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:10/30/2024

  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 son ***** signed up for this edge fitness around Dec 2023, and he moved out of ******** to ***** for college Aug2024. Their web site information tells us that if there’s no edge fitness close to where his college is located, we may cancel his membership. We begin contact them around June 2024 by sending them all the school information that they required and made several phone calls to their customer service. At first, customer service said those information are reviewed by their other department and they have no way knowing or contacting them. We kept sending them email with all necessary information. Finally customer service said they received it and will review and stop deducting money the following month. But they kept taking money from my account. Never responded to any of our email regarding cancellation. I finally asked my bank to stop their ACHat the end of Sept. They can’t take money from my bank and somehow they charged monthly fee to my credit card, I don’t recall giving them permission to do so. After charging at my card for 2 more month (Oct and Nov fees), my son received an email today saying that they have not been able to take money for last month fee which was charged on my credit card. And they also said to cancel at 12/21 we will owe $74.95. I don’t really know how they come up with that number. We have paid them up until now and the membership term is one year. Monthly fee is $14.99 so we basically only have Dec to pay if we didn’t try to cancel membership. This company is very fishy and dishonest. They ignore customer request to cancel even when we follow their rules and provided all the requested information to them.

  Business Response

  Date: 11/13/2024

  The Edge Fitness Clubs reviewed this complaint and has approved the proof of move that was provided on 7/10/24. All cancellations require 30 day notice, therefore making the 7/22/24 dues the last responsible payment. Member will receive a refund of all charges from August - present to the account paid from. Please allow 3-5 business days for credit card refunds and 7-10 business days for banking account refunds. The membership will also be cancelled with nothing further due. 

  The Edge Fitness Clubs offers short term memberships designed to accommodate college students while home on break. ***** is advised to sign up for this type of membership if he desires to use the gym when home.

  Customer Answer

  Date: 11/18/2024

  Thank you BBB for your help on this matter.  I am ok with Edge fitness' decision on refunding me the overcharged membership fees (5 payments if my understanding is correct), however, so far I only received one $14.99 refund on my bank account and have not seen the rest of the 4 payment refunds on my credit card or on my bank account.  I am not sure if I should agree or reject their response at this point.  Please advise.

  thank you, 

  ****** ****

  Business Response

  Date: 11/18/2024

  The system shows that 2 refunds were released: $14.99 and $44.97, which cover the 4 months of dues owed back to member.

  Customer Answer

  Date: 11/18/2024

  Have not seen the second transaction, the only one I saw was the $14.99 on back to my chase account,  Please advise if the 2nd refund is sent to Citi double cash credit card.  Just checked and no refund back to credit card yet, please let me know when that payment will show up.  I will proceed to close the case when refunds are received.  

  thank you

  Business Response

  Date: 11/25/2024

  Amounts were refunded to the payment account they were paid from originally. The account shows 2 refunds- $14.99 and $44.97. One refund was sent to EFT account and the other to the credit card.

• Initial Complaint

  Date:10/28/2024

  Type:Product 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 paid the edge for a year in advance for my son ******* ****** in May and was told that if he moved to an area that is more than half an hour away he would get a refund no questions ask. I have sent 10 emails to Samuel B******* and was told I would get refund. He said he mailed it to the address in ******** which ******* no longer lives. His father has never seen the check. He now tells me to get a hold of Jonathan the gm with no last name. When I call for Jonathan I get the run around. All that needed to be done was to credit the credit card the difference. This has been a horrible experience

  Business Response

  Date: 11/15/2024

  The Edge Fitness Clubs has reviewed this complaint and found that the refund check was sent out. It had to be re-routed to the current address - 

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

  This was communicated to the member by the local club on 10/28/24. Attached is a copy of the refund check. 

  This matter appears to have already been resolved.

  Customer Answer

  Date: 11/15/2024

  
  
  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:10/25/2024

  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.

