Orangetheory Fitness

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI received an email from the owner stating I will have until October 21st to complete sessions, and according to this statement written here Owner states I will be given one year to complete which I assume means I have until October 21st 2016? In this case I accept this agreement and thank you for your assistance in coming to a reasonable resolution Regards, [redacted] ***

From: Date: Thu, Aug 3, at 12:PMSubject: Revdex.com Complaint ID [redacted] To: Hi [redacted] I am writing in regard to the complaint [redacted] filed by [redacted] *** [redacted] spoke to me about her concerns immediately after she filed her complaint, but I was not aware she filed a complaint when I spoke to herWhen we spoke, I was under the impression that we had resolved the confusion she had in the charges and that she was satisfiedUpon receiving the complaint in the mail, I reached out to [redacted] by phoneI have not yet heard back from herBy what date do I need to submit a response to Revdex.com before the complaint is deemed “unanswered”?Thanks so much,MaryMary Studio #- Akron, OHNHawkins Ave., Suite 305, Akron, OH Studio #- Canton, OHpBelden Village Street NW, Canton, OH [redacted] Independently owned and operated Orangetheory Fitness© Franchise

[redacted] signed up with us at our Grand Opening for an ongoing membership, on a month to month term It was explained to [redacted] that he could cancel his membership at any time provided that he give us Day Notice from the day he completes the cancellation form at our front desk We offer the month to month membership to provide flexibility to our clients without a long-term commitment He initialed the part of our membership agreement acknowledging he understood these terms Additionally, 14-day and 60-day calls were made to all members who had not been using their membership as an attempt to get them back to using our studio I've tried calling [redacted] since he filed his complaint (Called and left voicemail with my cell number on 6/3) but have been unable to reach him to discuss this matter While I would have been happy to discuss possible scenarios to resolve this issue, [redacted] does not seem interested in discussing a resolution with us Attached is ***'s membership agreement for documentation

[redacted] m> [redacted] I have refunded the payments in question as requested by JasonThe case has been resolvedI reached out to Jason but was unable to leave a messagePlease let me know how I may be of assistance Kind regards, [redacted]

[redacted] ***, passed two fraudulent credit cards that took us over six months to collect and an expired driver licenseWise has contacted our studio manager numerous times to reinstate his membership of which it was determined by our studio manager not to do soOrangetheory Fitness honors all our customers and we pride ourselves in providing the best service possible but illegal activity such as providing stolen credit cards we do not stand for!

Hello [redacted] , It made me so sad to see this complainFrom what I can see on her file she turned in a cancellation form giving a day noticeAll of our memberships are month to month , so she was required to be billed once more in JuneAs you can see below that is what exactly took placeSo, help me figure out to solve this problem and make this member happyWhat would you do? What would you recommend I do? Should I submit to her request for the $refund? I don't want this to affect our good record Best, [redacted] ***

Hello, We are terribly sorry to hear about this valued members experienceWe will be reaching out to the client today to try to solve asap

I am resubmitting paperwork for a check to be cut for him

[redacted] signed up with us in a Presale setting on Dec of 2014, for he and his wifeHe was charged for months along with his wifeOur agreement states, and [redacted] initialed, that the process to cancel is a day windowWe must be notified in personWe opened our doors for business on Jan 22nd, that's when his billing was initiated [redacted] was notified via phone, email and text prior to being charged the first paymentEither he didn't respond or he was no longer interested...yet he stated that he had canceled before we opened the studioWe have no documentation saying that he would have cancelled before our openingHe finally did fill out a cancellation form on 3/6/after which he had been charged a second timeWe , [redacted] and management, decided upon a fair solution and we refund he and his wife one month each for $a piece along with the hear rate monitors that members need to perform in class at $Total refunded was $x = $and $x = $118...totaling $refunded to [redacted] and his wife

We called [redacted] to address her concerns on and there was no answer so we left a voicemail asking her to call us backOn we made another attempt to call her since we did not hear backWe left a voicemail again and a few minutes later [redacted] messaged us privately to say " [redacted] **"We responded that we are calling her to discuss her membership cancellationShe wrote back that she did not want to speak to us and that we should just refund her or she will contact her credit card company and threatened to post negative comments on social mediaWhen [redacted] disputed her charge we supplied her credit card company with all the documentation noting the multiple attempts we made to contact her and provide a resolutionTo address the issue of the watch [redacted] has not returned it or contacted anyone about returning itOrangetheory Fitness always strives to give the best customer service, we pride ourselves on consistently having the highest member satisfaction numbers based on member surveysUnfortunately if a client declines to speak with us it becomes difficult to resolve the issueAs always our doors are open, we will happily discuss this to come to a resolution

