ComplaintsforOrangetheory Fitness
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
6/21/22: I stopped by the OrangeTheory in *********, **. The associate at the front desk introduced herself as ****. She provided me with a tour of the studio, talked about the promotion, and informed me that Im able to attend classes at any of their studios nationwide. Per the promotion, I joined as an Elite Member (8 classes/per month) for $129.00/monthly, to be billed on the 21st of every month. 6/23/22: I attended my first class at the OrangeTheory in *********. 7/8/22: I attended my first class at the OrangeTheory in ************. 9/4/22 and 10/3/22: OrangeTheory Charged my credit card on file for the $129.00/monthly membership. I never received correspondence from OrangeTheory as to why the billing date has changed. 10/6/22: I attended my last class at the OrangeTheory in *********. 10/7/22: I attended my last class at the OrangeTheory in ************. 11/1/22: I emailed OrangeTheory, requesting to cancel my membership and requesting directions for the next steps. An OrangeTheory personnel responded and told me that I needed to FWD the email to their manager and that the manager would take care of it for me. I FWD the email over to the manager. 11/4/22: OrangeTheory continued to charged my credit card on file for the $129.00/monthly membership. I disputed this charge with my credit card and received a credit. 11/23/22: While enroute to my gate at ***, I received a phone call from OrangeTheory. The personnel introduced herself and stated that she was calling because she noticed that I havent taken a class for 3 weeks, and she wanted to know if she could book a class for me. I informed her that I was at their airport, on my way to ********, and that I was confused since Id sent an email requesting to cancel my membership. 11/27/22 - 11/30/22: I received an email from *********************************. She refuted to provide the necessarily document for me to cancel unless I pay first. 12/14/22: I received a letter from a collections agency.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.