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:05/09/2025

  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 signed my son and I up for an Edge fitness membership a year ago.I asked very specific questions and had the representative on the membership end go over the different plans,price and what if this or that questions.I chose to only sign up for a year,since we may be moving near a year.I was then told about police’s,procedures regarding that and reimbursement ,etc..Every concern I had or skepticism ,there was an answer that I felt confident with moving forward for a year membership which was also told would be notified if wished to continue prior to end of this commitment and if so then it would automatically be renewed ,if not it would bend conclusion of final month of membership.I was told that the initial payment was larger due to it being the initial sign up that had one time processing fees ,etc included.Then after that it was a small membership fee for each of us.Which made sense.Well forward to ending of the year membership signed up for,I check bank account as do pretty much daily for security and to catch any issues.I see on the 1st of May I see 2 charges of 63.96 deducted.Coincidentally today was the first chance I was available to call and inquire about this and prior to calling when check my bank account account there are two pending transactions of 31.98.I call edge fitness and inquire as to why they took this money out and was told that they auto renew annually and then you pay month to month.Which was not at all how was presented to me as read every line of membership polices and procedures as questioned clarity relating to them and their specific meanings,clauses,etc.
  I also made rep aware that due to health conditions that had arisen for both my son and I we had not been able to as are not able to utilize gym equipment at this time which is another reason chose not renew membership.As was not notified about if would like to renew.I requested reimbursement He said they cannot do that.And I will be receiving one more charge for early cancellation.

  Business Response

  Date: 05/22/2025

  The Edge Fitness Clubs has reviewed this complaint and the associated accounts. Attached are copies of both membership agreements for reference. Please refer to the promissory note section that does detail out the cancelation policy, noting that 30 day notice is required. This information is also publicly posted on the company's website. Although there were not missteps found, club management did offer to help Ms. ***** out when she mentioned that medical reasons were involved in her cancel. However, she declined to provide a medical note. 

  The Edge Fitness Clubs does agree to refund the annual enhancements fees to each account. Please allow 7-10 business days for refund processing.

  Customer Answer

  Date: 05/23/2025

  
  
  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:05/07/2025

  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.

  My contract expires on May 8, 2025. It says on the contract that I will be billed the amount stated after my 12 month contract is complete. I wrote them an email in Oct 2024 asking them to cancel my membership. They said I had to fulfill my contract, so i kept paying. Then in April, I asked them to not charge me for May as my contract was up and I had sent written notice of cancelation in Oct 2024 and they told me that they were going to charge me because it was in the contract I signed. But they are in violation of the contract.

  Business Response

  Date: 05/22/2025

  The Edge Fitness Clubs has reviewed this complaint and the associated account. *** ***** originally reached out to cancel back in October due to move. when he was still within his agreement term. The billing agent informed him that proof of move would be required since he was still within his agreement term. There was no further response from *** ***** and therefore the cancelation was not setup. *** ***** then reached out again to cancel just prior to his May dues. At that point, proof of move was no longer required, as he had fulfilled the agreement term. However, 30 day notice is required for all cancelations, therefore he was held to his May dues. There were no missteps found on the part of The Edge Fitness Clubs or it's billing company. However, The Edge Fitness Clubs has agreed to refund the May dues as a gesture of goodwill. Please allow 7-10 business days for refund processing.

• Initial Complaint

  Date:05/05/2025

  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 joined Edge Fitness in March of 2024. I signed a one year contract intentionally due to personal reasons. $24.99 a month for 12 months. Received an email today stating that the monthly payment will now be $59.99 a month. I checked my account and saw that a payment was taken on April 7. I called the Edge *********** ** and explained that I signed a one year contract that should have ended in March 2025. The membership rep stated said that my membership has been renewed on a month to month basis. Again I stated that I signed a one year contract. I was then told that I can email a statement with my agreement number and request to cancel. I asked if that is the correct process. She told me that the only way to cancel is either die become disabled or provide proof of a new address with no access to Edge. I don’t believe that this is legal. My credit union said that I can go to a branch and file a dispute. This is appalling. How do they stay in business while operating a scam. I am a disabled 68 year old woman, the wife of a veteran and mother of an active duty Naval Senior Chief. Please assist with this matter

  Business Response

  Date: 05/22/2025

  The Edge Fitness Clubs has reviewed this complaint and it seems there is some confusion. *** ********* 12 month agreement term was fulfilled with her May dues payment. Her membership would continue as as open ended month to month, until she requests to cancel with 30 day notice. However, proof of move would not be required since her May dues would have been charged either way, in order to satisfy the 30 day notice. *** ********* membership cancel has been setup with nothing further due. Her May payment was the final to satisfy both the agreement term, as well as the 30 day notice.

• Initial Complaint

  Date:04/23/2025

  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.

  To Whom It May Concern,
  
  I am writing to formally file a complaint against Edge Fitness regarding deceptive and unethical membership cancellation practices.
  
  I joined Edge Fitness on a month-to-month membership, and at no point did I agree to a long-term or annual contract. When I recently attempted to cancel my membership, I was met with significant resistance and misleading information. In person, I was told by staff that they couldn’t help and that I needed to email a third-party company to handle cancellations. When I did so, I received a dismissive response stating that cancellation is only permitted under extreme circumstances such as death, military deployment, or relocation over 15 miles away.
  