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:This is not the first time [redacted] has claimed I will receive a check in the mail for eighty dollars. I will be happy to accept his response, but only when I actually see a refund arrive in the mail. Regards, [redacted]

I would like to start by apologizing for the miscommunication and experience with our company received by the consumerIt is our number one priority to fully explain our policies to every member and to provide them with the best possible experience It is mandatory that our staff to explain the process of the heart rate monitor usage to any new member or first-time prospect(intro)A first-time prospect(intro) is allowed to borrow a heart rate monitor with no charge so they may be able to fully experience the Orangetheory workoutHowever it is also fully explained that their first class is the only time they may use a heart rate monitor provided by Orangetheory Fitness for freeIf a first-time prospect chooses to become a member they have several options in regards to the heart rate monitor, (a)purchase a heart rate monitor from any Orangetheory Fitness StudioThis will be their heart rate monitor to keep for their own use and they may keep and continue to use after they have ended their Orangetheory Fitness membership(b)if the new member chooses not purchase a heart rate monitor they may rent one for an additional charge per class session(c)if a new member does not want to buy or rent a heart rate monitor they may workout with out oneIt is not mandatory to purchase or attend an Orangetheory Fitness class session with a heart rate monitorWhile we strongly recommend that ever member purchase a heart rate monitor to receive the best benefit from our program, it is at the member's discretion if they choose not toUpon speaking with the sales associate that helped the consumer with her first class and sold the consumer her membership, the heart rate monitor options were explained to her in detailShe was told that she had the option to purchase, rent or workout without a heart rate monitor It is a company wide policy to not include the heart rate monitor in the membership, but to allow the member to have the option to purchase or not I also had a phone conversation with the consumer about her not being able to get into classes and being placed on the wait listShe expressed her grievances and I reassured her that many people make it off the wait list and that she should still stay on the wait list because there was a high probability that she would make it in to classShe said that would not work for her and I agreed to give her three free sessions for the week she missed from 4/18-4/The three free sessions were placed on her account, however she never used themThe three sessions will expire 5/4/and she may use them at our location until then We like to provide the consumer with the best possible service and would be happy to work with her to meet her needs

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
Regards,
*** ***

Incident involving *** *** on Monday, February 5th at approximately 4:15pm- Ms*** came to me a few minutes before the 4:15pm class was starting and asked me why she was not seeing any changes in her heart rate zones when she works outI asked her which heart rate monitor
she was wearing and replied that she owns a core. I then had her follow me to our large shower room, a more private location so we could trouble shoot her heart rate monitor problems in private. We went over the basic troubleshooting techniques (proper placement and condition of the heart rate monitor itself) to which we found no conclusion. I then asked her if it was possible that she was wearing a wire because that will interfere with the effectiveness of the heart rate monitorShe then replied, “Yes, I have no choiceI wear a size double H.” I proceeded to inform her that the core monitor would not work at all with a wire and asked her if she wanted to possibly switch to the Flex arm band. She then asked if it would be free to switch to the Flex and I let her know that we could not refund a used heart rate monitor and that also the Flex does cost more than the CoreShe then said that she felt that she shouldn’t have to pay for a new heart rate monitor since she already had to buy the first one and is a paying memberI told her that I would speak to the owner to see if we could provide her with heart rate monitor that would work for herI asked her if she wanted to try a Flex out for the class and she said next time because class was already starting and she rushed in A few minutes after class had started my sales associate and coach notified me that there was people in class( on the treadmills, on the strider, in the weight room) and that Ms*** was the only one not registered for the class and that she had to be pulledHaving many years in costumer service, I know that pulling her from class is the last thing that I wanted to do and that my goal was to keep her happyI then walked in the gym and asked my coach if there was anyway possible for him to make the class a last minute 3G to accommodate Ms***He said that there was no possible way because class had already started and that if she stayed in the class, two people would share a bench in the weight roomHe said the best that he could do was have her finish the block that she was already on. I then informed her to come talk to when she was finished with her block. I was still in the gym when her block ended so we walked to the hallway and I told her that she was not registered for the class and there was not enough room for everyoneShe said that she did sign up for the class and I apologized and told her that it did not show up and let’s go up to the front to look at her account and app to see if they were both workingWe couldn’t find an issue with either and then we asked her if we could add her to another class that night. She said that she would try to make the 8pm, but was not sure because she had to pick up her daughterWe apologized for the inconvenience and that we hoped to see her later on in the evening, but we understood if she could not make it back. Upon further review after she left, we realized that she had actually canceled the 4:15pm class the night before at 9:40pm instead of booking it which is why she did not show as registered for class. A few hours later, before the 8pm class started, I called her to check if she was going to come back for the class and she did not answer The next morning I received a message from her asking to be canceledI then called herShe said that she really loves the gym and that she really did not want to quit, but that she did not want to stay if her heart rate monitor was not going to workI apologized about the situation and told her that the owner would like to give her a Flex free of charge and that we would love to have her come back. She said that is what she really wants to do and we agreed to book her for a class that same dayShe came to class that same day and was very happy to be there and to take the class. We gave her a new Flex heart rate monitor and it worked for her. She was very cheerful and having a great time with usI apologized again and told that I was happy to see herThe issue was resolved and she has been to class everyday sinceWe really love having *** as a member and we were all excited when she came back as a member in January. We hate that she was made to feel uncomfortable and not as a valued member. We want her to have our sincerest apologies and hope that she continues to stay a member for a long time to come

