Orangetheory Fitness at 661 Louis Henna Boulevard #450, Round Rock

Reviews

• Marcela Curran

  Aug 15, 2018
  ★ ☆ ☆ ☆ ☆
  If I could leave no stars I would. The classes themselves were for the most part good but customer service and their policies are TERRIBLE!!! When expressing interest through their website, they continue to text you about signing up until you do. I finally signed up, classes were good but I hurt my back a few months ago and had to freeze my account. I tried canceling 2-3 times instead of freezing but the front desk staff continuously pressured me not to cancel and instead freeze. My debit card # was stolen (not by them) and so when they removed my freeze (automatically happens after 2 months), they called me to tell me they needed a new card #. I told them I hadn't realized it had been 2 months, and asked if I could just cancel. They told me to just freeze again, not to cancel, that there wouldn't be any fees and I could delay having to pay that way, but said I needed to do it in person and update my payment method. So I went in person to freeze again and update my payment method, and they said that the person who called earlier was wrong and I did need to pay the monthly fee before freezing, and that I would be able to use that month of classes when I was medically better and reactivated my membership or if I canceled. Did not say I would have to pay another month. Well, i went in today to cancel because my back issues have persisted and my scheduling isn't good anyway, and they said I had to pay a fee/another month before canceling. I let them know that the front desk people the last time did not mention that is how it would work, and she just asked me who i talked to so she could clarify with them, and told me there's no way of getting out of that payment. SOOO, because of a medical reason, I can't attend classes and canceled and they still charged me fees through June. I told them their customer service was highly unsatisfactory and that every single person I have talked to there tells me something different. And the guy today said I could switch my classes to another gym if I didn't want to go to theirs, but A. Their high pressure tactics and charging you for everything is super shady and crappy, and B. If I have back issues, no matter the gym, I won't be able to do the work out anyway. The guy today was also new and apparently didn't fill out the paperwork correctly, and the girl who came or to tell me they had to charge me again just walked away without apologizing or saying bye or anything. And they didn't even let me know how much they ended up charging me to cancel. Terrible customer service, high pressure tactics, and all they want is to get $$ out of you. Never again.

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