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Business Profile

Fitness Center

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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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:01/06/2023

    Type:Order 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. 



    Regards,



    ****** *******urn call after two days with no answer upon which the studio manager said she would go ahead and cancel and send me an email with the confirmation, which she did not. She finally sent an email but not on an official company letterhead, just an email from her personal business email.
    •There was no copy provided to me of the freeze request I filled out even though I requested it.

    Business Response

    Date: 01/19/2023

    Member had requested to freeze while I was away on vacation. We spoke four days after her request to freeze when I returned from my vacation. It was under my impression that we had resolved the issue over the phone on Wednesday, January 4th. 

    As stated on the phone, I provided two options. I can refund and put her account on freeze for 60 days since we are only able to do a maximum of 60 days at a time. If we needed to extend that freeze then we can definitely do that as well. The only hesistiatiom I had with freezing, is that I did not want her to have to worry about when her freeze lifted, calling to extend that freeze, etc., since they lift automatically. 

    The second option was to cancel her membership until she was ready to get back into the studio. Per our rules and policies, members must provide us with a 30 days notice and a final payment. Since her payment came out on 1/1/2023, i was going to accept that as her final payment. 

    After speaking with her doctor on Wednesday, January 4th , they said her physical activity should be limited. We both agreed it would be best for her to cancel for now and come back when the time is right. I canceled her membership and agreed to refund her payment from 1/1/2023. 

    She stated in an email that she misunderstood me and there was miscommunication between the two of us. I have attached her response to the email I sent to her. We also spoke on the phone Monday, January 9th and she said that she does not know how to cancel this complaint. I am assuming you guys will need to reach out to her to confirm this. 

    Please reach out if you need anything else. 

    Best,

    Macenzie S*******

    Orangetheory Fitness Greer  Studio Manager 

Orangetheory Fitness is NOT a BBB Accredited Business.

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