Business Profile

Health Club

Edge Fitness Club

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Complaints

This profile includes complaints for Edge Fitness Club's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

241 total complaints in the last 3 years.
75 complaints closed in the last 12 months.

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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:10/10/2022
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 had a membership with this fitness club beginning in February of 2022. I made this membership with this club as it was local to my school, Sacred Heart University, from which I graduated in May. I have sent this fitness club ample proof to cancel my membership and they will not allow me to cancel my membership and they continue to charge my bank account. I have not stepped foot in this gym or any of their location since April of 2022, which they and I have proof of as their front desks makes a record of attendance as you tap your member card each time you enter. I am looking for assistance in cancelling my membership, refunding me for the charges that add up to over $300 to date, and to prevent this from happening to others as it is a common complaint across all members who try to cancel their membership.
Business Response
Date: 10/13/2022
The Edge Fitness Clubs has reviewed this complaint and agrees that Ms. Campana's request to cancel on 4/26/22 should have been approved by the billing company, *** ******* *********. The Edge Fitness Clubs agrees to cancel the account immediately, as well as refund all charges collected beyond the March 28, 2022 dues. Please allow 3-5 business days for refund processing.
Customer Answer
Date: 10/14/2022

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:10/06/2022
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 sent a email to cancel my membership with them on 5/9/22 as they advised me to send a email to customer service to cancel my membership. I am still getting dues deducted from my bank account after I sent this email 5 months ago to cancel. I want my mebership canceled and my dues returned to me for the 5 months.
Business Response
Date: 10/06/2022
The Edge Fitness Clubs has reviewed this complaint and the email Mr. ******* attached to show he did indeed send the necessary notice to cancel on 5/9/22 to *** ******* *********. The email was never received/processed by ***. Therefore, The Edge Fitness Clubs will be cancelling the membership effective immediately and refunding all charges from May - present. The final payment is being waived as a gesture of goodwill due to the negative experience.
Customer Answer
Date: 10/06/2022

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:09/30/2022
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 am trying to cancel my gym membership. They say you need a doctor's note indicating a medical condition, which I provided to them, and they are still refusing to cancel my membership. I have never experienced a situation with a gym membership like this. My family signed up and due to my son moving away (which is also on the contract as a justifiable reason to cancel the contract) he needs to cancel his membership and they are refusing to cancel his as well after we provided proof that he moved over an hour and a half away from the city which the gym is located. This is the worst fitness company I have ever worked with before. I have been a member at four other gyms and when it came time to cancel my membership I never had any issues. Edge Fitness should pre-warn their potential members of the INABILITY to ever cancel your contract. Not to mention, when I signed up, I was told it was a month to month (not a year long contract) and once I signed up they have now informed me the contract is 12 months long! This company is very sneaky and dishonest and I am sorry I ever signed up with them in the first place. This battle is not over and I am hoping to inform other people of their horrible practices to prevent anyone from going through what my family and I are experiencing. Shame on you Edge Fitness.
Business Response
Date: 10/03/2022
The Edge Fitness Clubs has reviewed this complaint and the associated account and finds that the account has already been cancelled due to medical reasons, with the doctor's note Ms. ******** provided. As a gesture of goodwill, her last dues are also being refunded. Please allow 7-10 business days for refund processing.
If Ms. ********** *** would like assistance, he is advised to email *********************************.
Initial Complaint
Date:09/27/2022
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.
I had given my 30 day notice on canceling my training sessions and was still charged for the following month. When I asked for them to refund my money they kept giving me the run around. It has been over a month now and still the manager at the facility will not do anything about it or give me the money they were suppose to refund. Their policy stated that if I cancel 30 days before my next sessions I will not be charged. There is no contract so I should not have this problem.
Business Response
Date: 10/04/2022
The Edge Fitness Clubs has reviewed this complaint and the associated account. The refund has been approved for quite some time. Management has made several attempts to get in touch with Ms. ****** ro verify her current mailing address, so that the refund check is assured to reach her. Ms. ****** has not responded to any of these messages. Once she verifies her current mailing address, The Edge Fitness Clubs is fully prepared to issue the refund. Ms. ****** may return those calls/messages, or send her current mailing address to **********************************
Customer Answer
Date: 10/04/2022
THE BUSINESS HAS NOT DONE SO I HAVE IN MY CALL HISTORY THE AMOUNT OF TIMES I HAVE CALLED AND NOT ONCE HAS THE BUSINESS ATTEMPT TO COLLECT ANY INFORMATION TO MAIL A CHECK OUT TO ME I HAVE DROVE OVER TO THE BUSINESS AS WELL AND HAVE SPOKEN TO MULTIPLE PEOPLE AND THE SAME SITUATION HAS OCCURRED.

