ComplaintsforEOS Fitness

• Initial Complaint

  11/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello,We have signed up a for a membership as a family and personal training sessions for my 17 year old son at **************, ** location which has newly opened. They have changed our personal trainer 3 times, and my son could barely do a proper session. However the company keeps charging my credit card every 2 weeks. I tried to get this resolved by speaking with the manager several times, but we couldnt come up to a resolution. My son had been trained for only 12 sessions, and I have been charged for 16 sessions already due to the no show *** of the trainers or their schedule being fully booked. I would like our personal training membership to be canceled and refunded for the extra amount I have paid.Membership: Egehan Gurer Thanks,***** *****

  

  Business response

  11/22/2024

  Gozde, we have received and reviewed your correspondence submitted to the Better Business Bureau, and we appreciate you sharing your experience.  We understand that you spoke with our Regional Vice President of Fitness and that you both came to a resolution. Thank you. In Health, EoS Fitness. 

  Customer response

  11/22/2024

  
  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,
  
  Gozde Gurer
  
   
  

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I was manipulated, belittled & high pressure sales tactics were used to push me into personal training, which I did not want when signing up for the gym. I explained I was new to the area & wanted a gym membership. When the younger manager tried to discuss personal training I expressed I was not interested and detailed why. When he continued to discuss it, I said do I need to sign up for personal training?he said absolutely not. He then went and got another manager & then it became a situation where I felt cornered.There was one man sitting to my left, & one man sitting from across from me. The manager that he got said belittling things such as would you even know what to do if you came to the gym on your own? Its not like I have never worked out a day in my life as I do have a dance background, kick boxing etc & have been to the gym on my own, & previously had a gym membership & have done personal training before. I stated in several ways no, I am not interested, not right now, I would be interested in it later, I just moved & this is an expense,. I would like to invest in other things as well as recuperate from this move.I have attached a much longer correspondence detailing this experience. It was very traumatizing, distasteful, & disgusting, I want nothing more to do with this gym. They have dodged my attempts to try to talk to them to cancel. I went in for my personal training appointment & told the trainer what happened and he did not let me know that I could have canceled that day because I was still within the ***** period I was also unaware of the five day ***** period cancellation, for personal training upon sign up. The trainer wrote down a ******** was supposed to get contacted from the gym (this was within the ***** ************** never did. This gym is not a safe space. I am still waiting a solution as of 11/5/24. I would never recommend this to any woman I know. I want all payments stopped & membership canceled.

  

  Business response

  11/15/2024

  *******, 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 moved forward and canceled the PT and the membership and have reached out to you via a voice mail. Thank you. In Health, EoS Fitness. 

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for a membership at Eos Fitness on 9/10/2024. They tried to get me to sign up for personal training sessions and I continually declined them. Eventually I agreed to sign up for 2 30 minute sessions at 19 dollars total. I confirmed repeatedly that was all I was signed up for. On 9/14/24 I went for my personal training session where they pushed me super hard to sign up for more sessions. I was adamant that I did not want any more and that I would be working out with my other people a lot so I wouldnt have time and I didn't have money to be spending on that. I reiterated I did not want anymore sessions and he said he understood.Beginning 9/24/24 I began receiving charges of $88 and an entry for Better health, of which I know nothing about. I called on 9/24/23 and spoke to "******* *******" ************************************ I explained about the charges I saw and he apologized and said it was an error on their end and that the amount would be credited to my account by Friday. I did not receive a refund so I began calling ******* on 9/30/24 and continued to call and email him with no response.I then emailed ***** ****** ********************************** on 10/2/24 who reached out to someone that was supposed to call me. They didn't but I eventually received an email from ******* saying it was fixed. I did see some credits to my account..and then the $88 charges began appearing again. I have repeatedly reached out to ******* with no response.

  

  Business response

  11/14/2024

  ****, 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 did submit for an $88 dollar refund and I can confirm that you will receive not further debiting on your PT package.  Thank you. In Health, EoS Fitness.

  Customer response

  11/14/2024

  
  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. I do however want to make note that they credited money back for this in the past and then continued charging me. I want to make sure I won't be charged any other personal training fees! I see this is something that they do frequently based upon the other BBB complaints! 
  
