Orangetheory Fitness

Negative experience: My sister and I had a frustrating and disappointing experience with Orangetheory Fitness. We joined during the Unlimited Elite Membership Promo for $99, which required a 2-month commitment. During the consultation, I explicitly mentioned my work obligations and was assured I could cancel anytime after the 2 months. However, the 30-day cancellation policy was never disclosed, even when I asked about the cancellation process—I was told I could cancel anytime. My last class was on October 3, and I’ve now lost over $300 because I couldn’t continue due to work commitments, which I had clearly communicated during the initial consultation. My intent was to cancel before November, but this was not honored. On October 21 and 22, I called to inquire about canceling or freezing our accounts. I was informed freezing would cost $20, so I opted to cancel instead. I also asked about downgrading to a basic membership for the 3rd month but was told we were locked into 3 months—contrary to what was advertised. I submitted cancellation forms for both accounts on November 6, expecting to follow their stated policy: "Membership dues within the next 30 days will be billed. Members have 30 days from their last payment to use any remaining sessions." While we were billed for November 10–December 9, I was shocked to find additional charges for December 10–January 9, violating their stated policy and effectively charging us for 60 days instead of 30. When I contacted the location, I was told there was documentation stating the last payment was due on December 10, but we never received or agreed to this. This entire experience has been a nightmare—misinformation, inconsistent policies, and unauthorized billing. Both of us expected better from Orangetheory but instead faced unprofessional and unethical practices. I’ve lost both time and money and cannot recommend this gym. Be very cautious if you choose to sign up. ***In Response to the Owner: Instead of accusing your customers, perhaps as an owner, you should take accountability and ensure your front-end staff are properly trained. This ordeal would not have occurred if your staff were transparent and well-informed. You did overcharge me, and it was only through my persistent calling that the issue was corrected. If I hadn’t insisted and followed up, you would have continued overcharging me. The only time I received a follow-up call was on October 22, confirming the cost to freeze my account. While you provide detailed information about services and membership policies, it doesn’t necessarily mean that your front-end staff are as knowledgeable as you. I am entitled to write Google reviews based on my experience. If you fail to see that, then take this opportunity to improve instead of outright attacking (former) clients. At the end of the day, the error was on your part. Additionally, when I mentioned I had work commitments, it was in response to the ability to cancel specifically after the two months of membership. The representative had mentioned I could cancel at any time, which clearly wasn’t the case.

Fantastic experience: One amazing place to workout. The coaches here are just amazing. Honestly, I ve been to multiple gyms, but the template they follow here is just perfect. It’s a mix cardio and strength training that makes everyone happy.

Fantastic experience: Love OTF! I joined just over a year ago and was nervous at first because I have never been a gym girlie until now. The staff are friendly and knowledgeable. The classes are challenging for me, but the coaches are motivational and play good music. I always look forward to class and that 1 hour for myself.

Fantastic experience: Small group personal training that is adjustable to your goals. Members and staff are welcoming.

Fantastic experience: I've only been going to OTF Pickering for about 8 months and it's been an amazing experience. I've become healthier and stronger because of OTF. The coaches here are fantastic and really motivate you for every class. It's so great having someone who knows what they're doing giving you pointers and being there to answer any questions you might have (guilty of asking a lot haha). The staff are all so incredibly kind as well, it's always a wonderful experience coming into the studio because of the staff's positivity, helpfulness and excitement. Keep it up OTF Pickering, y'all are awesome!

Fantastic experience: I've been a member of OTF Pickering for over half a year for and it's been a fantastic experience! The coaches are knowledgeable and motivating, staff are very helpful, the classes are well-structured, and the energy is always high. The studio is clean and equipped with top-notch equipment. I love the variety in the workouts and the sense of community here. Highly recommend for anyone looking to get fit and have fun doing it!

Fantastic experience: It's been almost a year since I joined otf pickering. My health has improved a lot since then. The coaches and the staff are super friendly and helpful. I enjoy the workouts and love that otf metrics keep pushing me to do more everytime.

Fantastic experience: I love attending Orange theory classes as they push me to my limits and get my heart rate elevated. The coaches and staff are really amazing, friendly and helpful.

