Complaints

• Initial Complaint

  10/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On or about August 18th of 2024 I canceled my Orange Theory membership. During the cancelation process I was informed that my billing date was September 9th. I then made the statement so I'll be able to continue working out up through September 8th. The employee said yes I would. As an aside I worked out on Tues, Thurs, and Sundays and Sept 8th was the last date before my understood end date of Sept 9th. This is the crux of my issue with them. They are now saying that my last billing statement was for Sept 9th and that I was able to workout up through Oct 9th. The employee telling me that I was able to work out through my Sept 8th workout was very misleading, almost to the point of lying by omission. If my understanding of my last day to work out was incorrect they should have corrected me right then. By not correcting my incorrect statement they were endorsing my understanding.

  Business response

  10/08/2024

  Hello!
  

  My name is ***** and I am the studio manager at Orangetheory Fitness Gahanna. It's unfortunate to see a complaint like this come through about our business because we strive to treat every member with respect and to make sure they have the best experience possible, from their first class through their cancellation process. **** has been a previous member with us starting in 2019 through 2021 and then rejoined with us in 2022 so he has been through our cancellation process before. Our membership agreement contract, that all members sign when they join, states that we have a 30 day cancellation policy. This policy states that a member must notify us about cancelling their membership prior to their billing date. They will then have one final billing and 30 days to use their remaining classes. This is also gone over in person as well as emailed to the member with their membership forms attached for their records. I have attached his most recent membership agreement form that he signed when he rejoined with us. I have also attached a cancellation form that he signed which also states the 30 day cancellation policy, final billing, and the 30 days to use their remaining classes. My staff is trained to let all members know our cancellation policy and we document it after we sign members up. Sadly, **** did not go about this in a respectful way. His final billing took place on 9/9/2024 and he did not reach out about this until 10/1/2024. We have several call recordings, prior to this complaint, where my staff had repeatedly told him our policies and referenced the membership agreements he signed when he joined with us. He proceeded to talk down to my staff and call them liars. We have these recordings if you would like to hear them. I hate to see a complaint like this come through because my staff is full of wonderful and kind people who would never intentionally mislead a member in any way. We are also always abiding by the policies Orangetheory Fitness corporate has in place for all studios. I hope this clears up any confusion regarding our corporate studio policies. 

  Please let me know if there is any more information I can provide. I hope this issue can be resolved!

   

  Best,

  Erika 

*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. ↩