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

  3005 N Dysart Rd Avondale, AZ 85392-1203

  
• 

  EOS Fitness

  2156 E Baseline Rd Mesa, AZ 85204-6963

  
• 

  EOS Fitness

  780 Garden View Ct Encinitas, CA 92024

  
• 

  EOS Fitness

  77900 Country Club Dr Palm Desert, CA 92211

  

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:06/15/2025

  Type:Customer Service 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.

  ******* ******** taking photos in the locker room . While Im changing , very rude and inconsiderate. ARS Criminal Code *******

  

  Business Response

  Date: 06/23/2025

  Laura, Unfortunately, I was unable to locate a membership under the name provided in your complaint. Additionally, I’m unable to contact you directly, as no email address was included, and the phone number listed disconnects after two beeps. We take your concerns seriously and would like to investigate further. However, we require additional information to proceed. Please know that we do not condone the use of cameras or photography in our locker rooms, and we are aware that such actions are considered a felony under Arizona law. Given the lack of contact information and your request not to be contacted by the company, we are unable to move forward with this matter and will consider it closed at this time.

• Initial Complaint

  Date:06/13/2025

  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.

  Hello. when I went to *** the first time I told them I do not want a physical trainer just the regular membership because I didnt have hardly any money. The general manager **** kept insisting I get one over and over I would say I didnt have it he would say he can give me the lowest price whatever, and I could cancel anytime. And he said the first one was free. He did have me sign a contract but he was very brief about it he didnt want me to worry about looking at it just sign and hed take care of the rest. I didnt know any better and I trusted what he said. But , basically, I am filing this complaint regarding an ongoing issue with my gyms personal training program. While I understand that I signed a contract, I believe I was not given full or clear information about the terms especially regarding the cancellation policy, automatic payments, and the process for ending the agreement.When I signed up for personal training, I was under the impression that I could cancel at any time if I no longer wished to continue. At no point did the staff explain that I would be locked into a long-term billing commitment or that payments would continue regardless of whether I was using the services.I attempted to resolve the issue directly, but I was met with vague answers and a lack of support. I have now been charged for sessions I never used and did not agree to continue. I believe the way this service was presented was misleading and not transparent. It feels predatory, especially for young or first-time gym members who may not fully understand the financial commitment being ******* requesting either a cancellation of future charges and/or a waive of fees for unused sessions and a formal review of how these contracts are being explained and presented.He did not tell me that it was a 6 month thing I didnt even see the contract he just had me sign I think the contract wasnt even physical it was on his computer And I went to one session and none else and I owe 440?

  

  Business Response

  Date: 07/01/2025

  *****, 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 did speak with you and they cancelled the contract immediately. You also set up a schedule for payments as well. They stated you were happy with the resolution.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:06/13/2025

  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 signed a personal training contract with Eos Fitness on June 2, 2025. I was told I would receive weekly workouts as part of the agreement, but I have not received ********** marks 11 days without daily workouts. I have attempted to resolve this issue, but there has been no improvement.This lack of service constitutes a breach of the agreement. I am formally requesting immediate cancellation of my personal training contract and a written confirmation. I will still like to keep my membership for the gym, but cancel the personal training agreement

  

  Business Response

  Date: 06/30/2025

  Myriam, 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 contacted you, set you up with a new trainer, got you on Trainerized and applied additional sessions.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:06/12/2025

  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've attempted to contact EOS customer service three times about this matter and have not heard back from anyone. I tried on 5/22, 5/28 and 5/29. I want my account to be placed on hold immediately until this is resolved. First, I'm being charged $20.99/month when my agreement was clearly for $15.99 with no language in the agreement stating that *** has the right to change the monthly rate at any time.Secondly, why was my next scheduled payment on 6/8/25 listed for $70.98? My agreement clearly states that my monthly fee is $15.99 and my annual membership fee is $49.99. Is it even time for me to be charged a renewal? What is that $70.98 for exactly?I want my billing reviewed to make sure that I'm being charged accurately, an explanation of my billing and a refund on any past overcharges. Thanks.

  

  Business Response

  Date: 07/01/2025

  ****, 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 did speak with you and extended 3 months of credit on your dues, put your account on freeze and explained what the $70 was pertaining to.  Thank you.  In Health, EoS Fitness.   

• Initial Complaint

  Date:06/12/2025

  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 signed up for the new location (****************************************************************************************************) specifically because they were running a promotion where if you referred a certain amount of people you would get one year free of the membership. When I was signing up I made it abundantly clear that I was signing up for this purpose and the person who helped me said I would only have to pay for the first 3 months and after that it would be free. I went in today because I have been charged for the past 3 months and the manager (aside from being extremely rude and having the worst attitude) told that I had to have notified them after the 3 months. I told her that I have spoken to multiple people regarding this promotion and not once did anyone tell me that I had to notify the gym because if not I would had gone and notified them. I asked her if I could get a refund on the months I was not supposed to pay and she declined my request and said we dont go back like that This is false advertising and I am extremely upset with this gym and the persons attitude. Everyone else I have spoken to that works here has been abundantly kind but she was extremely rude.

  

  Business Response

  Date: 06/24/2025

  Alessandra, 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 to refund last month and a ticket has been submitted for you referrals. Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:06/12/2025

  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.

  Signed my child up for a membership and personal training. We signed a contract in the gym and was told to let them know on the first day of training wether wed be doing 30 min sessions or 60. So my son told them 30 mins sessions. The personal trainer that signed him up and was suppose to train him told him that first day that hed have to get management to change it but we didnt know he had us sign a contract setting g us up already for 60 mins. Very misleading. They kept charging him for 60 mins anyway and would not let us cancel u til a ** note was provided which we did. We canceled our sons card and **** clams department called *** and not us and EOS told them we owed them a payment of $280 so **** gave it to them. My son hasnt even been there to train.

