto cancel and now I lose an opportunity to get a home thank you EOS for nothing.below you will find the attachments as soon as I received an email from any human life. I responded instantly and never received an email back.

  

  Business Response

  Date: 04/21/2025

  ******, 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 a ticket to waive the past dues.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:04/08/2025

  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 have a problem, I had contracted a 4-month personal training program with classes every 2 weeks ($43 every two weeks) and since January I had told my trainer that I was not going to continue and he told me that I could not cancel since it was a contract, that I had to wait for it to end. The 4 months have passed and they are still charging me for the training. I was looking at my bank account and there are 10 payments of $43, when it is supposed to be only 8. What is happening? I did not sign a contract for 5 months or more, it was only 4 months with 8 classes. And it's not just that, but I try to communicate through the website and it doesn't let me, if it doesn't say that it's under maintenance it tells me that an error occurred And I don't have time to go to the gym to ask.

  

  Business Response

  Date: 05/02/2025

  Ronalth, 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 been working with you and they were able to cancel the contract and they provided the trainer client commitment sheet. Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:04/07/2025

  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.

  02/28/2025-04/07/2025 Date when the initial issue with this complaint that I am filing has started. I signed a contract with *** for the 26 dollar black card membership, and for **. I intially tried cancelling the PT program at the beginning of March after I noticed that the personal trainer had not contacted me for a week. I called my home gym and they said they would inform a PT guy or gal about it and help me out. Fast Forward to March 16th, I go in person and they tell me to cancel the membership online through a QR code. Well I did just that and then got busy with work and Military business. Fast forward to April I am still being charged 88 dollars a week. Not only that, but no one from the corporate office has contacted me, especially not when in my reasoning for the said cancellation was due to me joining the Navy by May and PTing with my Delayed entry ***** Officers Third and Second class. Today April 7th I went again in person and the employee at the front desk got aggressive and said to go to ***********, come to find out I can't even search for their cancellation form on there. I am due for bootcamp on the 28th of May. *** has not contacted me at all. I am frustrated and these scummy business practices are basically scamming me out of 352 dollars a month, they are lucky a group of people have not filed a class action lawsuit against them. I want my PT membership cancelled, and the gym membership cancelled as well.

  

  Business Response

  Date: 04/23/2025

  ****, 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 both accounts for you. Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:04/07/2025

  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.

  They are billing me when I canceled

  

  Business Response

  Date: 04/22/2025

  *****, 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 submitted a ticket to ur processing company to waive the past dues and cancel the account immediately.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:04/07/2025

  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.

  Dear ABC FITNESS Team/EOS:I am writing to formally raise a concern regarding a billing and account issue that has yet to be resolved, despite multiple attempts.A representative named ***** ********* assisted me with updating my gym membership. He informed me that my account would be changed to the Squad Family plan, and I trusted that my original membership would be canceled as part of the transition. However, I recently discovered that both accounts are still active, and I am now being told that I am responsible for paying for both memberships.This is completely unacceptable, as the duplicate account and billing error were not caused by me, but by your representatives mishandling of my account. I have spoken to multiple staff members, and I keep receiving conflicting information some claim the duplicate will be canceled, while others insist I must pay for both. This ongoing back-and-forth has been extremely frustrating and unprofessional.I am requesting immediate action to:Cancel the duplicate membership that was created in error.Remove any charges related to the second membership from my account.Confirm in writing that my membership is now correctly set up and that I will only be billed for the Squad Family plan going forward.Please treat this matter with urgency and respond promptly. If this issue is not resolved in a timely and fair manner, I will be forced to escalate this matter further.Thank you,******* ****** Old Agreement ********** New Agreement **********

  

  Business Response

  Date: 04/21/2025

  *******, 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 got you cancelled and on the correct plan.   Thank you.  In Health, EoS Fitness. 
  
  

• Initial Complaint

  Date:04/07/2025

  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.

