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:05/17/2023

  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 have fulfilled my 12 month contract which ends 5/22/23. However I am being forced to renew and continue payments month to month. I fulfilled my contractual obligation so I should not be forced into something I DO NOT WANT. I have called and was told that I have to come in person to cancel which I do not understand because again, I fulfilled my obligation. For personal reasons I am not able to go and cancel in person. I was given the number ###-###-#### to cancel by phone. However, no one answers and I keep getting disconnected. There is no option to speak with someone or to cancel a "fulfilled" contract. I do not want to pay for a service I am not using and it doesn't make sense that I am forced to do so.

  Business Response

  Date: 05/18/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Ms. ******* is eligible to cancel, simply by sending in an email with 30 days-notice to the billing company. This cancel policy is outlined on her membership agreement which is attached for reference. In addition, this cancelation process is detailed out on the company's website FAQs: 

  ***************************************************************************************

   

  Customer Answer

  Date: 05/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  What is the email address? I have called 2x. Filed an entire BBB complaint. Clearly I am trying to cancel. To whom should I now contact?
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 05/22/2023

  Please refer to initial response from The Edge Fitness Clubs. The email address to cancel is stated in Ms. ********* membership agreement, as well as on the company's website. The link to the website FAQs that outlines how to cancel, was included in the initial response as well.

  The Edge Fitness Clubs has set up the cancel for Ms. *******. Her last responsible payment is 5/30/23 and she will have club access through 6/29/23.

  Customer Answer

  Date: 05/22/2023

  
  
  Better Business Bureau:
  
  
  Though their response was quite rude, 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:05/17/2023

  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.

  In April, I went in person to the Edge Fitness Clubs in ***** **, to cancel my membership as I was moving away and would be unable to use their services and fit the moving requirement to cancel my membership. I was then told that I had to email them to cancel my membership. I have now sent 3 emails explicitly asking to cancel my membership and have not received any response about the nature of the charges or if I was lied to about being able to email to cancel my membership.
  
  I have, however, continually received emails, texts, phone calls about my bill not being paid. I am now receiving calls and emails from their third party billing, *** ******* *********, claiming I owe $39.49. The card they are trying to charge had to be cancelled as I had lost my wallet. I have sent an email to *** ******* disputing the debt, but again have received nothing beyond automated communications back.

  Business Response

  Date: 05/18/2023

  The Edge Fitness Clubs has reviewed this complaint and does not find any record of Mr. ******* sending in a cancel request. Mr. ******* is advised to forward any emails he has sent in regards to his cancel request, to *********************************, so a member experience specialist may research and assist him.

  Customer Answer

  Date: 05/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I am being redirected to their customer support and the issue has not been resolved nor have they responded to any actual information in my complaint except they can not find my emails. I will accept a response after I am confident that this has been resolved and I am no longer required to email The Edge Fitness Clubs about this issue.

  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 05/25/2023

  The member experience team for The Edge Fitness Clubs was able to connect with Mr. ******* to resolve this matter. The Edge Fitness Clubs believes this matter to now be fully resolved.

  Customer Answer

  Date: 05/25/2023

  
  
  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:05/10/2023

  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 signed up with the Edge fitness of Bristol on 4/29/2023. Two weeks ago and have only used the gym once and they are refusing to cancel my membership. I tried explaining financially and family matters I will not be able to attend like I had hoped and they still refuse.
  In addition to the issues above, I did not have a good experience my first time. The only communication I have received is to sign up for my personal training session which I was not interested in yet. I did not get a tour like I was supposed to. All they did was quickly hand me my card and go back to what they were doing. I spent most of the hour I was there searching for things. I have no interest in remaining at this gym and want everything cancelled.

  Business Response

  Date: 05/16/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Ms. ******** had requested to cancel her membership due to family obligations and financial reasons. Members who are still within their agreement term are eligible to cancel early if with proof of move, medical, or military reasons. A copy of her membership agreement is attached for reference. 

  The Edge is willing to help Ms. ******** out with a short term freeze of up to 3 months. Freezes are typically held for medical reasons only, and do require a doctor's note. However, this accommodation is being offered to Ms. Wenzloff as a gesture of goodwill. All billing would cease for the duration of the freeze and the frozen time would then be added to the agreement expiration date. If Ms. ******** would like to proceed with this offer, she may contact **********************************

  Customer Answer

  Date: 05/17/2023

  
  
  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:05/09/2023

  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.

  On 05/08/2023 I requested a fee waiver for a late fee from a sales manager at Edge fitness. Request was met with nastiness, hostility, and aggression. I was also lectured about taking responsibility and being required to know that the club dues were paid. I disagreed with the late fee and said I would dispute it and block my card from further transactions. Sales manager stated that "it looks like you shouldn't be missing the gym," commenting about my photo on file. I response accordingly and sales manager called me out for a fight out front. Called the location several times and no one contacted me. I was told that general manager got into work and that he would get my message, but no one called. When I called, I was told the general manager was busy. Seems like the employees are covering up for the sales manager.

