Complaints
This profile includes complaints for EOS Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,064 total complaints in the last 3 years.
- 831 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/07/2025
Type: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 were charged ***** and ***** as annual fees for our EOS membership 1/2025. We changed our membership in 4/2025 and were charged an additional annual membership for ******. We were told our fees in 1//2025 would be refunded. They have not been refunded even after us reaching out to EOS many times.
Business Response
Date: 06/18/2025
Amy, 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 submitted for a refund and the ticket was just recently approved by our Regional Vice President. Refunds can take up to 30 days to apply to your account. Thank you. In Health, EoS Fitness.Initial Complaint
Date:06/06/2025
Type: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 have tried to cancel this gym membership for months. We have called. We went in and made an in-person request. Each time we get the run around and told to go online.Business Response
Date: 06/24/2025
Nicole, I see that you spoke with our District Manager and everything has been resolved. Thank you.Initial Complaint
Date:06/06/2025
Type: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.
Good day! May 30, 2025 me and my husband went to EOS ****************** We are suppose to just do the trial but ****** the Manager is able to encourage us to do the family plan. She said we can just cancel it anytime WITHOUT detailing the billing details of it. Unfortunately we decided to cancel it. I called there billing department and we are told that we need to pay the first month and the annual fee which is $120.00. As per the hotline ****** need to tell them it is waived then they can waive it. I spoke with ****** at *** regarding this but she said she is on lunch. I emailed her there was no reply. So I already sent a complain to *** regarding us paying the $120.00. The sad part is EOS, also ignored me. I am complaining EOS for charging us for something that we are not going to use. Annual fee means it is the payment when you used it for a year. We are willing to consume the monthly but for us to pay $120.00 it is not fair for customer. Our mistake is we trusted a Manager which I can say scammed us for not being transparent to their charges. But the company for tolerating such employee, *** is liable. This kind of policy of EOS of mandatory charging a customer for something they have not used is stealing. We had a membership May 30 and decided to cancel it June 4, then we will pay $120.00. This is purely stealing, for I have not been informed of this. I hope you can help us in this concern. Life is so hard right now to pay for something we have not used. Thank you.Business Response
Date: 06/10/2025
*********. 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 immediately canceled both accounts with no further debiting. Thank you. In Health, EoS Fitness.Customer Answer
Date: 06/11/2025
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:06/06/2025
Type: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 disputed the charge with my credit card, but was denied because I have no written documentation. I am seeking a full refund of $99 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. They never sent me the cancellation document and I can send a picture of the charge as well if needed. Im attaching a picture of what I went in for and what was told I was not able to do.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 summitted for a refund for you. Refunds sometimes take up to 30 days to appear on your account. Thank you. In Health, EoS Fitness.Initial Complaint
Date:06/05/2025
Type: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 in to cancel my membership last July. I gave them my 30 day notice but they never took note of my call and are now stating that since there is no record of my call I have to pay the annual fee and give another 30 day notice. The representative las July told me my account was going to be canceled. I want to at least get my money back from the annual fee of $198. I have contacted my bank as well to dispute these charges. All the current representatives are not helping either because the billing **** are saying contact the local ** but the ** is saying to contact billing.Business Response
Date: 06/18/2025
Ben, 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 stated that you were happy with the resolution and that you now have our District Managers email address. Thank you. In Health, EoS Fitness.Initial Complaint
Date:06/05/2025
Type: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.
There's 6 transactions totaling $472 when I was told it would be $19 I tried talking to them and they brushed me off even when they didn't give me a new trainer after the 1st one got a different job 4 weeks after I started and was never given another one, I was told I'd have a nutritionalist but never heard from one. I started on April of this year and was ripped off for the nearly $500 by May of this year.Business Response
Date: 06/11/2025
Ame, 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 waive the past dues and canceled the account for you. Thank you. In Health, EoS Fitness.Initial Complaint
Date:06/04/2025
Type: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.
see Attached documentBusiness Response
Date: 06/11/2025
******, I reached out to you via email because your complaint form was not attached to the submission we received through the BBB portal. I explained that we are here to assist you and simply needed clarification on your concerns so we could move forward promptly. To clarify, we did not receive a mailed version of your complaintour only notification came through the BBB system. In response to my email, you stated: "You can contact me through the mail. You already received my complaint by mail or you would not be contacting me now. If you dont want to correspond by mail, then I will consider this dispute over and my membership canceled. Do not contact me by email again. There will be no response."
