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

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

  
• 

  EOS Fitness

  35 S Stephanie St Henderson, NV 89012-5553

  
• 

  EOS Fitness

  8615 W Rome Blvd Las Vegas, NV 89149-1201

  
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  EOS Fitness

  2322 N University Dr Coral Springs, FL 33065

  

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:11/27/2023

  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.

  My daughter entered into a Contract with the *************** 54/Ballantrae location despite being 17 years old at the time. I called to cancel her membership prior to the one month trial membership ending. Despite being assured by **** (the Operations Manager) that she would not be charged the next month's fee since we had canceled in time, on October 27, 2023 she was charged the next month's fee of $78.09. When I called back **** said the refund had been processed and she should receive a credit in 3-4 weeks. I called back on November 27, 2023 when no credit had been received. At that point ***** (sp?) told me I needed to contact their third-party processor, **** to get the refund since EoS had requested it already. Upon calling **** I was told *** never requested a refund.

  

  Business Response

  Date: 12/04/2023

  *****, Thank you for reaching out to us.  I have worked with the Florida team and even though they originally submitted a cancellation, it did not process correctly.  The cancellation and refund have successfully been submitted and approved.  Thank you. 

  Customer Answer

  Date: 12/06/2023

  I still have not received the refund. You have told me before it has been processed only for me to find out it had in fact not been processed.  When I get my refund I will be satisfied.  

  

  Business Response

  Date: 12/12/2023

  *****, thank you.  I do see that the ticket for the refund was submitted.  Refunds do take 8 to 12 business days to appear on your account. 

• Initial Complaint

  Date:11/27/2023

  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.

  Myself and my son (11) had memberships to ***************** Ranch **, well within 24hrs of our last time there we got an email stating they were no long ufc fit and are no longer in business and were bought by EOS fitness, I immediately called and they told me UFC fit clients will be transferred to EOS if they didnt want to them they can cancel it with the regional manager ******************************* so I did so via email on October 3, 2023, well today I got charged twice $26.99 once from EOS and another from *** fitness (there corporate), I did not approve this transaction and I have the email stating my membership was cancelled but the regional vice president never cancelled it as he stated in the November 3rd email. My son is 11 when we were at ufc fit they have kids membership so we were able to go together then when it abruptly bought/changed to EOS within 24hrs he was no longer able to resume working out because EOS only allows kids over 13 so I didnt want my ufc fit membership transferred to EOS yet I was charged twice (for two memberships ) today 11-27-23 even though I was told it was cancelled by the ** On November 3rd 2023. I have No contract with EOS and never approved them to charge my account

  

  Business Response

  Date: 11/30/2023

  ********, I am looking at your account and I see that two days ago, our RVP did submits to cancel and refund both accounts for you.  Refunds do take 8 to 12 business days to reflect on your account. Thank you. 

• Initial Complaint

  Date:11/25/2023

  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 first part of July I registered myself and my two kids for personal training. We were told we would have one free training and then the training would be for a period of 4 months. I was never told when we were signing up that we could not cancel. My son went to his first training and decided he did not like it and told the trainer he would not be coming back. I went to my first 2 trainings and then I needed to reschedule my training session and I did not have a way to get a hold of my trainer. I had told him at my 2nd training that I would need to reschedule from Sunday to another day because I would be out of town. He never contacted me to reschedule and I have (5 months later yet to hear from him). My other kid went to all their trainings and had a great experience. At the end of July I found out I was relocating out of State for work and I went into the gym and told them I needed to cancel the personal training because a) my son and I weren't using it and b) we were moving out of State. They told me they would let the manager know but it was a 4 month "contract" and could not be canceled. I asked them for a copy of the contract, which I have never received, and they still to date (5 months later) have not provided me with a copy of the contract. I sent an email asking them to cancel. I called them 2 other times asking them to cancel. They have not canceled and they have not provided me with a copy of the contract. The 4 month period was ** in October. Just last week (it is now November) I was charged again. I called them last night and they said they need us to come into the gym and cancel the membership. I explained that I have come into the gym, I have called, and emailed. I need the membership canceled and they said "they cannot promise anything" but would let the manager know.

  

  Business Response

  Date: 12/03/2023

  *********, our Regional Vice President of Fitness has called, emailed and left voice mails for you.  He needs to reach you to resolve this matter for you.  If he does not hear back from you then we will need to consider this complaint closed.   Thank you. 