  Regards,
  
  **** ******
  
   
  

• Initial Complaint

  11/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into EOS fitness in July of 2024 and signed up for the gym and personal training, after explaining that I would be leaving for the military in two months, they had me sign an agreement that would require me to keep the personal training subscription active for 90 days, saying that if i brought in my moving paperwork, they would cancel it, 30 days before I left, I brought in my moving paperwork and submitted them to the gym to cancel the about 700 dollar charge a month. Come to find out, a month later, without having access to my phone, they had sent my records to a debt collection agency because they never let me know that the request had been denied, even though i explained everything to them. I came home and went into the gym to talk to them about it and they said that I had never come into the gym to give them that information, in a very rude way, and said that I owed the gym almost two thousand dollars as a result. I explained that I had and they said they couldn't do anything for me without paying that two thousand dollar balance. So I asked to speak with a manager, their sixth fitness manager in two months, because the past five wouldn't do their jobs or show up for work, and, shockingly, he wasn't there. I had to come back three different times, and pay a *****************************************************

  

  Business response

  11/14/2024

  *********, we have received and reviewed your correspondence submitted to the Better Business Bureau, and we appreciate you sharing your experience. We see that the team did get everything canceled for you and there will be no further contact by the team.  Thank you. In Health, EoS Fitness. 

• Initial Complaint

  11/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Summary of Events and Request for Resolution with EOS Fitness (**********, **)On September 24, 2024, I joined the EOS Fitness facility in **********, **, paying $79.99 on the same day, which included the annual fee and October 2024 membership dues. ******* confirmed that this payment cleared on September 24.On October 25, 2024, I attempted to cancel my membership but was unable to complete the cancellation online due to a $109.97 balance *** stated I owed. From October 24 to October 28, I engaged in good faith discussions with *** via phone and email, providing the following proof of payment:A screenshot showing the cleared payment of $79.99.A screenshot from MyAccount on the *** site indicating my balance of $79.99.On October 29, 2024, I spoke with ***** from *** Customer Care between 2:37 pm and 2:57 pm. During this conversation:***** initially claimed I owed a $25 service fee in addition to a late fee of $79.99, despite my confirmed payment on 9/24.She then retracted, stating I only owed $29.99.Later, she altered her response to $54.99, which included a $29.99 charge plus a $25 service fee.Finally, she placed me on hold and sent emails stating my balance was $109.97 before settling on a final amount of $******** resolve this, ***s Operations Manager, ****** agreed to meet with me to remove these erroneous charges if I brought proof of payment.However, on the scheduled meeting day, October 31, 2024, I contacted *** Winchester ten minutes before our appointment to find out ***** was at another location (*** Murrieta). Upon contacting that facility, I was informed she wasnt there, though another manager was allegedly available but would only speak with me after 3:30 pm.Due to these inconsistencies and unjustified charges against my account, I am filing a formal complaint and terminating ***s access to my funds.

  

  Business response

  11/18/2024

  ********, we have received and reviewed your correspondence submitted to the Better Business Bureau, and we appreciate you sharing your experience.  We see that the team refunded your annual rate and October dues. Thank you. In Health, EoS Fitness     

  Customer response

  11/20/2024

  
  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,
  
  ********* St ****
  
   
  

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A couple years ago went into eos to straighten out account paid the balance person running the gym must have made a duplicate account and that one remains active Im not paying an additional balance for something that I took care of the first time around. I get shady calls from swift financial non stop. Im sick of their harassment it makes me even want to cancel my current membership.

  

  Business response

  11/14/2024

  *****, we have received and reviewed your correspondence submitted to the Better Business Bureau, and we appreciate you sharing your experience. We see where the other account wasn't taken our of collections after signing up on a new membership. The account has been removed from Swift Funds for you.  Thank you. In Health, EoS Fitness. 

