Orangetheory isn't the company they used to be. When I joined OTF DTC in 2016, I found a family…read more The staff was excited, compassionate and supportive of their members. They'd write personal thank you notes, call to check on us if we missed a few weeks, gave us free tshirts for being stellar members and really made me feel welcome and appreciated.
Unfortunately, my first problems with OTF began after my store manager left. The new store manager was abusive, even calling several members to blame them for complaining about unfair treatment during marathon month. I canceled my membership and returned only after that manager had been fired.
I always loved that OTF trainers respected my disabilities. They helped modify my workouts accordingly and never pressured me to do more or go faster like I experienced at places like 24 hour fitness and Cross Fit. I felt comfortable knowing I wouldn't be harassed or ogled at the gym and that made OTF a special place.
More recently, I've had several negative experiences at different studios that have led me to believe OTF no longer has any personal interest in the health and safety of their members. For example, I always include my disability information in my profile, including to be near the weight station as I lift heavier than most, but have a hand disability that makes it difficult to carry 70lb dumbbells across the entire gym floor.
I was told, not asked, on multiple occasions that I'd been switched to a far station after I'd arrived early to secure my spot. When I challenged this, I wasn't given a reason for the change. When I brought up my disability, the decision was quickly reversed, but it became clear to me they'd moved me (despite arriving early to secure my station) for another member.
I injured myself a few months back and took time off to rest my shoulder. Shortly before doing so, I'd requested that my membership be moved from the Baker (Denver) studio, as I'd moved to south Florida after a divorce. I was informed they may not honor my $159 monthly fee, and they were right. What I find curious is that my new Florida location is clearly struggling, rarely offering 3G classes because they can't fill the room.
Shortly after, I received a newsletter advertising "lowest fees in years" for members rejoining - yet they couldn't offer a founding member a transfer at the same amount, despite having referred over 20 people to OTF throughout my membership period.
Back to the shoulder injury - unfortunately my health insurance expired (due to divorce) before I could get a diagnosis on my pain. I called to end my membership and was told I'd be charged for not one, but two months because I was canceling mere days after my monthly renewal.
When I reiterated that I couldn't work out due to a medical issue, I was told nothing could be done, unless I got a doctors note. I reiterated that my health insurance had expired. Aaron, the manager, was more concerned with getting himself in trouble for helping me than showing any compassion or concern. He gave me an email for a regional manager, Kelsey, who never responded to my email. Aaron never sent my cancellation notice, either.
OTF doesn't respect or care about its members or they would have worked with me to find a better solution instead of worrying about themselves. I've had issues before and OTF has refunded my membership dues or frozen my account - neither of these were offered despite my making it clear I wouldn't be using my membership.
OTF just wants your money, period, and is ridiculously overpriced for what you get. It used to be worth it, but considering the low class attendance and continual promotions, I'm clearly not the only one who sees OTF for their corporate greed. You're better off going anywhere else. Don't waste your money on a $200/m membership, plus $150 heart rate monitor, plus having to pay for challenges that used to be free.
