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March 2024 by Lauren Lok
The way I was convinced to sign up for membership was highly deceptive. I was given incorrect information, and instead of correcting the issue, I was told it was "policy" and nothing could be done to refund me.- I signed up for a trial membership under the instruction that I could cancel within 30 days, with a simple phone call, if it was not working for me.- I mentioned that time constraints were were my main concern, and that I lived about 45 mins from palo alto, so i had concerns about being able to fully utilize the membership.- Knowing this, the employee continued to assure me that as long as I called and canceled within 30 days, I would be able to be fully refunded. NO strings. She even confirmed this with a coworker standing nearby.- I was not able to work these classes into my schedule. I called to cancel and was told there was a mandatory TWELVE class attendance to be eligible for a full refund. Not only that, but these 12 classes would've had to be completed at the PALO ALTO location to be valid for a refund.My biggest issue with this is that, KNOWING that time constraints and location were my main concerns, this employee still encouraged me to sign up for the "risk free" trial membership, without mentioning those 2 very important and very relevant terms & conditions.I was able to attend ZERO classes in my trial month. According to Orangetheory, there's "nothing" they can do to refund me because it's "policy". I'm not sure if the employees are commission based, or under trained, but given the omission of important information upon sign up, and given that I didn't actually take any of their classes, I would think an exception could've easily been made.
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December 2023 by Mark Hammond
Beware of hidden fees.I am from San Diego and visited the studio. I scheduled a class over the phone with no mention of surcharges. When I showed up before class, they required me to pay a $10 surcharge explaining their rates are higher and I had to cover the difference. They never provided any evidence that their rates are higher. Even if the request was justified (tho SD rates are $$$), they sprung this hidden fee on me last minute.The class and instructor were good. Five stars without the hidden fees.
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December 2023 by Agathe D
I did a free trial and really liked it. Aliya was really friendly at the desk and the trainer that did the class was fantastic.
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October 2023 by Janaki V
I did the Strength 50 class with coach Alexandra. It was a fun class. Might come back and do the 8 classes. Definitely miss Willow Glen studio. It got a little bit confusing with the workout since I came back after 3 years. Do visit and try the free class at least once and then decide. Currently promotions going on for this location.
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September 2023 by Zomz Z
Well, the coaches, the classes and even the attitude of the front desk staff were great. Unfortunately, they made a deal with an aggressive membership trial. This was followed by denying, then accepting, then without consent using up the earlier balance single class packs, then monthly charging again after they agreed to stop the membership after the trial period. And, all these while, always assuring verbally and over text that the case is being followed up with the back office, IT department etc. Would have loved to continue the great program but found the handling of this issue, quite disingenuous.Again, the program is good, jjust need to be careful to make sure the agreed deal is properly written down and carefully reviewed before signing. Also, do keep a trail of the written and verbal communication, to the extent possible. Good luck!
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September 2023 by Ellie M.
Meh, would rather go to a facility with more equipment. This is treadmilling, rowing and weights and you just rotate after said time. I didn't like that the weights were a lot of lying on the floor, I prefer weight machines.
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August 2023 by Gretchen D.
Just quit after having been a member for at least 8 years. This studio has a tough time keeping good instructors. They are also rigid in accommodating any injuries--wouldn't let me walk on treadmill during rowing segments even though no one was on treads. Front desk people are nice.
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August 2023 by moss braun
Well, the coaches, the classes and even the attitude of the front desk staff were great. Unfortunately, they made a deal with an aggressive membership trial. This was followed by denying, then accepting, then without consent using up the earlier balance single class packs, then monthly charging again after they agreed to stop the membership after the trial period. And, all these while, always assuring verbally and over text that the case is being followed up with the back office, IT department etc. Would have loved to continue the great program but found the handling of this issue, quite disingenuous.Again, the program is good, jjust need to be careful to make sure the agreed deal is properly written down and carefully reviewed before signing. Also, do keep a trail of the written and verbal communication, to the extent possible. Good luck!
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August 2023 by Danielle Landucci
Orange Theory Palo Alto is hands down my favorite studio! When you walk in it is instantly a feeling of extended family. The SAs and studio manager, Kei, make your welcome high energy and positive, to help jump start your workout. Once in the workout studio it is very clean and organized, and the coaches do an amazing job of maintaining the workouts each day for all clients. I am super grateful to have such amazing experiences every day I go to OTF and leave feeling so refreshed.