Based on your request, I have canceled your membership and PT account. As a result, we will consider this BBB complaint closed. Thank you.Initial Complaint
Date:06/03/2025
Type: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.
Business Name: EOS Fitness Complaint Type: Billing/Collection Issue Desired Resolution: Removal from collections, refund, and account closure Complaint:I am filing this complaint against EOS Fitness due to unethical billing practices and a refusal to properly cancel my membership.I canceled my membership with EOS Fitness in accordance with their stated procedures, yet they continued to charge me after the cancellation date. When I contacted them, I was told to take the issue up with their third-party billing company. I followed up with the billing company and attempted to resolve the matter, but the charges continued.Despite doing everything they instructed, EOS Fitness then referred my account to collections. I am now forced to dispute this with a third-party collections agency for a charge that should never have existed in the first place.During this process, a representative from the billing company candidly admitted that EOS Fitness is their worst offender when it comes to these types of billing disputespassing customers back and forth between entities while continuing to collect unauthorized payments.This appears to be a pattern of deceptive practices, where the burden is intentionally placed on the consumer while EOS Fitness and their affiliates delay resolution and harm credit in the process.I am requesting the following resolution:Immediate removal of my account from collections Full reversal of any charges made after my cancellation Written confirmation that my EOS Fitness account is closed and paid in full A formal apology for the mishandling and harm caused Im submitting this complaint so others are aware of this systemic issue and to hopefully prevent future customers from going through the same ordeal.Business Response
Date: 06/23/2025
Guillermo, 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 waive the balance on your account, cancel the membership and remove it from collections. Thank you. In Health, EoS Fitness.Initial Complaint
Date:06/03/2025
Type: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 a formal complaint against EOS Fitness regarding an ongoing issue with their personal training program and billing practices.I signed a 6-month personal training contract with EOS Fitness at the [insert location, e.g., *********, **] location. I have already paid for 4 out of the 12 sessions. Due to a sudden financial hardship, I can no longer afford the remaining balance. I notified my personal trainer and requested to cancel the contract under hardship terms. I was told that unless I pay for 8 sessions in total (8 of 12), I cannot cancel even though I have no ability to continue making payments.EOS Fitness has continued charging my account and refuses to work with me despite clear communication about my financial hardship. I also emailed their designated cancellation email *********************************** and have not received a response. I escalated to their member services email ****************************************** but again received no assistance.Their actions are unethical and potentially violate consumer protection laws. They are refusing to cancel services I can no longer use or afford, and are making it deliberately difficult to stop unauthorized charges. I consider this a form of predatory billing.I am requesting the BBBs help to:Immediately cancel my personal training contractStop all future chargesPrevent further harassment or pressure to payI am a student and working with limited income, and this financial burden is unacceptable. I am happy to provide documentation of payments and correspondence with EOS Fitness if needed.Thank you for your help in resolving this matter fairly and quickly.Sincerely,Adriana [email protected]@gmail.com689-208-7644date of contract: March *******EOS Gym Location: ****************************************Business Response
Date: 06/18/2025
Adriana, 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 reached out to you several times via phone and email but they have not heard from you. I have also taken a moment to connect you and the staff via email. Thank you. In Health, EoS Fitness.Initial Complaint
Date:06/03/2025
Type: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.
Complaint Type: ********************************* EOS Fitness Amount Disputed: $312.00 Desired Resolution: Refund and Personal Training Cancellation Complaint Description:I am filing this complaint due to ongoing billing issues and lack of response from EOS Fitness. I submitted a request to cancel my personal training membership in accordance with the stated cancellation policy. Despite this, *** has withdrawn two payments of $156 from my account (totaling $312) after my cancellation request.I have attempted to contact EOS multiple times by phone and email but have not received any acknowledgment or resolution. The customer service at my gym location has also been unresponsive or unavailable when Ive tried to speak with a manager.This has caused undue financial stress and frustration. I am seeking the immediate cancellation of my personal training membership and a full refund of the $312 charged in error. If this is not resolved in a timely manner, I will pursue additional action through my financial institution and other legal avenues.Resolution Requested:Full refund of $312 Confirmation of membership cancellation Written acknowledgment of the resolutionBusiness Response
Date: 06/10/2025
********, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. I see that our team did cancel the account and submitted for a refund for you. Refunds can take up to 30 days. Thank you. In Health, EoS Fitness.Customer Answer
Date: 06/10/2025
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,
*************************
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