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:06/18/2025

  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 went for the 7-Day free trial at EOS. I canceled it within 3 days and I told them I did not want the personal training as the person Spent 30 minutes with me. I felt physically sick afte.I have canceled this online with EOS and in person,,and I am still be in contacted for over $1,300. I went three times in total. I want this removed and I want this taken care of. They reached out to me . One time, left a voicemail and wanted to know when they could talk with me. I responded to that voicemail and they have not called me back

  

  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 tried reaching out to you to resolve but they have not heard from you.  They have waived all the past dues balances and canceled the PT account for you.   Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:06/18/2025

  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 never signed up. When they called me I told them to cancel. I have been in and out of the hospital and lost my job. I expressed this to a few employees. My husband also called to cancel. They refuse to cancel and keep charging me. I signed nothing I did not want to be signed up knowing I wouldn't have time. I have not been to even set up my account. I first asked to cancel in April again twice the next month. Then my husband was told he had to call. They only canceled his. My bill keeps rising they refuse to cancel. I didnt sign anything or even sign up.

  

  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 have tried calling to connect with you to resole this matter for you.  I see that your debit card has not processed on the account since April hence there are three months of back dues.  However, our District Manager submitted a ticket to waive those fees and keep the account canceled for you.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:06/18/2025

  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.

  I am filing a formal complaint against Eos Fitness for deceptive and misleading practices related to a personal training contract I was misled into signing. I was never informed that I was entering a six-month commitment, nor was the total cost of the contract disclosed. Instead, I was explicitly told I was signing up for only four personal training sessions for $49. The long-term nature of the contract and any associated costs beyond the $49 were never mentioned during the sign-up process.When I attempted to clarify or cancel the contract, I encountered significant obstacles. Different staff members provided inconsistent information, stating I could not cancel until after 12, 8, or 4 invoices, respectively. This lack of clarity and conflicting information has been frustrating and appears designed to prevent cancellation. Furthermore, I have been unable to discuss this matter with anyone at Eos Fitness directly. My attempts to contact the gym have been met with automated emails, and no one at the facility has been willing or able to address my concerns in person.The failure to disclose critical contract details, such as the six-month commitment and the total cost, constitutes deceptive business practices. I was misled into believing I was committing to a short-term, low-cost agreement, only to discover additional obligations after signing. The inability to speak with a representative or resolve this issue directly with Eos Fitness further exacerbates the problem, leaving me feeling trapped in an agreement I did not knowingly consent to.I respectfully request the Better Business Bureaus assistance in investigating Eos Fitnesss practices and holding them accountable for their lack of transparency and poor customer service. I seek a resolution that includes the immediate cancellation of this contract without further financial penalty and a refund of any charges beyond the $49 I was quoted. Thank you for your attention to this matter.

  

  Business Response

  Date: 06/30/2025

  Erik, 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 cancel your PT contract immediately. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 06/30/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23488957, 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,
  
  
  
  Erik Rhines
  
  
  
   
  

• Initial Complaint

  Date:06/18/2025

  Type:Billing 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.

  ON JANUARY 30, 2025, I WENT TO THE EoS FACILITIES LOCATED AT ***************************************** I ONLY WENT TO THE *** FOUR TIMES, AND SINCE THEN THEY HAVE BEEN CHARGING MY ACCOUNT MONTHLY. I DECLARE THAT THIS IS ELDER ABUSE OF CHARGES. THEY CLEARLY TOOK ADVANTAGE OF THE **** THAT I AM AN ELDERLY PERSON.I NEVER SIGNED ANY CONTRACT WITH THEM WHEN THEY OFFERED ME PERSONAL TRAINING. I REFUSED AND TOLD THEM I DIDN'T NEED IT.I HAVE GONE COUNTLESS TIMES TO SPEAK WITH THE GENERAL MANAGER, MR. **** *****, AS WELL AS WITH MR. ***** *********. THEY ONLY PROMISE THAT THEY WILL RESOLVE MY ISSUE, BUT TO DATE THEY CONTINUE TO CHARGE MY BANK ACCOUNT.THE SAME COMPANY DID THE SAME THING TO MY WIFE'S ACCOUNT.THEY HAVE CHARGED HER FRAUDULENTLY, JUST LIKE ME.

  

  Business Response

  Date: 06/30/2025

  Thomas, 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 for an immediate cancel of the PT contract and also for a refund.  Refunds do take 8 to 14 business days to appear on your account, but can sometimes take up to 30 days.  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 23488949, 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,
  
  
  
  Thomas Bradley
  
  
  
   
  

• Initial Complaint

  Date:06/18/2025

  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.

  SINCE APRIL 27, I HAVE ASKED THE MANAGER OF ***, MR. ***** *********, TO CANCEL MY MEMBERSHIP FOR FULLY JUSTIFIED REASONS, AND TO DATE THEY CONTINUE TO MAKE DOUBLE CHARGES;THEY ARE MONTHLY CHARGES THAT ARE TOTALLY UNACCEPTABLE TO MY BANK ACCOUNT, DESPITE THE **** THAT I HAVE ASKED MY BANK TO STOP RECURRING PAYMENTS TO THIS COMPANY, THEY CONTINUE.I HAVE GONE ON SIX OCCASIONS TO SPEAK TO THE MANAGER OF EoS. HE ONLY PROMISES THAT THEY WILL RESOLVE THE PROBLEM BUT DOES NOTHING.

  

  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 canceled your ********** Membership and refunded two months. Your husband's account has been canceled and the past dues waived.  Additionally your son's PT contract has been canceled and a refund has been submitted.  Refunds can take up to 30 days to appear bac on your account. Thank you.  In Health, EoS Fitness. 
  
