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Business Profile

Exercise Programs

Orange Theory Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Programs.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:09/28/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I need to make a complaint against this business for their unprofessional behavior and disrespect to me as a member. At this time I am in a position to where I am not able to do their services because of my work and on top of that needing proper rest. I am not able to go to any class during the day due to my work schedule except for the one at 5:30 p.m.. by this being the class that they have available to me for the schedule I am working I deal with 5:00 p.m. traffic and the company has a policy that you cannot be late. I am putting my life at risk to be there by the allowed time to be able to receive the services that I need. I am not able to go to the 6:45 class due to needing proper rest. I am not able to do their morning or weekend classes either. The company is being very nasty and unprofessional about working with me on canceling my membership and allowing for the refund. I have been so busy that I did not even have a chance to talk to them until last night about this therefore I was charged Wednesday and did not want to be. I need the membership canceled and I need a refund. The company wants to give me a ring around and not work with me considering my circumstances. They're being very unprofessional nasty and rude to me and other people in the public need to know that they're this way. They have been paid for a service that I am not able to use.The company has not been through what I've been through physically on being paralyzed. I am able to walk but do require proper rest to be able to function the next day and I am not able to go to classes that are later than this 5:30 class. The company doesn't want to be understanding though

    Business Response

    Date: 10/05/2024

    Hello, I have solved this issue with this member. She has been refunded. 

    We were calm and respectful with her as we have had issues with her before and she has yelled and been extremely disrespectful to our employees, members, and even our owners. 

    I requested she got me a doctors note since she was claiming to be paralyzed even though she was just in the studio. She threw her weights down on the ground with anger and almost hit the coach with them because she had asked about our late policy and we let her know it is a 5 minute grace period once class starts. She has never been late to class but insists that we allow her to be late and only her. It is for the safety of our members that we have this policy since it is past the warm up period and they are at higher risk of injury. 

    She threw a fit when I requested a doctors note to have a refund be processed and said that her attorney will be calling me and wouldn't let me speak but was claiming I was disrespectful. Then she harassed my employees all weekend looking for me, but I was on my days off. She kept asking for my work schedule and made them feel uncomfortable. She is very rude, and made us all feel unsafe in our work environment. 

    She somehow has our owners phone numbers and called them all night long regarding this situation. She has harassed us, been extremely rude, all because we were following Orange theory's policy. 

    Customer Answer

    Date: 10/10/2024

     I am rejecting this response because:
    Unfortunately this company is very unprofessional and making things up in their statement above to protect their own selves and the behavior that they have played. They are great at one thing and that is lying. Everything they are saying is a lie to protect themselves. Had they given me a refund to begin with a Better Business Bureau complaint would not have been made against them. They had the option to work with me prior to doing this but refused to work with me. As well it is a lie about the weights as I mentioned everything above is a lie. I have rights as a customer and the only way to get my money back was to file complaint. I do not accept the response because of their lies and their unprofessional behavior.

    Business Response

    Date: 10/13/2024

    As stated in my previous response, I let her know we do require a doctors note if she is canceling for health issues. She had stated to me over the phone that she is risking her life to come to class and that she is "not in good condition to workout". 

    We worked with her the whole time she was a member with us. She caused an issue with another policy for our $15 freeze fee, and called the owners. This is not the first incident with this member. We remained calm and collective but we were being accused of being disrespectful. This issue has been resolved, she has been refunded with a doctors note provided from her doctor. 

    We are following our policy, so when we audit cancellations at the end of the month we have documentation of why they are canceling. 

    We are not liars, we have been respectful with this member and completely honest. I told the member we would work with her but she then made a big deal over me following policy. Saying I need to pay for her doctors appointment and then saying her attorneys will be calling me since it is such a stupid policy. 

    it is a policy we follow for ALL of our members if they are canceling for medical reasons. 

    Customer Answer

    Date: 10/16/2024

     I am rejecting this response because:
    As you can see her behavior in her response is very unprofessional. It is good for other people to know this as well so they do not become members. No one deserves this type of treatment. It is a shame that she tries to blame the member due to them having rights and practicing them.. This type of response and professionalism is unacceptable. Please spend your money and time elsewhere customers. 

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