Complaints

This profile includes complaints for Orangetheory Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Orangetheory Fitness has 59 locations, listed below.

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  Orangetheory Fitness

  6000 Broken Sound Pkwy NW STE 200 Boca Raton, FL 33487-2712

• 

  Orangetheory Fitness

  8511 SW 136th St Pinecrest, FL 33156-6508

• 

  Orangetheory Fitness

  82 Orchard Hill Park Dr Leominster, MA 01453

• 

  Orange Theory Fitness

  31229 W 14 Mile Rd Farmington Hills, MI 48334

• 

  Orangetheory Fitness

  39725 Traditions Dr Northville, MI 48168-9497

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:04/10/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Attn: **************** Hi ****** *******, I hope this message finds you well.Per our last conversation on or around April 11, 2024, I wanted to follow up now that the one-year separation periodstemming from a false and uncharacteristic accusationhas passed. In lieu of arbitration, Ive remained quiet during this time out of respect of your process and continued to focus on my own personal physical ********* is with great pleasure that Im reaching out to reconnect. Over the past year, Ive spent most of my time abroad in ********, ***********, *****, and *******. During that time, *** continued my fitness journey, remained committed to personal improvement, and as predicted; have not had any other accusations. In fact, I was warmly welcomed into each community and continued my training without ******** we had discussed previously, I was welcome to return once this timeframe had elapsed. Im now stateside and would love to continue pursuing my fitness goals with Orange Theory.Please let me know the next steps or if anything is needed from me to move forward. I truly appreciate your time and consideration, and I look forward to the opportunity to rejoin the community.Respectfully,****** ****** P.S. Please forward our previous email communication to the BBB for additional review.P.S.S. Please also be aware, that I had visited either close to, or over, 100 studios across the nation. I never had one complaint. Yet, somewhere between the ************ location closing down and me transferring to the ******** location an unusual narrative surfaced that goes against the grain of being a member. I have never had a complaint with Lifetime Fitness; never a complaint with Planet Fitness; never a complaint with ******************; never a complaint with any yoga studios; just in general... I have never had a complaint or uncharacteristic accusations. So it seems and feels that this was targeted/isolated. Even during the course of a year no complaints.

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Concerns about Harassment and Targeting at *************** Location I am writing to express my concerns regarding a series of incidents that have occurred at the Orange Theory location in ***************, *******. As a member since 2025 (and previously at the ********* location in 2018), I have generally had a positive experience with the studio.However, recent events have led me to question whether this is still a safe space for me?.?As someone who prioritizes fitness as an essential part of their daily routine, it is crucial for me to feel comfortable and secure in the environment where I work out. Unfortunately, I have experienced several instances of harassment and targeting by staff and members, which has led me to consider canceling my membership.??Specifically, on Monday, February 26th, I overheard three members discussing unfavorable comments about my employer, Meta/FB, during my 6 am class. While not a significant issue on its own, it was unsettling to walk into a conversation that seemed primed for me.??The following day, Tuesday, February 27th, I arrived for my workout and was greeted by the song "Not Like Us" by ******** *****. As a Canadian, I felt targeted by the lyrics, especially given the context of a recent discussion with colleagues about the song's narrative.??These incidents, combined with previous experiences, have led me to believe that there may be a shared network of information among staff and members that is being used to target me. This feeling is exacerbated by the fact that I've experienced similar behavior across different states, including ***************, **, *******, ******, and now *******, ***??I understand that these concerns may seem unusual, but I assure you that they are genuine and based on a pattern of behavior that I've observed over the past year. It's essential for Orange Theory to maintain a safe and inclusive environment for all members, and I hope that you will take my concerns seriously.????

• Initial Complaint

  Date:03/22/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 studio in ********* closed unexpectedly less than halfway through my auto renewed monthly membership, with no prior notice. I only discovered the closure when I arrived for class and saw an eviction notice on the door. The lack of communication regarding the closure has been extremely disappointing. Given this, I am requesting a refund for my February membership which I was not able to use most of given the studio closure. There are no other franchises nearby my work or home to transfer my membership to. I have made multiple attempts to contact both corporate and the studio owners but have not received a response including phone calls, contact forms, and emails (1/18, 1/22, 1/24, 2/23, 3/4). Please process my refund as soon as possible.

