ComplaintsforOrangetheory Fitness Oregon City

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the month of July 2021 and August 2021 Orange Theory Oregon City charged me for two gym memberships, for a total of $338 dollars. I have contacted the business at least 10 times over the last 5 months, each time speaking to an employee and requesting for a manager to support me through this issue. Each conversation is with a new employee who is not aware of my issue, essentially beginning the process again. A refund has been promised with each phone call, they have also promised to follow up within the following days which has not happened. I have yet to be reimbursed, and I am forced to continue calling this business in hopes of resolving this issue. This business was sold to a new owner and for this reason they claim that they are not responsible for my reimbursement and claim to have reached out to previous owner to reimburse me. After 5 months of attempting to get my money back I am reaching out for support to resolve this issue because I am having no success for myself.

  Business response

  12/02/2021

  Hello!

   

  We do apologize for the inconvenience in your refund!

  Our ownership team just acquired this Orangetheory Fitness studio 4 months ago. One major road block we have faced with the acquisition has been previous EFT being locked since the business revenue is locked for previous ownership. Basically all of the previous owners earning and assets are locked without refund capabilities from our systemic software. Due to the revenue being locked we have no way of issuing a refund digitally back to the card on file from our client software. However, we have requested that our home *******************. Corporate office in *******, ** to mail a check to your associated address on file. We received confirmation that the check has been mailed. Please do not hesitate to reach out if you do not receive it.

  Customer response

  12/06/2021

   
  Complaint: 16153604
  
  I am rejecting this response because: I have been told that a check would be sent to me in the months of September, and October by two different employees, this is the third time that this business has "confirmed" the refund has been sent and I have not received it. After 6 months of working with this business to refund me, I am requesting that the current owner of Orange Theory Oregon City refund me and they can then work on being refunded by previous owners. The selling and change of ownership is of no relevance to me. I have waited 6 months to resolve this issue and it seems there needs to be an alternate plan to getting my refund. I am not willing to wait another 3-4 weeks to receive this refund so I would like to know how this business is going to ensure I get my refund this week. 
  
  Sincerely,
  
  ***************************

  Business response

  12/17/2021

  The check has been mailed over night, and was confirmed that it was delivered and signed for. 

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