ComplaintsforOrangetheory Fitness
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Complaint Details
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Initial Complaint
03/24/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Orange theory employees refused to cancel my membership after repeated emails and texts sent to them informing them that I did not wish to continue as a member. Prior to signup there was no way to find out when timeslots were available for services. Only after signing up and paying for their service can you access available timeslots through their app. Afterwards I realized they provided very little accommodations for my needs. An OTF member reached out asking me to provide funds after my auto renew membership did not process due to me not providing the funds. At which time I informed them to cancel my membership and not to deduct funds from my account. The OTF employee stated cancellations would not be accepted on a past due account and a payment would need to be processed first. and a form would need to be filled out. A form was never sent for me to fill out. I paid the payment for the month and informed them to cancel my policy once again and not to charge anymore. Several weeks later they attempted charges again. Once again I informed OTF staff via text messages and emails to cancel my subscriptions and to stop attempting charges to my account. Mutiple charge attempts were made daily as many as 6 times per day for both attempts i made to cancel. I eventually received the cancellation paperwork and filled it out at which time OTF stated again that I needed to continue to pay for the monthly subscription as the cancellation paper work would not be accepted until I made another payment. An OTF employee even threatened to send the matter to collections if i did not continue to make payments. Staff at OTF were not accommodating to my multiple requests to cancel the policy over the two month time period and would hound me regularly for more money. 10/23 Joined OTF 12/30 Was the 1st time I informed a staff member to cancel my membership 1/6 I informed an OTF member to cancel my policy once again 2/23 I informed an OTF member to cancel yet again
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.