ComplaintsforOrangeTheory Fitness

• Initial Complaint

  11/11/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I joined OrangeTheory Fitness late July. As a new mom I wanted to join somewhere I would be challenged. A few years back during grad school I took classes all the time and loved it. I loved the instructors, classes, flexibility/understanding of when things arose. This time around was the complete OPPOSITE! The girls at the front desk were always incredibly rude, nasty, and overall unfriendly. I used my membership a total of 1-2 times, because of my lack of being able to get to the classes. Times never matched with my schedule and again I am a new mom. I cancelled my membership, yet was charged for another month. I called and asked about my charge and they said I did not meet my cancellation before 30 days. I explained that it was difficult to come in person to cancel because between work and caring for my daughter, I am not in the area. I was hoping they would have been responsive but no one was. The girl on the phone said she would have the manager call me..... never did. I continued to email the location over and over again asking someone to address the situation. The manager finally responded and said that after my discussion with one of the front desk associates that it was the end of discussion. I was quite appalled that a manager would ignore a costumers emails for weeks, then finally respond and act like I was the issue. Her email was also nasty and I will never return to OrangeTheory in Columbia, MD ever again. I wish for a refund of $129 for the last month I was charged to be issued to me. I physically am unable to make it to the classes and honestly after the treatment I received, I do not wish at all to go there and workout.

  Business response

  01/27/2022

  Business Response /* (1000, 5, 2021/11/12) */ Providing great customer service and a being a place that our members come to that is positive and uplifting is our number one priority. Our policy is that our managers respond to member requests within 48 hours. The member requested to cancel on 9/30/21 and we processed the termination the same day. As outlined in the members signed Membership Agreement, "Your cancellation request will be effective 30 days after it is received. Any payment due under this Agreement prior to the cancellation or termination effective date will be charged by us as scheduled." In line with our cancellation policy, she was billed one final payment on 10/14/21. She had from 10/14/21 to 11/14/21 to use her final month of membership. At this time, her membership is no longer active and we have honored her signed Membership Agreement and cancellation form explaining the policy. Consumer Response /* (3000, 7, 2021/11/16) */ So now that you offered to extend the passes, you are taking back your offer because you are too cheap to give me back my money. In the grand scheme of things, this should be minimal to you. I am so disappointed in your lack of understanding and willingness to comply. I am requesting a refund for my final month. Business Response /* (4000, 9, 2021/11/17) */ No offer/service is being taken back- no longer active simply means the member won't be billed for any additional recurring services. Integrity and accountability are two of Orangetheory's core values- upholding the contract that was signed (on both our end and the members end) is important to us.

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