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:11/11/2022

  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.

  in August 2022 I signed my son up for membership at fitness edge in ******* . It was a special for zero down 10 dollars a month. My husband gave my debit card for monthly payments. I was charged over 100 dollars. After several visits to the club and emails and phone calls. I was told by Ryan tisi that my overage I was charged would be applied to future dues and membership monthly dues. They owed me 70 dollars. November 2022 I was charged 47 dollars for a 10 dollar a Month membership. Again I emailed Ryan tisi and he replied I will get right back to you. No phone call. No email. I emailed him again twice. And my husband went to the club and he had “ left for the day “ again ignoring my emails. At this point they are scamming and overcharging me and owe me approx 100 dollars. I want a refund. I will not sign another document claiming they will apply it to future charges. They lie and scam.

  Business Response

  Date: 11/23/2022

  The Edge Fitness Clubs has reviewed this complaint and the associated account. The August 2022 promo Mrs. ******* is referring to, required that 2 forms of payment be provided at the time of sign up. At the time of sign up, her son came in with his father and they did not wish to supply the second form of payment, therefore they were not eligible for the promo. When Mrs. ******* reached out to Ryan T**** the club's general manager, he agreed to allow them to still take advantage of the promo, as a courtesy gesture. Mrs. ******* was advised that once they provided the second form of payment, the promo would be honored for them. However, to current date, a second form of payment has not been provided. Therefore, no credits or refunds have been processed.

  In addition to still honoring the promo they were not eligible for, Mr. T*** also re-wrote the membership to a lower monthly rate as an added gesture of goodwill.

  The $47.84 charge that Mrs. ******* mentions is for the membership's annual enhancement fee. This is a fee that is standard to ALL memberships and is billed 90 days after sign up, as outlined in the membership agreement.

  The Edge Fitness Clubs has already gone above and beyond to accommodate the *******s. However, in order to honor the promo that was running back in August, the second form of payment must be provided.

• Initial Complaint

  Date:11/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have requested to cancel my membership due to medical reasons as if 08/2022. I have been charged monthly since, because the company continues to deny my documents from my doctor. My doctor advised me that according to HIPPA law I do not need to advise the length of time I will be out of the gym due to my condition. I have provided multiple letters, provided contact info for my primary care provider, etc. My letters have not even been forwarded to the finance company to stop my subscription because per an employee "it will be denied". I need to be refunded for the months the company refused to cancel, ass I was unable to attend the gym and actively provided medical proof. I have now seen previous complaints on this site regarding similar issues and I would not have ever done business nor recommend this fitness center to anyone had I known they would not follow their end of the bargain.

  Business Response

  Date: 11/11/2022

  The Edge Fitness Clubs has reviewed this complaint and the associated account. There is no record of a cancellation request, nor any medical notes being provided. Ms. ****** is advised to contact ********************************* for assistance. Please include any medical notes provided previously, as well as forward any prior request to cancel.

• Initial Complaint

  Date:11/08/2022

  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.

  I just found out about this and just paid off the collection company even though the charges were fraudulent which is why I am just now filing the complaint. I signed up for an Edge Fitness gym membership in Aug 2019 and canceled in Oct 2019. They said I had 12 months of payments left so I paid those. I have proof of cancelation in Oct 2019. I just found out now(Nov 2022) that in June 2020 they extended the membership from Oct 2020 to Oct 2021. I don't know why and didn't authorize this. I stopped paying after Oct 2020 and so I didn't know this caused missed fees, late fees and then collection fees when it was sent to collection in Feb 2021. I only found out by accidentally signing back into Edge when trying to sign into ****** ******s. I first went to the local Edge gym and they said I had to call *** *********. Then I called *** ********* and ***** to try to resolve. *** says I would need a medical reason or to move in order to cancel but I thought I did cancel. They said something about how when I didn't go to the gym for 3 months in 202, then they extended it. This was June 2020 so not only did I think I canceled in 2019 but I think gyms were closed because of Covid. All ***** would tell me was that I had to pay. So I did pay but I want a refund because it isn't right. I have attached both the original email and also the printout from the local EDGE showing they initial canceled me and then extended fraudulently. I also have attached prove of the last payments through Oct 2020 and my payment to the collection agency.

  Customer Answer

  Date: 11/10/2022

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

  My son's case # ******** can be closed. Edge Fitness reached out to me directly and they are refunding the money.

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

  Customer Answer

  Date: 11/10/2022

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

  My son's case # ******** can be closed. Edge Fitness reached out to me directly and they are refunding the money.

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

• Initial Complaint

  Date:11/02/2022

  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.

