Complaints

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.

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My dispute is that Orange Theory Easton has erroneous information. In August 2022, I blocked all charges in my credit card coming from Orange Theory Easton. Every Month since July 2, 2021 Ive been charged $159.00 until August 2, 2022. They haven taken an abusive approach to collect an unvalid payment. On 6/22/21 I went for a free trail class at Orange Theory Fitness - Easton . The gym had not opened, they asked for my info to have access to the free trail. In March, 2022 I changed my credit card number and Orange Theory still charged my new card, with my new number. I never provided them with new, updated information yet they still charged me. I have never walked into this establishment since my free trail class. The social security they have is incorrect, including social security. They have been calling my father to recover payment, something he is not involved in.I am asking to have the current charges removed and to have a refund for every month charged. I paid enough in the past year to Orange theory - Easton for fallacious information.

  Business Response

  Date: 04/03/2023

  am writing in response to Complaint ID:  ********; **************************  We received this complaint by mail March 29, 2023.  I wanted to respond as soon as possible since the date on the complaint is marked Marck, 17, 2023, and the instructions say to respond with in 10 days.  This is the first we have heard from ************************* after multiple attempts to contact her using the number she provided when signing the membership agreement on June 23, 2021.  I have attached ******************** membership agreement with our rules & policies.  Both signed by **************** when she participated in class on 6/22/21 and 6/23/21.  The first screen shot, initialed and signed by *************************, states that the membership will continue month-to-month until the membership is cancellated by the signee.  That in order to terminate membership a cancellation needs to be submitted by mail, email, or delivered to our address.  We never received any such notice from ***************** 

  
  

  You will also see below screen shots of her total visits, autopay history, and a contact log of our attempts to reach her.

  
  

  On October 3, 2022 we added her information to our debit collection service provider, ***** Collection Agency (**************), reference #******.  Orangetheory Fitness Easton makes no attempts to contact a client after we submit them to *****.

  
  

  I have also attached ******* contact log with **. ***** complaint, as the later portion of her complaint is in reference to the collections agencies' attempts to contact her.  We would have no way of receiving new cc info without her providing it.  We want to reiterate that this is the first we are hearing of this complaint and have received no calls, texts, emails or snail mail.

  
  

  Please let me know if there is anything further, we can provide to resolve this matter promptly.