Orangetheory Fitness — Local services in Winter Park

Let's discuss POOR Communication, POOR Customer Service and How to LOSE A PAYING CUSTOMER, I arrived at the location at 510am for the 515am Class, I signed up on Friday for the Free Class, the Rep told me that I should arrive by 510am since I had already done the paperwork with him, so I did. I got there and the Rep (Female-Blonde) told me that I couldn't do the class because I wasn't there at 5am, I explained to her that the Rep on Friday told me that I should be there at 510am since I had the paperwork done, she said well No, the trainer has to go through the machines with you (there were like 10 people there for the class and about 4 people behind the desk just standing there, so in my mind why couldn't someone show me the machines while the class start or am I being turned away for some other REASON--I could assume alot of things like, I was the only Black Female in the room or you all just didn't want New Paying Customers) I looked back at my confirmation email and it states you Can be turned away not you WILL, which I understand that too but when your Reps are giving the wrong message and when your Reps are not trying to make the situation better I think that is POOR Customer Service and Poor Communication. This situation could have gone a Million Different ways to KEEP A PAYING CUSTOMER, for example, 1 of the 4 people just standing behind the desk could have said I will show the machines and you can catch up in the class or I can work 1 on 1 with you, THAT IS CALLED GOING ABOVE AND BEYOND THE CALL OF DUTY, Business Owner, when things like this happen its sets a BAD Impression on the Potential Customer. When you read this (Business Owner, Management TEAM) don't hide behind, Well she didn't come on time---Due to your Rep giving the wrong information, or Well the email said....., take this chance to fix the issue of Poor Communication, and Poor Customer Service because all you have is your companies Reputation and a Customers First Impression means ALOT..... And Always consider the Customer, for me to get up at 445am to make it there says I want to workout and to be turned down, was a let down. So Needless to say I traveled to another location near the Altamonte Mall (Studio 0167), the young lady greeted me with open arms and EXPLAINED the process and Guess What I signed up and will be attending TOMORROW MORNING.

I wish I had of read some of the reviews for the 115 Orlando Ave, Winter Park, FL 32789 location before visiting there on this morning, Check your First Impression, what the Rep sold me on Friday was not the reception I received on Monday Morning, who wants to start their morning off like...

Shout out to the first place that’s ever made me excited to workout! From Day 1 when I walked in and signed up for a membership, I felt welcome. The front desk staff were Khalil and Lindsay that day. They were so incredibly sweet and very informative. Khalil answered all my questions and was very honest regarding the different packages they offer. He didn’t push me to get the most expensive right off, he asked about my past workout efforts/frequency then recommended a package that fit my current lifestyle. Few days later I took my first class (yep, didn’t do a trial class) with Coach Jen and WOW talk about a workout! I had previously attended a crossfit-esque gym prior which I’ll admit I was thrown off by how coaches leaned towards attending to the more “athletic” attendees but here? Never have I felt more capable. They work with all fitness levels and keep a close eye to make sure you have the safest most effective workout. Think about the least athletic person you know, double that and you have me. All of the coaches are amazing. At first I stuck with Jen Dan and Adrian due to my attachment issues (lol). But I’ve ventured out and have now become obsessed with all of them. I’ve gotten to the point where it almost doesn’t matter whom the coach is, I’m willing to be there. I’m very big on community and a sense of belonging. Although I may not know the names of my fellow OTF-ers, I’m good with faces. Everyone is always so polite and as we mutually suffer— you’ll hear “come on girl, you got this” or my favorite “girl your last push was higher than that” and I LOVE THE ENCOURAGEMENT. This place is very personal. I love everything about it (except the rower, that can GO). I’m glad I chose OTF but I’m even happier I chose OTF Winter Park to...

I have been coming to this location since 2021. I have generally liked the coaches and classes. However, recently the management here thought it was appropriate to do a detectives and criminal theme for transformation challenge. In years past, the themes have been marvel, squid games, power rangers, teenage mutant ninja turtles to establish the teams. This theme detective vs criminals is incredible offensive. There is no such thing as a "criminal." The term is derogatory. People sometimes commit crimes or make mistakes and it's not who they are. I have expressed how tone deaf this theme with the studio and they continued on with it anyway. The majority of the members are white and live in winter park. On top of all of it, the only black coach was on the "criminal" team. They must think this is cute or funny. It's not. Especially not in this political climate. Orangetheory needs to do better. This is tone deaf, gross, and Elitist. I have been protesting coming to this location throughout transformation challenge because of this disgusting theme. Do better. This theme is...