Complaints

This profile includes complaints for Urge Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Urge Fitness

  968 Parkway Ave Ewing, NJ 08618-2317

• 

  Urge Fitness

  4355 Route 130 Edgewater Park, NJ 08010-3311

• 

  Urge Fitness

  1236 Chews Landing Rd Clementon, NJ 08021-2804

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/09/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered a 12 month contract with Urge Fitness for me and my family. While I was signing up I let the Gentleman know that I was an Active Duty member of the ******************* and that I was subject to moves within the state. I was informed that if I was moved to an area with no Urge fitness locations near by that I would be able to cancel with a copy of my orders. When I was subsequently transferred I called to inquire about cancellation. I was told that I needed to hand deliver my paperwork. When I showed up with my paperwork, I was told I needed to email it to the back office. Finally when I emailed the back office I was responded to a week later. The back office stated that I was Active Guard or Reserve and that they didnt see where it stated that I was transferred (the document is straight forward). Between the convoluted cancellation practices and the outright dishonesty I would caution anyone from entering into a contract with them especially soldiers.

  Business Response

  Date: 06/14/2025

  We received an email from the member on 6/2/25 stating he was away for military duty. The document provided was not clear, and we replied to the member simply asking to calrify where on these military orders it shows the dates of service so we may review.

  The member replied and we verified the orders were accepted.

  We have canceled the account and refunded the June payments.

  The account is closed with no further charges owed.

   

• Initial Complaint

  Date:05/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/8/25 I entered Urge Fitness in ************. I'd looked up their gym hours prior to my arrival, called and left a voicemail asking for a returned call so that I could inquire further about pricing, monthly and daily membership options. No one EVER returned my call. On the web I saw you could attend 24/7. I also saw that they offered free passes. My son plays baseball nearby and I wanted a place to go once a week to workout during his practice. Since I did not receive a call after several attempts, I physically went to the desk & inquired about the free -3day membership & also asked if I could pay to work out for 30 mins while my son was baseball practice. The gentleman told me I could sign up for the 3 day pass but the hours were restricted to only a few a day; THERE IS NOTHING in writing showing this policy online, or on site. The hours were midday for this ************ was around 6:30pm. I then asked if I could pay to work out for the hour. He responded no so I was about to leave.. but he stopped me & said could sign up for $10 a month for the first 3 months & work out today. I asked for paperwork to review. He told me I needed to go online/fill out the info on their website in order to get the deal. I told him I WAS NOT looking for a full membership. He told me that I could cancel within 30 days of me signing up w/ NO further charge. I set an alarm on my phone for 5/31 in order to notify them in time w/decision to continue a membership. I began to fill out papers online & stopped bc it was a PAGES long...probably 30 pages. The employee assured me that I could sign/cancel before 6/8 & wld NOT be responsible for further fees. I paid $10.65 for the 45 mins I was there and NEVER returned. That same week, my son decided he would NOT be returning to his baseball team in the fall. So, no reason to be there/attend the gym. Therefore I canceled - well before June 8, 2025 by phone AND email w/a confirmation of cancellation received. They're now demanding $530.88!

  Business Response

  Date: 05/27/2025

  The member enrolled for a membership through our website, using the members own personal mobile device/computer.

  All terms of the agreement are clearly outlined, and the member signed and acknowledged all the terms. A copy of the contract was immedaitely emailed to the member upon enrolling.

  The member chose to enroll online for our discounted (online-only) offer, and was fully aware of the terms she herself signed with no help from our staff.

  All terms of the agreement and valid, and the balance is owed in full if the member wishes to cancel. We have upheld all terms of the members signed contractual agreement.

  Customer Answer

  Date: 05/28/2025

  
  Complaint: 23380701
  
  I am rejecting this response because it does not address the misrepresentation and misinformation given directly to me by an Urge employee, onsite, during the time at which I entered inquiring ONLY about a day pass. An urge employee, onsite advised me that I could cancel with NO further fees IF done before the first 30 days is up. It's been less than 30 days since I attended the gym and walked through the doors once. The business practice of this business specifically is appalling. The documentation provided was lengthy, challenging to understand and practically incoherent on a mobile device. I believe it's purposeful that Urge created this avenue of enrollment in order to scam potential clients b/c there was not an onsite device to use and therefore, potential members are in a position to be guided by employees. This is wrong, when the employee falsifies information.  
  
