Complaints

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:06/20/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Fianc booked tickets for the climb, her mom and I booked general admission to see her climb. Her climb was interrupted by weather. We asked to rebook her climb, and our general admission tickets since she cant go by herself (we are visiting from *********). The manager refused to accommodate rebooking our general admission tickets because we had already experienced the edge. He also refused to give his name and gave us a generic number to a hotline and said my name is the hotline number. Unacceptable, unprofessional and he was rude with unsatisfactory customer service. He was the manager on-duty on Saturday at 6 pm (*************************). Noteworthy, my fianc had offered to pay and not reschedule the experience despite her not receiving the full experience if she could just receive the video it comes with. They refused and explained they cannot release the videos because she didnt complete the full experience.

  Customer Answer

  Date: 07/16/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Edge regarding complaint ID ********.
  
  Sincerely,
  
  ********************
  

• Initial Complaint

  Date:04/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 has been very frustrating since last August/September 2022 when the Sky **** Class staff at the Edge at ****** Yards cancelled me out & never bothered to put me in a make up class & refused for some time to refund me back my money. But now, there is a real issue between me & this business that I must now report with all the evidence attached. They host yoga classes in the Spring/Summer time with ************ is always extremely hard to get/purchase m tickets to this particular event. I technically should have heard from the Edge back in late 2022 when in two separate occasions refused me to take me to fill in a spot in case someone did not show up for the ************* told me someone would reach out to me to make up for the inconvenience & the information I was given at the time. And when I was able to get a ticket on my birthday month, cancelled my class, they never bothered to put me in the next available class, never updated me about that status & were going to keep my money until I called them about it. So now I was in the queue today for about 25 mins and when I was finally let in on the site, all the spots were sold out. The tickets probably sold out within minutes, yet they still kept me and others in the queue. Screenshots are available for that. Absolutely ridiculous & a waste of time how they conduct this. The Edge needs to do better with program and have more classes available if it is so popular. They only have it for 3 days in the whole month until Fall comes.

  Customer Answer

  Date: 05/23/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Edge regarding complaint ID ********. I would like the BBB to reach out to the higher *** involved. On top of that, I will open a BBB complaint with Equinox, since they are involved with this as well. Thank you. 
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:10/26/2022

  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 am in the process of redeeming 4 gift vouchers (which do not expire until ****), but am being told I need to pay $8.70 more because the rates went up in 2022. The vouchers themselves do not have a dollar amount on them; they merely show the experience they are to be redeemed for. The terms and conditions (T&C) on the vouchers themselves, as well as on ****************************************, indicate no such upcharge unless the vouchers are redeemed for tickets during a sunset time (which 1pm is not the case here). Also missing from the terms is the fact that there are peak times during the year which require an additional upcharge (aside from the aforementioned sunset times), so we weren't able to go during the summer months without having to pay THAT upcharge too. While it is true that the vouchers were purchased last year, there is no mention in the T&Cs that we would have to pay any price differential between the purchase date and the time the vouchers are redeemed. Would they have issued a refund for the difference if prices went down during that time?Desired resolutions:1) I would like to complete our visit to the Edge without having to pay any additional fees on 11/5 at 1pm (I am currently waiting for supervisor to call me back regarding this).2) I would also like to see refunds made for anyone else who was "coerced" into paying a pricing difference for redeeming a gift voucher during a peak time and/or after prices went up after the vouchers were purchased; because both of these conditions would have been unknown at the time of purchase (not to mention redemption).3) I would like the items addressed in #2 removed outright from the Edge's unwritten "policy" OR less preferably have the T&Cs updated to include (warn) purchasers of gift vouchers of these (currently unwritten) restrictions OR stop selling gift vouchers and sell gift cards for "dollar amounts" instead, which would then be subject to then current T&Cs and pricing.

  Customer Answer

  Date: 11/05/2022

  Better Business Bureau:
  
  ****** Yards has resolved my case by not charging the additional $8.70 when my family and I went to visit The Edge today (11/5/22) and they threw in a free photo,as well. This is in reference to complaint ID ********. I find that this resolution is satisfactory to me and the matter has been resolved in my individual case. That is not to say that they have taken measures to prevent this issue from happening to others, although I did ask that they review, change, and fully disclose their gift voucher policies. 
  
  Sincerely,
  
  ***********************************