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.
74 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:10/07/2024
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.
Hello,
I wanted to reach out because Edge Fitness continues to refuse to cancel my membership after I have continuously tried to do so but they keep saying that I cannot because I will need a military leave, I would need proof of moving out, Etc. I am currently in college and I cannot afford to pay 30 dollars a month for this. But they continue to charge me after months of me trying to cancel. I would like to try to resolve this cancellation process and also get a refund of the 120 total dollars they have charged me.
Business Response
Date: 10/23/2024
The Edge Fitness Clubs has reviewed this complaint and has not found any missteps on the part of The Edge Fitness Clubs or the billing company *** ******* *********, (which is who *** ** ** **** was communicating with). *** ** ** **** signed for a 24 month membership agreement in May of 2024. This agreement is attached for reference. In order to cancel while still within the agreement term, proof of move, medical or military is required. The Edge is very flexible with college students who are residing away a school and therefore too far away from the club to use the membership. In addition to all of this information being detailed out in the membership agreement, it is also posted on the company's website for public viewing: **************************************************************************
*** ** ** ****'s account has been past due since July and is currently in collections.
If *** ** ** **** is able to provide proof of enrollment away at college, more than 15 miles away from any Edge club, the member experience team will be able to assist him with the both getting the account out of collections, as well as getting the membership cancelled. He is advised to send proof of enrollment to *********************************.
Initial Complaint
Date:10/04/2024
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.
High pressured sales of personal training services with start of gym membership. Deceptive billing practices. False promotions. Difficulty receiving promised refund. Additional charges once account number obtained despite declining personal training services, requesting refund, and being promised refund by Salesman and Management.
Business Response
Date: 10/16/2024
The Edge Fitness Clubs has reviewed this complaint and found that the matter has already been resolved by the local club.
Customer Answer
Date: 10/16/2024

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:10/01/2024
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 want to file a complaint to let you all know that I signed up for personal training sessions and the trainer at the time did not show the contract to me, which is costing me an extra $415.

The trainer chatted me up during out meet-up and had me "sign" on the pad. He verbally told me that the initial "minimum was 8 weeks" and that he would "check in with me at the end of those sessions to see if I wanted to continue." So I gladly paid $415, thinking that I was only going to have to pay for $415 one more time. I thought I was going to have agency, as he made it sound. According to our discussion, I was signing up for 8 weeks and then we'd see, or at least that's what he made it sound like. Well, I now come to see that according to the WRITTEN document, this was a membership agreement. I gave notice that I didn't want to continue past the 8 weeks, not being aware that I had to give a "30-day notice" to cancel. Now they're making me pay ANOTHER $415 for sessions I do not need or want. That's not small change, folks. In this economy, it feels predatory. I told the trainer this was bad business. He said "he was very transparent about it and that he's going by the contract."

In summary, this complaint is about shady signup practices for personal training sessions. What he said verbally was not what the contract said. He did not disclose the contract on a screen or in print at the time I signed up. I received an email after I signed, which I fished out months later. I should have checked every bit of small print. But that still doesn't make shady practices right. Buyers beware.
Business Response
Date: 10/16/2024
The Edge Fitness Clubs has reviewed this complaint and finds the matter to have already been resolved by the local club.
Customer Answer
Date: 10/16/2024

Complaint: ********

I am rejecting this response because: It was not "resolved at the local gym." I was not refunded (they denied the request) and I am still waiting for confirmation that I will not receive additional charges.

