Orangetheory Fitness — Attraction in Newport Beach

I attended this gym for about a year without issues, but my experience changed due to inconsistent communication from the front desk and management. Policies seemed to shift based on mood, which was surprising given how pleasant the front desk usually was.  I was so angry, I took a few weeks to calm down before I wrote this review.  Let me explain.

I had autopay set up and didn’t monitor charges closely. After canceling a 6am class late due to a car breakdown, I noticed a $12 fee and discovered multiple late charges over time. I do have a demanding job, and sometimes wake up to different marching orders, so I do have to cancel and not get my workout in.  This is completely on me; I gyms I have attended prior accepted a much shorter cancellation window and should have thoroughly read OTF’s policy. While I accept responsibility, the cumulative fees on top of my membership made me reconsider the value, especially with higher-end gyms at similar cost, e.g., Equinox (which is also much closer.  So, I decided to cancel. When I called, I was told cancellations require a 30-day written notice in person. I figured they would want to have a conversation with you…maybe even ask why I was cancelling or persuade me to stay. Instead of going out of my way, I planned to handle it during my next visit.  The front desk person was super confused (she might have been new) and handed me a form.  The only thing I did was add a wet signature to a single page form.  Not sure why they couldn’t have just emailed me the form a few days prior, but this was “the process”, so I went with it.

A few days later, I came down with a really bad flu.  I knew it was going to be bad and wanted to freeze my membership.   Initially, the front desk said it was “policy” to come in person to pause a membership but agreed to email the form because I was sick.  This was the day they reopened with the new equipment, so the front desk said they would email the form later when it wasn’t so busy.  But they never sent it over.  So when I followed up a few days later, they “changed their mind” and insisted I come in. I was sick and frustrated, and ultimately said I’d find another gym.

It took me about 3 weeks to recover.   Since I had given them my 30-day notice, that meant I had about a week left of my membership.  I figured I would use it, because again, the economy is rough right now.  I already had to eat it on 3 weeks.  When I went to book a class through the app, I received an error there was an issue with my account.  So, I called, and the front desk confirmed they actually froze my membership for 30 days!  I was so grateful!  The front desk manually booked my class over the phone and told me to speak with the manager when I came in.

So after class, I spoke to the manager, Miranda.  She was very rude and said she could only accommodate 2 weeks AT MOST.  Couple things here – why did the front desk tell me the account was frozen?  If they didn’t want to account for a 30 day freeze, they should have never put it on hold.  At the end of our conversation, I asked her how many days I had remaining, and she said she wasn’t sure and would have to go in the office and “check her notes”.  She indicated she would call me later with the exact timeframe and unfreeze my account. But she never did!  I tried booking through the app and it was still on hold!  Again, I had one week remaining THAT I PAID FOR!!!  She was on some power trip and I apparently had to go through her to book my remaining classes! Screw you OTF!

I’m giving 2 stars because I like the OTF concept and really enjoyed Kevin’s classes—he’s a great, motivating trainer with a fun personality. But the inconsistent policies and poor communication is tacky, and unprofessional.  I will never go back.  I...

We have loved OrangeTheory in the past, and are active members at other locations. The workouts are wonderful, and this review is not for OrangeTheory in general -- but specifically for this Newport Beach location. My husband and I have been raving about OTF for months and wanted to bring our friend to experience her first class. We booked the 4:10 pm class in the morning (with intent to go dinner after, we have reservations!) and filled out all the online paperwork to go to a new location per the OTF policy.

At 3:30, the front desk called our friend to tell her she had to arrive 30 minutes ahead (calling 40 minutes before class?!) and we told her we were 30 minutes away from the studio. She repeatedly told us we had to arrive by 3:55 before the class for a "tour" of the studio for first-time clients and we told her repeatedly we would come as soon as possible, but that we were 30 minutes away!

We rushed down the freeway in the rain and arrived for our 4:10 class at 3:58 and we TURNED AWAY! We were APPALLED at her rudeness and lack of understanding for only not being a few minutes behind, and so embarrassed as members that the awful front desk was refusing to allow our friend to join our class because of an arbitrary rule about "selling the studio" to a new client! She claimed she had "paperwork" for us to fill out, but we had filled it all out online in the morning.

If OTF Newport Beach wants to attract clients, maybe try not being rude to existing members and their referrals?! We will NEVER come to this location again and now our friend is so turned off from even trying OTF at all! Such an unprofessional experience and completely opposite from our other welcoming and energetic...

This review is about their poor and inconvenient customer service and regulations of this location, otherwise the gym classes and coaches and the staff are fine. I had booked a class for this morning and I was under the impression that it was 7:30, I got there at 7:30 and I have been told that it was 7:20 and it is a common mistake. However their grace period is 5 minutes and they can not let me in, although there were several empty threadmills and I could start in any of them and it was just an honest mistake. The front was nice enough that she told me that she would not void my session. However it is not about money or session, it is about the inconveniences. I got ready and drove for 30 minutes early in the morning to have my work out. For the last year and half that I have been coming to this place, I never came, passed the grace period and it was just an honest mistake Which is common per front desk for this time slot and there were several empty spots. Honestly I did not even knew about this policy. So I will call this poor and illogical customer service and it is something to consider to refer any friends or family or even renewing my membership. I am sure there are so many other competitors with better and more respectful and caring...