  I tried to cancel my membership last year immediately after signing up due to injuring my knee and I knew I would never step foot into Edge Fitness and the manager refused so I have been paid $191.76 in monthly fees plus $53.30 annual fee for a gym I never went too! On 11/01/22 Edge Fitness charged me another $53.30 annual fee plus $15.98 monthly fee. I canceled my membership and I expect to be refunded $69.28 today!!! Agreement # **********

  Business Response

  Date: 11/04/2022

  The Edge Fitness Clubs has reviewed this account and finds a previous BBB complaint filed by Ms. ******** in November of 2021. This complaint was also in regards to cancelation, to which The Edge responded to and BBB closed the complaint in favor of The Edge Fitness Clubs. The details are copied here:

  11/04/2021 06:47 AM BBB complaint - The Edge Fitness Clubs has reviewed this complaint and the associated account. A copy of Ms. ********** membership agreement is attached for reference. The charges she mentions (a one-time processing fee and annual enhancement fee) are outlined on the attached signed agreement. Also outlined on this membership agreement are the terms for cancelation. Ms. ******** signed up for a 12 month term. However, members are eligible to cancel early with proof of move, medical or military. Ms. ******** may send a medical note to *********************************. The note does not need to include any personal health information. It only needs to state that it is not recommended for her to use the gym for a period of 6 or more months. Please note that her account must be current before a cancelation can process. Ms. ******** is currently past due. The Edge Fitness Clubs agrees to waive her late service fee, once the medical note is provided. In addition, The Edge Fitness Clubs agrees to waive the annual enhancement fee if the medical note is provided by November 30th. If Ms. ******** would prefer to do a short term freeze on her membership, The Edge Fitness Clubs can assist at *********************************.

  Ms. ******** never reached out or followed up after this response to the BBB complaint. Additionally, she did not send in any request to cancel once her agreement term was fulfilled. Therefore, there are no missteps on the part of The Edge Fitness Clubs or the billing company, ABC Fitness Solutions. However, as a gesture of goodwill, The Edge Fitness Clubs agrees to refund the annual fee and waive the 30 day notice to cancel requirement. Ms. ********** account is cancelled no further due and she will see the refund of her annual fee in 7-10 business days.

   

  Customer Answer

  Date: 11/07/2022

  
  
  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:11/02/2022

  Type:Customer Service 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.

  On Friday (September 30) I attended Edge ****** in the evening. After I completed my workout, I went tanning & forgot my gym clothes on the hanger behind the door. The next morning, on October 1, I called Edge ****** @ 11:58AM and spoke to an employee named Sophia. I explained to her that I left some belongings in the tanning room (rm 1) the previous night. She described them to me and I responded yes. I let her know that I would be coming to get them. I decided I'd wait until the next time I went to Edge to retrieve my clothing. When I arrived on October 4th, the employee told me the clothes weren't there. I explained to them that I had spoken to an employee Saturday morning who had described the clothing to me to which I had confirmed were my clothes. The manager, Debra, let me know she will get in contact with Sophia and see if maybe my clothing was placed elsewhere. When I called back, Debra let me know that Sophia told her she did, in fact, speak to me and confirmed my clothing was in the "lost and found". She also stated that she placed a sticky note on the clothing stating that I would be coming to retrieve the clothing. Debra let me know that there is "no way to be sure those were my items" and that they basically were not responsible. I understand that Edge Fitness is NOT responsible for lost items; however, these items were in the possession of the Edge Fitness employees as Debra confirmed and I witnessed that the "lost and found" is in a drawer/cabinet that only employees can access. Had I known that there was a risk of my items being "lost" in the possession of the employees, I would have rushed over immediately. I am mostly upset by Edge ******'s unwillingness to help. I asked that they check the cameras. I provided every detail they should need. Since the employees were the only ones with access, I am hoping to be provided some type of solution.
  
  I also emailed Edge October 6th and didn't get a response.

  Business Response

  Date: 11/11/2022

  The Edge Fitness Clubs is not responsible for personal belongings. This policy is stated in all membership agreements and posted within the club. However, as a gesture of goodwill for a valued member, agrees to give Ms. ******** 3 free months on her membership. 

  Customer Answer

  Date: 11/16/2022

  
  
  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:11/02/2022

  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.

  Transactions had been ongoing for 2 years until about 3 months ago.
  My complaint is that I let my contract expire, they kept charging me the monthly price which is fine because it was expected by me. Until I canceled. Then they say they have to charge me for my next billing period too per my contract. I don't understand how I can be charged additionally "per contract terms" for a contract that I signed and was over a year expired. This does not seem right by the consumer and there are a lot of bad reviews on this business for their billing/ contract problems. Did not receive a logical explanation about these charges.

  Business Response

  Date: 11/04/2022

  The Edge Fitness Clubs has reviewed this complaint and the associated account. A copy of Mr. ******** signed membership agreement is attached for reference. Per the agreement terms, all cancellations require 30 day written notice and account must be current in order for cancellation to process.

