ComplaintsforEdge Fitness Club

• Initial Complaint

  07/10/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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. 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  06/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  Business response

  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

  05/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  05/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  05/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  05/30/2024

  Attached membership agreement

• Initial Complaint

  05/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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.

   

   

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