Negative experience: This is my third time using a Orange Theory membership after having good experiences and I have to say the Customer Experience has gone down significantly. Note I have given this facility a 5 star google review in the past but my experience dealing with management pertaining to membership fees brings this down to a 1 star. Originally I was contacted regarding a "Legacy Membership Offer" and was told by staff that I would get an unlimited month for $99 but I would need to commit for an additional month (Total of 2 Months). I verbally agreed to this plan before I was contacted again by the Sales Rep and told that I need to commit for another additional month (Total of 3 months) which I thought was odd given that when a Sales Rep offers a deal, it typically isn't withdrawn. Either way, I agreed to the 3 months under one condition; that my membership be cancelled upfront at the end of 3 months. This was a verbal conversation which I believed would have been honored, however I was billed for a 4th month and told that I should have read over the contractual agreement which states they need a 30-Day Cancellation Notice. After disputing this with management, I was still told that I should have known this by reading the contractual agreement that I signed even though the Sales Rep admitted that she recalls the conversation and there was a misunderstanding on her end. Also, the "mandatory" Orange Theory Heart Rate Wristband that I purchased from Orange Theory also gave me issues during my workouts where it was not reading my heart rate accurately. When I brought it to the attention of the front desk staff in the middle of my workouts, one time I was told "that's an old model and might take a few minutes to start working properly..." and on the other occasion was brushed off by the staff. Before my last workout, the Orange Theory Heart Rate Wristband ripped into 2 pieces while I was putting it on. When I went to class, I was offered to use a used wristband that I had to return at the end of the class. Overall poor quality of a product that members are forced to purchase. I can speak to its poor quality as I have a FitBit and Samsung Galaxy SmartWatch that never gave me any issues which I used for a much longer period. There were also some facility issue during one of my classes where the speakers were not working properly due to some sort of electrical issue at the unit. Overall, I still liked the workout concept and favorite coach was Meghan (by far) but because of my negative experience dealing with admin / management I'll be taking my business elsewhere.

Fantastic experience: I recently joined OTF, Pickering and had a positive experience. The trainers and staff were commendable, and I highly recommend this gym. Unfortunately, due to an external project opportunity, I had to discontinue my membership. I intend to return once circumstances permit.

Fantastic experience: It's an awesome place and the coaches are God send. Amazing people.

Fantastic experience: Absolutely Love every workout session, coaches and energy :)

Fantastic experience: Orangetheory was game changer for me. The staff and coaches are amazing .

Fantastic experience: Great staff, great coaches and innovative workouts. They're always trying their hardest to make your workouts fun and interactive, and always thinking of new ways on how to do so.

Fantastic experience: Orange Theory Fitness (OTF) marks my initiation into Canadian gyms, and I'm in love by the one-hour coach-led training sessions. As someone inherently lazy, I thrive on the motivation and guidance provided, especially with corrections to my postures. I highly recommend OTF's coach-led approach for newcomers or those apprehensive about solo gym ventures. The coaches are not only friendly but actively assist throughout each session. The diverse daily workouts keep things intriguing, fostering my commitment to a six-day-a-week routine. OTF has seamlessly integrated into my daily life, enhancing both my strength and endurance. Undoubtedly, the consistency fostered at OTF proves to be the key to success, making every penny invested worthwhile.

Fantastic experience: Great experience, awesome results.