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,

****** ******
Business Response
Date: 10/04/2022
As previously stated, all that is required in order to finalize the refund is for Ms. ****** to please verify her current mailing address. For her convenience she may send an email with that information to **********************************
Initial Complaint
Date:09/26/2022
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 because financial it became too expensive and I was moving to stay with my mom. They gave me trouble at first froze my account I had already paid the yearly fee. I provided proof they froze an account and then cancelled said I owed $35 I want an explanation and aK not to charge the account I’d like to pay different they charged anyway and it cost me $27.50 insufficient funds fee. I then was charge $64.49z I want a refund of my fee and the extra 29.99 . They can keep the $35 and I want nothing else to do with them .
Customer Answer
Date: 09/26/2022
***** ******* ****** ****************************
***** ******* ********* *** **** ***** **
*** ********** ***********************
********

Claim # ******** can be cancelled it was resolved.

Thank you!

*******
Initial Complaint
Date:09/23/2022
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.
On 3/13/2022 my daughter, ******* *****, date of birth 4/21/2004 joined The Edge Fitness Club at the ********** ** location. On this date my daughter was a minor and was advised my staff to forge my signature under the parental consent section. I have a copy of the contract which is clearly not my signature. On August 30, 2022 I personally brought my daughter into the location to inquire how to cancel her membership due to the fact she is leaving the state to attend college. The staff pulled up her memebership account, had her sign something and informed us that she was all set and membership would be cancelled. On September 13, 2022 she was charged the monthly membership fee. Now my daughter is out of state so I called the Stratford location and spoke to Jeanette, whom was very polite and helpful but she informed me the cancellation process was not done. She informed me that this process needed to be done via email. I have sent in all requested documents but the gym still insists on charging another monthly fee even though this process was started on 8/30/22. The fact that the staff is not properly trained and the incovience is pushed off onto the member is disgraceful. The hoops that this company makes you jump thru to cancel membership is uncalled for. Most importantly how is it legal for a company to hold a MINOR to a contract? And is this a common practice for staff to break the law on something so important on a legal binding contract? I would not have persued this if this company was willing to work with their customers but the complete disregard that they are holding you to an illegal contract is uncalled for. Most importantly the fact that staff is advising minors to forge signatures on a legal binding document needs to be addressed. Funny how they can bend the rules for the companies benefit but when staff gives members incorrect information the incovience is pushed off onto the member. The tactics that your company has are just wrong.
Business Response
Date: 10/04/2022
The Edge Fitness Clubs has reviewed this complaint and the associated account. Parental consent is required for any minor to sign up for a membership. Member would not be able to activate membership without a parent or guardian permission. This is standard protocol which is adhered to by all staff. There were no missteps found in this process. Members are eligible to cancel early due to moving away for college. Once proof of enrollment at a school out of the area is provided, the membership can then be cancelled with 30 day notice, which would require a final payment. Therefore, based on Ms. ********* claim that she came into the club on 8/30/22 to cancel, 9/13/22 would have been the last responsible payment. The membership has now been cancelled with nothing further due. The Edge Fitness Clubs wishes Ms. ***** a successful semester at school.
Business Response
Date: 10/04/2022
The Edge Fitness Clubs has reviewed this complaint and the associated account. Parental consent is required for any minor to sign up for a membership. Member would not be able to activate membership without a parent or guardian permission. This is standard protocol which is adhered to by all staff. There were no missteps found in this process. Members are eligible to cancel early due to moving away for college. Once proof of enrollment at a school out of the area is provided, the membership can then be cancelled with 30 day notice, which would require a final payment. Therefore, based on Ms. ********* claim that she came into the club on 8/30/22 to cancel, 9/13/22 would have been the last responsible payment. The membership has now been cancelled with nothing further due. The Edge Fitness Clubs wishes Ms. ***** a successful semester at school.
Initial Complaint
Date:09/23/2022
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.
Bought a gym membership for my daughter in November, 2021, her high school senior year. We confirmed with the sales agent that she could cancel when she left for college the following year.

