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:03/02/2023

  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.

  Was in the sauna and received an email from Edge with a copy of a receipt of a Purchase I made at the smothie bar. I DID not make this pruchase and went I went to thre smoothie bar to inquire about this because I was concerned my account had been comrpomised...the employee treated me as if I was wrong for approaching him asking why I received this email. He told me he can use my account number for Edge so Non Members can make smoothie puchases and If i would have took the time to look at my email I would have noticed it was not my card on file and not wasted my time coming up there. NO WHERE in my contract does iy say my account number can be used for non members WHO were not guests of mine. This itslef should void my contract. The workker was rude and loud and made it seem like I was wrong for being concerned. Management never returned my calls. I do not want to go to a gym where a worker embararres a meber just for asking a question. I already have social anxiety and I told the guy that when I signed up

  Business Response

  Date: 03/15/2023

  The Edge Fitness Clubs has reviewed this complaint and finds the matter to have already been resolved by the club general manager.

• Initial Complaint

  Date:03/01/2023

  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 has continued to charge me and I had brought in a note from my doctor for treatment I was receiving. No one at my location provides any help but they are quick to continue to charge me! I am fed up and believe me anyone I know will definitely know my experience with this gym. Very ridiculous how corrupt their business practices are. Someone needs to refund my money and stop charging me!!! I will definitely be canceling soon but I need my refund as I was not using the facilities.

  Business Response

  Date: 03/14/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account. The billing company, *** ******* *********, has confirmed that Ms. *******'s membership has a freeze in place for her January - March membership dues, set to resume billing with her April 26th dues.

  The medical note was provided after the monthly billing was already in the billing que. Therefore, some charges did need to be reversed and refunded. The only fee collected within the freeze period that has not been refunded already is the annual enhancement fee of $49.99 +tax= $53.16. Every member is responsible for this fee once per year and therefore it will still bill on its scheduled date regardless of a short term freeze status. However, if Ms. ******* would like to have it pushed out until after her freeze has ended, The Edge Fitness Clubs is willing to do so. It will get refunded and then re-billed for May 1st, moving back to March 1st for each year thereafter. Ms. ******* would like to make these changes, she should reach out to ********************************* for assistance.

  
  

• Initial Complaint

  Date:02/27/2023

  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.

  It is incredibly onerous to cancel a membership at the Edge fitness Centers. My contract was up, so I went the gym (********* ** location) where i signed up snd they couldn’t cancel my membership. I was told to call *** *******. I called *** ******* the first time in late December and waited on hold for 45-60 mins, got disconnected. I Didn’t have any more time that day to wait on hold. Called back January the 7th, no one is available. Then I call January 19th and was on hold again for 40mins. I finally get to speak with an agent and was then told I need to send an email to *** ******* which I did immediately while on the phone on January 19th 2023. The agent couldn’t confirm receipt. On January 27th I received an email stating they received my email, more than a week layer, and my membership would finally be cancelled after the next billing cycle (Feb 12th) which is ridiculous
  
  I started the process to cancel my membership in Dec 2022, but because the numerous obstacles to being able to cancel my membership, I paid Dec, Jan and Feb club fees. As a professional pilot My job precludes me from being able to call during the week (especially because it takes so long to get through ). So the Edge Fitness has collected three months of fees all because it is incredibly difficult to cancel.
  
  Why can I easily sign up at the gym but I can not cancel at the gym? It took me at least three calls to *** ******* and 2hrs plus on the phone.
  
  It’s a deceitful practice that is designed to make it difficult for any member to cancel their membership. At a bare min, feb’s fees should be refunded (And January too) and they should be mandated to change their cancelation policy to make it easier to cancel.

  Business Response

  Date: 03/03/2023

  The Edge Fitness Clubs has reviewed this complaint and finds that the matter has already been resolved by the member experience team.

• Initial Complaint

  Date:02/21/2023

  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.

  My sons membership to Edge fitness ended in 2020. He went to college. I requested to end his membership via email with no response. I have been getting charged $16.99 for over 2 years every month, over $408 total. I emailed *************************** several times with no response. I have also called and essentially begged for them to terminate the membership with all necessary information with no help whatsoever. They require an email which ********** does not respond to. I am at a loss and do not know what to do to end this membership. I have lost a lot of money and wasted so much time dealing with this mess. How do you suppose this gets resolved?
  Thank you, ****** ****** ( Mother of **** ******, membership agreement **********)

  Business Response

  Date: 02/23/2023

  The Edge Fitness Clubs has reviewed this complaint and finds that the matter has already been resolved by our member experience department.

