Complaints

This profile includes complaints for EOS Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  EOS Fitness

  14843 N Northsight Blvd Scottsdale, AZ 85260-2629

  
• 

  EOS Fitness

  3005 N Dysart Rd Avondale, AZ 85392-1203

  
• 

  EOS Fitness

  2156 E Baseline Rd Mesa, AZ 85204-6963

  
• 

  EOS Fitness

  780 Garden View Ct Encinitas, CA 92024

  
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  EOS Fitness

  7501 W Lake Mead Blvd Las Vegas, NV 89128-0275

  

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:12/05/2023

  Type:Sales and Advertising 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.

  The card on file is my mother's debit card. I am a student. My mom is on a fixed income. My stepdad had emergency cardiac surgery on September 8th. He was diagnosed with CHF with sudden death Syndrome. He had an ICD Placement in September. An ICD is a pacemaker with a Difibulater. My stepdad was the one giving my mom the money for our membership. He is no longer able to work and we are in a financial disaster. I spoke with **** several times letting him know that we may at some point cancel. In May I paid about $270.00 for Personal fitness classes upfront. In November I spoke with ******, and he stated that he was going to call me back regarding November's fee. I told him I had no funds, and he said he would do everything possible to get the fee removed, he also said he would submit a request for the Personal Fitness Refund and he would process a cancellation. None of this was done. I spoke to ***** around November 30 and she stated she would send an email to the manager but no one has called me. On December 5th I spoke with DT and he gave me the ************ to call and get this handle ASAP. I called that number and spoke with ***. *** stated he would do his best the resolve this issue but is not sure about my refund. EOS has extremely bad customer service. They just want the money and they never follow up. My stepdad's issue is life-threatening and my mom should not have to stress over a cancellation and a refund. **** has known what I have been dealing with since day one. Please help me resolve this ASAP.

  

  Business Response

  Date: 12/26/2023

  ******, I see that our Team worked with you and is providing a $301 refund.  Thank you for your understanding.  Refunds do take 8 to 12 business days to process. 

  Customer Answer

  Date: 12/30/2023

  
  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:12/05/2023

  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.

  EOS canceled my membership without contacting me. The local club told me I was cancelled because of not being eligible however I have an active Silver Sneakers program, I was turned away from my training session because of this. I do not understand a company that says they want to provide great customer service providing such poor service. Membership #**********. Because of this I m going to shop for another gym. I need a refund for the training sessions that I can now not receive.

  

  Business Response

  Date: 01/18/2024

  ******, thank you for reaching out to us via the BBB. Our team has left voicemails and emails for you which have all been logged. We do need you to respond so our staff member can resolve this matter for you.  If we do not hear from you then we will need to consider this matter closed. Thank you. 

  Customer Answer

  Date: 01/23/2024

  I havent received any voicemails or emails.My phone is ************ and my email is ********************

  

  Business Response

  Date: 02/13/2024

  ******, I see that an EoS Representative did cancel the account ad refunded the last 3 payments that you didn't utilize.  Thank you. 

• Initial Complaint

  Date:12/04/2023

  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 received an email for EOS Fitness Avondale that my monthly fee will be increasing on 1/1/24. I have contacted them twice since receiving this email that my contract that I signed on 6/11/17, states that I pay an annual fee of $39.99, that is an annual rate guarantee fee. I was told that it is out of their control and that everyone's fees are increasing. I have told them that they are breaching my contract. My current monthly fee I pay is $15.95, which they plan to charge me $20.95 beginning 1/1/24. I am attaching my contract that they will be in breach of and the email they have sent.

  

  Business Response

  Date: 12/20/2023

  *******, we have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for your experience. I see that an EoS Representative did work with you and will help you maintain your rate until June of **** where upon it will change.  Thank you. In Health, EoS Fitness. 

  Customer Answer

  Date: 12/20/2023

  
  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:12/04/2023

  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 joined this gym in August and was talked into 3 months of personal training, and was told to cancel I would have to do so a month before the end date. I call in October to cancel and was told by the new fitness manager that the guy who signed me up was fired because he was lying to people and I actually signed a contract for 4 months so there was nothing that could be done, even though he admitted the guy was dishonest when I signed my name. I accepted the loss and waited another month so I could cancel, I did so on November 5th and was told everything is good, making my last payment for training November 20th. I saw today, 12/04, that they charged me, I called and was told the training is cancelled but I have two more payments. If I signed up on August 14th for four months that would make 8/14, 8/28, 9/11, 9/25, 10/09, 10/23, 11/06, and 11/20 a total of 8 payments of twice a month that equates to 4 months. I have all of these charges on my credit card that I can prove. They told me I could show my statements to the fitness manager to get a refund for the charge on 12/04, which I find absurd. They can see the 8 charges on my account that I have listed and should refund me without me having to show my own proof. I dont trust that another charge wont show up on 12/18 or 1/1 and beyond. This place seems to have a history of this that I have seen several people describe in negative reviews left on ******* some say its been months without finding a solution. This is extremely alarming to me and seems like action needs to be taken toward this company to figure out exactly why so many people keep getting charged when they are not supposed to be, and then have to spend so much time trying to get there money back and not be charged again.