Sincerely,

***** *********
Business Response
Date: 10/24/2024
The Edge Fitness Clubs has reviewed this response. All cancellations do require 30 day notice, per the personal training contract. A copy of this signed contract is attached for reference.
*** ********* texted Luis on 8/31/24 to cancel her services. Therefore, her September 14, 2024 bill was her last responsible payment. The services have been cancelled moving forward and she was not charged for an October bill. *** ********* has since put in a cancelation of her membership. However, The Edge Fitness Clubs is willing to give her a free one month membership in order to use her remaining training sessions. If she does not wish to use them , she may also transfer them to a friend or family member. *** ********* is advised to contact the member experience team at ********************************* to facilitate.
Initial Complaint
Date:09/26/2024
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 for 1 month (8 sessions) of personal training with The Edge and even have the receipt saying that it expires 6/1/2024. I called the club 5 times on 5/20/2024 to cancel personal training and no one ever picked up. I tried again on 5/22/2024 and finally spoke to a gentleman who took my name and info down and told me he would “have that handled” for me. Since then, they have charged my credit card $219.99 on the first of every month for the last 4 months. It’s a credit card I don’t use regularly, so it wasn’t until September when I realized. I called the club immediately and they told me to email corporate and there was nothing they could do. I emailed corporate the next day with an email address that they gave me, still no response. I disputed it with my credit card company since I have the literal receipt saying that it expires 6/1/24 yet somehow I was still charged $219.99 on 6/1/2024, 7/1/2024, 8/1/2024 & 9/1/2024. I spoke to a manager at the *********** ** club that I’m a member at, and explained the situation, he said he would do what he could but there wasn’t much he could do since it’s a corporate company. He said he’d call me back the following day to follow up, which he did not. I signed up for 1 month and have a receipt from 4/1/2024, which shows an expiration date of the personal training, yet I was repeatedly charged even after speaking to a staff member and ensuring that it was cancelled. This gym makes you sign predatory contracts that make it nearly impossible to get out of. I’m still out $880 and have no services rendered. I have taken the necessary steps to dispute this with my credit card company and upon first reviewing, they favored with Edge, stating there was no documentation uploaded (there was, that was a whole other issue). I have since resubmitted everything, and am awaiting a decision.
Business Response
Date: 10/16/2024
The Edge Fitness Clubs has reviewed this complaint and the associated account. PT services are recurring and do require 30 day notice to cancel. Attached is a copy of Ms. ************** signed contract for reference. She was billed May-September successfully, then disputed the charges. When her bank reversed her dispute and deemed the charges as valid, those invoices all reposted on 9/27/24. The club did agree to help Ms, ************ out by cancelling the services moving forward without holding her to 30 days notice. However, all the charges are valid and the sessions are there for her to use when she is ready to schedule.
Initial Complaint
Date:09/26/2024
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 went into the establishment to become a member of their gym, as my prior gym closed. I tried the facility and thought the gym would be a good fit. However, the distance of the gym is now becoming an issue, and another closer gym has opened. I spoke with the staff on site to attempt to cancel my membership. Instead of an immediate cancellation or a prorated/cancellation fee. I was told that I have to complete the remainder of the contract. I read through my contract and noticed the business uses initially vague and misleading language around cancellation.
Business Response
Date: 10/03/2024
The Edge Fitness Clubs has reviewed this complaint and the associated account. Attached is a copy of *** ********' membership agreement for reference.
The Edge Fitness Clubs is very transparent about the membership terms and cancelation policy. All terms are detailed in the membership
agreement, so that it will not come as a surprise to members. Furthermore, this info is posted on the company's website for public access for anyone to review before enrolling: **************************************************************************************
In addition, The Edge Fitness Clubs also offer open ended, no contract, membership options for added
flexibility.
*** ******** enrolled for a 12 month agreement term and is therefore responsible for all payments to fulfill the term, unless he is able to provide sufficient proof of move, medical or military.
The Edge Fitness Clubs agrees to remove the auto-renewal so that the membership will cancel out fully upon completion of the agreement term on 5/11/25.
Customer Answer
Date: 10/04/2024

Complaint: ********

I am rejecting this response because: While looking through the contract., Under the section titled Promissory Note. In bold letters the contract states" My membership will continue for successive 30 periods until written notice of termination of said agreement is received by *** ******* ***** ***." The document then goes on to clarify the timeframe of terminations. The wording suggest that members can terminate a contract once *** ******* receives a written notice of termination.

Sincerely,

******* ********
Business Response
Date: 10/16/2024
Please refer back to the Promissory Note. *** ******** has only listed a portion of what it states. It does clearly state that the 30 day notice to cancel is only AFTER the indicated number of payments have been satisfied. It also states that he promises to pay the indicated number of payments. The Edge Fitness clubs therefore holds firm to the original response.
Customer Answer
Date: 10/16/2024

Complaint: ********

I am rejecting this response because: it is clear that we disagree about the content in the promissory note. I think it is time for me to seek arbitration. The wording in the document under promissory note seems misleading. If you are giving me your official rejection. I will see you in arbitration.

