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Orange Theory Fitness

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Reviews Fitness Center, Exercise Programs Orange Theory Fitness

Orange Theory Fitness Reviews (60)

• Jun 22, 2023

Bad Management and Ownership
The Owner or our Studio has not been in the studio since Pre Covid. He left his 2 studio(s) in the hands of a person that doesn't care about the Studio. They only have 4 instructors for 2 locations(the manager is one of them) and a front desk person that is rarely there, so many times the instructors have to do both jobs. They are closed on Sunday's and most holidays because the 4 instructors are burned out and don't want to work. The studio is filthy and the machines breakdown weekly. It is impossible to get a hold of the Owner or anyone from Corporate to complain about the Studio. It is too bad because the members that have been there since the beginning love the workout. It seems that as long as it keeps afloat the Owner doesn't care how it runs. If I weren't paying a low rate I would stop membership, but as long as the rate stays low, I'll stay.

Stay away from Orange Theory Fitness
One of the worst modern-day fitness centers. Their customer service and billing departments are highly fragmented. Zero cordination between studios. They quickly became one of my most loved franchises (I am referring to LA fitness as the benchmark here when it comes to scamming practices) to the worst ever. I made over 30 calls, and over 50 emails to help me transfer my membership from Chicago to SF and eventually decided to give up as none of them talk to each other. After shutting down my membership with Chicago 3 months ago, I get a call from SF saying I owe them 2 months of membership dues to a transfer that never even happened.

Pick a cue from Amazon about customer service. Invest in integrated customer management systems, educate your reps on how to maintain customer relationships if you have any hope of acquiring or retaining customers.

+3

I went to OTF as a guest of a friendWhen the class was over the guy tried to sell me a membershipI told him about times that I was not really readyThat I already run and have a yoga membershipHe kept being pushy and pushy and finally I said yes just to get him out of my faceI wanted to leave and plus my friend was thereIt's a good workout but if you try it out be prepared to say no to pushy salesmenI felt like I was at used car dealershipNow I'm out $and I only went to classes (of which was the free class I went to with my friend)I hope no one else has the same experience I hadBe prepared to say no multiple times if you go in These people are crooksI recommend you find somewhere else to workout

+1

I faced the same thing and I will never set foot inside another OT studio in my life. They are shameless and push you around when it comes to getting a membership. When I said I did not want to join as I was thinking things over they badgered me till I gave in. I am really angry. I had a MUCH better experience with Life Time and that is where I shall be going.

I love the trainers-most of them....however the "day" cancellation policy ends up being days I tried to cancel the very next day and I was told that they would charge me for additional dain my book that is days and NOT

+1

Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ Member signed up for a Founder rate membership on 5/8/We opened the studio on 9/13/We had two weeks of free classes before the opening on 9/13/Member came in and bought an OT Beat(heart rate monitor) on 8/ Next contact we have logged goes as: I had received a call from [redacted] on 9/29, and she was very upset about not receiving a full refundWe went back and forth and she wanted no compromise, and continued to demand a full refundShe threatened to call Corporate and the Revdex.com along with a negative Yelp reviewShe did submit a negative Yelp review on 9/28, and we have not heard back from her since 9/ I spoke with [redacted] and we decided to cancel their membership and waive the 30-day cancel policy without requiring them to submit the cancellation form [redacted] refused to fill out our cancellation form because she was told by her boyfriend [redacted] that it was a "scam" to collect one more months payment Happy to return the OT Beat heart rate monitor if it has not been usedHappy to give the member sessions to use at their connivence over the days Attached are her Membership agreement, and her client Intake form Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) While the content above is not accurate in terms of the times I contacted the studio (and I have proof on my cell phone) and the extent of the conversations with [redacted] (not ***), I do accept the refund, however, it was refunded because a dispute on my card was filed, NOT because the company chose toI will be returning the heart rate monitors in a week or so, as they have not been used and I would like a refund on those as wellIt will be helpful for the staff to know as I do not want any additional problems when I go to the studio Final Consumer Response / [redacted] (3000, 16, 2015/11/24) */ The company has not refunded my moneyI have been charged now $99, $69, and additional $on 9/14/for memberships I have not usedI should not be responsible to pay for a membership that was falsely advertised in addition to the building not being approved to open when indicatedThe building had a delayed opening of months which I was not present for Final Business Response / [redacted] (4000, 18, 2015/12/09) */ Our records show two and only two charges8/for $and 9/for $The first charged we agreed we would refund we she returned the HRMI will have to double check tomorrow on the refund of the $From here it looks like it went through, but I need to double check tomorrowIf it did not go through I will process tomorrow and I apologize about the mistake hereWe would be happy to offer her the two free weeks she never got due to the delay with the constructionThank you, [redacted] ***

