Complaints

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

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  Edge Fitness Club

  50 Boston Post Rd Orange, CT 06477

• 

  Edge Fitness Club

  125 Old Gate Ln Milford, CT 06460-3611

• 

  Edge Fitness Club

  1333 E Putnam Ave Old Greenwich, CT 06870

• 

  Edge Fitness Club

  955 Ferry Blvd Stratford, CT 06614-6094

• 

  Edge Fitness Club

  600 New Haven Ave Derby, CT 06418-2529

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:06/19/2025

  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.

  Back in February I signed up for a gym membership. The payment are automatically drafted from my account. I have recently been having financial difficulties and tried to cancel my membership..
  I have reached out to the edge and was instructed to contact customer care at **********. I emailed and contacted via phone. *** ******* stated that I can’t cancel due my situation not meeting there criteria. I have also met with the manger at the branch and they stated they would have to reach out to cooperate. I feel this is unfair for an individual to remain in a contract and pay for something they can’t afford cause them do remain and accumulate dept

  Business Response

  Date: 06/24/2025

  The Edge Fitness Clubs would like to point out that there was no wrong doing here. *** *******s signed a contract agreeing to be responsible for the length of the agreement term, and all associated payments. The contract does specifically outline that in order to cancel early, proof of move, medical or military is required. However, as a gesture of goodwill, The Edge Fitness Clubs did already agree to cancel the membership with nothing further due. This cancelation was processed on 6/18/25, before viewing this complaint.

• Initial Complaint

  Date:06/12/2025

  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 applied for a free 3 day pass to try out the gym. I received an email to walk in starting today for the free 3 day trial. When I got there and showed them their email they said they do not honor that and if I wanted to work out it world be $15.00. After driving all the way there I paid the monies and proceeded to work out. I asked to speak to the manager but there was no interest in helping me.

  Business Response

  Date: 07/02/2025

  The Edge Fitness Clubs has reviewed this complaint. The 3 day trial pass is for individuals who have never used the club prior. *** ****** had been a member 2 times previously, which is why the club could not honor the pass. This requirement is noted in the fine print. The Edge Fitness Clubs does apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 07/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I did exactly what the email said. I showed to the Zyion and he stated " I am sorry we are told not to accept these emails...... you will have to pay for a day pass." That is why I went the one day and paid and ever returned. I asked to talk to a manager and was told they are too busy to talk to you. That is horrible customer service and the worst business ethic I have ever come across. 
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 07/08/2025

  The Edge Fitness Clubs apologizes for any confusion. However, as stated in the previous response, the 3 day trial pass is for individuals who have never used the club prior. *** ****** had been a member 2 times previously, which is why the club could not honor the pass. This requirement is noted in the fine print. Due to the inconvenience, the club will honor a 3 day trial for *** ******, if he reaches out to their member experience team at ********************************* to facilitate. Please be sure to reference this BBB complaint in that email.

   

• Initial Complaint

  Date:06/11/2025

  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.

  I am writing to formally express my concern and disappointment regarding the billing discrepancies associated with my personal training sessions at Edge Gym. I signed a contract for training sessions at the agreed rate of $47.50 (per session, plus tax) for four sessions. As I understood it, it would auto-renew monthly once I exhausted the sessions purchased. However, I have since been charged a significantly higher amount. I noticed that the gym was billing me monthly regardless of me eclipsing the four sessions in that month or not. This was contrary to my understanding of the matter and also to other gyms I was previously a member of.
  
  To date, I have been billed nine times at $189.99 per charge, totaling $1,709.91. Based on the original agreement, this equates to approximately 36 sessions. However, I have only completed 23 sessions, with a 24th session currently scheduled. This indicates that I have been overbilled for at least 10 sessions.
  
  At minimum, I am owed a refund of $427.50 plus applicable tax for the overbilling. Hopefully, this is a result of either a clerical or system error, and I trust it can be resolved promptly.
  
  Despite this issue, I would like to emphasize that I enjoy the facility and the services offered at Edge Gym. I am eager to continue my training and maintain my membership. However, I must insist that this financial matter be resolved fairly and promptly.
  
  Please review my account and provide a refund for the overcharged amount. I would appreciate written confirmation once the refund has been processed or if any additional information is required on my part.
  
