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:01/28/2025

  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 joined the Edge ********** in June 2024. At the time my children were home for the summer. Once school started I signed up my youngest for Edge kids so I could attend group x classes during the day. When the edge kids employees would call me within 5 minutes each time saying my son needed to be picked up I decided to remove him from the edge kids membership. Then I decided to upgrade my membership to edge strong so I could attend the 7:30pm edge strong classes, since that is the only time my husband is home to watch the kids so I could attend classes. I attended each and every 7:30pm class since I upgraded my membership. Then, just 2 months later, the gym decided to get rid of those classes without notice. I contacted the gym several times playing phone tag and asking to downgrade my membership to the basic membership since the classes that I upgraded for are no longer offered. I got a response from an employee that said they can’t downgrade during contract, only upgrade and offered me two free personal training sessions. When I said no thank you I want my membership downgraded since now I’m paying for classes I can no longer attend due to the gym changing their schedule. The employee said she would speak with her manager to try to resolve and call me back with a resolution that following Monday. It’s is now a week later from the Monday she said she’d call and I haven’t heard anything from the gym and I cannot get through to anyone when I try calling. All I want is to downgrade my membership to the basic membership that does not include the classes since they took away the only classes I could attend. I don’t think this is an unreasonable request. The only reason I signed up for this membership was because of those 7:30 classes. Then the gym decided to do away with them. I think a fair solution would be to let me fulfill my contract with the most basic membership pricing. But at this point I would really prefer to just cancel my membership and find a new gym.

  Business Response

  Date: 02/19/2025

  A reason for cancellation or downgrade has not been approved. Our class schedules are all subject to change. The team is always reviewing class offerings and this time slot could also be added back if the demand is there. *** ********’s membership also gives her access to all of the other studio fitness and spinning classes, as well as a whole list of other amenities. The Edge Strong classes that *** ******** is referring to, are actually now an additional service to the membership, with an additional charge (for new members as of Jan 1). Additionally, the club has given *** ******** 2 complimentary personal training sessions.

• Initial Complaint

  Date:01/27/2025

  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.

  This letter constitutes a formal complaint regarding my Edge Fitness membership agreement (number *****) and the deficient handling of my personal training cancellation request at your ****** location (5029 ******* ******* ** *****). I am requesting immediate action to resolve the following issues, and I specifically request a full refund of the $500 in unauthorized charges for personal training sessions after my stated cancellation date, not a “session balance” for unused training sessions. Had my cancellation request been properly processed, any remaining sessions would have been used prior to the effective cancellation date. On 8/22/24, I informed my trainer, Richard D****, of my decision to discontinue personal training services due to financial constraints, effective 9/22/2024. I was not made aware of the requirement to formally cancel with management and was subsequently charged $500 for training sessions after my stated cancellation date. To present date the remediation regarding the resolution has proven to be protracted. Primarily due to the experience of the high attrition rate which is evident because every communication to date has been deferred to the termination of the designated staff member nullifying a point of contact to address this issue. Whilst being apprised of this affliction within the company as Edge Fitness struggles to properly staff the front of the house to ensure optimal consumer compliance, I contacted your Edge Fitness ****** location and spoke with then-manager, Stephon, on 9/11/2024 and was assured that the issue would be resolved. However, numerous billing errors persisted and further attempts to contact Stephon were unsuccessful due to his disappearance, because after his termination my request that was submitted prior to his dismissal was invalidated. This lack of communication and follow-through is deplorable."Furthermore, my experience with personal training services at Edge Fitness fell far short of my expectations.

  Business Response

  Date: 02/12/2025

  The Edge Fitness Clubs has reviewed this complaint and has not found any training services under the account of *** *******. In order to research this matter, the name of the member with the services in question, will need to be provided.

  Customer Answer

  Date: 02/13/2025

  I did make sure to include the membership account information information on the initial response. I did include the screenshots to ensure that what I am seeing is the same thing that you are seeing on the account. I am also on the account with Monique ****** B*****, but I didn't see anything linking the two accounts. I do have outstanding sessions left that have not been utilized due to the 2 trainers previously being changed. 

  Business Response

  Date: 02/26/2025

  The Edge Fitness Clubs has reviewed this complaint and the associated accounts. The training services are attached to Monique B*****.

  The training contract and cancel process was explained to both Ms. B***** and *** ******* at the time of sign up. All cancelations require 30 day notice and must be done in club, with a manager, requiring signatures. Member is then provided with a copy of the cancelation document. This is explained in the training contact (attached for reference), as well as posted publicly on the company's website - *************************************************************

  *** ******* called the club and spoke with a fitness manager regarding the cancelation. He was then advised again of the policy. The fitness manager then put the cancel in. Cancel document is attached for reference.

