Orangetheory Fitness — Attraction in Napa

Loved the workout! No complaints!

The customer service was horrific. Power outages in Napa was communicated through their Facebook page. I showed up for 7:30 class and there was a note on the door saying closed due to the fires. I was not a “friend” of OTF on FB and did not get the message that they were closed in the first place and then re-opened. The website said they were “closed until further notice”. The next day I woke up, checked the web page, still said closed until further notice. Went back to sleep. Well, there was no way for me to have received the notice that they were actually open since I was not a FB follower/friend and that was their way to communicate that they were open again. Asked to have my class re-instated and it was not.

A few weeks later I Missed a 7:30 am class because I was in the emergency room with a 101 degree fever. Next morning was confirmed I had strep. Almost 5 days in bed. Asked to have my class re-instated and was told I needed a doctor note. I had a date/time stamped photo of me in the ER, and an email from Kaiser the next morning saying positive for strep, and a copy of the prescription, and the pill bottle. ...NOPE! We will Need a note from your doctor! It’s our policy! Really???? I was probably a little rough in my response when was I told this. I got a call back a few minutes later, and was told “my attitude was not appreciated, that she had listened to my call and that ALL calls are recorded”.

I Called this morning with a question and my first words were “is this call being recorded?”—the answer was “ALL calls are recorded”. I pointed out that is a crime in CA to record calls without permission. The Answer was “it’s our policy” ...got a call back a few minutes later and it was back-tracked that the man at front desk was “mistaken” about calls being recorded. That “sometimes” they record them, but not always. I said, well, it’s a crime if you don’t get permission and It’s a $2500 fine.

The reason I called today was because I need to cancel my account. I am Having surgery sometime in January (will know the exact dates after my appt tomorrow) I Was told I need to give a 30 day notice. My billing cycle is the 29th. So, I needed to have cancelled by November 29th to not be charged for January. So, they will be charging me $129 for 8 classes that I will not be able to use because I missed the request by 3 days. Really? Answer was “that’s our policy”...

So,...

Orangetheory has had such a huge impact on me. It has transformed my body in a way I have never seen. I am stronger and faster than I have ever been. I have met so many people through this studio. There is a huge sense of community.

I also love the coaches. I was super impressed when I was coming back from being sick and really shouldn’t have been doing a HIIT class yet. One of the coaches, Amber, knew my ability and saw me struggling. She checked in with me during class to see how I was doing. She had noticed I wasn’t in class for the last week, saw that I was much slower in that class and encouraged me to take my time getting back. It was like she was my own personal trainer and she cared about me and my health. That is what you get at this Orangetheory!

The front desk staff is also amazing. They know all the regulars by name and are friendly...

Orange Theory is new to Napa, but it's been around for a long time and has proven results. I love that I can schedule my classes to fit around my schedule. I also love that there is no wasted time you go in and class starts right away you don't have to guess what to do the coaches are highly trained and give great personal demos and instructions. They are constantly watching to make sure you are doing the exercises correctly and pushing you that little bit harder if they see your not at your peak performance. I...