Orangetheory Fitness — Local services in Wellesley

Great gym (great community and the workout is solid - exactly what I needed as a busy person with only 1 hour to workout!).

BUT terrible and unethical business practices when it comes to billing/cancellation. I was a former member and due to a medical issue had to cancel my membership. I notified then within the 30 day required window, and followed the process the representative asked me to follow. Before ending the conversation with the rep, I asked the representative if I needed to do anything else and the representative said NO - you are all set. The representative also confirmed I would not be billed again.

After I canceled it, I received an inappropriate amount of messages/calls from Orangetheory asking me to NOT cancel, and instead they could make special arrangements for me due to my medical condition.

The excessive number of calls/texts truly felt like harassment and an invasion of my privacy. I did return one of the harassment calls, and reiterated to an Orangetheory representative that I stood firm on my original decision AND asked them to confirm my account was cancelled and to confirm the my account would not be billed again. The representative confirmed AGAIN that my account was cancelled and that I would not be billed again.

Fast forward a month later, I get an email saying they are going to charge me again and that I did NOT cancel my membership. They said that since I did not return the multiple harassment calls/texts, they had not cancelled my membership. The thing is I did return one of the harassment calls and reiterated that stood firm on my original decision to cancel.

Classic gym unethical business practices….blame the consumer and keep billing even after two members of the staff confirmed the account was cancelled and I would not be billed again. Reminiscent of the bankrupt Boston Sports Club’s unethical business...

Let me start by saying I am a big fan of Orange Theory. I have been frequenting various studios and this studio has failed to meet my expectations. Recently had an issue where I forgot my "indoor sneakers" before a 5am class and was told that for my safety I couldn't wear a pair of shoes that were at the bottom of the lost and found bin which I was told would be donated to goodwill the day before. I didn't realize it wasn't safe to wear shoes your size and that I might offend the person who abandoned their shoes at the gym. When I pleaded to the coach I was very rudely shot down and it was told against their studio policy. Not only did this same situation happen to me 6 months ago at a neighboring studio, but that studio offered me the solution of a spare pair of shoes that belonged to the coach. I love the workout but the strict policy and unwillingness to help a member get a workout in at 5am under less than ideal circumstances left a lot to be desired. Do not expect a high level of customer service and any flexibility at...

Worst customer service experience ever. Signed up for my first free class (coordinated with my partner who is along time member. They cancelled me literally 30 min before the class saying it was full (despite me having a confirmation email) but Emily was willing to reschedule me sometimes later this week lol. since I was already in Wellesley I went to the place and showed her the confirmed spot for the class I signed up for. I told her I specifically stayed home for this class on this pre Christmas weekend, and had my girlfriend underway to do my first class together. She told “it must have been a website glitch” lol and sent me along.

Orange therapy Wellesley, or any branch, will never see me again. Wishing them and especially Emily all the best with their future customer...