ComplaintsforEdge Fitness Club

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  05/15/2024

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

• Initial Complaint

  04/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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 response

  04/26/2024

  My response to the Edge Fitness.

  Business response

  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. 

• Initial Complaint

  04/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  So I’ve been a member of the edge fitness for a couple years and had to cancel due to a lot of issues going on at the gym and also with my mental health I was given the round around with the manager for quite a while about how to cancel and end up finding out through online that in order for me to cancel, I need a doctors note I see a psychiatrist for my mental health and gotten the letter they require in order to cancel so I brought it in and told them to give me a refund for the months I wasn’t going since they kept giving me the run arounds you can see I haven’t gone to the gym for a while and disputed with my bank and I keep getting the edge fitness sending them the contract stating that we signed the contract and we’re not gonna cancel, but I have proof of the cancellation form they refuse to give me back my money that’s the reason why I disputed with my bank also, in the back of The edge fitness contract there’s a section that says buyers rights and it states that if I bring in a cancellation form, it will cancel my contract and I would qualify for refunds, but they refuse to go by their buyers right

  Business response

  04/30/2024

  The Edge Fitness Clubs has reviewed this complaint and finds that on 4/25/24, the following email communication was sent directly to Mr. ******, along with the attached cancelation document file. There were no missteps found on the part of The Edge Fitness Clubs or their billing partner *** ******* *********. Once Mr. ****** makes his final responsible payment, he may reach out to the member experience team at ********************************* to finalize the cancelation.

   

  Hello *****,
  
  We are reaching out to you via email so that you have everything in writing.
  
  In researching your account we do see the medical cancelation taken in club.
  The signed cancelation documents is attached.
  
  When a member cancels with a medical note, the 30 day notice requirement is waived, and the cancelation can go through same day as the medical note is provided.
  Your cancelation document does state that 2/19/24 was your last responsible payment since you provided medical note on 2/21/24.
  
  That was the last payment that you were billed for. However, since you rejected it, the system then continues to bill you for it until collected.
  You are not being billed anything additional beyond the 2/19/24 dues as you should have been. It is this same charge coming across again since you have stopped the process of collecting it.
  
  If you should have any further billing questions, please feel free to reach out directly to our billing partner, *** ******* ********* at *************************** or call ###-###-####.

   

   

• Initial Complaint

  04/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hi moved to ********** due to ** issues and decided to join a gym while here. Less than 30 days later, I found an apartment back in ********* **. I provided my change of address as well as request of cancellation due to this change and have been thought no by the owner and club manager because my relocation is 14.9 miles away from another club. I mapquest, **** and ***** mapped directions that clearly shows a 15 mile distance from another club location and not the distance the club provided. I would like my membership canceled because 24 minutes is too long of a commute for a 1 hour workout. They are not providing any help or support or great customer service to understand that it’s been less that 30 days since having the memberships and I’ve gone to the gym one time since joining and now with this move it will be zero. I believe the owner and management is abusing their mailing policy to prevent cancellation. I would Like to see their calculations that shows 14.9 miles. Because I clearly can not find that.

  Business response

  04/30/2024

  The Edge Fitness Clubs has approved this cancellation. Per membership agreement cancelation policy, 30 day-notice with last dues is required for all cancelations. Therefore, Ms. ********* final responsible payment will be her 4/29/24 dues (notice to cancel was sent on 4/19/24). 

  Customer response

  05/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I did NOT receive notification of you approving my cancellation until this morning  please see attached  I kindly Ask that you waiver cancellation fees to the lengthy and exhausting processing of requesting this cancellation  I contacted customer service daily for supporting documentation of your calculation milage, I’ve contacted the Attorney General who assigned my complaint to the Department of Consumer Protection  and I’ve contacted you guys since 4/13/2024, daily  if you would like for me to attached each email correspondence as well as your response I will  Please waive cancellation fees and I will Be glad to pay the final monthly fee  this has been an unbelievable experience that does not seem fair as a client or consumer and I will always have a bad inclination towards The Edge Fitness and my word of mouth will be the same  

  
  Sincerely,
  
  **** *******

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Triple charged my account on 4/18/24. Will not give my money back even though they said it was their fault. I am in an open contract with the gym and was never informed of any price changes when changing out the gym plan. Said I had to go to my bank to dispute the charges since they cannot refund or even help me out with my issue

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  To whom it may concern, I provided notice of cancellation to Edge Fitness/*** ******* on May 31st, 2023. I called *** ******* on March 28th, 2024 to confirm why I was still being charged after the request was sent last year. I was told that they did not receive the cancellation, began to process the cancellation as of yesterday and was then told I would be responsible to make payments through April 15th, 2024. I am enraged that not only have I been making payments since last year, they are still making me pay a additional month and not refunding me backdated through May 31st. The email threatens that if it is not paid, it will be sent to a collections agency. Here is a screenshot of the original cancellation along with the account number and contact information: ******************************** I would like assistance in getting refunded for the time I have been paying after the original cancellation (approx $200 USD) . I have not been in the facility since the original notice. Thank you for your assistance.