  Good afternoon, my name is **** ************ and I am inquiring about my rental agreement with *** *******, specifically their Edge Fitness location in ****** **. On July 13, 2024, I contacted one of ***'s representatives by calling ###-###-#### and advising them that I needed to pause my membership for three months because I was working abroad during that time. I was assured verbally by the representative that this would be taken care of and that there is nothing further for me to do. I returned on October 13, 2024, to find out that my membership was never paused as was confirmed previously by your rep. So I called ***'s customer service rep on Friday, October 18 to confirm the charges and bring my account current. I was told I owe a balance of approximately $197, which is completely unacceptable. I have no problem paying the $49 annual assessment plus the 4 months worth of monthly payments ($9.99 per month x 4 = $39.96), which catches me up through October 2024. But I will not be paying $90-120 in late fees on top of that. Nothing in the attached contract makes any indication of how much would be charged for each late fee, which I should have never been charged for in the first place. Furthermore, a late fee three times the amount of the monthly charge is completely inexcusable. On Oct 21, 2024, I sent a follow up email to the *** Customer Service team and offered to make a one-time payment in the amount of $89.95 to cover the $49.99 annual assessment plus the 4 months of monthly payments to get my account current. They responded on 10/25/2024 advising they would only be able to waive one of the late fees. They should all be waived as this issue stemmed from the failure of their representative to pause my membership as I had requested in July. I am happy to get this account current but I expect the company to make a prudent decision and work with me on resolution.

  Business Response

  Date: 11/08/2024

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Per Mr. ************'s membership agreement, all past due payments are subject to late fees, as well as service fees.

  There is no record of a freeze request on this account.  In addition, as outlined on the membership agreement, freezes are only allowed for medical or military purposes and do require proof of such. 

  The records to show that Mr. ************'s payment account was closed on 8/2/24 and the billing company, *** ******* Solutions, did repeatedly reach out to him via text, email and phone, regarding his declined payments. 

  One of the late fees was waived as a courtesy gesture.

  The account is currently showing as up to date, with no outstanding balance and no missteps were found on the part of The Edge Fitness Clubs, or the billing company *** ******* Solutions. 

• Initial Complaint

  Date:10/24/2024

  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.

  I joined this gym almost 1 year ago. The attached pics of equipment have not been repaired or replaced and have been down since July, 2024. I was also told there is one guy that comes to repair equipment at all the locations. I was also told it takes time for parts.
  The club kept telling me they put a ticket in for repair. Every person I told them about the equipment were clueless and said we will put in a ticket.
  I was at the club on Saturday Oct. 19th and both machines are still down. All I want is to be able to workout on this specific equipment as I pay $27.99 a month and that is one machine i enjoy working out on.

  Customer Answer

  Date: 11/07/2024

  Any update or response from Edge Fitness?

  Business Response

  Date: 11/13/2024

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Both club and facilities management have been advised of this complaint and have assessed the matter. Any piece of equipment that may be in need of service, is entered into the maintenance system. The facilities techs are on site at least once a week to address. Often times, repairs may take a bit longer if the techs are waiting on parts. Ms. ****** is advised to contact the member experience team at ********************************* if she has any further concerns.

  Customer Answer

  Date: 11/20/2024

  This complaint has not been resolved.

  The exercise equipment is still broken. I reached out to the email address given to me within the complaint and I have not heard anything back.

  Business Response

  Date: 11/21/2024

  The Edge Fitness Clubs reached out to Ms. ****** with the following response on 11/21/24: 

  Hello Bev and thank you for your patience in receiving a
  response.
  
  Our facilities manager was on site as recently as this week
  and all were functioning. He did note that they were unplugged when he arrived.
  He stated he will continue to check on them moving forward and also reached out
  to the cleaning company to remind the cleaners to plug them back in if they
  need to unplug while cleaning.
  
  Please feel free to reach out if you should have any further
  concerns or wish to have a manger contacted you directly.

• Initial Complaint

  Date:10/23/2024

  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.

  I canceled my membership with them which in itself is next to impossible.
  Now I constantly get calls offering promotions to rejoin.
  I told them numerous times to stop calling and put me on the do not call list.
  Each time they tell me it is done but then continue to call.
  I blocked their number but voicemail still gets through.

