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

  8440 W Thunderbird Rd Peoria, AZ 85381-4803

  
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  EOS Fitness

  1840 E Warner Rd Ste 111 Tempe, AZ 85284-3445

  
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  EOS Fitness

  5070 W Olive Ave Glendale, AZ 85302

  
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  EOS Fitness

  1 E Washington St Ste 250 Phoenix, AZ 85004-2497

  

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:07/25/2025

  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.

  have been trying to get my account canceled, due to moving away. i've spoken to people at these numbers, *****************-672-7370, ************ everything i mention that i want to cancel my account they hang up on me. this has happened numerous times and now i'm into my next billing cycle and they are trying to charge again

  

  Business Response

  Date: 07/29/2025

  Zakkery, 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 to cancel you account immediately with no further billing.  Thankyou for having been a part of the EoS family.  Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 07/29/2025

  
  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:07/25/2025

  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.

  They are trying to bill my account but did not successfully go through. I haven't been to the club in several months I was in a car accident and was receiving treatment so they paused my account for 6 months then the last 2 months they charged me double "why" I don't know and now I tried to cancel and they want me to pay an annual fee and I refuse to authorize this payment. I want the membership canceled and no more charges.

  

  Business Response

  Date: 07/29/2025

  Neise, 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  called and let you know that they immediately canceled your membership as well as waived all of the past dues Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 07/29/2025

  
  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,
  
  Neise Haut
  
   
  

• Initial Complaint

  Date:07/22/2025

  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.

  When I signed up for the membership with EoS fitness, they offered me personal training at a discounted rate. I said no because I had shoulder injury and it would be several months before I would be able to work out with the trainer. They kept insisting that they could put the Account on hold and I wouldnt be billed for the Personal training until I was ready to start training with them. I kept saying I didnt believe that they would pause it and they kept promising me that they would. Finally, they wore me down and agreed to put the personal training on hold until I was ready to come back to use the service. Just like I predicted, they did not keep their word and they have been charging me for the personal training, even though I told them that I didnt want to pay for it because I was also limited in working so I wasnt making very much money and couldnt afford to pay for it at this time. At the time, I even put a doctors note on file stating that I couldnt use my arm until it fully healed. They lied to me about not charging me and they refuse to let me cancel the personal training to stop the charges. What they also didnt tell me is that I wouldnt be able to use any of the facilities while it was on hold and, a big part of why I signed in in the first place, is that I had planned on using the therapies there to help with my recovery. I had told them that during the conversation so they knew I wanted to be able to use the facility. I didnt find out I couldnt use it until after I went to the location and they told me my account was on hold so I was out of luck. These are deceptive and unethical business practices and companies should be held accountable for their underhanded actions.

  

  Business Response

  Date: 07/29/2025

  *****, 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 submitted to cancel the account and provide a refund for you. Our team did call you twice but it went to voicemail and they also sent you an email and a text to confirm the resolution. Thank you.  In Health, EoS Fitness. 
  
  

  Customer Answer

  Date: 07/29/2025

  
  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:07/20/2025

  Type:Customer Service 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 have been a member of EOS Fitness for approximately 4 years, going to multiple locations in ***** and elsewhere. I have been cordial to all members and staff each time through hundreds of visits, and have had no issues. On 14JUL25, I received a phone call from ***** at corporate., informing me that multiple people have been complaining that I am being "flirty." He informed me that the latest comment was submitted by an employee from the ******************** location on 11JUL25. The second complaint came telephonically.Later, I visited another location in ******************* and discovered that there were 2 separate notes on my account, placed without my knowledge or consent. These notes were visible to any employee, and were worded in such a way to give the false impression that I was a potential public safety threat with a consistent pattern of sinister behavior . Humiliated and embarrassed, I was able to determine that both comments were made reference a single interaction. One was made by an employee, and the second note by a phone call from someone that was never present at the gym, in order to dishonestly give the inaccurate impression of multiple complaints. The second note was particularly unfair, because it included details that no reasonable person could know about a gym employee.I immediately called the corporate office to cancel my membership, but they informed me that they did not have the ability to remove the second note. That would need to be done at the gym level. After reaching the same employee who input the comments ******* he pretended to not know how to remove them, even though I was able to prove that they were both made ref. the same person, one as an employee and another using info. passed to a family member. **** never contacted me again. This experience has been horrible! How can there be a process where a permanent note can be irrevocably placed on a member's account, but no opportunity to dispute it or verification? Avoid this place!