  Business response

  04/11/2024

  The Edge Fitness Clubs has reviewed this complaint and the attachment. It is obvious that Ms. ****** did take the proper steps to cancel in May. However, it is undetermined from the provided attachment, why that email was never received. Ms. ****** is advised to forward the email to the member experience team at The Edge Fitness Clubs at *********************************. A member experience specialist will be happy to assist and resolve.

  Business response

  04/11/2024

  The Edge Fitness Clubs has reviewed this complaint and the attachment. It is obvious that Ms. ****** did take the proper steps to cancel in May. However, it is undetermined from the provided attachment, why that email was never received. Ms. ****** is advised to forward the email to the member experience team at The Edge Fitness Clubs at *********************************. A member experience specialist will be happy to assist and resolve.

  Customer response

  04/11/2024

  
  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,
  
  ***** ****** ******

  Customer response

  04/11/2024

  
  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

  03/25/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am having issues terminating my gym membership. I signed a 12 month contract in January 2024 with monthly payments beginning on February 8th, 2024. I emailed the company on 1/23/2024 to request termination of my contract. I was denied. I then emailed them again on 3/9/24 attaching a medical note explaining the reasoning for the request of termination. The letter is on letterhead, signed by medical staff with a phone number provided - all requirements met for cancellation. I again received a generic email back denying my request. According to the contract, they will cancel membership's with a doctor's note which I provided. I do no feel it is necessary to go into details about my medical condition. I have followed the steps necessary to cancel the membership effective immediately. Thank you

  Business response

  04/08/2024

  The Edge Fitness Clubs has reviewed this complaint and agrees to approve the medical note that Ms. ******** provided on 3/9/24. She will be refunded for the annual fee and April dues and the membership fully cancelled out. Please allow 7-10 business days for refund processing.

  Customer response

  04/08/2024

  
  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

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello to whom this may concern, I am writing this complain because i took my issue to the supervisor and with my bank and they both did nothing about it. I initially sign up for the gym for myself and my family, everything was going well until i got injured and unable to continue going. I talked to the manager and told him i needed to cancel my membership because it was going to be a while before i can go back, he told me they would cancel my membership all i had to do was email them a medical report with my injury information. I emailed it to them with all the information they needed, yet i was still being charged every month. I kept calling to please cancel they kept giving me the run arounds saying the manager was never there when i called, i had a broken ankle i could not go to the facility. I tried everything, keep in my bill was $60 a month with my kids included. After i thought they canceled it, boom i get a charge of $266.96 on 01/16/2024 my accounts months after i though they finally cancel it. I tried everything, please help me figure this out. I couldn't work for months and they charge me that after i tried everything. They are very unprofessionals and i would never again recommend. And this isn't even including the amounts they were charging me after i told them to cancel my account i was still getting charged for my kids membership that i told them to cancel too. Overall i was charged over 446.96 even though i told them on multiple occasions to please cancel. This is crazy. I wish i had more proof of it all because this is totally unreasonable.

  Business response

  04/02/2024

  The Edge Fitness Clubs has reviewed this complaint and finds that Ms. *********'s account was past due, she had disputed the charges with her bank and lost that dispute, which then in-turn re-billed the charges to her account. Furthermore, the account went past due again in January before eventually being sent off to a collections agency. 

  There is no record of Ms. ********* providing medical note to either freeze or cancel her membership. 

  In order for The Edge to further assist, Ms. ********* is advised to forward any cancelation requests/and or medical documents to their member experience team at *********************************. 

  Customer response

  04/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: That is total **, i talk to multiple people at front desk and they even directed me to sit down and talk to a kid at one of the little offices there and i did. And i was still charged for my kids accounts every month. Then i got a $200 charged on january of this year. 
  
