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

  8125 W Sahara Ave STE 100 Las Vegas, NV 89117-1989

  
• 

  EOS Fitness

  39400 Murrieta Hot Springs Rd # 101 Murrieta, CA 92563

  
• 

  EOS Fitness

  3156 Sports Arena Blvd San Diego, CA 92110

  
• 

  EOS Fitness

  1661 S. Alma School Rd Mesa, AZ 85210

  

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:04/28/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the Surprise ******* location to buy a basic level membership on 4/24/25. I was being helped by an associate named *****. While I was setting up my account, he said there was a special offer to get one discounted personal training session for $19. When I asked if it was cancelable and a trial session, he said yes. He then glossed over the paperwork to agree to the first session. I only ever agreed to the $19 first session When I arrived on 4/28/25 for the first session, the personal trainer showed me paperwork asking to confirm I am okay with the 8 $150 payments for the next 4 months. I was shocked because I had not heard of any of these charges. She then showed me powerpoints that explained the charges and asked if I had ever seen these slides before. I had not. Apparently he was supposed to show me the slides to explain the agreement. After going back and forth with the personal trainer, she informed me this sort of thing has happened before. When I asked if I could cancel, she said there was only a 3 day ***** period that I had JUST missed. It felt very frustrating. I wasnt told these charges at all but also was scheduled just outside the ***** ******* I submitted a cancellation request online, but the personal trainer told me the business has had very few successful cancellations.From my understanding when I got home and looked into this further, sales associates get commission on these personal training sales. He purposefully deceived me and lied about what the agreement entailed. I am beyond frustrated and would have never accepted the sessions if I knew there was a $1200 bill to pay.They put a 30 day freeze on my account but said I cant cancel right then and there. I dont want the PT sessions anymore and want the pending bills removed. Unacceptable and deceptive sales practices.

  

  Business Response

  Date: 05/04/2025

  Jaydah, 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 do a three day cancel meaning all money paid on the PT package will be returned.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:04/28/2025

  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 joined this gym during open enrollment but had to cancel just a week later due to personal reasons. I never even stepped foot in the gym to work out, yet I was informed that I now owe over $80 just to process the cancellation. What an absolute scam

  

  Business Response

  Date: 05/04/2025

  ******, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. I see that our team canceled the account with no payment needed.  Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 05/04/2025

  
  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:04/25/2025

  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.

  We are looking to terminate my husband's membership immediately due to misleading info & false advertising when he signed his contract with rep ******* *** at this location.We are extremely unhappy with EOS/ABC Fitness as a whole & do not want to continue any type of relationship moving forward. This company uses unethical sales tactics & misleading advertising to sell their memberships & other services. When my husband signed up for this gym membership & contract, they offered him the standard $10 a month membership & then the option of personal training which amounts to $88 a month, from what we see on credit card statements. You can NOT cancel this. My husband made it clear to ******* that he could not afford this as we have a baby on the *********** is tight currently ******* told my husband that he could treat this as a free trial & cancel if he is unhappy with the personal training and doesnt want to continue it. From my conversation today with a billing manager whose name is ******, she advised that this free trial is only a cancellation window of ********************************************************************************************************************** the first place. A manager at the club submitted a cancellation request to billing & billing went on to deny this request.When I spoke with the billing manager ******, I asked her if there was a third party present during this contract signing or any type of **************** said, No, that isnt required by law in the state of Nevada so we dont do that. This again emphasizes my statement that EOS/ABC fitness is misleading on purpose to sell memberships & keep members locked in while making the ******************** of it seem more appealing than they actually are. ****** stated that anything said regarding this contract signing is now all hearsay. This isn't very ethical. I sent an email complaint to the district manager at this location & have still not received a response...