• Initial Complaint

  Date:11/25/2023

  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 Fitness charges 2 times $228 from my credit card towards personal training. I didn't buy any personal training. When I joined I was told about a marketing offer, 6 sessions for $20. I purchased that. I got two sessions. On the first day, I asked the trainer about 6 sessions for $20. She confirmed that the training session I got was the first of 6 sessions I purchased for $20. Either these 6 sessions for $20 were a lie, to enroll me in the session and make money or it was a mistake. When I joined, I was told there were no joining fees; they were giving me some offers that day. Annual fees are $49 and monthly $10, so I paid $49 and $10. I joined in Oct, and EOS charges again $49 annual fees on Nov , This is completely wrong, misleading, an utter lie. Why do they do such a thing? Because of these unexpected charges, I had to cancel my credit card. EOS must stop doing this and return $228, (twice ) and one times annual fees.

  

  Business Response

  Date: 12/03/2023

  SUBRATA, I see that an EoS Representative did work with you to resolve this matter.  The account has been canceled and refunded.  Refunds do take 8 to 12 business day to appear on your account.  Thank you. 

• Initial Complaint

  Date:11/24/2023

  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.

  Hi,I had signed up at EOS fitness and had taken up for physical training sessions from May-2023 wherein I had to pay $88 every two weeks. Based on discussions with the manager it was agreed that the term would be reduced to 3 months, and I need to provide 30 notices. Refer to the email from the manager on 21-Jun about the revised understanding. Also, you refer to emails from me on 17-Jul and 20-Jul on 30-day notice. This was confirmed by Physical trainer via text on 23-Jul and managers email on 6-Sep and 11-Oct.In spite of these confirmation, I have been charged additional $264. I have been following up via email (Complete email trail attached) and I have not received the refund or response. Hence reaching out to BBB for help for the refund of $264.Regards,Vikram

  

  Business Response

  Date: 12/04/2023

  ******, I understand that you worked with the team and they are providing a $256 refund to your card on file as you did not wish to receive a check.  Thank you. 

  Customer Answer

  Date: 12/07/2023

  Hi,

  On 28Nov, Company reached out to me and indicated that they would refund $264 to the card on file and was informed that it would take 7 -10 days.

  As of 7Dec, I see a refund of only $88. I had sent an email follow up on 6Dec and I have not received any response yet.
  

  Hence issue is still not fully resolved as I continue to await full refund any help will be appreciated.

  Regards,

  Vikram

  

  Business Response

  Date: 12/18/2023

  ******, I worked with ******* and he confirmed $88 **** and $176 Amex.  You should have both refunds at this time.  Thank you. 

  Customer Answer

  Date: 12/19/2023

  
  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:11/24/2023

  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 signed up for a gym membership under the pretense that it was 10$ a month, i was told this was a locked in price and no annual fee. i made sure off this because i just paid an annual fee to a different gym and was wanting to which. me and my boyfriend both picked this gym because we called multiple times and asked in person about KG lifting weights since my boyfriend is a competitive lifter. they assured us multiple times they did have them. when we signed up a sales associate by the name of ***** helped us. and after further inquiry and talking to multiple managers at different locations its been discovered that he has had multiple complaints about him lying to get a sale. So once we found out there was no kg plates we attempted to cancel. they said we couldnt cancel because they were not open and the system would not allow. they advised we go to any open location to cancel. so we did. the different location told us they could not do that and gave me the assist store mangers name only! no number and said to ask for him. and i did. i was told by the location i signed up at that the manger was unavailable and would call me back. I never got a call back. i went again in person ( now that the gym is open) and they said they still could not cancel and i would have to email a corporate woman ***** **************************** and so AGAIN i did. and to no resolve. they still have not canceled. this morning i woke up to a 71$ charge for an annual fee but i was told soon signing up that there was no annual fee!! on october 12 there was an amendment to the contract that increased my monthly bill even though i was allegedly locked in to a 10/month. now it is 17 plus change and they charged an annual fee although i have made ALL attempted to cancel this membership since the day i got it! im at the **** end! please help. i want my account closed and refunded the annual fee. of ***** address of the gym i signed up at is *******************************************************************************************

  

  Business Response

  Date: 12/03/2023

  ********, I see that an EoS staff member did cancel the account and submitted for a refund.  Refunds do take 8 to 12 business days to reflect on your account. Thank you. 

