Orange Theory Fitness

Hi [redacted], It is most unfortunate that you feel like you had a bad customer service experience with Orange Theory Fitness. We are happy that you enjoyed the workouts and wish you didn’t have to leave us. You’ve stated on your cancellation notice that your overall experience with OTF was Excellent...

so we were quite baffled by your review. Let 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 signed. You’ve expressed that you’ve paid for the month of October, November, and December and didn’t use your membership. We DO NOT have control over your personal schedule and availability to attend a session. Every membership or monthly service has an understanding you have monthly dues to pay regardless of usage. Otherwise, it would not be considered a monthly membership. Instead, 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 period. As 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 in. You must unfreeze in order for us to be able to properly cancel the membership because of the last month’s payment that is due. In response to your cancellation, you came in to cancel on February 5th. Your membership agreement clearly states that you have a 30 day cancellation where you will be billed an additional month. Within that month you are allowed and encouraged to use your remaining sessions. We’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 process. We encourage you to take the time to read over your Membership Agreement prior to enrollment. As per NJ State law, you also have a 3 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 conditions. On paper, we have taken all the necessary precautions in order to explain everything before you sign the dotted line. We pride ourselves for not having to lock our members in for a year or longer. We don't have enrollment or processing fees, and more importantly cancellation fees. We make it simple to join and simple to cancel provided you take the proper steps detailed on the membership agreement.

Auto pay trap. Never 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, 2
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

OTF Irvine
[redacted] Irvine CA 92646
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RE: Customer Complaint: [redacted]
While we understand her circumstance, we also provided every opportunity for this consumer to follow
our simple instructions to assist us. Though 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 sign. We never
received a response. Also, after we once again contacted this consumer 2/14 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 Form. Once 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

I was unfortunately unable to refund [redacted]s heart rate monitor. I was trying to explain to him that it is a corporate policy, I am unable to refund his heart rate monitor for two reasons. #1 it is a sanitary health issue and he has already worn it. #2 that it is against our policies. I was trying to...

explain this to him and he became agitated and told me it was defective equipment. There is a troubleshooting process I offered to walk him through to be able to use his heart rate monitor outside of our studio. He 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 packages. Clients should be made aware of this by the employee upon purchasing their membership and/or packages. Outside of this 3-day “grace period” no refunds on memberships or sessions will be allowed. All retail item purchases are nonrefundable. (pg 21 of the business policies)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  Although, I was told by one of their employee that returning the cancellation form that day would be acceptable, otherwise I would've sent the form earlier.  Also, I was on vacation with my family the day they called and I returned their call immediately upon return.  
Regards,
[redacted]

My records indicate that to date, we have never received a Cancellation Form. If 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 1/26 and that his...

last recorded visit was 1/24.  I have an email from the client stating he will be in the studio 1/27 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 weekday. The next interaction with the client was on 2/27 when his billing declined an he was contacted to resolve the matter.  He was contacted again on 2/28 for that decline, and no contact was recorded until 3/27 when his next billing declined.  His response to the inquiry over the 3/27 decline was to forward an email dated 1/26 where in he stated he would be in 1/27 to sign paperwork (which never happened).In 3/27 an email exchange occurred between the manager and the client where the client attempts to date his cancellation from 1/26 even though no paperwork had been signed. Had he actually turned in the necessary form then we would be more than happy to abide by the standard 30 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.

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

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 Agreements. Again, we do not control when or on what date the charges hit the cc--that is the finance/processing company. My Manager did his job correctly, like it or not. He communicated with this member when an issue became apparent. I was monitoring the call and he was not rude, he was clear to the issue. I understand the situation is not agreeable to the member, nor convenient. That does not make it our fault. Also, my company email/phone# and personal email have been available from the start. The member could have communicated directly with me at any time but chose a reactionary avenue instead. Fairness 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 party. I hope we all agree on that.
I am willing to work out a payment plan. I will leave that initial proposal up to the member, and work with her from there. I hope we can come to a reasonable and workable conclusion to this matter.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I apologize I was a little late attempting to issue my rebuttal to the response issued by the company with which I have had a recent dispute.  They have behaved poorly in this matter and misrepresented the facts in this dispute.  I would appreciate the opportunity to clear up a couple of verifiable untruths in the company's response.  In particular that the manager was in the studio on 01-27-2014, when he was not. The studio was closed that afternoon and all classes cancelled. And the manager was nowhere to be found when I was there (for the second straight day as I was attempting to cancel my membership). If you would be so kind as to reopen the complaint, I would be glad to clear that up. Thank you, 
[redacted]

PULL OUT YOUR CALCULATORS if you need them)

So orangetheory fitness said they couldn’t figure out the math when I froze my membership on the 3rd day of my monthly membership (after getting injured in the 1st day of my monthly membership) because my account had been frozen for 5 months so instead, they were going to go ahead and charge Me without giving me my 27 days. (NO. I DIDNT NEED A CALCULATOR). After which they would then charge me for ANOTHER month since I’m choosing to cancel.
Apparently those 27 days don’t count as 1month notice for cancelation but also won’t be considered membership.
Sooooo I’m paying 57days membership at $350 instead of the 30days in their contract be cause THEY CANT MATH.

