Orangetheory Fitness — Local services in Tucson

Warning: Deceptive Practices at Orange Theory on Grant

I’m sharing my experience to warn others about the shady practices at the Orange Theory location on Grant. On December 29, 2024, I signed up for a free trial class scheduled for the next day, December 30, with hopes of starting a new fitness routine for the new year. After registering, I was prompted to enter my billing information, which seemed reasonable at the time as there was no mention of any penalties for not signing up after the free trial.

However, the day of my scheduled class, I began reading the Google reviews about this location, several negative reviews stood out — mentioning poor management, unauthorized charges after cancellations, and unresponsiveness to complaints — based on the reviews, I decided to skip the class and not attend. I thought my decision would be respected.

Since then, I’ve received relentless phone calls and voicemails almost daily, asking me to reschedule. I didn’t respond, assuming they would understand I was no longer interested.

To my surprise, today I found a charge of $12.31 from this location on my bank statement. This charge makes no sense, as the class was advertised as free, and there were no disclaimers about cancellation fees or charges for missed free trial classes, and I have never even stepped foot in the building! Despite the numerous messages left for me, none of them mentioned any charges for missing the class.

This feels like a scam — deceptive and unjustified. I have already filed a complaint with the BBB, and it’s worth noting that Orange Theory on Grant currently has an F rating with the BBB. This location is giving a bad reputation to the entire Orange Theory brand.

I’m requesting a full refund of the $12.31 charge and the immediate removal of my billing information from their system. I also expect a clear explanation for this charge, as there were no disclosures about fees tied to the free trial class.

I hope that by sharing this review, I can help others avoid dealing with this business and...

Just as many others have said about this location, this location will steal your money and then it will be nearly impossible to get a hold of anyone helpful. It is now 3 months after cancelling that this location has continued to charge me even after filling out 2 cancellation forms in person, multiple phone calls, and an online inquiry. With both in person visits and phone calls, I am told they will call me back in 10 minutes or they will call me back the next day to discuss my refund, but I am met with radio silence. I have nothing against the classes itself, but trying to cancel a membership here is a nightmare. It is clear that this location is very poorly run as there is at least 10 other reviews by people that express this same exact issue or other shady practices. If at all possible, I would avoid this location all together as it seems the other locations do not have this issue. At this point, all I want is this location to stop falsely charging me after I cancelled months ago.

Update: I emailed twice to the email that was provided to me in this review reply. Again, no one contacted me. Nothing was...

Be cautious of your credit card on file with Orange Theory as they will make cancellation difficult and owed refunds nearly impossible.

My wife was being charged her monthly twice on her card for 3-4 months before she noticed the error, and it took corporate 5 months to figure out how to reverse the charges.

I provided a medical letter for a hip injury that required a hip replacement to cancel and but despite this they 'froze' my membership instead, which unfroze 2 months later and they charged me for 5 months while I was on known medical leave after that.

Instead of an easy refund in this situation, they kept trying to bump me up to corporate who would simply not respond to my emails or talk to me directly. They have yet to refund the funds a year later despite it being a ADA violation. Unfortunately, they are are corporate run company who is focused on collecting dollars as their top priority and taking shortcut (ethical or not) to keep those dollars.

They have certainly lost me as a customer and a fan as a result what I believe to be unethical...