Sincerely,

******* ********
Initial Complaint
Date:09/04/2024
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.
On June 25, 2004, I went into the Edge in ******* ** and asked if I could change my membership for 2 months so I could use the ***** location also. The lady said yes and changed my membership and flipped a table around and said to just sign it and I did. She did not tell me that I was signing a new one year contract. I knew I was leaving for college at the end of August and would not be using this gym while I was away at school.
When I then tried to cancel my membership at the end of August I was told I can't because I signed a new contract. I then sent them information that I moved to ******** to college but then they said I can't cancel because there is an Edge 6.4 miles away from my address at school. I have no car. I am an 18 year old freshman in college. I can't afford to pay $30 a month for a membership that I am not even going to use for the next 10 months.
I feel that the Edge has taken advantage of me and my situation. I tried calling the club and the billing company.
I would like my membership canceled.
Thank you.
****** *******
Business Response
Date: 09/12/2024
The Edge Fitness Clubs has reviewed this complaint and finds that the local club has already agreed to honor the cancelation. All cancelations require 30 day notice, therefore based on the date Mr. ******* provided his proof of move, his last responsible payment was for his 9/10/24 dues. His membership is set to cancel with nothing further due. The Edge Fitness Clubs does offer both open ended memberships as well as short term student plans, that Mr. ******* is advised to take advantage of if he wishes to have a membership while home from college.
Initial Complaint
Date:07/22/2024
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 had signed up for 3 months of training sessions in 2023 and cancelled at the appropriate date. Conveniently, their computer system was “down”, but they assured me I would not be charged in November of 2023 since I cancelled on time. I was charged $338.99 in November of 2023. They continually dodged my calls asking for my refund. I have proof of cancellation stating my last payment was 10/26/23. I filed a dispute with my credit card and received a refund that way. Only after I filed a dispute the manager of the gym called me. Even though I received my refund from my credit card company and the gym assured me the amount was taken off my account it continued to cause me issues. I was locked out of certain parts of the gym I PAID FOR with my membership because my account showed a “late payment” because the manager did not remove this charge from my account clearly. Now it is July 2024 and I cancelled my membership at the appropriate time with this month being my last payment. However, I got charged with a $338.99 training charge. Presumably because the gym NEVER removed this “late payment” from my account. When I called to ask them to refund this amount and ensure my account was actually canceled the front desk girl was extremely nice, but she transferred me to Cameron who was extremely dismissive and rude. He said that he had no idea what I was talking about and claimed he did not see a charge posted on my account and I should file a dispute with my credit card. Clearly, this gym is just trying to pull one over on their customers and trap them into spending money for services I didn’t even receive since I cancelled my training sessions ON TIME AND HAVE CONFIRMATION OF THIS.
Business Response
Date: 07/23/2024
The Edge Fitness Clubs has reviewed this complaint and agrees with Ms. ****. Her last responsible payment for training services was to be her October payment. Due to system outages, the cancel could not be processed in time and she was then charged for November. The club initiated a refund which could not be fulfilled because Ms. **** disputed the charge with her bank. At this point, the club believed the matter to be resolved when her bank reversed the charges. However, at some point in July, her bank closed the dispute and did a chargeback.
The Edge agrees to refund Ms. ****. She is advised NOT to dispute the charges, as this will only prevent the refund process. Ms. **** is advised to send an email to [email protected], to verify her current mailing address. Once she sends this email, The Edge Fitness Clubs will issue her a refund check for $338.99, to be mailed to that address.
Customer Answer
Date: 07/23/2024

Complaint: ********

I am rejecting this response because:

Your manager Cameron told me to file a dispute with my credit card company and I already did. You can give me my refund through Discover. I am sure they will be in contact with your business.
Also, I only filed the initial dispute in December due to your employees continually dodging my phone calls for WEEKS. I received an email in January from ******** confirming my dispute was resolved. So, I am being charged this again because someone on your side did not remove this amount from my account and your system charged me a false balance once I terminated my membership.

Sincerely,

****** ****
Business Response
Date: 08/07/2024
Please refer to attached screenshot of Ms. ****'s billing history. Due to the filed dispute, the November charges were never collected. The pending charges have been fully cleared out. There will not be any further charges and no refund is due since October 2023 was the last amount collected.
Initial Complaint
Date:07/15/2024
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.
The Edge Fitness gives out predatory and unfair fitness agreements in order to use their facilities. I’m trapped paying for my subscription for the next 6+ months with no way to escape the cost. They’re completely unhelpful in allowing me to cancel or giving me any other options, even though I’ve stopped using their services.
Business Response
Date: 07/23/2024
The Edge Fitness Clubs has reviewed this complaint and the associated account. No missteps were found on the part of The Edge Fitness Clubs. Mr. ********* signed for a 12 month term membership. The cancel policy is clearly stated on his membership agreement contract, as well as on the company's website- *************************************************************************
Mr. ********* was a member in the past and therefore was aware of the cancel policy prior to signing up again in 2024. Additionally, he had a grace period upon signing, where he could have cancelled for any reason.
Customer Answer
Date: 07/25/2024

