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Business Profile

Fitness Center

Orange Theory Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/20/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    My name is ******, and I am filing a complaint regarding ongoing billing issues with Orangetheory Fitness, specifically the Montvale, New Jersey location.

    I canceled my membership in December 2024, but despite this, I have continued to be charged monthly. Since the cancellation, I have visited the Montvale studio multiple times to resolve the matter. Each time, I was told that a manager would follow up with me, but no one has contacted me and the charges have continued.

    This situation has persisted for several months, and I have made good faith efforts to resolve it directly with the business. I am now requesting a full refund for all charges made to my account after my cancellation in December 2024.

    I would appreciate any assistance the Better Business Bureau can provide in helping me reach a resolution. Please let me know if any additional documentation is required.

  • Initial Complaint

    Date:02/04/2025

    Type:Billing 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.
    We had subscribed to the fitness in May. Did not like it and resigned in June of 2024. I have stopped by in person and call but do not get anyone to call back. I am being charged every month for $189.00 for their service and cannot get them to stop. Please help. We only used their facility for the month of May 2024.

    Business Response

    Date: 03/03/2025

    According our records, ********* ******** called the studio on 6/7/2024 9:37:10 AM to request a membership cancellation. Orangetheory Fitness enforces a 30-day cancellation policy for all members. *********** final membership payment was on 6/29/2024. We were able to confirm the membership agreement on file has a valid signature, acknowledging her consent to these policies. ********* is requesting a total of $1,512 in refunds but the sum amount charged to her account is $529. *** ******** ***** *** * **** ** *** ******** *** ********* 

Orange Theory Fitness is NOT a BBB Accredited Business.

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