★ 1

Negative Experience at Orange Theory Surprise Gym

As a current member of Orange Theory, I am compelled to express my dissatisfaction with the recent experience I had at the Surprise, Arizona Gym. The owner, Ryan Burn, exhibited a profoundly unprofessional and disrespectful attitude towards a visiting guest, which is unacceptable for a manager, let alone an employee.

Mr. Burn’s behavior made me feel unwelcome and dissuaded me from continuing to participate in the Orange Theory community. His actions demonstrated a lack of empathy and a disregard for customer service. When I confronted him about his inappropriate behavior towards me, a guest he had never met, he attributed it to being extremely busy on Thanksgiving. However, it is noteworthy that there were only two people at the desk at the time of the incident.

Despite my attempts to offer a cordial farewell, Mr. Burn responded with an eye roll and failed to acknowledge or express any gratitude for my presence. He proceeded to greet every female member present and greeted me with a dismissive and condescending demeanor. Furthermore, I was ignored by Mr. Burn until a female member caught his attention and allowed her to bypass the line, knowing that I was standing at the desk.

This experience has left me deeply disappointed and motivated me to cancel my membership as soon as I return to Colorado.

In addition to these concerns, I was informed that I would be required to pay an additional $10 to borrow a heart rate monitor. Since I do not carry this device with me when traveling, the absence of a system for visiting guests appears to be a financial exploitation tactic. Consequently, I will not participate in this program.
Your business name, Orange Theory, is derived from your training method in the “Orange Zone.” However, if you are unable to perceive this when you are in the class, the experience becomes meaningless. Providing exceptional customer service would be crucial in retaining existing members, as they contribute significantly to the salaries of the talented trainers.
It is deeply unfortunate that a gym prioritizes financial gain over the well-being of its members, who support the trainers. Two exceptional trainers, Hales and Natalie, were instrumental in salvaging this gym. Without their expertise, it would likely face closure due to poor customer service and a manager who lacks the ability to create a welcoming atmosphere within his establishment.
Orange Theory has the potential to improve and provide a better experience for its members. Do better Ryan

Source: Google

★ 5

11/2025- Hales, Tanner, & Deshay, thank you for being so welcoming to a visitor! This is one of my favorite studios I have dropped in because of the coaches and members.

11/2024- HALES 🤩🤩 let’s just start there!! You are the bees knees! Thank you for your positive vibes. Also, this studio is wonderful. Other friendly staff members and also friendly members. Every day, some one came up and introduced themselves and gave me different recommendations on places to try or things to do.Highly highly recommend. Can’t wait to go back!

Source: Google

★ 1

I literally never write reviews but I'm kind of shocked by the treatment I received from this location.

I signed up for a free class and somehow the dates got mixed up and I showed up 30 minutes early as instructed, but found out I was signed up for the following week. At first it seemed like a big deal that I was there on the "wrong" day, not fault but whoever scheduled me. Thankfully the class wasn't full so I was able to take the class. Coach Tanner was helpful and got me hooked up with a heart rate monitor and the class was great! Tanner is a helpful coach and extremely motivating but the studio manager, Ryan, is not so great. The second I said I had to think about the price of signing up he completely wrote me off.
Then come the following week, I get a charge for a class. I called and left a message about the charge since the studio was closed at the time. Ryan gave me a call back and was immediately confrontational. He said I was charged because "I had reserved a class, equipment and somebody's time and didn't show up, therefore I was charged a "no show" fee". I explained to him that l in fact already took my first class (attached a photo of my summary) because there was a mix up with scheduling. He claimed nowhere in the system did it show I took my initial class. So apparently they never moved me over from the other class. He didn't remember the incident at all and kept asking me questions about how I signed up for my class, what time, and so on. He eventually said he would refund my money but never did he apologize for the inconvenience or mix up. It's very
unprofessional and disappointing because I really did enjoy the class and was considering signing up. With his attitude I'm sure he couldn't care less about a negative review or a lost sale anyway.

Source: Google

★ 5

I have been a member now for over 5 months and I have really enjoyed it. The trainers here all do a great job and the classes are also diverse for all fitness levels. I highly recommend it!

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★ 5

Great job by the entire team. A decent place for what I needed.

