Allison M.

Riverview, FL

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1 Review by Allison


I am so incredibly upset I can't even think straight. I spoke to my studio (Riverview, FL) back in March about cancelling my membership. They talked me into just placing my account on hold. I figured whatever, I will place it on hold and then just cancel, as they were trying really hard to not let me cancel.
The hold started the beginning of April. Then at the end of May, someone from the Riverview studio called me to say that they could only keep my account on hold for one more month (the month of June would be the last month that they would not debit my account) and then I would either have to come back monthly or cancel my membership all together. I told her that I wanted to cancel, because I could not afford it anymore.
She told me that in order to cancel, I would only have to pay for one more month (July), and that would be the last of the auto debits and my membership would be cancelled. I wasn't happy to hear that, but I figured " What the heck, one more charge won't hurt and then I will be done". I even asked her if I had to come into the studio to sign paperwork and she kindly told me no. She was so nice and seemed very efficient on the phone, I figured I was in good hands, and she would cancel as she said she would.
I got charged in July (just like they told me) and then attended classes that last month.
Well on 9/1, and I got a call from X, the Studio Manager in Riverview. She called to see why I haven't been to class. I asked her what she was talking about as my membership has been cancelled for a month. She acted like she had no idea what I was talking about. I told her about the conversation I had with one of their employees months prior and told her that July was my last month there. She tells me " Well I have no record showing you called to discuss your membership". That's when I decided to go online and check my bank account and sure enough on 8/9, they debited $159.00. I am like " You've got to be kidding me, I want my money back".
Rather than apologizing for the mix up, or trying to figure out how to resolve, she made me feel as if this was my fault. I was extremely angry at this point. She then told me " I will call you back". It's now been 6 fulls days and I still have yet to get a call back. It blows my mind that a company with an extremely irate customer, just blows them off. Never in a million years is this okay. Its' now Monday 9/7 and still no call back from Orange Theory.
So now I have been incredibly stressed all week long; stressing about $160.00 that was stolen from me. I had to contact my bank and cancel my debit card. So now, I have no debit card for the next week and now I have to switch all of my auto debits because I am sure they will try to charge me for the month of September as well and then say " Well you never said you wanted to cancel".
I am sorry but this is absolutely unacceptable. I would never expect this from a company like Orange Theory. They are not a company committed to Customer Service. I feel like I have been lied to and stolen from. Their behavior is absolutely predatory and down right disgusting. I want my $159.00 back ASAP. I can't believe I didn't do adequate research on this company, as this type of "miscommunication" seems to be the norm by the looks of all of the reviews online.


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