Negative Experience at Orange Theory Surprise GymAs a current member of Orange Theory, I am compelled to express my dissatisfaction with the recent experience I had at the Surprise, Arizona Gym. The owner, Ryan Burn, exhibited a profoundly unprofessional and disrespectful attitude towards a visiting guest, which is unacceptable for a manager, let alone an employee.Mr. Burn’s behavior made me feel unwelcome and dissuaded me from continuing to participate in the Orange Theory community. His actions demonstrated a lack of empathy and a disregard for customer service. When I confronted him about his inappropriate behavior towards me, a guest he had never met, he attributed it to being extremely busy on Thanksgiving. However, it is noteworthy that there were only two people at the desk at the time of the incident.Despite my attempts to offer a cordial farewell, Mr. Burn responded with an eye roll and failed to acknowledge or express any gratitude for my presence. He proceeded to greet every female member present and greeted me with a dismissive and condescending demeanor. Furthermore, I was ignored by Mr. Burn until a female member caught his attention and allowed her to bypass the line, knowing that I was standing at the desk.This experience has left me deeply disappointed and motivated me to cancel my membership as soon as I return to Colorado. In addition to these concerns, I was informed that I would be required to pay an additional $10 to borrow a heart rate monitor. Since I do not carry this device with me when traveling, the absence of a system for visiting guests appears to be a financial exploitation tactic. Consequently, I will not participate in this program.Your business name, Orange Theory, is derived from your training method in the “Orange Zone.” However, if you are unable to perceive this when you are in the class, the experience becomes meaningless. Providing exceptional customer service would be crucial in retaining existing members, as they contribute significantly to the salaries of the talented trainers.It is deeply unfortunate that a gym prioritizes financial gain over the well-being of its members, who support the trainers. Two exceptional trainers, Hales and Natalie, were instrumental in salvaging this gym. Without their expertise, it would likely face closure due to poor customer service and a manager who lacks the ability to create a welcoming atmosphere within his establishment.Orange Theory has the potential to improve and provide a better experience for its members.
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