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi,I have been working with *** since May to cancel, reconcile, and complete personal training sessions paid for between 11/10/23-5/10/2024. We had initially been told unused personal training sessions would be viable for a year. We confirmed with the manager on 10/1 our daughter had 9 unused and available training sessions. After spending weeks we were finally able to set up a schedule and the sessions expired again and we have been unable to get them restated again due to their inability to do anything in a timely manner and without constant follow up on our part. Not to mention she again had a training session cancelled which also was a problem before and a reason why we were unable to complete all sessions prior to her starting the new school year and why it is taking so long to complete sessions. I want this nightmare over. They still have never been able to provide an exact account for each payment made and the exact training sessions they were applied to similar to what I provided and included here. They only ever have excuses and dont follow through. Since there is no hope that we wont have future issues and they have proven to be unable to timely fix any issue or provide training sessions when we have availability I want the remaining sessions refunded. We paid $5070 which is 78 sessions (after accounting for our previous attempt at resolving this issue). She completed 70 sessions so we want a refund of $480 to the credit card they had no problem charging and charging and charging even when they hadnt fulfilled the initial contract terms. Even after we were told they paused the contract, and all the other issues we have encountered.

  

  Business response

  11/15/2024

  ****, we have received and reviewed your correspondence submitted to the Better Business Bureau, and we appreciate you sharing your experience. The team has been trying to reach out to you to inform you that they have submitted a ticket for a refund of $480.  Refunds do take 8 to 12 business days to reflect on your account.  Thank you. In Health, EoS Fitness. 

  Customer response

  11/19/2024

  
  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

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for personal training sessions with this location. From April to October I was charged bi-weekly $128. I used sessions from April to mid August. During this time, I had 4 separate trainers. Each time the trainer either quit or just stopped showing up. At no time did management at the club contact me to tell me that I would be given I new trainer. I had to contact them multiple times to resume my sessions, which continued to accrue during the gaps. On September 29th I contacted the club management to pause my sessions. I was charged 2 more times before the pause took place. I was assured by the management team that I would be refunded for my unused sessions. Today (10/31) when I contacted them, I was told by **** (the manager) that I would not be getting a refund. These charges, totaling at least $640 (possibly more) I have disputed with my credit card company. I tried contacting customer service via the website but receive error messages when trying to submit my inquiry. I would appreciate any assistance the BBB can provide

  

  Business response

  11/15/2024

  ********, 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 has cancelled and refunded $512 which is 4 payment of unused sessions.  Thank you. In Health, EoS Fitness. 

  Customer response

  11/20/2024

  
  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

  10/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to formally express my concerns regarding my experiences with EOS Fitness, specifically related to their staff's handling of memberships, fees and how they treat patrons. Recently, I encountered several issues that I believe demonstrate a pattern of disrespectful and unethical behavior from the staff. My attempts to address questions about membership fees and policies were met with dismissive attitudes and a lack of clear communication. On multiple occasions, I felt that my concerns were not taken seriously, which has left me feeling undervalued as a member.Additionally, I have noticed discrepancies in the fees being charged, which were not disclosed clearly at the time of sign-up. When I sought clarification, the responses I received were vague and unhelpful, further compounding my ************** a fitness facility that promotes a supportive and positive environment, it is disheartening to experience such a lack of professionalism. I believe it is essential for businesses to uphold ethical standards and treat their members with respect. When brought to the attention of the facility they acknowledged this employees conduct is normal and this situation happens often.

  

  Business response

  11/07/2024

  ********, we have received and reviewed your correspondence submitted to the Better Business Bureau, and we appreciate you sharing your experience.  I have shared your complaint with our RVP of Operations and also our District Operations Manager. They in turn have set a meeting with the front desk staff to review procedures on handling account questions and have reviewed our preferred method of serving our members with G.R.A.C.E. ** apologize that your experience fell short of our expected level of service. Thank you. In Health, EoS Fitness. 

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for the gym monthly membership but got a free trial for .01 cents and within the 30 days I decided to cancel because it charged me $99 ! I called and emailed the corporate and they said it was pending cancel and then it charged me $24.99 again today even though I called to cancel within the 30 days. The ** manager never called me back and the front desk said its pending cancel and I will get a refund also the email from the company said its not on their end to refund me and it keeps charging me ! I have only gone one time to the gym I just want a refund for all of this and it to stop charging my card if I asked to cancel within the 30 days .i dont think its fair to the customer to tell them it will cancel and then keep charging them its also not fair to tell me I will be refunded and then keep my money and keep charging me . Someone please help me get my money back and out of this contract which I dont even use or want and they wont help me at all.

  

  Business response

  11/15/2024

  Willow, 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 did submit for a refund of $124.97.  Refunds do take 8 to 12 business days to appear on your account. Thank you. In Health, EoS Fitness. 
  
  

*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. ↩