ComplaintsforEOS Fitness

• Initial Complaint

  10/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  *** had a membership with *** for over ******. My home location is the ************, ** location. When we signed up, we selected a VIP membership and were told this would include access to VIP locations which were coming soon to **, but were not available yet. To this date, Im not aware of any VIP locations, though it did give us access to other EOS ************ the end of June 2024, I went in to this location to change my membership to the basic plan, for $10/month. I was told I would no longer have guest privileges and would only have access to this location. I was okay with this. I was also told there is normally a fee to downgrade, but since *** had my membership for over a year it would be waived. I signed on the pin pad to accept the changes. A couple weeks later in July, they charged the $28 for the VIP membership again, and have done so every month since.I requested this change in June because I had my baby in July and would not have time to deal with it with a newborn. There are also multiple ****** complaints about the billing issues with this company, as they make it difficult to cancel and/or make billing changes.I would like this company to honor the downgrade and refund me the overcharged starting in July.

  

  Business response

  10/22/2024

  Abril, we have received and reviewed your correspondence submitted to the Better Business Bureau, and we appreciate you sharing your experience. Your plan has been changed and the dues reflect the $9.99 price point. Thank you. In Health, EoS Fitness. 

  Customer response

  10/22/2024

  Thank you for changing my membership. However, Im still owed a refund for the excess charged in July, August, September, and October. Please provide a refund to fully correct the error and make me whole. 

  

  Business response

  10/24/2024

  ****** a refund is being submitted for the $75.84.  Refunds do take 8 to 12 business days to process.  Thank you. 

  Customer response

  10/24/2024

  
  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

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Payment of $88 was taken out of account on Tuesday September 24th after cancelling first "free" session for personal training for EOS due to family emergency. Visited location on Friday September 27th was told by associate my account for personal training portion was "frozen" and that no other charges should be processed and that he would work on getting me refunded. Second charge was taken from account on October 8th went into location on the 14th. Manager ***** ******** stated its "impossible" for them on their end to "freeze" an account or issue a refund. I told him then you should speak with your associates since there seems to be miscommunication and a misunderstanding manager provided QR code but it leads to ********************* he said this link was to contact corporate, I can't find EOS's corporate information so I am reaching out to you. I don't feel as though as a consumer dealing with a death in my family I should be stuck in a contract and reaped of a refund due to the miscommunication of this location.

  

  Business response

  10/24/2024

  *****, we have received and reviewed your correspondence submitted to the Better Business Bureau, and we appreciate you sharing your experience. Prior to you submitting this BBB complaint, the team did cancel the PT contract and submitted for a refund of $176 for you. Refunds to take 8 to 12 business days.  Thank you. In Health, EoS Fitness. 

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stopped going to the club about 8 mouths ago.Never got any collection notice. Was offfered to restart membership of a 1.00 did so paid for it .TRyed to go to club said was a past due account they would not let in the club told me new member ship was cancaled i need to make 3 payed of ***** i told them i did not have .money to pay right ******* know the have charged me on the new membership ***** membership fee and call 59&101 talked to dilan he told he could see they block me from going in to any of the clubs so he issued a refund request.know the are still tring to keep my money never was able to use the club or go in and they want to charge me for another mouth before closing membership.allso thie was a isssue with black mold in pool and spa i hAD TO GO TO ER AND GET A SPORE LISOED BECUSE OF BLACK MOLOD IN *** I TOLD MANGER ABOUT THIS ISSSUE 3 MOUTH ***** TO IT HAPPEN I ASKED FOR A ******* OPUT OF COURT SETTLEMENT THEY DID NOT CARE! I SHOULD BE REFUNDED THE ***** AND NOT CHARED ANY THING ELSE TO CLOSE MEMBERSHIP PLUSE ISSSUE A CHECK FOR THE ******* OUT OF COURT SETTLEMENT THE DONT CARE AND IT SHOWS

  

  Business response

  10/24/2024

  ********, we have received and reviewed your correspondence submitted to the Better Business Bureau, and we appreciate you sharing your experience.  I see that the team called you and did cancel the account and refunded the annual rate and one month worth of dues. Refunds do take 8 to 12 business days to process. Thank you. In Health, EoS Fitness. 

