• Report: #1115522

Complaint Review: Orange Fitness Theory Scottsdale/ Tyler-Manager

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  • Submitted: Tue, January 14, 2014
  • Updated: Tue, January 14, 2014

  • Reported By: Z. W. — Arizona
Orange Fitness Theory Scottsdale/ Tyler-Manager
7000 E Mayo Blvd #1016 Phoenix, AZ Scottsdale, Arizona USA

Orange Fitness Theory Scottsdale/ Tyler-Manager Complete Lack of Professionalism/Horrible Customer Service Scottsdale Arizona

*REBUTTAL Owner of company: Sequence of Events

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I am writing this report not because I was not satisfied with the quality of the work out I received at Orange Fitness, but because I am utterly offended by the way I was treated by manager- Tyler. 

It all began when I fist signed up. I originally intended on trying Orange Fitness for 1 month and I wasn't sure whether I am going to want to continue my membership or not. I was informed on a day of signing a membership contract that I will need to provide a 30 day cancellation notice in order to avoid getting charged for the following month. Since I only wanted to give it a 1 month trial, I came in the very next day and tried to cancel my contract in order to honor the 30 day notice agreement. Tyler- manager of the Scottsdale branch, talked me out of cancelling. He said not to cancel the membership, but continue coming for 1 month and let him know at the end of the month whether I want to continue coming or not. When I mentioned 30 day cancellation policy, he said that he is authorized to make a note in my profile and he can cancel my membership after 1 month without charging me for the next month.

1 month later I called and told Tyler, I will not be renewing my membership and I wanted to cancel my contract, to which he said I still owe 1 month payment for the following month since I have not given him a 30 day notice!!!. When I tried to explain and remind him of our agreement and that he was the one who told me I can come for 1 month and decide at the end of the month whether I will continue coming or not, he said he did not say anything like that and he said that the rules and the rules and can not alter them! That was his lie #1. During that conversation I told him that I did not plan on coming another month, therefore I did not budget to spend another $140 that month, so I am not capable of paying it at a time. He told me that he can freeze my account for 2 month, until February (during which time there will be no additional charges applied to my account, since I am not an active member) He said that in February I can pay off the remaining balance for the 1 month and cancel my contract.

I came in the mid of January to pay remaining balance and he tried to pull his lie#2 - he said that now I owe him 2 month of payment!!!  I obviously disputed and said that this is the second time that he has lied to me in order to get more money out of me. He became furious and literaly threw cancellation contract in my face. I signed it and returned home with my copy. I noticed that he did not sign his part on the agreement and returned back to ask him to sign it in order for this form to have a legal value. He refused to sign it. He said he will only sign it when he gets authorization from his boss. To which I said that he has to sign this contract the same day that I sign it, in order for it to be valid. Finally, he said , and I quote, "Fine, I'll sign whatever you want so you can get out of my face"! Who does that!!!? What kind of manager of a reputable company will ever refer to a client in such language? I thanked him and I left.

I am not even so much disappointed that I overpaid $280 for something I should have paid $140, as I am because of the fact how terribly I was treated by Tyler. He is lying and deceiving person, he obviously has no customer service skills and  lacks professional etiquette! It is a shame, because I really enjoyed the work out and instructors are great, but management couldn't  have been worse! I would like to just say to the owner of the Orange Fitness in Scottsdale - if you are really passionate about your business and want it to grow, you need to fire people like Tyler and bring on a manager  who will be nice to people, truthful and will represent what Orange Fitness is all about: making people healthier and happier, and not simply making a profit!

Thank you for your time!

P.S. I have read rewiews on Yelp and I noticed significant amount of complains about management, starting in November - when the management has been changed. I guess I am not the only one who was mistreated by this so called "manager"!


This report was posted on Ripoff Report on 01/14/2014 04:24 PM and is a permanent record located here: http://www.ripoffreport.com/r/Orange-Fitness-Theory-Scottsdale-Tyler-Manager/Scottsdale-Arizona/Orange-Fitness-Theory-Scottsdale-Tyler-Manager-Complete-Lack-of-ProfessionalismHorrible-1115522. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 0Consumer 1Employee/Owner
Updates & Rebuttals

#1 REBUTTAL Owner of company

Sequence of Events

AUTHOR: Scottsdale Owner - ()

As the Owner of OTF Scottsdale, I am saddened whenever I see misunderstandings escalate.  Below is a detailed account of the chain of events.

11/11 Z.W signed a Premier Membership with us.  There is a note on her account stating she wanted to try it for a month and would let the studio know by mid December if her husband would let her stay.

11/30 - Note states client wants to place a 30 day cancellation on the EFT and purchase a package of sessions instead. This indicates the client is fully aware of our cancellation policies (which are written in the same font as the rest of the contract and directly next to which she initialed acknowledgement when she joined).  We have a Cancellation form dated 11/30, with the final billing due on 12/12, and sessions available to be used until 1/12. Client continued to use the facilities during this 30 day cancellation period.

12/9 - Note states the manager gave her the option of doing a 60 day freeze instead of cancelling since she was claiming temporary financial hardship. Cancellation form notes that client cancelled the cancellation and opted to freeze instead. The freeze form was filled out and freeze was entered in our system

1/14 - Note states client came in to cancel again, refusing to pay anything else whatsoever despite understanding the 30 day cancellation policy, and that she then raised her voice and caused quite a scene in the studio in front of other clients.  She filled out a new cancellation form but took it with her so we don't have one for our records.  The manager processed a final payment that day, rather than wait til the freeze ended and have her get billed on 2/12 and then start her 30 day period.  Then he terminated her membership with that as her last payment and her being able to use the studio until 2/14 (the 30 day period).

She was only billed once in November when she joined and once January when she threw the fit and walked off with the cancellation form.  Other than all the confusion and changing of her mind multiple times in between, all she paid for was her first month and the standard billing that happens during a 30 day cancellation period.  

Our policies are clearly explained with every member and they not only sign the contract (all the font is the same size) but initial specifically by the cancellation policy (Paragraph 5). I'm not sure what to say when someone claims they are unaware of the policy when they've already been following it...

And regarding the comment about Yelp and other complaints.... The only complaints we've had are from people who don't want to pay their bills or follow the contract they signed.  Both the studio AND the client are bound by that contract.  We cannot arbitrarily alter it any more than the client can but when we say that, we are labled with all sorts of nasty names.  As much as I'd love to please every client, not every client is reasonable.  Businesses have rules they have to follow and abiding by the contracts we generate is one of them.  All we ask is that people signing the contracts do the same.  Seems a simple enough concept....

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