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

  2970 N Eagle Rd Ste 105 Meridian, ID 83646-6620

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  Orangetheory Fitness

  1240 W Chinden Blvd Ste 106 Meridian, ID 83646-7073

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:10/19/2022

  Type:Product 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.

  On September 15, 2022, I signed up and paid the $168.54 for the first month. On September 26, 2022, I called to ask about canceling, as I re-injured my shoulder, making this workout impossible. The manager, *****, said he would talk with the owners about not charging the 2nd month and would call me the next day. This did not happen. I called and left messages on 2 different occasions over 2 weeks. They looked at my account and saw the initial call w/Chase and nothing more. I finally got a call on October 12, 2022, at 3:30pm from Chase. He was very short with me and said he'd just talked with the owners and they said no and it's corporate policy. When I mentioned he said he would call the next day, he seem flustered then lied and said he did try to call me. I asked how I could talk with the owners myself or contact corporate and he said I could use ******* if I knew how. I do not trust he talked with the owners at all.I asked again how I could talk with the owners and his response was, "I already did". I said I understood he talked with them and said I would like to talk with them. He said he couldn't give me their cell phone but could give email. I said that was fine and asked what their names were. He hesitated and then said they wouldn't respond and that he would have to ask them, then said, "they already said no". ***** could use some customer service training.On ********, I'm being charged $168.54, (I have filed a dispute with my credit card company to help get a response from the owners)Along with my injury, I'm working 12 hours a day, 7 days a week on Catastrophe Duty for Hurricane ***. I would really like to talk with the owners about a refund on this current charge and possibly freezing the balance of my 1st month (I was only able to go 2-3 times) to use when my shoulder has healed and I'm no longer on CAT duty. I'm unable to get the physical therapy I need for my shoulder, due to CAT duty, and may not be able to do this type of workout again.

  Business Response

  Date: 10/26/2022

  
  Dear BBB:
  
  I received your letter regarding the complaint filed by ************************* #********.  I have researched this complaint and found the following information that can be supported with written documentation. 
  
  ***** signed a membership agreement with Orangetheory Fitness Eagle Island on 9/15/22
  
  The Membership agreement requires a 30 day written notice to cancel, ***** read and initialed this Corporate policy and then signed the agreement and used the services. We do not sell a 30 day membership, the minimum is 2 months since we require 30 day written notice to cancel. ***** was requesting that we refund her the second payment even though she failed to follow our cancel policy that she both knew about and initialed and signed off on the agreement. I can provide the signed form if needed. We followed our policy as we do for all of our members. The manager ***** did reach out to the owners ( I am one of the owners) to inform us of this members request to have her payment waived and we reviewed the information and determined that this member did not follow our policy or qualify for an exception since she did not follow our cancellation policy. The member is now cancelled and no further payments will be deducted from her account. 
  
  Please let us know if you have any further questions. 
  

  
  

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18228318
  
  I am rejecting this response because:

  I agree I signed a membership agreement with Orangetheory Fitness Eagle Island on 9/15/22 and had no intention of canceling, until I re-injured my shoulder and became unable to do the exercises in Orangetheory. I was only able the use the services a few times before the injury.

  
  I called the location to see if there was anything that could be done, with my extenuating circumstance, and was transferred to talk with Chance. I explained what happened and he said I could complete the written cancelation, which was emailed to me and I signed and completed the cancelation on 9/26/2022. He told me he would talk with the owners to ask about stopping the charge for the 2nd month, due to my situation, and only being two weeks in to the membership, and the 2nd charge was not due to process yet. He didnt promise anything, but said he would call me the next day, which did not happen. 

  
  I did not get a call the next day and had to call and left messages two more times over the following weeks, with the promise they would get a message to ******. When I was finally able to reach him, he was very short and rude to me and lied saying hed tried to call me.  I asked how I could reach corporate and he told me I could ******* I asked to talk with the owners and he started to give contact information and then wouldnt even provide their names. Id also told him Id since been placed on Catastrophe Duty to handle claims from Hurricane *** and was working 12 hours a day, 7 days a week. 
  

  This company never even offered to place the membership on hold. They werent willing to talk with me about options at all.
  
  
  Sincerely,
  
  *************************