  
  Regards,
  
  ***** ******

  Business Response

  Date: 06/09/2025

  I am rejecting this response because it does not address the misrepresentation and misinformation given directly to me by an Urge employee, onsite, during the time at which I entered inquiring ONLY about a day pass. An urge employee, onsite advised me that I could cancel with NO further fees IF done before the first 30 days is up. It's been less than 30 days since I attended the gym and walked through the doors once. The business practice of this business specifically is appalling. The documentation provided was lengthy, challenging to understand and practically incoherent on a mobile device. I believe it's purposeful that Urge created this avenue of enrollment in order to scam potential clients b/c there was not an onsite device to use and therefore, potential members are in a position to be guided by employees. This is wrong, when the employee falsifies information.

  The member willingly enrolled themselves, via their own personal mobile device or phone. We provide the members this online portal so they may review all terms themselves, as to ensure they are fully aware of all terms before enrolling. To claim our staff member misinformed the member when they themselves enrolled on their own personal device, and signed all terms on said device, is foolish.

  We even go as far as including an ADDITIONAL clause for our discounted online membership promotion, to ensure the member is completely understanding of this offer. 

  All terms of the agreement were upheld, the member willingly read all terms and signed the agreement a total of six signatures confirming this.

  Customer Answer

  Date: 06/12/2025

  
  Complaint: 23380701
  
  I am rejecting this response because URGE Fitness has the responsibility to train/inform their employees of policies. The day I was in, I had just returned from an 8 day hospital stay with my son who has Dravet Syndrome. I am a full time, single-parent, medical mom. I was exhausted and told the employee this. I asked him to explain the paperwork b/c I had only that hour to exercise. He knowingly provided the wrong information taking full advantage of my state of mind/me. I am not paying this. I attended your gym for one hour and paid the fee for that. I think you have a terrible business practice and I will protest this charge online and protest in person. I have called the police station and I have full permission to share this info with the community. This is TERRIBLE, unethical business practice. You should be ashamed of yourself. You took $10 from me for the 40 mins I was there - check the account. Your employee should be held responsible for this; I am not paying.
  
  
  
  Regards,
  
  ***** ******

  Business Response

  Date: 06/14/2025

  The member enrolled through our online portal, which has nothing to do with our in-club staff. The offer the member enrolled for is a discounted rate membership, only available online. We ensure this is only available online so members may review all terms on their own, without any suggestion from our staff.

  The member read all agreements themselves on their personal mobile device or computer, and signed the agreement themselves multiple times.

  Our staff in no way provided incorrect information, as the member did not enroll for an in-club offer.

  We have upheld all terms of the members signed contractual agreement that she, herself, chose to enroll for through our online portal.

• Initial Complaint

  Date:02/04/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to cancel my membership ive been to the gym One time and i would like a refund. They dont not have the machine that i work on so this membership is useless. Most gyms have this machine.

  Business Response

  Date: 02/04/2025

  We are unsure of this machine the member claims we do not have, as we have a variety of equipment for both strength and cardio as well as classes to offer all types of workouts. Regardless, not having 1 specific machine the member prefers is not a valid reason to break the contract.

  If the member wishes to cancel, they may simply pay the 60-day notice to cancel, and submit a valid cancellation request per their signed agreement terms.

  As of this email, we have no record of any cancellation request.

  All terms of the agremeent have been upheld, no refunds are owed.

• Initial Complaint

  Date:01/30/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 01/27/2024 Urge Fitness demanded a late fee for a missed payment of “$165.21”. After processing the payment, Urge Fitness charged me twice. Multiple emails and calls were then sent out and I’m still not receiving a refund. Instead they told me it’s being applied to my membership dues up until November 2025, which is something not contractually agreed to. I have been trying to cancel my membership with this gym for the last year and I don’t know what to do as they avoid me.

  Business Response

  Date: 01/31/2025

  On 1/12/2025 the members scheduled membership dues payment rejected due to the reject code "Cardholder requested that recurring or installment payment be stopped". 

  As per the members signed contractual agreement terms, if the payment information on file is no longer valid, a $20 service fee is charged. In addition, if the membership dues payment is 10 or more days late, a $9 late fee is assessed.

  On 1/24/2025 the member, themselves, logged into his online portal. On this date, the member changed the payment method on file to "EFT" (checking or savings account"). Also on this day, the member, themselves, made a one-time payment through the online portal. The member made a payment of $165.21 TWICE at the same time.