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August 2023 by Molly D
$10 extra if this is not your home studio, something I have not encountered before. Everything here was average or below- annoyed to be up-charged.
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June 2023 by Siyu Celia Yao
I went to 5 Orangetheory studios and this is the one with the worst serviceI have been using orange theory for over 1 year and went to different studios. I always feel warm welcomed at other studios. Today is the first time to Palo Alto and they refused to let me in because I pass the 5 minutes start time by 1minute. They never remind the rule when I signed up their class in App. Nobody told me about this before. But they will just say it is in the lengthy agreement you signed.
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June 2023 by Cammie Shibata
Went to inquire about pricing and two women at the desk refused to let me use the bathroom. Unbelievable poor service and customer etiquette
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June 2023 by Cammie S.
Stopped by to hear about pricing and had to go to the bathroom and the two women at the counter told me that their bathroom is for members only and I should try the market. Unsurprised by the poor service to a young woman of color. Will find somewhere else to consider like f45 or Pilates.
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May 2023 by teresa chen
I have a very bad experience with the owner manager team today. I arrived around 4 minute late to the class. I approached the front desk the lady was on the phone. After she ended the call she informed me that I couldn't join the class because I was 5 min. late. I explained to her that when I arrived, she was still on the phone and I hadn't exceeded the 5 min mark. She said no, so I ask if I can speak to her manager to address the situation. The manager arrived and asked how they could assist me. I said the same thing I told the lady. However, the manager became very angry and insisted that I had arrived late, break their policy, and accused me of mistreating her staff. I was surprised by this accusation because I had simply asked to speak with the manager without using any offensive word. I suggest that they can review the security camera footage to verify my claims, but the owner adamantly refused. The owner stated, "I have been here five times, so I should be familiar with the policy." I responded, "Yes, I have been your gym on five times, and I haven't heard you mention that being late to class is not allowed each time." Perhaps you should prominently display a notice on the front door stating that latecomers won't be admitted. Did you ask your staff I mistreat your staff? Check your camera today and find out. If asking manager's help is mistreat your staff then you are rude to talk to your customer will I say you are harm to the customer.Feeling frustrated and disrespected, I decided to immediately cancel both my membership and my daughter's membership. The owner said I will be charge one more month membership and declared that we were no longer welcome to use their service. The owner asserted that there was no higher level of management to escalated the issue. Additionally, they refused to provide me with copies of the charge made to my credit card and the cancellation papers that I had signed. It is concerning and potentially illegal for them to charge my credit card without providing proper documentation for the transaction and cancellation process. It is like you purchase thing you don't have receipt.Yes you gain some short term financial benefit, and you lost the trust and respect from the customers. The customer come to your gym is not for fight but to their fitness goals!!!
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May 2023 by Emmanuel Mignot
I was excited to join the palo Alto office but deflated with the experience. I had signed up and got a confirmation email. They told me to come 30 min before so I did not take the 7:30 am class but elected for the 8:45 am. ?As I was literally stepping out to go at 8:05 I received a text from stephanie telling me it was overbooked and I could only join at 10. It was bad for me as I had an early lunch scheduled but she had explained it was a problem with the app and i know things are not perfect in life, so I moved my lunch around. I also fill up and signed paperwork on line.Unfortunately in the process I did not have access to my car anymore so I texted i would only be there 15 min before. I came then, it was very busy and I met stephanie who then told me 15 min was too short so I could not attend the 10 am class.☹️I’m familiar with equipment, etc and it seemed inflexible considering what she already put me through; I understand liability and would have signed the waiver; takes one min. Two people were at the desk so they could have done it. She was not going to budge so I politely expressed disappointment and left.In brief, I’m sure they are nice but it is a big business, not personal, instructed to care more about liability than wellness and happiness of their clients. Another trainer had warned me that I had to be careful as they are not very knowledgeable about excercise, although I don’t really care since I am well experienced in training. That I could not assess.I’m a medical doctor and if I was treating my patients this way, it would be sad. I understand when my patients have special circumstances. Fear the time when doctors will work as staff at like orange theory do, although it could be coming; liabilities and paperwork become more and more important than doing the right thing.