+1

As the owner, I have to first point out that there is no such thing as a pay "in full" since all we have is month-to-month AgreementsAgain, we do not control when or on what date the charges hit the cc--that is the finance/processing companyMy Manager did his job correctly, like it or notHe communicated with this member when an issue became apparentI was monitoring the call and he was not rude, he was clear to the issueI understand the situation is not agreeable to the member, nor convenientThat does not make it our faultAlso, my company email/phone# and personal email have been available from the startThe member could have communicated directly with me at any time but chose a reactionary avenue insteadFairness is a two-way street: I have always been available for resolution, but it's difficult to offer resolution when a complaint only gets to me through a third partyI hope we all agree on thatI am willing to work out a payment planI will leave that initial proposal up to the member, and work with her from thereI hope we can come to a reasonable and workable conclusion to this matter

+1

I was unfortunately unable to refund ***s heart rate monitorI was trying to explain to him that it is a corporate policy, I am unable to refund his heart rate monitor for two reasons#it is a sanitary health issue and he has already worn it#that it is against our policiesI was trying to explain this to him and he became agitated and told me it was defective equipmentThere is a troubleshooting process I offered to walk him through to be able to use his heart rate monitor outside of our studioHe became increasingly agitated and said there were alternate means of getting his money back and rushed out of the facility Orangetheory® Fitness offers a 3-day right to rescind policy on memberships and packagesClients should be made aware of this by the employee upon purchasing their membership and/or packagesOutside of this 3-day “grace period” no refunds on memberships or sessions will be allowedAll retail item purchases are nonrefundable(pg of the business policies)

Hi [redacted] , It is most unfortunate that you feel like you had a bad customer service experience with Orange Theory FitnessWe are happy that you enjoyed the workouts and wish you didn’t have to leave usYou’ve stated on your cancellation notice that your overall experience with OTF was Excellent so we were quite baffled by your reviewLet me take some time out to explain our policies and address your many concerns piece by piece**Please note that everything being discussed is detailed in the Membership Agreement you read and signedYou’ve expressed that you’ve paid for the month of October, November, and December and didn’t use your membershipWe DO NOT have control over your personal schedule and availability to attend a sessionEvery membership or monthly service has an understanding you have monthly dues to pay regardless of usageOtherwise, it would not be considered a monthly membershipInstead, that would be a pay as you go membership or package where you may pay for a certain amount of sessions and use them within a one year periodAs far as freezing your membership, AS A COURTESY, we offer that option in the event you are not actively able to take advantage of your sessions if you are injured, traveling, or temporarily can’t find the time to come inYou must unfreeze in order for us to be able to properly cancel the membership because of the last month’s payment that is dueIn response to your cancellation, you came in to cancel on February 5thYour membership agreement clearly states that you have a day cancellation where you will be billed an additional monthWithin that month you are allowed and encouraged to use your remaining sessionsWe’re sorry that we’ve parted leaving you with a negative impression, but the conditions of the cancellation policy are clearly stated as part of the enrollment processWe encourage you to take the time to read over your Membership Agreement prior to enrollmentAs per NJ State law, you also have a day “Buyer’s Right to Cancel” where you can get a full refund if you change your mind about the purchase or if you disagree with the conditionsOn paper, we have taken all the necessary precautions in order to explain everything before you sign the dotted lineWe pride ourselves for not having to lock our members in for a year or longerWe don't have enrollment or processing fees, and more importantly cancellation feesWe make it simple to join and simple to cancel provided you take the proper steps detailed on the membership agreement

Not sure how to respondSeems to be resolvedI'm glad Mr [redacted] understands that we are stringently dictated and operated by corporate policyI've been an owner of an independent gym, and I had more flexibilityWith a corporate franchise there is none, and if you don't follow policy you get a warning etc

OTF Irvine [redacted] Irvine CA ###-###-#### RE: Customer Complaint: [redacted] While we understand her circumstance, we also provided every opportunity for this consumer to follow our simple instructions to assist usThough there also seems to be some insufficient customer service on our end, we do not control consumers' schedules, bank accounts, nor do we control their initiative For example, in October, after speaking with this consumer, I asked that they send us their new out-ofstate address so that we could forward them a Cancellation Form, which they must signWe never received a responseAlso, after we once again contacted this consumer 2/to ask if she ever received resolution, and the repsonse being that they did not, our follow up was to ask if they ever did sign the Cancellation FormOnce again, we have yet to hear a response We will do what we can for the consumer, but it is a two-way street, and the consumer has to help us help them [redacted] , OTF Irvine/owner

