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Business Profile

Fitness Center

Orangetheory Fitness

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

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

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Orangetheory Fitness has 59 locations, listed below.

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    Customer Complaints Summary

    • 12 total complaints in the last 3 years.
    • 5 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint type

    • Initial Complaint

      Date:07/29/2022

      Type:Sales and Advertising 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.
      Orange theory had a month free membership offer in the month of June. I sign up for the month free trial. When ask the employee about any commitment requirements she stated that were none and as long as the membership is cancel within a couple of day before the first official month was going to be charged there should be any issues. I sent a cancellation request on July 26, 2022 and the membership was supposed to be change on July 29, 2022. Orange theory still processed the payment after my cancellation request. I called to get the payment reversed and they are stating now that there still a 1 month commitment which was not stated by the employee when got the free month trial.

      Business Response

      Date: 08/02/2022

      This member signed up at the Central *************** location during a Promotion targeted towards former members.  The promotion stipulates that the First Month is FREE and all subsequent months are charged at the regular rate.  There is also an addendum to the standard Membership Agreement outlining that the requirements for this promotion including the status of membership (former member with inactivity for greater than 60 days) and One free month followed by at least one additional paid month, which is in line with our standard 30day Cancellation Notice.  The studio team has been made aware of this review and will look into and reach out to the member to discuss resolutions.

      The studio team was able to connect with this member and find a resolution.  They have agreed to have the member utilize the remaining sessions on her account (offered to extend window, but declined as interested in taking classes now).

    Orangetheory Fitness is NOT a BBB Accredited Business.

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