  *** ******* had mentioned that the cancel was for medical reasons. The fitness manager advised that if he were to provide a medical note, the last payment could be waived. However, a medical note was never provided, member continued to check into the club and also used all but one of the training sessions. There is one session remaining that can be used for up to 12 months from the issue date.

  There does not appear to be anything further needed from The Edge Fitness Clubs as services were used and club processed cancel.

  Customer Answer

  Date: 02/26/2025

  Complaint: 22858065

  
  

  I reject this response due to discrepancies. My medical history was disclosed during the initial intake, prior to training commencement. The online cancellation policy was not communicated to me, and my requests for a contract copy remain unfulfilled. Given my gym membership and session payments, I question the difficulty in providing or emailing the documentation. The process has been unduly protracted, with inconsistencies between payments and service delivery. The service fell short of expectations, and the arbitration process has been excessively lengthy, nearing the contract's expiration next month. My dissatisfaction stems from both the service quality and the unnecessarily complicated resolution process, irrespective of my gym usage. I assume the issues are due to the high turnover of staff members at the Edge ****** location, but I never saw the exact date of termination or who properly processed the cancellation because the trainer never completed the process explanation. At that time I wasn't able to speak to a manager because I was told the manager isn't available at the night time and that's my availability to workout at that time. So in all honestly I can't understand why I was told the manager isn't available in the night time but I spoke to a manager at night time on one occasion which wasn't consistent with the original statement of a manager being available 

  Business Response

  Date: 03/10/2025

  The Edge Fitness Clubs is holding firm to their previous response --- 

  The Edge Fitness Clubs has reviewed this complaint and the associated accounts. The training services are attached to Monique B*****. The training contract and cancel process was explained to both Ms. B***** and *** ******* at the time of sign up. All cancelations require 30 day notice and must be done in club, with a manager, requiring signatures. Member is then provided with a copy of the cancelation document. This is explained in the training contact (attached for reference), as well as posted publicly on the company's website - ************************************************************* *** ******* called the club and spoke with a fitness manager regarding the cancelation. He was then advised again of the policy. The fitness manager then put the cancel in. Cancel document is attached for reference. *** ******* had mentioned that the cancel was for medical reasons. The fitness manager advised that if he were to provide a medical note, the last payment could be waived. However, a medical note was never provided, member continued to check into the club and also used all but one of the training sessions. There is one session remaining that can be used for up to 12 months from the issue date. There does not appear to be anything further needed from The Edge Fitness Clubs as services were used and club processed cancel.

• Initial Complaint

  Date:01/23/2025

  Type:Billing 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.

  In October 2024, I signed up for a gym membership and decided to add personal training sessions at a rate of $219.99 for four sessions per month. I was informed that I was committing to a two-month agreement. Unfortunately, due to personal reasons, I was unable to attend the sessions. In December, I contacted both the gym and the corporate office via email to cancel the personal training sessions. The corporate office directed me back to the gym, but I received no response from the gym itself. On January 2nd, I spoke with Caleb at the front desk to cancel the personal training sessions, and he confirmed the cancellation. Despite this, on January 15th, $219.99 was withdrawn from my account. I emailed the gym on January 20th but have yet to receive a response. To date, $879.96 has been withdrawn from my account, while I’ve only used $54.99 for two training sessions. Chelsea, the trainer, has removed all training sessions from the calendar from December and on. I am requesting a refund of $439.98, as I attempted to cancel in December. If this is not possible, I ask for at least a refund of $219.99 for January. Additionally, I would like to cancel my gym membership. Thank you.

  Business Response

  Date: 02/12/2025

  The Edge Fitness Clubs agrees to refund the January PT payment. All services and membership have been cancelled with nothing further due. The refund will come in the form of a refund check, therefore Ms. ****** is asked to verify her current mailing address either via response to this complaint or via email to *********************************. Once address has been verified, the refund will be submitted.

  Customer Answer

  Date: 02/13/2025

  
  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.

  My mailing address is:  * ***** ***** ****** **  *****

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

• Initial Complaint

  Date:01/22/2025

  Type:Order 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 filing this complaint regarding The Edge Fitness Clubs' unclear and deceptive cancellation policy, as well as incorrect billing practices, which have resulted in unfair charges to my account. Cancellation Issue: When I signed my membership agreement, the gym’s cancellation policy, as stated on their website, indicated that I could cancel my membership by providing proof of relocation more than 15 miles away from any Edge Fitness location. Acceptable forms of proof included a driver’s license with the new address, which I provided. However, my cancellation request was denied by their billing partner, *** *******, on the grounds that the issue date of my driver’s license must precede the date of my membership agreement. This specific requirement was not disclosed anywhere in the cancellation policy on their website, and I have a screenshot of the policy as evidence. The denial of my cancellation request based on undisclosed terms constitutes an unfair business practice. Incorrect Billing: In addition to the issues with my cancellation request, I have been incorrectly charged for the premium tier of their fitness plan despite being listed in their system as a basic member. Desired Resolution: Immediate cancellation of my membership without penalty. A refund for all charges incurred after my initial cancellation request. A full refund of the overcharges for the premium tier, as I am listed only as a basic member. I am happy to provide documentation, including the website screenshot, correspondence with their billing partner *** *******, and evidence of the incorrect billing, to support my case.

