The Edge Fitness Clubs — Local services in Meriden

I had been a member since they opened. We recently got my girlfriend. A membership. After her initial free personal training session she wanted to purchase 4 additional training sessions. What they did not tell her was that they were signing her up for 4 sessions per month. When we got billed the second month we called the club to rectify. They promised a manager would call the next day. That did not happen. We went to the club and spoke to Freddie who is a manager but is not empowered to make any decisions. He only wanted to quote policy and tell us we were wrong and pull out the contract. When my girlfriend explained that none of that was explained to her he basically called her a liar. He promised a "real manager" would call Tuesday after the holiday weekend. Again. No one called. I called again the following Friday and was told Freddie was the manager to handle this. I told them Freddie had assured us he could not handle this. I was again promised a manager would call me. Again no one called. I called back again and spoke to a manager who put me on hold. Freddie then picked back up and was only interested in quoting policy, telling us we were wrong and again calling my girlfriend a liar. I told him that this is poor customer service and they seem more interested in being right than doing right by their customers. We pay $60/mo between our two memberships. I told Freddie that if this is not rectified we would be cancelling our memberships. Again he was only interested in quoting policy. He did not care that he was losing two members. After 12 years as a customer I could not feel more disrespected. I have disputed the carts with my credit card company so they both lost two customers and the $232. The Edge is more interested money than people. A simple refund would have ensured two loyal customers but they chose policy and being right over doing the right thing. I have gone from an extremely loyal customer to someone who will never recommend the Edge ever again.

Edit: in the reply they claim that terms are explained up front. I'm sure they are supposed to be. The young lady that signed her up talked about her mom's chickens and her dogs but never mentioned that there was an ongoing monthly charge. The response by the edge also claims they "offered to address her concerns". This is an absolute lie unless addressing her concerns entails refusing to issue a refund, quoting policy, and a complete lack of accountability. Remember the edge does not care about you. Only your money and the wording of your contract. This mat be the only company in the world unwilling to refund $200 to keep 2...

My wife and I have been loyal members at The Edge for over two years, regularly attending classes like Pilates without any issues—until now. During a recent visit, I checked in via the app as usual and was rushing to get to my workout when a staff member, Anita Palmieri, at the front desk insisted I come over, claiming she still needed to check me in despite the app confirmation. I gave her my name and went straight to my class, only for the situation to escalate in a way that felt targeted and unprofessional.

For the first time ever, that same employee, Anita Palmieri, came into the class to take attendance. When she got to me, she abruptly informed me that “guests are not allowed to take classes” and asked me to leave. I was blindsided—this was the first time I’d ever heard of such a rule, despite attending this class twice a week for over two years. The tone and approach were completely uncalled for—condescending and disruptive.

Even the instructor, Beth, was shocked and came up to me afterward to ask what had happened. She noted this staff member had never taken attendance in her class before and agreed the situation was handled inappropriately. Other class members witnessed the interaction and were visibly uncomfortable with how it was handled.

Following the incident, I went to the front desk to cancel our membership due to the experience. Instead of diffusing the situation, Anita Palmieri continued to insert herself, speak over us, and even accused me of having an attitude—seemingly to justify her rude behavior. We asked for another representative and even a manager, but she remained at the desk while the manager Joe stood by and failed to step in or de-escalate the situation allowing his staff Anita Palmieri to continue to argue with us.

After more than two years of loyalty and consistent class attendance, this was an unacceptable way to be treated. We will absolutely be finding another gym. Do...

Update as of 5/28/2025 Just when I thought I couldn't say any more nice things about this gym--it got better with the addition of an entire cable setup with seated lat row and pull-downs on the other side, mirroring the original cable machine they had in the middle of the gym. Now, cables can accommodate twice as many people, which results in less waiting time for machines!

Also, do yourself the favor and go to the shake bar and meet Dante, the protein shake master, Lucas, and the other great staff! They are awesome and make this place feel like a community!

Update as of 3/11/2025 Staff here are amazing. They brought my review rating up a star. Everyone I’ve met is super kind and personable. Dan, a trainer I’ve recently met, has been more than helpful talking me through my goals and some options I have at the club.

The negatives I’ve mentioned below are strongly countered by an effective and friendly staff team.

I have noticed a LOT of cell phones in the club—which should be fine but some people really camp on machines for a bit on their phones without hitting a set. Asking them politely how many sets they have left can be a hit or miss.

Update as of 2/1/2025: Equipment is getting worn, bolts loose, etc. and don't get tightened or fixed. Machines stay out of order for multiple weeks. Will most likely be ending my membership after my contract is up.

Hours can be rough, causing some overcrowding during peak hours (4-9pm). Can get crowded in the early afternoon also.

Everything else is what you find in a standard gym. No more, no less. I mean, they have a movie theater, but even the treadmills in there are worn, skip at times, stop completely, and overall are not what you should get with a...