Orangetheory Fitness — Attraction in San Diego

One of the worst customer service you can ever receive!!!!!! I had an issues with my heart rate monitor and have notify the staff and the manager, Kelly Caldwell, that I was having issues and it was NOT WORKING. Kelly said she'll try to troubleshoot it and would call me within 4 days. 4 days have past and no calls or email about the update on my heart rate monitor. I come in and no one has worked on it, the front desk girl had no clue and did not see any written logs on my profile. So i came back two days later for my work out, and spoke to Kelly myself, about my heart rate monitor not being tested. She said it was partially tested and that the girl didn't fully read the log. I asked her why there wasn't any email or phone call regarding the update of my heart rate monitor, she acknowledged that she didn't call me back and said she will definitely call me TOMORROW. Tomorrow comes and NOTHING, no calls, no email. My time as a customer is not valued and the customer concerns are NOT a priority here. My business is going elsewhere, nothing will keep my business like poor customer service! As a studio manager understanding the principle of great customer service and how to maintain and gain new business is key , on top of that ,knowing how to deal with issues appropriately is crucial for a business to strive. But there's no genuine care for the customer nor the business.You are not their priority! I came in to cancel my membership and there was no apology or acknowledgement regarding the entire situation. It just amazes me that she thinks its okay to run the studio in this way, its doing nothing but losing the business money. People behind the desk are on their phones, talking, sitting, doesn't seem like they can help you and the only person who can help is kelly, which comes in and out and it's basically on her time if you need any issue to be dealt with. Read the contract before you sign up for any membership. They make you jump through hoops if you want to cancel your membership, has to be done in person at your home studio with the EXACT cancellation paper. Workouts are great but customer service is nasty! Take your business...

I am deeeeeeply saddened to have to quit this gym. The trainers are fantastic, the front desk staff are amazing, the workouts are perfect, scheduling couldn't get any better for me and my over booked calendar, so I imagine it would work for just about anyone. As far as the workouts go? They are great too! I joined because I knew I would need an outlet for the anticipated year I was embarking on... dying parents, huge life changes in my own personal family, physical limitations that change daily/weekly, job stress, and zero down time for self care. I didn't think that this would work out for me. I doubted I would be able to squeeze it in with all my obligations as a single parent and all the other big things going on in my life. I was so depressed in general that I didn't think I'd be able to make this a priority... But I did... and it worked. I was able to commit to going 4-6 times a week and didn't have to skip a workout on any of the frequent trips to see my parents - BECAUSE THERE WAS A GYM THERE TOO!!! This place saved me this year. Thank you for providing a place where I could go and turn off my brain for an hour and do something good for myself. I am 100000% committed to starting back after I'm done paying for pre-school in a few years. This is a wonderful community and I look forward to being part of it again. For an extremely introverted person, I was surprised at how much i enjoyed such large classes, dynamic coaches and the entire atmosphere of music, orange lighting, etc. Thank you all for basically saving me this year. It has been a VERY dark year but I at least had this to look forward to each week. Tee and Nicole are amazing coaches. Truly inspiring and great in class with help. I've really enjoyed all the coaches but those are the two that I would see the most of the time because of my schedule. THIS...

Good afternoon. I had a 5:20pm class scheduled for today (Oct 20th) in Orange Theory Point Loma (zip code 92110). This is my first class / free trial class. I arrived on time - class did not begin yet. I signed the required paperwork in advance online at my home (the day prior). I was told that I needed to arrive 30 minutes prior to class starting so that everything could be explained to me. I let the staff know that I am a member of Barry’s bootcamp, have taken many bootcamp classes such NXPT Fitness, Versatile Fitness, kickboxing, barre class, spin class. I attend Barry’s Bootcamp almost every day and I am very familiar and comfortable with weights, treadmill and the row machine. I am fit with zero injuries. I am very familiar with a gym and bootcamps. They let me know that I cannot attend class unless I show up 30 minutes early and they explain everything to me. Then the woman proceeded to explain to me that I would do the row machine, treadmill and weights and that there was low, medium to difficultly exertion levels. Then she re-scheduled me for a different day. She basically explained things to me that I learned in middle school PE class. I do not have any intellectual disabilities and understand what a treadmill, row machine and weights look like. I found it very incompetent and pointless that I was not allowed to attend the class because they had to explain to me …basically nothing ….that I would be rowing, running and lifting weights and that I could exert myself at different levels. I have attended numerous gym’s and fitness classes and I have never not been allowed to participate because I arrived on time rather than 30 minutes early. Then I was not given any important information by the person that said she had to explain things to me. Very weird situation. Highly strange and just not competent,...