Edge Fitness Club

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me - as long as the Edge cancels this membership.  Also - I stand by my complaint that the Edge does not promote a compliant point of sale environment - I had no idea I was committing to a two year agreement.  
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

The membership for [redacted] was cancelled as she had specified. Training clients are able to continue training whether or not they have a valid membership. Per our personal training contracts, 30 days written notice is required to cancel personal training which was never given to us....

The membership to our facility gives guests access to our machinery and facility while not working with a trainer. We do have some members that cancel their gym membership but continue to work with a personal trainer in our facility. When [redacted] cancelled her membership contract, cancellation of her personal training was not brought to our attention. The $85.08 charged to her account was the monthly $21.27 that covers our Edge Strong classes with personal training which was 4 months past due. Her training contract has been cancelled going forward but the previous balance was still owed on her account.

The Edge Fitness Clubs has refunded Will $73.29 and apologizes for any inconvenience.

We have cancelled the membership with nothing further due.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Dear Revdex.com,
Our member, [redacted] was not charged double for her membership but was charged the Annual Enhancement fee of $49.99+tax on 04/01/2016. This is a fee which every member agree's to pay on a certain date one time per year by initialing that section of the membership...

agreement upon joining our clubs. In regards to the complaint about who spoke with Lindsay, we do have an assistant manager named Kati who she did speak with on the afternoon of 04/12/2016.  Kati, our assistant manager, did notify me that Lindsay called back on the evening of 04/12/2016 around 9pm and did apologize about the conversation they had earlier that day and mentioned that she may transfer the membership to a friend or family member. This was an option that was presented to her by our sales manager, Chris N[redacted], during an earlier conversation and is still an option for if she does not wish to continue her membership.

Good morning.
We have left [redacted] two messages since Tuesday, April 19, 2016.  She has not responded. 
On Wednesday, April 20, 2016 our Facilities Representatives came out to perform a full inspection of all the spin bikes in the studio. Some adjustments were made...

during the inspection as well as performing routine maintenance. We will reach out to [redacted] again next week if we do not hear back from her by then.  We are hoping to meet to not only update on her on the actions already taken but to also inspect her equipment.  A loose or broken cleat can also make it difficult to disengage from a clip.  We will need the spin shoes here to rule that out. 
The Edge Fitness Clubs of Trumbull runs one to two spin classes a day. There are a total of 34 bikes in the spin studio. Since this original situation, no additional complaints have been reported.
In closing, please know we are doing everything possible to swiftly resolve this situation to our everyone's satisfaction.
Respectfully,
Sandy T[redacted]
Sandy T[redacted] | Supervisor |The Edge Fitness Clubs of Trumbull[redacted]
** [redacted]
[redacted]   [redacted]

To Whom It May Concern:   I have been contacted by The Edge Fitness Clubs and my membership has been canceled.  I...

would like to remove my complaint #[redacted].     Thank you very much, I feel that without Revdex.com, I would have not received a resolution.   Warm Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me as long as they come good and on their promise on which they have greatly disappointed me so far.
Sincerely,
[redacted]

Complaint: [redacted]
I...

am rejecting this response because: I have proof of contacting the gym prior that I can send showing the gym is not telling abc financial the whole truth. I have my phone records showing the call in January with time stamp.
Sincerely,
[redacted]

Hi [redacted]...


I apologize for the experiences you've had regarding this in the past. The email you recently received was sent in error due to not being properly taken care of in the past but I can assure you that I will be taking care of your account this morning so that this matter does not come up again.
 
I will be in contacting with you this morning to confirm that it is taken care of.
 
Please let me know if you have any questions or concerns,
Thank you

Club manager met with member to review complaint and they have resolved the issues.Her schedule was reviewed.  It was determined that she and the trainer both cancelled sessions.
Member did not show up for 4 of her sessions without cancelling them within the 24 hour time frame...

required by the signed agreement in place. The club will give her complimentary sessions to compensate for them. 
Member only wanted training for 2 months but did not fill out required paperwork to cancel her recurring service. The automatic withdrawal for her third month of training has been refunded to her account.

Since the member has spoken with [redacted], they have released a refund in the amount of $47.84 which covers the incorrect billing that took place on the members account.  [redacted] researched the members account and found that the postmark date of the cancellation received should...

have been in enough time to avoid the enhancement fee payment.  Therefore, they have refunded the amount of $47.84 as of July 11, 2014.  This should resolve the issue at hand for this member and the member is not responsible for any further payment.  If there is anything further that I can assist with, please do not hesitate to contact me directly.
 
