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:05/29/2025

  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.

  These crooks make cancelling a membership very difficult to impossible and won't even let you unless you agree to pay $9.95. My son and I have not used it in over a year and I can't cancel it except online. I canceled my personal training over a year ago in person and asked that they cancel my membership. I was told I had to go online. Why? Why can't you just cancel it while I am standing in front of you? You had no problem taking my money that way when I signed up! I need a login, which I don't have or ever had so I had to create it, online. Then when I tried to submit the cancellation request it wouldn't even let me unless I paid $9.95 on my card! These crooks should be in jail. In NY they passed a law making it as easy to cancel a gym membership as it is to sign up for one. I'm definitely contacting my representatives about that. Shame on Eos Fitness who will rob you blind and provide you nothing for it. They SHOULD give me my money back for me and my son's membership for the last 1+ years of non used fees but at the very least, DON'T CHARGE ME to cancel!!!! Other gyms in ** don't do business this way.

  

  Business Response

  Date: 06/13/2025

  TJ, 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 due balance on your account and canceled immediately.  There will be no further billing. Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:05/28/2025

  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've tried to cancel and get a refund for the annual fee for months now. I've emailed asking to cancel my account serveral times however I keep getting charged the monthly membership fee. I was charged a $65 annual fee that I was trying to avoid as I've only been to the gym a couple times in several years.

• Initial Complaint

  Date:05/27/2025

  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 for personal training on 01/04/25. I was told I could cancel after 4 months. After 4 months I had a life changing event and needed to cancel. I was told by the fitness manager my last payment would be 04/10/25. When I put the request to cancel through their website I was told that it had to be 8 invoices. I went in and spoke with the gym and they said I needed one more payment. I made an additional payment and submitted a cancellation again. I receive a phone call stating I cannot cancel unless I pay all 12 invoices. I have been given the run around. My 16 year old is experiencing the same regarding canceling hers and legally she is not even old enough to be held liable for this. We are looking to seek legal help and full reimbursement if we cannot get this solved outside of court.

  

  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, both our District Manager and our Regional Vice President were in the same room when the District Manager was speaking with you.  they laid out the term of the contract and you agreed. By the advice of the *** there is no refund due.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:05/27/2025

  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.

  Over the past 2+ months, *** made repeated efforts to resolve an issue with EOS Fitness related to personal training services I paid for but never received. I was charged over $800 at the ***** location. My trainer never provided a training plan, nutrition info, or PT app access despite these being part of the contract and being requested many times over the first month period. During our first session, he spent most of the time texting. At one point, I was directed to lift too much weight without a spotter, and another trainer had to intervene to prevent serious injury while the PT was texting. He forgot to show up to our 2nd scheduled session, and I was given a rushed 20 min workout to "make up" for it after I was denied rescheduling the 50 min session I had paid for. I was promised access to resources (training plan, nutrition and supplement info) again in person, and after 5 days of attempted contact for the things I had paid for with no response, I no longer felt safe continuing. I reached out to the PT about switching to another trainer, received no response, and was charged for a "missed session". I tried to escalate this at two EOS locations, returning multiple times during manager hours as directed, only to be told no one was available. After more than 10+ failed attempts in person and by phone, I was given an email address. On April 14, 2025, I submitted a detailed complaint requesting a freeze on my account, a copy of my contract, and a refund. I received no response. Only after my payments were blocked did someone respond- after nearly two months and 20+ contact attempts. Ive since received daily charge attempts and calls/texts/mail. The ** finally replied but ignored my concerns, suggesting I meet with a trainer who would make me "more motivated". I requested documentation and resolution via email, gave a 7-day deadline (May 25), and have heard nothing back. She never responded, and I have been denied a copy of my signed contract multiple times.

  

  Business Response

  Date: 06/12/2025

  *****, I see that you had a follow up conversation with our Manager and he was able to explain the refunds to you and ensure that you are take care of. Thank you. 

  Customer Answer

  Date: 06/23/2025

  I filed a complaint with the BBB because the gym I had signed up with was not providing the services they were charging me for, and were continuing to ignore me when I tried to reach out to management for a solution. I want to update my complaint.
  