  Customer Answer

  Date: 04/14/2025

  The response by corporate was not appropriate. I provided information in my complaint that the studio location was closed. I obviously knew that. Given the circumstances, I believe it is appropriate for corporate to issue a refund for my unused membership. I also think it is unacceptable that the studio closed without any notice or communication and that corporate has been unresponsive to phone calls, emails, and contact forms. 

  Customer Answer

  Date: 05/02/2025

  I became a member in June 2024 and remained a paying member until the location closed in December 2024 without notice. I never received a copy of my membership contract from OrangeTheory despite multiple requests. The office in both June and July of 2024 advised me to contact corporate directly to get a copy because they were able to scan things and email, but could not provide any corporate contacts. OrangeTheory's website's contact form requires selecting a location, which is problematic since my location closed without notice in December. Since the office closure, *** made several attempts to reach corporate (via email, contact forms assigned to other locations, and phone calls from numbers I have found online), but have been unsuccessful.

• Initial Complaint

  Date:02/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  I am filing this complaint due to the unethical billing practices and poor customer service I experienced with [Gym Name]. After sustaining an injury at their facility, I immediately informed them on January 9 that I could not continue my membership and requested a refund for a charge that had been processed on January 7.On January 10, I received a response outlining their assessment of my request. Following this, I formally submitted a cancellation request on January 14, under the clear understanding that the January 7 payment would be my last charge. Despite this, I was billed again on February 3, even though I had already informed them that I could not use the membership.When I reached out to dispute this additional charge, the gym cited their 30-day cancellation policy and refused to issue a refund, despite knowing that I was physically unable to utilize their services. They also suggested freezing my membership instead, which was not a viable solution given my injury.I believe this is a deceptive and unfair business practice, as they knowingly charged me for services I could not use. Their refusal to make any exceptioneven under extenuating circumstancesdemonstrates a lack of ethical consideration for their customers.Resolution Sought:I am requesting a refund of the January 3 and February 3 charge ($218) and for the gym to revise its cancellation policies to account for medical or injury-related situations where a customer is unable to utilize their services.

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This review is specifically targeted at one employee of Orange Theory, an employee who was formerly located at their ********* location; however, has since been transferred to their ************ location. Overall, OTF central and ********* are amazing, and are comprised of some amazing coaches, management and clients. The detrimental employee; however, ***** is also a coach at OTF. I can go on and on about my multiple negative experiences with ***** and her condescending, accusatory and offensive words and actions. Fortunately, for my sake, I am not alone. Other clients as well as staff have reported similar situations regarding *****.Please see my ****** and Yelp reviews for more details, as BBB is limited to ****************** less. ***** needs to go. She is a detriment to OTF, she is an albatross to their brand name and any location where she is employed. If you, or anyone doubts the integrity of my statements here, please feel free to reach out to me directly. ***, the people that I work out with are either current active, retired judges and law enforcement. They witnessed this and will attest to the statements that I have made herein.

• Initial Complaint

  Date:02/15/2024

  Type:Order 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.

  I am writing to address a discrepancy regarding my gym subscription with Orange Theory Fitness in Sodo *******. 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 to my email 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.

  Business Response

  Date: 02/15/2024

  Hi ******,

  As discussed during our phone call, I successfully reached out to the studio, and they have confirmed that your cancellation has been completed. You can rest assured that you will not be held accountable for any upcoming fees. I sincerely apologize for any inconvenience this may have caused you. Our team is committed to delivering an exceptional experience to all our valued members and guests.

  Have a great day!

   

• Initial Complaint

  Date:07/31/2023

  Type:Order 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.

