Orangetheory Fitness Carrollwood

30 day cancellation in contract and on main OrangeTheory website not honored.
The email below was sent to the corporate office email on 12/23. After not hearing back, I called the corporate office on 12/30, played phone tag with David C. or Taldus with my last voicemail not being returned.

Good Morning,
I'm writing to you as I've reached no resolution locally.
I joined the downtown St Petersburg OrangeTheory on June 15, 2017 as a founding elite member . My bank withdrawals of $89 happen on the 26th of the month.
On December 12th of this year, prior to my 4:15 PM class, I signed the cancellation form after determining freezings wasn't the right option for me as I didn't want to pay the monthly freezing fee and if I were to freeze, I wanted a longer option than 60 days. Speaking to Mimi while she briefly explained that I would have to pay another 30 day cycle when it was the 12th didn't ring true but I was on my way to class and my contract was at home. Fast forward to getting home from class where I reviewed my contract that clearly states members have to give 30 days: "5. CANCELLABILITY AND TRANSFERABILITY: This membership is not negotiable, transferable, or cancelable except as otherwise provided herein. Notice of Intent to cancel by the buyer shall be given in writing, using the cancellation request form available at the Studio, 30 days to OTF. Member may cancel at any time for any reason." Armed with this information, I called the studio back at 6:05 to speak with the manager, Sasha, who was not in so asked for her to call.
No call back.
Called the studio on the 16th at 8:28 and was given the timeframe she would be in that day. Called back during that timeframe at 1:10, she was no longer in and was provided the timeframe she would be in the next day.
Called the studio on the 17th at 11:16 and was able to speak to *** who said she would pull up my contract then proceeded to give me a narrative version of it that I pointed out did not reflect what the contract actually said. She countered that the cancellation form says a 30 day billing cycle which I pointed out does not reflect the actual contract I signed which is to be honored therefore the 12/26 payment should be prorated. *** told me she did not have the power to do that, a member of the regional team would need to do that and the person was having phone difficulties so she would email her. I asked for her contact information and *** told me she couldn't give that to me. I also requested a copy of the cancellation form.
The cancellation form when it arrived on the 17th, was a surprise. I had added my signature and the date to the bottom of the blank form on December 12th and someone after then had completed the form. That is illegal. I called the studio back at 12:39 but *** was again unavailable so I relayed what I found to Mimi and requested a call back. I also followed up by replying to the email with this information including reiterating I wanted to speak to a member of the management team and a screenshot from the OrangeTheory website that clearly states "NO LONG TERM CONTRACTS 30-day cancellation". The email reply I received back: "Your information was forwarded to our regional team."
Crickets since then.
What do I want? My contract and your website to be honored. Coming behind and making people sign a form that conflicts with both of these is shady and my contract is the agreement I made with your franchise site. Prorating the payment (i.e. half) on the 26th of this month, will honor that agreement.

Thank you for your attention to this matter.
I have been a loyal OTF customer for years and I am saddened by how this process has played out.

For six weeks I contacted multiple OT reps in person, over the phone, & via their text system regarding issues with the app and band but no resolve.
Pros: Great coaches/upbeat environment and music which drives you to really push yourself.

Cons: 1. Customer service (for 6 weeks I spoke to reps in person, left text msgs, phone msgs regarding an issue with my OT Burn band - multiple times. Not one time did anyone ever respond back although I was always informed the manager and assistant managers or troubleshoot techs would respond back, often within 2 days. 2. OT Burn Band: Paid over $100 for this band, but later began to notice the in gym/out if gym features aren't in synch because they use two diff formulas; what this means is if you and your friends wanted to do a challenge (challenges/goals are other features) to see who can earn the most splat points, if some are using the out of gym feature instead, their results will always be lower. When I asked for a refund, I got the run around for 6 weeks before they flat out told me no. They say the band is warranted against defects and if I want the in gym/out of gym results to be calculated with the same formula, there are third party apps to download although they won't synch to the OT app - I'd call this a defect in the OT system. App glitches: I cancelled a workout the day before the workout via the app and got charged and the OT rep stated I was charged because I failed to cancel and there was nothing in the system showing I attempted to; I stressed that I did canceo was. I was told my concern would be relayed to assistant mgr Monica and I'd get response in two days - two weeks have passed and still no response. Also, while doing an out of gym workout once, when it came time to stop the workout so I can see my results, the app froze, my workout was lost, and then the app said I had no account so I had to set it up all over again. Lastly, my readings we're inaccurate for the first 4 weeks because the app never saved my DOB correctly when I initially set my account up.

I was initially willing to continue the workouts without the band as long as they gave me a refund because the workouts are great, but they refuse to fix the formulas, refused to let me return the band, and although they will happily stress that someone will respond whenever you text or leave a message, I have never received a response. Moreover, when I brought the conflicting results to their attention, I was first told my weight was off by 4 lbds, then (find the "sweet" spot on my arm to get an accurate reading), then to uninstall/reinstall the app,zone then formulas don't match (but that's not my fault, OT built the sys). From my perspective, if you're paying all this money for a band and for features that are supposed to work, it should work right or give the customers their money back. The only reason I stayed with OT so long is because they kept telling me the issue would be addressed.