  

  Business Response

  Date: 08/01/2025

  *****, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. We have removed the notes from the Club Notes section.  Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 08/02/2025

  
  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:07/19/2025

  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.

  Dear Better Business Bureau,I am writing to formally file a complaint against EOS Fitness for continuing to charge me after I canceled my membership in person at one of their locations in February ******* that time, I went to the gym in person to cancel my membership because my then-husband was being deployed and I was moving out of state. I am also a travel nurse so we were both leaving ********** immediately. I signed the cancellation form as required. I was under the impression that the matter had been handled properly and my membership was terminated.However, I recently discovered that EOS Fitness continued to charge my account monthly, despite the fact that I had not used their services since January or February 2024. The only reason I noticed is because I switched debit cards, and *** attempted to retrieve updated payment information from my bank.I contacted EOS Fitness regarding these unauthorized charges. A representative confirmed that there was no gym usage on my account for the past several months, but still refused to issue a refund. I was told that the staff member who processed my cancellation did not leave any notes in the system, which is apparently why my membership was never officially canceled.This is unacceptable. I fulfilled my responsibility as a customer by following the cancellation process in person and signing the necessary form. I should not be penalized for an administrative failure on the part of their staff. I am seeking a full refund of all charges made to my account after February 2024.I hope EOS Fitness will take accountability for this error and resolve this issue fairly. If needed, I can provide proof of my move out of state and deployment documentation from my ex-husband.Thank you for your time and assistance. Please feel free to contact me if further documentation or information is needed.

  

  Business Response

  Date: 07/30/2025

  *******, 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 spoke with you and and both of you came to a resolution.  Our team member submitted for a the refund that you both agreed upon.  Refunds can take up to 30 days to appear  on your account. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 07/31/2025

  
  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,
  
  ******* Leal ********
  
   
  

• Initial Complaint

  Date:07/19/2025

  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.

  I signed up for the family plan for the advanced membership. The monthly bill was automatically drawn from my account. The yearly extra payment also went through. Then I had to cancel my bank card and get a new one due to an unknown charge on my account. This caused my monthly payment to be rejected.EOS called and left a message that the payment did not go through and that they would have to cancel my account. My husband and I discussed it and decided that we were fine with them canceling the month to month account. We had been using the gym some, but it was a bit of a drive so we did not use it as regularly as we had planned. We also enjoyed the massage chairs, but they were often not all working. We assumed the account was being canceled as they had said and took no further action. Instead the company kept trying to charge the cancelled account and then sent (the larger than one month) bill to a collection agency. When I called *** to discuss it, I was told that I had to call the collection agency. They refused to listen to or acknowledge my complaint. I should not have a blemish on my credit because they did not do what they said they were going to do. When a month-to-month bill is not paid, the membership gets cancelled. Should be simple. We have not used the gym a single time since the payment was not made, and I would like the company to remove the account from collections and cancel those charges.

  

  Business Response

  Date: 08/01/2025

  ********, 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 you both agreed to waive the balance due and immediately cancel the account. Thank you.  In Health, EoS Fitness. 

  Customer Answer

  Date: 08/02/2025

  
  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:07/17/2025

  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 was charged for someone elses membership and have not received a refund and its been about a week. A ticket was put in and in the process, the manager leaked the other partys info to me (the customer who they mistakenly paid with my Apple Pay) . I have not heard back from the operations manager or district manager at this time

  

  Business Response

  Date: 07/26/2025

  ***, we are in receipt of your submission to the Better Business Bureau and appreciate you taking the time to share your experience. I see that our team did cancel the contract and also submitted for a refund.  I have reached out to the District Manager to ensure he continues to push through the refund to the end for you.  Refunds can take up to 30 days to appear on your account.  Thank you.  In Health, EoS Fitness. 
  
