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

• 

  The Edge Fitness Clubs

  1450 Clements Bridge Rd Woodbury, NJ 08096-3067

• 

  The Edge Fitness Clubs

  1093 W Baltimore Pike Media, PA 19063-5101

• 

  The Edge Fitness Club

  100 Easton Rd Warrington, PA 18976-2513

• 

  Edge fitness

  1067 W Baltimore Pike Media, PA 19063

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:11/26/2024

  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.

  Edge Fitness, ********** ** I've been a member, together with my son. I've asked to cancel my membership a long time ago, and made sure it was confirmed to me that my son's membership was canceled at the same time. (He was a minor at the time). Recently I discovered that the company continued to charge me a monthly fee, according to them related to my son's account, as he did not cancel this directly himself. I've paid all the dues according to the contract, but they continue to hound me with non-payment and other fees, as I had to make sure in the meantime that my automatic debit was cancelled. I want this horrible treatment to stop ASAP. It's a horrible company with very bad reviews across the board, and with a recent change in the law that now forces companies to make it as easy to cancel as signing up for services ... I would think this is past beyond being anything close to reasonable.

  Business Response

  Date: 12/05/2024

  The Edge Fitness Clubs has reviewed this complaint and the associated accounts. *** ** ***** and his son, **** ** *****, each had their own membership. Unless child is under 13 years of age (where they would have an Edge Kids membership), they are under a separate membership agreement from parent.

  Attached are the records from February 2024 where *** ** ***** requested cancelation. There was no mention of cancelling ****** account. If *** ** ***** has proof of a cancelation request for ****** account, he is advised to provide that to the member experience team at *********************************. 

  Also attached is a copy of ****** membership agreement for reference.

  At this time both memberships have been cancelled with nothing further due.

   

   

   

  Customer Answer

  Date: 12/05/2024

  Cancelation of both accounts was confirmed to me by phone, so I guess I won't be able to find that back and document.

  More importantly, I'm still getting chased for a late fee that is now hitting my credit score!

  So much for nothing further due.

  I want you to stop therefore chasing me for that fee(s), go to whatever party that is dealing with that, and reconfirm that there is nothing more outstanding.

  Thank you.

   

  Business Response

  Date: 12/06/2024

  Cancelations are not taken in club or over the phone. This is to ensure a documented record to protect both the business and the member. This policy is outlined on all membership agreements, as well as publicly posted on the company's website. Both accounts are fully cancelled with nothing further due. If a message was received regarding past due fee, it would have been due to the timing of processing in the system and can be disregarded.

  Customer Answer

  Date: 12/06/2024

  
  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, assuming that I will no longer be hounded for fees.
  
  Sincerely,
  
  **** ** *****

• Initial Complaint

  Date:11/19/2024

  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 signed my son up for gym membership and specifically asked about the cancellation policy. Was told that I can cancel at any time and there is no waiting period either. When trying to cancel, I was told that I am in a 2 year contract and i am not able to. When calling to sort this, I was passed around between the local gym and the general customer service number, with both claiming that they cannot do anything to rectify the lie by the sales representative that induced me to sign the contract.

  Business Response

  Date: 11/25/2024

  The Edge Fitness Clubs does make every effort to be transparent, by detailing out all terms in the membership agreement, so that it will not come as a surprise to members. All terms are detailed on the membership agreement and there is a 3 day grace period in which one can cancel for any reason.

  A copy of *** ******** son's signed membership agreement is attached for reference.

  In addition, this information is posted for public viewing on the company's website: **************************************************************************************.

  Members who are still within their membership agreement are able to cancel early if they qualify under move, medical or military, with special accommodations for college students. This link is from the company's website which provides these details: *************************************************************************

  The Edge Fitness Clubs is willing to approve a one-time membership transfer as a gesture of goodwill. If *** ****** would like to transfer the membership to himself or someone else who is willing to take it over, he is advised to send an email to ********************************* to facilitate. 

   

   

  Customer Answer

  Date: 11/25/2024

  
  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 Answer

  Date: 11/25/2024

  i forgot to add this information when I accepted the business response.

