OrangetheoryReviews of orangetheory.com

Bad customer service experience. They don't care. I show up at the OTF location in my hometown and let them know I was arriving 10 mins before the workout. I had issues that morning, the gas station wasn't pumping gas, and I had to park farther away because I couldn't find street parking. In the end, I get there 1 min after they begin, and the front desk lady says I have to reschedule. Mind you, this is a free trial class. I had already signed the form before getting there. Also, she tells me that my ETA was fine and they would still let me in! So, I made a long drive of 30 mins just to be told, we'll have to reschedule you??? Not fair at all. I honestly think it's because my last name is Spanish, and they don't like Spanish people!

Overall, the classes and instructors are fine if you don't have a health condition. I was diagnosed with a chronic illness, and the full program was rough on my body. After a couple of months of orange theory, my blood work showed new health concerns. As a result, my doctor started to prescribe adrenal and thyroid medicine for the first time. My doctor said no more orange theory unless you can stay at zone 2, which means only strength50 classes. (Even though the manager claims their classes fulfill this criteria, I really wonder if she understands the difference between zone2 and zone4 - which is weird since the OTF name and branding are based on orange zone - aka zone4) ). Unfortunately, there aren't enough strength50 classes - and they're usually fully booked almost a week in advance. If you miss a class, it's hard to get in another class the next day. Anyway, I don't blame OTF for my adrenal fatigue. I didn't realize how compromised my system was until I tried it. However, leaving OTF was complicated and frustrating. By the end, I was charged for 2 extra months that I didn't use. For that reason, I can only give them one star - and encourage other people with chronic health conditions to not sign up for OTF unless they understand this pitfall. If the manager would have been more accommodating, I definitely would NOT be posting a 1 star review. Side note... I'm finally off adrenal medicine. It took a year of slowing down - and weeding out all hamster wheel (treadmill and rowing) activities. If you think you might have adrenal fatigue and are a member of or considering OTF, check out reddit postings about this topic.

As a member with a two-month membership, I had no issues to report until I encountered some unpleasant situations. As customers, we members expect a positive experience from the staff at the front desk. They should be courteous and provide the best service possible. Mistakes can happen, especially when it comes to communication between staff and customers. In these situations, it's important for the staff to address the problem tactfully, without making the customer feel disrespected or losing faith in the service. When I arrived for my lesson today, I realized I had forgotten my personal watch at home, which I had purchased from the company. To my surprise, the front desk staff immediately informed me of a $10 charge to use a watch during the lesson. I found it unreasonable to be charged extra for using an essential piece of equipment required to monitor the class. TO BE ON THE ORANGE COLOR. The staff could have handled the situation with more sensitivity. They should have clearly explained the policy upfront to avoid frustrating the customer. Since the customer was unaware of the policy and had seen others use it in class without being charged, the staff should have acknowledged the potential for miscommunication and reassured the customer that they could still fully enjoy the class for that session, while gently reminding them of the rule and allow me to use the watch for the class. In the past, the customer had forgotten, and a staff member at the front desk had never mentioned the need to pay, which is why they were so surprised by what happened today. A more understanding and considerate approach would have been greatly appreciated, preventing the customer from feeling upset about losing a class they had already paid for. I was disappointed with the front desk staff member, who was clearly unpleasant, as well as the teacher. As the leader of the class, the teacher should have acknowledged me, apologized for the miscommunication, and invited me to stay and enjoy the class and give me the watch. The overall experience was unacceptable.

1. They said that I would have 6 free work outs before they even charge my card. They claimed that they would charge my card this coming next Friday after the first free work outs. They charged it right away after my 1st session. 2. They said it would be $160 a month for unlimited work out sessions but I would get the 2nd month for free and there are no hidden fees. It actually ended up being $170. They said I had to sign the paper work right away to get this deal. 3. They require you purchase a heart monitor to take their classes. I thought that the heart monitor was just part of the class because the membership itself is expensive. No. They require you buy it. And it's $140. Or you can set up a payment plan and it's an extra $40 a month. This was not mentioned to me at all. The additional fees just keep building. I was going to cancel but I feel like I can't even use up my time left there because I'm not going to go buy a heart monitor or sign up for a monthly fee to pay for said heart monitor. Besides these factors, the coaches are wonderful. You work in small groups and they work hands on with you. It's a clean, friendly environment. Additionally, I love the idea of a heart monitor but charging $140 for one just to take the class truly is a hidden fee. When I asked gym staff how much it cost you could tell that she was hesitant to tell me the cost! Coaches are amazing- Gym staff seems to actually be full of sales representatives.

Scam! They try to get you with a free class offer then will find a way a to disqualify you from being "eligible" to attend a free class. There are better gyms on the area that don't try to scam people into purchasing membership.

Today, I filed a formal complaint with BBB against Orange Theory Fitness located at The Heights, Houston, TX (3004 Yale St. Suite 200, Houston, TX 77018, (832) 930-9941). On June 12, 2024, I signed up for a membership here, lured by their 30-day satisfaction guarantee, as advertised on their website. During my sign-up, I discussed this guarantee with representative (M), the representative, who confirmed it. However, on June 18, 2024, I decided to cancel my membership due to poor service quality, well within the seven-day period since my registration. The rep then informed me that their location would not honor the satisfaction guarantee, claiming their location was not included in the guarantee despite it being clearly stated online. To make matters worse, they also informed me that I would still be charged on July 12, 2024. Despite my protests, citing the online guarantee, they insisted on charging me $169. This is a clear case of false advertising and unethical business practices. I urge others to be cautious and hope this review helps in making an informed decision.

This company is a scam factory. What they advertise, what they promise, even what they have on their phone message is not the truth. They do not follow the 30 day refund if not satisfied policy that they widely advertise. Stay away from Orange Theory Coronado, El Paso, TX

I am writing to address a discrepancy regarding my gym subscription with Orange Theory Fitness in Sodo Orlando. On January 24th I enrolled in the $24 monthly subscription plan through messaging without signing any physical contract or visiting the gym in person. Recently, I contacted your customer service to cancel my membership due to relocating to One Pass. During this call, I was informed that I would be required to pay a cancellation fee of $179, a condition which I was not informed of at the time of subscription. I have kept a record of this conversation. Furthermore, there is no documentation or communication provided to me that stipulates a requirement for a 30-day notice for cancellation, nor any mention of a penalty fee for failure to provide such notice. I respectfully request a copy of the recording in which your representative states that I agreed to these terms. If this recording is not provided, I will be forced to take legal action to address this matter. I appreciate your prompt attention to this issue and look forward to your response.