What our clients/members think of us!
The following comments were submitted by our customers when asked to provide feedback on our service. In the interest of transparency, we present these comments as provided except that personally identifiable information has been hidden unless the reviewer has requested their full name be included with the review. No unfavorable comments have been removed.
You have continued to charge my account long after I did a docusign to close it. Not only that you billed me higher than the rate I was at?
Worst trial ever
Coaches, program, class variety
I am very disappointed after years of being a loyal member of the studio. I recently returned postpartum to restart my membership, and on my first day back, I was denied entry for being 30 seconds past the 5-minute grace period. I had arranged childcare, driven 20 minutes to the studio, and even notified the staff I would be arriving at the 5-minute mark, only to be turned away when I rushed into the lobby.
It felt incredibly discouraging, as if there was no flexibility, understanding, or loyalty extended to a returning member. This lack of support and compassion is especially disheartening in what is supposed to be a community-focused environment.
Unfortunately, I have decided to cancel my membership and will be escalating this issue further.
No se respetaron las promociones ofertadas por el equipo de ventas.
Balanced, can go as hard or gentle
As you want. Supportive coaches and just a good time.
Great OT coaching team! So friendly, fun, and knowledgeable. Lots of variety in the workouts and always good!
Great experience and great trainers. The timing is really hard to keep up for working people.
I love otf Oakleaf however the new coach T class can be a bit dull and the music can be a little downbeat to get you in the mood of a good workout but other than that I love it !
Everything! 🧡 It’s fun & the best 60 min full body workout!
Coaches are great. They are smart and they really care. Thanks!
PS you should expand into the karate studio :-)
Customer service is terrible! Told one thing from one SA then something else by another. Manager never seems to be in-center when I call.
This place used to be very organized and customer focused. Not sure what has happened in recent.
Extremely disappointing. Convinced my friends to pay the $35 for a class and they were not provided with any guidance. They did not receive a heart rate monitor until 25 minutes into the class, also unclear on what it showed or its purpose. It was frustrating that I asked my friends to come and pay for the class because I love Orangetheory.
Unfortunately there has been a huge issue with promised promotional rates which have not been properly resolved in close to 6 weeks now. I flagged the issue, along with other member’s experiencing same rate issues, and was told it was being fixed. A month later I am charged the wrong rate again. When trying to get updates, no one replies to emails or voicemails so instead I have to continuously call to get a live person. When I do speak with a live person, rather than resolve the issue I am told I can just cancel my membership?! Why encourage members to take advantage of promotions if you cannot fulfill them or make mistakes right in a timely manner? There is never an issue being charged a late fee, yet getting a refund for two wrong billed monthly rates cannot be fixed quickly? Avoiding your members to give updates is also extremely unprofessional. The only reason this score isn’t lower is because the of the actual class instructors. Frankly they are the only reason I am sticking around right now. Extremely disappointed.
I wanted to bring to your attention some concerns regarding the cleanliness of the gym. I’ve noticed that certain areas, could benefit from more regular cleaning.
Maintaining a clean environment is important for all members, and I believe addressing this could enhance the overall experience. Thank you for considering this feedback, and I appreciate your efforts in keeping the gym a great place to work out.
Great coaches and atmosphere. I love this place.
Honestly I’ve been enjoying going to Orangetheory since Apr 2022. I tell everyone I know that I go to Orangetheory and how good the experience was until recently my schedule drastically changed and I tried my very best to make it to a closet time slot that is available. I was late for 5 min turning 6 min while the parking spot was not easy to find. Then I was late again today while there was a ton of traffic going on since it’s a long weekend Friday afternoon driving back from work.
I would be more than willing to show up on time as I understand the importance of it. I was not planning on quit going to Orangetheory and still trying to make it happen even though my schedule already not allowing me to.
I was 100% on the same page with the on time policy since it’s a group class setting and late comers could break the rhythm of the class. I was told due to safety reasons I can't get in. I wonder what harm or concern would I cause for joining the class late. There were times when I was on time for class and I was on the rower close to the door seeing people joining the class after being late for more than 10 minutes. What if I checked in on time and went to the bathroom and joined the class 10 min later? What’s the difference here?
Now I question if it really makes sense for your staff to strictly follow the rules for special circumstances when people clearly trying hard to make it on time. I’m not saying everyone should just quit following rules and do whatever they want. But is there any alternative when things happen unexpectedly.
After all I’m just a potential loyal customer and volunteering brand ambassador, I don’t want to be treated like I’m late for a business meeting, a job interview while strict rules are strongly applied.
I already canceled my membership for this very reason and it has to be turned off after a month. This is another strange rule here. Why am I not allowed to cancel my membership when I wanted. How am I hurting your policy when my schedule is clearly not working for me to keep coming?
Because they are very friendly and always smiling 😊😁
Variety in workouts across sessions. Ability to start at different stations each time.
I love the workouts and coaches. I do think it feels weird that no awards/swag happen until 500 classes. It feels like they would be appropriate to start sooner, especially when other studios start them earlier ( a friend got swag for her 300 but I was disappointed to learn I would have to do 200 more in order to get a shirt).
After I signed documents to cancel my membership due to financial hardship, the Murphy location continued to deduct fees for 3 months even after I pointed it out to them. I will be putting this experience on google reviews as this company likes to scam their customers. You can set this right by giving me a refund.
I love the workouts and love the members! Recently our studio coaches seem very checked out. They don’t check form on the weight floor and some don’t demo out exercises. The coaches rush to the stretch block even though over half the class is still wiping down their equipment or cleaning their station. By the time we’re ready to stretch the coach is half way through the block. The coaches will also start to clean in the middle of a workout - which means they aren’t coaching, they aren’t correcting form, they aren’t providing heavier weights, they are cleaning equipment. For example, there was 10 people on the treads and 8 on the floor. When the 10 people were off the treads they started to clean the treads while people were next to them. I appreciate them keeping the studio clean, but can’t that happen after class? Lastly, the push 30 challenge was something I was really looking forward to! I heard and saw other studios promoting this challenge. Our studio barely mentioned it. People didn’t know it started and didn’t know it ended. They were not checking in with members or reminding people to stay on top of their goals Again, I truly love orange theory but the cedar falls location has gotten a bit underwhelming.
Great all around workout surrounded by great people.
The workout is always changing to target different muscle groups. The classes are fun, well run, and enjoyable.
I hate working out and this works for me. Motivating.
More 3 G classes
Keeping classes 3G if it shows on the schedule no matter the attendance
No equipment being held hostage by cell phone junkies.
Kept clean.
Great trainers with work outs which yield results.
Fantastic people to work out with.
Discipline et variété du programme
The facility/equipment are top notch, for sure. But it’s the fantastic staff and the terrific other members that really make the OTF experience so great!!
I have been trying to cancel my membership I have called twice and they stated I need to fill out a form. Please cancel my membership and confirmed it’s canceled please.
Name removed