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

  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:01/10/2023

  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 opened a gym membership in ********* edge for my 16yr old son in 2020 due to covid I froze the membership then ended up canceling it. My son now 18yrs old then went to the ****** Edge and opened a new membership. They used my bank account to pay for the membership without my authorization. I called in Oct after I realized they took 3 months of dues out of my bank. They said my son would have to come in with a debt card to fix it. They didn't bill me until Jan for $218.98. That was for yearly dues, late fees and monthly fees. How can they collect late fees on a membership that is automatically withdrawn from an unauthorized acct. I called again and spoke to the general manager Rich. He claims my son had to show up with all of my account information. My son doesn't have access to this information as he doesn't live with me. Rich refused to admit his sales person used the same info on file to reopen his membership. I asked to speak to a higher up. Rich said first there was none higher. Then he said he would give my number to Dave and if he decides to call me back he would just say the same thing. They have no customer service.

  Business Response

  Date: 01/13/2023

  The Edge Fitness Clubs has read this complaint and will need the full name of the member in order to research the account.

  Customer Answer

  Date: 01/13/2023

  My adult son's gym membership was opened using my bank account without my authorization. His name is **** *******

  Business Response

  Date: 02/14/2023

  A director from the corporate office of The Edge Fitness Clubs has contacted Ms. ****** via email on 2/10/23. The membership will be cancelled and Ms. ****** will be refunded. The Edge is waiting on Ms. ******** response to verify her current mailing address so that the refund check will be properly received.

  Customer Answer

  Date: 02/14/2023

  
  
  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. My address is ** ********** ** ********* ** *****.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:01/09/2023

  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.

  This complaint is against The Edge Fitness Clubs. Member ******* ** ********, Membership #1*********. Members needing to cancel a membership are interrogated by the Club's management and put through an enormous amount of aggravation, grief, and hardship. To cancel a membership The Edge Fitness Clubs require the member to see he/she's physician. The Edge Fitness Clubs require a letter from the physician stating the member is permanently disabled. The Edge Fitness Clubs will tack on all kinds of cancellation fees when a member needs to cancel a membership. I am an elderly woman with Covid comorbidities. My comorbidities are in accordance with the CDC Guidelines. This is sufficient reason enough to cancel my membership.

  Business Response

  Date: 01/13/2023

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Ms. ********' signed membership agreement is attached for reference. She signed for a 12 month term on 8/22/22. She had been a member since 2020 and chose to renew her term. On 1/9/23 Ms. ******* came into the club asking to cancel because her insurance company had partnered with another gym. Club management went over the terms of her agreement with her, pointing out that since she is still within her agreement term, she would need to qualify for an early cancelation under medical, move or military reasons. If Ms. ******** is able to provide a medical note, her membership cancelation request will be honored. The note does not need to include any personal health information. It only needs to be from her doctor stating that it is not recommended that she use the gym for a period of 6 or more months. 

  The Edge Fitness Clubs will also offer a one-time courtesy transfer if Ms. ******** knows of someone who is interested in taking over the membership.

• Initial Complaint

  Date:01/03/2023

  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 was a member of Edge Fitness starting in June 2022. My customer experience was great and I have no complaints. When I had to move to *** ******, as per their policy, I showed proof of move on my phone to an employee. Afterwards, I stopped receiving receipt emails for monthly charges. However, I realized only this past billing cycle in December that I have been charged for Sept-Dec. I contacted the club and they said they had my cancelation request but didn't have the proof of move. They referred me to customer support email. The customer support refused the refund request and directed me back to the club. Last time we spoke the Manager Tyler said to send him the proof of move and he would speak to the GM and see what could be done. I have yet to hear from him and I keep calling but he's not there.

  Business Response

  Date: 01/06/2023

  The Edge Fitness Clubs reviewed this complaint and the associated account. Mr. ******* last responsible payment, should have been August dues. Therefore, he is being refunded for all additional charges and the membership is being cancelled with nothing further due. Please allow 3-5 business days for refund processing. 

  Customer Answer

  Date: 01/06/2023

  
  
  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:12/22/2022

  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 go to college in **** ***** **, I signed up for a membership at the edge in ****** **. When signing up I went in to fill in all my information. One of the boxes that needed to be filled out was my address. I then asked the person that was working with me if I put my school address since that's where I will be living for the time, or if I should put my permanent address which is in **. The person told me my permanent address. I put in my ** address. Now being a college student and finishing my years at the University, I no longer stay at the University and live at home in **. I went to go cancel the membership but due to their policies, I cannot cancel because the address that I signed up with is my permanent address located in ** even though the gym is located in **. Because the worker told me to put my permanent address, I am now stuck paying for a membership that I cannot afford, to a club I physically cannot attend due to the location of where I am and where the gym is, until my contract is up late next year. All I wanted to do was cancel my membership for a gym in ** so I can live at home in ** for the year. I have been in contact with the edge and their financial partner but have been told there's nothing that can be done or am not getting any information to help me. Because of this, I cannot recommend that people sign up for this company. It should not be this hard to cancel a membership when you can look on a map and see that the two places are 100+ miles away from each other.

