Orangetheory Fitness

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.

Clean Gym, But Beware of Shady Billing Practices The good: The gym is clean, most machines are in good condition, and the staff is helpful if something goes wrong. They are especially attentive before registration. I trained with one instructor, Coach Tariq, who was professional, and I enjoyed the classes. The frustrating part: Be very careful with this place! In November, they advertised a promotion: If you buy the wristband with your registration, your second month is free. I signed up, bought the wristband, and paid for the first month, thinking I was trying the gym for just one month. However, I later found out they had signed me up for a three-month contract without properly informing me. I was charged for November, got December free (since I had purchased the wristband), and then was expected to pay for January—something I never agreed to. Despite repeatedly stating that I did not want any additional months and explaining that I would be out of state, they refused to cancel my membership before January 16th. Since no one was answering my calls, I took an hour off work to cancel in person, ensuring that January 16th would be my last payment. That’s when they hit me with another surprise: their policy apparently required an extra month’s payment after cancellation. The receptionist was completely unhelpful and only promised to inform the manager. I told them that if they charged me again in February, I would leave a review exposing their dishonest practices. I later received two calls from my instructor—at first, he agreed that I shouldn't be charged. However, he later called at a bad time, promised to call back, and never did. Then, on February 16th, I was charged again. So what was supposed to be a one-month trial in November turned into four months of charges. Absolutely unacceptable and deceptive business practices. Save your time, money, and frustration—find a gym that is transparent and ethical about their billing!

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!