Fantastic experience: I waited 9 months to leave a review just so I can make sure that I am speaking genuinely based on experience. OT has been my best achievement this 2023. I always feel like wanting more. In fact, I have played an ambassador to the brand to my friends in the Middle East. They now have converted to OT ☺️ They visited me here this summer and we hiked in Alberta - they saw how conditioned I am being able to hike without getting tired easily When my kids and I walk our german shepherd, I am now able to run on pace with her on a leash and my kids are like “orange theory” The staff are so welcoming the moment you step in the studio. They are very professional and fun to chat with as well. Im not good with names but all of them are amazing!!! The coaches are very engaging - unlike in other commercial gyms, OT pushes the team to do more. In fact, I was amazed for being able to lift heavier and run faster…something Ive never imagined myself doing ever. I love my classes with my new favorite people - Alejandra, Megan, Alexis, Ilana and Katherine. They are experts in their craft. I love that they know each of us by our names, and squeezes in a few laughs between workouts which makes it more enjoyable. They give encouragement and correct your form. Jen, the owner is also very accommodating and personable. As opposed to some of the other low-rated reviews about the cancellation, if it’s an emergency, they are very considerate to waive the fee. You just have to call in. Booking classes has never been a problem for me as well. Yes it gets full but you just have to manage your time well and book early - 100% you get a slot. They offer tons of timings, even on holidays. The studio is very clean, equipment well-maintained…it’s not too overwhelming as you see in commercial gyms - OT just has the equipment that you really need for a total body workout. The variations of the workout also excites me - booking a class not knowing what’s in store for me that day gets me going. I also love how we are able to track our progress via the app, and pur efforts in real-time. OT is also fun with themed-workouts, milestones and benchmarks. The results have been amazing, and I can feel that my heart and breathing are back to how it was 15 years ago

Fantastic experience: The Coaches are motivating professionals. The studio is extremely clean. The front desk staff is attentive, courteous and have great listening skills. When you walk through the front door all rushed and stressed out, there's a wave of positive energy and I feel when you're working out you need to not only be focused but also happy and calm. Absolutely something you can expect at Orange Theory Pickering Studio and to me that's PRICELESS. In OTP we trust, Jessica

Fantastic experience: Absolutely love OTF Pickering! It’s a great full body workout and the coaches and staff are so helpful and friendly. I always look forward to my class.

Fantastic experience: Great place to work out! The coaches are all very friendly and knowledgeable.

Fantastic experience: Great place to achieve a “healthier you” goal ❤️

Fantastic experience: Great place for a good workout. The OT community is suitable for any person and supports everyone on their individual journeys. Great staff and trainers to help you along!

Fantastic experience: I recently joined the Pickering location as I relocated from Toronto. Great set of coaches I have had the opportunity to be coached by Alexis, Meghan, Alejandra and Katherine!!!

Fantastic experience: Love this location! The staff is really friendly and motivating! Aspiring the best version of myself physically feels great!

Fantastic experience: Great experience with coaches

Fantastic experience: The variety of workouts and the amazing coaches make Orangetheory the best gym I have ever belonged to (and I've belonged to a lot of gyms!!)

Fantastic experience: This place is so much more than a gym. The staff and coaches are incredibly talented and committed to supporting you. The quality of the workout is phenomenal! One hour of your time, a few times a week and you will feel such a significant difference!

Fantastic experience: I love Orange Theory, especially this location. The coaches are unbelievably attentive and I am actually amazed by how they remember each individual and their progress; because of that they are able to push you just enough to improve your endurance and strength. From the front desk staff to the coaches, they are extremely welcoming and make you feel comfortable end to end. Would highly recommend giving it a try.

Fantastic experience: Love this gym!

Fantastic experience: Absolutely love this space, it’s my therapy every day. The coaches are exceptional and the place is well run and very clean.

Fantastic experience: After joining OTF my cardio has improved significantly, I play Ultimate Frisbee competitively and it has definitely shown a difference when I'm taking on the field. I think adding OTF to my fitness plan in the off-season has helped me keep my body in shape to compete. Workouts are compact and intense, it's a good 50mins whenever I'm in there! I feel great leaving the studio every time.

Fantastic experience: Really Loving this place(Pickering location). All the coaches are very friendly and professional. With their smiles and energy they motivate you making you have fun and achieve your goals at a great pace.

Fantastic experience: Amazing coaches, ladies at the front desk overall fabulous atmosphere… I’m hooked! The classes pushes me beyond my limits!

Fantastic experience: I’ve been going to OrangeTheory since 2016. It’s the best workout!! I have noticed a huge improvement in my asthma from the beginning and it has helped my stamina while playing sports. I also love this studio specifically! They have amazing staff and awesome members. I’ve kept my membership here even though I’ve moved out of Pickering.

Positive experience: Great workouts every single time. Coaches are excellent, music can be better.

