Complaints

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

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  Edge Fitness Club

  50 Boston Post Rd Orange, CT 06477

• 

  Edge Fitness Club

  125 Old Gate Ln Milford, CT 06460-3611

• 

  Edge Fitness Club

  1333 E Putnam Ave Old Greenwich, CT 06870

• 

  Edge Fitness Club

  955 Ferry Blvd Stratford, CT 06614-6094

• 

  Edge Fitness Club

  600 New Haven Ave Derby, CT 06418-2529

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/08/2022

  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.

  This company charged me while COVID was in full effect and the Gym was closed by Federal Law. They charged me multiple times, while the gym was inaccessible or had temporary hours that did not meet my schedule. This gym was originally outstanding, but COVID hit and they closed, didn’t charge me for 2 months then continued charging me while closed. I called them to try and cancel and was told I need to send a “Certified Letter” via mail to a company with reasons explaining the termination. I at the time of the COVID pandemic was not going anywhere publicly I did not need to. I was not going to the Post Office to pay to send a letter Certified Mail when the reasons I’m cancelling should’ve been obvious. I paid for a service that by law wasn’t allowed to be available for me. This company has since sent my Gym account to collections for a $297.90 amount. I don’t see how this is remotely possible when I signed up for a yearly membership that their website advertises as $180.00. There are multiple reviews on their website of them doing the same thing to other customers. The debt collection agency is arguing with me and threatening to put a “bad credit” on my report and I’m receiving threatening calls. This gym left me no choice but to cancel my debit card and get a new one that isn’t attached to their account to stop payment. What this company is doing should be illegal. They advertise a 24/7 gym, which is what I was paying for. To then close completely, to open again with “temporary” hours that are not a 24/7 schedule. To continue charging me throughout a pandemic when they are not holding up their end of their advertisements. This company claims a “qualifying health condition” is a reason to terminate a contract. Is COVID shutting down their gym and causing them to breach their own contract not enough reason for termination? To then have my account sent to collections to receive threatening calls on a daily basis. This company should be paying me $297.90. Photos attache

  Business Response

  Date: 09/14/2022

  The Edge Fitness Clubs has reviewed this complaint and the associated account. All billing was completely stopped when the club was closed due to the state mandated COVID shutdown. There was no billing on Mr. ****** account March - May of 2020. The attachments provide show charges that took place from July 20202 - October 2020. Per the state of ***** *******s announcement, fitness clubs re-opened on June 1st of 2020. In addition to the state's announcement, The Edge Fitness Clubs sent several emails leading up to the reopening date to all members, to announce the reopening date, when billing would resume in June 2020, and also gave options outside of the normal contract terms to accommodate any members who were not comfortable returning to a public setting at that time. 

  Mr. ****** account had declined payments prior to the COVID shutdown in January and February of 2020. The declined payments then continued which then continued in August of 2021, up until October of 2021 when the account was eventually sent to collections.

  Members may send written request to cancel either by certified mail, OR BY EMAIL, as detailed on all membership agreements. A copy of Mr. ****** agreement is attached for reference.

  The Edge Fitness Clubs does not find any missteps on this account. Mr. **** may contact his local club to inquire about their forgiveness plan to assist with his collections status.

