Orangetheory Fitness

Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID ***, 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,
*** ***

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]

Initial Business Response /* (1000, 8, 2015/11/16) */
Contact Name and Title: [redacted], Regional Di
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@orangetheoryfitness.ca
The customer, called our studio and spoke with myself, the regional director and expressed a desire to terminate her...

membership with our company. I explained clearly our 30 day cancellation policy.
The customer then entered our store 2 days later and terminated her membership, with one payment left owing, inside her 30 days notice.[redacted] One of our staff told her that she could fill out a downgrade form, changing her membership type, with 30 days notice. Which is absolutely our policy, and we would be happy to do this, however, she would still have one payment at the previous rate.
When I tried to contact the customer to re explain this to her she yelled me off the phone and refused to work with me. If I was going to make any accommodation for her, she did not give me the chance.
All in all the customer can not always be right. Our contracts are very simple, and straight forwards. No where in them is there any misleading language.
I have since spoken with [redacted] and resolved the solution. [redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
Yes I did speak with [redacted] to inquire about cancelling my membership about a MONTH before actually going in to do so - Not 2 days like he claims above. So much time had passed [redacted] my speaking with him and actually going in I couldnt recall the exact details of our call. Hence why we went in to speak with their staff to gain clarification and sign our cancellation forms.
We [redacted] went into our normal location to cancel and were fully willing to pay our final month at the normal rate. It was their TWO front staff people who both encouraged us to downgrade our memberships in order to save on our last payment. They assured us it wouldnt be a problem. Even when they later figured out it WAS a problem, they just threw away our downgrade request, charged us twice as much as they said they would, and did not notify us.
[redacted]
Final Consumer Response /* (3000, 12, 2015/11/20) */
I did not take a copy of the document that I signed as I had no idea it would become such a huge war. To be honest I'd just like to put this behind me. [redacted] They refunded my money and I'd just like to move on now.
Thank you for your time.
[redacted]

From: Date: Thu, Aug 3, 2017 at 12:02 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 her. When we spoke, I was under the impression that we had resolved the confusion she had in the charges and that she was satisfied. Upon receiving the complaint in the mail, I reached out to [redacted] by phone. I have not yet heard back from her. By what date do I need to submit a response to Revdex.com before the complaint is deemed “unanswered”?Thanks so much,MaryMary Studio #0674 - Akron, OH34 N. Hawkins Ave., Suite 305, Akron, OH 44313 Studio #0673 - Canton, OHp4342 Belden Village Street NW, Canton, OH 44718* Independently owned and operated Orangetheory Fitness© Franchise.

I would like to start by apologizing for the miscommunication and experience with our company received by the consumer. It 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 workout. However 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 free. If 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 Studio. This 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 one. It is not mandatory to purchase or attend an Orangetheory Fitness class session  with a heart rate monitor. While 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 to. Upon 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 detail. She 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 list. She 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 class. She said that would not work for her and I agreed to give her three free sessions for the week she missed from 4/18-4/25. The three free sessions were placed on her account, however she never used them. The three sessions will expire 5/4/18 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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]Ms. [redacted]Once again, apologies for messaging you directly.  I'm uncertain how to amend my complaint.  Raybroker sent a refund for the appropriate amount.  The check arrived yesterday.  If there's any means by which to make the public complaint reflect their action to remedy the situation, it should be done.  Anything I can do to assist in repairing their reputation I'm more than willing to do.Sincerely, [redacted]

Refund given same day and spoke to client shortly after!

[redacted] signed up with us in a Presale setting on Dec 20 of 2014, for he and his wife. He was charged for 2 months along with his wife. Our agreement states, and [redacted] initialed, that the process to cancel is a 30 day window. We must be notified in person. We 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 payment. Either he didn't respond or he was no longer interested...yet he stated that he had canceled before we opened the studio. We have no documentation saying that he would have cancelled before our opening. He finally did fill out a cancellation form on 3/6/2015 after which he had been charged a second time. We , [redacted] and management, decided upon a fair solution and we refund he and his wife one month each for $79 a piece along with the hear rate monitors that members need to perform in class at $59. Total refunded was $79 x 2 = $158 and $59 x 2 = $118...totaling $276 refunded to [redacted] and his wife.

To whom it may concern, I have looked into [redacted]' file and we have an agreement that appears to have been signed on 9/27/16 and the only information on the bottom of the agreement is that it was not to begin until 10/01/16. Per corporate policy and the stated parameters on the...

agreement (in which [redacted] initialed understanding), one must come into the studio in person, to give 30 days notice and sign cancellation papers.  [redacted] came into the studio on, 2/4/18 to sign cancellation forms and to officially close her account. She also provided a credit card for her 30 day notice. Her cancellation was processed on 2/5/18 and will no longer be billed from us moving forward.  I have attached a copy of the agreement and cancellation form we have on file to clear up any miscommunication. Please let me know if there are any other concerns. Thank you, Orangetheory Fitness Round Rock

Hello [redacted],   It made me so sad to see this complain. From what I can see on her file she turned in a cancellation form giving a 30 day notice. All of our memberships are month to month , so she was required to be billed once more in June. As you can see below that is what exactly took...

place. So, help me figure out to solve this problem and make this member happy. What would you do? What would you recommend I do? Should I submit to her request for the $169 refund? I don't want this to affect our good record.    Best,    [redacted]

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

We called [redacted] to address her concerns on 11/**/2016 and there was no answer so we left a voicemail asking her to call us back. On 11/**/2016 we made another attempt to call her since we did not hear back. We 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 cancellation. She 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 media. When [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 resolution. To address the issue of the watch [redacted] has not returned it or contacted anyone about returning it. Orangetheory Fitness always strives to give the best customer service, we pride ourselves on consistently having the highest member satisfaction numbers based on member surveys. Unfortunately if a client declines to speak with us it becomes difficult to resolve the issue. As always our doors are open, we will happily discuss this to come to a resolution.

[redacted], passed two fraudulent credit cards that took us over six months to collect and an expired driver license. Wise has contacted our studio manager numerous times to reinstate his membership of which...

it was determined by our studio manager not to do so. Orangetheory 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!

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]

[redacted]m> [redacted]   I have refunded the payments in question as requested by Jason. The case has been resolved. I reached out to Jason but was unable...

to leave a message. Please let me know how I may be of assistance.   Kind regards,   [redacted]
[redacted] [redacted]

The customer wanted to cancel the membership in which we obliged.  However due to a combination of  human error and software error her card did continue to have attempts made to charge the credit card.  No charges were actually made.   We apoligize for this incovenience and would...

like to offer the consumer a $50 Town Hall restaurant gift card.  We certaintly did not mean any harm.  Again we apoligize for this matter.

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. I received an email from the owner stating I will have until October 21st to complete 12 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]

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by OrangeTheory Fitness regarding complaint ID...

[redacted].
Regards,
[redacted]

This account has been cancelled and all issues have been handled with this consumer.

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