  

  Business Response

  Date: 05/04/2025

  Bianca, 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 all accounts and submitted for a refund.  Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:04/23/2025

  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 issue is about the free 1 year membership for having 3 referrals. My referrals were back in April of 2024, you can see that the manager handling this issue is just taking "his" time re reaolve the issue. However one of friends forgot to mention my name as referral, but i was going with her to the gym most of the times and a lot of managers saw me with her. So, back on May of last year I asked this manager about my referrals and he said "we will need approval from Corporate to add her on you referrals but it should be fine because ive seen this person many times, this was back on May.Since then, ive been on the gym and talked to the manager a few more times where he has told me, oh I would handle that problem. Around 6 months ago I moved to a different city so I call the manager and he is never there and when I ask yo receive a phone call back I never receive one, multiple times. I just called today to speak to the manager at the ***** location in ****, now a new girl stating she was a new manager said that she review my account and one of my referrals didnt pay for 3 months and I don't qualify now for the full year, instead just 3 months for the 2 referrals... ive been dealing with this situation for 1 year and a new manager wants to give me the 3 months because of "the reason" she thinks is the correct. So ive lost a lot of talks and phone calls and now this new person with zero help attitude wants to give me something I was told I would receive by the manager who handled this situation since the beginning. Im still paying for my membership, I told the "new manager" to have the manager who handled my case to call me tomorrow april 24th to provide more accurate information. This is a ok gym but the service you get from their promises lack on clear communication and assertive help. I want to get this issue resolved the soonest.

  

  Business Response

  Date: 05/02/2025

  ******, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. I see that our team spoke with you already and updated your billing for you. Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:04/22/2025

  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.

  I am filing this complaint against EOS Fitness Altamesa (**********, **) due to continued unauthorized billing for personal training services totaling $544, charged from December 2024 through March 2025. I canceled personal training in November 2024 in person with my former trainer, ******* ******, and completed the required electronic signature. I was clearly informed that charges would end after November. Despite this, *** continued billing me monthly. My repeated attempts to resolve the issue by phone and in person were met with inconsistent information, lack of documentation, and failure by management to return multiple promised calls. The fitness manager later stated that my account showed a cancellation only as of March 4, 2025, and acknowledged that my former trainer had mishandled cancellations for other clients. I have since confirmed through **** training app that ******* ******* last day at the ******** location was February 3, 2025, raising further concerns about the validity of continued charges under a trainer who was no longer employed at that location. I am seeking a full refund of $544 and formal acknowledgement of the original cancellation submitted in November 2024.

  

  Business Response

  Date: 05/02/2025

  ********, 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  worked with you personally and they have submitted for the requested refund.  Refunds do take 8 to 14 days to appear on your account. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 05/06/2025

  
  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:04/22/2025

  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 am writing to request the immediate cancellation of my membership and a full refund for the charges incurred since January. I originally contacted your team in January to cancel my membership due to personal discomfort with the facility and because I have relocated out of stateI no longer reside in ******* or anywhere on the **********. Despite informing the representative at the time and clearly expressing my intent to cancel, I have continued to be charged monthly. I also called again this past Friday to resolve the issue, only to be told I would need to pay again for April in order to cancel. I find this unacceptable, as I already took the necessary steps months ago and have not used the facility since moving. Please consider this message as my final cancellation notice. I am not agreeing to pay any further charges and am requesting a full refund for the months I was wrongfully charged after January. I trust you will handle this matter with urgency and fairness. Please confirm the cancellation and refund as soon as possible.

  

  Business Response

  Date: 04/30/2025

  Ivy, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. I see that our team did submit a 3 day cancel for you.  Our processing company kicked it back as it was after the three day however it is being pushed back through for you.  Which means the account will be canceled and all money returned.  The ticket submitted is waiting final Regional Vice President approval. Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair 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 had a membership with *** that I got at one of their new gym openings in October of 2023. Once a location opens closer i started going there for convenience. My membership fee was ***** a month. My wife decided she wanted to start going to the gym and I went in to inquire about a new membership at 9.99 a month. The sales *** stated hey if you open a family account you can get that ***** per person so you wont lose it. Hesitantly I accepted the offer. I brought my wife in and the person that helped us **** reiterated the same thing about ***** per person and since I had just paid my membership fee that previous October that she would notated the account for her manager to move it to October so I dont get charged twice and she would cancel my existing membership also to start the new one. There is where the problems began. First month I was charged for 3 accounts and I was being charged ***** a month which was not the agreed upon amount. They looked at the system and saw my old account was not cancelled so they cancelled it again and refunded the amount charged. The monthly was still wrong and they stated it was because I was using a credit card for billing and that if i changed it to a debit or checking account that fee would be waived. I followed suit and next month one account bills ***** and the other *****. I went back in and they said it was because it needed one billing cycle to fix itself. I waited another month and same thing. I have not been able to get one manager or person to call me back. You ask for a person to contact and they cant give manager numbers out and they dont have a ***** number. I filled out a form online to have someone reach out and still crickets. Im so beyond frustrated with Eos lack of customer care because simply there is none. No one can give me an answer other than I should not be being billed the amounts Ive been billed. Their follow up and follow through is non existent and this is a bait and switch

