Complaints

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• Initial Complaint

  Date:06/06/2025

  Type:Billing 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 had opted for a trial membership at Orange Theory Fitness in July 2022. After the initial period, I informed the front desk about my decision not to continue my membership. However, I discovered by chance that the joint credit card (between my husband and myself) was being charged $119 per month since July 2022 until Feb 2025. We failed to recognize the charge as it was being charged to the card as OTF. Nowhere did the credit card charges show the full name of Orange Theory Fitness. The charges came to light when accidentally this February, and neither I or my husband realized that the gym was charging us every month. We immediately contacted Orange Theory, stating to them that we never intended to continue the membership, and never attended any of the classes that we were supposed to attend every month based on the contract copy they emailed us. We tried again to appeal to the store manager, but they are refusing to refund the money even though I have never been to the club since the first trial week. I did not understand that the trial membership I signed up for would be charged to me even though I had informed the front desk at the gym.

  Business Response

  Date: 06/18/2025

  We appreciate the opportunity to respond to Natasha’s concerns and would like to provide clarification on our membership policies and this specific case.
  At Orangetheory Fitness, we do not offer trial memberships. All memberships are recurring and require a signed membership agreement, which includes a clearly outlined cancellation policy. This policy states that all cancellations must be submitted with a 30-day notice via an official cancellation form, which must be signed by the member and staff. All cancellation forms are uploaded to the member's profile and any related communication is logged in our system (MindBody).
  In this case, we have thoroughly reviewed the member's account and confirmed the following:
  The member signed a recurring membership agreement in July 2022, which included full disclosure of the monthly charges and the cancellation policy.
  The member took part in the complimentary intro class and attended three additional classes under the paid membership.
  There is no signed cancellation form on file, nor any documentation—written or verbal—of a cancellation request.
  Because no formal cancellation request was submitted, the membership remained active and was billed monthly in accordance with the signed agreement.
  We understand that the charges were overlooked for an extended period due to how they appeared on the credit card statement. However, we are unable to refund charges for an active membership that was not formally canceled according to the policy clearly stated and agreed to at the time of enrollment.
  
  While we empathize with the situation, we must uphold our policies to ensure consistency and fairness for all members. We encourage any members with questions about billing or cancellation procedures to reach out to our team directly so we can support them in navigating their membership appropriately.
  

  Sincerely,
  

  Ali Equi
  General Manager
  Orangetheory Fitness Windermere