  

• Initial Complaint

  Date:06/18/2025

  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 June 16, 2025, I went in person to the EOS Fitness location at **************************************************************, at 8:00 AM to cancel my membership. I spoke with a front desk employee named Kevincito (per his badge), who told me the cancellation was noted as pending. I returned at 12:00 PM the same day due to not receiving a confirmation email. Despite showing up twice, following all proper steps, and receiving verbal acknowledgment that my cancellation was active, I later called and was informed that my membership was never canceled.This led to a charge of $88.79 for a month I did not authorize. I have photographic proof of my in-person visit and interaction with staff, yet EOS has failed to provide me with written confirmation or clear resolution. This is not just about the chargeits about the company failing to follow its own cancellation procedures and placing the burden on the customer to chase accountability.I am requesting a full cancellation confirmation, written assurance that no further charges will be made, and a refund for the $88.79 charged due to EOSs failure to process my request properly.

  

  Business Response

  Date: 06/27/2025

  Tipphraka, Thank you for taking the time to share your experience through the Better Business Bureau. We appreciate the opportunity to address your concerns. Upon review, our records show that on June 16th, the day you visited the gym to cancel, our team promptly submitted a ticket to initiate your 30-day cancellation. As per our policy, this cancellation period extends through July 15th, during which any applicable dues, including your annual rate and monthly fees, would still apply. However, it appears that your payment did not successfully process, which prevented the account from officially closing. While the responsibility for ensuring payment completion lies with the account holder, as a gesture of goodwill, we have asked our team to waive the outstanding dues that were part of the 30-day cancellation period and keep the account closed. Please know that our team followed all standard procedures and guidelines in handling your request, and we remain committed to providing fair and consistent service to all members. Thank you. 

• Initial Complaint

  Date:06/17/2025

  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.

  We, ****** ***** ****** ******** and *** *** ******, are writing to demand the immediate cancellation of all personal training charges and a full refund for unauthorized payments that have continued despite our proper cancellation request.On February 25, 2025, we informed our trainer, ****** *******, that we no longer wished to continue personal training sessions. He provided us with the official cancellation link, and we submitted the request in accordance with EOSs own policy, which states:After the contractual term is up, you can cancel your personal training agreement with a 30-day notice. The 30-day notice can be submitted up to 60 days in advance of the contract ending.Despite following this process correctly, we were continued to be charged monthly. We made four separate in-person visits to your facility to resolve the issue. During one of these visits, we spoke directly with a manager named *****, who acknowledged that the error was on EOSs side and confirmed that we canceled correctly. He assured us that charges would be stopped and a refund would be issued.However, we have continued to be billed monthly starting in May 2025, which is unacceptable and unauthorized.

  

  Business Response

  Date: 06/30/2025

  Sergio, 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 on the phone and stated they were able to cancel the PT contract immediately and refund 6 invoices for you.  Refunds do take 8 to 14 days to process but can sometimes take up to 30 days pending final approvals from our processing company. Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:06/17/2025

  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 am submitting this complaint regarding EoS Fitness due to their failure to honor the 30-day cancellation policy for my personal training contract and the continued lack of response to my repeated cancellation attempts.When I signed up with EoS Fitness, I was excited to begin a fitness journey in preparation for an upcoming shoulder reconstruction surgery. At the time of enrollment, I clearly communicated my medical condition and was assured by a representative that I could cancel my personal training contract with a 30-day notice due to the nature of my surgery.I submitted my 30-day notice on April 10th, 2025, to Representative ***** *********. Since then, I have made multiple attempts to follow up through my trainer, two corporate representatives, and the General Manager of the Sunset/********* location. Despite these efforts, I have been met with silence and what feels like intentional avoidance.This situation has been extremely frustrating and disheartening. What began as a hopeful start to my health journey has become a stressful and disappointing experience.I am formally requesting that EoS Fitness:1.Cancel both my personal training contract and my gym membership.2.Honor the original 30-day cancellation request dated April 10th, 2025.3.Refrain from charging any further fees beyond that notice period.I hope this matter can be resolved fairly and swiftly.Sincerely,

  

  Business Response

  Date: 06/30/2025

  Sydney, 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 is submitting for a refund for 4 invoices dating back to May.  Refunds do take 8 to 14 days but sometimes may take up to 30 days pending final approvals with our processing company. Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:06/16/2025

  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 gone into EOS multiple times in the last few months to cancel my membership and personal training but I am still being charged. I have talked to managers and one told me they cant cancel personal training at any of the gyms but I have to speak with one person and email them. I got no response. When I signed up, I was told it was a 3 month contract. I have been charged now for months after that. An employee told me that they keep charging after the contract is up until I cancel. This is not what I signed up to and would have never signed. I just want to be refunded for all the sessions ch at her after my contract was up and to be completely cancelled from this gym forever. This is ridiculous.

  

  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 tried reaching out to you to help resolve this matter.  kIn the mean time they did submit for a refund for everything past the four-month program. That is 9 invoices. Refunds do take up to 30 days to process. Thank you.  In Health, EoS Fitness. 
  
  

• Initial Complaint

  Date:06/16/2025

  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.

  In November 2024, I went to *** to cancel my membership. The employee at the desk got on the computer and told me its all taken care of. Then I noticed on my checking account in June that I was still being charged$14.99 per month. I would like a refund for the charges from Jan-May **** I came back to the business to talk to themthey told me unless I have a confirmation number for the cancellation theres nothing they can do. I dont feel like its my fault that the employee who cancelled my membership didnt offer a confirmation number. I didnt know that I needed that. I assumed when they told me everything is taken care of that it was taken care of.

  

  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 stated they did submit for the refund. Refunds can sometimes take up to 30 days to appear on your account.   Thank you.  In Health, EoS Fitness.