Complaints

• Initial Complaint

  03/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my membership to Orange Theory in October 2023 due to medical reasons. I continue to be charged for a membership that I no longer have. I have not been in a club since last year yet they keep charging my account. Not only is this unethical it is immoral.Very dissatisfied with the lack of moral principles with this company. Each month I have been inconvenienced with having to call and file paperwork with my bank and have the charges removed. Club location Orange Theory **** - *********************************

  Business response

  04/03/2024

  *** reached out on October 21st to request a cancellation. She was then emailed a cancel form on October 22nd and was asked to fill it out and send it back as soon as possible. As per our Membership Agreement, we require a written cancellation form to officially cancel a membership. A Sales Associate then attempted to call and leave *** a voicemail, but the box was full, so the ** followed up with a text to remind *** to fill out the paperwork. *** was then emailed a second cancellation form on November 7th since we had yet to receive any written documentation. After those several attempts, her account remained active due to the lack of termination paperwork. On March 28th, *** contacted the studio, irate that she was still an active member. Our sales associate explained that we had attempted to collect the proper paperwork several times, but never received anything back. Later that day, our Studio Manager emailed *** to see if she had any proof that she had indeed fill out and returned the paperwork. Unfortunately, his email was also left without being responded to. The Studio Manager reminded *** of the policy, but as a showing of good faith, he informed her that he would cancel her account without the necessary paperwork. 

  Customer response

  04/04/2024

   I am rejecting this response because: In addition to the complaint itself, the company stated that I called Orange Theory and was irate. When I spoke with ***** I did not raise my voice or act inappropriate. I followed the phone conversation with an email to the club regarding the form that they insisted that I fill out. I could not access the form in October 2023 and again in March 2024.Both times I followed with notification to cancel my membership.

  For a club that states "it only operates on paperwork", they should make sure what they are sending customers is a form that the customer can access and does not require a password or code. It is only after a formal complaint was filed that now you are able to cancel the membership and bad mouth me in the process.  

  I have attached a screen shot of the most recent email notification that I sent to the club and the cancel notification received from the club in March 2024. Refund my $169.00 that was charged for March 2024.
  

  Thank you. 

  *******************

  Business response

  04/13/2024

  We are so sorry that there still seems to be miscommunication. First, we want to ensure that we would never badmouth a client. We are sorry that the relationship has ended this way, but we have attached the emails and text sent that several times asked for paperwork to be filled out. We also have attached the cancel form that we sent. It is possible when opening the document, the client accidentally opened it as a unique file. In our many years of operation, we have not had another complaint regarding paperwork being sent as an encrypted file. Furthermore, if there was truly a problem with the form sent, we did send a follow-up text to ask for another response. Even through the many requests for the proper paperwork, the form has yet to be filled out. Again, in good faith and to attempt to salvage the relationship, management reached out to inform the client that her membership has been terminated, against our own policy, but as a kindness to the client. 

*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. ↩