Review Time
Orange theory scams you all the time. The heart rate monitor is not accurate and they tell you it is. When you cancel 30 days before they still charge you an extra month claiming it is how your "billing cycle" is which is complete bs. They never explain this and just keep getting away with it. They did the exact same thing to many people I see on line when I looked at reviews. Stay away!
This is a total scam operation. The policies are not properly explained when you sign up. If you have to put a freeze on your membership bc you are going to be out of town, etc, and can't use it, they CHARGE you a fee for the freeze. This is not explained when you sign up. If you want to cancel, they CHARGE YOU for an extra month even if you cancel 30 days before the next billing cycle. So that's another month that you can't use if you have a health or other issue that you can't use. They also charge you $120? for a heart rate monitor. There is no reason they couldn't use data from a fitbit or any of the other myriad trackers but they want the extra money. You don't get an unlimited number of sessions, you pay for a particular amount of sessions per month and if you can't use them (eg, illness), then you're out of luck. So I paid hundreds, and they want hundreds more, for what I will not use. Others mention the same thing below. Stay away from these ppl at all costs. It's sad that ppl who are healthy and using their memberships won't ever know all the scammy behaviors they use and what will happen if you can't use your sessions for some reason.
To be honest I wouldn't suggest OTF to anyone if money is something you like to keep track of. They don't explain policies well, they Will Not initially provide you with neither a digital or physical copy of your contract and even though you may sign a cancellation form you HAVE TO PAY 1 MORE MONTH. Why? People want money. Even if you Did Not Take a Single class they want 2 months worth of payments. Not a great facility to be at when it comes down to your finances as they will try their best to get money out of you.
Boca West- incredibly rude phone service y Erin, who claimed to be the franchise manager, and literally 12 sales calls asking if I was still interested after I said no to the first call. Treat callers better- you’ll be a happier perdon!
Bad customer service experience. They don't care. I show up at the OTF location in my hometown and let them know I was arriving 10 mins before the workout. I had issues that morning, the gas station wasn't pumping gas, and I had to park farther away because I couldn't find street parking. In the end, I get there 1 min after they begin, and the front desk lady says I have to reschedule. Mind you, this is a free trial class. I had already signed the form before getting there. Also, she tells me that my ETA was fine and they would still let me in! So, I made a long drive of 30 mins just to be told, we'll have to reschedule you??? Not fair at all. I honestly think it's because my last name is Spanish, and they don't like Spanish people!
Overall, the classes and instructors are fine if you don't have a health condition. I was diagnosed with a chronic illness, and the full program was rough on my body. After a couple of months of orange theory, my blood work showed new health concerns. As a result, my doctor started to prescribe adrenal and thyroid medicine for the first time.My doctor said no more orange theory unless you can stay at zone 2, which means only strength50 classes.(Even though the manager claims their classes fulfill this criteria, I really wonder if she understands the difference between zone2 and zone4 - which is weird since the OTF name and branding are based on orange zone - aka zone4) ).Unfortunately, there aren't enough strength50 classes - and they're usually fully booked almost a week in advance. If you miss a class, it's hard to get in another class the next day.Anyway, I don't blame OTF for my adrenal fatigue. I didn't realize how compromised my system was until I tried it. However, leaving OTF was complicated and frustrating.By the end, I was charged for 2 extra months that I didn't use. For that reason, I can only give them one star - and encourage other people with chronic health conditions to not sign up for OTF unless they understand this pitfall.If the manager would have been more accommodating, I definitely would NOT be posting a 1 star review.Side note... I'm finally off adrenal medicine. It took a year of slowing down - and weeding out all hamster wheel (treadmill and rowing) activities. If you think you might have adrenal fatigue and are a member of or considering OTF, check out reddit postings about this topic.
As a member with a two-month membership, I had no issues to report until I encountered some unpleasant situations. As customers, we members expect a positive experience from the staff at the front desk. They should be courteous and provide the best service possible. Mistakes can happen, especially when it comes to communication between staff and customers. In these situations, it's important for the staff to address the problem tactfully, without making the customer feel disrespected or losing faith in the service.When I arrived for my lesson today, I realized I had forgotten my personal watch at home, which I had purchased from the company. To my surprise, the front desk staff immediately informed me of a $10 charge to use a watch during the lesson. I found it unreasonable to be charged extra for using an essential piece of equipment required to monitor the class. TO BE ON THE ORANGE COLOR.The staff could have handled the situation with more sensitivity. They should have clearly explained the policy upfront to avoid frustrating the customer. Since the customer was unaware of the policy and had seen others use it in class without being charged, the staff should have acknowledged the potential for miscommunication and reassured the customer that they could still fully enjoy the class for that session, while gently reminding them of the rule and allow me to use the watch for the class. In the past, the customer had forgotten, and a staff member at the front desk had never mentioned the need to pay, which is why they were so surprised by what happened today. A more understanding and considerate approach would have been greatly appreciated, preventing the customer from feeling upset about losing a class they had already paid for. I was disappointed with the front desk staff member, who was clearly unpleasant, as well as the teacher. As the leader of the class, the teacher should have acknowledged me, apologized for the miscommunication, and invited me to stay and enjoy the class and give me the watch. The overall experience was unacceptable.
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