  Thank you for your prompt attention to this matter. I look forward to a swift resolution and to continuing my fitness journey with Edge Gym. I would have stopped in and spoke with the GM about this, however my schedule has not allowed much free time and I felt that this would be the best way to promptly resolve the matter.

  Business Response

  Date: 07/02/2025

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Club management has since reached out to *** **** directly to go over all questions and concerns. His final bill was waived and there are remaining sessions should *** **** wish to use them.

• Initial Complaint

  Date:06/09/2025

  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.

  On April 4, 2025, I submitted a 30-day cancellation notice for personal training at Edge Fitness, as instructed at sign-up. I was told I’d be charged one final time during that window, which I accepted. My last session was May 1. I did not plan or budget for any sessions beyond that date.
  I originally signed up under a buy-one-get-one-free promo: 4 paid sessions, 4 free. These were set up as two sessions per week. When I canceled, no one informed me the schedule needed to be changed back to one per week to align with the promo. This wasn’t communicated until May 2(A day after I’d spoken IN PERSON to the manager-whom mentioned none of this)when I received a voicemail—nearly a month later—saying they failed to adjust the schedule and would be charging me $259 on May 5 while attempting to “squeeze in” extra sessions to make up for their error. That charge was unauthorized and never discussed with me during the in-person conversation I had with the manager prior.
  I emailed Customer Support on May 2 and May 5, providing my cancellation form and documentation. No one responded. Billing said it’s an in-club issue. On May 7, I formally disputed the $259 charge with my bank and provided supporting documents, including my cancellation form, emails, and texts.
  Since then, the gym has sent a vague, unprofessional text message instead of addressing the issue directly. Now I’m being told I have an overdue balance, even though I properly canceled, disputed the charge, and never agreed to continue services. My trainer even tried to schedule more sessions after we both confirmed May 1 would be my last day.
  This was a mishandling by the club, not me. I am requesting the $259 be removed from my account and the matter resolved. If not, I will escalate and cancel my membership.
  Side Note: After I declined further sessions via email, the gym tried to cover themselves by acting like I refused pre-scheduled sessions—though nothing was scheduled further until after May 5th.

  Customer Answer

  Date: 05/14/2025

  Attached is the unprofessional, vague message I received from the gym yesterday while I was actively working out in the facility. No greeting, no identification, no follow-up. I attempted to get clarity via text, voicemail via customer support, and followed up with a third email—no response. This reflects poor communication and customer service. I’ve visited this location multiple times since receiving the voicemail admitting error. No one has approached me or given any additional information. 
  
  

  Customer Answer

  Date: 06/05/2025

  Although the business responded to my initial complaint and claimed they would issue a refund and waive my past due balance, I have yet to receive the actual refund. My bank issued me a temporary credit while investigating the charge, but the gym has not returned the funds to my account, even though it’s now been over a month since the charge (originally billed May 5th) and nearly two weeks since their written acknowledgment on May 23rd.
  The gym has stated that I no longer owe anything and that I am free to work out, but the financial matter remains unresolved. I am still out the $260 unless my bank finalizes their credit — which is not guaranteed if the merchant doesn’t cooperate.
  Additionally, I have never received an apology or proper communication beyond their minimal response, and the lack of urgency or accountability from the business is unacceptable. I’ve also stopped attending the gym due to how poorly this was handled, yet I am still paying for my monthly membership.
  
  

  Customer Answer

  Date: 06/06/2025

  I’m following up on my complaint against Edge Fitness Clubs regarding the unresolved charge to my account. Despite their statement claiming the May payment was “voided” and that “nothing was collected,” I have proof of a $250 charge on May 6th that did hit my bank account.
  
  My bank issued me a temporary credit during the dispute process, but the gym never issued a refund directly, and the transaction has not fallen off or been reversed by Edge Fitness. So, their claim that “nothing was collected” is factually incorrect.
  
  Additionally, while they’ve stated that my balance is cleared and I can resume working out, this doesn’t resolve the primary issue of the missing refund, nor does it address their lack of urgency, communication, or accountability throughout this process. I have had to do all the follow-up and escalate to the BBB just to receive partial answers and avoid being ignored.
  
  I am requesting the following:

  
  -A direct refund of the $250 to my account, not a vague “void” that contradicts the actual transaction history.
  -Written confirmation that this issue will not affect my membership standing or result in retaliation or passive-aggressive behavior from staff.
  -A formal apology for the mishandling and miscommunication of this situation.
  