  When signing up for the membership I relied on the information provided by the sales representative information about the membership types and conditions. I do not dispute that I signed that contract and the terms were visible, just that the contract I signed did not match the terms I discussed and inquired about when I was trying to learn more about the membership. The signing was on a smaller size ipad as well, which is not very friendly for reading the contract terms. My problem is the discrepancy in information between the answers from the sales representative and the actual contract.
  

• Initial Complaint

  Date:11/18/2024

  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.

  Edge fitness charged me a late fee when I was having medical issues that my doctor provided me with documentation for reason why I couldn't use the gym without risk to my health. Additionally, I called over the phone to update my credit card information after the first late fee, which was incurred during the time I was being treated for a health condition. I sent the letter from my doctor 3 times. Also, I called in June 2023 and updated my credit card over the phone. The first time I called the woman hung up on me, and I called back. I couldn't use a computer at the time because of the heavy medication I was on to treat my health condition impairing my mental fuctioning. I have talked to a handful of team members about my medical correspondance terminating my membership, and the result is that I would be contacted again usually one week later telling me that if I rejoin, it will forgive my late fees, despite my repeated disclosure that my doctor advised me that I cannot use the gym without injuring myself. At this point, I feel it's necessary to file a disability discrimination complaint against the gym.

  Business Response

  Date: 11/25/2024

  The Edge Fitness Clubs has reviewed this complaint and the associated account. The account has been past due since June of 2023. The billing company, *** ******* *********, had been reaching out to **. ****** for several months regarding her account status, before eventually sending the account to collections. 

  In June of 2023, **. ****** contacted *** back regarding updating her billing information. She was advised how to do so, however payments were still not made. 

  There is no record of **, ****** making any reference to a medical situation, nor are there any records of her providing medical documents.

  In order to assist her further, **. ****** is advised to contact The Edge Fitness Clubs' member experience team at ********************************* with the medical proof she mentions in her complaint. 

• Initial Complaint

  Date:10/30/2024

  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.

  My son ***** signed up for this edge fitness around Dec 2023, and he moved out of ******** to ***** for college Aug2024. Their web site information tells us that if there’s no edge fitness close to where his college is located, we may cancel his membership. We begin contact them around June 2024 by sending them all the school information that they required and made several phone calls to their customer service. At first, customer service said those information are reviewed by their other department and they have no way knowing or contacting them. We kept sending them email with all necessary information. Finally customer service said they received it and will review and stop deducting money the following month. But they kept taking money from my account. Never responded to any of our email regarding cancellation. I finally asked my bank to stop their ACHat the end of Sept. They can’t take money from my bank and somehow they charged monthly fee to my credit card, I don’t recall giving them permission to do so. After charging at my card for 2 more month (Oct and Nov fees), my son received an email today saying that they have not been able to take money for last month fee which was charged on my credit card. And they also said to cancel at 12/21 we will owe $74.95. I don’t really know how they come up with that number. We have paid them up until now and the membership term is one year. Monthly fee is $14.99 so we basically only have Dec to pay if we didn’t try to cancel membership. This company is very fishy and dishonest. They ignore customer request to cancel even when we follow their rules and provided all the requested information to them.

  Business Response

  Date: 11/13/2024

  The Edge Fitness Clubs reviewed this complaint and has approved the proof of move that was provided on 7/10/24. All cancellations require 30 day notice, therefore making the 7/22/24 dues the last responsible payment. Member will receive a refund of all charges from August - present to the account paid from. Please allow 3-5 business days for credit card refunds and 7-10 business days for banking account refunds. The membership will also be cancelled with nothing further due. 

  The Edge Fitness Clubs offers short term memberships designed to accommodate college students while home on break. ***** is advised to sign up for this type of membership if he desires to use the gym when home.

  Customer Answer

  Date: 11/18/2024

  Thank you BBB for your help on this matter.  I am ok with Edge fitness' decision on refunding me the overcharged membership fees (5 payments if my understanding is correct), however, so far I only received one $14.99 refund on my bank account and have not seen the rest of the 4 payment refunds on my credit card or on my bank account.  I am not sure if I should agree or reject their response at this point.  Please advise.

  thank you, 

  ****** ****

  Business Response

  Date: 11/18/2024

  The system shows that 2 refunds were released: $14.99 and $44.97, which cover the 4 months of dues owed back to member.

