Orangetheory Fitness

This case was handled by cancelling the member account and offering her a number of session over the course of the next year to take care of what she had initially purchased. The member was agreeable to these terms.

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]

HComplaint: [redacted]
I am rejecting this response because:We were out of state from the middle of January till the 2nd of March.  Before we left I went to the facility in person to tell them we would not be in town until sometime in March.  The person I talked to said not to worry because our contract would not start until we notified them we were back. I was never notified about the start date.  The first thing I noticed was that they had charged my credit card for the first month plus for the heart monitor.  When I called to ask why they had already started the female I talked to said she didn't know.  I told her that I wanted to cancel my contract.  She said it must be in writing on a form they used. I asked her to send me the form in CO.  Instead, she e-mailed it to me.  I had no printer available to me so as soon as I got home I printed it and immediately took it to the facility.  In the meantime they charged me for another month.They have since credited my credit card with one month dues plus for the equipment.  I am not happy but will probably have to settle as is.  
Regards,
[redacted]

[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 30 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 [redacted]'s membership agreement for documentation.

Orange Theory has failed to honor its contract, specifically Section 6 Buyer's Rights, Section a. Death or Disability.On January 31, 2014, I entered into a contract with Orange Theory Fitness in Morrisville, NC. In May of 2014, I sustained a knee injury. The trainers at Orange Theory were informed of the injury and I was provided with alternate workouts. My doctor has now recommended surgery. On June 30, 2014, I informed Orange Theory in writing that I wished to avail myself of Section 6, paragraph a., of the contract which states: "6. Buyer's Rights:a. Death or Disability: Cancellation of the contract may occur if the member dies or becomes physically unable to avail himself of substantial portion of those services, which (s)he used from the commencement of the contract until the time of disability, with refund of funds paid or accepted in payment of the contract in an amount computed by dividing the contract price by the number of weeks remaining the contract term. OTF may require a buyer or the buyer's estate seeking relief under this paragraph to proof of disability or death. A physical disability sufficient to warrant cancellation of the contract by the buyer stall be established if the buyer furnishes to the health studio a certificate of such disability by a physician licensed under Chapter 458, 459, 460 or Chapter 461 provided the diagnosis or treatment is within the physician's scope of practice."On June 30, 2014, I advised the desk clerk that I am willing to provide documentation from my doctor in accordance with the contract language.On July 1, 2014, I was advised by the manager of Orange Theory that the "refund would not be given." I attempted to call the owner and was advised that "she is on vacation." I again called the manager requesting that she read the contract and issue the refund. She agreed to "look at the contract and call me back." On July 2, 2014, the manager advised that the owner was contacted and no refund would be given. Orange Theory's actions are in direct conflict with the written contract. In conclusion, my wife and I very much enjoyed our time with the trainers and other members of the club and hoped to return in the future. We felt like family. Because of the caring nature I had experienced with all Orange Theory's trainers, on June 30, 2014, I felt comfortable to requested that my wife's contract be cancelled as she will be required to care for me during my recovery and rehabilitation. We know her job will be great because I had a similar albeit less invasive surgery a little over a year ago. Orange Theory's owner, however, does not share its trainers caring attitude. To the owner, its members are simply part of their bottom line. They have a total lack of concern for loyal members who have given them hundreds of dollars over the last several months. Had they required my wife to give the usual 30 days notice (when a disability does not exist) I would have been disappointed but understanding. Their failure to disregard their contract with me when I am clearly "unable to "avail" myself "of substantial portion of those services" is appalling.Desired SettlementA refund of amounts charged to my credit card on June 30, 2014, representing membership fees for the month of July 2014.Business Response The situation in question was discussed over a series of conversations and has since been reconciled with a full refund for his July 2014 membership fees. At the time of the complaint, we were still learning about the situation and had agreed to at least waive the 30-day termination notice to cancel his membership, so that he would not be charged for August as his contract terms stipulate. Now that we have the doctors note, per our policies, we have refunded his July membership. As the owner of Orangetheroy Fitness Morrisville, I would personally like to express my apologies that the complainant was not 100 percent satisfied with our customer service and have had several conversations with him about the matter. As a small business, we pride ourselves on exceptional service and a community-oriented approach, and strive to reflect that in all of our dealings, and with all of our members. While we must enforce our company policies and membership contract terms for the sake of our business, we do wholeheartedly want to support, help and enhance the experience of everyone who comes through our doors. We hope this individual is satisfied with his refund for July, and believe that is the case based on recent conversations we've had with him.