My daughter informed the front desk August 15, 2022 that she was leaving for college, the front desk associate gave her an email address for written notification. Written notice then turned into required supporting documentation which we sent - her acceptance letter, move-in date and then a copy of her schedule. None of this was sufficient for the customer service team and they have refused to honor their commitment to cancel her membership when she moved away for college.

During the odyssey of trying to get her (my) money back, I learned that The Edge is either owned by or partners with for billing purposes, *** ******* ********* out of ********* **. Reading their Better Business Reviews, my experience above is consistent with all of their reviews.

I am writing to complain about this unfair treatment and would request BBB's help in securing the September and October membership dues for my daughter.

Thanks,

***** ******
Business Response
Date: 10/03/2022
The Edge Fitness Clubs has reviewed this complaint and the associated account for **** ******. Ms. ******'s account will be refunded for the September payment and cancelled with nothing further due. Please allow 3-5 business days for refund processing.
Customer Answer
Date: 10/04/2022

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:09/20/2022
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.
I paid for a membership at Edge Fitness in *********** ** in March for the year. In July, I paid for one on one training for a fee of about $217. This included 1 half hour sessions once a week with a trainer, with meal plans and home workouts. When I spoke with Damien to set this up, I explained I would be starting a new job soon and my schedule may change, as I had to commit on a day with the PT. He understood and said I would have no problem.
My PT, Jeremy, met with me initially to know my goals and get a weigh in. The first session was canceled by him because he was sick. When I rescheduled, I was unable to make it due to a work conflict.
I underestimated the time and energy I needed to commit to my new job. After many failed attempts to coordinate a time to meet for my first session with Jeremy, I did not schedule any other days or times because my work schedule is too demanding. I also called and asked specifically for Jeremy and Damien and neither returned my calls, as I paid for a service I never utilized and I wanted a resolution.
I received a call from another trainer, Michael, in September, with an offer that he would continue the PT sessions since Jeremy left the gym abruptly, with no notice. I met with Michael and went through the initial assessment again. I agreed to give it another shot and paid for another month, in the agreement that the other sessions I did not use would be available to me.
A few days after I paid, my territory for work was changed. I went to the gym personally to get a full refund for my PT sessions, since work would not allow me to dedicate my time for them. I was told “I signed a contract” and I would not get a refund. I explained that with my job, I would not be able to even attend any sessions and that I never utilized that service.
I did not cancel my gym membership, even though I haven’t even been going to the gym at all. I just want my refund for the 2 months I paid for PT that never happened.
Business Response
Date: 10/11/2022
The Edge Fitness Clubs has reviewed this complaint and the associated account. Personal training
services are non-refundable (all sales final). A copy of Ms. ******' contract is attached for reference. Furthermore, the club manager did try to make the situation
better by reinstating 4 sessions and moving Ms. ****** to another trainer. In addition, The Edge Fitness Clubs is also willing to allow Ms. ****** to hold onto the sessions for up to a year, or transfer to another
club or member.
Customer Answer
Date: 10/12/2022

Complaint: ********

I am rejecting this response because:

A non-refundable policy in the contract should be verbally stated to a client before committing to personal training sessions. This is a clause that I would not have signed up for, had it was made aware to me, given my new employment.

I spoke with Leah Russo 2 days after I signed up and paid for a 2nd personal training session requiring a refund and she explained that I would be refunded the payment I just made but not the initial payment. I have yet to receive that refund.

My job changed my territory and I am out on the field 7 days a week. I am not able to committ to personal training sessions as I had hoped. Regardless of what the contract states, Edge Fitness should take into account circumstances that clients have no control over.

This is not a good business plan on their part. This is not how you treat clients.

If I were able to utilize my sessions at all at a later time, I would be okay with the extension. However, being a **** ** **** ***** *********t new to the field and attempting to generate my new business, I'm not fortunate enough to have a flexible schedule.

I am requesting, again, a full refund on a service that I have never utilized.