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★ 5

NatalieW is the best coach. I went to her class tonight and beat my personal records and I liked her music. She also really helps me with form and she is really encouraging.

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★ 5

Everyone in OTF surprise are AMAZING! From Ryan to all the coaches, Tanner, Natalie, Hales! I like how each coaches are unique with their personalities and attitude, making it less "boring" by switching from one coach to another depending on the day! I can say that I feel great that I can switch between coaches because sometimes I get busy with work and school and have to book different schedules/times. They're all so amazing, welcoming, and great at appreciating your hard work! Been recommending this gym to others !!

Source: Google

★ 5

Natali and Ryan are amazing. Workout challenges me every time. Their Positive energy is contagious

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★ 5

OTF Surprise is amazing! The coaches are extremely helpful, supportive and friendly. If you haven’t been, you should give it a try.!

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★ 5

I’ve been a member of OTF surprise off and on for two years now. It’s the best workout around. The coaches, are great, the studio has a wonderful atmosphere. Whether you are a five-star athlete or just getting started, there is a place for you here. I never feel out of place, judged, or weak. It’s about personal growth and this team (Ryan) wants you to achieve that personal growth. First class is free. Try it out and invest in yourself.

Source: Google

★ 5

Absolutely love this Gym! Everyone is truly fantastic from management to all the coaches! The community of members is nothing but exceptional! When you come here you are most definitely surrounded by a family ❤️‍🔥 Best yet the workouts and class templates keep me coming back for more! Love meeting my goals At the Surprise location! Keep doing what you do!!! Much love 💥💪🏻❤️‍🔥☠️🫶🏻

Source: Google

★ 5

Great workout. Love Natali

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★ 5

I am 3 months in to my membership and LOVE this gym. Ryan and ALL of the coaches are extremely knowledgeable and motivational. You are greeted by name and made to feel so comfortable in this environment. And the workouts are kicking my butt (in a good way!).

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★ 5

I’ve been working out here for 3 months and I love it! The coaches are so nice and work with my skill level ✨ Definitely recommend!

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★ 5

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★ 5

Brian runs a fantastic gym. Responsive and enthusiastic about your fitness goals, really champions for his clients. 1st day/workout and I already feel like I have found my new gym. 10/10 Recommend!!!

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★ 5

I LOVE THIS PLACE. Signed up immediately & can’t wait to go back

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★ 5

I really enjoy that it is always different! I also like that it is challenging. But most of all I love that I don’t have to plan anything or figure out what I’m supposed to do at the gym. I just show up and do what has already been planned for the day.

Source: Google

★ 5

This is the most effective full body workout I’ve ever done! The coaches are amazing, and the members are friendly and cheer you on. I high recommend trying it!

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★ 5

I love OTF Surprise. The coaches are amazing. Love 5am with Coach D and Tanner. I've tried other fitness programs but have never been consistent except with OTF. The workouts work and it's a great community to keep you motivated and encouraged.

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★ 5

Great work out with trainers to help you along the way. Check it out for yourself! 💪

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★ 5

Orangetheory Fitness surprise is an amazing fitness studio with very educated coaches and management. They are always warm, welcoming, and encouraging. The OTF workout is dynamic and challenging that is accommodating to any level of fitness. What makes this studio my favorite are not only the amazing coaching and fulfilling workouts, but the family atmosphere that this group exudes. I’m an OTF girl for life!

Source: Google

★ 5

Deadra & Ryan are the best 💪

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★ 5

Best hour of my day! Worth every penny!!!!

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★ 5

I was hesitant to join OTF since I’m a plus size woman, but I finally got the courage to go for the first time and I’m hooked! There are people from all ages, genders, and sizes and every single coach there encourages you in every single class. The group sessions are a complete game changer. Everyone is working hard, sweating, breathing hard and just pushing themselves harder every class. The team also incorporates challenges that continuously motivate you to want to push yourself and show up. If you’re thinking about joining, do it! The hardest part is just showing up!

