We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Fitness Center

Orangetheory Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/13/2022

    Type:Order 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.
    I have been messaging and calling the studio to cancel my membership for three weeks. No one has called me. No one has responded to the emails I sent (11/23, 11/29, 12/2 - phone calls those dates and 12/9, 12/12). I called again yesterday and the person told me that the studio manager's email address was "not working" and had only recently come back online. I did receive an automated email that my dues would be increasing on 12/1, however. They emailed me cancellation forms, which require a 30 day notice of cancellation, dated for yesterday (12/12) even though I've been calling and emailing for three weeks - and I was assured someone would contact me right away - no one did. The service level is very very poor which is a shame because the trainers and workouts are great. I had a medical condition in August and spend a week in the hospital. The wouldn't freeze my account more than sixty days without a doctor's note, even though I only wanted to freeze it for thirty days - and I wanted to return. You also have NO resolution BUT to go through the Studio Manager - so what do you do and who do you contact if the Studio Manager doesn't respond to you?? Am I just stuck in my agreement forever? It's absolutely the worst experience I have ever had trying to leave a gym - they don't even act like they care about my business or referrals. It's very disappointing. Buyer beware. I want a complete refund of anything paid in November and December AND I want my membership terminated EFFECTIVE IMMEDIATELY.

Orangetheory Fitness is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.