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:06/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined Edge Fitness in December 2022 when I was home for winter break from college. When I joined I was told I would only be charged for the month I was home and would not be charged after the month expired. I checked my transaction history in April 2023 when I realized that I had been getting monthly charges from Edge since joining. I went back to the Edge and requested a cancelation form, which they provided, and assured me that I would receive no further charges. However, the next month (May 2023) I was charged again. I went back to Edge and complained that I was being charged even after submitting a cancellation form. The employee apologized and submitted another cancelation form. However, this month (June 2023) I was charged yet again. I went back to Edge to dispute this, but the employee that assisted me said that she would send an email later and didn't offer any other form of assistance. I am extremely unhappy with the lack of professionalism from Edge and am seeking that the repay me for unjustly charging me over the past 6 months.

  Business Response

  Date: 07/06/2023

  The Edge Fitness Clubs has found this matter to have already been resolved by a member of their member experience department.

• Initial Complaint

  Date:06/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my gym membership with edge fitness within the time frame of cancelation with no penalty awhile ago and they sent me to collections with ***** ********* ********. Over $800 was told they have to collect and they were very rude about it I told them the circumstances and they didn’t care.

  Business Response

  Date: 06/28/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Mr. ******* account was never cancelled because he failed to provide the required proof to cancel while still in-term. The first medical note he provided was rejected because it did not state that he could no longer use the gym for a period of 6 or more months, in fact it stated a 3 month period. In addition, it was not signed by a doctor. The second medical note provided was also rejected because it was not signed by a doctor, nor on official letterhead. No record of the doctor's name listed could be found. Mr. ***** was advised of all of this and told that his cancel request could not be processed until he provided the required documentation to do so. When payments were no longer being made, he was repeatedly contacted by the billing company, before the account eventually was sent off to collections. Although no missteps were found on the part of The Edge Fitness Clubs or the billing company, *** ******* *********, The Edge Fitness Clubs is willing to help Mr. ***** out of collections and to cancel the membership, if he is to provide the necessary medical note. He may email that to *********************************. 

• Initial Complaint

  Date:06/28/2023

  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 placed my membership on hold & was told I would not be charged. The rep said I would have to pay the annual membership once the hood ended. A month later I was charged an annual fee. To avoid being charged anymore, I cancelled my membership. I was told I would have the membership through late July. I told them I do not want to be charged and was already charged for the annual fee when I should not have been.

  Business Response

  Date: 06/28/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account. It is standard practice for the member to still be responsible for the annual fee during a freeze period. However, the billing representative was not clear about that with Ms. ****. The Edge Fitness Clubs would like to know if Ms. **** would be willing to reconsider her cancel request, by offering to refund the annual fee, reinstating the freeze period, and then moving the annual fee out until the month after her dues resume (this would be a one-time move, and the annual fee would then resume on its normal date moving forward. 

  Customer Answer

  Date: 06/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I canceled my membership due to moving and not being able to attend. At a minimum would like a refund of the monthly fee.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 06/29/2023

  The Edge Fitness Clubs agrees to refund both the annual fee, as well as the June dues, and to cancel the membership with nothing further due. Please allow 3-5 business days for refund processing.

  Customer Answer

  Date: 07/05/2023

  
  
  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:06/23/2023

  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.

  I signed up for a gym membership to the Edge. It was a one year contract but there is a provision to cancel if there is a change of address.
  
  I notified the Edge in May of 2023 that I will be attending **** ***** ********** ** ***** ******** ** beginning in the end of June and I needed to cancel my membership. The Edge stated that I could not cancel my membership because I signed a 1 year contract and since I will be moving into a dorm, I could not prove that I was living there because I would not have a utility bill.
  
  I contact the Edge's Customer Service. They told me I would need a letter from *** with their letterhead. I provided them with my class schedule where it showed the location directly from the *** website. They then said that it was not sufficient. I needed to show a Bank Statement in ***** ******* which I do not want to open up a bank account to cancel a gym membership.
  
  This is what I was told to provide:
  o College students who cannot provide other proof of moving (lease agreement, utility bill or driver’s license) may submit a class schedule with the student’s name on university letter head as proof of moving.
  
  I provided my schedule with the dates of the classes and the location of the classes. I am attaching what I provided to the Edge.

  Business Response

  Date: 06/23/2023

  The Edge Fitness Clubs does [email protected] college students who need to cancel due to moving onto campus, out of the area of any Edge location. Typically, the form of proof of move, is a college schedule that has the student's name and school address on it. The records on Mr. *********** account show that his mother contacted both the local club and the billing company on 5/31/23 to ask to cancel, and provided proof of move on 6/5/23. 