  Customer Answer

  Date: 12/03/2023

  
  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:11/24/2023

  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.

  Moved to the area for work. Had an emergency and I had to move back to ***** where I reside. Gave the gym plenty of notice in advance. Management told me not to worry, keep checking back and they would take care of me (what ever that means). 2 weeks later and all theyve continued to do is bill my bank account and not cancelled my membership. Its absurd to pay $130 for 7 days of service.

  

  Business Response

  Date: 11/30/2023

  ******, I see that you spoke with our management and they canceled the account and are providing a refund.  Refunds do take 8 to 12 business days to appear on your bank statement. Thank you. 

• Initial Complaint

  Date:11/23/2023

  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 was sexually harassed by my assigned EOS personal trainer. I am a Retired Veteran and suffered military sexual trauma when I was on active duty so this was a trigger. The trainer was let go. I wanted to keep my membership, but stop the personal training. The manager agreed to stop the personal training and I agreed to forfeit sessions that I had already paid for. Problem is that they will not stop billing me. I cancelled my credit card and they are still billing me. I visited the gym multiple times with the promise that they would stop billing me and they are still billing me! I had EOS blocked which makes me sad because I wanted to keep my membership. I would like to stop being billed for a personal trainer but keep my monthly membership.

  

  Business Response

  Date: 12/26/2023

  ****, I see that our Team resolved this matter for you with waiving the past due amount and submitting for a $616 refund.  Refunds do take 8 to 12 business days. Thank you. 

• Initial Complaint

  Date:11/22/2023

  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.

  Thursday Sep 28, I went in to Eos as a paying member. I went in for a free training session, where obviously they will give me a free ****** and then try to sell me on taking future ******s. I knew this but was not in the financial position to afford the ******s at the time. (and still not) After taking the ****** with **, I really enjoyed it and him as a trainer, and I wanted to get ******s from him, but i told him i could not afford them at the time, so he informed me verbally that I could still sign up that day for $20 and then I would get him as a trainer but that he would put my account on hold or paused, indefinitely so what he told me was that I would not pay another dime until I decided to take my training account off of hold or un-pause it, then I would start to pay for whatever plan I decided on (the cheapest one) and start my training. He asked how long I thought and I said I was not sure but probably no less than three months, he said no problem. So before I signed their contract which by the way is on a POS credit card machine, it is not possible or feasible to actually read their whole contract, so I was accepting the word of the salesman of the training program. Weather he was misinformed, or just trying to make the sale, either way it is unacceptable to tell me I would not be charged and then charge me $264 on 11/18 at 6:58 AM. with no warning at all. This has caused me to miss bills and get late payment charges, this was all the money I had for two weeks, but that is beside the point. The point is that I did not actively acknowledge this payment, I was unaware, and I was told I would not be charged a dime, until I decided to go take the ******s, no matter how long that *** take. I have not taken a single ******, or used their health app since I Signed up and I was charged this absurd amount of money. I am not a lawyer and should not be expected to read a whole contract on a tiny screen when I trusted the word of the representative of the business.

  

  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 an immediate cancelation of PT, refund of $19 down and waived past due balance caused by chargebacks from your card.   Thank you. In Health, EoS Fitness.

• Initial Complaint

  Date:11/22/2023

  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.

  On November 1st I signed up for a gym membership along with personal training. I initially signed up for $280 bi weekly for hour training sessions/ two times a week and realized I would not be able to fit that in my schedule along with how much they were charging so I asked to switch them to half hour sessions/ two times a week for $156 bi weekly. I went back the same day within hours of initially signing up for everything, I was told the amount of $280 would be reversed and put back in my account and I would only be charged the $156. I waited about a week before I spoke to anyone. On November 11th, I spoke to the fitness manager and she looked into my account/the situation and found out that it was not pushed through due to them switching my personal training plan. So my $280 was sitting in limbo and she told me that she was sending an email to cooperate to request a refund for me. Here I sit on November 22nd and still no refund or any news on when I will get my money refunded. Yet another payment was taken of the $156 and 1st month/fees before the refund has even reached my account. So they were able to take money out of the same account I signed up with but have yet to return it back.

  

  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 ensured the downgrade was done, and the $280 biweekly PT was cancelled. He processed a refund for the $280 invoice.  Thank you. In Health, EoS Fitness.