Sincerely,

********* ******
Business Response
Date: 10/13/2022
The Edge Fitness Clubs holds firm to the previous response. All training sales are final, per the signed training contract. Furthermore, the club manager did try to make the situation better by reinstating 4 sessions and moving Ms. ****** to another trainer. In addition, The Edge Fitness Clubs is also willing to allow Ms. ****** to hold onto the sessions for up to a year, or transfer to another club or member.
Initial Complaint
Date:09/19/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The edge has their challenge program and the sales person effectively lied to me to get my debit card in their system. She proceed to explain each of the packages associated with challenges. One was approx. 400/month and the other was approximately 220/month. I wasn’t comfortable with the monthly fee and I said this. And the sale person said that there was third option with a flat fee, where I could get 8 sessions for only 200+ tax. I agreed to this and the sales person quickly enter my debt information and filled terms of contract, with giving me the chance to read the agreement. she even went so far as to use her finger to sign the contract for me. (In the attached agreement you will notice that both my signature and initial fields have a straight line through them. Personally , I would write my name on a document for a transaction such as this but I was not given the opportunity because the sales person did it on my behalf. I am sure if you looked at other agreements for this gym you’d fine a similar signature) On September 15th, I was charged 206.56. While on Saturday September 17th, I received a bill for $ 399, stating that I would be charged again on October 3rd. There was no mention of this during the sale pitch. Effectively this person did clearly articulate the terms of contract, got me to agree under false pretenses, and signed the document for me so that I would be unaware of the second forthcoming charge.(note: the bill I received states I would not be given a refund under any circumstances).

Given the misleading practices from the sales person, I refuse to pay the forthcoming charge on October 3rd, and this will negatively impact my credit score.

Agreement number : **********
Business Response
Date: 10/13/2022
The Edge Fitness Clubs has reviewed this complaint and the associated account. It appears that Ms. ******* may be confused on her charges. She did sign up for the
challenge which was $399, to which she was given the discounted rate at $199
with tax = $206. A copy of her signed receipt is attached for reference. Ms. ******* was NOT put on any recurring services. She was only charged
the initial $206 for the 8 sessions (to date, she has used 5 of these 8 sessions). Lastly, there are no pending payments, or
payments collected in the month of October. Again, because she was never put on
any recurring service. The only charges in October, were for a protein powder for $37.49.
If Ms. ******* has any questions concerning her account, she is welcome to stop in and a manager would be more than happy to sit down with her to go over her account history and answer any questions she may have.
Initial Complaint
Date:09/12/2022
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 joined the Edge Fitness in ******** ** in May of 2022. When I enrolled, I was told that I would be able to upgrade, or downgrade, anytime if I chose. Come June 2022, I upgraded and was never told that it would lock me into another full year contract, until after I requested to downgrade again. I was told when I upgraded, that I would be able to downgrade again if I chose.

In September 2022, I called to request to downgrade and I was told that I would be able to downgrade but that I needed to come into the ******* location to do it in-person. Therefore, I went into the ******** ** location to downgrade. Once there, I was told that I would have to pay a fee to downgrade. In addition, another worker interrupted and said that 1.) I couldn’t downgrade and 2.) upgrading locked me into another full year contract. I told them that none of that was ever communicated to me when I asked that questions when I enrolled, and then again when I upgraded. If I had known that, I would never have upgraded in the first place.

In addition, when I went in to downgrade, they told me there was no manager on duty (it was 4:30 p.m. on a Friday. What gym doesn’t have a manager on hand when issues arise?) so I asked that a manager contact me on Saturday to discuss the issue. No one called. Since then, I have called several times and have been given the run-around and no one returns phone calls.

The purpose of my complaint is that I am looking to now cancel my full membership as I am not happy with the facility and lack of professionalism. I feel like they have not been honest and have shady, non-transparent, business practices which are meant to intimidate people.

I kindly ask that the Edge Fitness be investigated for shady, non-transparent business practices to get more money out of people and that my membership be cancelled/terminated immediately, and any cost be waived as a courtesy due to how my membership was handled.
Business Response
Date: 09/19/2022
The Edge Fitness Clubs has agreed to cancel this membership with nothing further due, as a gesture of goodwill.
Customer Answer
Date: 09/20/2022

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,

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

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Edge Fitness Club is NOT a BBB Accredited Business.