  All cancellations do require 30 day notice, as detailed out on all membership agreements. The billing date on Mr. *********** account is the 17th of each month. Therefore, making the last responsible payment to cancel the account, June 17,2023. The membership is showing to be in a pending cancel status to fully close out on July 16, 2023, with no further charges. It appears that the cancelation was processed per his mother's request, and properly completed. 

• Initial Complaint

  Date:06/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted this company with a written 30 day notice and provided them with the approved documents and my membership was paid up to date. Then again in March I resent the written notice with my membership paid up to date. It is now June and I had to close my account because they are taking dues out when I can’t even utilize the facility as I have moved 1200 miles away. This is not fair what they are doing to people. Now I close my bank account and they are threatening me saying they won’t cancel my account until I pay them 2 months of dues. This is fraud. Please someone help stop this mess. Over 441 people have complained about this same topic.

  Business Response

  Date: 06/22/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Per Ms. ******** membership agreement, cancellations due to move require proof of move, with 30 day notice written request to *** ******* *********, who is the billing company for The Edge. The records show that Ms ****** first reached out on 2/1/23, however her proof of move was denied because it did not show her new address. The document provided is not legible in the system for review. The Edge Fitness Clubs recommends that Ms. ****** reach out to *********************************, with that original proof of move provided in February. A member experience specialist for The Edge Fitness Clubs will be able to further assist, once that proof of move is provided for review in a legible format.

• Initial Complaint

  Date:06/09/2023

  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.

  The end of March of 2022, I started a gym membership. I stated to the representative I was only getting a one year subscription ONLY. I only used this membership only for ONE month. This membership ended April 2023. I did not receive any notices to renew or cancel. The representative did NOT state I had to write a written notice 30 days before cancelling. I did not know I had to cancel since it was only for one year. My bank account got charged $49.99. I called to the gym, this is when the guy on the phone told me to email the customer care to tell them to cancel the membership. I did that. Edge Fitness is trying to charged me again for June. They said I owe and will be billed for June. I should not be charged for June since I have not been there in months. And for the fact I cancelled this membership. I would like my $49.99 back and I should not be charged for June!

  Business Response

  Date: 06/28/2023

  The Edge Fitness Clubs has reviewed this complaint and found no missteps on the part of The Edge Fitness Clubs. Cancel policies and procedures are outlined on every membership agreement, and also accessible via the company's website FAQs: **************************************************************************************. A copy of Ms. ******** signed membership agreement is attached for reference. 

  Although no missteps were discovered, The Edge Fitness Clubs agrees to waive the annual fee as well as the June dues, as a gesture of goodwill, with the membership being cancelled no further due.

  Customer Answer

  Date: 06/29/2023

  
  
  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. I would appreciate if they refund the annual fee and any June fees. Next time, I have read these disclosures more carefully.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:06/07/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally request the immediate cancellation of my gym agreement, #1*********. Despite my repeated attempts to resolve this matter, my requests have been disregarded.
  
  Last year, in August 2022, I informed Manager Juan via email about my relocation and health issues. Despite multiple email communications, I never received a response.
  
  Attached to this letter are utility bills and medical documentation from that time period, clearly indicating that I was unable to utilize the gym facilities due to my absence from the area and medical advice to refrain from intense physical activities. Despite my efforts to cancel the agreement, it remains unresolved due to a lack of acknowledgement and the passage of time.
  
  While an email regarding Club Forgiveness was sent by the management on 03/26/2023, I misunderstood the terms and conditions. I was not aware that it involved monthly payments, and I promptly opened a new account. I have since canceled this agreement.
  
  However, the same documentation that was deemed sufficient to cancel agreement ********** was considered insufficient for the original agreement **********. I was informed that the agreement cannot be canceled, leaving me obligated to pay for the entire year of 2022-2023. This is despite my relocation and my current health condition (********), which restricts me from engaging in strenuous activities.
  
  I am deeply disappointed and frustrated with this situation. I have made every effort to resolve this matter, yet my attempts have been ignored or interpreted in a way that requires me to owe Edge Fitness money. The lack of understanding and empathy from the managers, as well as the unclear surprise fees associated with Edge Fitness contracts, are unacceptable.
  
  Therefore, I request the immediate cancellation of my gym agreement #1*********, effective from August 28th, 2022. I hope that this matter can be promptly resolved, releasing me from this undeserved and unjustifiable obligation.

  Business Response

  Date: 06/15/2023

  The Edge Fitness Clubs has reviewed this complaint and has not found any missteps by the club, nor the billing company. Cancellations are not taken in club, they are to be sent in writing, with required proof of move, medical or military, with 30 days-notice, to the billing company *** ******* *********. This is outlined on all membership agreements, as well as posted on the company's website FAQs. There is no record that Ms. ****** ever sent such request. She did have active club check ins through the end of August 2022, and then stopped making her payments as of September 2022. The billing company made repeated attempts to contact Ms. ****** regarding her past due balance, for several months, via text, email and phone call, to which she did not respond. Eventually the account was then sent to collections. 