  Business Response

  Date: 11/07/2024

  The Edge Fitness Clubs has taken the necessary steps to have *** ******* contact information removed from all distribution lists moving forward.

• Initial Complaint

  Date:10/22/2024

  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 been trying to cancel my membership to The Edge Fitness Club for many months. Instead of cancellation they put my account on a freeze. When I was charged a months fee I called and asked why they didn’t cancel as I requested. I was told in 2 different phone calls that I needed to email my request and someone would get in touch with me. I sent 2 emails and no response. I called the club again and was told I had to keep my subscription until December as that’s when it ended. I was told I could cancel anytime. Now I’m told at corporate offices that I must provide proof of moving. I explained I am traveling and do not have a permanent address. I was given yet another email address to send my concerns to. I just want a cancellation and refund. I’ve only used the membership 1 time so they’ve gotten money for over a year!

  Business Response

  Date: 11/08/2024

  The Edge Fitness Clubs has reviewed this complaint and the associated account. *** ******** signed up for a 12 month agreement term. In order to cancel while still within that term, proof of move, medical or military is required. Attached is a copy of her membership agreement for reference. The club agreed to allow her a short term freeze for travel purposes. This is normally only allowed if due to medical reasons and would require a medical note. However, it was granted as a courtesy gesture and her account was frozen for four monthly dues (June, July, Aug, Sept). The billing then resumed in October. All frozen time does get added to the agreement term expiration date, which pushed her fulfillment date out to November being her last payment. The membership is set to cancel with November 4th being the last billing, and she will have club access through December 3rd.

  The Edge Fitness Clubs does agree to refund the 2024 annual fee. Please allow 7-10 business days for refund processing.

• Initial Complaint

  Date:10/22/2024

  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.

  I was on the treadmill today at your ******** location and the machine stopped abruptly. This can be extremely dangerous.

  Business Response

  Date: 11/07/2024

  The Edge Fitness Clubs acted immediately on this matter at the time Ms. ********* reached out. The machine was put out of service until the facilities team could be on site to inspect it and make any necessary repairs. Ms. ********* was contacted by club management and the club filed an incident report. All appropriate steps were taken in this situation. 

• Initial Complaint

  Date:10/18/2024

  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 signed up for edge fitness in June. I signed my contract and I thought the money was coming out of my account. I logged into my account to find that my account was 188 dollars past due. My membership is only 25 dollars. One of the managers told me that I was charged my annual fee, the two months behind and 80dollarsnworth of late fee. He gets to try to explain to me that it’s in my contract. But I was in good faith believing, I was making payments, they never called and said that I was late . So I paid the annual fee and my two past moths, but I refuse to pay these 80 bucks in late charges for an account I did not know was late. These need to be removed off my account immediately

  Business Response

  Date: 10/30/2024

  The Edge Fitness Clubs has reviewed the account history for *** ******. Her original membership from 2023 was sent to collections due to non-payment in February of 2024. In June of 2024, the club *** ****** was signed up under the forgiveness plan, which wiped out all previous debt and removed her account from collections. In September of 2024 her payments began to decline. The billing company, *** ******* *********, has contacted her repeatedly via text, email and phone. There are records of all attempts of contact on her account. Therefore, no missteps have been found on either the part of The Edge Fitness Clubs or the billing company, *** ******* *********. All charges, including the late fees, are outlined in *** ******'s membership agreement. In addition, this was all explained to her in person at her local club. These are all determined to be valid charges and will not be waived. *** ****** may make payment via her online account or App, at the local club, or by contacting *** ******* *********.

• Initial Complaint

  Date:10/14/2024

  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.

