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Business Profile

Fitness Center

Orangetheory Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

This profile includes complaints for Orangetheory Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Orangetheory Fitness has 12 locations, listed below.

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    • Orangetheory Fitness

      8402 Park Rd Charlotte, NC 28210-5801

    • Orangetheory Fitness

      8038 Providence Rd STE 100 Charlotte, NC 28277-9765

    • Orangetheory Fitness

      2674 Celanese Rd Ste 107 Rock Hill, SC 29732-2085

    • Orangetheory Fitness

      4075 Harris Square Dr Harrisburg, NC 28075-5104

    • Orangetheory Fitness

      601 S Kings Dr STE J Charlotte, NC 28204-3089

    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/24/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I tried to pause my Orange Theory account at the *********, ** studio due to an injury. I completed the required paperwork etc., but they kept charging my credit card for four months.I have spoken to and emailed a total of three different managers, all who promise this will be taken care of. They tell me, It has been escalated. I still havent been credited for the four months of payments that I am owed, dating back to November 2022. No manager has been able to fix this situation and they are not authorized to give me their bosses phone number. _________________________________________________________Email from Orange Theory Hey ****, Thank you for taking my call today. More importantly, thank you for your ***** and kindness despite the error we have made which impacted you financially - I sincerely apologize this ever happened. To recap our conversation, please see below:November 26th - $179 membership payment made/no visits to the studio November 30th - initial freeze request made December 26th - $179 membership payment made/no visits to the studio January 26th - $179 membership payment made/no visits to the studio February 26th - $179 membership payment made/no visits to the studio March 26th - $179 membership payment made - planning to return this weekend April 8th-ish and will use this month of membership. Per your request, I will downgrade your account to Elite effective April 26th to the Elite membership ($119/month) but will need some paperwork completed in order to process that. I will send those docs via hellosign to this same email address. I sent a message to my corporate rep today at 2:32 for approval to refund the four months. She is usually really quick with these things but I will keep you posted. As mentioned on the phone, please do not dispute these charges with your credit card company - you have my word that we will make it right! If you have any questions or concerns after reviewing this information, please let me know. I will email you again once I hear back with approval, etc. Sincerely, OrangetheoryCarissa ******* Studio Manager - ********* **** Empire Portfolio Group ************** ***************************************************** FacebookTwitterInstagramYouTube

      Business Response

      Date: 05/31/2023

      The member was refunded 4 months of his premier membership($179) total=$716. 

    • Initial Complaint

      Date:11/01/2022

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      3/2020 ** account was created for both me, ***************************** & ***********************. *********** signed me up as I was waiting for a new credit card to be mailed to me! My second or third class I brought my new credit card to management to change over payment methods & to clear *********************** from charges. A few weeks later COVID happened & the facility was closed. ** sent a few emails about doing workouts at ******** wasnt interested. 7/2020 I moved to **** & never received a phone call or saw a payment come out of my account, never stepped foot into ANY ** location & honestly forgot about **. 7/2022 *********************** reached out & stated not only was she being charged for her account, she also was being charged for my account! I told her that couldnt be because I never received any info & or spoke to anyone at **, plus I never saw a charge on my account! *********************** was double charged $169 for 10 months, a total of $1690. She reached out several times via email to ** asking questions & trying to figure out why she was charged. She didnt want to burden me with this but finally did & I was shocked to hear ** offered no support. ******* literally lost her ************** months before she joined **. She has 4 children & had no idea she was being charged for my account of initial signup. If I had seen my credit card charged the first month I would have ended the contract but I had no idea this was happening. I finally got in touch with the Regional Manager ******* of the ** Midtown location in ********* **, where the account originally was created & she stated its in our contract you must cancel membership so with-drawls stop. She also said Sorry maybe you should reimburse your friend, which I thought was extremely unprofessional. This clearly was a situation that was very unique & ** could have been accommodating but they chose its in our contract. I believe this is a serious ethical issue & charging someone monthly for not using facility for over 9 months is robbery!

    Orangetheory Fitness is NOT a BBB Accredited Business.

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