  Customer Answer

  Date: 09/15/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I don’t understand how I had “declined” transactions before covid. I visited this gym on almost a daily basis with friends. Why wouldn’t it be mentioned to me while I’m there?? You have to use your card to get in, wouldn’t someone mention it? Secondly, when I called to cancel because of covid, I was not informed that you can cancel by email. I was told over the phone by one of your employees that the only way to cancel a membership is to send a “certified letter” via mail to some company, and it has to be qualifying conditions such as moving, health related issues, etc. (which is 100% your employees fault at that point for not being properly trained, or ill informed). To which my response is, I’m not risking my own personal health, or spending my money to go to a Post Office and mail some company. It’s a pandemic… God forbid I went to the Post Office, caught Covid and passed away. Now my daughter doesn’t have a father because I had to risk my life during a pandemic to cancel a gym membership, which should’ve been cancelled the second the company was forced to breach their own accommodations. They are claiming they made “accommodations” for people after they reopened. I again repeat when I signed up for this Gym it was because it was a 24/7 Gym. My work hours fluctuate. Some days I could workout at 2am, the next day 6pm, next day 8am. I didn’t agree to a membership at your Gym, to play the Gym Membership Hourly Lotto, and pray that my hours work with your schedule. This company is playing Covid off to be a 2 month thing, when I’m sure we can all agree Covid is something we are still dealing with to this day… Lastly I will emphasize the importance of you breaching your own contract and false advertising. I signed up for a membership with your Gym because it had certain facilities like the shake bar and was 24/7. Covid hit, the Gym is no longer 24/7 and has sporadic hours, that I have to hope my work schedule allows me to make. This company claims a “qualifying health condition” is reason to cancel a membership, wouldn’t a company cancel a membership when the entire United States is put on a lockdown? What if I was sick on and off with Covid for months? You’re telling me I’d be forced to be charged with a Gym membership, because I’m physically not able to go to the PO… this is absurd. If I paid $5 for a Milk Company to deliver a gallon of milk everyday, suddenly they start delivering 1/4 of a gallon because of reasons… I would cancel my service with said company because you aren’t upholding your end of the agreement. This is the exact same scenario with your “hour accommodations”. I hope this company can be dealt with because the scam they are pulling on many people that suffered during this pandemic is ridiculous.. Check their reviews, they have done the same thing to numerous other people. Thank You!
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 09/19/2022

  The Edge Fitness Clubs stands by their response to this complaint. 

• Initial Complaint

  Date:09/06/2022

  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 spent $275.00 on supplements that when I opened one package, had broken and open capsules and had a very strange taste that caused a rash. I immediately took them back and was told that they are no longer refundable. I cannot take them without an adverse effect. I want Edge to refund my money and ship these back to be tested.

  Business Response

  Date: 09/15/2022

  The Edge Fitness Clubs has reviewed this complaint and agrees to provide Ms. **** with a new replacement supplement. She may do so at her local club. If she will also return the original package, the team will inspect. There have been no other issues with any other supplements.

  Customer Answer

  Date: 09/15/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not wish to have any supplements from Edge. The only solution that would be acceptable is a full refund. I no longer trust their products. 
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 09/27/2022

  The Edge Fitness Clubs stands by it's original response to this complaint.

• Initial Complaint

  Date:08/29/2022

  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 called to cancel the annual membership for my son (******* *******) in April because it was due in June/July. They gave me a vague response that the annual membership would run out by June. Then I saw in July and August credit card statements with an annual charge and a monthly charge. When I called them they said that we are supposed to send an email to the billing department and that calling the club is not the process. How the heck am I supposed to prove that I called the club for cancellation and they did not provide me the specific instructions for cancellations - should I start recording phone calls with this gym. This company is a scam - not interested in customer service - just interested in making it really hard for people to quit their membership. Their ratings on BBB speak for themselves.

  Business Response

  Date: 09/01/2022

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Per the membership agreement, 30 day written notice to cancel to *** ******* *********, is required. A copy of Mr. *******'s membership agreement is attached for reference. Notice to cancel was sent in on 8/28/22, which leaves member responsible for all charges up to and including the 8/30/22 dues. However, as a gesture of goodwill, The Edge Fitness Clubs agreed to refund the 8/1/22 annual fee. Please allow 3-5 business days for refund processing.

• Initial Complaint

  Date:08/25/2022

  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 called to cancel my subscription to the gym at the ****** location on March 31, 2022. I was informed by an employee that i would have to send an email for termination. I did so and was still being charge after sending the email. I contacted the office and was told there was no recorded of my request. I have not been able to speak to a manager at the ****** or ****** **** **** location and I have left my contact information several times to staff. I have reached out to the customer service agents, sent emails and I was promised to receive a call 3-5 days after ticketed complaint.