  I attempted to resolve this over the phone as well, but was again told there was "nothing they could do" and was even threatened with being sent to collections if I did not continue paying for a membership I never agreed to be locked into. They claimed it’s in the lengthy contract I signed and had the opportunity to read it but it’s obviously very long and one of those “fine print” situations.
  
  This entire process feels predatory and designed to trap consumers into paying indefinitely. I believe this behavior is deceptive, unethical, and potentially in violation of consumer protection laws. I am escalating this issue not only to the BBB but also to the ******* ***** ********** (***) for further review.
  
  My desired resolution is to have my membership canceled immediately without penalty, and to receive written confirmation that no further charges will be made to my account or sent to collections.
  
  I hope this matter can be resolved promptly and professionally.
  
  Sincerely,
  ****

  Business Response

  Date: 05/07/2025

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Attached is a copy of *** ********* signed membership agreement for reference. *** ******* signed up for an installment plan for 12 months. Per the terms of this agreement, proof of move, military or medical is required in order to cancel early. This was explained to *** ******* by both the billing company agents, as well as the member experience team for The Edge Fitness Clubs. 

  The company does offer both installment term, as well as open ended, membership options. All options and cancelation policies are posted on the company's website for public viewing. All new membership sign ups also do have a grace period in which to cancel for any reason. 

  The Edge Fitness Clubs is not in violation of any laws, and there were no missteps found on the part of company or its billing partner, *** ******* *********.

  *** ********* membership cancelation was setup for the end of his agreement term. However, in order to cancel sooner, proof of move, medical or military is required.

• Initial Complaint

  Date:04/21/2025

  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.

  As of 4/16/2025 I’ve been denied 8 times a membership cancelation. I stayed with my fiancé in ******* which was minutes away from the gym. We recently moved to ******* and I’ve been trying to cancel them but they keep denying me stating I have to prove I’ve moved. And my electricity bill isn’t enough. The gym membership states if I live more than 15 miles from the nearest gym I can cancel. The nearest gym is in ********** which is over 20 miles away. There is no real reason for denying my cancelation, and I sent the required documents.

  Business Response

  Date: 05/07/2025

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Per the terms of *** ******* membership agreement, proof of move, medical or military is required in order to cancel while still within the initial agreement term. 

  On 4/9/25,*** ***** contacted the billing company who handles the cancellations. He was advised at that time of the cancelation policy.

  On 4/13/25 *** ***** provided a letter from his doctor as a means to show his address. However, this is not listed as a sufficient proof of move, and the document did not have a current date. Therefore, it was rejected.

  On 4/16/25 *** ***** provided an electricity bill as proof of move. However, it was rejected as the address on the bill was the same as the address provided at the time of membership sign up. Therefore, the agent was not able to proceed with the cancelation request.

  The Edge Fitness Clubs agrees to approve the proof of move as a goodwill gesture. The account has been cancelled with nothing further due.

   

• Initial Complaint

  Date:04/16/2025

  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 canceled my membership at The Edge Fitness Clubs (*********** **) in person several months ago(January 2025). I was told directly by staff (specifically their general and fitness managers) that the cancellation had been processed. At no point was I informed that additional steps such as a written email to *** ******* were required. When I figured out that they were still charging me I called the Edge and the sales staff said that I was on an open agreement, meaning I could cancel at any time without penalty.
  
  These charges occurred without any billing notifications or receipts like I use to receive, and I only realized it after checking my bank account. On top of that, I was moved into a higher-tier membership plan without my consent.
  
  When I contacted *** ******* (the billing processor), they stated they were just following the club’s policies and would not provide a refund, completely disregarding the fact that I was misled by staff and not given any documentation or guidance at the time of cancellation. They even stated I will be charged for next month May 6th, 2025.
  
  To add to the concern, I originally canceled because I felt uncomfortable due to an incident involving one of the gym’s trainers. When I voiced this, I was brushed off by management and pressured to remain a member.
  
  Note:
  I have been charged $42.53 a month (January - April), the annual fee which was $63.80. In total they have taken $233.92.

  Business Response

  Date: 04/29/2025

  As outlined in all membership agreements, and posted on the company's website, membership cancellations are not taken in club or over the phone. They are required to be sent in writing (email), with 30 day  notice, to *** ******* Solutions. Attached is a copy of *** ********* membership agreement for reference.

  Personal training services are cancelled in club, and that is what *** ****** cancelled in January. A copy of her cancelation document is attached for reference. 

  Cancellation of personal training services is separate from membership cancellations, as it is common for members to cancel personal training, however retain their club memberships.

  Although a refund is not warranted, The Edge Fitness Clubs has agreed to waive the final payment and cancel no further due.

  Customer Answer

  Date: 04/29/2025

  
  
  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 Better Business Bureau for your help on this. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:04/15/2025

  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 gym has an unethical cancellation policy and traps people in a gym contract regardless of the situation.

