Orangetheory Fitness

The staff are very friendly and motivating.

Worst customer service ever. I called them so many times and they never respond and I always leave a message and they never call back. I wanted to cancel my membership a few months back and they asked me to freeze it for 90 days. Thinking that they might call me back to unfreeze it but no they charged me right away from the next billing. Had to go there physically to tell them to cancel it. And then they told me that it takes 30 days to cancel it. So they will charge me one more time for the membership. So overall they suck your money and they want to rip you off as much as possible.

Wow I was seriously going to try out this Orangetheory location but no one ever picked up the phone. Set really bad precedent as to the poor quality of service I would have to deal with. I am so grateful everyone with really bad experiences has been brave and cared enough to share through reviewing this facility! I will NOT be joining: YIKES!

I was originally going to leave this review for the San Jose location that didn't provide me with accurate information, but the way the Fremont location has handled this situation is abysmal.I took the free class OT offers down in a San Jose location with a friend of mine to try it out. They laid out all the membership plans for me and gave me a paper to take home with that info. Since I was provided a free heart rate monitor during the class, I figured that I would be provided one when I eventually signed up - but the monitor was never mentioned, nor was it listed on the info paper. I decided to buy a 10-class pack for my local gym (this location), since I wouldn't be able to go often enough to justify a membership and the price was so high. When I got to my first class there, I was told I would have to rent a HR monitor for $10 - that's almost half the price of the class itself! Then they told me the other option was to buy one for $130! Only then was I informed that if I had signed up with one of the more expensive monthly memberships instead of a class pack, I would have been offered the HR monitor at half price. I asked if they could still offer me that promotion, since I had never received any of this information from anyone. They told me they would ask and make a note for the manager to follow up with me. This was 3 days after I purchased my class pack.I waited two full weeks and never heard from anyone. I wanted to take another class, so I finally called to follow up. They told me they definitely could not offer me the promotion since it was only available for the higher tier memberships. Since I can't afford those and I didn't have the money to spend on the monitor after dropping so much for the class pack, I asked if I could please get a refund instead. They refused on the basis that it was more than 5 days after I had purchased the pack - after I waited two weeks to hear from them! The person I spoke to on the phone made a lot of snide comments about how I didn't read the agreement when I signed up online to know about the 5-day window (which wouldn't have mattered if they had gotten back to me right away), how I would have known about the promotions if I had taken my free class with them and not bought my package online (shouldn't the company be advertising that everywhere, including online?), and how I could still work out without a monitor (why would I pay so much for your gym when I could do that literally anywhere else then?). I'm now waiting to hear if they'll agree to comp the HR monitor for the remaining classes in my package, but I absolutely will not be purchasing any more classes or a membership here. Everything about this just feels like an insane money grab - at every decision point they could have turned me into a loyal customer instead of trying to make me feel stupid and like this was somehow my fault. Very poor customer service.

Good

Very rude staff. Delayed by a minute during to traffic light and they would not let one on for the class they paid for. Seriously? If the customer wants to use 50 of the 60 minutes paid for, that should not be a problem.Would look for someplace better.