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Business Profile

Fitness Center

Orangetheory Fitness Overland Park

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

Customer Complaints Summary

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

Complaint type

  • Initial Complaint

    Date:10/14/2024

    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.


    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.




    Sincerely,



    ***** ******

    Business Response

    Date: 10/16/2024

    Hi there, 

    I have included copies of signed agreements from when the member originally signed up for an Elite membership ($109/month pre-tax) and then upgraded to Premier with a promotional rate ($129/month pre-tax). The difference in price between the two memberships covers unlimited classes vs 8 classes/month. This should address the issue of not being aware of the price difference. 

    The perks program referred to was a special, limited time promotion that was offered in 2022 and was not part of an inclusion of any membership (not listed in any agreements, documents, etc). This program was not reflected in pricing at all and has not been offered in over a year. 

    The member was going to be 8 minutes late for class earlier this month and was told that unfortunately, she would not be able to attend class due to the 5 minute no-entry policy (also acknowledged in the signed rules and polices / agreement). She then requested to cancel her membership immediately (seen in the attached email). We have a 30 day cancellation policy (also found in the agreements) and this was waived as an exception for the member per her request. 

    Finally, she is requesting a refund for payments of services that she has used. We have attached a document showing that as well. 

    Please let us know if you have any further questions.

     

Orangetheory Fitness Overland Park is NOT a BBB Accredited Business.

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