  Customer Answer

  Date: 11/18/2024

  Have not seen the second transaction, the only one I saw was the $14.99 on back to my chase account,  Please advise if the 2nd refund is sent to Citi double cash credit card.  Just checked and no refund back to credit card yet, please let me know when that payment will show up.  I will proceed to close the case when refunds are received.  

  thank you

  Business Response

  Date: 11/25/2024

  Amounts were refunded to the payment account they were paid from originally. The account shows 2 refunds- $14.99 and $44.97. One refund was sent to EFT account and the other to the credit card.

• Initial Complaint

  Date:10/28/2024

  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 paid the edge for a year in advance for my son ******* ****** in May and was told that if he moved to an area that is more than half an hour away he would get a refund no questions ask. I have sent 10 emails to Samuel B******* and was told I would get refund. He said he mailed it to the address in ******** which ******* no longer lives. His father has never seen the check. He now tells me to get a hold of Jonathan the gm with no last name. When I call for Jonathan I get the run around. All that needed to be done was to credit the credit card the difference. This has been a horrible experience

  Business Response

  Date: 11/15/2024

  The Edge Fitness Clubs has reviewed this complaint and found that the refund check was sent out. It had to be re-routed to the current address - 

  **** ****** **** ********* ** *****

  This was communicated to the member by the local club on 10/28/24. Attached is a copy of the refund check. 

  This matter appears to have already been resolved.

  Customer Answer

  Date: 11/15/2024

  
  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

  Date:10/25/2024

  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.

  Good afternoon, my name is **** ************ and I am inquiring about my rental agreement with *** *******, specifically their Edge Fitness location in ****** **. On July 13, 2024, I contacted one of ***'s representatives by calling ###-###-#### and advising them that I needed to pause my membership for three months because I was working abroad during that time. I was assured verbally by the representative that this would be taken care of and that there is nothing further for me to do. I returned on October 13, 2024, to find out that my membership was never paused as was confirmed previously by your rep. So I called ***'s customer service rep on Friday, October 18 to confirm the charges and bring my account current. I was told I owe a balance of approximately $197, which is completely unacceptable. I have no problem paying the $49 annual assessment plus the 4 months worth of monthly payments ($9.99 per month x 4 = $39.96), which catches me up through October 2024. But I will not be paying $90-120 in late fees on top of that. Nothing in the attached contract makes any indication of how much would be charged for each late fee, which I should have never been charged for in the first place. Furthermore, a late fee three times the amount of the monthly charge is completely inexcusable. On Oct 21, 2024, I sent a follow up email to the *** Customer Service team and offered to make a one-time payment in the amount of $89.95 to cover the $49.99 annual assessment plus the 4 months of monthly payments to get my account current. They responded on 10/25/2024 advising they would only be able to waive one of the late fees. They should all be waived as this issue stemmed from the failure of their representative to pause my membership as I had requested in July. I am happy to get this account current but I expect the company to make a prudent decision and work with me on resolution.

  Business Response

  Date: 11/08/2024

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Per Mr. ************'s membership agreement, all past due payments are subject to late fees, as well as service fees.

  There is no record of a freeze request on this account.  In addition, as outlined on the membership agreement, freezes are only allowed for medical or military purposes and do require proof of such. 

  The records to show that Mr. ************'s payment account was closed on 8/2/24 and the billing company, *** ******* Solutions, did repeatedly reach out to him via text, email and phone, regarding his declined payments. 

  One of the late fees was waived as a courtesy gesture.

  The account is currently showing as up to date, with no outstanding balance and no missteps were found on the part of The Edge Fitness Clubs, or the billing company *** ******* Solutions. 

