Orangetheory Fitness — Local services in New York

Avoid coach Ileana, avoid this studio.

Why should you avoid this location, aside from that coach? Well, it is the most awkward, cramped floor layout of any of the ~dozen Orange theory locations I've been to. It's also the only studio I've seen that is missing 70 & 80 lb dumbbells.

But the bigger issue is this coach. For various reasons of my own, I need to sub out some dumbbell exercises with others. For example, when I'm in a recovery day from a push or pull barbell workout the prior day. Or for an injury. Or if I've already done a run, I appreciate the ability to do two floor blocks in a 2G with a lot of empty slots. Normally OTF coaches are pretty chill and accommodating.

This particular coach is inflexible and controlling. Just the way that you see people in the world who have power over a small domain (a classroom, a parking garage, whatever) act like mini tyrants. She called out me and one other guy for starting an exercise before she finished the demo. Fine, but when you've been there 100 classes you sometimes know the exercises.

The bigger problem was her telling me that I couldn't do alternate exercises (e.g. dumbbell rows). She cites what she's been "told" but cannot give a reference to an actual OTF corporate policy.

America is a litigious country but liability also gets thrown around as a catch all excuse for anything. I'm not aware of any legal basis to argue that the liability of an Orange theory location is higher than that of any commercial gym or hotel gym that carries weights. Rights have already been waived.

Finally, the guy at the front desk understandably wants to defend his colleague. But when I left early and asked for a refund, it is not a good customer service behavior to put on your debating hat and start trying to argue me out of feeling the way I do. (E.g. it's "entitled" to not "respect the studio" by obeying the letter of coach Mini...

I have been a OTF member for 2 months now and have visited 2 studios in 2 different states and have never been treated like this. Kendra, one of the front desk associates lacks professionalism and customer service. From the moment my coworkers and I came in we were greeted with an attitude and a negative disposition.

My coworkers signed up for the intro classes and we had planned to take the class together for a little of over a month. We showed up 4 minutes late, we were scheduled to be there by 4:45 for the intro and got there at 4:49 and the class started at 5:15. We were told we have to reschedule because she didn’t have time or the assistance to do all the task associated with the intro class. We had 25 minutes until class started and her manager as well as another coach was there and there was only one member waiting for class to start. She definitely had time. They also suggested we change it from an intro to a drop in and pay the drop in rate of $34 after already paying $20. They were okay with us attending the class they just didn’t want to have to provide the introduction.

The franchise owner of this establishment should rethink having employees such as these as their front line staff. The manager was not much help, Akeem did not provide me with his name until I asked 3 times. They also didn’t have a business card.

They had 3 potential people who wanted to sign up as a member and now are rethinking it due to their negative experience. Those 3 people were thinking of signing up near their homes because they don’t live in the area and I know that doesn’t help the franchise but it does help Orange Theory all together as well as participating in classes at Orange Theory can help change people’s lives.

I would suggest going to Brooklyn or New Jersey where they are much friendlier, the customer...

Extremely Disappointing Experience - Worst Customer Service Ever

I had the most frustrating and disrespectful experience at Orangetheory Fitness, and I would not recommend this place to anyone. The staff clearly failed to follow their own protocols, leading to a complete waste of my time and an incredibly negative customer experience.

First, I was told by the team that I needed to fill out a digital intake form before my class. However, despite the clear instruction, the form was never sent to me. I reached out multiple times—calling and emailing—only to be told I could fill it out in person. Fine. However, when I arrived, my train was slightly delayed, and I arrived one minute past the 15-minute check-in cutoff. I called ahead to let them know I would be one minute late and that the check-in process could have been expedited if they had actually sent me the form.

To make matters worse, as I stood there asking for any sort of flexibility or forgiveness to the insanely strict 15-min mark rule, the coach openly told the front desk person, “If she’s acting like that, don’t let her in.” This comment was made in front of me, in a completely unprofessional and demeaning manner. I was taken aback by how insulting and dismissive the staff was, and I can’t believe that this kind of behavior is tolerated.

This experience was a perfect storm of poor communication, lack of professionalism, and an utter disregard for customer care. I’m genuinely appalled by how I was treated and will not be returning to any Orangetheory location.

I would highly advise anyone considering joining Orangetheory to think twice. The staff clearly doesn’t follow protocol and is unprepared to handle basic...