I was really excited to sign up for my first class and the staff member I had spoken with was very welcoming and helpful. I had anticipated there would be heavy traffic before my class so made sure I left enough time to make it 20-30 minutes before class to do my orientation. But traffic got worse once I hit the road. On top of that there was no parking. So I had my sister drop me off (she's a regular orange theory customer and we carpooled). I ended up arriving at 6:48 and one of the girls at the front desk denied me right away and said I was too late to do the paperwork and orientation. We went back and forth for a bit about the "policy says 15 minutes minimum before class". The other employees at the desk seemed to have wanted to help. I saw the other girls name was linds, who I had talked to on the phone. Then, the girl finally said it is up to the trainer to make the call. So the trainer came to the desk and said "I don't care it's your call" (speaking to the girl denying me of my orientation). She finally concluded with "sorry it's the policy. We won't charge you". So I walked out of there wondering what I'm going to do for an hour while my sister is in class...online review! ALL of that JUST because I was 3 lousy minutes late. Sorry orange theory... because of your policy-following staff, you lost a future paying customer who was planning to join. Although I suppose the demand is high enough so they are indifferent about one new customer.