The Edge Fitness Clubs — Attraction in West Hartford

If I could give less stars I would. I cancelled my membership for a few reasons, but a big one being my kids were constantly getting sick at the day care. They allow kids in with green snore dripping into their mouths, so EVERYONE gets sick. Every other week I wouldn’t be able to go because I’m not a jerk trying to get other people kids sick. But the staff is ultimately responsible for turning parents with sick kids away. But they don’t, and the workers bring their OWN sick kids in. But anyways that wasn’t even my biggest issue. I can understand that no one has a backbone anymore. The woman I spoke to about cancelling my membership did two clicks over the phone and said “all set! Just have to let you know you have to pay another payment due to your contract.” No problem for me whatsoever . But when the second payment came from my account 60 days later and I called they claimed my phone call never happened and they don’t cancel over the phone??? So how exactly was I “all set”. My boyfriend called multiple times, left messages for the manager to call him back 5 times. SHE never did. Not once. But the next time we’d call the employee would say, “oh yea I see a note here for you to get a call”. 4 months go by, we are still fighting with them to cancel. They said send an email FINALLY. My boyfriend did. At this point we are still trying to be patient and respectful to the staff. They used his email to cancel ONLY his membership when almost a dozen times we talked to staff in relation to 4 accounts. Never just one. They said because we didn’t respond to a corresponding email 3 accounts were active. The staff is very well trained to have each others backs and try and keep the customer confused and in contract. I finally went into the gym with my 2 toddlers to speak directly to a manager. She didn’t address any of the theft, any of the comments I made about the hundreds of 1 star reviews on google with people having my EXACT experience. She had her best politician face on. If I were her or an employee of this company I would be embarrassed, you guys aren’t getting paid enough to scam people the way you do. Unless there is some incentive for ripping off your customers and holding them hostage in a contract, because your staff is very much trained to do just that. Kind of wild for a minimum wage job. She made zero apologies, took no accountability for never calling back. Anyways, she was ever so gracious enough to refund one months worth of payments for 3 accounts. Supposedly. Because I was supposed to get that 2 days ago, just called and she was on vacation so now it’s Friday. Was not told last week that my refund would take longer to be processed per her vacation. Hope you had a great vacation while my credit card continues to gain interest on payments I didn’t authorize. I will spend my entire life recommending ANY other gym...

UPDATED REVIEW: I cannot believe that I have to write another review. I have been trying to cancel my gym membership with the Edge for two months now. I was instructed to come back until May to be able to cancel it. So I came yesterday and tried cancelling it. But, not surprisingly, I was told that I can't cancel my gym membership in person. So, I was instructed that I need to send an email, and then call the following day to cancel. I tried cancelling before May so that I would not get charged the annual fee, but yet, I wake up today with a $69 charge on my account. That means after I get charged for $42 (because now the monthly payment has gone up), The Edge will have charged me more than $100 before I could cancel my membership. I am getting very annoyed, but I listened to the employee and I sent an email to customer service. I will provide an update with the upcoming events that will occur.

Old review: I am a founding member of this gym in West Hartford, CT and as long as you are a basic member, this is a very practical gym to go to. However, do NOT get a personal trainer at this location. You will be given workouts that might require you to use equipment that you can only get from the personal training area, and if you dare ask to take anything, you will not get it. Ever since I have gotten a personal trainer, I have been denied access to some equipment and it's pretty frustrating when you pay 250+/month to not being able to complete your workouts. This past Friday, between 3-5 pm, was the last straw for me. I decided to choose one of the workouts on my personal training app where I would need to use the traditional trap bar for deadlifts, a piece of equipment that is only accessible in the personal training area. There was absolutely no personal training being done, just one staff member working out in the personal training area, and this person was not even using the trap bar. I went up to the front desk, asked both the sales rep and the front desk if I could use the trap bar, but was quickly shot down without even being listened to. I even had my personal training app opened on my phone, just in case they didn't want to do the extra work to look up my account. I am only writing this because this has happened to me far too many times, and every time I talk about it with my trainer, I am told I can use the equipment as long as nobody is using it and it is something that is not found in the regular area. This is a pretty frustrating inconsistency, so say goodbye to a personal...

The Edge Fitness Clubs as a whole are terrible. They have zero customer service. When you bring any concerns or request to them they brush you off, say they can’t do anything and to email their ABCFitness contact. The staff don’t know anything about the policy’s and give false information.

I signed up for a promotional 2 year contact, after 3 visits to their gym I decided it wasn’t the right fit for me. Overcrowded, no equipment available and the whole vibe of the gym is just for show. I asked to cancel my membership as I no longer wanted to go and wanted to sign up for kickboxing instead. They were incredibly unhelpful it was like talking to a brick wall, just all around no’s. I said fine and never returned. Later I moved apartments and asked to transfer my home gym to a closer location. They sent me a document to e-sign, signed it. And somehow the location was never updated. My partner did the same with his membership. He started going to the new location, months after he going almost everyday they have the audacity to say it’s not his home gym and kick him out. Ridiculous!!! After signing documents to change it they can’t get it right. I sent them a complaint….utter silence. The contract ended earlier this month, I selected do NOT auto-renew but come to find out they still charge me. I went to the west Hartford location and they tell me I need to provide them 30 days written notice to ABC Fitness. I’m furious after months of trying to get this membership cancelled not one person mentions that come end of contract they still need 30 days notice to cancel. They do not care about people all they want is your money and their image. Would never...