  The head dealer of ******** closed the two stuidos he own on 06/26/2023 left 150 members unprepared with a total loss of ********* + RMB. In ***** the business model is ********************** as we can pay for a whole year so to have better deal. The membership I own is till 09/20/2024 for all ******** studio access and I've paid for all in advance. However the rest studios in ******** are refusing to accept us. At first ****** they say they are working on transferring my membership to nearby studios but nothing is really happenning. I was told by the other studio that if I go there again they will call the police to throw me out. This is totally against what we've signed for on the contract and being a brand holder ****** is not doing anything and not caring about their members' rights at all.

  Business Response

  Date: 08/25/2023

  Hi ******,

   

  Below is the communication that was sent out to our members who have been affected by the studio closure in *****. Is this something that you would be able to send, or should we go ahead and respond in the complaint?

   

  Thank you.

   

  ?

   

  ?????????????????L+Mall??????Ltd.?? "*****"???????L + Mall???????L + Mall????????????

   

  ??????????,???????????????????*****???????????????????????

   

  Dear Valued Member,

  We are writing to provide additional updates regarding the closing of the ***************** and L + Mall studios by our franchisee, ******** Chengshi Fitness **************** (*****), with whom we are terminating our agreements and the possibility of any future dealings. They will no longer represent our brand.

  This closure was completely unexpected, and we had no prior knowledge of the events that unfolded. We are shocked by SCFSCs decision to abandon its members and their refusal to perform the outstanding prepaid services.

   

  ???????????????????????????*****????,??????????????????????,?????????????*****??????,?????,Orangetheory Fitness????????*****????/????

   

  Due to the nature of the franchise agreement, we are limited in what we can do. Your membership agreement is a contract between you and *****, and you must seek any and all forms of redress, including any monetary recovery, from and against this independently owned business. We anticipate that the owners of ***** may soon file for protection under ******* bankruptcy law, and with that protection, Orangetheory Fitness has no standing to force ***** to reopen the studios, refund members and/or refrain from dissolving the business.

   

  ??????????,?????,??????????????OTF?????????--????,???????,???????OTF??????????********** ???????,????????,????????????????????

   

  We sincerely regret this situation and want to assure you that we have been working closely with our other franchisees who own and operate the neighbouring Orangetheory studios Wuding Lu, Archwalk and *********************** of the Moon to seek a solution that will allow you to continue your fitness journey with Orangetheory. Although these franchisees have no connection to ***** nor the issues surrounding the closed studios, they have been very generous in welcoming you to their studios during the past two weeks. 

   

  ????????,??????????????2023????????????????(?????????????)?

   

  ????????????????????????????????????,???????????202331???Orangetheory???????:

   

  We are pleased to let you know that these three studios have agreed to extend the invitation for you to work out in their studios under your current membership through July 31, 2023. (See studio contact information below.)

   

  ??????????????????????????????????,????????????2023???Orangetheory???????:

  - ????

  - 3????? > *****??*****???? ??????,??????3000???? ??? > ??150????????????????,????????????????????????????????????????????

• Monthly Membership > 1,088 RMB Unlimited class privileges
• 3-Month Paid in Full Membership > ***** RMB > ***** RMB savings. Unlimited class privileges. If you decide to renew after the expiration of the 3-Month term, you will continue at the discounted rate of ***** RMB.
• Class Packs > will be available to purchase at 150 RMB per class.
• We will assess the time remaining on your current membership agreement and allow for some reasonable accommodation with a new membership.
• Only members at CHN001 & CHN002 will be allowed to join at the above price points. The original membership agreement will serve as proof to qualify for this pricing.

???????????????,?????????????????????????????--????????????????,???????????????????

??????????,?????????????Orange Nation??  

????:

Orangetheory Fitnessstudiomanagerchn007@orangetheoryfitness.com.cn
Wechat: Orangetheory007

Orangetheory Fitness Wuding Lu
021-52666533
studiomanagerchn003@orangetheoryfitness.com.cn
Wechat: OTF-003



Orangetheory Fitness Archwalk
021-63802880
studiomanagerchn006@orangetheoryfitness.com.cn
Wechat: otfchn006FD