  

  Business Response

  Date: 05/01/2025

  *****, 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  spoke with you and explained that the future billing will be correct and he was able to clear up the past payments. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 05/01/2025

  
  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:04/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday, March 26th, my family and I visited the ******* in *********. We were introduced to the gym by ****, who offered us a 3-day free trial (excluding the weekend), and told us we had until Monday, March 31st, to decide if we wanted to proceed with the membership. It was a family plan for 4 people.Due to the distance from our home, we decided not to continue. **** clearly told us there would be no charges. However, a few days later, we were surprised to see both the annual fee and the monthly membership fee charged to our account.We went back to the gym to request a cancellation and a refund. The staff said it would be resolved in a few days. Nothing happened.We returned to the gym at least three more times, and each time we were told that the refund would be processed soon but again, nothing happened. They keep making empty promises and giving us the runaround. This is unacceptable and extremely unprofessional.We are requesting an immediate cancellation of the plan and a full refund of all amounts charged.

  

  Business Response

  Date: 04/30/2025

  *******, 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 submit for a 3 day cancel which cancels the account and returns all money paid on the membership. Thank you.  In Health, EoS Fitness. 

• Initial Complaint

  Date:04/20/2025

  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 had signed a personal trainer contract with ***************. I had to go to ** after signed up. I called them to cancel the service. They are refusing to cancel service eventhough i called them multiple times.They have charged me for last one year for $1867 towards personal training charges.They also charged me for membership services 12 x 29 dollars for one year.I spoke to their billing department and personal trainer department. They claim some fraud is going on and refuse to cancel the serice. I want them to stop charging me ASAP.I want my money back for services that were not rendered.

  

  Business Response

  Date: 04/30/2025

  Palani, we have received and reviewed your correspondence submitted to the Better Business Bureau, and we appreciate you sharing your experience.  Your phone number, email and name do not pull up a membership account.  I did send you an email and I ask that you please send me information that matches your membership so I may have a team member assist you quickly. Thank you. In Health, EoS Fitness. 
  
  

• Initial Complaint

  Date:04/20/2025

  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.

  March 10, 2025 Membership Signup User signed up at **********************. The salesperson (approx. 6 ft, curly hair, chubby build, youthful) stated that canceling within 3 days would prevent all future charges, including a $99 fee on April 9, 2025. March 13, 2025 Membership Cancellation User canceled in person and also attempted by phone. Despite multiple requests, staff refused to provide written confirmation. Screenshot evidence shows intent to cancel that day. April 9, 2025 Unauthorized Charge EOS charged $99 despite the cancellation falling within the stated 3-day window. April 10, 2025 Still Listed as Active / Demand Letter Sent User was still listed as active. A demand letter requesting a refund and membership termination was sent to *** **************** April 10, 2025 In-Person Visit User met with ** *** ****** about the charge on **** ***** account, which should have been canceled March 13. Dre had no explanation and referred the user to *** **************** who said they couldnt help.When informed, Dre said cancellation was possible but without refund and with an additional months charge due to the 30-day policy. The user proceeded, and Dre had front desk employee ***** handle it.Dre contradicted himself by claiming the membership couldn't be canceled without **** presentafter just allowing itand walked away when confronted.***** remained professional and referred the user to Operations Manager ******* *****, who promised the account would be canceled and refunded. April 20, 2025 No Refund / Still Listed as Active To date, no refund has been issued and **** **** remains an active member in the system with a future payment scheduled.

  

  Business Response

  Date: 04/30/2025

  *****, 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 a three day cancel on the membership where any money paid will be returned. Thank you.  In Health, EoS Fitness.