  
  

  Business Response

  Date: 06/18/2025

  The Edge Fitness Clubs escalated this matter to the billing company, *** ******* *********, who thoroughly researched the account.

  *** provided the following information to Ms. Welch: 

  Please be advised that the May invoice was waived and a refund was requested; however, it was not processed due to the chargeback dispute initiated with your bank. At this time, the funds are no longer with *** and are being held by your card issuer. The outcome of the dispute will determine whether the funds are returned to you or released back to us. If the dispute is resolved in your favor, the funds will be refunded to you directly through the chargeback process. Please note that once a chargeback has been initiated, we are unable to issue any manual refunds or cancel the transaction on our end while the investigation is in progress. We recommend staying in contact with your bank for updates on the status of the dispute.

  The Edge Fitness Clubs advises *** ***** to follow the advisement of *** and follow up with them directly if she should have any further questions. 

• Initial Complaint

  Date:05/28/2025

  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.

  I was using One of the lockers at The Edge fitness center. I had left my bag in the gym because I had to leave abruptly. The club has a policy that they can clean out the lockersat the end of the day they cleaned my items out and claimed they threw them away when I pointed out the *********** general statue Stated that according to *********** state law, they were required to hold the items for seven days and then transfer the items over to the and they could not destroy them. I was told the items were destroyed. When I asked for monetary compensation or proof of destruction, I was told I couldn’t have either. It was a policy when I pointed out policy was in violation of *********** state law. I was told they didn’t care.

  Business Response

  Date: 07/08/2025

  The Edge Fitness Clubs has reviewed this complaint and the associated account. The company does have a policy that states lockers are for daily use only. It further states that any locks left overnight, will be cut, and the contents discarded. This is detailed in all membership agreements, posted on the website and also via signage in the locker room. Attached is a picture taken of the locker room signage. Furthermore, here is the link to the company's website with this policy information: ***************************************************************

  *** ****** has escalated this matter to the corporate office, who is currently dealing directly with him on this matter. 

   

• Initial Complaint

  Date:05/28/2025

  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.

  Hello, Since July 2024 I began a FT job (as well as school) which prohibited me from being able to go to this gym. Looking at my account#********** you can see I have not attended this gym for almost a year. I was contacted by *** ******* ********** ***. on behalf of EDGE to collect on this account. I expressed to them I was a full time student and employee and did not have the time to attend the gym. I was advised that there was nothing they can do for me unless I moved "or was attending school" or medically ill. They did not accept me being in school and threatened to send the balance of $85.20 to collections. I then paid the balance and request that the account be cancelled since I paid what they advised was owed. I'm now being told I have 3 more months to pay before they can cancel my membership. I have attempted for months to get this resolved and the 3rd party has not attempted at all to find a solution or assist in this matter. I am asking that my membership be cancelled immediately. If these charges are indeed sent to my credit I will be seeking legal action considering I paid what was "required" in full to have this membership cancelled. I have asked to speak to a manager and they refuse to provide a point of contact to assist me. As expressed I am a FULL TIME STUDENT and FULL TIME EMPLOYEE. PLEASE HELP!

  Business Response

  Date: 06/13/2025

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Attached is a copy of *** ****** signed membership agreement for reference. The membership is set to cancel at the end of the agreement term. In order to cancel early, proof of move, military or medical is required. The company also makes allowances for students who are living away at schools that are more than 15 miles from any Edge location. However, lack of time, would not qualify for early cancelation. In addition to the membership agreement, all of this information is also openly posted on the company's website for full transparency - *************************************************************************

  There were no missteps found on the part of The Edge Fitness Clubs or *** ******* *********. The membership is set to cancel at the end of the agreement term that *** **** signed for, which has 2 payments remaining. The last payment will bill on 8/7/25 and *** **** will have club access through 9/6/25.

• Initial Complaint

  Date:05/28/2025

  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.