  

  Business Response

  Date: 06/24/2025

  Courtney, the District Manager has reached out to me and informed me that the Doctor's note was provided on May 7 and that does not cover the 4/28 charge.  Thank you. 

• Initial Complaint

  Date:06/12/2025

  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.

  2 *********** signed up for lowest membership 5/15/25. Person who signed us asked us to speak with mgr ******. ****** said 3 of us can sign up for 1st session together for $19. He said you can cancel anytime. I signed up, paid on my credit card to get him off our backs.5/20 Coach ***** texted to push back training for 3 of us 1/2 hour later but we had no time, wouldn't work. I said I would come in that day to cancel PT membership. I came in at 2:30 to speak to a manager. ****** was on a 2 hr break. I was told wait for him. I said, I only had 1 hour.We never attended 1 session. I came in a few days later and got same response about ******.A girl working took down my info, said ****** would call me. Never called.5/30 Called and asked to speak to manager to cancel, person said that they themselves could cancel. They needed help desk, put me on hold for 5 min, told me it was cancelled, I should get an email. Never received.June 6, front desk said I had due payment. I asked why, he said it was for **. I said someone cancelled it for me on 5/30, new mgr ******* looked my account and explained the contract I signed; ****** has done this to others at this gym. He signed me up for the highest tier at $300/month, 4 sessions on a locked 4 month contract; I had 3 days to cancel from when I signed. None of this told to me.******* said she would speak to district mgr, **** *********. Other staff told my friends ****** moved to another location.Monday 6/9 ******* called, said she spoke with district mgr **** but he refused to cancel even though others had same complaints. Wanted to downgrade me to the lower PT membership. ******* says ****** has done this to others.6/11 I receive mail- debt collector from gym trying to get payment. Called *******, she still cant do anything. I said no, I was deceived. Taylors behavior is condoned by his superiors. ******* gave me ***** email, I wrote email about situation, waiting.

  

  Business Response

  Date: 06/20/2025

  Jenneen, 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 upoon your request did submit for an immediate cancellation  of your PT contract.  You are set with the cancellation. Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:06/11/2025

  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.

  I cancelled the training class contract on May 10th. At the time there was only one more charge pending of $ 68 which posted on my credit card 05/18/25.However, they charged me again on 06/01/25 which is incorrect.I have talked to numerous people, and no one has done anything. As of today 06/11/25, the gym has not proceeded with the cancellation and keep charging my credit card.Because this training contract is still active, I cannot cancel the membership either.Last time ***** *******, one of the Supervisors, told me that he was escalating the cancelation request to the Director, and didn't hear back from him.I need to cancel both ASAP.

  

  Business Response

  Date: 06/20/2025

  Catalina, 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 the PT contract and the membership and there will be no further debiting. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 06/23/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23457735, and find that this resolution would be satisfactory to me.  I will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Catalina Pazmino
  
  
  
   
  

• Initial Complaint

  Date:06/11/2025

  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 filing this complaint on behalf of my husband, ****** **** ********. Brayan has been a member of *** since January 2025 and on 5/31/25, he signed up for a trial personal training membership. He was told verbally by the assistant manager that he could cancel within 2 weeks of signing up and could get his money back if not satisfied with the trainings. He never was shown the contract during the sign-on. He was not sent the contract until 6/2, 3 days later. He then noticed that the contract stated that trials must be cancelled within 3 days of sign on.He attempted to have a PT session on 6/3, but the employee did not show up. He again told the staff in person that he wanted to cancel. The staff rebuffed and instead rescheduled him for another PT session on 6/9. Again, the employee did not show up. He talked to the assistant manager and they said that they had sent in an email requesting cancellation. There was no written confirmation provided to Brayan. Brayan has sent in 2 additional cancellation notices on 6/9 and 6/10 to *************************************** and [email protected] has been no exchange of services here. *** has not fulfilled their part of the contract and has been deceitful in obtaining this contract with ******. We request full cancellation & full refund of all monies spent on PT membership.Per this location's ****** reviews, we are not alone in this issue. This predatory behavior - signing on clients for PT membership & then ghosting those clients - has happened to multiple people and is characteristic of this gym chain.

  

  Business Response

  Date: 06/24/2025

  Molly, a cancellation and full refund have been submitted.  Refunds can take up to 30 days to appear on your account. Thank you. 

• Initial Complaint

  Date:06/11/2025

  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.

  When I was getting a gym membership on 04/10/2025, the associates at ******* and ****** were trying to get me to enroll into their trial personal training program by paying an additional $19. I enrolled into the trial PT program when they promised me a week's extension to cancel the trial (normally it is 3 days). My first trial PT appointment happened on 04/17/2025, during which I asked the trainer whether I had time to cancel by the trial till our next appointment, scheduled for 04/24/2025, to which she responded yes. On the day of the second appointment (04/24/2025), I got charged $88, and enrolled into the regular PT program. Instead of my PT appointment, I went in and asked them to cancel. I was told then that they would cancel, and he would give me an update by next week. On 05/08/2025, I was charged $88 again. It has been almost 2 months now that I have been waiting for the cancellation of not only my PT, but also the gym membership. I have escalated this issue to the district manager of that branch, but still there is not resolution and I am still getting charged for the gym membership. I want them to cancel all my memberships and refund me my money.

  

  Business Response

  Date: 06/23/2025

  Tanvi, 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 a refund.  Refunds can take up to 30 days to appear on your account. Thank you.  In Health, EoS Fitness.