Complaints

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

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  Edge Fitness Club

  50 Boston Post Rd Orange, CT 06477

• 

  Edge Fitness Club

  542 Westport Ave Norwalk, CT 06851-4431

• 

  Edge Fitness Club

  2300 Dixwell Ave Hamden, CT 06514-2108

• 

  Edge Fitness Club

  41 Monroe Tpke Ste 43 Trumbull, CT 06611-1315

• 

  Edge Fitness Club

  100 Newtown Rd Danbury, CT 06810-4193

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

• Initial Complaint

  Date:06/07/2024

  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 used to go to the Edge after a fall at work my toes became completely numb Because I damage my last disc L5 underneath the 4 titanium plates that I already had placed in my back 2020. I have been paying but today I call to tell them the reason I haven not been coming is because I do not have feeling in my toes and I am wobbling and a fall precaution. She told me I need to bring in my medical records and a Dr. note. I asked have you heard of HIPPA and I am sure that is against that is against people with Disability . Many be I am over thinking this because No way In Hell I am bring them my medical records. I have not been back to the gym. I am waiting to see my surgeon, but I don’t feel so I need to pay for something. I cannot even use at the present moment.

  Business Response

  Date: 06/19/2024

  The Edge Fitness Clubs has reviewed this complaint and the associated account. In order to cancel while still within the agreement term, proof of move, medical or military is required. The medical note does not have to include any personal health information. It only needs to state that Ms. ******* doctor does not recommend that she use the gym for a period of 6 or more months. This policy is outlined on Ms. ******* membership agreement as well as on the company's website: *****************************************************************************

• Initial Complaint

  Date:06/03/2024

  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.

  In August of 2024, I requested that my Edge fitness membership be paused. I was outside of the contract guidelines, so I should not have been charged my monthly fee. They continued charging me for 3 months before they stopped billing in November; at $31.89/mo ($95.67). In November I received a final notice billing statement showing an amount due of $266.83. I immediately replied requesting an itemized statement and re-requested my membership be placed on hold. I also went to the website to place my membership on hold again. They replied on 11/14 with a ledger of payments I had made since the beginning of my contract. I then re-requested an itemized statement as this did not show the list of charges. I received a reply stating that it would be sent in 3-5 business days, however, it was never sent. Additionally, they continued to send me letters requesting a higher amount than was owed, it went up to $350.87. On 1/16, I sent a dispute letter to ***** *****, which is the collection agency they forwarded the debt to. I also forwarded this letter via email to the company and [email protected]. I received no reply. On 4/5, I received an email from Dylan M***** stating that I could take my membership off hold through the Edge forgiveness program which would eliminate the past due balance. That gym location is now 2 hours away, so I couldn't get down there to restart with him. On 6/1, I went into the *********** ** location to complete this process but was told that I would have to start a new membership agreement for a minimum of a year and the balance was not forgiven and was still in collections. I am extremely frustrated with this process. I did not want to commit to a year, but I did and additionally I've lost the thousands of points that I accumulated from previous memberships that I earned and would like back in my account.

  Business Response

  Date: 06/19/2024

  The Edge Fitness Clubs has reviewed this complaint and the associated account. There is no record of a freeze request from August, therefore the account did continue to bill. The charges were declined, the account became past due, and eventually was sent off to collections when the balance was never paid. 

  The local club did assist *** ***** by signing her up under the forgiveness plan. This does remove the collections status and forgives the past due amount. However, it does require an agreement term of 12 months. 

  If *** ****** would like to dispute this, she will need to provide proof of a freeze request from August to account for the months that the membership was past due. *** ****** is advised to email this directly to The Edge Fitness Clubs' member experience team at *********************************.

  Customer Answer

  Date: 06/19/2024

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

  1) I’ve attached proof of the request for freeze which was from November.
  

  2) The response still does not address proof of debt as I have requested multiple times before. Even if I did not pay dues in September and October before the freeze, the amount sent to collections is 5X what I would have owed for 2 months. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 06/28/2024

  The Edge Fitness Clubs stands by the original response. There is no proof that a freeze request was sent for August 2023 (which is when the account went delinquent). All of the attached provided by *** ***** is dated several months later (November 2023).  There is no record of a freeze request from August, therefore the account did continue to bill. The charges were declined, the account became past due, and eventually was sent off to collections when the balance was never paid. The local club did assist *** ***** by signing her up under the forgiveness plan. This does remove the collections status and forgives the past due amount. However, it does require an agreement term of 12 months. If *** ****** would like to dispute this, she will need to provide proof of a freeze request from August to account for the months that the membership was past due. *** ****** is advised to email this directly to The Edge Fitness Clubs' member experience team at *********************************.

