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 has 39 locations, listed below.

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• 

  Edge Fitness Club

  50 Boston Post Rd Orange, CT 06477

• 

  Edge Fitness Club

  542 Westport Ave Norwalk, CT 06851-4431

• 

  Edge Fitness Club

  2300 Dixwell Ave Hamden, CT 06514-2108

• 

  Edge Fitness Club

  41 Monroe Tpke Ste 43 Trumbull, CT 06611-1315

• 

  Edge Fitness Club

  100 Newtown Rd Danbury, CT 06810-4193

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:04/18/2023

  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 Edge Fitness makes it very difficult to cancel the membership and auto charges credit card without proper consent. In their membership agreement, they placed a phrase that I must give 30 days written notice prior to the charge date of the month I wish to discontinue. They make it very difficult and do not allow cancellation in the gym. One must provide a written notice mailed to email. I tried to cancel on time, but the front desk personnel talked me out and allured me with a proposal for a less expensive membership which was not true. That made me go pass another 30 days notice and they will not even prorate from the time of request to cancel. Moreover, they keep file of bank account to draft money out without a proper consent. Overall, very deceptive and nasty way of stealing money from other people. Just outright dishonest business entity.

  Business Response

  Date: 04/21/2023

  The Edge Fitness Clubs has reviewed this complaint and did not find any missteps on the part of the local club or the billing company. Everything was handled in accordance with the terms of Mr. **'s membership agreement (which is attached for reference). However, as a gesture of goodwill, The Edge Fitness Clubs has agreed to waive the final payments and has cancelled the membership with nothing further due.

  Mr. ** should be advised that since he did file a dispute to the charges, it is possible that he will get billed again, depending on how his bank rules. This is out of the hands of The Edge Fitness Clubs. If this should occur, Mr. ** may reach out to ********************************* for assistance.

  Customer Answer

  Date: 04/24/2023

  
  
  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:04/17/2023

  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 a contract for 4 training sessions, and paid $180. I was told that I needed to cancel after the 3rd session or it would become a recurring charge. I agreed to this, and signed the contract which is uploaded below.
  Today, I went to schedule my sessions and said that I wanted to be sure I let them know in time to cancel. I was told that, even when I canceled with 1 session remaining (which I was doing) the term phrase "one final invoice will be drafted" actually means that I would be charged another $180 for 4 additional sessions. I was never verbally told this, nor is this information in the written contract. In fact, I am now being told that the minimum number of sessions is required to be 8, and the minimum charge is $360. Yet none of this is in writing. I have paid per the existing contract and do not see anything that allows them to continue charging me.

  Business Response

  Date: 05/05/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account. The club's general manager, John, has tried to reach Ms. ****** via both phone and email. Ms. ****** is advised to contact John back at her convenience so that he may address any concerns.

• Initial Complaint

  Date:04/17/2023

  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 wrote the fitness center to cancel my membership at the end of January, I have not used their services since 01/30. I never received communication back regarding canceling my membership and the company has been charging me late fees without proper communication.
  
  It’s only been 2 months since I last paid a $25 monthly bill, but they are trying to charge me $282…. They have never emailed me or sent me a paper bill, only resorted to phone calls - which I have expressed is NOT my preferred method of contact. They refuse to help or hear me out. The debt has now been sent to a debt collection agency and I’m not sure how to proceed. I’m more than happy to pay the $25 bill that’s overdue, but almost $300 for only 2 months is ridiculous.

  Business Response

  Date: 04/18/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Ms. ******* submitted her cancel request on 1/13/23. At that time she was informed that her final payment to cancel (per the 30 day notice requirement), was for 1/15/23. Ms. ******* did not make this payment, therefore the account did not cancel. The billing company contacted Ms. ******* repeatedly via phone call, text and email, for several months, to alert her of her account status prior to it being sent to collections. At this time, Ms. *******'s account is with the collections agency. However, The Edge does offer a forgiveness plan that will allow her to remove her account from collections at a lower rate than that of the collections agency. This courtesy has been extended to her by the club's general manager. If Ms. ******* would like to take advantage of the forgiveness plan, she is advised to follow up with the local club. The other option is to settle with the collections agency.

• Initial Complaint

  Date:04/13/2023

  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.

  The Edge Fitness Clubs in ********* has caused me a number of issues with cancelling my membership. I called in early February to cancel my membership that was due to "renew" on 2/13/2023. I was advised by the associate that my 12-month membership was simply due to terminate rather than renew and I did not need to take any steps to cancel my membership. He said I was "all set".
  
  A month later, I have received 2 months of monthly charges and an annual fee. I was instructed with the incorrect information. I called the club again. I was told this time that I NEEDED to cancel my membership by emailing their external billing service provider. I did. I was able to cancel my membership yet was not refunded the fees that I was charged on the associate's mistake.
  
  I then called the club for a third time regarding this issue. I spoke to a woman at the front desk who was extremely unforgiving and treated my problem as if it were an inconvenience that her co-worker had messed up. She gave me no solutions other than to speak to a manager (awaiting the call). The associates that work in the club are not trained in competency nor empathy. The company clearly cares more about money than their reputation or customer relations.

  Business Response

  Date: 04/18/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Per Ms. *******'s membership agreement, cancellations are not taken in club. All cancellations must be sent with 30 day written (email) notice to the billing company, *** ******* *********. However, based on Ms. *******'s 4/1/23 contact to ***, The Edge agrees to refund the annual fee, as well as waive the 30 day's notice, by also refunding the April dues. The membership will also be cancelled with nothing further due. Please allow 3-5 business days for refund processing. Please be advised that any dispute filed with her credit card company, will prevent the refunds from processing. 