  

• Initial Complaint

  Date:07/16/2025

  Type:Customer Service 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.

  When I signed up for gym membership on 5/26/25 I was offered a trial session of Personal Training, 30 minutes for $19. After that trial occurred, on 05/28/25 I informed the manager and trainer that I am not interested in signing up for more. I was not provided any further sessions however my account was charged 3 more times.I discussed the issue with the manager multiple times and finally the payments stopped. I am however still waiting for the refund. I also emailed Eos twice and gave them notice Ill be taking action if no refund is issued.

  

  Business Response

  Date: 07/26/2025

  *********, 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 already cancel the PT contract and submitted for a refund.  Refunds do take up to 30 days at times to appear on your account. Thank you.  In Health, EoS Fitness. 
  
  

• Initial Complaint

  Date:07/16/2025

  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 am requesting assistance regarding unauthorized charges and a disputed agreement with EOS Fitness in ******************On 6/22/25, my niece and I were signed up by an EOS employee, Kiko, for a month-to-month family membership with these agreed terms: $22.99/month each $1 sign-up fee $119.98 annual fee 2 free training sessions per person I initially offered my credit card, but Kiko advised using a checking account. Soon after, charges appeared on my credit card: $19 and $1 on 6/22, and $92 on 7/6. On 7/10, we visited the gym and were told these were for a personal training agreement under my nieces account$92 billed twice monthly for 4 months, plus initial fees.An agreement was shown, allegedly signed 6/22 as an addendum. But this predates our meeting with the training manager, ******, who only discussed pricing on 6/26. We were unaware of any paid agreement on 6/22 and never saw or approved any ******** niece later found an email dated 6/23 with the supposed contractagain, before any fee discussion. We tried to cancel both in person and via portal but were told the 3-day cancellation period had passed. We were advised to wait until 4 payments were made before trying again.We believe the agreement was created without informed consent or was backdated. Its tied only to my nieces account, though I am the primary billing contact. After the 2 free sessions, we declined additional training to the trainer, but this wasnt passed on to Kiko or *************** attempt to resolve this with ****** by phone was met with unprofessional behavior and no resolution.We believe EOS acted negligently or deceptively by initiating charges without consent. I request the BBBs help with:1.Canceling the unauthorized personal training agreement and refunding current and future related charges - total $755 2.Reviewing EOSs membership and sales practices for transparency I have disputed the charges with my credit card provider and can provide supporting documentation.

• Initial Complaint

  Date:07/14/2025

  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 Spring 2024 I got and completed a 4 month personal training contract. At the end, I froze my account, left for the summer, and resumed my membership in August. My payments were normal. In January 2025 I was told their system rebooted and I was charged for the 4 month contract again. I asked to be refunded between ********* to no avail. I was sent to 4 QR codes that didnt work, and I got no response from. When I came in May, I asked again to be refunded and for a cancellation. I never got refunded and had to go through the bank for the PT problem. ****** **** and ** ******** worked with me and said my account would be canceled. I got charged $131 dollars for membership fees, and still no cancellation. I came back in June to get the membership canceled but now there saying they want me to get my account updated, when I already was told 2 months ago my membership would be canceled since they made this mistake with charging me for PT (claiming I didnt cancel a contract that literally ended and was paid in full for the year before). Theyre saying want me to pay for 2 months of membership that shouldnt have happened in the first place bc I was told in person the cancellation would happen. These people are scammers and this gym is a scam. They wouldnt let me pay on a prepaid card, claiming only a debit or credit would work. I want a refund of the $131 I was charged and for my account to be canceled like they said it would be between May-June.

  

  Business Response

  Date: 07/28/2025

  Aspyn, 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 refund for the 3 invoices that did process. Refunds can take up to thirty days to appear on your account.  Thank you.  In Health, EoS Fitness.