• Initial Complaint

  Date:06/03/2024

  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 requested my membership be canceled at the end of March 2024. I received a notification from their company on April 4, 2024 with an additional address to sent my Request for cancellation again to the email address provided forwarded that address my request for cancellation. I continued to to have attempted to my bank account, I sent another request and titled it second request for cancellation only to receive an email stating that they did not receive my initial request and that my account would need to be current as there were now late fees in additional charges placed on the account. I advised them that I would not be paying additional fees as I originally asked for my membership to be canceled March 30 of 2024. I continue to get an email stating that they would not be able to waive the fees because the account needed to be current and that they did not receive my request for cancellation . Even when I provided a screenshot of an email dated April 4, Acknowledging my request to cancel with the email address to send my cancellation. After sending the request again, I received on April 8 A request for survey survey regarding my experience with edge fitness. I disregarded the survey and thought nothing else of it until I saw my account continuously attempting to be debited for this membership that I have to canceled. I sent a second request for cancellation to which they responded. They never received I have provided them a medical note which prompted my cancellation request. I even offered to pay for one in the amount of $37 which would be compliant for their 30 day notice even though they policy states 30 day notice is not needed with medical documentation. They continue to disregard this request and say my account needs to be current, which it was at the time the initial request was made . I should not pay for a clerical error on their behalf, especially with proof thereof the initial request made and medical documentation which no one asked about.

  Business Response

  Date: 06/19/2024

  The Edge Fitness Clubs has reviewed this complaint and the associated account. There is no record of Ms. ***** sending in a cancelation request until the end of May. At that time her account was already past due. It is currently past due since April. The screenshot email she provided was from the club manager providing the information Ms. ***** would need to cancel. However there is still no record of her sending that email to the billing company, *** ******* ********s, as directed. However, now that Ms. ***** has provided a medical note, The Edge Fitness Clubs agrees to waive all past due and cancel.

• Initial Complaint

  Date:06/03/2024

  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 tried to cancel multiple times they charged my account several times and will not remove it....i want this account closed

  Business Response

  Date: 06/19/2024

  The Edge Fitness Clubs has reviewed this complaint and the associated account. There is no record of Ms. ****** requesting a cancelation. However, since she is still within her agreement term, cancelation would require proof of move, medical or military. Attached is a copy of Ms. ******** signed membership agreement for reference. The Edge Fitness Clubs has set up a pending cancelation upon completion of the membership agreement term. There are 4 payments remaining to satisfy this agreement. The last payment will bill on September 30th and Ms. ****** will have club access through October 29th. If Ms. ****** wishes to cancel sooner, proof of move, medical or military is required. Here is a helpful link from the company's website with the necessary information on how to proceed: *************************************************************************
  
   

   

• Initial Complaint

  Date:05/30/2024

  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.

  I'm having an issue with Edge Fitness regarding cancelling my account and the billing amount. I asked to cancel my account as of 2/12/24 since I no longer lived in the ******* area which I moved in August of 2023 to *********. I spoke to *** ******* on 2/12/24 and spoke to a gentleman regarding cancelling my account. He sent me an email which I have from Member Request stating "Please reply to this email to cancel your account" which I replied back to do so, and we agreed on a $55 cancellation fee over the phone which they were to bill me for. Today, I get an email from **** ******* *****, which is a collection service, Acct #*******, asking me to pay $190.68. I called **** ******* ***** to ask why the amount as we agreed to $55, and the women on the phone states that since Edge Fitness ask's that you mail in your cancellation that they will not take the email I have as cancellation which is bad business practice.

  Business Response

  Date: 05/31/2024

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Mr. ***** made his request to cancel on 2/12/24. At that time his account was past due for both his December and January club dues of $16.99 per month. All cancellations require 30 day notice, therefore he was also responsible for his upcoming February dues of $16.99. Mr. ***** was advised that he would owe $50.57 (the total of these 3 months of dues), in order to finalize the cancelation. These charges were never paid, and therefore the membership cancelation was not finalized. The billing company reached out to Mr. ***** repeatedly over the course of a few months before eventually sending the account off to collections. 

  No missteps were found on the part of The Edge Fitness Clubs, or it's billing partner *** ******* Solutions.

  However, The Edge is willing to help Mr. ***** out of collections and to finalize cancelation, if he is to pay what he originally owed, $50.57. Payment will need to be made via the local club. If Mr. ***** is no longer in the area, he may do so over the phone. Once payment is made, Mr. ***** is advised to send an email to ********************************* so that a team member can assist with the collections status and finalize the cancelation.

• Initial Complaint

  Date:05/22/2024

  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.

  FINISH MY UNIVERSITY GRADUATED ON MAY 4,2024 ,MOVE BACH HOME IN ** THEY DON'T WANT TO CANCEL MY MEMBERSHIP . THEY KEEP ASKING FOR DIFFERENT DOCUMENT . END OF LEASE ITS MAY 25,2024

  Business Response

  Date: 05/30/2024

  The Edge Fitness Clubs is always willing to be as fair and flexible as possible with college students who need to cancel, whether due to moving away to school, or moving back home after graduation. The proof provided has been approved and the membership is set to cancel with nothing further due. Ms. ******* does have club access through June 27th, should she be in the area and wish to use the club.

• Initial Complaint

  Date:05/16/2024

  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.