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:07/10/2024
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 month to month membership with Edge after the initial agreement had been fulfilled. I completed a cancellation request form on 8/28/23 because I was pregnant and was no longer using the gym and did not want to freeze the account because of the same reason. I was told one more payment needed to be made and that's fine, my card was on file and I was never late on any payments before. My debit card number changed and I honestly completely forgot about that last payment. I received a text saying I had a balance on collection for that one month, I made the mistake of not paying right then and there but never heard back or heard from Edge itself saying that because of that last payment, the cancellation was voided and I was getting charged monthly as well as late fees. Now I get a call from them offering a "forgiveness program", I would have to join the gym again and pay the monthly 19.99 for 12 months on top of a 59.99 one time payment to "erase" the balance I have. Nowhere on the cancellation form or the contract says that if a payment does not go through after cancellation, the cancellation then it's voided and my membership goes back to active. I asked to speak to a manager or someone who can pinpoint where on the contract specifically says that and she connected me to someone named Daniel who was extremely rude and condensing towards me, raised his voice at me at some point, telling me I had not followed the steps to cancel. When I asked him to please point out to where on the contract it lets people know that if the last payment does not go through, the cancellation gets voided, he said the contract "basically implied" it. This honestly feels like I am getting conned. I can pay that last payment before cancellation, but I DO NOT think it's okay for this gym to all of a sudden charge whatever they want to charge, because the amount does not even add up, to then try to have people come back and sign up using that as an excuse.
Business Response
Date: 07/22/2024
The Edge Fitness Clubs has reviewed this complaint and the associated account. Ms. **** put her cancel in club and was provided with a signed copy of the cancel document which stated that 8/30/23 was her final responsible payment to cancel the account. When the payment was not collected, the billing company reached out to her repeatedly by phone, email and text, in regards to the past due balance, until eventually the account was sent off to collections in December of 2023. There were no missteps found on the part of The Edge Fitness Clubs or the billing company, *** ******* *********.
A copy of Ms. Pena's membership agreement contract, as well as her cancel document are attached for reference.
Although no missteps were found, The Edge Fitness Clubs agrees to help Ms. **** out by removing her account from collections and cancelling, once she makes the original required payment of $39.99. She may make payment at the local club and then send an email to ********************************* to finalize cancelation.

Customer Answer
Date: 07/24/2024

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. Even though I agreed I owed $39.99 and not over $300 like they were trying to charge me. I will gladly pay what I owed.

Sincerely,

***** ****
Initial Complaint
Date:06/21/2024
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 am writing because I signed up with Edge fitness ******* ** in 2014. I stopped going to the gym prior to Covid 19 in late 2019 because I relocated. For the last 5 years I have been getting charged a monthly fee and annual fees for a membership that I did not need. I called the club in ******* ** in April 2022 and advised that I moved and that it was difficult to make to the gym and I unfortunately had to cancel my membership. I was told that I needed to send an email. I emailed the club back sometime in August of 2022. My membership was never canceled and I kept getting charged every month. I again contacted the club in Meriden in 2023 to ask that my membership be canceled and I was told I sent the email to the wrong department and it needed to go to their corporate email address but person I spoke with told me that he didn't know the address and I should call back the next day. I finally called in January 2024 and insisted that it be canceled. I was giving another email address and I sent an email in February 2024. I finally received confirmation that my account was canceled but I was still getting charged. I stopped payment with my bank the following month. I received a call from the club on 6/19/2024 asking me if I would consider joining at a lower rate. It was then I was told to a 3rd party, *** Fitness, who would explain the billing. I called *** Fitness only to realize that they had a balance on my account and that my account was sent to collections.

I am asking that my account is refunded for Jan, Feb and March 2024. I am also asking that my information be removed from collections. Thanks for your assistance
Business Response
Date: 06/28/2024
The Edge Fitness Clubs has reviewed this complaint and the associated account. On 3/8/24 *** ****** sent in a request to cancel. There was no previous cancelation request on record. Per the terms of his membership agreement, as well as the cancelation procedures posted on the company's website, all cancellations are required to be sent in writing (email), with 30 day notice, to the billing company, *** ******* *********: *************************************************************************
When *** ****** sent in his request to cancel, the billing rep advised him that his final payment would be his March 30th dues, and that he would also be responsible for his February dues, which were past due at that time. *** ****** was advised that he would need to make payment in order for the cancelation to go through. The payment was never made. Therefore the cancel did not complete and the account continued to go delinquent. *** continued to reach out to *** ****** via email, text and phone to alert of the past due balance and delinquent status of his account, before eventually sending the account off to collections in June.
Once the account was sent off to collections, *** ****** then reached out again and the local club assisted him with a forgiveness plan to get him out of collections, which also waives all the upfront fees, lowers the monthly payment, and no dues until
August.
No missteps on the part of The Edge Fitness Clubs or *** ******* ********* were found and the matter appears to be resolved.

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Edge Fitness Club is NOT a BBB Accredited Business.