Orange Theory Fitness

The program and coaches are quite good The facility advertises they are different from other gyms because they you are not bound to contract as their main feature but when you try to cancel membership they take a defensive stanceJust like any other gym they have day cancellation policy before the billing dateThe staff went to the extend of saying you are free to cancel and not come after days we will just bill your credit card for one more month!!!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I never received an email from the manager, it could be possible that she had the incorrect addressIf she could send her correspondence to the correct address, [email protected], that would be the final step as they don't seem to be willing to do anything to resolve the matterThanks for your assistance
Regards,
*** ***

This member signed an Agreement for payment responsibilityWe submit to the payment company and they charge her cc When those charges hit is out of our controlAlso, she seems fully aware that she never paid a dime of her membershipShe's been using our machines, trainers, classes
for free for approxmonthsIt is NOT our error in any wayAgain, we submit the charges to the payment companyAlso, she did not talk to the Owner--I am the OwnerShe talked to the Manager, *** ***, and according to him she understood and was agreeable to pay what she owed

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Thank you for refunding my money as requested
Regards,
*** ***

Revdex.com:
At this time, I have not been contacted by Orange Theory Fitness regarding complaint ID
Regards,
*** ***

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 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/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 *** to call me so we can discuss and hopefully resolve this Thank you.....we can and will provide any and all needed info

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 below.I am dissatisfied with the response from Orange Theory IrvineI was never "agreeable" to the resolution provided to me; I was told there was nothing further I could accomplish with themI told them I would take the issue up with the Revdex.com, and they said "Go ahead." I signed an agreement to be charged per month, not whenever the "charges hit." I would NEVER agree to pay for my membership in-full, which is why I assumed I was being chargedI would think that if I was not paying my membership, the gym would not let me use their facilitiesThe person I spoke with on the phone was rude and told me there was no one else I could speak to about my issueA good manager would have given my message to the owner, who would have followwith me if he cared about his members and reputationI am not in a financial position where I can pay $for a gym membership all at once, however, I am able to budget $a month for it, which I agreed toThese people did not care whatsoever that by them withdrawing $from my bank account caused me to overdraft my checking account and fall behind on my billsAt the very least, the company should have contacted me to say "Hey, there was an error that was made on our endUnfortunately we are going to need to charge you for your year's membership nowCan you pay in full or would you like to set up a payment plan?" At this point I am so offended and upset by their lack of customer service, that resolution is no longer acceptable to meI am baffled at how the owner doesn't think this billing issue is an error on their endIt was certainly not my fault that their system apparently failed to withdraw money from my bank account
Regards,
*** ***

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 below
[I appreciate the response from the business for what it's worth, and the dialogue is importantCommunication, or lack thereof was never the complaint- but rather the choice of when to communicateI received plenty of response in my recent correspondence with the gym manager Caleb AllenHe illustrated that he couldn't send me a cancellation form as this was against corporate policyIn reviewing the contract it doesn't have this in writingHe also had no issue sending me other personal info via email, including the original copy of my contractI emailed to simply discontinue service without being present in the studio as I was in the state of TexasThis 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 consumerI simply want honest communicationI have used the services of Orange Theory a total of times and it feels as though they are taking advantage of my lack of understanding on how the billing worksI was able to head into the orange theory gym on July 2nd to cancel my membershipI hope that orange theory does the right thing and cancels my membership immediately and refunds the unused portions of my membershipEven if I didn't follow the letter of their arbitrary corporate policy it seems as though they wouldn't charge consumers for unused products & servicesIf I incurred any additional costs to Orange Theory I would understand their hard line on this positionBut I honestly didn't use their gym at all! I thought I had cancelled my membership.]
Regards,
*** ***

Company was contacted via phone:The consumer's email was verified with the business and they will resend her an email response

Orange Fitness Bromley in London has terrible business practices in my opinion. I have witnessed their behaviour in and outside of the public eye is very different. Hard selling tactics and false promises seem to be common as i've experienced it myself. If they think they can get a sale from you they will be very friendly, but in reality you are viewed as an asset and a money pot.

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.This 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 $159.  I attended 4 classes on (1/26/16, 1/28/16, 2/9/16, and 2/21/16), which costs $15 each.  So $159-$60= refund of $99.  Please advise![redacted]

When a prospect joins Orangetheory Fitness it is required that that individual completes what we call an MA (Membership Agreement). We are a month to month organization so we do not use the term "contract". In this agreement it clearly states, "Notice of intent to cancel by the buyer shall be...

given in writing, using the cancellation request form available at the studio, within 30 days to OTF." This means that we require 30 days notice and one final payment prior to successful termination. The buyer has access to the studio until termination date.  In the case of [redacted], she signed and agreed to these terms on her Membership Agreement (Provided for you in attachments). When she completed the cancellation form she wrote that she does not approve of the policy and would not be paying it. By not paying the final months payment the account will remain open and the buyer runs the risk of incurring additional fees.  [redacted] wrote me numerous emails disputing this policy. I explained the policy and why it is in place. She refused the final payment and informed me that she told her credit card company to put a stop on all OTF Payments.  Due to the nature of her behavior and attitude towards me, I terminated her account effective immediately. She was never charged that final payment nor was her daughter.  I hope that the information provided assists in the resolution of this complaint. If you need further information you can reach me via email or by phone at [redacted]. Thank you. Sincerely,  [redacted]  Studio Manager Orangetheory Fitness Ellisville

I love the trainers-most of them....however the "30 day" cancellation policy ends up being 60 days. I tried to cancel the very next day and I was told that they would charge me for additional 30 days-so in my book that is 60 days and NOT 30.

