Contact Orangetheory Fitness Support

by Jjatl98

Like the workouts but if your app isnt working, it’s difficult to get a response and while you’re waiting on a response you’re burning through your membership. Personally I couldn’t book classes through the app - it would say I have zero classes or not work at all. When I called to book through a live person at the studio, they told me I had to book through the app. When I finally convinced someone at the studio to book classes for me, every class was wait listed. Eventually I got a manager to put me in a few classes but the app still didnt work.
The studio initially told me to contact app support. App support didnt respond at all or was very slow in responding. When they did respond it was in the middle of the night - usually around 3am. I tried DM on Twitter and IG. Next they were telling me I had 2 profiles and they merged them - that would fix the problem. It didn’t. They told me the 2 profile story 4 or 5 times. After asking to cancel my membership that I was unable to use, I was told that I would have to give 30-days notice. SO FRUSTRATING to be told you have to pay for the past month you couldn't use and the next month that you still can’t use!!!
I called my credit card to dispute the charges and then suddenly app support was able to solve the problem. Given I’ve paid for 2 months, Im going to give it a try but they really should have offered 2 or months of complimentary classes to offset the weeks I burned through not being able to book.

by ClevHifi

Like another review mentioned I think the reviews here are about OT and NOT the app. OT is an amazing work out and the instructors are great. It’s unfortunate the app that is used to enroll in classes robs you of the opportunity to work out. Studio claims to have no responsibility in what the app says or does, they only care about the fees they can collect when it fails.

As a result of app issues and with the ‘help’ of app support. In the span of 4mths, I’ve had 1 late cancel when class had long been cancelled and no longer on my schedule in the app, used 1 extra class because app said there was a class remaining and finally showed up to a class the app shows I’m enrolled in real-time only to find out the app must be wrong and the studio didn’t have me on the list.

For the amt OT charges it’s mind blowing how they not able to have a reliable app but hold clients responsible in footing the bill for tech issues. Advice from the studio is since they are not responsible for app issues and it is a separate entity all together we should enroll with them in person or on the phone thereby defeating the purpose of having an app. In conclusion use app at your own risk and don’t look to app support for any support they’re useless.

by Aalvareznyc

I’ve generally had an excellent experience with the app but lately I have been dealing with a really bad bug on my account that will not place classes back on my availability if i cancel. App support seems completely stumped and customer service at my locations has been either completely unresponsive or passes the buck and says “this is a corporate issue”. I’ve reinstalled the app multiple times and still the bug persists. Its been very disappointing to say it nicely….

Through a little research of my own, I’ve been able to book 2 out or the 4 classes I have left in my billing cycle through the old web portal (not customer service nor the location teams made me aware of this, figured it out on my own). Unfortunately, at this point all classes are on waitlist of 10+ people and there is no way ill be able to take all my classes before i have to eat a few. Really considering canceling my membership on principal here. I should not have to eat a bunch of classes because the app has a bug. Zero effort has been made to make this right for me by corporate or the local teams. shame, because i enjoy the classes.