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| - Re: South Mountain Location at 24th and Baselin
My significant other and I decided to try out Orange Theory Fitness in South Mountain in February of 2018. We did the free class and decided to sign up together. We spoke with the front desk representative and he gave us the breakdown of what the monthly rate would be for each of us and since I purchased the highest level of monthly access, he let me know that I had 30 days to try it and love it or get my money back if I didn't want to continue. Since it was challenging to gauge off of one trial class whether or not this would be a place I wanted to continue to train, that assurance of being able to cancel and be refunded helped us make the decision to sign up. Then things began to go quickly downhill on a customer service level. AFTER we signed up we were told that we needed to purchase heart rate monitors, which was going to be an additional fee. This wasn't mentioned before we signed up for the monthly membership. The front desk associate told us that since we signed up together we would get a reduced rate on the heart rate monitors if we purchased them together. We decided to wait and get them until we got more time to come to the classes. Then when we decided to purchase the heart rate monitors we were told that we couldn't get the rate quoted to us. We explained that we were told they would be a different price by the front desk associate when we signed up, but they now told us we couldn't get that discounted rate because we got the discounted rate on the monthly membership. We explained that was not what was told to us, but that was not honored by them. We weren't told about the discounted rate on the heart rate monitors until after we signed up, so the person who gave us the pricing was aware of the fact that we had received a discount on the monthly rate. Even though we were frustrated by this lack of consistency, we decided to try and continue coming to class for the workout. Then, within the first couple of weeks of working out there, I injured myself in one of the classes and couldn't continue to train. I went in to cancel my membership and ran into another issue with inconsistency of information and poor customer service. When I tried to cancel they told me 1) that I couldn't cancel and get my money back unless I took a certain amount of classes a week within that first month of training 2) that they don't offer the 30 day money back guarantee to everyone and they didn't have any record of me signing their sheet that confirmed that I was offered that deal. The guy who signed us up was there and admitted that he had given us the money back guarantee deal, but since he apparently failed to have us sign some sheet that confirmed that, management was not willing to honor what was told to us. We were shocked and felt that management's inability to even listen to their own employee was extremely poor customer service. The employee who signed us up admitted that he didn't tell us about the heart rate monitors until after we signed up and told us we would get a discount, and admitted he gave us the 30 day money back guarantee but forgot to have us sign the sheet to confirm and still management made us feel like we were being untruthful on the facts and circumstances by not honoring what was told to us. Now they were saying we would not only get charged for the first month, but since we didn't try to cancel within 30 days, we would also get charged for the next month. No one explained to us before I tried to cancel, nor did I sign anything that indicated I needed to come to a certain amount of classes to receive the 30 day money back guarantee. Even if I had tried to come to the amount of classes they were now saying I needed to take to get my money back, I was not able to continue training because I was injured in one of their classes. In light of my injury, I even asked if they would be be willing to extend the amount of time for a week or two weeks, so that I could heal the strain on my inner thigh from the row machine, but they were not willing to extend the time to make up for something they never told me in the first place. Even though I didn't feel it was right the way the situation was being handled, I was trying to compromise and even that was not met with understanding. In the end, management did't charge us for the second month, but still charged the first month in full. Even though I was not provided with proper information from the beginning, I felt that I was being price gauged and agreements were not honored, and being injured at their location wasn't met with any flexibility in my trial term, the only reason I am giving a two star rating instead of a one star rating is because the location staff always had a pleasant attitude and were not outwardly rude.
I did expect a response to my review as I noticed other yelpers got responses to their reviews. Due to the lack of follow up, I have decided to now downgrade my review to a one star.
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