  Customer Answer

  Date: 02/24/2023

  
  
  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:02/16/2023

  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 sales person that I signed up with gave me incorrect information. They told me that I can freeze my account at any time and now the personnel at the gym is giving me different information. I would like to freeze my account as of 2/16/2023. The person that signed me up did not give me the correct information and it is possible that because the sales have to meet a quota that they are giving incorrect information to fulfill the quota.

  Business Response

  Date: 02/17/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account. A copy of Mr. ******' signed membership agreement is attached for reference. Please note that all members have a grace period upon signing in which to cancel if the terms are not a good fit. The membership agreement's freeze policy is as follows:

  Freeze Policy: Members during a one-year or two-year contractual period may freeze their membership for medical or Military purposes only. At the time of a medical freeze request, a doctor’s
  note must be provided stating the reason for freeze and duration. An initial medical freeze may
  be granted for up to three months, and an additional doctor’s note may be required to extend
  the freeze beyond the three-month period. Military freezes require government-issued proof and
  length of deployment.

  When Mr. ****** spoke to his local club, they suggested that he email [email protected] if there are extenuating circumstances to be considered. Mr. ****** has not sent any communication to date.

• Initial Complaint

  Date:02/07/2023

  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 charged for 2.5 years without so much as an email saying they were renewing my membership (I was under the impression I had to re-up every year so auto-renewal was unauthorized). I've been getting the runaround about getting a refund and a club supervisor actually LAUGHED and made faces behind me back because I was so upset they were taking my money without authorization. She should not be dealing with customers.

  Business Response

  Date: 02/14/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account. The Edge Fitness Clubs does not find any missteps. Attached is a copy of Ms. ********** signed membership agreement, which states auto-renew in the promissory note. The Edge Fitness Clubs has cancelled the membership and has already offered to provide 6 months of complimentary membership for good will purposes  when she is ready to use it.  Ms. ******** has not accepted the remedy.

  Customer Answer

  Date: 02/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I will not return to their clubs due to my treatment by one of their staff members. Their resolution is unacceptable and they know it. I will only accept a refund as restitution. They deliberately make things difficult for you to cancel and auto renewal when I signed up for ONE YEAR ONLY is a scam. 
  
  
  
  Sincerely,
  
  
  
  **** ********

  
  

  Business Response

  Date: 02/17/2023

  We are very sorry that Ms. ******** does not want to accept
  our offer for good will.  We have other surrounding clubs within 5 to 7
  miles of the Fairfield club that she may want to consider for her or a family
  member.  We are willing to give the full amount of time post her
  auto-renewal to be used in lieu of a refund.  It is standard practice industry-wide for monthly memberships to
  auto-renew for gym memberships.  It is not a law in *********** for
  consumers to be notified of auto-renewal options, however these options were
  outlined in the notes section of the agreement.  We do agree that sending
  notices would be a positive improvement for members, however and appreciate her
  feedback.

  Customer Answer

  Date: 02/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: if you look at the receipt sent by Edge to BBB it says I paid for 12 MONTHS. No mention of autorenewal.  And as I told Aileen D*** I'm no longer going to ANY clubs/ fitness studios due to subpar safety measures (we're still in a pandemic) and won't subject family members to the treatment I've gotten by the club employees (specifically Lee and Jeanne).  
  
  
  
  **** ********

  Business Response

  Date: 02/23/2023

  The Edge Fitness Clubs holds firm to the previous responses and what has already been offered to Ms. ********.

• Initial Complaint

  Date:02/01/2023

  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 the gym with my two children, my son needs to use it because of the surgery he had on his knee from a football injury. I joined the edge fitness signing away my life not knowing that each of us would be charged separately, they were taking $26 for each of us, so I went back to the gym, and told them that they didn’t explain it was going to be individual, it was adjusted to $10.62 individually,I thought it would have been $26 for us together. Anyway I was charged $53 on Feb 1st ,for each of us for maintenance fee, my God are you serious., I saw a report on the news where the gym was on the list, please help me out, I honestly to God didn’t know we were going to be charged individually, I’m a single mom, I didn’t know going to the gym for the first time would be so costly. Sincerely Ms ********

  Business Response

  Date: 02/14/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Each member has their own membership, with monthly dues and an annual enhancement fee. Members do have a 3 day grace period in which to cancel for any reason, if they are not comfortable with the terms. Although the memberships are not eligible for cancelation any longer, the club did help Ms. ******** out by lowering to lowest monthly dues available. 