Source: Google

★ 5

I’ve been going to Orange Theory for nearly a year and I love it! The coaches are all amazing. They take the time to get to know everyone on more of a personal level, and they push you to work harder and reach your goals. The workouts are doable but challenging. I remember feeling kind of intimidated at my first class, but by the second or third I was able to get a hang of the routine. I go twice a week, but when you sign up you have access to workouts on the app as well, so you can work out at home on days when you can’t make it to the studio. I definitely recommend!

Source: Google

★ 5

I have been going to OTF Surprise for almost a year now. All of the coaches and the studio manager Ryan are very welcoming and help to me keep on track with my fitness goals. The other members are also very friendly and supportive.

Source: Google

★ 5

I absolutely love OTF!! I use to tell my co worker I would never sign up it’s too expensive.. all I did was try it once and fell in love. It really puts yourself in the “love yourself” mind set. The coaches are amazing especially coach Tanner and Deadra. They always provide positive feedback and let you know if you are doing something wrong. I use to think it was for fit people. The good thing about it is it is for everyone and you go at what’s comfortable for you!

Source: Google

★ 5

Great workout in just an hour. Easy to schedule into the rest of my life, so fitness never gets pushed to the back burner. OTF Surprise has great staff and coaches who take a personal interest in members and want to make each visit worthwhile and meaningful. The studio is clean and modern and the equipment is well-maintained.

Source: Google

★ 5

Finshed my first workout and wow, it was awesome. Ryan (manager) is such a kind and caring human being. He walked me through the process and introduced me to the coach, Natalie. Natalie spent time prior to class and throughout. I left feeling a sense of hope for improve physical and mental health. Thank you Ryan and Natalie!!! I look foward to working out again

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★ 5

It's dope keeps you motivated to be you .. work hard and just keep pushing .

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★ 5

I'm loving this place. Best decision I have ever made. Fun atmosphere. Upbeat and a great workout.

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★ 5

LOVE this Orangetheory location!!! I took class here twice whilst vacationing nearby. The owner is the nicest guy!!! Their coaches are also great. Thanks for providing a positive workout environment!!

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★ 1

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★ 5

I feel it could be a lot cleaner over all.

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★ 5

Amazing studio and instructors! I ended up getting sick the day of my class. I called to cancel and the manager Ryan was so nice and credited my class back so I could use it once I am feeling better. I would definitely recommend the surprise OTF to anyone!

Source: Google

★ 5

Great workouts. Great coaches. Great people!

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★ 4

Orange Theory is a great workout and the coaches are great. I recently came back after leaving a year and a half ... I am so happy I made that decision but time will tell if management really cares about the members or if we are just dollar signs.

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★ 5

I’ve always heard about Orange Theory, but it wasn’t until January when I decided to give Orange Theory Surprise a try!! 5 months later, I can honestly say it was the best decision I have ever made. The workouts are designed to push you to your limit no matter what your fitness level may be.
My favorite classes are with Coach Terri!!! She goes above & beyond encouraging you to do better, motivates you to conquer your goals, & makes you feel as if you are apart of a family.
The energy and positive atmosphere in her classes keeps me motivated and makes me excited for future classes.

Source: Google

★ 5

Bringing Ryan back as manager of OTF Surprise has made such a positive impact on this studio. His ability to create an environment that makes members feel like part of a family has been one the reasons I keep coming back. In addition, Ryan has been instrumental in supporting all members to reach their fitness goals by offering assistance with nutrition and focused work outs.

Source: Google

★ 5

Just keeps getting better. Our coaches are awesome, always pushing us to do our best. Studio manager Ryan is always willing to help with diet and exercise to help us reach our goals. My OTF family is the best!

Source: Google

★ 5

This is my home OrangeTheory studio. I have been going there four to five days a week since September 2016. It is well run and professionally maintained. Ryan Byrne, the Studio manager is enthused, focused and dedicated. He has the unique ability to know each member, engages with them and encourages everyone to excel. I highly the OrangeTheory program and this studio.