I took a class and it was horrible the instructor couldn't be bothered.told me to march in place .

I went to the front desk to complain and was told it was my fault I had a bad class maybe if I knew how to work out it would have been better. I immediately cancelled my membership within the 3 days. I am supposed to get the membership fee refunded. 5 months later I still can't get my money back.

I complained I wanted them to take the watch back because I couldn't use it any place. they won't take it back so they use that as an excuse why they won't refund my money. They lied to my credit card company saying they would refund the entire amount if I retuned the watch. I tried 3 times.

There is never a manager when I get there. I went to Revdex.com they argued again that they would refund all the money if I returned the watch. Well how about the membership? I'm paying interest on it for 5 months.

Corporate never responds to assist.

so my next stop is small claims court.I think they were hoping I would just go away.

My records indicate that to date, we have never received a Cancellation Form. If 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 1/26 and that his...

last recorded visit was 1/24.  I have an email from the client stating he will be in the studio 1/27 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 weekday. The next interaction with the client was on 2/27 when his billing declined an he was contacted to resolve the matter.  He was contacted again on 2/28 for that decline, and no contact was recorded until 3/27 when his next billing declined.  His response to the inquiry over the 3/27 decline was to forward an email dated 1/26 where in he stated he would be in 1/27 to sign paperwork (which never happened).In 3/27 an email exchange occurred between the manager and the client where the client attempts to date his cancellation from 1/26 even though no paperwork had been signed. Had he actually turned in the necessary form then we would be more than happy to abide by the standard 30 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.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I apologize I was a little late attempting to issue my rebuttal to the response issued by the company with which I have had a recent dispute.  They have behaved poorly in this matter and misrepresented the facts in this dispute.  I would appreciate the opportunity to clear up a couple of verifiable untruths in the company's response.  In particular that the manager was in the studio on 01-27-2014, when he was not. The studio was closed that afternoon and all classes cancelled. And the manager was nowhere to be found when I was there (for the second straight day as I was attempting to cancel my membership). If you would be so kind as to reopen the complaint, I would be glad to clear that up. Thank you, 

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 4 (Entire Agreement: all changes must be made in writing by both parties) and Paragraph 5 (Cancellation: written, 30 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 2/11 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 normal 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 procedures... and allowing random third parties to cancel member's accounts isn't compliant.  A simple form, which had been emailed to the client approximately 3 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.

Review: I purchased a month-to-month gym membership to Orange Theory Fitness on January 13th, 2015 at 8:16 am from [redacted]. I was assured that it was not a contract, but definitely pay-as-you-go. She took down all my information, and failed to correct even a misspelling of my last name. I did use the Orange Theory gym for 4 total exercise sessions, 1 was an introductory free class, 3 were scheduled, 1 one was scheduled and absent. I am totally willing to pay for the 69 dollars worth of classes that I used.

On February 12th, 2015 I spoke with [redacted] on the phone and was told that I would need to cancel 30 days in advance. I asked if there was any way to avoid those fees as I was undergoing surgery and unable to engage in high impact exercise. She said yes and would email me a freeze and process my cancellation. She said the freeze fee would be waived due to medical reasons and that the cancellation would run it's thirty days and no further charges would be incurred.

I assumed good faith was taken by OTF and it's agents. It wasn't until I checked my card statement I noticed that I had been charged multiple times. I am requesting a refund for all but the original 69 dollar charge by orange theory.

I have provided in writing a cancellation notice and the above details to OTF as of June 29th, 2015.

I would again ask that they stand behind the word of their agents in this matter.Desired Settlement: Immediate termination of membership.

Destruction of any personal information held.

Immediate removal from any newsletters, contact outside of resolution.

69 dollar charge on 6/26/2015 refunded.

69 dollar charge on 5/27/2015 refunded.

44 dollar charge on 4/26/2015 refunded.

Business

Response:

I am the owner of Orangetheory Fitness, Irvine, where [redacted] is a member. I'd like to put this complaint in perspective. He joined 1/13/15. On 2/18 he put his account on freeze for 30 days. A day before his membership would be once again active we left him a message that the freeze was ending and he would be charged his $69 membership again and henceforth. On 3/20 he was billed. Three months later, 6/30, without using any of his sessions he emailed my Manager and said for us to send him a cancellation form. It was explained 5 times that that is against corporate policy (and as a franchise we must adhere to corporate policy); he would have to physically come sign off on a terminated membership. As explained to him, it is for the member's protection that we adhere to this. After only the second time that this was explained to him, [redacted] threatened us with legal action; after the third time he filed with the Revdex.com. Although it was openly suggested to him that he should contact myself (and my email was given) with his complaint. He did not contact me. Instead he threatened a law suit and filed this complaint. Also, he says he had medical reasons for his freeze. We typically need a written explanation from a medical professional to freeze with a medical excuse. We never received one. [redacted] had from 3/20 to 6/30--3 MONTHS-- to call and ask about the procedure to cancel, if he needed clarification. This member never used his membership and now wants us to refund it to him. This member was also given access to my contact information but also did not act on that.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[I appreciate the response from the business for what it's worth, and the dialogue is important. Communication, or lack thereof was never the complaint- but rather the choice of when to communicate. I received plenty of response in my recent correspondence with the gym manager Caleb Allen. He illustrated that he couldn't send me a cancellation form as this was against corporate policy. In reviewing the contract it doesn't have this in writing. He also had no issue sending me other personal info via email, including the original copy of my contract. I emailed to simply discontinue service without being present in the studio as I was in the state of Texas. This has escalated and it seems as though there is a lot of personal responsibility to be on top of contract terms and corporate policy as a consumer. I simply want honest communication. I have used the services of Orange Theory a total of 4 times and it feels as though they are taking advantage of my lack of understanding on how the billing works. I was able to head into the orange theory gym on July 2nd to cancel my membership. I hope that orange theory does the right thing and cancels my membership immediately and refunds the unused portions of my membership. Even if I didn't follow the letter of their arbitrary corporate policy it seems as though they wouldn't charge consumers for unused products & services. If I incurred any additional costs to Orange Theory I would understand their hard line on this position. But I honestly didn't use their gym at all! I thought I had cancelled my membership.]

Regards,

Business

Response:

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

Review: I signed a membership to join the gym on 9/3/2013 prior to the grand opening for the gym. The gym told me my credit card would not be charged until I took my first class. In October, I went in and cancelled and asked for my paperwork back with my credit card because we had to relocate to WA for a work relo. They told me no problem, you won't be billed until you take your first class, I asked for my paperwork back and they stated they didn't have any and kept it at their location in Newport Beach, they reassured me several times I would not be billed for anything. the gym opened on 11/15/2013 and they billed me for $149 on 11/18, 12,17 and 1/17/2014 and say they can't credit me for November and December because 2013 is closed out. I personally went in and cancelled in October and they don't me not to worry, I asked for my ppwk back and they wouldn't give it to me. I just noticed the charges on my credit card statement now once we got our PC up and running from moving.Desired Settlement: Simply refund the 3 payments for $149 because I came in and cancelled in October and even the owner ([redacted]) reassured me and said not to worry about it, you won't be billed until you take your first class which I never did, we had to move to WA for my husband's work relo. I never took a class and provided a utility payment bill showing our new perm address effective 11/15/13. Thank you for any assistance resolving this matter... [redacted]

Business

Response:

OTF Irvine

[redacted] Irvine CA 92646

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RE: Customer Review: [redacted]

While we understand her circumstance, we also provided every opportunity for this consumer to follow

our simple instructions to assist us. Though 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 sign. We never

received a response. Also, after we once again contacted this consumer 2/14 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 Form. Once 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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

My personal information was left with the business in October with a request to cancel in writing, they did not have any official cancellation forms to provide as the owner has concurred when I went in to the business to cancel. The business was in the process of construction/opening. At that time, we did not know what our new perm address would be, only that we would be moving due to a work relocation. Our new address took effect on 11/15/2013 and we provided the business with a copy of a utility bill to verify that. I was also told that no charges would occur until I took my first class which never happened as we moved prior to the gyms grand opening. This was explicitly told to me to reassure me when I asked for my credit card info back so nothing would be charged. Furthermore, we just received a notice that the business is still trying to bill our credit card for autopay. We have spoke to the manager (Whitney) on several occasions and have asked [redacted] to call me so we can discuss and hopefully resolve this. Thank you.....we can and will provide any and all needed info.

Review: I signed up for Orange Theory Fitness in April 2014 and my bank account was to be deducted by $150 automatically each month for my membership. At the end of April 2015 Orange Theory Irvine charged me $1749 in back payments because they said my the money failed to be withdrawn from my bank account. I was not aware I was not being charged, and I continued to workout at the studio three times per week without anyone saying anything to me about my account being past due. At this time my bank account is overdrawn because I do not have the budget for $1749 to be withdrawn at random. I have spoken with the studio owner and he refuses to take any responsibility for his billing mistake. I never rejected payments or did anything on my end to prevent them from charging me. This is entirely their error.Desired Settlement: I believe I am entitled to a full refund of the $1749 I was charged in April 2015. I am happy to pay my monthly membership fee of $150, as long as it is withdrawn monthly and not all at once. I never agreed to pay in full for my year's contact; I agreed to have $150 automatically withdrawn from my bank account one time per month.

Thank you.

Business

Response:

This member signed an Agreement for payment responsibility. We submit to the payment company and they charge her cc. When those charges hit is out of our control. Also, she seems fully aware that she never paid a dime of her membership. She's been using our machines, trainers, classes for free for approx. 8 months. It is NOT our error in any way. Again, we submit the charges to the payment company. Also, she did not talk to the Owner--I am the Owner. She talked to the Manager, [redacted], and according to him she understood and was agreeable to pay what she owed.