People reading this review, RUN! Find another brand! This has been the most exhausting and unprofessional customer experience I’ve ever had with a fitness company. Never again.Back in July 2025, I reached out to cancel my Elite membership at the Edgewater location due to financial hardship. I was told by the staff, “No problem, you won't be charged,” only to find out later that they never processed the cancellation. I was charged $198 anyway. When I followed up, Gabe admitted, word for word, “That was my fault. I messed up.” He promised to process it immediately, but he never did.I asked to be released from the contract. They agreed and admitted fault. But then they said, “We understand you're going through financial hardship. What if we froze your membership instead and processed your refund immediately?” I agreed only if the refund would actually be issued right away. They promised it would be. The refund never came.Between August 20 and October 6, I followed up seven times. Every time I was met with a new excuse. Gabe repeatedly admitted the refund had never been submitted. He said things like “I forgot” or “I messed up again.” Other times he claimed they were waiting on owner approval. A few days later, he'd change his story and admit he never submitted it. Despite all his promises and apologies, nothing ever happened.It wasn’t until I asked to escalate to the owner that Gabe finally rushed the refund through on Oct 6th. But even then, they refused to connect me with ownership. They refused to cancel my membership even though they didn't hold up their end of the bargain. They also refused to apply the refund toward the cancellation fee of $218. I told them they already had the $198, and they could apply it toward the balance so I could walk away peacefully after being TERRIBLY mishandled. I even offered to cover the remaining $20 myself. They still said no, we won't do that. I was denied when I asked to speak to the owner. I emailed the owner directly and never received a response. I reached out to corporate and have not heard back. I am now preparing to escalate through other channels.The lack of professionalism and accountability here is staggering. After reading other reviews, it’s clear this is not an isolated incident. This studio has a pattern of overcharging customers, holding on to money that doesn’t belong to them, refusing cancellations, and dragging out refund requests for months. Customers are left chasing the studio just to get basic issues resolved. That is completely unacceptable.They clearly prioritize contracts over a people. But if they had chosen to value people over money, they would have recognized this as an opportunity to preserve trust and retain a client long-term. Instead, they burned a bridge, all to cling to a two-month fee that was already covered. The funds for the cancellation were in hand, and they still refused, despite openly acknowledging their mishandling. Any brand with integrity would have recognized that it’s the small breaches, the little foxes, that spoil the vineyard. This could have been a moment to make things right. Instead, they deflected, delayed, and claimed their hands were tied. No, this wasn’t about policy. It was about greed! And now, a customer who might have returned months down the line will never trust them again.Orangetheory Edgewater — do better. And to corporate, if this is the standard being allowed under your franchise, it’s a serious stain on the brand.
Claim your business profile now and gain access to all features and respond to customer reviews.