  Business Response

  Date: 08/26/2022

  The Edge Fitness Clubs has reviewed this complaint and the associated account. All cancelation requests must be sent in writing with 30 days notice. There is no record of Ms. ***** sending in a cancel request prior to July 27,2022. Her cancellation has been set up in accordance with that request. Ms. ***** is advised to forward any previous requests to cancel to *********************************. If there was a typo in the email address that resulted in the email not being received, The Edge will consider that and assist further.

  Customer Answer

  Date: 08/29/2022

  
  
  Complaint: ********
  
   
  
  I am rejecting this response because:

  As seen in the response from Edge fitness they are now informing me that I should have sent my cancellation to a third email address which is  *********************************. Please review emails from their customer service agent and you will see the inconsistency in their business practices. I am just requesting my refund of money taken from my account in May, June, July and August.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 08/30/2022

  There is no contradiction. Cancellations are to be sent in writing to *** ******* *********, as detailed out on the membership agreement. The response to this complaint, offered assistance to Ms. ***** to review the notice she stated she sent, but was never received by ***. 

  Customer Answer

  Date: 08/30/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The email address from your customer service conflicts with this email address that is now being sent. What is needed is for your staff and agents be provided one singular information. When I contacted  the ****** and ****** **** **** location I was given the second email address. As you can see an agent did reply and stated that they are only see conversations for July 28. Please explain this since you are now insinuating that I am using the incorrect. In addition I have yet to be contacted by a manager since July.  I was rudely informed that both locations were short staffed. 

  It is a shame that when I was registering to join the gym a manager and staff was always available. But now that I'm am trying to cancel and get a refund for the 3 months I have been charged. I only receive automated emails and am only able to speak to foreign agents. 

  This is a disgrace.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 09/05/2022

  Ms. ***** did send her cancel request to the correct email address for ***. The edgecares address was being offered to assist her further. Thank you for providing the attachment which shows the 3/31/22 email that Ms. ***** sent to *** to request cancelation. This email was never received, however with this attachment, The Edge Fitness Clubs is processing cancellation and refunding May - August charges. All cancelations do have a 30 day notice requirement, therefore making the last responsible payment 4/24/22.

• Initial Complaint

  Date:08/19/2022

  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 am very unsatisfied with my membership at Edge Fitness. At the start of my membership I went to a club that not only judged me with looks, but stated to my face that I needed to lose the weight essentially because I was out of shape by the looks of it. I had signed up for a full-body inspection, but didn’t know that being judged and given dirty looks when describing my fitness levels or eating habits was part of that inspection. I then decided to move clubs and no change whatsoever with the staff. They are all very snotty and un-attentive. I requested to have my membership cancelled due to the fact that I am moving to college and will not be within 25 miles of any location. I haven’t heard back and would greatly appreciate someone to look at my request. Frankly, this clubs way of handling agreement issues and club perks is like no other and I will make sure to discourage friends and family from choosing this gym. The judgement and lack of response from management isn’t worth the price.

  Business Response

  Date: 09/01/2022

  The Edge Fitness Clubs has reviewed this complaint and the associated account. The Edge Fitness Clubs is supportive in the fitness journey of all fitness levels. Ms. ******* membership cancellation has been processed due to her move, per her request. She has been emailed a confirmation of this as well. The Edge Fitness Clubs wishes her all the best at school. 

• Initial Complaint

  Date:08/15/2022

  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 have not attended the Edge fitness club in over a year. I canceled my membership when I left the state for work and have not been charged or been making monthly payments. I was recently charged with a yearly gym fee.
  
  I would like a refund

  Business Response

  Date: 08/19/2022

  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 membership agreement's cancelation policy, all cancelations are to be sent in writing with 30 day notice to *** ******* ********* ********* *** ********* ********** There is no record of any cancelation request being sent by Mr. *****. The Edge Fitness Clubs has agreed to waive the 30day notice and cancel the membership effective immediately with nothing further due. However, for any refund to be considered, Mr. ***** would need to provide proof of a prior cancelation notice.