• Initial Complaint

  Date:10/24/2024

  Type:Facilities 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 this gym almost 1 year ago. The attached pics of equipment have not been repaired or replaced and have been down since July, 2024. I was also told there is one guy that comes to repair equipment at all the locations. I was also told it takes time for parts. The club kept telling me they put a ticket in for repair. Every person I told them about the equipment were clueless and said we will put in a ticket. I was at the club on Saturday Oct. 19th and both machines are still down. All I want is to be able to workout on this specific equipment as I pay $27.99 a month and that is one machine i enjoy working out on.

  Customer Answer

  Date: 11/07/2024

  Any update or response from Edge Fitness?

  Business Response

  Date: 11/13/2024

  The Edge Fitness Clubs has reviewed this complaint and the associated account. Both club and facilities management have been advised of this complaint and have assessed the matter. Any piece of equipment that may be in need of service, is entered into the maintenance system. The facilities techs are on site at least once a week to address. Often times, repairs may take a bit longer if the techs are waiting on parts. Ms. ****** is advised to contact the member experience team at ********************************* if she has any further concerns.

  Customer Answer

  Date: 11/20/2024

  This complaint has not been resolved.

  The exercise equipment is still broken. I reached out to the email address given to me within the complaint and I have not heard anything back.

  Business Response

  Date: 11/21/2024

  The Edge Fitness Clubs reached out to Ms. ****** with the following response on 11/21/24: 

  Hello Bev and thank you for your patience in receiving a response.
  
  Our facilities manager was on site as recently as this week and all were functioning. He did note that they were unplugged when he arrived. He stated he will continue to check on them moving forward and also reached out to the cleaning company to remind the cleaners to plug them back in if they need to unplug while cleaning.
  
  Please feel free to reach out if you should have any further concerns or wish to have a manger contacted you directly.

• Initial Complaint

  Date:10/23/2024

  Type:Sales and Advertising 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 canceled my membership with them which in itself is next to impossible. Now I constantly get calls offering promotions to rejoin. I told them numerous times to stop calling and put me on the do not call list. Each time they tell me it is done but then continue to call. I blocked their number but voicemail still gets through.

  Business Response

  Date: 11/07/2024

  The Edge Fitness Clubs has taken the necessary steps to have *** ******* contact information removed from all distribution lists moving forward.

• Initial Complaint

  Date:10/22/2024

  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 have been trying to cancel my membership to The Edge Fitness Club for many months. Instead of cancellation they put my account on a freeze. When I was charged a months fee I called and asked why they didn’t cancel as I requested. I was told in 2 different phone calls that I needed to email my request and someone would get in touch with me. I sent 2 emails and no response. I called the club again and was told I had to keep my subscription until December as that’s when it ended. I was told I could cancel anytime. Now I’m told at corporate offices that I must provide proof of moving. I explained I am traveling and do not have a permanent address. I was given yet another email address to send my concerns to. I just want a cancellation and refund. I’ve only used the membership 1 time so they’ve gotten money for over a year!

  Business Response

  Date: 11/08/2024

  The Edge Fitness Clubs has reviewed this complaint and the associated account. *** ******** signed up for a 12 month agreement term. In order to cancel while still within that term, proof of move, medical or military is required. Attached is a copy of her membership agreement for reference. The club agreed to allow her a short term freeze for travel purposes. This is normally only allowed if due to medical reasons and would require a medical note. However, it was granted as a courtesy gesture and her account was frozen for four monthly dues (June, July, Aug, Sept). The billing then resumed in October. All frozen time does get added to the agreement term expiration date, which pushed her fulfillment date out to November being her last payment. The membership is set to cancel with November 4th being the last billing, and she will have club access through December 3rd.

  The Edge Fitness Clubs does agree to refund the 2024 annual fee. Please allow 7-10 business days for refund processing.

• Initial Complaint

  Date:10/22/2024

  Type:Facilities 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 was on the treadmill today at your ******** location and the machine stopped abruptly. This can be extremely dangerous.

  Business Response

  Date: 11/07/2024

  The Edge Fitness Clubs acted immediately on this matter at the time Ms. ********* reached out. The machine was put out of service until the facilities team could be on site to inspect it and make any necessary repairs. Ms. ********* was contacted by club management and the club filed an incident report. All appropriate steps were taken in this situation.