Source: Google

★ 5

OTF Surprise is family! The staff is professional and friendly and will go out of the way to help. The facility is clean and welcoming and the workouts with my gym family are always inspiring. Come join the fun

Source: Google

★ 5

I’ve been a member now for roughly 4yrs, and still look forward to going and taking the classes. The trainers(Tanner, Meagan, Nik) of the classes I attend, always motivate members to work a little harder and make the classes enjoyable. They also are very knowledgeable, and make sure that you’re exercising correctly to maximize your efforts. Ryan the manager truly cares about the members, and really cares about the studio. His knowledge around nutrition is extensive, and always will help with proper nutritional recommendations to get you to your health goals. His enthusiasm around health/fitness/OTF also is motivating, and gets the members to give a little more when you’re sweating in the class. You will be exhausted after every class, and looking forward to the next class before you leave the studio.

I honestly couldn’t recommend OTF Surprise more if you are looking to get into shape and stay in shape!

Source: Google

★ 5

I love working out at Orange Theory Fitness in Surprise. The classes are small and feels like I have a personal trainer again but at a fraction of the cost! The coaches provide personal instruction on the weight station and keep me motivated!

The workout studio is very clean, always has been but they’ve kicked it up another notch to keep all of us safe during this pandemic.

The classes are different everyday and challenging at any level of fitness. I’m starting at the bottom at age 49 but I can do this! I see all fitness levels in class: beginners to marathon runners to body builders.

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Source: Google

★ 5

I have been going to OTF over 4 years and absolutely love it!! If you are wanting to start living a healthier life or want to see results call Ryan to sign up and you will not be disappointed. I have met so many new friends that they have become family friends, this includes Ryan and the coaches. We all celebrate each others success and cheer each other on during and after classes. Best place to workout where there is no judgement just family friends staying healthy together. Call Ryan today and don't miss the fun!!

Source: Google

★ 5

I have been going to OTF surprise for several years and live the staff and the workout. Every class is different and challenges me in different ways. I like the community it brings and appreciate their measures they take to keep us safe.

Source: Google

★ 5

I LOVE challenges and every day I workout at OTF Surprise it's a different challenge. I am in constant competition with myself, and I am doing things at 50 that I couldn't have done at 30. When you workout by yourself, it's easy to let your mind talk you into quitting because you feel uncomfortable being challenged. The amazing coaches remind you that you can push past that uncomfortableness and achieve things you never thought were possible. Whether you want to lose weight, get stronger, make new friends or feel like you're part of the "orange" family, OTF Surprise is the place for you!

Source: Google

★ 5

I love the coaches here! Everyone is so friendly and motivates me to do my best. At Orangetheory, you make your experience as hard or as easy as you want. The coaches really work with you! They also show alternative moves to support people who have injuries and if you ever have a question they are always happy to answer!

Source: Google

★ 5

Love OTF Surprise! Our coaches are amazing at the way they push me exactly when I need it. They are great at correcting my form in a constructive way that in no way makes me feel inferior. I love the way OTF does all the prep work for me. I just have to show up and I know that each and every time I will get a killer workout! I also LOVE the 5am crew! ;)

Source: Google

★ 5

Love our Coaches & class participants. Everyone is nice & I have made lots of new friends. If your struggling at the gym, try OT it’s very motivating.

Source: Google

★ 5

I absolutely love orange theory! Best work out in an hour. I always leave feeling good and like I got the most out of my work out I could in an hour. All the coaches are amazing!!! Coach Nick is one of my
Favorites, he is super uplifting and brings a great energy to the space!

Source: Google

★ 5

If you need motivation this is the place to be. Coaches are amazing, they keep you pushing. The place is clean, the music is great and everyone is so nice. So glad I finally decided to reach out for help to finally aim for my goals.

Source: Google

★ 5

My very first orange theory class was here at the Surprise location 5 years ago and I can honestly say I love this location even more today. The instructors and staff always acknowledge me and make me feel like family. I appreciate all their support and praise every time I crush a work out. Thank you Surprise OTF for being so awesome!

Source: Google

★ 5

I love Orange Theory Surprise. I take classes there 5 times a week. The coaches and staff are great. Everyone should try out Orange Theory Surprise

Source: Google

★ 5

I absolutely love Orangetheory Surprise. The support from the coaches and the atmosphere helps keep me motivated!

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★ 5

OTF Suprise is the best! Very friendly staff making you feel very welcome. Cleanest OTF I've been to yet! You might find a cheaper gym elsewhere but you wont get results like you can with the Orange Theory workouts. I used to hate working out but now I love it! Doesn't matter what your fitness level is, Orange Theory is for all levels and the best workout I've ever done. Thank you OTF Suprise!