  The overcharge the member, themselves, chose to make was applied to upcoming membership dues.

  We have informed the member the duplicate charge of $165.21, that again the member themselves made, has been refunded.

  The member has stated that he contacted his bank and protested this payment. We informed the member that he must immediately drop this protest as we have already refunded the overcharge and if the protest goes through, the membership will be in default and accrue additional fees.

  No one has "avoided" the member. The member may cancel any time by MULTIPLE options: Certified mail, phone cancellation or visiting the club in person M-F 9am-5pm. The member as of this date has chosen not to submit any cancellation request.

  We have upheld all terms of the members signed contractual agreement. The issue with the overcharge was the members own fault and doing, which we have since remedied.

  Customer Answer

  Date: 02/11/2025

  
  Complaint: 22880327
  
  I am rejecting this response because: On 01/24/2025 Urge Fitness charged me an excess of $165.21. My original plan was $31.98 monthly to acess to the gym. My card stopped processing payments to them and thus, I was charged a couple of billing fees. The ******** fees due to my late payments are as following, $31.98 for January. Service Fee $20. Potential EFT stoppage fee at $20. These brought the total charges to an expected $79.99. In this payment I also included a **** ANNUAL ENHANCEMENT valued at $52.25. These brought my total charges to $131.24. Now for the month of February, Urge fitness is claiming that I owe them my monthly fee of $31.98 which is in contract, another late fee despite giving them access to charge my card and having the correct dues, and another **** ANNUAL ENHANCEMENT bringing my total cost to ******. This is extremely unfair practice and the longer I delay paying them, the more likely they become on sending me to a collections agency and the more hidden fees they keep stacking on top. I simply want out of this contract and for them to stop charging me excess amounts of money and refusing to give me a detailed billing statement of my past billing with them. I believe Urge Gym is purposely seeking financial revenge on this memeber due to the fact that I sought the BBB out before in regards to Urge Gym charging me twice for $165.21 which was an excess in its self to the orginal agreed upon amount. Not only did Urge gym unfairly charge me in excess last month, but they are now charging me again for a **** ANNUAL ENHANCEMENT which under contract is only to be charged once a year in February in which I paid early to.
  
  
  
  Regards,
  
  ******* *****

  Business Response

  Date: 02/11/2025

  On 1/12/2025 the members scheduled membership dues payment rejected due to the reject code "Cardholder requested that recurring or installment payment be stopped". 

  On 1/24/25, the member themselves, logged into our online portal and made TWO PAYMENTS $165.21. Clearly the member made an error, which we have corrected. We refunded the duplicate charoge of $165.21 as the member requested.

  The payment the member made on 1/24/25 was applied to: 1 month of past dues (1/12/25), $9 late fee and future membership monthly payments. 

  Member is due the monthly dues of $31.98 on the 12th of each month. On 1/24/25, the member paid for the following months:

  -1/12/25 membership dues
  -2/12/25 membership dues
  -3/12/25 membership dues
  -4/12/25 membership dues
  -5/12/25 membership dues

  5 months of membership dues, $9 late fee totals $168.90

  The members current next scheduled membership due date is set for June 12, 2025. Even though the member was short a few dollars, we credited the payments to the 5 months.

   

  On 2/10/25 we finally collected the valid $20 service fee, for the initial payment reject from 1/12/25.

  Member was NOT charged his enhancement fee in the 1/24/25 payment. The member chose to apply the payment (again he himself made online) to future membership dues instead of the enhancement fee that is due each year on 2/10/25.

  So on 2/10/25 we collected the past due $20 service fee, and the valid $52.25 enhancement fee.

  Also per the notes, member continues to call and harass multiple staff, seemlingly attempting to get different answers each time. This is rather than the member simply logging into their member portal online and viewing all charges themselves which clearly show our payments are pristine, and all payments made were applied correctly to past and upcoming dues.

  Customer Answer

  Date: 02/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:01/24/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business requires you to visit in person between 9 & 5 to cancel. This was not possible so I sent 2 letters via certified mail to cancel memebershipa for myself and my daughter. Both letters were in the same envelope & they said they didn’t receive the second. They also note in their system my letter was received 10/17/24, but didn’t make the cancellation effective until mid-November. Now they say my daughter still has to pay or come in to cancel & won’t be effective for 60 days, so still have to pay for 2 more months. They intentionally make cancellation difficult, but their incompetence to take note of TWO letters received is unacceptable!

