Orangetheory Fitness — Local services in East Rutherford

Coaches are friendly and great but now that I’ve relocated and don’t have an OTF nearby, they are giving me a hard time canceling my membership. The last week of April of this year, I have put my account on freeze for 3 months because I didn’t want to lose my membership. The reason being is that I have relocated my job that did not have OTF nearby. On July, I tried to cancel my membership and I have spoken to several members because they kept saying that they will send me an email to sign for cancellation. NO ONE has ever sent me an email. I called SIX times. When I finally went back to NJ, August 13, I stopped by the studio. I spoke with an older gentleman at the front desk. He clarified to me that I have to be in studio and sign a paper. Again, I’m frustrated and upset that it wasn’t very clear to me. Before I left the studio, I SIGNED the cancellation form. He informed me that I would get a confirmation email and I would NOT be billed for the next one which is September. I called the studio a few weeks ago before my September billing date to make sure I do not get one. I was told that it was all confirm that I would NOT get a bill even though I NEVER got a confirmation email. I was able to speak to a front desk member Sunday 9/22, she said that she cannot see the cancellation paperwork and that my account is not flagged for any cancellation. This is UNACCEPTABLE. I have been wanting to cancel my account since July. If only I had known that this would be such a problem, I would not have then put my account on hold for three months. I am normally understanding but I have been patient for two months already. If OTF is something you don’t think you can commit to, I wouldn’t give my money to them and keep billing me.

Update: with regards to the respond from OTF— You continue to strive? I’ve heard that from previous reviews who’s also struggled to cancel their account. You want me to send an email regarding this information? It shows how you really care about your customers the fact that I’ve already done that a month ago. You’ve only issued me that money back a week ago and it’s also because I’ve made a dispute case with my credit card a month ago. This is your problem. You give me contact information and no one responds. Now that I am DONE with you and your organization, I have no desire to help you improve. Instead, I will happily turn people away from your company and continue sharing my overwhelmingly negative experiences with your management to my friends, family, coworkers, and anyone who ever mentions you. Yes everyone loves OTF and the coaches but once they want to cancel and leave, you also leave them hanging and take our money. I’ve gone back to other comments here and it isn’t only me who’s...

Hi - disappointed. Coaches are really great, workout is great too (that’s why I have been a regular member this year). OTF doesn’t know have to take care of their loyal customers unfortunately, even though the product is great!!!

I’m disappointed by their customer service and the people at front desk. They are rude and not helpful. If they can’t help, I don’t know why they are sitting there as all can be done on the app. I had an emergency at home, I couldn’t attend a class. I called and asked them can they waive off the fine they charge if I don’t attend. The guy at desk (Charlie), was extremely rude. Even before listening to me or asking my name, he just refused to help. And keep saying ‘gosh, this lady this lady!’ … then a lady took the phone, I asked her to just cancel my membership as you don’t know how to treat your regular and loyal customers. She asked me my name and said you are our elite member etc. That guy never asked my name, checked my membership, my elite status , how many times before I made just request. Even financial banks waive of late payment fees for their loyal customers few times in a year- that’s treating your loyal customer well. Also, I have been denied enter to the class few times just because in was 10sec late than their cut off and charged me fine of missed class (mind you coaches are fine to take in few mins late). People drive miles and arrange help for kids so they come and do workout and you deny entry if someone is 10 sec late!!!???? And charge fine on top of that!!!!??? I never said anything when they did so, thinking that’s their rule (evenif I requested to let me go in as I have driven 5 miles to come here and got denied). I couldn’t attend classes in month of Sep due to work travel. I asked them, I attend only 2 classes in Sep , is there anything you can do - like give me few extra classes in Oct. They said on face, no we can’t (again without checking membership). The organization who knows customer service would have said “let me see if we can do anything for you”.. may be offer atleast a single class extra if not more, to make customer feel being heard and keep happy!

I want to speak to the head of OTF East Rutherford as they told me the new manager is very strict and don’t offer / entertain such requests...

Attended classes over 252 since the opening of this studio. Worked through all the new studio kinks, classes being unavailable due to limited times, app glitches, new coaches (misaligned playlists with the workouts), blah non-enthusiastic coaches that were let go and the emerging coaches who were great. I'm cancelling my membership due to the their $12 automatic fee that's charged and is not refunded. I attend 5am classes religiously and things can happen where a class is missed, that's understood. An error with the unlimited package is, you can join multiple classes in a day (even back-to-back, which is insane) when classes are full. If you come off a waiting list for the time you wanted, let's say a 5am class, but also enrolled in the 6:15am class as a back-up, when you remove out of the 6:15am class before 8 hours, you are automatically charges $12. If you accidently enroll in a class at the wrong time, for me was 10:30am and realized I made a mistake, you're charges $12. The result when you call to remove the charge, the front desk makes you speak to a manager (not available until sometime in the evening) who then tells you, you can get a pre-paid late charge (LC). I just wanted my money back. So this studio, who I supported from day 1 will enforce the $12 charge that are not disputable due to the membership agreement you sign as was mentioned to me. Also when you cancel, you have to pay another month before you can leave and nobody calls you to understand why an active member is cancelling, just an informal corporate generated survey with no response. This studio is going to lose my annual business of nearly $2k over $12. The local gyms with pools are a 1/3 the price and you can go whenever you please, it's an unfortunate ending to what I thought would be a long-term commitment on my fitness journey as a...