This place in my opinion is a huge scam. No ethical business practices in my opinion. They claim to have a must sign a form for cancellation but then allow you to cancel over the phone. I never stepped foot in the place (Avery Ranch location in Austin Tx. and they still charged my credit card for two months. I cancelled 2 months before they even opened.
I have heard from several people that this also happened to them.
I tried calling the corporate offices and they actually hung up on me because they know that most of their locations do this.
They really should be shut down as a business for horrible and unethical business practices.

Orange Theory Fitness tries to extract money from their members any way they can. If you miss a class, they charge you $12. If you cancel a class within 8 hours of the class time, they charge you $12. If you want to freeze your sccount because of injury or you will go on vacation, they charge you $15 for every month you do this. Worse, if you want to cancel your membership, you cannot do so immediately. They have a strict policy that you have to give them 30-day notice. So if you find you no longer want their services, they force you to pay a full month's membership and you are thus forced to go. Their program is ok but it is the same run, row and lift weights. If you can get the same workout for a lot less. Orange Theory is a rip off designed to get customers to quickly sign up and then wants to hold you and your pocketbook hostage. Btw, I firmly believe Orange Theory did not disclose any of their rukes eith me. They supperimposed my signsture on all this forms. I remember showing up for my first class and they had me sign my name on an ipod. It was implied that I was merely signing in for the class. I never saw the contract.

I went to OTF as a guest of a friend. When the class was over the guy tried to sell me a membership. I told him about 3 times that I was not really ready. That I already run and have a yoga membership. He kept being pushy and pushy and finally I said yes just to get him out of my face. I wanted to leave and plus my friend was there. It's a good workout but if you try it out be prepared to say no to pushy salesmen. I felt like I was at used car dealership. Now I'm out $200 and I only went to 2 classes (1 of which was the free class I went to with my friend). I hope no one else has the same experience I had. Be prepared to say no multiple times if you go in.

These people are crooks. I recommend you find somewhere else to workout.

Initial Business Response /* (1000, 5, 2015/10/22) */
Member signed up for a Founder rate membership on 5/8/15. We opened the studio on 9/13/15. We had two weeks of free classes before the opening on 9/13/15. Member came in and bought an OT Beat(heart rate monitor) on 8/25.
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 refund. We went back and forth and she wanted no compromise, and continued to demand a full refund. She threatened to call Corporate and the Revdex.com along with a negative Yelp review. She did submit a negative Yelp review on 9/28, and we have not heard back from her since 9/29.

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 used. Happy to give the member 8 sessions to use at their connivence over the 90 days.
Attached are her Membership agreement, and her client Intake form.
Thank you,
[redacted]

Initial Consumer Rebuttal /* (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 [redacted]), I do accept the refund, however, it was refunded because a dispute on my card was filed, NOT because the company chose to. I 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 well. It 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 /* (3000, 16, 2015/11/24) */
The company has not refunded my money. I have been charged now $99, $69, and additional $99 on 9/14/15 for memberships I have not used. I should not be responsible to pay for a membership that was falsely advertised in addition to the building not being approved to open when indicated. The building had a delayed opening of 2 months which I was not present for.
Final Business Response /* (4000, 18, 2015/12/09) */
Our records show two and only two charges. 8/25 for $37.78 and 9/13 for $99. The first charged we agreed we would refund we she returned the HRM. I will have to double check tomorrow on the refund of the $99. From here it looks like it went through, but I need to double check tomorrow. If it did not go through I will process tomorrow and I apologize about the mistake here. We would be happy to offer her the two free weeks she never got due to the delay with the construction. Thank you, [redacted]

I Will just refund this HRM I do not want to continue to explain the situation the HRM is NOT defective it does work and I would still be happy to show how to set up and trouble shoot the HRM. I Will just go ahead and refund the monitor and explain the situation to corporate it is no longer worth it to uphold the company policy in this particular situation there is no way to resolve the issue short of refunding.

[redacted],
5pt;">On December 24[redacted] e-mailed the signed cancellation form to our studio. That was the exact same day as his billing cycle. In order to process the 30 day cancellation policy, they are required to return their signed form, one day prior to their billing cycle.
[redacted] signed the cancellation form that clearly states he has one more EFT, on Jan 24, 2016that will be processed. This is the payment he is requesting as a full refund of $159. Based on our records, his termination has been processed, with his last payment on 1–24–16. This carries his membership to 2-2316. At which time he will no longer be a member atthis studio.
Our phone records indicate that we reached out to [redacted] on 12–28–15 and 1-5–16 to discuss the particulars of his cancellation; to make sure he fully understands the process. However, we never had a returned phone call, email, or text, until his billing date on 1–24–16 We want to provide the best experience possible for our members and want to make sure they completely understand our business procedures. We regret losing [redacted] as a member and would like to make this as smooth of an experience as possible.
If you do approve the return of the funds, please be advised that he has continued to use his membership since 1–24–16 as well. He has participated in classes on 1-27–16 @ 6am, 1-28–16 @ 8.15am and 2-9-16 6:30am, at the RSM location. Since he is currently a member at our studio, I have to transfer a fee to the RSM studio for each of the classes he participates in. Each of these classes would represent a S15 drop In charge if he was nota member. Therefore, if you do grant the requested refund, I would request $15 for each class he has taken during the disputed time, through 2–23–16.
Sincerely,
[redacted]
Owner–OTF Mission Viejo

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.