  

  Business Response

  Date: 12/20/2023

  *****, we have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for your experience. I see that an EoS Representative did connect with you and the two of you are working forward on a resolution.  That is great news.  Thank you. In Health, EoS Fitness. 

• Initial Complaint

  Date:12/04/2023

  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.

  We signed up for the gym 6 years ago, before it was even open for business. We were told we were getting a special rate since we were signing up so early and assured the rate was locked in and would never change. We recently got a letter saying the rates were going up. We called the gym to complain and were told corporate had made the decision and there was nothing they could do which is understandable but theres no corporate number you can call. When we asked how the rates could change, he told me that we used to pay a yearly fee to guarantee the rates were locked in place. So I asked if we no longer had to pay that fee, and I was told we still had to pay it and that the fee just wasnt for the price guarantee anymore. So we were paying a fee for a service they took away, and replaced with who knows what, without our consent. That seems entirely illegal and very poor business practices. I again asked how they can change a contract, I was told the company sent out an email about the price increase and if we didnt want to pay it then we could quit our membership. This is along the lines of a bank increasing the rates of a car loan and telling you that you can just return the car if you dont agree. No one would accept that. I understand its not on the same scale but its the same principle. I didnt agree to a membership with a flexible payment, and I didnt pay a fee for six years to guarantee that payment wouldnt change just to have them change there mind and go back on their guarantees.

  

  Business Response

  Date: 12/18/2023

  *******, we have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for any inconvenience that you may have experienced. We did send an addendum in September/October with verbiage that states this is an Annual membership fee and not a rate guarantee fee.  The pricing change will remain in tact.   Thank you. In Health, EoS Fitness.

• Initial Complaint

  Date:12/02/2023

  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.

  A Gym with Unethical Business Practices I have tried on many occasions to cancel my membership, its beyond frustrating because I have never stepped my foot inside to workout. I signed up with EOS Fitness under false pretenses given from their tour guide in which I asked the tour guide on multiple occasions about my needs and want in a gym and he promised me that they will have all of it and more. My experience with this gym has been nothing short of disappointing, marked by deceitful practices and an utter lack of transparency. Attempting to cancel my membership with EOS Fitness has proven to be a nightmare. Despite adhering to their supposed cancellation procedures, I found myself facing obstacles at every turn. The staff appeared indifferent to my requests, making the process unnecessarily convoluted and time-consuming. It is clear that the gym employs these tactics to discourage members from canceling, prioritizing their profit margins over customer satisfaction. False advertising is another major issue that plagues EOS Fitness. Promises of powerlifting equipment in specific areas of the gym turned out to be nothing but lies. This blatant misrepresentation of services not only wasted my time but also underscored the gym's lack of integrity. The bait and switch tactics used by EOS Fitness are nothing short of deceptive, as they lure potential members with promises that they have no intention of fulfilling. The lack of accountability and transparency in their business practices reflects poorly on their commitment to providing a positive and honest fitness experience. In conclusion, the gym's unethical business practices, including ever-changing membership prices, obstacles in cancellation processes, and false advertising, have tarnished its reputation in my eyes. I would strongly advise anyone considering joining EOS Fitness to think twice and explore more reputable options in the fitness industry.

  

  Business Response

  Date: 12/20/2023

  Favour, we have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for your experience. I see that an EoS Representative did cancel and refund your account.  Refunds do take approximately 8 to 12 business days to appear on your account.  Thank you. In Health, EoS Fitness. 

• Initial Complaint

  Date:12/02/2023

  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 tried to cancel my personal training. I was going and spoke with the personal trainer about preexisting conditions/injuries. He stated he would modify. I ended up getting injured in my back so bad from an exercise. After consulting with a physical therapist and explaining some of the exercises I was doing he states that I should have never began without a list of modifications. I had to take time off to recover because I could not bend, twist, sit, ect without pain (not just sore healthy pain). My husband had to help me roll over in bed for a week while I screamed in pain.At this particular time I asked for it to be paused to heal and focus on my new job/kids starting school. *** did pause my personal training for a month.Fast forward a month I then proceeded to break my foot at work and required surgery. My doctor wrote me a note stating I am not to enter a gym until no earlier than January and to allow me to withdraw my membership. My physical therapist believes that going to personal training is doing more harm than good. I want to continue physical therapy and invest my money in that so I can heal some of my hip, core, foot and knee instabilities with someone with an advanced medical background on how to get there.They wouldnt let me decrease my membership from the black back to the basic until I could go back into the gym. Even though when they sold me the higher membership they told me I could drop it down with no issues whenever. I specifically asked to speak to the personal training manager. The front desk person went into the office of the manager yet she refused to come out and talk with me and had him relay messages. Keep in mind I rolled into EOS on a knee scooter two weeks post surgery. Even when I did attend personal training most of the 30 minute session was the person thinking about what to do next and us walking around because the gym is too busy and everything was taken.I want out of my membership and my personal training!

  

  Business Response

  Date: 12/18/2023

  ******, we have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for your experience. I see that an *** Representative refunded $68 and the froze the account for you.   Thank you. In Health, EoS Fitness. 

