Before joining, I didn't like the daily calls to get me signed up. I hadn't filled out any paperwork at the time and never agreed to being called, so was disappointed to receive so many calls. I knew I wanted to sign up so did an intro class. I enjoyed the coaches and the class itself and explained how many days I wanted to work out with staff. They described only an unlimited package that would work for me so I signed up. Staff told me there was a promotion but that I'd have to buy the heart rate band. Not liking being upsold, I passed because she said I wouldn't need it for class. The next day I came in and they told me I had to rent the band, which was not disclosed to me since staff made it sound like it was included the day before. Staff explained I did not need it, but tracking your progress is the heart of your workout class so it seems amiss to not bring up that I'd need to rent the band or purchase it firsthand; cost on top of an already big financial commitment. I cancelled my subscription, because they said I'd need to cancel anyways to resubscribe to get the promotion with the band. What I was told was a $40 band originally was now over $100. I didn't like that I went through a full membership process to then be told about the class packages. I feel the constant communication that happened to then not be told about major functions of how the gym operates is disappointing. Too bad because the coaches and classes were great.
A key thing that would have helped would be to have a longer trial incentive. To offer 1 free class to then sign up for a big financial commitment is not enough, I feel a cheaper longer trial option would have helped clear up a lot of the miscommunication because I could have learned these things as I go, even if staff wasn't clear. Another thing that would be helpful would be to have 2 coaches, one as a basic guide and another to help with weights and working through moves. Orange Theory markets themselves as one-on-one coaching so it was disappointing if I wasn't on the set with the coach during their workout, I was on the other set of workouts I was looking at a screen for coaching.