ComplaintsforOrangetheory Fitness Honolulu

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I signed an agreement to join Orange Theory Fitness (OTF) in the summer of 2021. I was offerred a discount rate of $169 per month. I understand that upon cancellation I must give one month notice. In March of 2022 I became injured and required physical therapy (PT). I contacted the studio and provided a doctors note on 3/28/22. I was not told at that time that there would be a limit on a medical freeze. On April 17, they billed me for the full amount which took two phone calls and two emails to have the charges reversed. On May 3, they were emailing me asking me when I was going to return. They called me and emailed me several times - I do not have a return date as I am still in PT. After multiple back and forth emails with the manager ******************************* she agreed to proceed with an open ended medical freeze on May 27. She stated in an email that she would follow up with me in 60 days. On July 1, I received a voicemail from the studio stating they were unfreezing my membership on July 8-approx 3 weeks sooner than even the last contact date provided by the manager. I immediately contacted the studio by email that day asking for clarification and still no one has responded. I received another email from the studio on July 3 stating the same-my membership will be resuming July 8. I still have not heard from the studio and at this point it is financial abuse and harrassment. In looking over previous bills, they were not billing me 169 per month, they were actually billing 179 per month. I should have caught that earlier but it is just yet another example of OTF taking advantage of their members. This is not how a cooperation should be dealing with someone with an injury that has medical exemption. I do have copies of all emails if needed.

  Business response

  07/13/2022

  Member said she was supposed to be frozen and was billed 4/17/22. Requested a refund through text on  5/3/2022 7:38:29 AM responded 5/3/2022 8:06:57 AM that her membership would be refunded and frozen due to injury. Called again and spoke to someone 5/9/2022 12:15:51 PM about how she did not want to go through the hassle of freezing her membership and was thinking about canceling if she could get out of the cancelation policy. Sales Associate let her know that the freeze fee would be waived but unable to waive cancelation policy. Manager placed member on freeze again 5/10/2022 To 7/8/2022 Scheduled On: 5/10/2022 By Brooklynn injury. We cannot do indefinite freezes now that covid policies have ended. 7/1/2022 10:03:42 AM called to let her know membership was coming off freeze and please let us know if she needs to extend freeze, come back, or cancel membership. 

   

  In summery, membership was frozen and refunded when asked. Member has been asked what she wants to do next and we are waiting on an answer. 

  Customer response

  07/13/2022

  last email correspondence from OTF on 5/27/22 from brooklynn- manager- stated she would follow up with me in 60 days. There was never mention of anything on July 8. In all emails, July 8 was never mentioned as a date for restart. In email from 5/27 brooklynn stated freeze would be open ended. I emailed them twice to resolve without reply about July 8 restart-once on 7/1, again on 7/11, no reply from studio. The reason I stated I wanted to cancel membership is because of their lack of communication and egregious billing practices which take advantage of injured members. They are blatantly going against the last email written which stated they would make contact in 60 days. 

   

   
  Complaint: 17534674
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into Orangetheory Fitness on 01/28/2022. Saying I wanted to cancel my membership. She told me unfortunately there was nothing she could do and I would still get charged an additional month. I told her the reason I needed to cancel because of the ***** pandemic, my work was switching me to remote. I signed the cancellation form. I then had a doctors appointment 02/04/2022 and I had got a doctors note saying Im actually unable to workout any more under the doctors orders because of what was discussed at the appointment. Manager Cami said I signed the cancellation fee. I emailed her back saying my doctors appointment was actually after the cancellation and this is something new. Then the regional manager ****** left a voicemail, saying I need to disclose the disability. I then called her and read her the hippa agreement actually stating I dont need to tell her what medical condition I have and that is my rights. She then said I cancelled for work and now I have something medical going on. I dont think she understands someone can have a new medical condition.

  Business response

  03/14/2022

  When everyone signs up for a membership we go over the rules and policies the studio has. One of these policies being the 30 day cancelation policy that is a corporate policy and we are unable to work around. This member was well aware of the cancelation policy and was reminded of it when she canceled her membership. At that time the member tried to argue with staff about how she did not want to do the 30 day cancelation policy. She was informed it is a policy and we cannot waive it just because she does not like it. A few days later she did reach out to the regional manager fabricating a story about how she broke down and was crying in the studio and was treated poorly. What she failed to realize was all studios have security cameras and going back and watching the tapes this never happened.

  A few weeks later a doctors note was sent to the studio excusing member from working out that day. We informed her that was not a valid excuse and she informed us she had a disability that prevents her from working out. We were unable to accept this due to that not being what the doctors note stated. We informed her what we needed and she ignored everything we said and stated harassing staff. Staff members never asked her to disclose her disability and informed her she did not have to disclose we just need a proper doctors note. This conversation was also recorded and saved for our records. After informing her of this we never heard from her again and her membership was terminated per her signed cancelation document. 

   

  Customer response

  03/17/2022

  Please see attached screenshot for correct business. 

  Customer response

  04/06/2022

   
  Complaint: 16785832
  
  I am rejecting this response because: what does stated harassing mean? 
  
  Sincerely,
  
  *******************

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