Sincerely,
[redacted]
General Manager
The Edge of Norwalk
[redacted]
[redacted]
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 
1  My complaint is not with the Edge it is with the Finance Company that does their billing.  
2  As I stated in my initial email, this was not supposed to be an official complaint because I was not charged a fee by the finance company at this time. I simply wanted to inquire about their practice regarding late fees.  My contract specifically says: A late fee MAY be applied if dues are more than 10 days late.  The finance company tried to charge me a late fee THE SAME DAY MY DUES WERE PAID.  After disputing this with the rep on the phone, he agreed to waive the fee.  
3  I want to know if they can just charge someone's account whenever they see fit?  Are there laws regrading this?
Sincerely,
[redacted] [redacted]

Personal training was bought by the client, paper work was done and clearly explained. Later during the week the client wanted to cancel the training service, paper work was filled out. Typically there is one more bill, however we did the client a favor and did not hold them to it. The client now...

wants us to refund all of their money back for something that they signed up for.

There was no late fee applied in this case.  I have looked and [redacted] has not had a late fee.
The contract states that an additional service fee will be charged for any draft returned for insufficient funds or any other reason.  So he did pay a service fee back in...

2012.
 
Thank you.

After carefully reviewng Mr. [redacted] complaint, The Edge Fitness of [redacted] would like to respond to the issue. The salesperson who dealt with this gentleman explained that he had originally come in the prior week regarding a membership inquiry. He was given a full tour of the club and...

membership pricing was explained to him. The salesperson allowed him to workout, but he ended up leaving shortly thereafter stating that our squat racks were allegedly "busy". Our system sends out automatic emails to prospective members who visit the club : [redacted], It was great meeting you the other day! I hope you enjoyed the The EDGE Fitness Clubs. I wanted to see if you had any other questions I can help answer. Remember, with your Edge membership you get a 
FREE Personal Training session
FREE Pilates session
Unlimited Tanning
Unlimited Group Exercise classes, including ZUMBA®, Kickboxing, and Group Cycling
The Edge has been awarded Best Health Club 14 years in a row…and counting! We hope to become your gym of choice! Visit The Edge today or CLICK HERE to Join Online now! Yours in Fitness,
XXXX
After this email, Mr. [redacted] responded with another membership rate inquiry via email. The salesperson explained the pricing in further detail, but he was under the impression that we were too pricey and that he was better off with his current membership with [redacted]. He was not particularly happy with our billing company and having to deal with them on a recurring monthly basis. On July 1st, Mr. [redacted] returned to our club with the salesperson's business card which has "Good For One Free Workout At Any Edge! Must BE 18 or older. Restrictions Apply." imprinted on the back. He told the salesperson that he was only looking to use our gym for the day as [redacted]' power had gone out. The Edge's guest policy is as follows: Any 1st time guest who has never been in the club before is allowed to enjoy 1st workout free. If not interested in becoming a member with us after the initial complimentary workout, our standard day fee of $10 per day is assessed. Since Mr. [redacted] had already been into the club before for his complimentary workout, the salesperson informed him that he had to be charged the day fee amount of $10 for the July 1st workout. He was also informed that if he was interested in obtaining a membership with The [redacted] Edge, that the $10 day fee would be credited to his membership as a form of reimbursement. He was clear in his intents and stated that he was not interested and solely wanted to use the club for the day as his current club had no power. He left after the conversation with the salesperson without completing the workout or paying the standard fee. He later returned with the automatic email message and inquired about redeeming it for a complimentary workout. The salesperson again explained that he would still be charged for the day as the card and email indicated that "Restrictions Apply." He informed the salesperson that this was very misleading and left once again.

The client claimed that she was promised a refund but we do not do refunds on personal training. We tried to correct the situation and get her with another trainer, however she declined that option. We are more than willing do offer her service for the sessions that she paid for and do what we can...

to make her happy

Sammy,
We looked into the notes from [redacted] regarding your cancellation attempts.  We are unable to decipher what documentation you submitted for the cancellation, however, we show that you have made attempts and in good faith we are cancelling your membership effective...

immediately with nothing further due.  I apologize for the inconvenience and hope that you if you are ever in the area again, you do choose to join our health club. 
In Good Health,
 
The Edge