  The gym did not reach out following the BBB and state Attorney General Complaints, but DID reach out after I filed a chargeback through my credit card company. I disputed $1000 worth of charges, and the gym claimed only $250 of these purchases were actually charged to my account (untrue). This was the 10+ staff member I had talked to over 2 months, and the 4th manager (in this case, district manager). The manager kept disputing the charges, but I sent multiple documents outlying all of the issues I had experienced, including my reports to the BBB, my credit card dispute, and the AGO. After multiple emails arguing with me over payments that "didn't occur" EOS failed to provide 1) proof of a contract 2) proof of payment and 3) info on the situation. Once I threatened legal action and provided 10+ documents of proof (the same documents that had been provided to lower level staff and ignored), the district manager sent an "apologetic" email listing they were in the wrong and everything would be refunded. I have yet to be refunded, but the district manager stated it might take upwards of 2 weeks, so I'm keeping a close eye on it. Overall, I am dissatisfied and while I received the desired result after MONTHS of my hard earned money and time was spent, I still stand by the fact that this is a corrupt company that is just waiting for a class action lawsuit, has broken multiple laws just in our interactions, and I am considering filing a class action lawsuit to prevent the public from further manipulation. I was promised a refund, have not received it after a week, and will contact the BBB if I receive it. EOS Fitness remained highly unprofessional and I want to make it clear that this entire process has been predatory and the only reason I received resolution is because my bank disputed charges, not because of my consistent good-faith efforts to reach out, not the reports I made to BBB and other organizations. I will most likely continue to report them to other agencies/file a class action lawsuit, but want to make sure the BBB recognizes I reached resolution with the business. EOS Fitness kept saying they were "CCing" the BBB on our emails, I asked them for proof because the only "CCs" were other members of EOS, and never received proof that the BBB were involved. If they were lying, I am happy to provide proof on all of our interactions where I requested BBB involvement and they said you were being included. 
  
  ***** ******

  

  Business Response

  Date: 06/30/2025

  *****, as stated in the Attorney General complaint response where we informed you that the team hear you and submitted a refund for the $840 for PT and $132 for supplements (which we cannot have you return as it is against policy). We also waived all your past dues and canceled all account. Thank you. 

• Initial Complaint

  Date:05/27/2025

  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.

  Where do I start. On March 31st, I joined *** and was excited to start. On April 1st I was in an accident and knew that I would not be able to keep my membership. I contacted the gym and spoke with ****** ******* who was the one who signed me up. I told him my situation and he told me that it wouldnt be a problem and that he would cancel all my agreements, that once I was better we could sign me up again and start fresh. Weeks later I received a bill and was confused about that. I contacted the gym and ****** said not to worry about it. Then I continued to see charges trying to come out of my account. I called the gym again and asked for ****** and was told he would call me back. Never heard back and then I started calling and asking for *******. Once again I was told he would call me when he had a chance, I received no such call. I was told by one of the employees to call billing, so thats what I did. Billing was a whole different experience. I was told that they were a third party company that handled billing for Eos Fitness and that I needed to call the gym directly. I explained that they told me to call billing. Ive been going back and forth with phone calls and nothing. I had to change my bank account number because they kept trying to charge my account and the charges were going up. Ive talked to billing again and now they are threatening to send me to collections. Somewhere at this location there seems to be a lack of communication. I still have heard nothing back from them and Im at a loss. I found out that Im not the only one and that ****** ******* is no longer at that location. No one at that location seems to care and Im stuck with a bill that I shouldnt owe. I feel that I was lied to and ****** had no intention of taking care of my paperwork or he just lied about it. Ive never worked out at the gym because of my injury and thought I didnt have to worry, but I was deceived. Its been 8 weeks and still no communication.

  

  Business Response

  Date: 06/05/2025

  ****, 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 waive the balance on both accounts and they also submitted to remove them both from collections.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:05/27/2025

  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 up for 7 day free pass at EOS at i17 and bell. **** was rude and would not let me use the pass cause I was a member to different location several years ago. I explained I was looking at canceling my current gym and join here but wanted to try it out for atleast the day. He refused as I walked out. Lost a long time membership.

  

  Business Response

  Date: 06/13/2025

  ******, 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 several times to gain more insight and I too reached out to you via the phone where I left a voice mail.  I have connected you and our District Manager on an email hoping that the two of you can speak.  We do apologize for you experience using a seven day pass and we truly are sorry that we lost you as a lifelong fan. Thank you. In Health, EoS Fitness. 

