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

  
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  EOS Fitness

  2156 E Baseline Rd Mesa, AZ 85204-6963

  
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  EOS Fitness

  780 Garden View Ct Encinitas, CA 92024

  
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  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:06/11/2025

  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. 

• Initial Complaint

  Date:06/11/2025

  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 visited EOS Fitness in *****, ** with the intention of using the $10 guest pass for a few days. However, I was told by three different employees that I could only sign up for the premium membership but would only be charged $1 since I was only visiting for 5 days. Based on this verbal agreement, I signed up. When I went to cancel within 5 days, I was told I wouldnt be charged, and that the cancellation was confirmed. Later, I was charged $99. I called EOS and was told they couldnt help me and to contact *************. I did, and was promised an email that I never received. I never received any of the paperwork from EOS as well. I disputed the charge with my credit card, but was denied because I have no written documentation. I was also charged a second time since they said they cancelled and it took them over a month to fully put the cancellation in. I am seeking a full refund of $200 due to deceptive and misleading verbal promises made by *** staff. I was repeatedly told I would not be charged, yet I was. This is unethical business practice, and I expect the BBB to assist in resolving this issue.

  

  Business Response

  Date: 06/23/2025

  Emma, 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 reviewed you account and refund the $99 that was charged.  that was the only charge.  They do not see a $200 today on your account but only $99. Refunds can take up to 30 days to process onto you bank account.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:06/10/2025

  Type:Product 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.

  At the end of March I went into the ********* location and spoke with ***** about personal training. I signed up for a trial and was told if I didn't want to move forward to let the trainer know. After my first personal training session I said I didn't want to move forward and cancelation was confirmed. On April 17th I noticed I was charged and I went into the ********* location and spoke with *****. He said he would talk with the trainer and if I had cancelled that he would cancel the membership and refund me. On April 18th ***** called me and let me know that he would cancel the membership and give me a refund. On April 29th I noticed that it had still not been canceled so I called into the ********* location. They took down my information and said ***** would call me back, but he never did. On May 6th I called back to the ********* location and explained the situation again, they said they would have ***** call me back, but he never did.On May 21st I called and asked for a manager to call me back. Someone took down my information and said they would, but no one ever got back to me. I also submitted a form online, but did not hear back. On May 28th I called ********* and was provided with the email of ***** (PT manager) and **** (district fitness manager). I emailed both ***** and **** and also spoke with ***** on the phone. ***** reached out to **** and assured me that they would be canceling my membership.On June 10th I noticed another charge on my credit card for personal training. I called EOS again asking to speak with ***** or ****. The person who answered called **** directly and he said to submit all of the information through this portal as "they have more authority".At this point I have had several PT managers and managers of managers assuring me my personal training would be canceled, but it still hasn't been. This is extremely frustrating.

  

  Business Response

  Date: 06/20/2025

  ******, thank you for reaching out through the Better Business Bureau and for taking the time to share your experience. We truly value your feedback and the opportunity to address your concerns. As your BBB complaint was being submitted, our team had already taken proactive steps by submitting a request to cancel your personal training contract and initiate a refund. Please note that refunds may take up to ************************** your account, depending on your financial institution. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 06/20/2025

  
  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:06/10/2025

  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 am submitting this complaint due to a deeply upsetting experience at EOS Fitness that I believe involved unprofessional conduct, privacy violations, and discriminatory treatment.I have been a member of EOS Fitness for several months with no prior issues. I consistently use the gym as intendedarrive, work out, and leave. As one of the younger members at this higher-priced facility, I expect to be treated with the same respect as anyone else.This issue began when my friend, after paying for one month and unsuccessfully trying to cancel, was sent to collections and later advised by staff to create a new guest account in order to continue to utilize the facilitysomething he did without issue until June 9, 2025.On that date, a manager named Will denied him entry, accused him of evading payment, and spoke to him in a hostile and humiliating manner in front of others. We felt that the tone and nature of this interaction carried discriminatory undertones. Furthermore, following this encounter, Will inappropriately accessed my account and added a note stating, check friends membership for unpaid balance, referring to the person I was with. This unauthorized note caused me to be singled out and subjected to intrusive questioning at a completely different EOS location, where I was approached by staff about a matter that had nothing to do with me. I was caught off guard, confused, and deeply embarrassed by the situation,especially as it occurred in a public setting, in front of others. I am genuinely upset and disturbed by how I was treated throughout this experience. I did nothing wrong. To be met with hostility, have my privacy violated, and be publicly embarrassed is unacceptable. I sincerely hope EOS will take this matter seriously and do something to make it right. At the very least, I would like to formally request an internal investigation into the conduct of the manager, Will, whose actions were unprofessional, inappropriate, and deeply disrespectful.