  My issue is from a purchase I made for a gym membership in December of 2023 for my husband. The membership was only supposed to be for a year. However, Edge Fitness automatically renewed the membership when I tried canceling it a month in advance from the renewal date. When I had gone to the business directly for cancellation, I was told that they did not accept in person cancellations. I was instructed to call a number and an email to contact to process the cancellation. I followed their directions and contacted the email and number provided several times. These contacts then told me that the gym was supposed to let me cancel the membership with them in person. At one point, I was also told on the phone by an Edge Fitness employee that the company did not want customers cancelling memberships, so they were purposefully giving members false information on how to cancel their accounts. Meanwhile, after all of my attempts to cancel the membership, via emails and phone calls, Edge Fitness continued to withdraw funds from my account. Out of frustration, I instructed my bank to discontinue the automatic withdrawals.
  
  A week ago, I was contacted by Edge Fitness, telling me that I could pay $351 in late fees and that I could swap my membership to a month to month billing agreement instead, but that I would still have to go through the proper procedures for closing the account. I never wanted the membership renewed. I have made every attempt to cancel the account and still have the chain of emails as proof of these attempts (see attached). Meanwhile, they are continuing to damage my credit and add more fees to a membership that never should have been renewed in the first place. I just want the account with Edge Fitness closed permanently with no fees and for it to be taken out of collections.

  Business Response

  Date: 06/13/2025

  The Edge Fitness Clubs has reviewed this complaint and the associated account. No missteps were found on the part of The Edge Fitness Clubs, or the billing company, *** ******* *********. 

  All cancelations are required to be sent via email to *** ******* ********* with 30 day notice required. This is outlined in all membership agreements, as well as posted publicly on the company's website - *************************************************************************. A copy of *** ******* signed membership agreement is attached for reference.

  *** ***** sent his cancel request in on 2/14/25, making the 2/23/25 dues, his last responsible payment. This was confirmed via email to *** *****, from *** ******* *********. 

  This payment was never made, therefore the cancel did not finalize, the account continued to bill each month, and eventually was sent off to collections when it went past due for several months, despite several attempts from *** ******* ********* to reach *** ***** regarding the outstanding balance. 

  Although no missteps were found on the part of The Edge Fitness Clubs, or *** ******* *********, The Edge Fitness Clubs has agreed to settle this matter for goodwill purposes, once *** ***** makes payment on the 2/23/25 dues of $42.53. Once this payment is made, *** ***** will need to contact [email protected] to have the account removed from collections, and cancelled out no further due, waiving the remaining balance. Payment must be made via the local club, either by phone or in person.

  Customer Answer

  Date: 06/23/2025

  At signing up I was told I had to call the month before membership renewal. I only wanted it for a year! The edge said to call *** because they do not cancelation & the gym.So I did such! Then told to me to call abc. I did that also. *** said it could be canceled at the gym & do not know why I was told otherwise.  I called edge fitness again &  told off the representative that answered the phone. I explained what is going on. Explained  *** couldn't find my account under either names my husband -****** ***** or my name ******** *****. He ( Kenan) was more than happy to help me. He explained they will not tell you the account cannot be found under just a name. The following numbers were given. *************  My husband sent in the request for cancelational even though I was paying for it. Even thought we did all the following steps they asked no one assisted me. I just kept receiving the received request & it takes 3-5 business days. My husband called & asked why its not canceled even though you said only if a life changing event occured.  Im my wife's care taker because of the severity of her injuries. He chewed them out because they offered a discounted membership renewal instead of responding to the complaint. What you're told &  what happens to cancele contradicts ech other. The only resolution we will  accept is canceling of membership without paying  requested money & removing from credit report!!  

  Business Response

  Date: 06/24/2025

  Although no missteps were found on the part of The Edge Fitness Clubs, or *** ******* *********, The Edge Fitness Clubs has agreed to settle this matter for goodwill purposes, once *** ***** makes payment on the 2/23/25 dues of $42.53. Once this payment is made, *** ***** will need to contact [email protected] to have the account removed from collections, and cancelled out no further due, waiving the remaining balance. Payment must be made via the local club, either by phone or in person.

• Initial Complaint

  Date:05/21/2025

  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.

  on 9 September 2024 I emailed the club as directed to cancel my account do to out of state relocation. I called the local gym and spoke to the manager who assured me my account would be closed per my email request. after a few months I noticed I was still be charged so I contacted the gym manager to figure out the issue. I was told they needed proof of move so I provided an electric bill however the manager I spoke with no longer works there. I spoke to the new manager but was unable to solve the problem. I also contacted who I believe is a regional manager, I was told that since they did not receive my proof of move they could not honor my cancelation request. I am attaching *** ** ***** ******** bill as proof of relocation and proof I sent an email requesting to cancel my account on 9 September 2024.

