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Business Profile

Fitness Center

Orangetheory Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

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

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Orangetheory Fitness has 4 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint 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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    • Initial Complaint

      Date:01/30/2025

      Type:Billing Issues
      Status:
      Resolved
      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 cancelled my membership with Orangetheory Fitness Albuquerque on November 4th. At that time, I was informed that there would be a 30-day notice period, with one final billing cycle starting once my cancellation form was completed and received. That final charge was processed as expected.

      However, in January, I was unexpectedly charged for a membership again. When I called for clarification, I was told that my partner had requested to restart the membership, and Orangetheory reactivated my account without confirming with me—despite the fact that I had personally signed and dated my cancellation form. My phone number and email are on file, yet no one contacted me to verify that I wanted to restart my membership.

      I spoke with *******, who assured me that the manager would call me to resolve the issue. That call never happened. Instead, I received an email instructing me to fill out another cancellation form and was told I would be charged for an additional month due to the 30-day notice policy. This is unacceptable, as I had already cancelled my membership in November and should not be responsible for further charges. Thank you!

      Business Response

      Date: 02/13/2025

      We have resolved the issue with the consumer. 

      Customer Answer

      Date: 02/13/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau®:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.



      Regards,



      **** ****

    Orangetheory Fitness is NOT a BBB Accredited Business.

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