  Business Response

  Date: 01/29/2025

  We provide our members multiple options to cancel. The recommended option is to send a cancellation via registered or certified mail. The other option is to visit the club dring normal operating hours (Mon-Fri 9am-5pm).

  We did receive the member ******** ******** certified mail. The letter was processed by the club on 11/11/24, however we always use the date it was submitted to the post office (10/17/24) as the date of cancellation.

  The final payments owed per the members 60-day notice were as follows:

  10/26/24 membership dues
  11/26/24 membership dues

  We have now since this request identified that the cancellation did not process, and the member was overcharged for the 12/26/24 and 1/26/25 membership dues ($59.98). We have refunded this back to the member Jeniffer Phillips payment information on file, the member should receive in 2-5 business days. We have also ensured the account is canceled with no further charges owed.

  We have no record of any other cancellation request for another member. Furthermore, "******** ********" is only a valid BUYER of her own account. Only the buyer of an account can cancel. If the members daughter wishes to cancel, they will need to submit their own cancellation request.

  All terms of the account were upheld, upon receiving this complaint overcharges were immediately refunded and the account for ******** ******** canceled as per the agreement terms.

  Customer Answer

  Date: 01/29/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me for my account.

  However, a cancellation letter signed by my daughter was included in the same envelope as my letter. I believe it was overlooked and was never made aware payments were not going through. My credit card was compromised and I changed this on my account, but didn’t realize that card was the payment method on my daughter’s account.

  In any event, my daughter went to the club today to cancel, so there should be no further action on our part.

  
  Regards,
  
  
  
  ******** ********

• Initial Complaint

  Date:01/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  FITNESS APPLICATION ERROR AND FORCED TO PAY DUES UNDER CONTRACT. VISITED AND CALLED TO ADVISE OF ERROR. I AM STILL NOT ABLE ACCESS GYM WHEN CONVENIENT FOR ME AS IT IS 24 HRS. THIS IS THE REASON I SELECTED THIS GYM. STAFF IS NOT HELPING TO RESOLVE.

  Business Response

  Date: 01/04/2025

  Member visited the facility today and notifed staff that the members mobile app that allows entry after hours is not working. Staff attempted to explain to member that the app is working fine, there simply seems to be issue with members phone. Member claimed to have contacted the app company prior, but as the staff explained they had not. They contacted our BILLING department, which has no info on our mobile app. 

  Per the notes on the account from our staff, the member was asked to lower their voice repeatedly, as they were hostile and screaming. Member proceeded to get louder and more beligerant, and cursing at our staff. Our Staff continued to assist and helped member send an email to the app company tech support through the members phone, AND an additional courtesy email from the staff themselves directly to tech support.

  The member asked to speak to someone in corporate/ownership. The staff on duty was happy to provide an email address, as all corporate communication is done via email as to avoid any miscommunication and ensure all is documented. Member refused the email, and continued to curse. Member then took a pen from the front desk, proceeded to write something on a piece of paper, then threw the pen behind the front desk only feet from our staff member, damaging company property. The member then stormed out of the facility.

  Our staff, per extensive notes, was calm and attempting to help fix the members phone issue, however the member chose to be beligerant and aggressive.

  All terms of the members contract have been upheld.

• Initial Complaint

  Date:12/18/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Urge Fitness in ***************** was very excited until my very 1st class which was aerial yoga this was the 1st week in October. Due to the teacher not spotting me and making sure I was safe as a new person I fell on my face causing me to have a concussion and being rushed to the hospital *********************************************************************************** not professional way it was discovered she was in my phone while the was out of it wanting to see the fall without my permission I acquired a hospital bill I cant afford and a permanent bruise on my forehead. The general manager did reach out and all I got was a s*** happens and no recourse I dont like problems so I kept quiet but it haunts me a lot in nightmares I fought through it and came in with no lets make it right from the general manager but he said he would give me a month of free personal training sessions for the Inconvenience instead of I was charged ***** not realizing he was not telling the truth

  Business Response

  Date: 12/18/2024

  The member chose to participate in an "aerial yoga" class, this being an advanced class requiring much balance. During the class, the member performed one of the workouts incorrectly, leading to the member falling. Multiple staff assisted the member during this incident. Incident reports were filed by all staff, and medical help was provided not only by staff, but ambulance was called as well.