  Business Response

  Date: 02/04/2025

  The Edge Fitness Clubs has reviewed this account and finds that the cancelation request has already been processed. *** **** sent his request on 1/13/25 and his last payment was set to 1/18/25, to satisfy the standard 30 day notice to cancel. This matter appears to have been resolved.

  Customer Answer

  Date: 02/04/2025

  
  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

  Date:01/13/2025

  Type:Customer Service 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.

  On Jan 10 2025, I noticed an unauthorized upgrade to my membership account, which is usually $10 per month. I contacted the gym’s management to resolve the issue and was told that I had signed an agreement to upgrade my membership on January 2nd. However, I did not sign any agreement, and the electronic signature provided by the gym is a straight line—not a legitimate signature. The manager claimed to have video footage of me or someone else signing the agreement but refused to show it, citing “legal reasons.” Additionally, they mentioned that my physical key card was used to sign in on the day the upgrade allegedly occurred. However, I did not own a physical key card at that time(since then they issued me a new one). When I returned to the gym the next day to follow up, I was told by another employee that someone wearing a hat and hood used my account to sign the agreement. This employee pointed to a camera as evidence but did not provide any further proof. Between these visits, my account was locked, and I could not reset my password. To make matters worse, the first manager left a note accusing me of attempting to get out of an agreement and alleging that I accused gym employees of forging my signature. This is untrue, and I find these accusations highly unprofessional. The entire situation has been handled poorly, and the gym’s responses have been inconsistent and suspicious. I believe the contract is fraudulent, and I am being unfairly held responsible for an agreement I did not authorize. What I want from this complaint is my membership to be downgraded to what I originally signed up for which was the $10 a month. I also want an apology from the first female Manager that I spoke with because of her attitude towards me. I also want assurance that my account is secure and will not be accessed without my explicit consent in the future I hope this matter can be resolved quickly because the first charge for the new contract will be on Jan 20.

  Business Response

  Date: 01/17/2025

  The Edge Fitness Clubs has reviewed this complaint and the associated account. There was no misconduct on the part of The Edge Fitness Clubs or it's employees.

  *** **** was found attempting to bring a guest in on his original membership, which does not include this option. It was additionally discovered that *** **** had given his brother his key-tag to attempt to share the membership, which is not allowed. The video footage shows *** **** signing for the upgrade. The club is not able to release video footage directly to the member. However, if *** **** feels he is a victim of fraud, he may report that to the police and the police may request the video footage from the club. 

   

  Customer Answer

  Date: 01/17/2025

  
  Complaint: ********
  
  I am rejecting this response because: I know that this contract is fraudulent and the signature used is forged. I will take this into my own hands and contact the police to file a report. No further actions required from you guys. Thank you for the help!
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:12/30/2024

  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 signed up for a 12 month membership and was told by the sales rep I could cancel if I moved more than 10 miles from the nearest Edge facility. This was important to me because I was graduating college and not yet sure where I would be living. At the time, I was living with my mother and stepfather in ********* ** at the address listed above. About 3 months in, I moved to ***** ******** for a job. I called the gym to cancel and they directed me to their parent company. When I called the number, I couldn’t get a live human and there was no cancellation option. I went online to their website which gave an email address specified for cancellations. I sent multiple emails with proof of my move - including my pay stub and my car insurance from ***** ******** where I now reside - both listed as appropriate forms of proof. Both were rejected. I tried calling the gym where I had been a member (******** **) and was told only the parent company could help. I am stuck in an endless loop. I stopped payment on my debit card and continue to receive automated messages almost daily saying I owe money even though I no longer live in the area nor use the facility. I have subsequently tried calling with no luck. Please help. I simply want to cancel the membership, not owe any money, and ensure my credit record is not damaged. I was fully paid up for the time I both lived in the area and used the facility.

  Business Response

  Date: 12/31/2024

  The Edge Fitness Clubs has agreed to cancel this membership with nothing further due.

• Initial Complaint

  Date:12/12/2024

  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 recently had a membership that I went into the ** *** location and handed the desk person a notice of cancellation letter. I didn’t not receive any confirmation. Months later I got an overdraft letter from my bank on an account I no longer used. Edge fitness never cancelled my membership and on top of that I was getting charged my membership fee and a late fee of almost the same amount as the membership fee every time they processed the charge. . Months later I finally got a confirmation letter saying my account will be closed after several hundreds of dollars has come out of my account. This is the worst company ever to deal with.