• Initial Complaint

  Date:12/02/2023

  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 in April of 2023, I was VERY much so pushed into the personal training program, I told them I wanted to get in shape and would have my own regiment. They then kept asking me about different things like protein intake, my goals and all of that. I told them I wasn't looking for PT but ended up getting haggled into a 2x a week plan for 156$ bi weekly payment. When I was signing up they had an E signature set up on a card reader and the contract was on their computer screen..pointed at them..away from me..so i wasnt allowed to read it..and they just kept telling me when to initial. I got double charged for the annual fee...never got refunded for the double charge. My personal trainer quit within the first 2 weeks of our work together...and the trainer I got after sat on his phone...didn't pay attention,and would feed me incorrect information on sets/reps, AND complained the entire time about his own personal problems and how much he hated his job. So not only did I bear with that for about 5 months, when he canceled or called out...I STILL paid for my training and never got those sessions back. Fast forward to having 2 payments left. My grandpa got cancer and needed full time care. So I needed to freeze my account to take care of obligations, when I called about it the ** told me to tell my Personal Trainer..well I did..and he couldn't do anything and since he didn't notate it..I have been getting charged passed my ended contract date and got sent a bill for 780$ and since it takes time with mail..my bill is now sitting at 1,100$ with sessions I didn't know about..nor have I been using. It's been charged with my EOS account and not my bank/card. I've been getting charged for MONTHS without knowing. When I called I was told I wasn't allowed to cancel those bi weekly payments till I was"caught up"I don't have 1100$ sitting around. I'll pay the 1 MAYBE 2 sessions I had left. I can't do 1100$. This was supposed to be a good thing for me and has been a disaster.

  

  Business Response

  Date: 12/18/2023

  Cierra, we have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for your experience. I see that an EoS Representative did an immediate membership & PT cancellation with waiving the past due balance on the account.  Thank you. In Health, EoS Fitness. 

• Initial Complaint

  Date:12/02/2023

  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.

  The agreement number with EOS Fitness is *****. On October 23, 2023, I contacted EOS Fitness at **** S **** School Rd about their 7-day gym trial. I was scheduled to meet with the general manager ************************************* who immediately talked me out of the 7-day trial and into a full membership. I was okay with being talked into agreeing to a full membership as it was in my interest to join I just couldn't afford the joining costs which he was able to sign me up for $1. Immediately after speaking with *****, he transferred me to meet with a fitness advisor who aggressively tried to sell me on personal training sessions. I informed the fitness advisor that I was a full-time college student and was unemployed and he blatantly ignored my concerns and began negotiating a price I could afford to start training. Eventually, he asked if I could pay $19 for my first session to get started and I finally caved to end the conversation. I assumed one session with a personal trainer would be no big deal. What he didn't explain was that he signed me up for a multi-session agreement that was not provided and documented to me. All that was asked was I sign a liability waiver on a digital pad where no documentation was provided. Upon returning home that evening I was greeted with an email saying I signed up for over $700 in personal training sessions. The next day during business hours I confronted the fitness advisor and confronted the scam. He informed me that since I was canceling before their 3-day policy it would be canceled and I wouldn't be charged. I also went back inside and spoke with the front desk attendant who also assured me I wouldn't be charged. Fast forward to November, I begin to get charged for said training sessions. After contacting the gym the general manager ************************************* refused to refund and cancel the training sessions that I already put in a request to cancel. I then requested my entire membership be cancelled which he stated he wouldn't do.

  

  Business Response

  Date: 12/09/2023

  ****, we have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for your experience. I see that an EoS Representative had already canceled the PT account.  However, there were past dues because you did a charge back on the account.  The team did was the past dues now, hence you are all set.  The account is canceled and the past dues have been waived.   Thank you. In Health, EoS Fitness. 

  Customer Answer

  Date: 12/11/2023

  
  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,
  
  *********************
  
   
  

  Customer Answer

  Date: 02/29/2024

  I had previously reached out through BBB and was given an offer from EOS to cancel the personal training sessions they wrongly charged me for and to cancel my membership. However they never actually followed through and now I'm receiving calls saying it's getting moved to collections.

  

  Business Response

  Date: 03/01/2024

  ****, our Regional Vice President informed me that you did chargebacks on the account which made it appear as an open account and our processing company was trying to collect.  Our RVP did submit a ticket to remove the past due balance and you are in the clear now. Thank you. 

• Initial Complaint

  Date:12/01/2023

  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.

  The group fitness room has been closed for general use unless you join a class. I go and practice for dance in there and i sometimes dont want to work with everyone upstairs and I strong disagree with them closing it. The worker said they closed it because people were leaving a mess in there with the weights. Isnt it their job to make sure these things are taken care of? I dont leave a mess at all when I go and some ruin it for others.

  

  Business Response

  Date: 12/12/2023

  *******, we have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for your experience. I see that an EoS Representative, ******** did speak with you and explained that it would be difficult to make special circumstances for her and your friend using the studio when we can not make it for others. Thank you. In Health, EoS Fitness.