• Initial Complaint

  Date:05/26/2025

  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 signed up for a promotional gym membership under a WillPower 30-day trial. My agreement is marked Open, meaning I was not under contract and should have been able to cancel at any time. I canceled in writing within the trial period, yet EOS Fitness continued to charge me beyond the cancellation date.After removing my debit card from their system, they somehow accessed and charged a new card I never authorized. This feels like a serious violation of consumer trust and financial ethics.The gym environment was also deeply concerning: I was followed and harassed by aggressive members who photographed me in the locker room, and when I reported this to management, it was completely disregarded. This location prioritizes profit over safety and enables predatory behavior.I have documentation of my cancellation, proof of charges after cancellation, and a copy of my agreement showing my open contract status. I am requesting:A full refund of all post-cancellation charges Immediate and permanent account termination No further billing or contact from this business This business has failed to honor its own promotion, misused my financial information, and created a hostile and unsafe environment. I hope this complaint initiates serious review and resolution.

  

  Business Response

  Date: 06/10/2025

  Ebony, 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 cancellation on the membership and PT and is providing a refund as well.  Refunds can take up to 30 days to process onto your account. Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:05/25/2025

  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.

  *** in ****** is taking advantage of elderly people. I have been charged twice for an annual fee this year in 2025 $81.92 on 1/27/25 and $71.94 on 5/12/25. I have also been charged more than my monthly payment of $10 on 2/25/25 as I was charged $30.53 and $30.83 on 4/14/25. I went to the location and was told the increase in February was due to reconnection fee when I have not requested to cancel my membership until 5/16/25 due to all the issues I have had with EOS billing me more than I should be. Also, I want to point out I informed this location I should not have been charged any monthly fees as I'm a senior and silver sneakers covers for me to go to this gym without any cost out of my pocket and EOS declined this. This location needs re-training and should not be misleading seniors and telling them they need a membership when this is not accurate. This makes me believe they are doing this to increase their numbers in sales. I am requesting a refund of $20.53 for February, $20.83 for April and $61.94 for May and ensure no other charges are billed. The location has refused to resolve my issue and in need of resolution/refund.

  

  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 called and left voicemails for you.  They did submit for a refund and it was showing successful for a reversal on the annual rate and the monthly. You are all set at this time.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:05/25/2025

  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 tried to cancel my account/change my membership in person, yet I still have been billed monthly for the highest costing membership. I called after realizing I am still being charged and am now faced with a $80 annual fee I have to pay before I cancel my membership! Can you please help! I have lost over $200 this spring to a gym I dont even go to.

  

  Business Response

  Date: 06/02/2025

  *****, 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 did cancel your account with the 30 day notice and I also see that they did waive the Annual Rate, which you did not pay.   So you are all set at this time. Thank you.  In Health, EoS Fitness. 
  
  

• Initial Complaint

  Date:05/24/2025

  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.

  This company used very high pressure and uncomfortable sales tactics to get me locked into a binding contract. My personal trainer even lied to my face about me being locked into a contract saying, in verbatim, they wont lock you into a contract, I wont let them do that to you. In December 8th, 2024, I suffered an injury to my finger (see photos for medical record) which should, according to their binding contract agreement (see photos) have allowed me to cancel my membership and personal training contract. Instead of this happening, my contract was messed up while being rewritten and I was locked into the contract even further. Since then, theyve acted fraudulently by attempting to continue charging my credit card which has led to financial difficulties as it is now maxed out. This has also led to my credit score taking a hard hit as Im unable to pay my credit card off. The gym has been extremely difficult to get in touch with and reluctant to work with me in getting this resolved. I finally managed to talk to the manager, ******, for the first time on May 15th. He said he would get this matter resolved but ever since that day, the gym has charged my credit card every single day. Ive been trying to get another hold of ****** since this has started, however its been impossible as the front desk representatives use the same excuse of him being unavailable and that they would have him call me back which hasnt happened. I seek to get refunded all of the money Ive been charged since the time of my injury incident that should have made me eligible for cancelling my membership and personal contract. I also seek to have my membership and personal training contract.

  

  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 worked hard for you and waived the $528 dollars on the account for you.  You are all set at this time.  Thank you.  In Health, EoS Fitness.