ComplaintsforOrangetheory Fitness Overland Park

• Initial Complaint

  10/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was a loyal OrangeTheory member for 2.5 years, until recently. Last August, I was sold a premium membership with extra benefits for an extra $10 a month, but I was charged an additional $20 a month instead—and without any notice, the benefits disappeared in January. I emailed with no response. The studio said "It was corporate's decision." Still no clarifying communication as to why members were paying more, for less benefits. I emailed again since you can’t speak to any higher-ups—someone read my email and just ignored me and canceled my membership as I’d asked. No response. NO RESPONSE! This was their chance to make it right, say sorry, or even offer a month or two free for my troubles - any offering of a solution would be better than none. I would like a full refund of my membership that was paid over the month's that the benefits from the top tier membership weren't given which would be payments from January of this year through September, totaling $1,452.58.

  Business response

  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.

   

  Customer response

  10/21/2024

  
  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,
  
  ***** ******

*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. ↩