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Business Profile

Exercise Programs

Orange Theory

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Programs.

Complaints

Customer Complaints Summary

  • 2 total complaints 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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Complaint status

Complaint type

  • Initial Complaint

    Date:07/03/2024

    Type:Service or Repair 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.
    This corporation filed a lien against me for an outstanding balance after I had cancelled my membership approximately 6 months prior stating that I had an outstanding balance. They stated I wasn't able to cancel over the phone even though the person I spoke with stated it would be taken care of. I was out of town on military orders during that time and was unable to go to the gym location to physically cancel the membership. When I called to explain they stated there was nothing they could do but to go through who they had filed the lien against. But this isn't accurate because the corporation handling the lien told me the original filer could make it go away if they wanted to. This is definitely frustrating as I was serving my country during the time of cancelation and was told it was taking care of, just to recieve a letter in the mail this past spring, March, I believe stating that I owed 3-4 months membership even though I had spoken to someone from the gym who told me it would be handled.

  • Initial Complaint

    Date:02/28/2023

    Type:Service or Repair 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.
    11/30/22 I was told by Studio manager I could purchase their November special Buy 1 month get one month free services for $109. I told her I was sick (covid) and could not come in December, she told me she would put the account on hold and I could come in ******* and February for the $109 (8classes a month) I came in ******* and then tried to cancel before the last day of the month (******* 30th, I went into the studio) She told me it was too late to cancel that my account had never been put on hold it was not buy one Month get 1 month free that was only in November! They took 2 payments- (I cancelled the last one) and now they are billing me for $124 for the month of February which should have been free with her word, which is of no value! Misrepresentation of the highest immoral business manner. They are threatening to send this bill to collections. Please help.

    Business Response

    Date: 04/07/2023

    On November 30, 2022, ************************* sign her Membership agreement for the promotion Buy 1 month, and get one month free. This promo stated, she will pay for November and the December month will be free. She called on December 13, to let us know she was sick and not able to attend to class. She asked me if we could refunded her membership. (Membership Agreement 3 days term "The buyer may cancel this agreement by sending notice of your wish to cancel to the health club before midnight of the third day (Excluding Saturdays, Sundays and legal holidays)". I explained to her, the membership agreement stipulates after 3 business days we could not cancel her membership for but she still have December for free. She asked to pause her membership and I explained, again, there was nothing for me to do because she was not going to be charge in December because she had a free month. She was not happy about my response, but didn't say anything else. She came back on January 30 and let us know she wanted to cancel her membership, and I told her that was ok, the last payment was the one submitted that day, and she could continue using the studio till February 28. Based on our cancellation policy we need a 30 days cancellation notice to cancel her membership, based on this we should have charge her one more month.  She started yelling at me about the payment and how we told her she was not going to be charged in January because of the month free. I explained again how Buy one get one free month works and she didn't like that. 

    Let me know if there is something else you need. 

Orange Theory is NOT a BBB Accredited Business.

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