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Business Profile

Fitness Center

Orangetheory Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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 status

Complaint type

  • Initial Complaint

    Date:09/01/2022

    Type:Order 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 purchased my mom (account: ******************** a 10-pack of classes before COVID. During the pandemic she was in a risky group so didn't feel comfortable working out in group settings. She emailed with the business to try and transfer these to her daughter and the business would not allow it. Then 9 out of the 10 classes expired. We now have lost our $200 and I tried contacting the business about it via email and got no reply. We are looking to receive the 9 class credits back as it was taken away unfairly due to health circumstances.

    Business Response

    Date: 09/16/2022

    Our business received a complaint that a member, *******************, purchased a 10 pack during Covid for $200 and since she was not able to use it because she was high risk it went to waste.  She was interested in getting her 9 out of the 10 classes back to use but said the manager told her they are expired.  I am looking in our system and it looks like this complaint was filed against the wrong location.  She has never been to our facility and it was purchased at the **********, ** studio. Please remove this from our account as it was wrongly filed. If you have any further questions let me know, thank you!

     

    Best,

    ****************

    OrangetheoryAmanda Regional Manager
    ******** Region - ***************************************************************************** 08854
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    Business Response

    Date: 10/19/2022

     

    ******'s mother, *****, called on 9/13/2021 to inquire about transferring classes from her membership to her daughter ******, who was not a member.  Via phone, I reinforced our policy of non-transference of memberships and we would not be able to accommodate her request.  I did, however, offer to (and followed through with) contacting our corporate office and they confirmed that we could not transfer the classes as requested.  As a courtesy, corporate was able to extend her classes so they would not expire.  Subsequently, ***** took a class with her membership on 12/19/2021.  Since ***** took the class in December 2021, we had not received any additional correspondence from ***** until we received the letter from the Better Business Bureau indicating her daughter, ******, filed a complaint.  Per the complaint, the classes have expired when in fact, the classes remain active and available for use.  A text message was sent to ***** to remind her of availability of these classes on 7/13/2022.  Again, as of this writing the classes in question remain active and available for use.

    Orangetheory

    Yocelyn Studio Manager

    Orangetheory Fitness Bedminster

      

Orangetheory Fitness is NOT a BBB Accredited Business.

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