Fantastic experience: I love this place... I've been coming to otf since it opened and honestly it's the best 1 hr of my life! The people are all friendly and the staff are incredible Looking for a good workout this is definitely the place to come!

Fantastic experience: Great workout formats. The coaches are very motivating. I enjoy the benchmarks where you can test your progress every few months.

Fantastic experience: The staff amd Coaches are so professional and knowledgeable. The coahes always provide different options to suit different fitness levels and ways to workout safely. I have been to many different gyms but OTF has been the best, every workout is different and challenging with many options to suit your fitness level. The studio is kept clean. The members are friendly.

Positive experience: Amazing work out i needed a push and trust me this is the best hour , you get a personal coach that motivates you and it’s different circuits to music and the coaches keep you going targeting all body parts no wasted time getting er done

Fantastic experience: From start to finish never guessing what to do, maximizing on time I have, and focus is on a total body workout. Super sweaty at the end and sore the next day!!! Great coaches and staff. I would definitely recommend to anyone at any level.

Negative experience: The workout program is fantastic especially Megan. However the front desk assistance staff has extremely unprofessional poor customer skills. We recently cancelled our membership and it took endless phone calls to finally process the cancellation, in the end, instead of a 30 day notice we are posted for a 60 day cancellation and the "Manager" is NOT responding to emails or phone calls to rectify this despite repeated polite requests. This along with my wife's membership is an $800 in their pocket for no reason whatsoever. Members beware

Fantastic experience: nice working out with a team....1 solid hour of intense structured exercise and cool down methods...Friendly happy to help pleasant staff members

Fantastic experience: Love the place, looking forward to each class! The ratio/combination of cardio and weights is just perfectly tailored to push yourself to max and yet, when you feel that you can no more, a quick brake, at the right time to get to the finish! The place is very clean, always smells fresh despite the numerous pairs of shoes( but please do not misunderstand, this is a very good sign ). Coaches are all professional, very mindful of our proper body posture while on the floor, also not shy on praising and encouraging us! And … the faces you first see when walking into the studio…greeting you smiling and calling your name! This is so pleasing , I really feel welcome there. Meg is just wonderful, keeping me accountable and focused on my journey, will always take time to ask how I am doing, or if busy will still acknowledge me!!! What else I could add?.. just that … is an awesome place!!!

Fantastic experience: Great and clean place

Fantastic experience: Straight forward, motivating and a great workout - in and out in an hour and feel great.

Fantastic experience: Great location, love the instructors!

Fantastic experience: OTF has been live changing. I had been in a health and fitness rut for a long time and finally got the courage to stop languishing and start taking steps to live life with more energy. I decided to try OTF based on recommendations from friends and colleagues and I am glad I did! The workouts challenge me and allow me to improve my fitness at the right pace so I don't get discouraged - a huge credit and thank you to our OTF Pickering Coaches who are instrumental in this. Everyone I have met at OTF have been phenomenal - it is such a great community of people who support and encourage each other to achieve their health and fitness goals and that makes a huge difference. I just signed up for the Transformation Challenge and I am excited for the next step in my health journey. Thanks OTF Pickering!

Fantastic experience: Getting back into fitness after 3 years hasn’t been easy, but OTF has made it fun!

Fantastic experience: I really love Alexis, Meghan, Katherine and Alex

Fantastic experience: The variation in the workout, along with the personal touch and detail from the coaches. Also, can't forget the tunes!

Fantastic experience: The staff members here are awesome. They keep you in check with reminders to come into a class, so that your not wasting your money. They are very friendly and motivate you to work harder.

Fantastic experience: The price is high.. like super high. But... I love the challenging workouts and the group atmosphere. Plus I love the music playlist. The hour goes by really quickly and I have burned 500 calories without even dreading it! The coaches make it fun and motivating.

Negative experience: Poor customer service. Like many others said, I agree that they are only nice to you until you take the membership. The staff do not tell everything prior to take a membership. I joined and had to cancel my membership. From my experience only one coach was good (Megan) and the other one (Katherine) would just keep chatting with people during the workout. Not a pleasant experience.

Fantastic experience: You can always trust that the coach have your best interest at heart. Such a supportive and motivational environment and individuals!

