Orangetheory Fitness — Attraction in New York

Unfortunately it has come to this and I really dislike giving reviews of any kind but bad ones even more. If only there was a zero star rating. I inquired about OrangeFitTheory online and then received a call from them. They led me through a whole phone presentation that I wasn’t immediately sold on. They called me back a few days later and made much the same offer but with a couple extras, I was offered a free week trial before the Howard Beach location opened and a locked in rate. I was asked for my card information to have on file to lock in that special rate. I was told on more than one occasion that the card would not be charged until I was offered my free week and the Howard Beach location opened. This was back in October. I called several times because I didn’t hear back from them after I gave them my card information. Each time I was told the location still wasn’t open. I got tired of calling, I have a very busy schedule, so I asked them to please call me and keep me informed. I never heard back from them and honestly I was turned off by it and forgot about them. Fast forward to December and I’m reviewing my finances and I see charges from OrangeFitTheory. Charges that started in November. I called them but was told the manager was on vacation and worked get back to me. I told them I don’t know who you need to contact but I want a full refund and terminate the membership, your commitment to me was not honored. I waited 2 weeks for a call. Nothing. I called back: manager not in. Can we take your name and number and have them call you back? Yes please this is very important. Another week or two passed nothing. Frustrated I call again. I explained that this was the second time I’m calling about the same issue and they said they were sorry that a manager would call me back. A week passed and nothing. I called back and the person on the line said: the manager is not in can I help you? I explained my issue and was told my account was credited. I said excuse me? It was not and she said it was I see a credit for the January charge. I was incredulous. You charged me again in January? After I called to cancel and asked that my charges be refunded because the contract you made with me was not honored? She said she didn’t know anything about that, she apologized and promised to have a manager call me back. That was a few weeks ago. Still nothing. I’m blown away at the level of unprofessional conduct by the management team at this new location. I’m going to report them to consumer affairs and the BBB bureau next and make sure I share this review on all my social platforms because this is ridiculous. I’ve been beyond patient. If only there was a zero...

Been to a few classes now, first class on 2/22 was great. Instructor Alex made sure everyone had good form. Attention and customer service was excellent. Second class was unorganized, third class I decided to bring a friend along. I had to take an unexpected call from my doctor prior to class. Because of this we walked in at 8:15. (Camera footage will prove this) Class started at 8:30. Vanessa who claimed to be the manager immediately refused to give us the time of day. Rather than pulling us aside to discuss, she made a scene at the front desk. For a newer studio, I would expect some accommodation and much better customer service. I asked to reschedule my class since my friend and I drove together. Clearly they wanted to keep the money for the class, she refused. We both left. It’s upsetting because I actually liked the class. I have family that has worked for Orange theory in the past and they confirmed this was not acceptable behavior. They are independently franchised so it’s not like corporate office is overlooking their actions. Guess they can do whatever they want. Would probably only return if I don’t have to work with...

OTF Howard Beach is a great place to work out, and the credit goes entirely to the incredible staff. From the owner to the front desk team—and especially the trainers—everyone is welcoming, professional, and supportive. It's the kind of place where you can focus completely on your workout without feeling self-conscious. The atmosphere is positive, motivating, and judgment-free. I also really enjoy the “question of the day”—it’s a fun way to interact with the staff and connect with...