• Initial Complaint

  Date:04/10/2023

  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 January 13th, my wife and I cancelled our membership and we have a receipt of the cancellation. The last charge was to be 03/07/23. Today, 04/07/23, we have been charged again. We called to ask them to remediate the situation. The employee was incredibly rude. They said the club was busy and that neither they, nor any manager can help us. We are now being forced to have to go in and force the issue of making this right. This is predatory billing practices, followed by an attempt to dodge the issue completely. Without this being done right, we can continue to be charged.

  Business Response

  Date: 04/18/2023

  The Edge Fitness Clubs has reviewed both accounts for Mr. ******* and his wife. The local club has already resolved this matter with a refund on both March and April dues, on each account. Both accounts are currently cancelled. 

• Initial Complaint

  Date:04/06/2023

  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 signed up for personal training during the Black Friday promotion. It was explained that I could purchase four sessions under the promotional price and that I could cancel at any time. And at the time of cancellation, I would be billed for four more sessions. So I interpreted that as I needed to at minimum pay for eight sessions. If it was explained that I will be forced to pay for more sessions regardless of how many sessions I use, I would not have signed up. I was also told that billing occurs after the third session of every four session pack. I informed my trainer that I was having health issues and that I will check in with my medical team to see what exercises I could and could not do. She kept me on schedule for the next session anyway, and I was charged $180 for a four pack of training sessions. I went into the gym in mid March to cancel my sessions. The manager argued that no matter when you cancel, you will always be liable for an additional payment, which makes no sense. In his words, "you can pay for 100 sessions, and you will still have to pay for four more." That was not the way the employee explained it to me when I initially signed up. I was not refunded the $180, and I was told I now have six sessions that I can use at any time. I showed him the correspondence between myself and my trainer, he argued that it was ambiguous as to whether or not I was able to work out, but as a courtesy he would add added the "missed session" back to my account. I was charged another $180 today. That is $360 for services that I cannot use due to health reasons. I was not offered any option to present medical documentation to show that I do have significant issues that are impeding me from working out, just too bad, that's what you signed up for.

  Business Response

  Date: 04/21/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account. The Edge Fitness Clubs agrees to process a refund if Ms. ***** provides a medical note that addresses the time period from when she made her request to cancel. Ms. ***** can provide the medical note to a manager at her local club or email it to *********************************.

• Initial Complaint

  Date:04/03/2023

  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.

  The Edge Fitness ******** **
  Club location took unauthorized funds from my bank membership fees 2023 $104.87 January 10th & 31st ($69.88) February $34.99 - $104.87membership status showing cancelled
  February -24th another $338.00 unauthorized never approved
  Total $419.00 never approved
  Called multiple times sent 2 emails all documentation supporting credit cards and bank statements i am demanding $419.00 tefunded how does this continue to occur.

  Business Response

  Date: 04/19/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account. The matter has been handled by the general manager of the local club. Ms. ********** is being refunded for unused PT services. A refund check is in process to be mailed to her.

• Initial Complaint

  Date:04/03/2023

  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.

  The edge sent out notices after their monthly dues were due that there were going to raise rates and they put on the letter that if you like to cancel please email us to cancel. My husband cancel this membership he gave them 30 days notice and they are now charging him for April.

  Business Response

  Date: 04/04/2023

  Please provide the member's (her husband's) name, in order for The Edge Fitness Clubs to look into this complaint.

• Initial Complaint

  Date:03/30/2023

  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.

  Continue to receive advertising and marketing email from the edge after more than a year after my membership was cancelled. Emails do not have an option to unsubscribe.

  Business Response

  Date: 03/30/2023

  The Edge Fitness Clubs will ensure that Mr. ************* is unsubscribed from all communications.

• Initial Complaint

  Date:03/20/2023

  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 was wrongfully charged for personal training sessions at the ******* location that I did not attend and canceled well before the 24 hour window and I have text messages with my trainer to prove this. For months I have been attempting to get refunded for these charges with no success. I have talked to the manager who has guaranteed me a refund with no action taken. Also, I have asked to drop down to the lowest level which the manger has failed to change on my account. They continue to charge me when I have several emails and have spoken to the manager numerous times. This business is built off of deceit and theft. I have tried contacting corporate but have also received no response. I just want the money I am owed and the membership that I am entitled to change to. I am fed up with being ignored and stolen from.

  Business Response

  Date: 04/11/2023

  The general manager for this club location has reached out directly to Ms. ***** to resolve. Ms. *****'s training has been cancelled  with final payment 1-21-23
  and refunding February's payment back to her via a refund check. Ms. ***** is advised to return general manager's phone call in order to finalize this.

  Customer Answer

  Date: 04/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have attempted multiple times to speak with the manger and I receive no response or no action to his responses. Most recently, on 4/12/23 at 11:40 am I called the Edge of ******* and asked for a manager. I was redirected to John, I explained that I was calling regarding my refund. John stated that he was aware of the situation and I would need to speak with Tyler. He continued to state that Tyler was on the phone and he would have him call me as soon as he was done in 5-10 minutes. To date I have not heard back from Tyler. I have had experiences such as this on multiple occasions. I have even gone to the Edge to have my refund processed with no success. I know that my address and bank account is on file, thus I want my refund to be issued immediately. I am extremely frustrated with the poor management at this location and feel that more needs to be done regarding the handling of my situation. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 04/21/2023

  The club has made repeated attempts to assist Ms. *****. If she does not wish to speak directly with the club management, she may reach out to the member experience team at *********************************, for assistance.