  I was falsely led to believe that signing up for a Personal Training course would only be a one time $19 purchase unless I chose to pursue beyond the initial session, not $160 a month. Upon reviewing the contract that night I followed the directions in the contract called Notice to Customers, which says "YOU, THE CONSUMER, MAY CANCEL THIS EL THIS CONTRACT AT ANY TIME PRIOR TO MIDNIGHT OF OF THE THIRD BUSINESS DAY AFTER THE DATE ON WHICH THE CONTRACT IS EXECUTED OR IF YOUR PRIMARY LOCATION IS NOT FULLY OPERATIONAL AND AVAILABLE FOR USE, THE THIRD BUSINESS DAY AFTER IT BECOMES FULLY OPERATIONAL AND AVAILABLE FOR USE. TO CANCEL YOU MUST EITHER: 1) SEND A SIGNED AND DATED WRITTEN NOTICE OF CANCELLATION TO EOS FITNESS, ***************************************************************************************; 2) PERSONALLY DELIVER A SIGNED AND DATED WRITTEN NOTICE OF CANCELLATION TO THE LOCATION LISTED, HEREIN; OR 3) SEND AN EMAIL NOTICE OF CANCELLATION FROM AN EMAIL ADDRESS ON FILE WITH THE HEALTH STUDIO TO ******************************************* I followed direction 3 and was informed by ***************************************** "Please contact your fitness manager at the club to cancel your personal training. This is something that *** cannot assist you with, as we do not handle cancellations of personal training. Your cancellation will not be processed unless you complete the proper requirements with the club. Please retain a copy of your cancellation paperwork for your records." This is contrary to the contract, as that email is the one listed in the contract as who to contact for cancelation. I have since contacted ******************************* Reached out to the Regional Vice President of Fitness for Arizona, and received no response or change and cancelation of the contract.

  

  Business Response

  Date: 04/18/2025

  ******, 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 reach out to you and resolved the PT matter for you. our District Manager took care of you.  If there is more that you need then please do reach out to her again. Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:04/06/2025

  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.

  I called them on February 14 to cancel my membership due to a shoulder surgery and I spoke with ****** who said he would cancel the account with no fees due to a health issue clause. After a week I realized the account was frozen I called them again and they said they would cancel it. 2 weeks later I called again and they said I needed to go in person to cancel, 1 week later I went in to cancel and they said I had to call their 1800 number to cancel as they couldnt do it in the front desk so I called the same day and they said I had to go in and cancel I even recorded the call as they refuse to cancel the membership and now Im being charge their annual fee and 2 months and they wont cancel so they will keep accumulating monthly fees and late fees. I sent the paperwork they requested by email from my doctor that I couldnt move or exercise and that I had just left the hospital as they requested proof but they just refuse to cancel the membership

  

  Business Response

  Date: 04/18/2025

  ****, 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 to waive the past due balance on the account and keep it canceled for you. Thank you.  In Health, EoS Fitness. 
  
  

• Initial Complaint

  Date:04/05/2025

  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 signed up for personal training at the *********************** EOS Fitness location in April 2024. In December 2024, I went in person to cancel my membership and was informed by a team member that a cancellation request would be submitted. However, no cancellation was processed, and I began receiving calls from both the ******************* and *********** Company about my account.I explained to them that my membership had already been canceled, but I was told no cancellation request was ever made. I was instructed to call the gym directly. Over the following months, I made multiple phone calls, but I was either unable to reach the fitness manager or was told that the manager was unavailable. I went in person again and was told the cancellation would be ************** forward to April 1, 2025, when I paid off a credit card in full and IMMEDIATELY found several charges of $156 summing to $624 applied to my account for EOS personal training services. I have also been receiving repeated spam calls from the billing company, stating I owe an additional $300+ in late fees. After attempting to contact the club manager three times and finally get ahold of him, I confirmed once again that no cancellation request had been made but he said he would now cancel it but could not provide me with any assistance in receiving any sort of refund for these wrongful charges. Less than an hour later, I received another call from a billing company representative, who informed me that no cancellation request had been processed and that the only way to cancel my membership is to send a certified letter to EOS Texas office. She could not provide any explanation for the misinformation I had received over the past several months.I now sent an email to several EOS addresses detailing this and received a response saying they cannot help me and the fitness manager can help me with cancellation and a refund- the fitness manager who did not cancel it and told me he cannot help me with a refund.

  

  Business Response

  Date: 04/17/2025

  Savannah, 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 via email stating that the personal training was canceled for you and they did request a proof of cancellation in December and they will be able to provide a refund for you.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:04/05/2025

  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.

  Signed a membership agreement in January after explaining we live in OR most of the year. We were repeatedly assured theres be no charges if we canceled or froze the account. On 3/28, asked to cancel and we were told the process would be started. Found out later we had to contact *************. They told us on the phone the account would be canceled and Id get an email confirming. The only email I received stated that the cancelation is pending any further fees. All fees have been paid and my account now shows the next payment is due June 6.

  

  Business Response

  Date: 04/17/2025

  ******, we have received and reviewed your correspondence submitted to the Better Business Bureau, and we appreciate you sharing your experience.  I have reviewed your account and everything was processed under the 30 day cancellation the minute you put in your cancellation request.  Your final payment was on April 6th and your account is canceled as of May 5th, with no further payments. Thank you. In Health, EoS Fitness.