  

  Business Response

  Date: 06/20/2025

  Nuru, thank you for taking the time to share your experience through the Better Business Bureau. We sincerely apologize for the interaction you encountered and truly regret any frustration or inconvenience it may have caused. I want to personally assure you that your concerns have been taken seriously. I have worked directly with our Regional Vice President, who is actively addressing the matter with the team member involved. While I regret not being present during the incident to better understand the full context, please know that we hold our staff to high standards and expect every interaction to reflect our commitment to putting our members first. Additionally, I have coordinated with our processing company, ABC, to ensure that the note has been removed from your account as requested.
  We appreciate your feedback. Thank you again for bringing this to our attention.

• Initial Complaint

  Date:06/10/2025

  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 this complaint against EOS Fitness for deceptive sales practices, misrepresentation of services, and refusal to cancel a personal training contract under legitimate financial hardship.A few months ago, I enrolled my partner in a four-month personal training program with EOS Fitness for $156 biweekly. We were told the sessions would be one hour long, but she only attended one session, which lasted just 30 minutes. This contradicts what was advertised and promised at the time of sign-up.Worse, the *** staff later claimed I agreed to a $246 upgrade something I absolutely did not authorize. When I challenged this charge, they gaslit me, insisting I had consented to it even though I have no record of doing so. This is not only dishonest, but it borders on financial manipulation.Since enrolling, Ive also lost my job and no longer have the ability to pay for the service. On top of that, my partner is unable to attend sessions due to lack of transportation, and no accommodations were offered. Despite clearly explaining this, *** refused to cancel the contract and told me the balance would be sent to collections if I stopped paying. They offered to remove my payment method, but only to shift the burden to collections instead of resolving the issue ************* requesting the following:Immediate cancellation of the personal training contract Full forgiveness of the remaining balance ***************** that no collection activity will take place These are unethical and financially damaging practices, and Im requesting assistance to hold EOS Fitness accountable.Sincerely,Revelstoke ****

  

  Business Response

  Date: 06/11/2025

  Revelstoke, 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 waived the balance and canceled the PT contract for you  Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 06/14/2025

  
  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,
  
  Revelstoke Sanz
  
   
  

• Initial Complaint

  Date:06/10/2025

  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 am writing this complaint for my 92 year old mother ***** *********. She wanted to go to a gym to help her balance. She signed up on the 15th of March. she asked for someone to show her how to use some of the machines so she would not hurt her self. after the session she went to the front desk to make an appt but all that was available at 7am. She told the front desk person she could't come that early so she told the person to cancel everything. since that time she has been charged ever 2 weeks ***** and she has never been back. So far they have withdrawn ****** from her account and they will take another ***** on June 21st if this is not resolved. I called the company who handles the billing and they said they could not help me and i would have to contact the center in ****. I called and since they were billing her for a personal trainer i had to fill out a form in order to cancel this membership. I sent the form on 5-30-25. as of today have not received a call or email back. I also told them if i didn't hear back from them by 6-5-25 I was going to report them to ************************* for exploitation of a 92 year old lady which will be my next move if ****** is not returned immediately to her account. When I was talking to the billing company and found out that she was being billed ***** every 2 weeks i said I would put a stop on their charges at the bank and she said the charges would still accumulate. I am my mothers guardian so please help us.

  

  Business Response

  Date: 06/11/2025

  *****, 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 immediately canceled the contract and they are providing a refund for you. Refunds sometime do take up to 30 days to appear on your account. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 06/12/2025

  
  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:06/10/2025

  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 membership for 3 months. Every time I call them, they say that they will cancel my membership, but never do, I even went in person and talked to the managers and closed my card yet they are still somehow charging me. The last time I even went to Eos Fitness was around 4 months ago.