  Business Response

  Date: 05/12/2023

  The Edge Fitness Clubs has reviewed this complaint and found this matter to have already been resolved by club management and the member experience team.

• Initial Complaint

  Date:05/05/2023

  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 been a member at Edge Fitness Club since November 2021. I have requested to remove myself from the membership since September of 2022 due to no longer living in the surrounding area and other reasons. They made it clear that I couldn’t separate from their gym until a year after I signed up which was in November of 2023. Throughout the whole month of November I requested multiple times to not renew my membership but instead of that happening they renewed my membership and have been charging my balance despite my continuous request to depart from their business every single month leading up to now. I also have proof of email that was sent back in November of 2022 requesting to cancel. Today I received a threat that my account is going to be forwarded to collections despite having spoken to the manager directly on May 1st who said he would call me back with a resolution and never did. They have not let me terminate my membership and I need your help

  Business Response

  Date: 05/16/2023

  The Edge Fitness Clubs has reviewed this account and the attached documents that Mr. ******** provided. The cancel request was sent to the wrong email address, which is why it was not processed. The Edge Fitness Clubs agrees to remove the account from collections, waive all past due, and cancel with nothing further due. Both the collections agency and billing company have been notified. Please be advised that this process may take up to a week to finalize, therefore Mr. ******** should not be alarmed if he continues to receive communications about his account balance in the meantime. The Edge Fitness Clubs thanks Mr. ******** for his service and sacrifice!

• Initial Complaint

  Date:05/04/2023

  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.

  Hello,
  I have cancelled my membership in the Edge fitness club, providing all the required documents.
  However, they not only continue collecting payments from my credit card but have charged me an extra $63 just after I have cancelled it.
  I need it to stop and return my money.
  The club's management is totally incompetent and is not willing to do their work.
  
  Thanks,
  *****

  Business Response

  Date: 05/04/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account for Mr. ********** daughter ******. Please refer to attached document which shows communication between Mr. ******** and *** ******* ********* (the billing company for The Edge Fitness clubs). Per membership agreement cancel policies, proof of move is required in order to cancel while still in-term. The Edge is very willing to be flexible with the form of proof for college students' situation. However, it does not appear that Mr. ******** provided any proof. Mr. ******** is advised to send proof of move directly to *********************************, so that a member experience specialist may further assist.

• Initial Complaint

  Date:05/03/2023

  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 had money taken out of my checking account today 05/02/2033 without my permission and confirmation for yearly payment $53.16 and raised monthly payment from $24.99 to $31.89 for being out of agreement?
  At the time of signing up none of these conditions were explained to me or no one mentioned in any of several E-mails we get from them every day.
  I called the orange ct where I signed up for the membership. However, they refused to cancel my membership or refund the money they took without my confirmation.
  At the time of signing for membership last year, they insisted to have my checking account number where I found odd since I offered them credit card to charge me my monthly charges.
  They think they have a right to do anything they want with their members and their information on file.
  
  I want to cancel the membership and refund of $85.05 you have taken out of my checking account for next year and next month.
  I went to the club and 5 people surrounded me and instead of solving my problem simply told me we can not do anything for you and you have no right to be upset.
  I will not go back there since I do not feel safe.
  Please let me know what should I do at this point. They have my account information and I do not feel safe.
  
  Thanks

  Business Response

  Date: 05/04/2023

  The Edge Fitness Clubs has reviewed the attached complaint as well as the associated account. There were no missteps discovered. All billing was in accordance to the membership agreement terms. Please refer to Ms. ************ signed membership agreement for reference. The fees she is questioning, as well as the accounts for billing she is questioning, are all clearly outlined on her membership agreement, which she signed for. 

  Although no missteps were made on the part of The Edge Fitness Clubs or the billing company *** ******* *********, The Edge Fitness Clubs agrees to refund the annual fee as a goodwill gesture. Ms. ********** will be held to the 30 day-notice cancelation policy, with last responsible dues to bill on 5/31/23. She will have club access through 6/29/23. 

  Customer Answer

  Date: 05/05/2023

  
  
  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.
  
  However, I still emphasize that without any notification and agreement no one can access checking account of people and take any amount of money they wish and raise their membership around $7 more each month. 
  They wanted access to the checking accounts for that reason. I thought it was odd that they would not sign you up if you did not give them access to your checking account. 
  I had a membership of ** ******* for over a decade and I never had any issues like this. I paid with my credit card every month and never any surprises. 
  Edge responded that I do not have an agreement any more with them and for that reason they are raising my membership? Without notifying me?

  none one told me that I have to renew my membership every year or else my membership would be raised without any notification.

  I do not have a new agreement with them and they decided go ahead and charge me any amount they want?

  I signed up with them last January or February 2022 and now is May 2023 they decided to charge people whatever they wish without any agreement and notification?  

