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Business Profile

Gymnasium

Orangetheory 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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  • Initial Complaint

    Date:04/24/2023

    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.
    My heart rate monitor began acting up and they (******, ** studio on ************) suggested leaving it with them for a coach to observe. The pandemic hit and things shut down. I have asthma so going back into a studio wasnt an option. I canceled my membership when things opened back up. I eventually went in to pick up my monitor and they couldnt locate it. They said a manager would call me back and they never did. *** called and texted. They either ignore me or tell me someone would reach back out once their manager had the opportunity to look into it. Then the call never comes. A few weeks ago, I was simply told there was nothing that could be done. Its bizarre. They arent denying they had it so that isnt in question. Ive been told multiple times that they must have thrown it away and theres nothing they can do. We are talking about a monitor that OTF sells. Why not send me a replacement?At some point, I was offered a new one if I signed up for a membership (which in itself is ridiculous, it shouldnt be tied to me giving you more money). I dont live in the state anymore but was considering signing up at a studio at my new location. Okay, a manager will call you back. Of course, that call never came.I called again today and the lady I spoke with said shed suggest I purchase a new one. You cant make this up. Your resolution to not giving my monitor back is that I go spend my own money to purchase a new one. That someone would even utter those words is mind-boggling.

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