Review: I have been a member of Orange Theory Fitness in Elk Grove, CA since the spring of 2015. I was one of the first customers to sign up at this location prior to the grand opening. At that time I signed a contract for $129.00 which gives access to any of the Orange Theory Fitness locations.

Recently, I had a billing issue with your location and my membership was suspended. The issue was due to a billing issue on the part of Orange Theory. I spoke with the owner [redacted], who assured me that once the issue was rectified, my membership would be reinstated (see copy of emails attached). The billing issue has been fixed for four weeks now, but my membership has not been reinstated as promised. I have spoken with and have had email conversations with [redacted] on several occasions concerning this with no avail. [redacted] referred me to [redacted], the office manager, to have the membership restored. [redacted] is now telling me that I need to sign a new contract using a southern California address since that is the location I frequent the most. Signing a new contract would mean signing up at a higher rate than I agreed to in my original contract. My job requires me to travel and most of my time is spent in the Los Angeles area although I still have residency in Elk Grove. Based on my contract, my residency is irrelevant since it is for any location although I do go back and forth to Elk Grove. Additionally, in the next few months, I will be back in Elk Grove on a more frequent basis.

I am filing this complaint to give the owner an opportunity to honor the contract and his word. As I previously stated, I am an original member and believe I should be considered a valued customer. I am hoping that customer service and retention is of the utmost importance for the company as well as being a reputable company that deals fairly and honestly with their customers. I am asking that my membership be reinstated as per my original contract and as promised by [redacted], the owner. Otherwise I will have to take my business elsewhere and make it known within my circles and amongst any other resources made available to me that I have received unfair and dishonest treatment from this company.Desired Settlement: Restore membership as promised.

Business

Response:

[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!

Review: The customer service I received from this business, the corporate office, and the franchise owners is absolutely unacceptable. First, my account was supposed to be frozen and they terminated my contract without my knowing, then wanted me to sign back up at a higher rate than what I was already receiving and was promised would remain the same. The, they enforced "policies" that had never been enforced at other locations. When I attempted to immediately end my contract on the basis of their incompetencies, they informed me that I would still have to pay them. I have never heard of a business that can pick and choose when and when not they choose to enforce policies. The manager was absolutely terrible and not helpful, the customer service team at the corporate office hung up on me, and the emails that I sent to the franchise owners were never addressed. This is an absolute scam and sham of a business that sucks people in and doesn't let them go.Desired Settlement: I would like contact from the franchise owners to speak about immediately cancelling my membership. I refuse to pay a business to disrespect me and not hold up their end of the contract. If policies are so unevenly enforced, why is this being enforced so heavily- especially when I was only 5 days into my monthly billing when the cancellation notice was put in. I have not utilized services since the day before the notice was given, and refuse to affiliate myself with any one of their locations.

Business

Response:

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

Review: Dishonest and fraudulent billing practices... they make it nearly impossible to stop your membership without being charged an extra months fee.I stopped going in may of 2013 and was advised to put my account into a freeze.. when I really wanted to cancel...they have continued to bill a card that was not even authorized to bill and have done so with out a signature... when I called to rectify the situation they argued and said there is nothing they can do.. and that is apparently the [redacted].Desired Settlement: 159. dollars refunded immediately

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.