  Business Response

  Date: 06/06/2025

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Please refer to the attached document which shows the communications regarding this cancelation request. *** ******* send his cancel request on 8/31/24. The agent responded to him on 9/9/24, letting him know that proof of move was required in order to cancel, because he was still within his agreement term. He did not provide this proof of move until April. The account has been past due since February. Therefore, *** ******* actually owes the outstanding charges from February - May in order to finalize the cancelation. However, The Edge Fitness Clubs agrees to waive the outstanding balance and cancel the account as a gesture of goodwill. 

  Customer Answer

  Date: 06/08/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:05/19/2025

  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.

  I do not want to renew my membership with The Edge, and I have told at least 3 of their employees that. They will not acknowledge my request and are still harassing me through text and email about restarting for free and waiving my past due balance. I cannot afford the atrocious fee they're trying to claim I owe. I am going to add a few screenshots of emails they've sent.

  Customer Answer

  Date: 05/30/2025

  I have a few more screenshots I can add. They will not stop harassing me, they send me multiple emails every day from multiple email addresses. I have tried replying, which they have replied in the past in the beginning, so they are just ignoring me. 

  Customer Answer

  Date: 05/30/2025

  Adding more screenshots for proof of harassing emails.

  Business Response

  Date: 06/06/2025

  *** ****** signed up for a 12 month membership agreement term that ran through November 2024. Her account went past due in September of 2024. She did not make the responsible payments despite receiving several alerts from the billing company regarding her past due balance. Eventually the account was sent off to collections. The messages she is referring to are from The Edge Fitness Clubs, offering a forgiveness plan, which would take her account out of collections and waive the past due balance, to start fresh. If *** ****** does not wish to take advantage of this offer, she may settle the account directly with the collections agency, ***** *****. The Edge Fitness Clubs will cease contact.

  Customer Answer

  Date: 06/06/2025

  
  
  Better Business Bureau:

  
  
  It should not have taken this complaint to find out I need to settle with **********. The moment I communicated I did not want to renew my membership I should have been informed The Edge could not help me instead of harassing me. 

   

   

  
  
  I have reviewed the response made by the business in reference to complaint ID 23347681, and I'm not happy but I guess I'll take it.
  
  
  
  
  Sincerely,
  
  
  
  Alexis Stolle

• Initial Complaint

  Date:05/19/2025

  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.

  I’m filing this complaint regarding how I was treated by a staff member and another gym-goer at The Edge Fitness in *** **** ** on May 17, 2025, around 8:45 AM.
  
  I was actively using a pulley machine — had already completed 3 sets of one exercise and 1 set of another — when a man walked over from the free weights section, dropped his jacket, grabbed the bar, and changed the weight mid-workout. He claimed he had been using the machine. I told him I had been using the machine continuously and that he had just arrived from another area of the gym.
  
  He escalated the situation by bringing over the manager, who admitted the man was likely “super setting” (jumping between machines), which breaks gym rules — yet instead of correcting him, the manager said, “I’m torn between the traditional way of working out,” pointing to the man, “and our rules,” pointing to me. He then suggested we “share” the machine, which I declined. I had done nothing wrong and didn’t feel I should be forced to split equipment with someone who interrupted my set and tried to take over.
  
  I asked to cancel my membership on the spot. The manager tried to de-escalate but refused to support me or acknowledge that the other person was in the wrong. I left feeling disrespected, unsupported, and deeply disappointed by how the situation was handled. This was my regular gym — I worked out there five times a week. Now I don’t feel safe returning.
  
  Security footage will confirm my account. I am requesting acknowledgment of mishandling by staff, a review of gym policy enforcement, and an apology or good-faith resolution for how I was treated.
  
  Please see the attachment for the full complaint which will provide significantly more detail about the way I was treated. Thank you.

  Business Response

  Date: 06/06/2025

  The Edge Fitness Clubs has reviewed this complaint and the notes on the associated account regarding this incident. Please refer to the company's policy on gym floor etiquette - ***************************************************************. The team on site did their best to deescalate the situation. Although *** ********' feelings are valid, that does not excuse verbal abuse of the staff. Per her request, *** ********' membership was canceled and she was refunded last dues. The Edge Fitness Clubs wishes her peace and good health.