• Initial Complaint

  Date:01/23/2023

  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 the edge fitness membership in November while I was working close to one of their location’s which was about 5 minutes from the job I was on. I explicitly asked the manager that was selling me the membership several times if I could cancel if I am no longer close to one of their locations since I work construction and could be relocated or laid off for a period of time. He said since my home address is not within 15 miles of an Edge location it would be no problem. I have tried to cancel my membership because I am now laid off for the winter so I am no longer close to a edge fitness and my current address is over 15 miles from any of their locations. I let them know that and they still will not cancel my membership unless I have a medical issue or a move my residence. The manager clearly mislead me into signing a contract for this membership that I am now locked in for until next December 2024. Even when I return to work there is no guarantee I will be on a job in close proximity to an edge fitness gym.

  Business Response

  Date: 01/27/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account. The matter was already resolved by an area district manager.

• Initial Complaint

  Date:01/17/2023

  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.

  Back in May I informed the gym when I spoke to the GM and Fitness Manager Jaz that I was moving to ** and needed to cancel my membership. At no time did anyone tell me I needed to do anything else and they would handle my request. I showed my address and my closing information to them at this time. I ASSUMED it was being taken care of.. I was even in town in August and spoke to someone again in person because I noticed I was still receiving charges, spoke to the GM i believe Rob? Don’t remember his name exactly as he became the new GM when Rico left and he didn’t make any effort to actually get to know the members. Again, was told it was being taken care of and thought this time it was done until I received an email in October that a $50 dollar charge was done and I received reward points from the edge? After investigating I found they were still removing dues. So I submitted via their online contact form to deactivate, asking someone to contact me from corporate. No one has yet to contact me. Again, submitted a request in November, December, and now January! I do NOT live in ** or anywhere where a club is located! Since I submit forms via a Web form and did my communications in person I only have dates and people I spoke too.

  Business Response

  Date: 01/20/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account. A copy of Ms. ********'s signed membership agreement is attached for reference. Per the membership agreement, all cancelation requests are to be sent with 30 days-notice, in writing (email) to *** ******* ********* (formerly *** ********* ********). Cancellations are not taken over the phone, at the club, or via web-site or social media messages. There is no record that Ms. ******** sent in a written request to ***. 

  The Edge Fitness Clubs reviewed all website submissions and see that Ms. ********'s first message was on 12/17/22. Therefore, as a gesture of goodwill, The Edge agrees to take this as her request to cancel. In addition, due to her loyalty to The Edge, also agrees to waive the 30 days-notice, thus refunding the December payment, which then coincides with the end of her agreement term. Please allow 3-5 business days for refund processing.

• Initial Complaint

  Date:01/11/2023

  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.

  This gym had us sign up for their membership promising a new gym facility with a sauna and new equipment. For over 3-4 months the sauna was broken, the staff was rude and unknowledgeable , the gym equipment was broken, there was a hole in the wall for months, and machines were not fixed in a timely manner. They made us sign a contract promising us these things, and then would not let us cancel the contract even though we had months and months of problems with them. After trying to call and cancel for weeks they kept saying a manager was not in, or would call us back, and never called us to let us cancel. Then we had moved and we tried canceling again, and they told us we couldn't because we had to go to the location to our new house. They kept giving us the run around and then when a manager finally was available we were hit with a ton late fees. The fact of the matter, is we tried quitting this membership due to the issues at the gym. I feel that it is unlawful to make us stick to a contract when we initially signed up for this gym for its amenities and the amenities were broken from MONTHS. This gym membership is a scam in they way they handle business. After threatening to send us to collections, I called one of their team members told me that our account was handled in December 2022 and we were all taken out of collections after I paid them $120 just to be done with it. I called back a few weeks later to check, and the woman told me we were not taken care of and still owed $400 of late fees that the man never removed them. For the sake of us buying a house, I just paid the fines, even though this gym pretty much scammed us. I cant let the collections hit my credit due to us buying a home soon, but I felt this process is completely unjust and this gym scammed us out of $600+ when we signed up for a $9.99 a month contract special for less than a year. The staff giving us the run around and not calling us back is unjust in making us pay those late fees.

  Business Response

  Date: 02/03/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account. After reviewing facilities records thoroughly, The Edge Fitness Clubs does not find the claims of club condition to be accurate. The upkeep at the club has always been good and the equipment is always up and running.  The sauna has not been an issue either.

   

  Ms. ******’ account was overdue before the billing was changed and updated.  She got hit with several late fees because of that. As a gesture of goodwill, The Edge Fitness Clubs has refunded all of those fees. A refund of $177.00 was processed on 2/1/23 and may take up to 7-10 business days to be reflected in her account.