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have repeatedly requested the cancellation of my membership and personal training sessions via email, yet I have not received any response. This morning, I noticed an attempt to charge my card for $156, which I did not authorize. The lack of communication and billing issues are frustrating and unprofessional. I advise others to stay away from this place until they improve their customer service.

  

  Business response

  10/24/2024

  ******, we have received and reviewed your correspondence submitted to the Better Business Bureau, and we appreciate you sharing your experience. We are not sure which email you used however, the team did in fact canceled your PT in term contract and also your membership for you.  You are all set!  We appreciate you having been a part of the family.  Thank you. In Health, EoS Fitness. 

  Customer response

  10/25/2024

  
  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

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the ******************* location On Monday, September 30, 2024, I visited EOS to work out, but neither my husband nor I have been able to use our memberships since signing up. I was never provided with a barcode to scan in and wasnt informed of this requirement during the sign-up process. After speaking with *****, it was determined that there was an issue with my account that could not be resolved that day. ***** indicated that he would escalate the matter to your technical support team and assured me he would call once it was fixed. Unfortunately, I left EOS without being offered an alternative solution, such as using my phone number to check in, even though we are paying members.***** never followed up, nor did he confirm whether my issue had been forwarded to the technical team. My husband contacted the location today to follow up, but the front desk hung up on him. He then visited the location in person, where ***** denied ever speaking to me and claimed to have no knowledge of the situation. My husband requested the cancellation of both of our accounts due to Kevins lack of accountability and his suggestion that I had fabricated the interaction. ***** confirmed the accounts were canceled and said we would receive a cancellation email. This conversation took place around 3:45 PM.After I finished work at 6 PM, I went to EOS myself to clarify the situation. ***** claimed that he does not work weekends and had not been at work after our initial interaction due to a family emergency. I asked why he had denied our previous conversation, and he denied saying that to my husband. I also inquired about the cancellation emails, which we had yet to receive. ***** then stated he would process the cancellations by the end of the business day, contradicting what he told my husband earlier. I had to insist that he complete the process immediately. Throughout this conversation, ***** frequently interrupted me and behaved in a way that made me feel uncomfortable and unsafe.

  

  Business response

  11/05/2024

  ******** and ******, Thank you for reaching out to the Better Business Bureau to share your recent experience with us. We genuinely appreciate your feedback, as it helps us improve.
  I understand that our ********** Leader, ******, has connected with you to gather additional details. Were truly sorry for the experience you had, and ****** has taken steps to coach and retrain our team members to ensure they follow EoS protocols with all prospects and members. We value the opportunity to make things right, and were grateful for your input. Thank you. In Health, EoS Fitness. 

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in for a facility visit with the intent to sign up. I met with the team that handles personal training and eventually signed up for that as well. We scheduled my first training session two days later. My appointment was at 3:30. I arrived at 3:20 and advised the check in desk who I was there to see. The front desk girl did not even know who the person was. She asked me to sit and wait for him. I sat for 30 minutes. After I finally asked the young lady to help me, she spoke to management, who did not even seem concerned that there was an issue. I left without any training. The next day I spoke to 2 different managers regarding cancelling the personal training. I was told there are no refunds or cancellations allowed. He would try to get the prices reduced. It is now a week later and I still haven't heard from them. I called today and the managers will not get on the phone. There is no real number for corporate, not that I can find, and again I left feeling like I was just a number for enrollment. They lie and deceive people and do not bother to help you.

  

  Business response

  10/24/2024

  ******, we have received and reviewed your correspondence submitted to the Better Business Bureau, and we appreciate you sharing your experience. I understand that our Regional Vice President left you a message explaining that he canceled the PT contract immediately for you.  Thank you. In Health, EoS Fitness. 
  