  Our staff followed all procedures to ensure the members safety. 

  The incident was caused by the members own actions in the class, and not of any defect of equipment.

  Upon enrolling, the member signs an assumption of risk and release. Per the members signed agreement:

  I understand the risk of injury from CLUB activities and services, and using any club equipment is significant, including the potential for permanent paralysis and death. I knowingly and
  freely assume all such risks, both known and unknown. I acknowledge that at times this is an unsupervised Fitness Center and I assume all risks associated with using exercise
  equipment and exercising alone without the aid and presence of club staff on the premises. I also acknowledge I have received all instructions regarding the use of the club during its
  nonstaffed hours including the location and use of all safety equipment such as AED, 911 telephone, and personal security devices with panic buttons. I understand that Urge Fitness
  is independently owned and operated by Urge Fitness Edgewater Park LLC DBA URGE FITNESS. I hereby release, indemnify and hold harmless  Urge Fitness Edgewater Park
  LLC DBA URGE FITNESS, and the owners of all clubs within the Urge FITNESS system, as well as all sponsors, advertisers, and all owners and lessors of the premises of such clubs,
  and their respected officers, affiliates, agents and employees with respect to any and all injury, disability, death, loss or damage to person or property that may arise out of or in
  connection with my use of any of the equipment, personal training, stretching programs, or the facilities or engaging in club activities of the club and of any other URGE FITNESS clubs,
  or any incident that occurs while using such facilities and services, or otherwise related to my membership

   

  Our staff went above and beyond to assist the member this night, even as far as the club manager following up, as the member themselves stated.

  We have upheld all terms of the members agreement. We are truly sorry to have heard of the members incident, but all necessary steps were taken to ensure the members safety.

  Customer Answer

  Date: 12/18/2024

  
  Complaint: 22703737
  
  I am rejecting this response because:
  
  With that understanding it took the manager 2 days to respond and also there was 1 staff who went beyond for me while said teacher allowed me to get hurt then to be lied to saying that the manager would make it right and still was charged is outrageous for the personal session I will go up the chain until at least my membership has been cancelled due to the fact that its ok to allow people to get hurt on your facility 
  
  Regards,
  
  *************************

  Business Response

  Date: 12/19/2024

  The member injured themselves during a class. No staff were touching the member that caused the injury. The member was unable to properly perform the movement in the class which led to the members OWN injury. While the members assumption of risk and release covers in club injuries, it was the members own actions that led to the injury. The members claim that a manager would "make it right" has no merit or bearing. Our staff did "make it right" by following proper club procedures for member injuries and incident reports, by assisting the member after the accident, and notifying the ambulance.

  The members statement about being charged for "personal session" also has no bearing on this matter. The member is currently enrolled in a 1on1 personal training program, for 2 sessions paid for bi-weekly. The member even chose to enroll in this personal training program AFTER the incident in question. The accident occurred on 11/7/24. The member then chose to enroll in the personal training program on 11/20/24.

  If the member wishes to cancel, the balance of both the membership and personal training agreements are valid and owed in full.

• Initial Complaint

  Date:11/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my gym membership on October first in writing as requested. I have been charged for 2 extra months for both personal training ($312) and for gym memberships ($68).

  Business Response

  Date: 11/10/2024

  Per the members signed agreement terms on how to cancel:

  To cancel for any of the above reasons, you must either: 1. Send a signed and dated written notice of cancellation by registered or certified mail, return receipt requested to URGE
  FITNESS, **** ***** ******* **** Clementon NJ 08021; or 2. Personally hand­deliver a signed and dated written notice of cancellation to: URGE FITNESS, **** ***** *******
  Road Clementon NJ 08021. Hand­delivered requests may be submitted Monday­Friday 9am­5pm, excluding holidays and inclement weather in which the club may have adjusted
  operating hours. Hand­delivered requests must be submitted to an authorized club representative or manager. Upon receiving and verifying the request, the authorized club
  representative or club manager will provide the member with a digital email receipt of cancellation.? Registered or Certified mail is encouraged and suggested for the members safety
  and security, and to ensure the request is expedited.

  As of this email we have no record of any valid request to cancel. Member has been unable to provide any valid receipt of cancellation.

  Until the member submits a valid cancellation request, the account is NOT canceled and will continue to draft dues and fees.