  Although there were no missteps found on the part of The Edge Fitness Clubs or *** ******* *********, The Edge is willing to help Ms. ****** out, since she was able to provide proof of move and medical at this time. The past due balance is being waived, and the account is being removed from collections, to be cancelled out with nothing further due. Please allow about one week for this to fully finalize.

  Customer Answer

  Date: 06/15/2023

  
  
  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:05/31/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Edge Fitness Clubs contract states that to break contract you need to move outside a radius of 50 miles from any Edge. Once cancelled you will be billed 1 more time. I did move on Feb 26th 2023. In order to cancel you must email *** ********* who is their billing partner. I emailed *** on Feb 28th stating I wanted to cancel because I moved. I didn't receive an response until 3/8 stating that I needed to provide a new lease agreement or newly issued driver's license. So I responded with a PDF of my lease. I emailed them a month later asking why I hadn't heard from them and why I was still getting charged. They stated I hadn't provided adequate documentation. So I responded with my license on 4/5. I was then charged again in May. I've been assured that I now have submitted what's necessary. I feel this failure to communicate in a timely fashion and in the meantime continue to charge myself is unethical and since I moved in the month of Feb and I haven't been able to utilize the services these business practices are not right in my mind.

  Business Response

  Date: 06/01/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account and agrees to honor the original contact date of 2/28/23. This would have left Mr. ******* with one final payment remaining for his March dues, in order to satisfy the 30 day notice requirement to cancel. *** has already refunded his April dues, on 5/31/23. In addition, as a gesture of goodwill, The Edge Fitness Clubs also agrees to refund the annual fee which had been billed to Mr. ******* 27 days prior to his request to cancel. Please allow 7-10 business days for refund processing.

  Customer Answer

  Date: 06/01/2023

  
  
  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:05/30/2023

  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
  In November 2022 I spoke with the manager Douglas Y*** requesting to have my account closed at Edge Fitness Gym. Along with an injury to my hand since May 2022, I moved out of state. I have been unable to use the gym for over one year. Since May 2022 I have been in constant contact with manager Douglas Y*** advising him, by emailing official doctors notes of my medical condition that I was unable to continue at the gym. The account was frozen until November 2022 when I ask to cancel due to my move. My current membership was to end in November 2022 at no time did the manager Douglas Y*** attempt to offer me the option to close this account due to my hand and fingers being broken. On May 16, 2023 I sent him my private doctors notes detailing the condition of my hand, which is still broken. His response was the note did not cover the dates of November 2022. I then sent him those private doctor reports to cover those dates and he said the matter is to late to resolve .All along since May 2022 i have been in touch with Douglas he should have properly guided me on how to close this account due to my injury. Today I received a notice from a collection agency advising that I owe $285.51. This is wrong, I owe this business no money. I submitted all of the required documents to this company to close my account. I am asking that this account be closed with no further contact from Edge Fitness Gym specifically manager Douglas Y***.

  Business Response

  Date: 06/01/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Ms. ****s had a freeze on her membership due to her medical issue (broken hand) from May 2022- Sept 2022. In November of 2022, Ms. ****s requested to cancel her membership due to move, with her final responsible payment to be Nov 30 2022 for $24.51. This payment was never made and therefore the account was not cancelled and went past due. After several months of repeated attempts to contact Ms. ****s and collect the final payment, the account was sent to collections. 

  There were no missteps by The Edge Fitness Clubs or the billing company, *** ******* *********. However, the local club GM, Douglas Y***, offered to help Ms. ****s out by removing her from collections and cancelling the membership, if she were to make that final payment of $24.51 as originally due. To date, this payment has not been made. 

• Initial Complaint

  Date:05/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have requested several times to cancel been working in *** ****** so not able to access the gym they continue to still bill me I keep getting g texts about the membership & that they have put it with collection they can check my membership no punch ins in last 6 months to a year not sure why they are trying to ruin my good name threatening collections

  Business Response

  Date: 06/01/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Ms. ********'s signed membership agreement is attached for reference. She signed for a new agreement in June of 2021, with her local club helping her out of collections. Per the agreement terms, cancelation must be sent in writing with 30 day's notice to the billing company, *** ******* *********. There is no record of any cancel request coming from Ms. ********. There is however, records of many repeated attempts to reach Ms. ******** regarding her past due balance, prior to the account being sent to collections, after several months of contact went without a response or payment. Therefore, The Edge has not found any missteps. 

  If Ms. ******** has proof of a request to cancel, prior to the account going past due, she may email that to *********************************, for further assistance.