  

• Initial Complaint

  10/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I joined EOS Fitness December 13, ****************************************************** 3004 for my monthly membership fee. On August 16, 2024 someone hacked into my bank account and chargebacked a plethora amount of charges including my Eos gym membership for the month of July august and September which in result has caused my account to go into the negative and incur late charge fee's. Which I am not even sure why fee's were charged because my account has never been late. I accounted Eos explaining that the chargebacks were not me with proof to remove the charges so my account could be in goos standing. I work out faithfully everyday. I would never chargeback anything on bank account. On September 3, ************************************************************************* good standing. I made my following payment as usual. Fast forward to October 1, 2024 the same chargebacks were on my account. now my account is in the negative again and I am informed that I have to pay the past due balance. I have reached out several times explaining with evidence that I did commit this and I am being met with contempt and disdain and just not very much help at all. **************** just keeps informing me that I have to make a payment and there is nothing else they can do. I received an email and text message from Eos stating that the billing department has experienced a lot of Fraud with their customers and to check credit card statements and so forth. Even when I Brought this to their attention I was still not offered any solution to my account except to make a payment of my past due balance. I am in disbelief of the negligence and just the human decency to disregard someone even when there are facts. My eos agreement number is ********** . My gym is the downtown ******* location.

  

  Business response

  10/24/2024

  ******, we have received and reviewed your correspondence submitted to the Better Business Bureau, and we appreciate you sharing your experience. I see that you worked with ****** and he was able to assist you by waiving two *** fees and you made a plan to make the account current. Thank you. In Health, EoS Fitness. 

  Customer response

  10/24/2024

  
  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

  10/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *** refused to cancel my membership, only to continue charge me for a membership and training sessions I did not want, and had requested to cancel. I told them I left the state and needed to cancel my trainings and membership. They told me I had to cancel it online. They told me I needed to fill out a cancellation request, which I did and they responded to me stating they refused to cancel my membership until I showed them proof that I changed my residence. All the while, continuing to charge me for training sessions even though I was allowed to cancel those at anytime after three months. I was not living in **** at the time, but they still continued to charge me for my training sessions.I showed proof that I changed my residence. Then they finally cancelled all without giving me a refund which they stated they would do. After being given the run around by several managers, I still have not received a refund. This is about $300 dollars worth of charges. This includes training sessions and membership charges. I talked to the assistant manager at the ****** location, and also at the ************** location, and the actual manager at the ****** location. They say they will get back to me and never do. They say they will help me get in touch with corporate and they never do. I forwarded all the documentation and proof of not being in **** and they never refunded me what they promised. He told me he couldnt give me the refund that I needed to talk to corporate which I have emailed over and over without any resolution. They have refused to pay me back for the charges rendered even though I did not partake of any of the services after cancellation. They only cancelled, even though I showed proof of not living there for months, showing paychecks in ******They are crooks and will stop at nothing to take advantage of people. They also dont care to get anything resolved and they are completely unaccountable for their actions. They are crooks. Stay away

  

  Business response

  11/05/2024

  ******, we have received and reviewed your correspondence submitted to the Better Business Bureau, and we appreciate you sharing your experience.  Our Regional Vice President has called and left voice mails for you and also emails. He wishes to help resolve this matter but he does need to hear from you to help assist you with this matter. If he does not hear from you, then we will need to consider this matter closed. Thank you. In Health, EoS Fitness. 

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They charged me double for the memberships and maintenance fees. It's been over a month and no refund has been made. *** on signal butte and southern, manager is avoiding to speak to me. I have ask for a timeline for refund they never provide any. States no one can do it. I've gone in face to face and called they refuse to provide documentation with refund information.

  

  Business response

  10/23/2024

  ******, we have received and reviewed your correspondence submitted to the Better Business Bureau, and we appreciate you sharing your experience.  I can confirm that the team did cancel the other account and they also submitted a ticket for a refund of your annual rate fee.  That was submitted a week ago and refund take about 8 to 12 business days to process.  Thank you. In Health, EoS Fitness. 

• Initial Complaint

  10/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My request to cancel personal training was on 8/12/24. If my request had been addressed, I would have paid one or two more payments (30-day cancellation per the contract). Instead, my trainer followed up on the request on 9/4/24, and it had not been addressed. The cancellation was finally addressed on 9/5/2024. In the meantime, I kept getting charged long after the 30-day window had passed per the signed contract. I cannot contact a customer service center via telephone as apparently none exist.

  

  Business response

  10/24/2024

  ****, we have received and reviewed your correspondence submitted to the Better Business Bureau, and we appreciate you sharing your experience.  I understand that our District Manager has connected with you and is refunding the last two invoices. Thank you. In Health, EoS Fitness. 

  Customer response

  10/24/2024

  
  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,
  
  **** ********
  
   
  

*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. ↩