We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Exercise Programs

Orangetheory Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Programs.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/09/2024

    Type:Customer Service 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.
    I signed up for fitness classes. Upon signing it was states the if I attended 12 classes within the first 30 days I would be able to cancel and not be charged. Otherwise it would be a 30 day notice to cancel. Upon trying to attend classes I find 90% of classes fully booked making it unable to attend classes basically negating the option to do the 30 day trial. Now I’ve requested a cancellation but will be charged for the next month. But still majority of classes are booked. I feel they have too many members and miss represent the ability to attend classes, therefore making it impossible to meet their requirements forcing you to pay the extra month when canceling.

    Business Response

    Date: 04/22/2024

    Orangetheory classes are reservation based. The booking procedures are explained the day a new person joins. Members download the app & have the ability to book their classes 28 days in advance. If you book your classes 28 days out, your spot is guaranteed in class and a lot of members to do this keep a consistent schedule. We do understand that some members don't have predictable schedules and need to book last minute. Depending on the class type, the capacity is either 12, 24, or 36 members per class. Our classes also have a waitlist capacity of up to 20 members on a waitlist. If you are booked into a class and need to cancel, you must do so with 8 hours notice via the app or there is a late cancel fee. Looking at the app, a lot of our classes are waitlisted because members have already booked their 28 days out. As a new member, we offer to add you directly into your first 2 weeks of classes so you can avoid any waitlists. The sales associate who helped ******* noted that ******* said she had a schedule that varied so she didn't want us booking her into classes and she would book on the app. Since we have the 8 hour notice on a cancellation, all of our waitlist filter through right before that 8 hour mark, making it very easy for someone to book into a class last minute. The booking system is easy to use for someone to plan in advance and book 28 days out or who may have a schedule that varies and to book an hour before the scheduled class. I have attached screenshots of our schedule from the week of  April 8th to April 14th to show that 86% of our classes had an opening that ******* could have jumped into. You can see on the attached screenshots, the capacity is on the right hand side and the number of members who actually attended class are on the left.  Being reservation based, we do understand there can be a learning curve to the booking system. When members reach out letting us know they are struggling to get into classes, we are always more then happy to help, but ******* did not communicate that with us. On April 1st, we have a record one of our coaches reaching out to ******* and offering to book her into classes. Upon receiving *******'s cancellation request, I responded and offered to help her get booked into classes and explained some tips and tricks on help getting into the classes she wants. 

Orangetheory Fitness is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.