Fantastic experience: OTF quickly became my one true north; my place to myself. I can reset and start over every morning at 5:30am! No matter the pace and pressures of work, family and life in general, after only one hour each day I am proud of myself. I did it! What I cannot seem to do alone, OTF--with the coach training; the group class motivation; the heart rate monitoring; the great music; the variety in full body work, has had me eagerly doing consistently for the past 7 years. This membership has privileges-- by way of non-scale victories, that show up outside of the studio all the time when you least expect them; it's worth every penny to reach new milestones and heights in my quest for health and wellness. I'm worth it. It is impressive that if you just carve 1hr out of a 24hr day, to devote to this OTF self care, the positive ripple effect on your mood, attitude, relationships, outlook, zest for life will amaze you and people around you. Thank you OTF! You've made a fitness person out of me. Who wudda thunk it?!

Fantastic experience: I only have positive things to say about Orange Theory. I'm not someone who loves working out but I feel great after a class. It's like group personal training. On my own I don't know what I'm doing and it can be discouraging but the guidance and direction that I get in a class keeps me motivated.

Negative experience: They are good with service only until you signup. I would never recommend this OTF.

Fantastic experience: Great place to workout amazing staff & coaches

Fantastic experience: OTF Pickering is amazing! It is much more than a fitness class - it is a fitness community that will motivate you to keep going. Down 10lbs in 2 months and dropping thanks to the high energy, and personable/supportive coaching style provided here. My OTF classes have become the highlight of my day!

Fantastic experience: OT gives me Everything I need! , it makes you sweat, works your entire body and you feel great afterwards.The trainers are always pumped and ready to push you to work hard. My day is so much better when I go to an OT class. I encourage everyone to try a class, it's totally worth it.

Fantastic experience: Although the monthly cost is high, the quality of the workouts and the coaching staff is excellent. Each workout is different and very challenging. I leave the gym a sweaty mess every time. The bouncy treadmills are easy on the knees and the studio is impeccably clean. In just 3 months I can definitely see improvement in my cardio!

Fantastic experience: I have nothing but positive things to say about the Pickering Orange Theory gym. I tried it out during lockdown as I craved some scheduled fitness routine to get back into - the front door staff and coaches are very welcoming, non-judgmental, and the workouts are super fun. I look forward to the workouts weekly and am always impressed by the diverse exercises and challenges.

Fantastic experience: Love coming to this location! Friendly staff and great coaches! Really feel good after I leave!

Fantastic experience: I love Orangetheory! It’s been my favourite workout experience hands down. I just have to show up and I know it will be a great workout. I always feel so supported by the staff. The coaches are amazing and so positive. Orangetheory is the one gym/workout experience that I have consistently been able to keep up with - it just works!

Fantastic experience: I can go on and on about why I enjoy returning to an Orange Theory class as often as possible, but unless you try it for yourself, my words may not be effective. Definitely try a class for FREE! Only wish I win the lottery so I can upgrade my membership to unlimited each month!

Fantastic experience: The best gym around!! From the workouts to the staff. I’ve never been more motivated to stick to a gym as I am now.

Fantastic experience: The workouts are a lot of fun. Even if you don’t subscribe to the “theory”, it’s a lot of fun and worth the time. What I have to really commend is the customer service. Fast, friendly and solution oriented. They are really hustling to get virtual now we are in lock down. Emails, booking classes manually over txt because the app isn’t allowing it. They are doing everything to make it easy for the members. The virtual workouts are fantastic. You are in the class. The instructor calls your your name, gives you virtual high5s. It really is great.

Fantastic experience: Awesome! My favorite place on the planet. I go to OTF wherever I am out of city / country too. Best total body workout I have experienced.. and the coaching is awesome, bar none!

Negative experience: Went for trial for two days and ended up paying for two months because they want to rob people. they said minimum 2 months charges has to be paid. Pre authorized. Never again. Not recommended.

Fantastic experience: Great workouts!

Fantastic experience: The best 60 mins of my day! Great coaches ,good communication and always a different workout. You will not be disappointed! Try it and see .

