Orangetheory Fitness — Local services in Salt Lake City

Hear ye! Hear ye! A three part tale of how to lose loyal customers and alienate people.

Disclaimer: I love orange theory workouts and every coach I've worked with at this location and really any location. This review is no reflection of the coaches at this location, but rather the front desk staff, Orange Theory corporate, and this location's management.

Part 1: My troubles began when I transferred back to this location from the Downtown location after moving to Sugarhouse. I was told by the SLC Location that I could get the same rate for my unlimited membership that I was paying at the Downtown SLC location if I transferred to Sugarhouse. The front desk at Sugarhouse was adamant that they could not match the rate. Luckily, I'm not your typical passive-aggressive Utahn that just rolls over and accepts such nonsense. Lo and behold after 5-10 minutes of arguing with the front desk person, she suddenly and miraculously remembered that they had a membership that COULD keep my rate where it was.

Strike one: dishonesty.

Part 2: Orange Theory corporate decided unilaterally to"improve" their heart rate monitor algorithms. I had previously provided a VO2 test to correct my heart rates zones to the Downtown location because I'm an outlier, and the default zones are wildly inaccurate for me. This new change cleared out my heart rate zones with no notice and forced me back into incorrect zones. I get that the front desk of a local gym has little power to change this, but they acted extremely put out every time I brought it up. A little empathy goes a long way in customer facing work, and you are the corporation to the customer .

Strike two: lack of ownership and empathy.

Finally, I've worked out at Orange Theory's across the country as I often travel for work: NYC, DC, Boston, Kansas City, Denver, LA, San Fran, etc. I always ask for what I think is a reasonable accommodation of starting on a treadmill if one is open. Never once has someone ever argued with me about it. In fact, most orange theories outside of Utah ask where you'd like to start if stations are open. Enter Sugarhouse Orange Theory... Today was the final straw for me. The front desk person flat out lied and said a treadmill was not available after I asked multiple times. There were 4 open treadmill stations once I got into the room. She said to me verbatim after I asked one time: "I know that you like to start on a treadmill, but you're starting on a rower today" with a strange sort of power hungry glee in her eyes.

Strike three: lack of empathy and dishonesty

Three strikes, you're out. Orange theory ain't cheap. I can go to any old gym and use any open piece of equipment I want for a fraction of the cost. Do yourself a favor and pick any other location but Sugarhouse as your home gym in Utah if you're going to do orange theory. One of the worst customer experiences I've ever had. #notworthit...

I have been going to Orange Theory and have loved my time there. The coaches are amazing and workouts are very challenging. Today I unexpectedly did not have enough gas to get to class. I had to stop and fill up. This studio also does not have any parking at this time so I had to park across the street. Unfortunately, I was 9 minutes late to class. When I came in the team at the front desk denied my entry. I completely understand not allowing entry if my spot has been given to someone else. I also understand if I have never taken a class before and therefore would create an unsafe environment by joining. This class was basically half full and I have gone countless times. The workout structure rarely differs class to class. I am very disappointed that this studio does not take into account human inconveniences and pairing that with the fact that they no longer offer parking steps away (which ultimately adds extra time to the front door). Sadly, I will be joining one of the countless other gyms.

Hopefully in the future this institution will look at their members as people and not just...

Enjoyed the classes and everyone seemed really nice, but when I had to cancel my membership it all unraveled. In a world of nickel and diming for profit, I was hopeful that a community gym might be different. I was wrong. Yes, I signed the paperwork. I knew I did not retain all of the information. So I asked multiple staff members multiple times about the cancelation policy. It turns out the verbal answer did not match the actual policy. I trusted the verbal answer I was wrong. So yes, I will pay the extra money and I will admit I did not read the fine print. That is frustrating and sad but I get it. What is not OK, for me, is the lack of integrity Orange Theory demonstrated by not being willing to admit their mistake: that the verbal information offered - which benefitted them financially - was inaccurate. For me it is not about the money (something for which I am grateful) but the lack of willingness to admit that maybe, just maybe, their front line staff need additional training to ensure their verbal answers to questions actually match their...