Orangetheory Fitness — Local services in Salt Lake City

I recently spent a few days researching CrossFit and other types of gyms near the downtown SLC area. Because of this research an advertisement for a "Free" month popped up on my Facebook feed. I filled out the form for my "Free" month and was contacted the next day by someone from the downtown Orangetheory location. I asked them if it was really a "Free" month and they said yes, as long as you buy a heart rate monitor. She said there was an option for around $75 and another option for around $125. I can't remember the exact numbers but I think these numbers are fairly close. I let her know that the heart rate monitor was not mentioned in the Ad and that I thought they should honor what the advertisement says. She had Angela, the studio manager, reach out to me on FB messenger. Angela said the that ad I clicked on takes me to their website where it mentions the heart rate monitor. I let Angela know that the ad is not actually set up that way. I let her know that once I filled out the form it gave me 2 options. It said I can exit the form or I can go to the website. I let her know that I exited the form because there was nothing that told me that their was a "Catch" to the free month and that I should go to the website and read up on it. If there had been any mention at all of a "catch" or "bait and switch" I definitely would have wanted to read more about that. Angela said she would have the owner reach out to me. I'm still waiting on that and will update this review once I have more info. I should also note that I kept getting these advertisements on FB so I filled out the form again on my phone and there is a part in the process that says "Show More..." I clicked on that and it said **Terms and Conditions apply. It named those terms but did not say anything about buying a heart rate monitor. It also did not say to go to the website for additional terms. It said stuff like "Offer Valid for Non-Members only." And when I did click on the website option it did not take me to the website. I'm not sure if this had something to do with my phone or a Glitch in the promotion itself. I then filled out this same promotion on a desktop computer and clicked on the "View Website" option and it did take me to the website. Once you get to the website it says free month in small font at the very top. There is a little star next to it and when you click on that you can eventually make your way to a section that talks about the heart rate monitory. Other gyms in the area are very straight forward about what they offer. They usually offer one month at a very reduces cost. The important thing is that they are very clear up front. This ad from Orangetheory is very misleading and says something about the character of...

Not a great experience at this OTF location. I'm a current Orangetheory member visiting from Connecticut, and I was in town to help move my daughter -- a medical student at the U and Division 1 athlete -- into her summer semester housing. While here, I wanted to share something I enjoy with her and thought it would be a great opportunity to introduce her to an OTF class. She has never been to OTF before, so this was supposed to be her one free class. As a note, I have never been to this particular location.

When I called to reserve the class, I specifically asked that we be placed on treadmills next to each other at the START, as I always begin my workout there and find it significantly more effective for me. I clearly communicated this request to the person I spoke with by phone. Many years of counting calories in this class (for me) have shown the best workouts start on the treadmill.

Unfortunately, when we arrived -- after getting up early and making the trip over on my day off -- we were told my daughter had instead been assigned to start on a rower. There were plenty of available treadmills, but the staff refused to accommodate the simple request to start us together. My daughter is a highly capable and athletic individual, and there was no practical reason for the refusal. As a result, we ended up leaving without taking the class. If it is their policy to start "new" people on the rowers then that should have been communicated to me when I asked us to start on the treadmills, together.

To be candid, this was a very frustrating experience--particularly because it felt so easily avoidable. The front desk staff came across as dismissive, repeatedly saying, "I'm just doing my job," instead of making any real effort to resolve the issue. A simple question from the coach to my daughter, such as "Do you know how to row?" would have clarified everything and allowed us to move on with our day.

Unfortunately, the interaction felt more like a power struggle than a customer service moment. When I asked if the studio manager was available, I was told, "She's out, I'm here today," by the front desk girl, which only added to the dismissiveness.

To make matters worse, I was charged a late cancellation fee for the class to my account--adding insult to injury. I emailed the studio manager and (no surprise) have not received a response.

What could have been a welcoming and positive first impression turned into a missed opportunity. As a result, she will not be joining, and I won't be recommending OTF to others...

Great workout. TERRIBLE front desk experience. Consistently. Pre and post-pandemic. But especially surprising now given the readily apparent loss in membership.

Seems Orangetheory’s are disorganized or disconnected enough that I have been offered free classes to “come try it out” from various studios (like this one) while a member — I have 3-4 voicemails demonstrating this. One as recent as two weeks ago.

Yet very strict on policies. At least at this studio. They had a policy that you could arrive 10 mins into class pre-pandemic. Today I was late for the first time post-pandemic where I was told I signed a contract re a 5 min policy and couldn’t legally be allowed in at 8 mins late. I’ve been at local studios where people have walked into class much later.

Orangetheory has trimmed down class offerings due to decreased membership but this studio didn’t show a lot of care today for members who are trying to make the limited offerings work. Happens to be the one who called to offer me a free trial class too.

Today I was first told “I can’t let you into class since you’ll remember in the contract you signed that there’s a policy…” Then I kept being called ma’am in a derogatory tone until I asked “please stop calling me ma’am” and was then only asked for my name when the person at the front desk wanted to describe the “situation” to their manager.

If the manager sees this, here’s my name and how I experienced this as the member/customer. Hopefully helpful for future interactions with members and hopefully how I was...