Complaints

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

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Orangetheory Fitness Honolulu has 5 locations, listed below.

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  Orangetheory Fitness Honolulu

  660 Ala Moana Blvd Ste 217 Honolulu, HI 96813-5400

• 

  Orangetheory Fitness Honolulu

  25 Johnson Ave Ronkonkoma, NY 11779-5375

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  Orangetheory Fitness Kapiolani - Pan AM

  1600 Kapiolani Blvd Ste 107 Honolulu, HI 96814-3806

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  Orangetheory Fitness Waikiki

  449 Kapahulu Ave Ste 101 Honolulu, HI 96815-3850

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  Orangetheory Fitness Kapolei

  590 Farrington Hwy Kapolei, HI 96707-2009

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:07/13/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 signed an agreement to join Orange Theory Fitness (OTF) in the summer of 2021. I was offerred a discount rate of $169 per month. I understand that upon cancellation I must give one month notice. In March of 2022 I became injured and required physical therapy (PT). I contacted the studio and provided a doctors note on 3/28/22. I was not told at that time that there would be a limit on a medical freeze. On April 17, they billed me for the full amount which took two phone calls and two emails to have the charges reversed. On May 3, they were emailing me asking me when I was going to return. They called me and emailed me several times - I do not have a return date as I am still in PT. After multiple back and forth emails with the manager ******************************* she agreed to proceed with an open ended medical freeze on May 27. She stated in an email that she would follow up with me in 60 days. On July 1, I received a voicemail from the studio stating they were unfreezing my membership on July 8-approx 3 weeks sooner than even the last contact date provided by the manager. I immediately contacted the studio by email that day asking for clarification and still no one has responded. I received another email from the studio on July 3 stating the same-my membership will be resuming July 8. I still have not heard from the studio and at this point it is financial abuse and harrassment. In looking over previous bills, they were not billing me 169 per month, they were actually billing 179 per month. I should have caught that earlier but it is just yet another example of OTF taking advantage of their members. This is not how a cooperation should be dealing with someone with an injury that has medical exemption. I do have copies of all emails if needed.

  Business Response

  Date: 07/13/2022

  Member said she was supposed to be frozen and was billed 4/17/22. Requested a refund through text on  5/3/2022 7:38:29 AM responded 5/3/2022 8:06:57 AM that her membership would be refunded and frozen due to injury. Called again and spoke to someone 5/9/2022 12:15:51 PM about how she did not want to go through the hassle of freezing her membership and was thinking about canceling if she could get out of the cancelation policy. Sales Associate let her know that the freeze fee would be waived but unable to waive cancelation policy. Manager placed member on freeze again 5/10/2022 To 7/8/2022 Scheduled On: 5/10/2022 By Brooklynn injury. We cannot do indefinite freezes now that covid policies have ended. 7/1/2022 10:03:42 AM called to let her know membership was coming off freeze and please let us know if she needs to extend freeze, come back, or cancel membership. 

   

  In summery, membership was frozen and refunded when asked. Member has been asked what she wants to do next and we are waiting on an answer. 

  Customer Answer

  Date: 07/13/2022

  last email correspondence from OTF on 5/27/22 from brooklynn- manager- stated she would follow up with me in 60 days. There was never mention of anything on July 8. In all emails, July 8 was never mentioned as a date for restart. In email from 5/27 brooklynn stated freeze would be open ended. I emailed them twice to resolve without reply about July 8 restart-once on 7/1, again on 7/11, no reply from studio. The reason I stated I wanted to cancel membership is because of their lack of communication and egregious billing practices which take advantage of injured members. They are blatantly going against the last email written which stated they would make contact in 60 days. 

   

   
  Complaint: 17534674
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************