Orangetheory Fitness

I decided to try out this gym location on the morning of 8/18/2019. I previously purchased a package of classes from the website and booked this class with the intention of utilizing one of my sessions. On the way to the gym I got lost and needed to turn around twice thus arriving exactly 6 minutes late. I was told by the front desk that I would not be allowed to take the class because I was more than 5 minutes late. They proceeded to take the session from me that I paid for and refused to offer me another open spot in a different class. Nowhere was this policy made clear to me, either on the website or in the studio. I tried to email and call the studio manager but have yet to get any sort of response. I would like to ask that my session either be given back to me or that I get a refund of $16.63 which is the cost of the class that was taken from me.

I was charged two months in a row after filling out a cancellation form and being told I would not be charged. I sent emails, called several times, and even showed up in person. I was charged a total of $278 for services I haven’t used and within the cancellation time period. Also, whenever I requested written documentation they refused and said everything was handled. Each time I called or showed up in person I was told a manager would contact me and no one ever has, this is the most poorly ran business I have seen and worst customer service. I have asked politely and am shocked at the poor service this fitness center has responded back with to me, especially being new. I don’t understand why this is so difficult to stop payment and refund me for services I haven’t used.