  Dear Better Business Bureau,
  I am writing to share my frustrating experience with The Edge Fitness Clubs located at ***** **** *** ****** ********* **.
  After signing up for a membership,I faced significant mental health challenges related to my service in the Marine Corps, leading me to move to *********** **, to stay with a friend. Given my situation, I visited the gym about three weeks before Labor Day weekend to explain my need to cancel my membership. I was told by a staff member that the manager could waive the cancellation requirements due to my circumstances.
  I believed my membership was canceled, as I did not receive any communication or see any charges on my account. However, on October 10, I received an email from a collection agency stating that I owed $188.47. Despite my attempts to resolve this situation, I have encountered a lack of support and assistance from the club.
  This experience has been extremely disappointing, and I feel misled by the staff. I hope this feedback helps others avoid similar issues in the future.
  Sincerely,?******** ** *****.

  Business Response

  Date: 10/28/2024

  The Edge Fitness Clubs has reviewed this complaint and thanks *** ***** for his service. His account is being removed from collections, with all past due being waived, to be fully cancelled out with nothing further due. Please allow 5-7 business days to finalize.

• Initial Complaint

  Date:10/09/2024

  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 signed up to Edge Fitness with my Partner. I received special pricing for what I wanted women's only section for 12months @$24.99monthly and my partner for basic plan 9.99 monthly also 12 months. Well needless to say we never went I tried to cancel because we never used it and also later charges were more than the monthly fees,so in May was told we could not without medical proof that we could not use it . Ok I signed a contract that's fine,it is only a few more months in Aug is the end. So I get charged in Sept and on top of that I get charge the $50 late fee . I called up and was told oh your membership goes to monthly once your 12months is up until you cancel. I flipped out I said I called up and emailed months ago that should have been documented and you can not cancel me when I want but you can get monthly going without my permission after my membership is up. I was told manager would call me.
  Manager called me and said he would cancel mine and reach out to corporate to see about getting me refunded, then next day another late fee and monthly fee was taken out. I reach out again and was told that they signed my partner up for a promotional plan with special pricing for 2 yr he can not cancel and that they cancelled mine, NO I signed us up same time he received the Basic no special promotion for 2 yrs. ANd when I said why are you all not going and telling *** to stop withdrawing money they said you need to contact them. I DID SIGN UP WITH THEM I SIGNED UP WITH EDGE FITNESS. This is out right thievery and deception that they are doing and should be illegal. I have emails and documents to back this up.

  Business Response

  Date: 10/23/2024

  The Edge Fitness Clubs has reviewed this complaint as well as the account history for both *** ******* and her partner *** ******.

  The cancelation policy is detailed out on the membership agreements as well as on the company's website -*************************************************************************. All cancelations are to be sent via email with 30 day notice to the billing company, *** ******* *********. The records show that *** ******* was also a member in the past and had cancelled her membership previously. This process has not changed. 

  There is no record of any request or inquiry to cancel until October 2024. Therefore the requested amount for refund has not been approved.

  The Edge Fitness Clubs did agree to refund the annual fee to each membership, as well as waive the 30 days notice to cancel the accounts immediately with nothing further due. In addition, The Edge agreed to cancel *** ******'s in line with *** *******, thus not holding him to the 24 month term for which he signed up for.

  In order to consider any additional refund, proof of a prior cancel request must be provided to *********************************.

   

   

   

   

  Customer Answer

  Date: 10/24/2024

  I have also spoke with *** regarding this matter have you check there records. You manager at Edge fitness also text me regarding this matter. I will be reaching out to my Phone service to retrieve the phone data to send. What you are stating is a Lie and extremely unprofessional. It is a real shame that is what you do to your customers. Do not worry I will obtain the information and I will not only share it here for you but also social media so people can see how this company really treats their members. 

  Thank you Have a great day 

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

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

  Customer Answer

  Date: 10/24/2024

  I have not received a refund for anything nor was I told that a refund would take place. PLease provide proof of this statement. 

  Business Response

  Date: 11/08/2024

  The refund of annual fees for both memberships has been processed. The refund to ****** ******'s account was processed by the  billing company, *** ******* *********, on 10/24/24. The refund to ****** *******'s account was processed by the local club on 10/31/24. Both refunds were processed back to the original form of payment.