Orangetheory Fitness

I had a good first month experience but when it came time to renew I wasn’t aware of the automatic renew. I was called because my credit card had expired and all they cared about was taking my money. I explained that I was out of town for my grandmother’s funeral and would be moving the following week and wouldn’t make it back into the gym for another 2 weeks. No sympathy at all - all they cared about was me giving them my updated credit card info. I asked many questions because I was unaware of the automatic renewal and asked if I could freeze my membership until I could actively partake in classes again. No nothing. She continued to ask for my credit card details and I said that I would give it to her when I’m ready. In an extremely unprofessional manner, she hung up on me. This bothers me so much that I do not want to return to that location ever - even if it involves signing my termination paperwork.

My 30 day back guarantee was not honored by Taylor Hockley. This studio has very little integrity or idea of good customer service. They would rather make some money than do right by their customers. And I know this didn’t just happen to me because they had an immediate response of “just because we verbally tell you something doesn’t mean it’s legally binding”. This was he first thing said to me when I tried to get my 30 day gaurentee! By a new worker! Guess it’s part of the onboarding. They got me.My HR monitor didn’t work for me and I was not enjoying my membership for various reasons. I decide to do the 30 day back guarantee since I’m stuck with this $100 HR monitor that can only be used at Orange Theory.I end up losing $259 on ONE month of Orange theory because I was not given a tiny slip of paper that you have to sign to get this gaurentee. They claim they found my clipboard from a month ago and found it unsigned on my board with all my other paperwork? Is there some hidden hallway with every clipboard ever given out, neatly put away? So strange.I was verbally told that this gaurentee was included in my premier membership. No paperwork was given to me on the gaurentee. The person who signed me up seemed like she had a ton of integrity and she really sold me on it. I didn’t think I would need to use the guarantee anyway and it was certainly not my plan since I loved the classes.The trouble started on my second ever class when my heart rate monitor (Flex) wasn’t working for me so I called and spoke with Taylor Hockley about switching to a different one and she told me it was non-refundable. I thought this was strange since I used a loaner one on my first class and it worked fine. I waned the chest strap instead. Why was I stuck with a broken piece of tech? I go in person and Taylor and Ansley tell me I can get a doctors note to change my RHR in the system to get a more accurate reading. I do so two weeks later and the desk worker Monique tells me that that is impossible as the formula only goes on weight age and gender? Waste of doctors visit and I was not enjoying the classes. The entire point to me was seeing the points I was getting to keep me motivated. I would be sprinting and be stuck in the green or blue so I knew something was wrong with my HR. They should adjust their hr stats based on each unique person.Then I go to try and cancel for a month (I was within my first 30 days) or downgrade my membership since I was going on vacation and wouldn’t use it for a week. I find out that though they call it a month by month membership, you need to cancel 30 days in advance of the billing period (though the contract reads within 30 days) and then you’re charged for an additional month.You also need 30 days to downgrade your membership.So if you want any changes to your membership, you need to know two months in advance! That’s even worse than a regular gym that only requires it to be before the end of the billing period.I go in to meet Taylor to talk and ask for a clipboard before she arrives and are given yet another one without the slip! Idk where they hide these slips but definitely be aware of this.

Worst location I’ve ever been to. Equipment is always broken, the manager has an attitude, the coaches are mediocre, they turn every filled class into a 3G, I could go on. I love my home otf in Brea, CA, but after a year and a half at this Emory location I’ve canceled my membership.

I was visiting from out of town. The manager and coach were very kind and patient with each client. Great OTF!

Friendly,supportive,professional & knowledgeable staff & coaches!Most time-efficient workout-ever!

Love the coaches love the range of workouts love the lil cleaning wipes love it all 11/10 would recommend to a friend

It's pricy but worth it for me. The schedule is good and the equipment is always in good shape

I procrastinated for 5 months, but when I finally went in to ask about the location and the class, I couldn’t have been happier. Everyone was incredibly helpful without being pushy. You could tell that the ladies working there really enjoy what hey donand each other. I have taken four classes and I am completely hooked.When I was having questions about the OTFBeat app, they walked me through it completely and made sure I knew all the tricks and information on how to best use it. Again, awesome customer service!

The manager was extremely non-apologetic and inflexible about their cancellation policy, despite the fact that I just sustained an injury in my foot which prevents me from using treadmills. I was informed that I can now use a bike, but I don't like stationary bikes and it seems ridiculous that they can't make an exception. Additionally, since I contacted them two days past the date I signed up, she is now going to continue to bill me for the next two months. Completely ridiculous, would never recommend this place.

Nice studio. Staff was very friendly. I am a member in Birmingham and travel a good bit. This was one of my favorite locations to visit. Easy parking. Great instructions on the workout and enthusiastic coaches!