*** *** signed up with us in a Presale setting on Dec of 2014, for he and his wifeHe was charged for months along with his wifeOur agreement states, and *** initialed, that the process to cancel is a day windowWe must be notified in personWe opened our doors for
business on Jan 22nd, that's when his billing was initiated*** was notified via phone, email and text prior to being charged the first paymentEither he didn't respond or he was no longer interested...yet he stated that he had canceled before we opened the studioWe have no documentation saying that he would have cancelled before our openingHe finally did fill out a cancellation form on 3/6/after which he had been charged a second timeWe , *** and management, decided upon a fair solution and we refund he and his wife one month each for $a piece along with the hear rate monitors that members need to perform in class at $Total refunded was $x = $and $x = $118...totaling $refunded to *** and his wife

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

Regarding case # *** I *** ***, has reviewed this letter from Revdex.com, regarding *** ***I regret she had a bad experience with us. Rabroker installed a new outside condenser (only) hack in 2015, we checked the unit and found it was low of Freon, my tech leak checked the unit and
found that the leak was on the evaporator coil that is on the inside unit, it is a unit The reason my dispatcher was not sure of charges was due to Ms.*** stating it was under warrantyBut the problem was not the new unit so there was a charge, we charge $plus a trip charge of $However I will credit the total invoice of $she will have $balance with RabrokerRegards, *** ***

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
Regards,
*** ***

*** *** became a member of Orangetheory Fitness 1-**-16.At that time *** *** completed and signed a ‘Membership Agreement’On this agreement, *** *** acknowledged the studios cancelation policy specifically by initialing the section that states studio cancelation terms
requires the member to fill out a ‘Membership Cancellation Request Form’ available in the studioThis cancellation needs to be days prior to the next billing cycleThis policy is true of many fitness centers.On 7-**-16, *** *** filled out a “Membership Freeze Request Form’ for months (the studio maximum for freeze) sighting the reason for freeze to be “Moving and inconsistent childcare”On this form *** *** acknowledged that the next EFT autopay/billing would be 9-**-by way of his signature.On 9-**-*** *** filled out a ‘Membership Cancellation Request Form’ again acknowledging the next EFT would be 9-**-by way of his signature.Copies of all document are available. *** *** did freeze the account for two months and then the day before the freeze was completed, proceeded to cancel the membershipOn several documented instances, *** *** was made aware that an additional billing would go through as per the agreed day cancellation, so the billing on 9-**-was justified and the comments of “not warranted” is false.*** *** fully used the studio’s services up to the freeze date. As the next EFT billing would allow for one more month of studio use, which *** *** agreed to in the Membership Agreement, Freeze Form and Cancellation Form, there was never a denial of services. The studio has several hundred of members, and we frequently process cancellations with no issue only because these members understand what they are agreeing to. It is clear the *** *** understood the cancellation terms but chose to ignore them, so it is unfair to accuse this business of bad billing practices when it is *** *** that is being unethical.Please note that *** *** has disputed this charge with his credit card company and a credit was issued, so *** *** is not owed anything