Orangetheory Fitness

Short version (tl;dr): Class are great and so are the instructors here. Leaving because of a terrible experience with the front desk, which seems to be a trend among the other reviews here. Long version below: About 40 classes in between my wife and I, we like the workouts and instructors. I’d recommend the morning classes—energy feels better because the room is full and seems higher intensity on average—or the strength classes if cardio isn’t your thing. I tend to stick to classes run by Alex, Erin, JemmaLynn, or Tariq—all are clear with instructions and energetic. Equipment is generally in good shape. The occasional tablet on a rower is broken, but I’ll sometimes use it regardless and keep pace with my watch (rowers next to empty spaces like the trash bin give more room for floor exercises). Gym itself is clean and I haven’t had any issues leaving my stuff in one of the unlocked bins. That said, I would echo the sentiment that management and customer service here is awful. They are sticklers for their policies, but only when it works in their favor. They’ve made it clear to me that if I am removed from a waitlist with less than 8 hours notice, they’d contact me by manual text message to confirm whether I’d be able to attend the class, thereby avoiding any penalties. (If you miss a class 8 hours before the class time, you get charged.) It happened once where I didn’t receive the text and I got it sorted out when I brought it up to the front desk. This happened again to me though and only realized I was taken off the waitlist within the 8-hour window because I checked my email a few minutes before the class and had to rush to get ready at the last minute. I brought it up to the front desk when I checking in and the receptionist at the front was completely unreceptive to my complaint. Either she genuinely didn’t understand what I was saying or was playing dumb and talking in circles to try to make it sound like my complaint was unreasonable. Her justification for the lack of text was that “she can’t control if someone cancels two hours before class.” I’m standing there thinking that I completely understand you can’t control that, but it’s still the studio’s policy that you will contact me by text in that situation to confirm my availability. She was completely missing my point. She was also pissed that I called the studio an “office”—I said someone from the “office” was supposed to text me—as if I was making some huge mistake. She repeated multiple times that she wasn’t there when the messages were supposed to go out, as if that absolved her of responsibility. I was fuming the whole class. On my way out, I asked for her name and she refused to give it and gave me a HUGE attitude. I asked for the manager’s name and for the manager to call me but she also refused to give me their name too. Mind you, everyone else at OTF introduces themselves. I said we weren’t communicating well and I told her I felt like she had a tone. She said she was “matching my energy” and that I came back with a tone. I apologized for my tone but the she never apologized for her’s. I stand by my statement to the front desk that if I come in with a complaint, they should try to understand what the studio’s error was. That’s a basic part of customer service. Rightfully upset members will come in and you should be able to help calm them and resolve their issues, not inflame them more. There was no consideration for the trouble I had to go to in order to rush and make the class and the stress I felt from trying to avoid the missed-class penalty. Overall, it just feels like this OTF is completely inflexible in their policies and lacks customer service and an awful front desk. Based on the other negative reviews, I don’t think my experience is unique. When I started the membership cancellation process, I caught one of the studio managers and talked to her about my experience. She heard me out and apologized for the event. Cancellation process was fine and I’m continuing out the rest of my classes since the classes are good.

I have been coming to this location for about 3 years on and off. I generally have had great experiences. The coaches are great and people are generally welcoming. Recently, I have been pretty disappointed by their the strict lateness policy. Being told I can’t enter a class I paid for because I’m just one minute late is frustrating and disheartening. The response that "the system won’t let me in" feels dismissive and somewhat insulting. Moreover, the front staff often lack empathy, e.g after I ask her if there is anything she can do, she simply looks down to do her work. It seems like this location prioritizes rules over the well-being of its members. Losing a paid class due to this inflexible policy is discouraging. While I understand policies are in place for a reason, there should be room for understanding and flexibility, especially if I have called beforehand letting them know there are extenuating circumstances, e.g a truck blocked the road. We’re adults, not children needing a "hall pass." Given the high cost of membership, a more compassionate approach would go a long way. And I think what really makes all the more frustrating is they take that class away from you even though you showed up. I hope management considers revisiting this policy and training staff to be more understanding.

Awful management. Same management at rockaway beach as well. It’s sad because the coaches are phenomenal. But customer service is a direct reflection of poor management. Cancelling my membership after months of waiting for the manager to get back to me on an issue I literally had to chase her to get answers on (still waiting btw and she’s likely never to get back to me). Terrible business practices across her locations. But OTF is great, and I would 100% recommend the bayside location if you’re interested in the workout with better management/ service staff.

First time calling , phone went straight to voicemail. Second time poor customer service via the phone the ;rep did not know what she was doing, I asked for her name twice and she ignored me the first time & the second -said she was just a rep. Decided to cancel after the conversation and reading the reviews. 3rd call- I spoke Valerie , she confirmed I would not be charge for a free class but couldn't not offer me a confirmation email. I will try another location or back to Club Pilates.

This place offered great workouts and trainers and a welcoming and motivating environment. However terminating membership became a nightmare for me! I relocated and felt that I gave enough notice to terminate my membership before actually moving. One rep assured me that after filling out a form it was enough to terminate. Wrong! There is a termination form to fill, then an actually termination date that needs to be put in place- I continued to pay months after moving! Make sure you get copy of your termination form you sign and have it in writing to know when your last payment will be!