  

  Business Response

  Date: 06/23/2025

  Anthony, 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 customer service gesture of waiving the $750 on your contract and canceled ths account for you. Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:06/10/2025

  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.

  To Whom It May Concern,In October 2024, I joined EOS Fitness at its ******* location. After paying for the initial month, I chose not to continue my membership and made multiple, unsuccessful attempts to cancel it. I did not use the gym under this membership after the first month.Despite my cancellation efforts, my account was allegedly sent to collections in February 2025. I then began occasionally using the gym via friends' ***** passes. In March 2025, an *** staff member, aware of the collections status, instructed me to create an alternate account for ***** pass usage on an iPad. I followed this instruction. From March to June 9, 2025, I used ***** passes without issue; no other staff ever indicated I needed to pay a balance. Multiple managers at that location has signed me in and said I was good to go.On June 9, 2025, Wellness Manager **** denied me entry, demanding payment. When I explained the prior staff instruction, Mr. **** dismissed it, implying I was deliberately avoiding payment and publicly belittling me. He then inappropriately added a note to my friend's account, stating to check his friend for unpaid balance resulting in harassment at another location. This is completely unprofessional and now is affecting someone who has nothing to do with the situation. Its embarrassing and a misuse of power. **** and the other employee ****** were very hostile towards me and my friend and made it a point to publicly embarrass us.I dispute the alleged balance. I paid for the single month used and attempted to cancel repeatedly. I have documentation of these attempts.I request the immediate clearing of the alleged balance and an investigation into Mr. ****'s conduct and inconsistent staff guidance. This situation was entirely preventable

  

  Business Response

  Date: 06/11/2025

  Gesi, 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 and spoke with you, submitted to waive the past dues and remove you from collections. Thank you.  In Health, EoS Fitness. 
  
  

• Initial Complaint

  Date:06/09/2025

  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. I signed up for free personal training and started getting charged for sessions. When I cancelled my contract 3 days prior to signing up I even spoke to manager to cancel it but proceed to just giving me the run around. Now this bill is in collections.

  

  Business Response

  Date: 06/19/2025

  Gisell, 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 inactivated the PT contract and also submitted for a refund.  Refunds can at times take up to 30 days to appear on your account. Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:06/09/2025

  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 signed up online for a gym membership with the ******** location. In January, a new location opened closer to my office. After working out there twice, I was advised by the front desk to upgrade my membership. I agreed and was referred to the Assistant Manager.Instead of upgrading my existing membership, I was sold an entirely new one. I paid a second sign-up fee and another annual fee. I was told I could call and get the previous annual fee refunded, which I did.Months later, I discovered I was being billed for two gym memberships and for personal training services I never agreed to or authorized.I contacted both locations. ***** at the ******** location helped close the duplicate membership, but it was later reopened. I also contacted ABC Fitness, the billing processor. On March 28, I received an email from ***** *. confirming my account was closed.On April 1, I received an email stating the membership was reopened due to an active personal training package. I replied on April 3 stating I never authorized any personal training, and on April 6, I was told by *** to follow up with the gym directly.Since then, Ive made multiple calls to the location. Most recently, I called at 5:42 PM and was told the manager would return my call in 10 minutes. That call never came. I called again at 6:17 PM and was told the manager had left for the day. A message was sent to the General Manager, ********* *******, and I was told to expect a call. I never received one.I am requesting:That I be charged for only one membership That all unauthorized charges, including personal training, be removed That I receive a refund for any fees incurred in error If this issue is not resolved promptly, I will proceed with a formal complaint to the *** and continue to inform others via public review platforms.Desired Outcome:Refund of unauthorized charges, cancellation of duplicate and unauthorized services, and confirmation of a single active membership.

  

  Business Response

  Date: 06/18/2025

  Jose, 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 cancel and refund the duplicate charges.  Refunds do take up to 30 days to process onto your account.  Thank you.  In Health, EoS Fitness.