  Business Response

  Date: 12/22/2022

  The Edge Fitness Clubs has reviewed this complaint and the associated account. When Mr. ******* made his request to cancel, he stated it was because he did not have time to attend the gym with his school schedule. When the rep explained he would not qualify for an early cancelation unless he had relocated more than 15 miles from any Edge club, he then stated he moved back home to **. However, the school class schedule he provided, shows he is enrolled in classes in ** for the next semester which starts in January. The Edge will honor a cancel due to move back home to **, even though it is the address listed on the membership. However, Mr. ******* would need to be able to show that he is no longer residing in **. If Mr. ******* has proof that he is no longer a student in the area, he may email that to ********************************** for assistance.

• Initial Complaint

  Date:12/20/2022

  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.

  Per the yearly contract which was fulfilled, Edge continued to charge my account, I had to close my account and they continued to send me to collections and charge me monthly. I was advised to send a certified letter to the corporate office, per the contract, which was mailed on 4/6/22 and they received it on 4/11/22. As of today, I am still being harassed by the company, no one has cancelled or provided collection contact information.

  Business Response

  Date: 12/22/2022

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Ms. ******** put in a request to cancel due to medical in February 2022. At that time her account was already past due since November 2021. It was explained to her that she would need to pay her past due balance before the account could be cancelled.

  Ms. ******** then continued to attend the gym, despite the past due balance and the request to cancel for medical reasons. She even attempted to check in as a guest of her friend when she could no longer check in on her account. In April, she sent in certified letters requesting to cancel, however, as previously notified the account could not be cancelled due to the past due balance.

  The account is past due since November 2021. The first request to cancel was made on 2/1/22. Ms. ******** continued to check into the gym on her own membership through 2/8/22. She later attempted to check in as a guest on 2/17/22. 

  The Edge Fitness Clubs finds no missteps here. The collections status is valid. Ms. ******** may contact her local club to see if she qualifies for the forgiveness plan or she may settle the account with the collections agency.

   

   

   

• Initial Complaint

  Date:12/20/2022

  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.

  Edge Fitness ******** has the most abyssmal customer service of any gym in the entire world. I contacted the gym on 11/1/2022 to cancel my membership, I was told to send a written email to *********************************** with my account number to formally supply written request for cancellation. Emails for all intents and purposes are legally admissible, the intent of my email was well stated, & my intentions were clear. My email stated I wanted my membership cancelled effective 11/1/2022 along with request to refund the $53.31 charge for annual fees. Today 7 weeks later my card is charged again for monthly membership fees despite my email request for cancellation a month prior. I responded to the original email thread again requesting formal cancellation of my membership in ALL CAPS this time since my original request was blatantly ignored. The following exchange between Douglas Y*** and myself was completely uncalled for and completely unnecessary. I simple apology would have sufficed instead of this individual trying to justify the rationale behind the gym additionally fraudulently charging my card despite my written request the month prior to CANCEL my membership. Basically Mr. Y*** was trying to justify THEFT by saying someone from the company wanted to speak to me about my cancellation and when they did not hear back, they resumed charging my card again without my permission or consent. Which by definition is theft & admitted theft by your employee. Formal written cancellation of my contract via email was sufficient without additional rebuttal from any individual on staff at Edge. This hoodwinking, back door, back-alley excuse of we must speak to you to confirm you want to cancel your membership is asinine. IF that was indeed the case when I called to cancel my membership the representative, I spoke with at the time would have done everything is her power to dissuade me from cancelling my membership. She would not have said to send the formal email.

  Business Response

  Date: 12/21/2022

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

• Initial Complaint

  Date:12/19/2022

  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 for edge fitness, shortly after I tried to cancel due to overcrowded and did not feel safe in the environment. I had a baby at home and did not want to risk covid upon household.
  I called and tried to resolve the situation but they were always rude and never heard me. Now they are stating that I owe more than $1000 and it will get reported to my credit if not paid.
  Please help

  Business Response

  Date: 12/22/2022

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Ms. ****** joined the gym in March of 2021, 10 months after the state of RI re-opened fitness centers from the COVID shutdown. Ms. ****** requested a cancel in September 2021. It was explained to Ms. ****** that she was not eligible to cancel while still within her agreement term, unless with proof of move, medical or military. However, given her concerns, she was offered a courtesy freeze, to which she declined. She stopped making payments in October 2021. The billing company continued to contact her regarding her past due balance up until the end of January 2022, when the account eventually went into collections. 

  The Edge Fitness Clubs has not found any missteps. Ms. ****** may contact her local club to see if she qualifies for the forgiveness plan, which will get her out of collections.
  

  Customer Answer

  Date: 12/23/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response, I was not offered to freeze my account. I would’ve gladly taken that route since now my son is older and his immune system is stronger. COVID is still affecting many people so I am not sure why is making it seem like is over. 
  I would like for you guys to contact the edge fitness located in ******** **. They are very unprofessional and won’t be able to help me further. I am willing to make payments but not for 200 a month. That’s ridiculous and inconsiderate knowing the hardship of times. 

  thank you.