• Initial Complaint

  Date:11/06/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in to Urge Fitness on 10/30 for a promo they had for 9.99 i got pressured into personal training and ***** plus ***** a month by two men talking to me at the same time.. I also called the next day within 24 hours to cancel and sent 3 emails with no email or call back. i also had surgery on Sept 4th and when i told my surgeon about the gym he said i rather you not for at least 6 months due healing from the inside out still and other kidney isn't working too well so he doesn't want me to do anything like a gym at the time. I also the cancelation line which rang and rang and made me leave a message with no call back either. I just want my money back and to cancel my membership.

  Business Response

  Date: 11/06/2024

  Member claimed an offer to join from our ******** ad on 10/29/24 at 7:04am. The member then scheduled an appointment (on her own) to visit the club and enroll. The appointment the member booked was for 10/29 at 4pm. 

  At 3:32pm the member messaged us to reschedule the appointment to 430pm the same day.

  Our staff replied and confirmed the 430pm appointment. The member then messaged 4:34pm stating she is running late.

  At 507pm the member toured our facility and enrolled in both a membership and personal training program.

  We are unsure how we "pressured" the member when it is clear they were adamant to enroll with us, based on her claiming an offer and willingly visit the facility.

  The $9.99 promotional offer is an online-only offer which the member could have chosen if she wanted. The member chose our standard in-club membership that includes classes and 24hr access.

  We have not received any valid requests to cancel within the members 3-day buyers remorse period. Per the members agreement:

  Notice to Consumer:

  You are entitled to a copy of this contract at the time you sign it. You may cancel this contract at any time before midnight of the third operating day after receiving a copy of this contract. If you choose to cancel this contract, in addition to all terms and conditions in Section 1.9 "Cancellation Policies", you must take any of the following actions 1. Send a
  signed and dated written notice of cancellation by regular, registered, or certified mail, return receipt requested to URGE FITNESS, 1236 Chews Landing Road Clementon **
  08021; or 2. Personally handdeliver to an authorized club representative or club manager a signed and dated written notice of cancellation to your home club: URGE FITNESS,
  1236 Chews Landing Road Clementon *******;08021. Handdelivered requests may be submitted MondayFriday 9am5pm, excluding holidays and inclement weather in which the
  club may have adjusted operating hours. Handdelivered requests must be submitted to an authorized club representative or manager. Upon receiving and verifying the request,
  the authorized club representative or club manager will immediately provide the member with a digital email receipt of cancellation. 3. Personally place a telephone call to the
  health club facility. Telephone requests may be submitted MondayFriday 9am5pm, excluding holidays and inclement weather in which the club may have adjusted operating
  hours. Telephone requests will immediately be provided with an email digital receipt of cancellation.

  If the member did in fact submit a valid request to cancel, the member would have a receipt to confirm. If the member wishes to cancel, the balance of all agreements are owed in full.

  If the member is experiencing medical issues, the member may submit a freeze request and we will be happy to assist.

  We have upheld all terms of the members agreement, and all balances are owed.

• Initial Complaint

  Date:10/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im extremely disappointed with the way Urge Fitness Club in ******************* has handled my membership. Despite my one-year membership ending over a year and a half ago, the gym continues to withdraw money from my account without my authorization or any notification regarding membership ********** i have completed a one year agreement I want to cancel the membership asap because I won't be able to use the club services I don't need this any more despite of my repeated requests of membership cancellation they haven't cancelled they attempted to charge continuously This practice is not only unprofessional but feels like an unethical attempt to charge members without their consent. Good business practices should include clear communication and obtaining customer consent before any renewals or further charges are made. I would urge the management at Urge Fitness Club to review their policies and show respect for customer rights.If this matter isnt resolved promptly, Ill be left with no option but to pursue further action, including filing a formal complaint with the Better Business Bureau (BBB) and considering legal recourse.#UrgeFitness #BBB"

  Business Response

  Date: 10/31/2024

  The members statements about his contract status are incorrect.

  The member enrolled for a membership on 9/4/2023. The member enrolled for a 12 month membership.

  After multiple defaulted payments starting in December 2023, the last payment we were able to collect was on 5/30/2024.

  After repeated attempts to notify the member of their past due balance via text and email, after 90 days with no success the account was turned over to a collections agency.

  We received no request to cancel, the member simply chose to stop paying for the membership while there was a balance still owed within the initial term agreement.

  We have upheld all terms of the members agreement, and all balances sent to collections are valid and owed in full.