  Sincerely,
  
  ******* *********

  Business response

  04/16/2024

  The Edge Fitness Clubs has been in direct contact with Ms. ********* and provided the following information at conclusion of the account research:

  Ms. *********'s original membership has a doctor's note uploaded onto the account as well as a freeze document for this. It was frozen from May 2023-August 2023. However, once the freeze ended, her payments were not made and the account was eventually sent off to collections. In addition, Ms. ********* then signed up online for a new membership in September of 2023, which also eventually went delinquent and off to collections.

  On 4/4/24 Ms. ********* was advised to provide any additional information she may have for consideration. The Edge Fitness Clubs has not received any response. 

  There were no missteps found on the part of The Edge Fitness Clubs or their billing company, ** ******* *********. 

  Ms. ********* is advised to deal directly with the collections agency.

   

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Do not join the Edge simply bercause their business and employees are EXTREMELY PREDATORY. I thought my case would be different but I joined in Jan 2024 at the **** ********, and after signing up I researched how bad their policies are. I went to cancel within my legally allocated 3 day window, and did so. That statewide law entitles me to the signup cost and fees (which I got overcharged on). The employees promised me there would be a refund, wrote down $0 and said the manager would take care of it. I went back multiple times to check on the refund and the manager was "never in". Finally on a day where there was a manager it's like me trying to get a refund was a massive burden to their time. They said they couldn't find my case file. As I left, I got a call saying they "miraculously" found it and that it was proven refunded by receipt. I contacted my bank and they NEVER REFUNDED THE MONEY. That's right they LITERALLY gave me a FAKE receipt showing they refunded the money. And on the phone when I told them that refund was not possible and did not show up I got the most ghetto attitude and response as if my simple existence to a manager doing their job was way too much. What does a person do in this situation? The bank cannot resolve it, the Edge will treat you subhuman and ignore your needs and send you FAKE proof of a refund, and the only thing you CAN do is try to keep other people from joining. Never again will I ever endorse the Edge and I will do everything I can to keep other gym goers from signing up with them. Some of the worst customer service I've ever been with.

  Business response

  04/02/2024

  The Edge Fitness Clubs has reviewed this complaint and finds no missteps on their part of the part of the billing company, *** ******* *********. *** ****'s request to cancel within the 3 day window, was processed as it should have been. A refund on $37.20 was sent back to the same card it was billed to, **** ending in ****. There is no such thing as fake receipts and if *** **** would like to see it pulled up in the company's computer system, he may come into the local club for further assistance.

  Customer response

  04/02/2024

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

  I contacted my bank and its clear a refund of $0 was sent. I have all the receipts and proof and have had a terrible interaction with your manager who gave me attitude because she had to do her job. Which was she? Because she was just gossiping at a desk while I needed assistance. There is such thing as a fake refund because on your end it was written $0 on my refund request but I took the word of your employees that it would be and it wasn't.

  
  Sincerely,
  
  ******* ****

  Business response

  04/10/2024

  Upon further investigation it was discovered that although the return was put into the system, it never fully processed. This has been corrected and Mr. Yan should see his refund within 3-5 business days. If he does not, he is advised to reach out to the member experience team at *********************************.

   

• Initial Complaint

  03/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been contacting not only my local gym, but corporates phone number as well with no resolution or explanation for my billing problem. I have been contacting the Edge since 02/26/2024 with no responses, besides "ill call you back" with no one ever calling me back. Ryan the General Manager is HORRIBLE, keeps saying he will call back, and never does. The last time we spoke I was told I will call you back before the end of the day. That has never happened. Called multiple days after with the response of "he's in a meeting" or "he's not here yet" ; "he's left for the day" and the famous one "he'll call you back, I gave your info to him" I do not understand how you can be a GM and run a business like this. It now has been 17 days from the start of my problem and nothing! I have all the proof that funds were available, I have all the proof that my billing date was changed. PLUS there is even a SECOND credit card on file that was never even attempted to be charged. So at this point I do not understand why and how I am being charged these extra fees. I just want to be reimbursed the fees that I was over charged and owed. The only person at this club who has been POLIETE, RESPECTFUL, HELPFUL and UNDERSTANDING is an associate named Madison. If someone could please contact me that would be wonderful.

  Business response

  03/28/2024

  The Edge Fitness Clubs has reviewed the complaint and apologizes for the delay in response from manager who had to be out of the club unexpectedly. Since his return, he has reached out to Ms. ****** and the matter seems to have been resolved. If Ms. ****** is not satisfied with the resolution, she may reach out to ********************************* for further assistance.

*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. ↩