ComplaintsforEdge Fitness Club
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Complaint Details
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Initial Complaint
08/17/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
I as many other people have encountered financial hardship. I called the edge to see if there’s anything I can do maybe freeze my account as I have been paying my monthly dues. I emphasized that I cannot continue to pay as I barely have any money left for bills and such. They told me there’s both I can do about just go into collections since I can’t keep up. I can’t get out of my contract either. I wish they had other options for financially challenged individuals with certain circumstances.Business response
08/31/2021
The Edge Fitness Clubs is willing to help Ms. ******* out with either a freeze or a downgrade to lower her monthly payments. Ms. ******* should contact ********************************* in order to proceed.Initial Complaint
08/16/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I sent a email in February to cancel my account like they said because you can’t cancel in person only by email. I noticed I’m still being charged so I called them sent screen shots of my emails and the guy said he would take care of it and I’m still being charged!! This is not right and unexceptionable my contract was up and I did everything I needed as suppose to and I’m still dealing with them.Business response
08/31/2021
The Edge Fitness Clubs advises Ms. ******* to forward the screen shots to ********************************* for assistance.Initial Complaint
08/10/2021
- Complaint Type:
- Order Issues
- Status:
- Resolved
I signed up for a 2 year membership contract back in November 29, 2019. The monthly fee of the membership is $29.99. I haven't been comfortable attending the gym due to covid-19, so I wanted to cancel my membership. My contract was due to be up for canceling in December 2021, but as of today, August 10, 2021, I have been informed that I can't cancel it until July 29, 2022. The employee told me that because of covid they extended my contract without my consent.Business response
08/21/2021
The Edge Fitness Clubs agrees to honor the original anniversary date on the membership term. Ms. ********* membership has been set to cancel with November 30th as her last responsible dues. She will have club access through December 29th.Customer response
08/23/2021
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
08/10/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My spouse just transferred the membership to me because she is unable to use the gym. Instead of wasting it and paying for nothing. The gym took my name and credit card information but nothing else. They billed me a late charge of double what the membership is. I did not know when the payment would be taken out and could not access the app due to incorrect information. During this period of time the credit card I gave them was flagged for fraud so things weren’t allowed to go through. Not my fault. I asked the gym for the “late” fee to be refunded and they told me they could do nothing. I find that hard to believe and that is a horrible policy as it is my first month as a member. All I want is a refund for the extra money they took out. When the membership was transferred they didn’t go over any policies with me. I find them to be extremely shady and don’t trust them now.Business response
08/21/2021
The Edge Fitness Clubs agrees to refund the late service fee. Please allow 3-5 business days for refund processing. Mr. ********** is advised to contact *** ******* ********* ** ************ if he requires a change to his billing information.Customer response
08/23/2021
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
08/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
During the pandemic The Edge Fitness stated facility hours are no longer 24 hours due to the need for overnight deep cleaning of the facility, understandable. The hours have recently changed from 4am-7pm to 4am-12am however members and guests are not permitted to wear a mask while inside the building social distancing is limited as numerous paying members under yearly contracts are forced to exercise daily during set and limited hours inside the building. Individuals are at a greater risk with the limited hours of operation plus the mask requirement being lifted. I have contacted local facilities to ask when the hours will return to a 24 hour facility as this will allow more spacing between individuals throughout the day while exercising inside a closed building. It has been said they do not ever plan to return to 24 hours. Member’s yearly maintenance fees have not reflected this change.Business response
08/21/2021
The Edge Fitness Clubs has reviewed this complaint and does not find an active membership for the complainant. The Edge Fitness Clubs adheres to all CDC and local government guidelines regarding masks requirements and social distancing. The complainant is welcome to reach out to ********************************* for further assistance.Initial Complaint
08/04/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
I have been trying to cancel my membership at the *** *** location ever since covid has gotten worse but they won't cancel it. I am unhappy with the state of the pandemic right now and feel unsafe at Edge since the machines aren't exactly wiped down by each member that uses it. I would like to cancel my membership please.Business response
08/06/2021
The Edge Fitness Clubs has reviewed this complaint and the associated account. Mr. ***** is still within his membership agreement term, as he recently joined on June 27, 2021. Mr. ***** would be eligible to cancel with a medical note from his doctor sent to *********************************.Initial Complaint
07/26/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
I’ve been a member since 10/28/2020. When I first agreed to sign up with them, I was told that I could cancel my membership at anytime. I’ve been trying to cancel my membership since June and they refuse to do so even when I provide them with everything they asked me for. I have moved 23 miles away from where their gym in **** ******** is located. I explained them the hardships I’m facing at the moment and the reasoning behind why I would like to cancel my membership. I’ve become homeless and am currently unemployed, therefore, I had to seek help from a friend to have a roof over my head. They first asked me for my class scheduled but then refused to cancel bc my college is near their gym (they failed to understand that due COVID most classes are online and I don’t have to be on campus). Then they asked for my lease agreement as a proof I had relocated myself. After provided with a copy they were unable to cancel it bc there is a gym located 8.1 miles away from my new address.Business response
08/04/2021
The Edge Fitness Clubs has reviewed this complaint and the associated account. Per Ms. ******* membership agreement terms, early cancellation is possible if due to move, medical, or military reasons. Proof of move of more than 15 miles away from any Edge location is required. If move is due to college, a class schedule can be used as a form of proof of move. Ms. ***** mentions relocation of residence and school. In reviewing the notes on the account, it appears both her new address, as well as her school address are within less than 15 miles from 2 different Edge locations. Therefore, her cancel due to move was denied.
The Edge Fitness Clubs can assist Ms. ***** due to financial hardship with a 2 month freeze. Ms. ***** could unfreeze early if she wishes. The frozen time is added to the term expiration.
If Ms. ***** wishes to proceed with the freeze, she may contact ********************************* and reference this complaint.
Otherwise, The Edge Fitness Clubs will remove the auto renew, to set up the cancel once the agreement term has been fulfilled. There are 3 payments remaining.
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Customer Complaints Summary
264 total complaints in the last 3 years.
79 complaints closed in the last 12 months.