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Business Profile

Gymnasium

Orange Theory Fitness

This business is NOT BBB Accredited.

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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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  • Initial Complaint

    Date:08/17/2023

    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.
    On 7/15/23 I started a membership with Orange Theory Fitness. I paid $169 for a membership. I am filing this complaint because Orange Theory is trying to enforce a policy that cannot be met which will result in me being charged for another $169, despite my requests to cancel before within 30 days. When I signed up for OTF, it was explained to me by studio staff that I would have 30 days to easily cancel my membership. I feel now,that the employees at Orange Theory Fitness were intentionally misleading of their policy since this made me more willing to sign up. On 7/20/23 I reached out to the studio to cancel my membership on the OTF website. I was told by their manager that I would need to go to a studio to cancel, despite explaining that this would be difficult for me. I cancelled on 8/07/23 in person. Staff said they were unable to provide me with a receipt. I was at this time made aware that I would be charged for an additional month. I was concerned that there was a mistake so I emailed their studio manager, ****. I explained to him that it would be impossible for me to have cancelled my membership before 30 days since my membership just started less than 3 weeks ago. The manager informed me that I would still be charged an additional month regardless. I went on their website to find information on their "30 day policy." I could not find it listed anywhere or in a place that was easily accessible. I am still usure of the details of this policy. On their website, it asks you to accept the policy without explaining what the policy even is when trying to find out how to cancel. The business has not tried to help me resolve this concern. I have asked for the cancellation policy to be sent to me via email and the manager responded that he would "explain" it to me on Thursday 8/10, when he is in the office instead of sending it to me directly. Any help would be greatly appreciated. Thank you for your time and consideration!

    Customer Answer

    Date: 09/13/2023

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    At this time, Orange Theory has not looked for a solution to this matter and continues to insist on charging me. I no longer communicate with this business.

    Regards,

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

Orange Theory Fitness is NOT a BBB Accredited Business.

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