I was cancelled without warning, notice or cause, with zero explanation, on September 10th. I've…read moreemailed the owners, managers, and co-CEO's of Orangetheory - with zero response. I messaged OTF via Instagram, got a call back, and was told that my studio would reach out to me in 3-5 business days. It's now been 10 business days, and NOT A WORD. Below is the email I sent to David Long, the co-CEO (and copied owners and managers too). I've been denied a copy of my contract (as have other members). Also see other negative reviews specifically mentioning the manager.
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I've been a fanatical member of OTF since December 2022. I've participated in every challenge, bought every piece of merch, and even won the Transformation Challenge at my studio in 2023. I share it on my social media, go to studios wherever I travel, and in general evangelize the program whenever I can. I've had amazing results and it shows.
After a few years of begging, my husband joined. He attended for a month and needed to cancel. He signed a cancel form on 9/1 at the studio ( I was there) without issue. The next day, the SA Sydney called and was nasty, telling Mike that he had to pay regardless and would not be able to use the classes he paid for.
I could not believe he had such a bad experience and asked Marilyn Terry, the manager, to call him. Instead of working with him and resolving the issue, she doubled down on what Sydney said, that he had to pay and could not use his classes, and said she would back her staff over customers no matter what. She then disconnected the call without warning.
Yesterday I got a text to update my billing info - and I responded with a text that I would do that - and expressed my concerns about how Mike was treated. I'm at work, so I checked my personal email a few hours later...and had an email from Marilyn that my membership was cancelled and that I was not welcome at any Richmond studio. No mention of cause, warning, nothing....
I've attached all of my correspondence so you can see what I said (named in order - 1, 2, 3) - please keep in mind the email was sent AFTER the text I sent - clearly a move meant to penalize me for expressing my opinion.
I cannot believe in 2024, a successful, visible business is run by someone who would retaliate against one of their most visible, successful, positive members in this way.
You might also want to reach out to other members who have cancelled - many people have had similar interactions with Marilyn.