Orangetheory Fitness

I did a free trial and really liked it. Aliya was really friendly at the desk and the trainer that did the class was fantastic.

I did the Strength 50 class with coach Alexandra. It was a fun class. Might come back and do the 8 classes. Definitely miss Willow Glen studio. It got a little bit confusing with the workout since I came back after 3 years. Do visit and try the free class at least once and then decide. Currently promotions going on for this location.

Well, the coaches, the classes and even the attitude of the front desk staff were great. Unfortunately, they made a deal with an aggressive membership trial. This was followed by denying, then accepting, then without consent using up the earlier balance single class packs, then monthly charging again after they agreed to stop the membership after the trial period. And, all these while, always assuring verbally and over text that the case is being followed up with the back office, IT department etc. Would have loved to continue the great program but found the handling of this issue, quite disingenuous.Again, the program is good, jjust need to be careful to make sure the agreed deal is properly written down and carefully reviewed before signing. Also, do keep a trail of the written and verbal communication, to the extent possible. Good luck!

Orange Theory Palo Alto is hands down my favorite studio! When you walk in it is instantly a feeling of extended family. The SAs and studio manager, Kei, make your welcome high energy and positive, to help jump start your workout. Once in the workout studio it is very clean and organized, and the coaches do an amazing job of maintaining the workouts each day for all clients. I am super grateful to have such amazing experiences every day I go to OTF and leave feeling so refreshed.

I have a very bad experience with the owner manager team today. I arrived around 4 minute late to the class. I approached the front desk the lady was on the phone. After she ended the call she informed me that I couldn't join the class because I was 5 min. late. I explained to her that when I arrived, she was still on the phone and I hadn't exceeded the 5 min mark. She said no, so I ask if I can speak to her manager to address the situation. The manager arrived and asked how they could assist me. I said the same thing I told the lady. However, the manager became very angry and insisted that I had arrived late, break their policy, and accused me of mistreating her staff. I was surprised by this accusation because I had simply asked to speak with the manager without using any offensive word. I suggest that they can review the security camera footage to verify my claims, but the owner adamantly refused. The owner stated, "I have been here five times, so I should be familiar with the policy." I responded, "Yes, I have been your gym on five times, and I haven't heard you mention that being late to class is not allowed each time." Perhaps you should prominently display a notice on the front door stating that latecomers won't be admitted. Did you ask your staff I mistreat your staff? Check your camera today and find out. If asking manager's help is mistreat your staff then you are rude to talk to your customer will I say you are harm to the customer.Feeling frustrated and disrespected, I decided to immediately cancel both my membership and my daughter's membership. The owner said I will be charge one more month membership and declared that we were no longer welcome to use their service. The owner asserted that there was no higher level of management to escalated the issue. Additionally, they refused to provide me with copies of the charge made to my credit card and the cancellation papers that I had signed. It is concerning and potentially illegal for them to charge my credit card without providing proper documentation for the transaction and cancellation process. It is like you purchase thing you don't have receipt.Yes you gain some short term financial benefit, and you lost the trust and respect from the customers. The customer come to your gym is not for fight but to their fitness goals!!!

I went to 5 Orangetheory studios and this is the one with the worst serviceI have been using orange theory for over 1 year and went to different studios. I always feel warm welcomed at other studios. Today is the first time to Palo Alto and they refused to let me in because I pass the 5 minutes start time by 1minute. They never remind the rule when I signed up their class in App. Nobody told me about this before. But they will just say it is in the lengthy agreement you signed.

I was excited to join the palo Alto office but deflated with the experience. I had signed up and got a confirmation email. They told me to come 30 min before so I did not take the 7:30 am class but elected for the 8:45 am. 😕As I was literally stepping out to go at 8:05 I received a text from stephanie telling me it was overbooked and I could only join at 10. It was bad for me as I had an early lunch scheduled but she had explained it was a problem with the app and i know things are not perfect in life, so I moved my lunch around. I also fill up and signed paperwork on line.Unfortunately in the process I did not have access to my car anymore so I texted i would only be there 15 min before. I came then, it was very busy and I met stephanie who then told me 15 min was too short so I could not attend the 10 am class.☹️I’m familiar with equipment, etc and it seemed inflexible considering what she already put me through; I understand liability and would have signed the waiver; takes one min. Two people were at the desk so they could have done it. She was not going to budge so I politely expressed disappointment and left.In brief, I’m sure they are nice but it is a big business, not personal, instructed to care more about liability than wellness and happiness of their clients. Another trainer had warned me that I had to be careful as they are not very knowledgeable about excercise, although I don’t really care since I am well experienced in training. That I could not assess.I’m a medical doctor and if I was treating my patients this way, it would be sad. I understand when my patients have special circumstances. Fear the time when doctors will work as staff at like orange theory do, although it could be coming; liabilities and paperwork become more and more important than doing the right thing.

I signed up but didn’t book a class yet. They keep calling me to book my first class during workdays even after I told them I will do it later. The staff on the call was really rude and said they would continuing calling me until I got my first class scheduled. They can’t remove me from the contact list (she said it’s not the way they worked, funny). They could put a note so the staffs later may not call if they see it, but no guarantee on that. After I said thank you, she just hanged up. REALLY RUDE to interrupt people like that during lunch breaks in a workday without showing any politeness. :(

I've been to a couple studios, and this one is by far the best. I was treated with such kindness and respect by everyone who worked at the front desk, especially Kianna. She was so helpful and understanding.All of the coaches are great, and I especially loved coach Jade. She was so fun to be around and explained what we were doing in a super understandable way.Overall, I would strongly recommend orangetheory and this studio to anyone. The community here was inviting to everyone at any skill level, age, body size, etc.

The thing I like most about OTF is the variety of workouts. Never the same routine twice, always a new challenge. Plus the coaches and staff at Palo Alto are amazing!