  The edge fitness manipulated my the 16 year old daughter to enter into a contract to go to the gym. They convinced us they she needs her own account instead of use mine which allows a guest. We requested to cancel the membership in dec 2023. I attached the email that says it will be canceled. I got a call a month ago saying she owes over 400 and the account is in collections. They said the only way I can cancel is to enter another month to month contract and cancel it immediately and pay $50. I refused to do that. I don’t want to do business with them. I feel like this is unlawful and manipulative and abusive. They will not cancel her account even though we fulfilled their 1 year commitment. The fees keep wracking up. The said they tried to call but she was underage at the time and she doesn’t answer unknown phone calls. The email they have is also incorrect. Please help me resolve it by clearing her account to a zero balance and helping me cancel it without having to open a new account.

  Business Response

  Date: 05/30/2024

  The Edge Fitness Clubs has reviewed this complaint and the associated account. ****** are not eligible for membership without parental consent. Attached is Ms. ******* signed membership agreement. In addition, Ms. ***** would have needed her own membership as guests are only allowed to attend with the member, not on their own, and would not be eligible for classes or any additional club amenities.

  Per the document that Ms. ************ attached to this complaint, one final payment for the December 2023 dues was required for cancelation. This payment was never made, which is why the cancelation was never put through. The outstanding charges continued to build up and the billing company did reach out many times over the course of several months before the account was eventually sent off to collections.

  The local club has offered to assist in getting the account removed from collections, have all outstanding charges waive, and cancel the account with nothing further due, once the final payment for December 2023 dues of $39.99 is paid. Payment may be made at the local club. 

  Once payment is made, Ms. ************ may contact ********************************* to finalize.

   

  Business Response

  Date: 05/30/2024

  Attached membership agreement

• Initial Complaint

  Date:05/13/2024

  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’m trying to cancel this gym membership as I am no longer living in the area and that was the agreement made when I signed up. I have written numerous emails stating I need to cancel the membership. And I have provided my current address.
  Please cancel immediately 5/12/2024.

  Business Response

  Date: 05/30/2024

  Ms. ******* (and her parents) have contacted The Edge Fitness Clubs to cancel her membership, while still within the initial agreement term period. Ms. ******* explained that she was attending school in the area of the club and has now moved backed home with her parents, which is not near any of the Edge locations. A member experience specialist has been in contact and offering to assist with the cancel request. College students who are either leaving home to go away to school, or leaving school to go back home, would not have the standard required proof of move as outlined in the membership agreement contract. Therefore, the member experience team will help by accepting proof of either heading off to school, or moving back home away from school. The team assists students in this situation routinely by accepting an alternate proof of move such as graduation info, class schedule, proof of enrollment, proof of departure, etc.

  The *******s have not provided any such form of proof to cancel. Instead, they communicated that they will have ***** get an updated driver's license to show the change of address. In response, the team offered to place a one month courtesy freeze on her membership in order to give them extra time to get the license. Once the newly issued license, or the original requested proof of move is provided, The Edge Fitness Clubs' member experience team will be able to proceed with the requested cancellation. 

  The Edge Fitness Clubs has gone above and beyond to assist with this request.

   

   

• Initial Complaint

  Date:04/29/2024

  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 cancelled my membership back in 2019. Since then I have periodically received emails from Edge fitness threatening to put my account into collections for past due amounts paid. Each time I received these messages I called the club where I was a member, they agreed I had cancelled in 2019 and they would take care of the problem with the account. Today I am still receiving messages threatening to turn my account to collections unless I pay a slightly reduced forgiveness rate or rejoin the club at a highly reduced fee; by even suggesting I could rejoin the club is an admission that I am not currently a member. I consider this badgering and a form of harassment and I told the manager of the club this. He proceeded to then hang up on me. His name is Tyler and he is a manager at the Media, PA store. I would like my account once and for all cleared in writing. Furthermore, if this has been turned over to collections, that should be cancelled as well. It is clear this is a tactic that the club uses to harass people into rejoining the club as I see many other BBB complaints about a similar situation. I also suggest the Edge change its policies so former club members are not harassed routinely.

  Business Response

  Date: 05/15/2024

  The Edge Fitness Clubs member experience team has already resolved this matter directly with Ms. **********

• Initial Complaint

  Date:04/26/2024

  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.

  Followed steps on website to cancel my membership. Email was sent on 3/19/24 at 3:23 PM. I received a reply email, also on 3/19/24 at 3:23 PM stating they received my email. I was charged for my March, 22nd which was to be my last payment.
  
  I was charged 4/22/24 for $31.89. I called *** ******* on 4/23 to dispute charge as I canceled my membership. The woman I spoke to said “they never received email” I told her, I had proof they did because I received an email confirmation. She told me to forward emails to show proof, so they can take care of the situation. I told her if I did not hear back within two days, I was going to file a complaint with BBB. I forwarded emails on 4/23/24 at 1:15 PM and received a reply back also on 4/23/24 at 1:16 PM that they received my email.
  I would like my refund for the month of April and to make sure my membership is canceled.

  Customer Answer

  Date: 04/26/2024

  My response to the Edge Fitness.

  Business Response

  Date: 05/28/2024

  The Edge Fitness Clubs has reviewed this complaint and the associated account. The matter has already been resolved by their billing company, *** ******* Solutions. Ms. ****** membership has been cancelled and she was issued a refund for the extra charge.