Edge Fitness Club

I spoke with all parties involved - [redacted] and Brendan Vi[redacted]employee). I have attached a copy of [redacted] training agreement that states 30 day cancel for training which is signed by member. After reviewing recent billing with [redacted], she was not charged $328 as she stated but...

was charged $181.14. Matter has been resolved with member by accepting her cancellation 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]

[redacted] signed up for Personal Training 7/2014.  Her agreement states that we require require 30 days for cancellation of services.  Customer filled out cancellation paperwork for personal training and requested a refund for sessions already purchased and agreed to. Our personal...

training agreements clearly state that there is no refund for personal training sessions which Mrs. [redacted] signed.  We did extended a courtesy because of her extenuating circumstance and allowed her to avoid paying the final payment of the personal training agreement that she signed holding her to 30 day notice.

Hello, 
 
[redacted] membership has been cancelled due to this misunderstanding and the mother has been made aware. All member's receive a copy of their agreement with terms and cancellation policy. 
 
Thank you.

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.
HOWEVER, I wish the business to contract me at ###-###-####. I have to change my payment information.
Sincerely,
[redacted]

After being yelled at and sworn at my this customer I polity told her a card has to be on file in our system and that it does not allow use to take a card off file without another form of payment. She signed the agreement for the membership and was held responsible for the payments. She was upset...

with this out come and came down to our club and started yelling at all of our staff, the police were called and she was later asked to leave the club by them. I also spoke with her husband and I explained the situation to him and explained that I was willing to help them in anyway I could. I let him know that we would be glad to take the charges off of the current card and put them on another card so that we could remove the card on file and replace it with another one.

I am showing the balance of your account is $488.95, the reason for the balance is because you signed up for a 2 year agreement and you have some late fees. We offer a forgiveness program that is much cheaper and could help your situation. Let me know if you are interested. [redacted]. Thank you,...

we hope to resolve this matter.

[redacted] did not cancel before her bill date as she signed an agreement that requires 30 days notice. She came...

in and filled out the
cancel form in club but was after her bill. We offered her to use it for [redacted] but she refused. The management spoke to [redacted] on several occasions  to explain why she could not get a refund.

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]

I am deeply disappointed by The Edge. Their sales tactics are completely unacceptable. I have a 20-year-old young woman visiting on a student visa who went to explore a membership. I told her to take advantage of the one week free trial before making a final decision. She is German speaking and new to this country and I wanted to make sure she was fully comfortable with the gym. Instead she was refused the one week trial and forced into a 12 month membership. When I called to revise the membership so that she wouldn't be liable for payment past June, they forced her to jump through so many hoops to cancel the membership. No apologies were offered for the inconvenience. This goes to show that the aggressive sales tactics of these gyms will continue to be their modus operandi and nobody is operating in the best interest of a persons health and well-being. I would not choose The Edge.

After researching this complaint, it looks like he never actually tried to cancel until the account went delinquent.  At the time he tried to cancel, he was still past due which is why it went to collections.
 
To retain good customer relations, I will have him removed from...

collections.

[redacted] signed up her daughter [redacted] and it was explained to her that this is a reoccurring service. [redacted] came to her appts
and mom continued to get billed. Since the original 8, [redacted] has worked with her trainer almost 20 more times.  She got in touch with the management and they explained
everything.  When they  tried to call her again,  she said she did not want to talk on the
phone. She had 15 sessions that were billed that were not used, she was coming
2xweek. We offered her to refund those unused sessions and she stopped
communication which was about a week ago.  We can't refund sessions that were already paid to the trainer.

Complaint: [redacted]
I am rejecting this response because: the contract that they are referring to was never signed by me. There was a conversation that took place over the phone that day because I was providing them with an updated credit card as my previous one had expired. As a result I owed a back balance. I was never told that this would indicate a 24 month additional membership and never signed a new contract.
Sincerely,
[redacted]

I do apologize for the misunderstanding. Looking back I do see that my sales manager Morgan cleared [redacted]'s account from collections and collected the final payment. It should have been cancelled and removed from our system so there may have been confusion during the process. [redacted] will no...

longer receive emails or calls about her account from The Edge Fitness Clubs. I am personally making sure her account is cancelled and cleared of any debt. We will compose an official letter stating this and have it sent to [redacted].
Thank you

We had only recently joined The Edge in Meriden and one of the reasons in joining with this gym was that it was closer to home and the fact that they provided a section for women to work out. I got the impression from one of the staff that only women were allowed in the area. The other day, without any warning a staff member walked in with another male staff member to show him around. I don't understand why they couldn't this another time when no one would be in there. It's a complete disregard to other women and our privacy. Especially when someone like me and my faith, where I can't be around strange males uncovered. This is just poor conduct and disrespectful. No signs on the walls to say that occasionally there would be male presence in the section if it was not strictly women only.

We here at the Milford Edge sincerely apologize for any miscommunication received by [redacted]. We have determined the charge was Erroneous and we will be more than happy to Refund the Amount in Full. Please have [redacted] respond with a Current Address to we may issue a Refund...

Check directly to her. Again please accept our apologies for any confusion and inconvenience this interaction may have caused.
 
Best Regards,
 
[redacted]
General Manager at The Edge Fitness Clubs of Milford

To whom it may concern.
 
Member, [redacted], originally signed all signatures including the promissory note to pay 12 consecutive monthly payments of $19.99 plus tax. There is no record of member complaint regarding class but this will be investigated thoroughly....

 
Will be contacted directly to figure out best course of action moving forward.
 
Thank you.

[redacted] we checked your account and you are within the terms of your agreement and your last payment will be 3/30/2017 and your membership is already set to cancel at that time.

I had to move out of state for work with a relatively short notice. I have been trying to cancel my personal training for the past couple of weeks and the customer service has been rather poor. I clearly cannot walk into a gym in person since I am longer in Connecticut. After dealing with more people than I should have, I was told someone would contact me and when I asked for a window of time to make sure I was available, the club rep. I spoke to was hesitant to provide one. I just tried calling the fitness club back, but the phone line isn't currently working. I've already been charged for an additional month of training that I won't be using because I'm out of the state. All I originally wanted to do was cancel the training, I could have dealt with paying the monthly membership fees until I returned to Connecticut in the summer of 2016, but now I want to cancel my relationship with the Edge all together.
I advise any working adult who travels for work to not bother with signing up for the Edge because I'm paying for a product I'm not using and they don't seem to care.

Review: For the past year (Aug 14-Aug 15) I have been billed TWICE a month by the Fitness Edge in [redacted] CT. The payments have been taken out of my [redacted] account and I have printed out all my statements to show them. I have made several attempts to get a refund but have not received a single call back from them.

In addition, I have cancelled my membership but even thought they have confirmed that I have discontinued my membership, the Fitness Edge continues to take a monthly fee automatically from the same [redacted] account.Desired Settlement: Full refund for being charged twice a monthly for a monthly gym membership fee plus a refund for the (3) additional months that they billed me after my membership was cancelled. Fifteen months at $21.27 which equals a refund due to me of $319.05. An apology letter would be nice too.