Fantastic experience: One of the best places to workout!

Fantastic experience: I'm loving it here. The instructors are the best, workout is intense and exciting, covid 19 complaiant, very neat environment and customer service friendly.

Fantastic experience: Just a great operation run by seasoned professionals. Quality workouts and just a great experience for the hour long session.

Fantastic experience: wow ... Orangetgeory fitness is your dr am cone true if you love to stay 100% fit for life

Fantastic experience: I have had so many gym memberships in the past, but I was never consistent in working out. Mostly because I didn’t really know what to do while at the gym and would end up spending hours there but never feeling like I got a good workout in and never noticed real results. With orangetheory, I know I’ll be in and out in an hour and I always leave covered in sweat. I have seen amazing results and highly recommend it to everyone I talk to about fitness. For me, it has worked and I just wished I’d joined years ago.

Fantastic experience: luv it

Fantastic experience: Awesome place to workout, love the community feel.

Fantastic experience: The perfect amount of attention, to keep me on track to reach my fitness goals! Thanks OrangeTheory - from someone who previously hated exercise!

Fantastic experience: I love Orangetheory! The accountability forces me to show up, and the friendly staff, amazing workouts and fantastic coaches make it fun. Orangetheory has mastered the best training program to keep me going back. I can't recommend them enough.

Fantastic experience: Great studio, incredible staff and a friendly and fun environment. 5 stars are not enough

Fantastic experience: Amazing coaches & staff. Got me out of a slump and back to feeling better than my old self. They have been outstanding throughout this pandemic we’re all living in - going above and beyond to keep us all safe, sanitary, and still kick our butts with killer workouts. Eight months into a pandemic, I don’t know where I’d be without this place! Thank you to the OTF Pickering staff for all you do to keep us safe, sane and healthy!

Fantastic experience: Great workout. Plenty of opportunity to go at your own pace but also get a good sweat on!

Fantastic experience: Orange you glad you joined...lol My wife likes it

Fantastic experience: I love it. Coaches and staff are amazing. The concept of OFT is fantastic, it does work. For 55 minutes I get a great workout.

Fantastic experience: Pickering OTF has the best coaches and staff. Judgement free environment that makes you always feel welcomed. Coaches are always willing to provide support & guidance throughout the workout. So happy this is close to home, best gym in Pickering!

Fantastic experience: Amazing coaches and staff!!! Best decision my husband and I made by joining Orangetheory Pickering! They make every single workout unique and fun. Highly recommend this gym and location! You won't regret it :)

Fantastic experience: I enjoy the challenge, the variety and the community spirit at this location.

Fantastic experience: Great group of people all around at the Pickering location.

Negative experience: I had given them A 5 star rating but now 1. OT owner should wonder why or he already knows. Well I quit OT. When I first started I also felt WoW.. I was wrong. We only learn through our own experiences as the time tells all.

Fantastic experience: Be prepared to empty the tank at every class! Very intense. Love it!!

Fantastic experience: Fantastic workout classes. You work at your own pace and only compete against your own previous achievements. I’ve had open heart surgery and this is the best program I’ve found. The staff, by the way are amazing!

Fantastic experience: Absolutely great place for workout

Fantastic experience: Great workout

Fantastic experience: Solid instructors and great staff

Fantastic experience: As a new member, I don't have a lot to go on, but from what I have seen, I like the group atmosphere and the extra push from the instructors (they have a lot of energy and drive). It is easy to keep motivated and focused in this environment. I have great hope for success .

Fantastic experience: I was worried I would walk in and be instantly intimidated. The staff made me feel like part of the OTF family the minute I walked in. Emma explained everything SO well, and the instructor, Meghan, made me feel amazing and looked after while I worked out. I will admit, there's a bit of learning involved that I'm still trying to understand, but after my workout, I instantly signed up. This was the best experience ever. Thank-you!

Fantastic experience: Great workouts. You leave feeling rewarded!

Positive experience: Our staff attend and are happier, healthier work life balance is better.

Fantastic experience: I have been a member for a year and a half, I'm addicted to the workouts as they've helped to change my life. The coaches and staff are always accommodating, welcoming, and knowledgeable.