ComplaintsforOrangetheory Fitness

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against Orange Theory Fitness in ********, **, due to issues with their membership cancellation policy and class availability, which have significantly impacted my experience and breached the expected standard of service.I returned to the ******** studio after a hiatus, having been a satisfied member for multiple years before the ******19 pandemic. Unfortunately, my recent experience has been marred by significant challenges, notably the drastic change in class availability. Since rejoining, I have encountered severe difficulties in booking classes, often finding myself on lengthy waitlists. This situation has persisted despite the studio's attempts to address the problem of members booking classes and not attending.My frustrations were compounded by the studio's handling of my membership cancellation. Initially, I attempted to cancel my membership within days of observing these issues, as the service no longer met my needs or expectations. However, I was informed that I had to adhere to a two-month minimum contract and that cancellations had to be processed in person. This information was not only inconvenient but also contradictory to what I later discovered during an in-person visitthat there is a 30-day no-risk cancellation policy which was never communicated to me initially.This lack of transparency and the studio's insistence on adhering to the less favorable terms of the two-month minimum when a more flexible option was available are unacceptable. It feels not only misleading but also fundamentally unfair, particularly to a returning loyal customer.I am requesting that the ********************** intervene to ensure that Orange Theory Fitness adheres to fair and transparent business practices. Additionally, I seek acknowledgment of the oversight, an apology from the studio, and a full refund of all money paid, amounting to $218, for the inconvenience and frustration caused by their policies.

  Business response

  05/01/2024

  ********************,

  All charges have been refunded accordingly. This was an oversight on our behalf and we apologize for the delay in processing and any inconvenience it may have caused. We understand your frustration around class availability and evolving class times. This location is heavily utilized and diligence around pre-booking classes to ensure consistency in your workout routine is needed. Again, we apologize if this was not properly explained by our staff. The number of class offerings at this location has been unchanged, but occasionally class start times adjust in order to accommodate the membership base as a whole. We hate to see you go but wish you well on your continued fitness journey.

  In health,

  Maverick Fitness

  Customer response

  05/01/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/01/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Hello Dear BBB,Iam an OrangeTheory Customer and I had an out of country vacation planned and informed the same at the studio to hold off on deducting my payments and I would come rejoin post vacation ! But the front desk people guided me to goahead for freeze so that I can come and join back after vacation but never informed me on the $15 deduction for this and requested to sign a document which I just signed by not even looking at the form as the front desk team never informed me about the charges.To my surprise after *** back I have seen my creditcard being deducted for $15 every month and called them and now the blame game starts saying u isgned but I did tell them that I was never informed when I was in the studio about the charges and signed assuming it was free.Why would I pay $15 for no reason and they didnt even consider that and started being rude enough to let go and giving no options but also forcing me to come to the studio to sign the account suspension.How would somebody in another state come and sign documents in person?And this could lead to my credit card deduction on monthly charges.Till I joined they repeatedly called me 100time to join and did inform me that never there would be any extra charges excepting the monthly charges and now started being rude and putting me in this situation.I need help on this and my money back .I did tell them that if I get my money I would continue coming but the Manager was ok to let me go but not ready to give my mopney back which was not even told to me about.Quiet RUDE !! Seems like Manager dont care .and forcing to come to studio to sign papers irrespective wherever Iam in the country.Manager who spoke to me dont care about holding the cutomer but was very much fine to let go rather finding a solution and was quiet disrespectful.Location : ********************************************************** Conversation : On Saturday 7/29/2023 - ****am with the Studio Manager [ Quiet Rude and no patience to deal customer issue]

  Customer response

  08/02/2023

  I have resolved the issue . Thankyou !

*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. ↩