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Business Profile

Fitness Center

Orangetheory Fitness Guilford

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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:08/02/2023

    Type:Billing Issues
    Status:
    Resolved
    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.
    [FULL DETAILS PROVIDED IN ATTACHMENT]
    Since July of 2021, Orange Theory in Guilford, ** has been illegally charging my credit card $119/month, totaling $2,856 in fraudulent charges. The timeline:
    • 2/20: I signed up for an 8 classes/month membership at $119/month
    • Spring 2020: I froze my OTF membership due to COVID
    • 10/20: I cancelled my OTF membership and received a confirmation email from OTF
    • 6/21: I attended a complimentary class at OTF Guilford
    • 7/21: Unbeknownst to me, OTF Guilford began charging me for a new membership at $119/month, despite NO contract and NO authorization from me
    • 6/23: Due to a credit card pause, I received notification from OTF that my payment had not gone through; this was the first time I realized OTF was billing me monthly.

    Below outlines a series of conversations between me and Mandy M***** since 6/23:
    • During my first call with Mandy, she noted that her studio notes indicated I was interested in “unfreezing” my membership. We discussed that I had NOT expressed interest in unfreezing my membership because I had cancelled my membership in Oct 2020 and there was no membership/contract to unfreeze. At that point Mandy noted that if I could share with her the paperwork, she would issue the refund because clearly any “unfreezing” was moot if I had previously cancelled my membership.
    • I forwarded cancellation; after a few days delay, I followed back up at which point Mandy communicated: “So sorry for the delay- I am trying to figure the logistics of it as the books have been closed for last year. Please give me until Monday and I will have your answer and hopefully your refund by or before then.”
    • The following week, Mandy called to tell me that OTF could only refund the 2023 charges because their books had already closed for 2022 and 2021. She recognized it was OTF’s error as I did not have a contract.
    • In July 2023, my credit card was AGAIN fraudulently charged by OTF, bringing the total of fraudulent charges to $2,856.

    Customer Answer

    Date: 08/31/2023

    Hello - Orange Theory did issue a refund -- it is not the full refund, but getting close and I need to reach out to them again to notify them of the amount remaining. However, they did begin steps toward resolution, so you can note that in your files.

    Thank you,
    Amanda

Orangetheory Fitness Guilford is NOT a BBB Accredited Business.

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