My records indicate that to date, we have never received a Cancellation FormIf the client has a copy of the form signed by himself and the manager, I'd love to handle the matter as he desires.As I'm understanding the complaint, the client first inquired about canceling on 1/and that his last recorded visit was 1/ I have an email from the client stating he will be in the studio 1/to sign the Cancellation Form yet none was ever received The manager was on site from 7am-7pm on Monday the 27th as he is every weekdayThe next interaction with the client was on 2/when his billing declined an he was contacted to resolve the matter He was contacted again on 2/for that decline, and no contact was recorded until 3/when his next billing declined His response to the inquiry over the 3/decline was to forward an email dated 1/where in he stated he would be in 1/to sign paperwork (which never happened).In 3/an email exchange occurred between the manager and the client where the client attempts to date his cancellation from 1/even though no paperwork had been signedHad he actually turned in the necessary form then we would be more than happy to abide by the standard day cancellation period but until the form is rendered, there is not much that can be done I do agree with the client that it would be fabulous if we had a way for people to cancel online or via (e)mail but as yet, our Corporate Policies and systems do not permit this I would also love it if we could prorate memberships, but that option is also not available to us The form to fill out is indeed available at the studio at all times and yes, we do try to have our manager discuss a person's reason for canceling in the hope that we can save the relationship - but even if we can't we do prefer to part ways amicably However, if a person chooses not of fill the form out, well, I am usure what they could reasonably expect

Auto pay trapNever explained the membership and each sale person gave me a different explanation! starting with (I am sorry this was not explained when you signed your membership) (I am sorry that was not clarified from the beginning) same day, Different people! It seems that this is the trap they use, otherwise why would they both apologize for not explaining? They don't want to work with you, they want the money, I liked the workouts but the way they were pushing to get any money in anyway was just a total red flag for me, I don't feel comfortable going to a place that misrepresent themselves and thrive for money, they lost me as a customer and will never recommend it to any one, ZERO customer service with all the money that you pay! WESTCHASE ORANGETHEORY

In their contract it states that there is a 30 day cancellation; however, what they fail to tell you is that it is 30+ days. I called on June 17th, 30 days would get me to the July 16th. However, they indicated that since my billing cycle is the 3rd, they would charge me for another month through the Aug 3rd. I explained that they only require 30 day notice and I should only be charged for 30 days and retroed...THEY SAID NO! When I asked for the contract I signed, they said they don't have it! ARE YOU KIDDING ME. I will be filing a class action suit. Anyone else in?

+3

Orange Theory Fitness Kenwood - BEWARE

This may apply to all locations but our experience has been at the Kenwood location. My wife tried to sign up for classes but the login credentials set up by staff did not work.
After multiple attempts and with the creation of a new account the app still would not let her sign up for a class without charging her again. She spoke with management on multiple occasions and they acknowledged that there was technical problems with their software. After this my wife asked for the membership to be canceled back at the beginning of January and to credit her December dues back. They agreed to cancel and said they would have to contact the area manager for the refunds.
3 months later they are still charging membership dues to our account which we had to have credit company put a block on. I also personally called and sent messages to Management with each time them telling me someone will regional management will get back to me.

In October I called Orange Theory of Country Walk to cancel my membershipI spoke to a young lady, I told her the reason for my call and asked her if I could do it over the phone or if it had to be done in person, she told me she could take care of it over the phone.She made it clear to me that I did not have to go into the studio, although I had no problem going inSo, she explained to me that OT has a day cancellation period, meaning since I called In late Octthan they would bill me again in Nov( the LAST time they would bill) and I would have access to the studio until the second week of DecI told her that it was very unfortanate for me because I would no longer be able to attend, but that I understood thats the policyShe told me she was going to fill out a document in which she would put down the reason for the cancellation ( I told her I was changing jobs and my new schedule was going to come in conflict with the studio hours, I also mentioned I could no longer afford

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowThis case shows that it is closed? But I have not received my refund yet of $99? The owner said that he would refund the difference from my monthly rate of $ I attended classes on (1/26/16, 1/28/16, 2/9/16, and 2/21/16), which costs $each So $159-$60= refund of $ Please advise!*** ***