  I am an adult and if I knew these regulations, I would responded to them on time.   
  

  I get so many E-mails from them daily and one of these E-mails could ask me to come in and have a new agreement.

  I thank you for hearing me and I hope they get a message that if people trust their business and let them have an access to their checking account they can not do anything they want with people’s account without any notification.

  
  Sincerely,
  
  
  
  ******* **********

• Initial Complaint

  Date:05/02/2023

  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.

  Hello,
  I received a gym membership at Edge Fitness through my employer *********. On August 24th, 2022
  I informed Edge Fitness of my intention to cancel my membership due to moving away to attend ******* ******** ********** in *********, ********. There are no gyms in the ********* area. I supplied all the necessary documentation required to cancel the membership. I received confirmation from Edge Fitness on August 25th that everything met there needs and the last payment of $38 would draft on September 9th, 2022.
  These payments were taken from a **** belonging to *********'* ****** ******** ******* as an employee benefit. Unbeknownst to me, ********* deactivated the card before the last payment was made. Fast -forward to April of 2023 and I received a phone call from a collection agency called ***** ********* and an overly aggressive agent saying I owe in excess of $500 to Edge Fitness.
  
  In closing I can not get clarification on how $38 increases to a debt of $500 plus since September 2022. I have made numerous requests from Edge locally and no one has been able to explain or justify this exorbitant expense.
  I am willing to pay something a bit more reasonable to close this matter.
  
  Regards, ****** * **********

  Business Response

  Date: 05/12/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account. The billing information on Ms. ************ account is all in her own name. There is nothing to indicate that this was being paid for by her employer. If Ms. ********** can provide proof of such, she is advised to contact ********************************* for further assistance. 

  Customer Answer

  Date: 05/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have been in contact with Edge Fitness locally and all of this was explained.  Their "resolution" is for me to sign up for another year and I will be removed from Collections!  I reject this tactic.  Attached is my ** from ********* proving I was employed.   Also I am pasting  the link explaining how their ****** ******* program works and how to activate their ****** ******* VISA.  For security reasons I destroyed the card or I would have attached a photo.  In closing I would like to state:                                                     

   

  1. Why would I pay for the Edge membership from my own funds when ********* offers it as a free benefit?  This is what you have suggested.  

  2. How does one missed payment of $38 end up going to collections for over $520?  That is an increase of 1,268% !!!

  *******************************************************

  
  
  Sincerely,
  
  
  
  ****** **********

  Business Response

  Date: 05/24/2023

  The Edge Fitness Clubs has reviewed this response. The billing information on this membership was all in Ms. ************ name. Attached is a copy of her signed membership agreement, where all billing accounts are listed as well. There is no information regarding her employer being responsible for payment of her membership. The required final payment of $34.99, billed on 9/9/22, was never paid, therefore the account was never cancelled. The billing company repeatedly reached out to Ms. ********** via phone message, text and email, until eventually sending the account to collections in Dec 2022, when she failed to respond or make final payment. The amount due at this time is from the collections agency, and no longer belongs to The Edge Fitness Clubs. 

  Although no missteps were made by The Edge Fitness Clubs, or it's billing partner, *** ******* *********, The Edge does try to be as fair and flexible with college students as possible. Therefore, as a gesture of goodwill, The Edge will see to it that Ms. ************ account is removed from collections and cancelled with nothing further due.

   

  Customer Answer

  Date: 05/24/2023

  
  
  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:04/25/2023

  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 was living with my Fiancee in ******* ***** ********. I signed up for the smallest subscription to The Edge Fitness out there. At the beginning of April, me and my fiancee broke up.. I moved back to ******** to an Apartment that has a Gym on site. I no longer need this subscription. and I sent the lease agreement as they requested.. now they're saying because I live near an Edge.. that I HAVE to keep my subscription. I just want to stop paying 10dollars a month to something that I will NEVER USE now.

  Business Response

  Date: 05/04/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account. A copy of Mr. *******' membership agreement is attached for reference. Per #2 of the cancelation policy, member may cancel early due to move if new residence is more than 25 miles from any club locations. Although Mr. ******* does not qualify for an in-term cancelation, he does qualify for a club transfer to the *** ******** ** location, that is only 5.1 miles from his new residence. Mr. ******* may contact ********************************* to request to have the transfer initiated.

• Initial Complaint

  Date:04/25/2023

  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.

  After 5 month of been member of edge fitness I decided to cancel membership because of this place was too overcrowded, also they have limited stuff for kids club , and several times I was told that my kid cannot join kids fitness because too many kids came .
  When I signed up I was told by the manager that I can cancel any time and this not a contract . When 5 months later I came to the facility to cancel membership I was told that I cannot cancel till January 2024.
  
  The management is awful and not honest , place is overcrowded.

  Business Response

  Date: 05/16/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account and finds that the matter has been resolved by the local club management.