  Business Response

  Date: 12/27/2024

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Cancelations are to be sent via email to the billing company, *** ******* *********. There is no record of *** ******** sending any requests to *** until November 14, 2024. If for some reason the cancel had to be taken in club, *** ******** would have had to sign a cancel document and would have also been provided with a copy. His account is currently set to cancel with nothing further due. In order to consider a refund, The Edge Fitness Clubs would require proof of a prior cancelation request from *** ********.

• Initial Complaint

  Date:12/09/2024

  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 sent an email to my local Edge gym that I was frequenting but stopped due to some pain I was having (amid other issues) to cancel my membership on May 23rd. I received an email back the next day stating they need proof. I left a voicemail and said I wanted to cancel (I never got a response back). On my account it said my cancellation was pending. Issue solved, or so I thought. I received an email a few months later station I owed $516 (and some odd cents). I emailed back saying to put the correct amount and the fact I tried to cancel in MAY. No response. Then I get an email stating I can do a forgiveness program for a dollar. I’m not sure if I believe it, it sounds very sketchy.

  Business Response

  Date: 12/20/2024

  The Edge Fitness Clubs has reviewed this complaint and the associated account. On May 23, 2024 *** ***** inquired about canceling and was provided with the necessary information on how to do so. She was advised that medical proof was required since she was still within her agreement term. Her membership was set to pending cancelation at the end of  her agreement term. *** ***** did not provide the required medical note to cancel early, and did not make the payments remaining on her agreement term. The billing company reached out to her repeatedly via text, email and phone regarding the past due balance, before eventually sending the account off to collections. There were no missteps found on the part of The Edge Fitness Clubs or the billing company, *** ******* *********.

  The Edge Fitness Clubs does offer a forgiveness program to help members out of collections. *** ***** did take advantage of this offer on 12/9/24 and therefore this matter appears to have been resolved.

• Initial Complaint

  Date:12/03/2024

  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’ve been trying to cancel this membership for months. Company does not want to cancel and keeps adding membership dues on my bill after I told them I would like to cancel. Now they are saying I need to settle the balance to cancel. They are scamming trying to get extra months paid for. I haven’t been to the gym for at least 4-5 months. They promised me a refund because I told them I cancelled via email and I have a recording of them saying they will refund me for the extra month that went through on my card but now that it took 2 months to cancel they are adding those two months on my bill as well. Complete scam. If they check my log I haven’t been to that gym in months even before cancelling.

  Business Response

  Date: 12/20/2024

  The Edge Fitness Clubs reviewed this complaint and the associated account.

  On 9/12/24 *** **** reached out to ********************************* looking to cancel. The rep responded with all the necessary information *** **** would need in order to cancel. This email exchange is documented on her file.

  The cancel policy is to send an email with 30 day notice, to the billing company, *** ******* ********s, who handles all cancellations. *** **** reached out to *** on 10/25/24. Therefore making her November 4th dues the final responsible payment. 

  Her account had already been past due since September 4th. The last payment made was for her August dues. There are several late fees on the account due to the delinquent status. 

  In order to finalize cancelation, *** **** is responsible for the past due amount on the account for her Sept - Nov dues, as well as the late fees. If payment is not made, the cancelation will not finalize and the account will eventually go off to collections.

  There were no missteps found on the part of The Edge Fitness Clubs or *** ******* ********s.

   

   

   

   

• Initial Complaint

  Date:12/03/2024

  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 paid a late fee on one of my children’s accounts because the representative did not correctly update the billing information to both of my children accounts, only 1 of 2. I was notified on Monday 11/18 at 6pm through email that the payment was unsuccessful due to my credit card expiration on the outdated payment information. On Tuesday 11/19 at 1pm they manually charge my account the monthly fee and the late fee associated. I have contacted the customer service department to have the fee waived and they decline any responsibility as per the agreement signed. My complaint is that an employee did not correctly perform their duties properly and caused this fee to incur. I also had less than 24 hours to notice the situation and handle it myself. Legally, I can’t really do anything. However, this business lost a loyal customer of 3 years. I will be sure to inform all my gym associates to avoid this place because they do not care for their members. They declined to compensate their unsatisfactory service with any store credit. Avoid.

  Business Response

  Date: 12/18/2024

  The Edge Fitness Clubs has issued a refund for the late fee of $29.50 to *** ******'s credit card ending in ****.

  *** ******'s membership is set to cancel, however the memberships for his 2 children are not. 

  The Edge Fitness Clubs would like for *** ****** to confirm if he also wishes to cancel out these 2 memberships.