Hi Bertha, As we spoke on the phone I am responding to the complaint ID . for *** *** In December, *** had signed up at our facility with our founding rateDuring our presale process, we reserve memberships at a lower rate before our studio opensThis is the benefit of
reserving a membership before the studio opensWe do not charge your membership before we openAll of our founding memberships start on our Grand Opening dayAll members who secured our founding rates are contacted by phone and email as to when we will be starting classes. We do have documents and contact information that we have already given to *** to help explain the situationThese documents are attached. I have been in contact with *** via phone, email and in person to help get this resolved for herI left *** a voicemail on 6/and sent her an email on 6/as well asking her to contact me back to talk about the situation*** responded on 6/via email and provided documentation that she had on file to usWe responded on 6/stating that we had returned the charges on her account. On 6/21/*** stopped into the studio and we spoke about the return of charges and the situation at handOn 6/23/I sent her screenshots of the returned charges for her records. On 6/24/I called *** and left her a voicemail saying that I have confirmed with our software company, Mind Body Online, that both charges have been settled. *** has no more complaints with us and is leaving happy and the situation has been handled between both parties *** *** Studio Manager Studio #- Fresno-California p ###-###-#### N Blackstone Ave #106-112, Fresno CA, *Independently owned and operated by Orangetheory Franchise

I think my best possible recourse is to simply address the contractual obligations to our cancellation process and because Lauren did not follow those, as Franchisees, we have no choice but to follow the franchise rules, or risk losing our license. I've attached all of her paperwork so that you
and your team can verify the contractual language. As you might expect, for whatever reason, there are countless stories of fraudulent Membership cancellations in our industry, which is why we've had to resort to in-person cancellations. And even though it is unfortunate that Lauren did not have her own transportation, Orangetheory Fitness believes there are other numerous ways for people to find transportation, in order to take care of important legal obligations. Was this helpful? Or can I provide something else? Thanks again, *** *** ***
Studio Manager & CoachOTF Madison Fitchburg608-709-

Company responded via phone:The manager that was here at the time of the transaction is no longer with the company. The current manager has attempted to reach the consumer regarding the matter via email. Company has researched cash transactions around the dates of possible sale provided
by the consumer and they have been unable to locate the sale of the gift cardConsumer stated to the company that she is not sure who purchased the card from her office but she was told $was paid in cash. Company confirms that the paper given to the consumer has no value on them unlike traditional gift cards. The amount of the gift cards are put under an account in their system. There is unfortunately nothing that can be done at this time without a paper trail

The client became a member on 8/11/13, signing the attached Membership Agreement Please note the initials in the box on the second page next to Paragraph (Entire Agreement: all changes must be made in writing by both parties) and Paragraph (Cancellation: written, day notice)
specifically addressing the cancellation policy he was agreeing to by signing the contract On 1/22/14, the client called in to the studio to request cancellation and was informed of the policy for doing so He became verbally abusive, used vulgarity and threatened the employee with sending his banker and lawyer after her The verbatim quote in the notes is not fit to print This was brought to my attention the same day (after the client emailed the Area Representative again threatening to bring this matter to the State's Attorney General, issue a chargeback on the card used for payment and "document" his experience on Google and Yelp) I personally emailed him the cancellation form (attached) and offered to process it the same day I received it back To date, no cancellation paperwork has been received by myself or anyone on staff.On 2/11, the client's personal assistant came in to the studio demanding information regarding his membership As she is not the client, we did not divulge his information to her She became very upset and repeatedly demanded to see his account information and insisted that she ought to be able to cancel the client's account.On 2/13, my partner received a voicemail from the client's accountant describing poor behavior on the part of the studio manager My partner and I called her back in tandem and learned that the personal assistant had relayed a version of events to her regarding the 2/incident We explained the cancellation policy, which the accountant agreed was quite standard in the industry as she apologized for her "high net worth" client who often feels as though rules of society don't apply to him (her statement, not mine) The call ended with an understanding that we have no interest or desire in dragging the membership out and creating enemies with "high net worth" individuals but we are required by our Corporate Office to follow their proceduresand allowing random third parties to cancel member's accounts isn't compliant A simple form, which had been emailed to the client approximately weeks prior, is all it takes to cancel I also addressed the alleged poor behavior with the employee.I am unsure what more can reasonably be done if the client refuses to sign the cancellation form provided him and alternately relies on threats, intimidation, vulgarity and his sending his employees to handle his affairs

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Description: Fitness Centers, Exercise & Physical Fitness Programs

Address: 1101 N Main St, Summerville, South Carolina, United States, 29483-7327

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summerville.orangetheoryfitness.com

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