Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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 Despite this, on January 15th, $219.99 was withdrawn from my account.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 To date, $879.96 has been withdrawn from my account, while I’ve only used $54.99 for two training sessions.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

  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 response

  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

  01/22/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/13/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  12/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  12/31/2024

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

• Initial Complaint

  12/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  12/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  12/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  12/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  11/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  11/19/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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 response

  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.
  

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