  Customer Answer

  Date: 08/22/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I cancelled my membership in person over a year ago. I have not been making payments to your company. I'd like you to do some actual digging and make an informed decision on the matter before billing former clients. This is poor business. If I have not paid a monthly membership fee in over a year I would say it is safe to say that I am no longer a member? Correct?

  
  

  Furthermore, The contract that I have signed, which you so gratefully added to this chain, clearly states that I am a member of the EDGE Fitness Club for 12 months and the annual fee paid on 4/01 and membership continuous on 30 day periods after. Since it has been well over my contract period and well past the 4/01 period, and I have not been a member for well over 30 days since my contract this seems to be a larger problem. I'm sure that your club isn't in the habit of breaching contracts and "losing" cancellation paper work. But it seems like there is some poor business practices in place.

  
  

  Please consider this my second notice of my membership cancellation. (please don't misplace this one) I am still demanding a refund or I will take further action. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 09/01/2022

  As per Mr. *****' membership agreement, the initial term is for 12 months and then the membership converts to a monthly status until member sends in written 30 day notice to cancel. A request to cancel was never received, therefore the account remained active, without issue, until it was cancelled via this complaint. If Mr. ***** wishes to pursue consideration for any refund, he will need to provide proof of a written cancellation request.

• Initial Complaint

  Date:08/10/2022

  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 enrolled with Edge Fitness Club in C****** ***** ******** ***** in the month of June 2022. My member agreement number with them is **********.
  I am 23 yrs old and work as part time server on daily wages hence unable to afford the monthly fees of $34.99 which is very high for me. When I asked them to cancel the membership, they responded saying that it can be canceled only if I move more than 15 miles away from any of their locations or on medical grounds of disability. I am being held a hostage with my membership and have been already forced to pay 3 installments (August - $49.99 ,July - $34.99 June - $34.99)
  
  I need to get out of this membership and get the payments out to them stopped.
  
  Please help.

  Business Response

  Date: 08/19/2022

  The Edge Fitness Clubs has reviewed this complaint and the associated account. A copy of Mr. *********** signed membership agreement is attached for reference. He signed up for a 12 month commitment, and had a 3 day window to cancel without penalty if he had any second thoughts about the responsibility. The Edge Fitness Clubs can remove the auto renew so that the membership will cancel once the initial term has been fulfilled. However, in order to cancel early, proof of move, medical or military is required, as outlined in the membership agreement.

• Initial Complaint

  Date:07/28/2022

  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 was with this gym for a year like my contract stated I had to be. When I went to cancel they said I couldn’t. I sent a letter since I moved and they said it was canceled. Then I kept getting charged so I had to change my account information. Then they sent the payments for a canceled gym membership to collections so I paid that and want them to remove the remark on my credit report. I will also be contacting ***** ********** as well I am trying to get a mortgage for a house and this gym potentially is ruining my future. DO NOT JOIN THIS GYM.

  Business Response

  Date: 07/29/2022

  The Edge Fitness Clubs has reviewed Mr. ***** account. A copy of his signed membership is attached for reference. Per the membership agreement cancelation policy, 30 day written notice to cancel is required. There is no record of Mr. ***** sending in any request to cancel. Therefore, the membership remained active. Payments were unable to be collected as of March 2022 and Mr. ***** was repeatedly contacted by the billing company regarding his past due account status, before it was eventually sent to collections in June 2022. If Mr. ***** is able to provide proof that he sent in request to cancel, he may send to ********************************* for assistance.

  Business Response

  Date: 08/02/2022

  Hi Alicia,

  I am sorry I hit send too soon before attaching this document to the complaint response.

  Thank you!

  ********

• Initial Complaint

  Date:07/27/2022

  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.

  My bank was hacked and a fraudulent account was set up in my name with this company. After multiple attempts of trying to cancel this contract, the account was sent to collections for me to pay the debt of the fraudulent contract. They have given me the runaround along with the financial team in the debt collection agency and will not resolve this issue.

  Business Response

  Date: 07/29/2022

  The Edge Fitness Clubs has reviewed this complaint and the associated account. This matter appears to have already been addressed and resolved by the local club as of 7:30am on 7/29/22.