The Edge Fitness Clubs

I have a membership to The Edge Fitness Clubs Warwick and I didn't notice this sooner but I realized they had been charging me twice a month since October and they owe me $178. I called and spoke to Liz and she said it is because I used to get personal training and when I canceled because I was having surgery, they never had me sign a form. I made the request in person so I should have been asked to sign.nnLiz said I wasn't paying for the one on one training because you haven't scheduled stuff but this fee is for the edge strong classes and the edge strong challenge. These are all fees that are on one contract so I should have been charged for all these fees or none of them. I said this sounded shady and asked to speak to someone who could explain it better and Liz refused and said she could explain it fine. Liz told me that I had to come in to sign the form and I would receive a refund and that I could cancel my gym membership.nnI went in and spoke to the manager, Erin, who told me Liz didn't have the authority to say those things as she is new. She said she should have transferred me. I informed her that I asked for that to happen and Liz refused. Erin seemed shocked by this.nnShe then had me sign the personal training cancelation form and informed me that she doesn't have the authority to offer me a refund or and she can't cancel my membership. She said she had to speak to an admin who MIGHT refund me or might give me a club credit and that it would take 21 days. She agreed that my money was stolen because they correct paperwork wasn't filed. I asked for this admins name for my record and was told she couldn't give me that information and I asked for them to contact me on the morning and she said she could try but they deal with 3 clubs and they don't generally speak to customers.nnShe also said I had to contact ABC to cancel the membership, because if she does it I would have to buy out my contract, but ABC could approve a full cancel. ABC is saying that they can't cancel it, even though I followed protocol and sent an email, because they're just following the gyms protocols. Marie stated it requires a manager approvalnnI called the gym back and spoke to Erin and she said that she couldn't approve my cancelation or refund and that she would speak to customer service. She again refused to provide me with contact information for anyone higher up at Edge that could help me.nnThe next morning, I reached out to Edge to speak to Carter, the person in charge of personal training. Erin had told me the day before that he would call me and ASSURED ME that he could help me. I relayed the above information to him, and when I said that Marie at ABC called Erin (while I was on the phone) to ask for cancellation approval and she told them she didn't have the authority, Carter informed me that Erin is in fact the general manager and DOES have that authority. He stated that he has some pull and would advocate for me but that Erin was able to do the cancellation for me. This is disgusting. Not only did she lie to my face and act like she was just a regular manager with no pull, but she pushed this off on to Carter who has fewer credentials than her.

Love the set up of this gym and the amenities it offers, but customer service is HORRIBLE every time I have a question about my account I get a different answer from every team member I ask. Several times I have tried to contact them via phone about billing or account questions and end up wasting over an hour of my time listening to the phone ring for no one to ever answer, yet when you go into the location there’s always at least 2 people sitting behind the counter near the phones...

All their equipment is brand spanking new state of the art great people

Best gym I’ve ever been to! Can’t wait for it to be back in full swing again with all of the amenities.

I'm writing this review from the parking lot of The Edge. I became a member before this location opened and enjoyed it alot before Covid-19. This was my first time back since February. Everyone I saw was wearing a mask, many people however were wearing their masks below their chin or below their nose. I saw many people within 6 feet of each other. I even saw people use machines and then not clean up after themselves. I saw a decent amount of the staff walking around but no one seemed to address any of these issues. And no, I'm not just talking about 1 or 2 people. This isn't safe or clean.