   

  Mr. ******** monthly dues are billed on the 4th of each month. Mr. ****** sent in request to cancel on 6/17/22, which would make 7/4/22 his last responsible payment in order to cancel. In addition, his account was already past due at that time for the 6/4/22 dues had not been paid. Per account notes, which Mr. ****** also provided screenshots of, the billing company, *** ******* ********* advised him of all of this. Because the past due amount for June was never paid, and the last responsible payment for July was never made, the cancelation could not finalize. The account remained active, collecting late service fees, and Mr. ****** was repeatedly notified of his account status before it eventually went into collections. The club even reached out to offer him the option of a forgiveness plan to get him out of the collections status.

  After a full review of Mr. ******** account, The Edge Fitness Clubs did not find any missteps on their end, or by the billing company, *** ******* *********.

• Initial Complaint

  Date:10/28/2022

  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.

  My Daughter signed up for a contract with Edge on 8/9/2022 at this time she was under 18 years of age. She signed a contract that in Edges company policy they do not accept minors without a parents signature. I was never notified or have never signed any documents. They should have never accepted a membership costing $50 a month to a minor without the parent present or a signature. I have tried numerous amounts of times to call the team member since i have his name but when i give the membership number he hangs up. Now he is avoiding the calls, he knows he is wrong he just wanted the sale. I have tried other locations and they gave me the names of other people in the company to contact, they are also not returning my calls. I would like this membership cancelled IMMEDIATELY as she was a minor and should have never been told to sign for such a contract!!

  Business Response

  Date: 11/09/2022

  The Edge Fitness Clubs has reviewed this complaint and the associated account. The birthdate provided at time of sign up showed the member to be over the age of 18, therefore no parental consent was required. Based on the birth certificate provided in this complaint, The Edge Fitness Clubs agrees to cancel the membership and refund all charges. Please allow 7-10business days for refund processing.

  Customer Answer

  Date: 11/10/2022

  
  
  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:10/24/2022

  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.

  On 06/13/2022, I emailed customer care in order to disable reoccurring payments/ subscription. Customer care set my autopay with credit card off, making me get 2 late fees for $60 each. I request that these late fees are revoked because of the misunderstanding on your half.

  Business Response

  Date: 10/27/2022

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Mr. ****** requested to remove the recurring payments as he shows in the document he attached. There was no error, his request was processed. However, it appears what he meant to ask for was to remove his auto-renewal (not the recurring payments). Therefore, as a gesture of goodwill, The Edge Fitness Clubs agrees to refund the late service fees as a one time courtesy. Please allow 3-5 business days for refund processing.

  Customer Answer

  Date: 11/03/2022

  
  
  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:10/17/2022

  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.

  In August of 2021 I signed up for a membership at Edge Fitness (******* **). I received my contract via email and still have it to this date. In the contract, it states "My membership will continue for successive 30 day periods until written notice of termination of said agreement is received by *** ******* *********, **** If you wish to cancel this contract, you may cancel by mailing a written notice by certified or registered mail to the address specified below or email ***************************. The notice must say that you do not wish to be bound by this contract and must be delivered or mailed before midnight of the third business day after you signed the contract." It also states that payments are monthly.
  
  When going to terminate my membership in May 2022, I followed the criteria above and was told that I could not cancel my membership unless due to moving or medical condition. I was living at ******** ** ***** ********** at the time but was moving home to ******** ** permanently. I sent proof (received from housing administration at ****) that I was moving off of campus. I received automated emails back saying I was not providing sufficient proof. I tried everything I could, but after 30 days my membership was still not being canceled. As a result, I canceled the automatic payment on my credit card. I have been harassed via calls (both home and cell) and emails on a weekly basis for months.
  
  No where in my contract does it say that I am bound to the membership under ANY terms.

  Business Response

  Date: 10/21/2022

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Ms ******** sent in request, with proof of move to cancel to the billing company, ABC Fitness Solutions, on 5/9/22. The proof was rejected because the address was the same as the one used at time of sign up. However, The Edge Fitness Clubs does try to be as flexible and fair as possible with college students, considering their living situation. Therefore, The Edge Fitness Clubs does approve the proof of move that Ms. ******** provided, and will also honor the cancelation as of the 5/9/22 date the request was first made. 

  The last payment collected on this account was in April, therefore no refund is due. The Edge Fitness Clubs will waive the 30 day notice and not hold Ms. ******** responsible for the final payment. Her account is being removed from collections status and cancelled out with nothing further due. Please be advised that this process may take about a week to finalize. Therefore, Ms. ******** should not be alarmed if she continues to receives calls regarding her past due balance in the meantime.
  

• Initial Complaint

  Date:10/17/2022

  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 emailed me on Oct 17 of 2022 and said they were going to send my account to collections. I canceled my account in 2020 after paying over $1000 in collections. They are now saying I owe another $667.I heard nothing via mail, email or phone number during 2 years. This is the first I have heard of this situation and I am very unhappy. I took care of my account in 2020. I made sure to make sure I never come back. They are not taking care of this situation and keep saying “they’ll look into it,” with no response or follow up. I am not happy, and need help.

  Business Response

  Date: 10/21/2022

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