Complaints

• Initial Complaint

  05/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  05/31/2023

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

• Initial Complaint

  11/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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!

• Initial Complaint

  03/01/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I have been a full paying member of ************* Fitness ( ************************************************** )since Sept 2020. I was notified by ************* you need to give 30 day notice to terminate your membership. After numerous cancellation of classes ( due to low class number), taking away of class offerings, members being maskless, staff turnover, and new ownership. I decided to discontinue my membership. I verbally told the front desk on Oct 13, 2021 when I went into the studio that I would like to terminate my membership. I then was billed for my 30 days notice on Oct 14th per the contract and was sent cancellation papers Oct 18th. I then used the gym for the 30 days per my contract and then was told I had to pay another $169.00 for final payment. I stated I had paid my final payment on Oct 14th. I spoke to the manager she told me to freeze my membership until we figured it out so I wouldn't keep getting billed. I told her I still wanted to terminate my membership as I verbally stated. The manager than stated when my freeze comes of I could continue to terminate my membership at no fee. Now Orange Theory continues to call me multiples times wanting final payment. After multiple times explaining my situation I asked to speak with corporate. I finally was put in contact with someone at corporate March 1st 2022. I was told that there was no proof I verbally cancelled my membership. I then asked to look at the security tapes and ask the current ( or possible former) employee to verify my story. Orange theory said it wasn't there responsibility to verify my verbal cancellation. I have not used the Orange Theory facilities since ( Nov 13th) my 30 day notice of cancelation.

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