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

  Business Response

  Date: 12/24/2022

  Attached are the phone records between Ms. ****** and the billing company, *** ******* ********* ********* *** ********* *********. On 9/27/21, Ms. ****** was offered a freeze option, to which she declined. 

  On 12/23/22, the club spoke with Ms. ****** and offered her the forgiveness plan, which will get her out of collections, at a much lower cost than if she were to settle with the collections agency. 
  

  Customer Answer

  Date: 12/27/2022

  
  
  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:12/16/2022

  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.

  At least 6 times per year, the Edge will text me and state that I am in collections. I am not in collections and have gone there numerous times and spoken to them. They will say they are sorry and they corrected my account. I leave and then a few months later the same thing.
  
  Now, I’m getting text messages stating need to save my credit score by calling them! This is a gym, not credit repair. Also, I have gone in person at least twice a year since 2017 when I initially cancelled my membership!
  
  The resolution will be to get them to stop threatening me and texting me in general.

  Business Response

  Date: 12/16/2022

  The Edge Fitness Clubs has reviewed this complaint and the associated account. It appears that Mr. **** provided updated billing information back in 2018, but the account had already been sent to collections at that time. There is no record that the remaining charge was put through to the updated billing he provided. The Edge Fitness Clubs has agreed to remove the account from collections and cancel no further due. This process may take about a week to finalize. Therefore, Mr. **** should be alarmed if he continues to receive the auto messages re the collections status on his account in the meantime. If Mr. **** should require any additional assistance, he may contact *********************************. 

• Initial Complaint

  Date:12/08/2022

  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 May of this year (2022), my wife and I moved to ******* ** from ******** *******. we attempted to cancel our gym membership(s) the same month and were infromed to submit a written request of cacelation 30 days proir to the next billing cycle to their financial instituion *** *********.
  
  After being provided the wrong email address, we we charged for the months of April and June. during this time we were in contact with Edge fitness who said they could not cancel the membership, only *** ********* could.
  
  In June, we sent an email to the correctly provided email address for *** ********* requesting our Cancellation. the email was never acknowlged, and we were forced to block the charges after speaking to an edge fitness manager, who said this was a "common issue"
  
  it is now december and we have been sent to collections owing over $500 dollars for 2 gym memberships that we cannot physically use or cancel due to being able to officially cancel the memberships. no help or aknowledgement is provided from the Edge fitness, their financial institution or their debt collector.
  
  Obviously this has hurt our credit and caused significant stress trying to sort out.

  Business Response

  Date: 12/15/2022

  The Edge Fitness Clubs has reviewed this complaint and the attached documents. It is clear that Mr. ******** did exactly as he should have in order to cancel his account on 5/8/22. Cancellations have a 30 day notice policy, which would have made June 5, 2022 his last responsible payment. It is unknown why his original email was never received. The Edge Fitness Clubs has already contacted both the billing company, *** ******* *********, as well as the collections agency, ***** ****** Both Mr. ********'s membership, as well as his wife, ******* ******s memberships are being removed from collections and cancelled no further due. This process may take about 7 business days to finalize. Therefore, Mr. ******** should not be alarmed if he continues to receive collections notices in the meantime. If Mr. ******** or Ms. ***** should have any further questions or concerns, they are advised to reach out to **********************************

  Customer Answer

  Date: 12/15/2022

  
  
  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.

   

  Thank you for your assistance in this matter.
  
  
  
  Sincerely,
  
  ******* ********
  

• Initial Complaint

  Date:12/06/2022

  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.

  Edge fitness started charging my account 3 months after my 14 year old daughter went for an advertised free tour of the gym. They asked her if they could hold a credit card why she was touring the gym. They permitted her to try equipment if she would like. My daughter toured three gyms and decided the best one for her and me would be the ****. We have been members at the **** ever since. That occurred in the summer. Three months later they started charging us 34.99 and 14.99 every month.
  A total of $299.99. I have called them several times and they won’t remove charged. I told them I have never been in their gym and I have never sighted a contract. They are stealing my money and going into my bank account without my permission. I cancelled my bank card.
  Thank you for your time. And I would appreciate it if they stop harassing my daughter and I.
  Best,
  ***** *******

  Business Response

  Date: 12/15/2022

  The Edge Fitness Clubs has reviewed this complaint and the associated accounts. After thorough research, The Edge Fitness Clubs has not found any missteps.

  Mr. *******, as well as his daughter, had originally signed up for memberships over the phone in June of 2022. However, the accounts were not activated due to not having signatures on file. In August
  2022, Mr. ******* came in and signed off on both accounts. The signatures on both memberships match. The Edge Fitness Clubs' policy would never allow a membership to be activated without signatures. More specifically, if the member is a minor, the membership activation requires a signature from parent/guardian/responsible party.

  Although there are valid membership agreements in place for both Mr. ******* and his daughter, The Edge Fitness Clubs has agreed to cancel them both out with nothing further due, as a gesture of goodwill.