  Business Response

  Date: 04/17/2025

  The Edge Fitness Clubs has reviewed this complaint and the associated account. *** ******* was contacted by the corporate office and this matter appears to have been resolved. The Edge Fitness Clubs does offer both installment and open ended plan options. 

• Initial Complaint

  Date:04/14/2025

  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 am submitting this complaint regarding my negative experience with Edge Fitness, specifically related to unfair business practices and my inability to cancel my membership despite reasonable cause.
  
  When I initially signed up for a membership at Edge Fitness, I was led to believe that I would receive personal training sessions as part of a higher-priced membership package. Based on this understanding and the sales representative’s encouragement, I agreed to enroll at a more expensive rate. Unfortunately, I never received the training sessions that were promised. This feels deceptive and manipulative, as I was misinformed at the point of sale and pressured into committing to a service that was not properly delivered.
  
  Now, due to recent financial hardship, I am unable to afford the ongoing cost of this membership. I have contacted the gym to request cancellation, but they have denied my request and continue to charge me. I find this refusal to cancel—despite clear financial need and failure on their part to deliver what was promised—both unreasonable and exploitative.
  
  I believe Edge Fitness has taken advantage of me as a customer, and I feel that I’ve been scammed into a contract that was not transparent or fair from the beginning.
  
  I am requesting that Edge Fitness cancel my membership immediately without further financial obligation and that they review their sales practices to ensure future customers are not misled in a similar way.
  
  Thank you for your time and assistance in this matter.

  Business Response

  Date: 04/29/2025

  The Edge Fitness Clubs has reviewed this complaint and the associated account. *** **** is still within her initial agreement term and therefore not eligible to cancel unless with proof of move, medical or military. This is outlined in all membership agreements, as well as posted on the company's website for public viewing- *************************************************************************

  A copy of *** ****'s membership agreement is attached for reference.

  Furthermore, *** **** did not  purchase any additional training services. Her only charges have been for her membership, which does not include any training services beyond the complimentary fitness assessment that all members are eligible for. 

   

   

• Initial Complaint

  Date:04/07/2025

  Type:Customer Service 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 randomly get an email and walk into my gym today where I think that I’m safe and can get a workout in a place where I used to call my happy place to be told that I no longer I’m allowed in there and not even given a single explanation, why —Except to check my email.
  
  None of the violations apparently that I did are listed, and the club manager was not Even able to produce a single comment as to why my membership got revoked.
  
  I over paid for a year at a gym that lied and said it couldn’t be my home location when I’m fact it could; is now treating me like I’m some kind of bad person or degenerate with multiple violations that the gym manager couldn’t even tell me a single one, nor did the random lady who emailed me revoking my membership that had finally been adjusted but not correctly even in January bc still Christiana remained my home location..
  
  I will be taking this further as this is more than upsetting to me. This is a violation of my rights.
  
  I’ve worked that many gyms and have been in the industry for over 11 years, experience anything like this. Without a single warning being kicked out of a gym as I’ve heard/seen so many other people completely violate the place… It’s just unnerving and disturbing and really sad treatment to customers. What a shame that a company I used to praise would rather have men with muscles, glorified Then women who “violate their terms” Without even telling them what their terms that they violate are.
  
  The fact that the police had to remove a member from the gym and he never received an email like this or there’s a video reel outside of the garage featuring a member who has stolen equipment and currently awaiting domestic abuse superior court trial in a month for beating another girl up, who both women he had are members and the staff were made aware and did nothing. But continue to feature and glorify this man who didn’t * ***** ** **** *** *** * ******* ***** & brags about stealing gym equipment in the garage like it’s a joke.

  Business Response

  Date: 04/22/2025

  The Edge Fitness Clubs has reviewed this complaint and the associated account. This
  member violated club management rules and was banned from all Edge locations
  under the terms of our membership agreement stating, that management of the
  club may suspend or cancel the rights, privileges, or membership of any club
  member whose actions are detrimental to the enjoyment of the facilities by
  other members or any conduct which in the opinion of the management is
  prejudicial to the welfare, good order, and character of the club.  Any
  inappropriate behavior i.e. profanity or yelling, incidental to the
  enjoyment of the club by other members may result in membership termination
  without a refund and enrollment fee shall be forfeited.

  The April payment will be refunded as a courtesy gesture. Please allow 7-10 business days for refund processing.

• Initial Complaint

  Date:04/04/2025

  Type:Facilities 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 women’s sauna at the ******** ** location has been getting turned off way too early. The sauna should not be getting turned off at 10pm if the gym closes at 12am. That’s unacceptable.

  Business Response

  Date: 04/17/2025

  The Edge Fitness Clubs has reviewed this complaint and can confirm that the  sauna is currently working.
  Unfortunately, there have been issues with members pouring water
  on the electronic sauna, despite this being a posted rule. When members ignore the sauna rules and pour liquids on the unit, it creates overheating issues that lead to shutdowns

  Staff does attempt to reprogram the sauna,
  but if it occurs more than once a day, it may result in the sauna having to be off for the
  rest of the day. The team in club does take measures to manage this through signage and regular
  walk-throughs (every 30 minutes). Members are also encouraged  to notify staff if they see anyone misusing the sauna.