Source: Google

★ 3

I have been going to Orangetheory for 3 years now. It's amazing on our coach turnover. Just when you get to liking someones style they end up leaving. Some leave on their own and some have no say when they leave. Since all coaches have their own style I think its important to have a variety of coaches. Each coach motivates you in a different way and having the same one each day will definitely loose not only mine but others motivation as well. Hope 2020 is a good year at Orangetheory!

Source: Google

★ 1

Not worth the money because of such restricted hours.
Great concept working with a trainer yet still not worth the money.
I’ve joined a 24hr gym close by and it works perfectly.

Source: Google

★ 5

Such a great environment here! Encouraging and motivating. Everyone in the staff is amazing. Always welcomed with a smile and from time to time a high five. I’ve been going here for about 2 months and they make you feel like you’re all family!

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★ 4

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★ 3

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★ 5

Never been I go to Bell West Chiropractic

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★ 5

Great work out with great monitoring and motivation. Great investment on yourself.

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★ 5

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★ 5

Love it here! They treat you like family!

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★ 5

I love how energetic the workouts are! I've only gone a couple of times, but I have so much fun during the work out that I don't even really notice that I'm working out. Being very competitive, I like to push myself to make sure that I'm always in the orange or red when I work out. My sister and I have made a game out of our Splat Point earnings and at certain intervals, we reward ourselves with set prizes. This gives even more incentive to us to push it to the limit!

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★ 5

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★ 5

So much fun here! Always a good time, and always look forward to taking a class with trainer Tyler!

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★ 5

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★ 5

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★ 5

The trainers had great energy, and kept helping me improve my range of movement on deadlifts.

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★ 5

Full class, yet instructors make sure you're in correct form. Feels one on one.
Air conditioned workout room.
Love seeing my levels as it's happening. Makes me work harder to burn more calories. Love hitting my "splat"!!!
You have to give it a try!

Source: Google

★ 5

Great concept, friendly and helpful staff, with motivated coaching.

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★ 5

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★ 1

Very hard to quit. They make you come in and wont let you cancel on the phone

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★ 5

Absolutely love the energy of this place! Each class you have the opportunity to challenge yourself while you get stronger, to beat and overcome your doubt and go for the ALL OUT distance.

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★ 5

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★ 5

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★ 5

Great workout and instructor. Definitely pushes you to go all out to have a great workout

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★ 5

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★ 5

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★ 5

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★ 5

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★ 5

Orange Theory is the next wave of fitness training, I highly recommend it and to educate yourself on the science of the Orange Theory concept. I feel it’s the most benificial way to train and why I believe it’ll be the biggest workout routine soon.

Source: Google

★ 5

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★ 5

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★ 5

The coaching, the atmosphere, the motivation, the people, the EVERYTHING! I love the results over the last 16 months too! I feel better than I ever have!

Source: Google

★ 5

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★ 5

Since I started Orangetheory in mid-January, I have transformed into a new person! I've lost 20 pounds or so, but what I've gained is SO much more! When I started working out at OTF, I was at my highest weight and feeling horrible about my health. My knees hurt, I hated how I looked, and I couldn't stand how I felt.Then I made the decision to do something about it and I came in for my first class. I walked on the treadmill that day and couldn't physically even do a sit up. I tried, but my core was so weak.With everything I have on my plate, owning businesses and running our household, I love that I don't have to think about what my workout will be that day. I come in and my coach tells me exactly what to do while making it fun at the same time. The music keeps me motivated and my coaches push me harder. I want to make them proud of me!My body has completely transformed. I have muscles where I never knew I could have muscles! My core is strong (I can do sit ups!) and I can now run on the treadmill. You'll find me trying to convince my family to go hiking with me and a new bike is on my Christmas list this year. I've made new friends at OTF and have a new confidence... not only about my health and body, but also for the work that I do and the fun that I have.Thank you OTF Surprise for helping me, supporting me, and being a part of my daily life. I'm so grateful!!!

Source: Google

★ 5

Love this studio! From the awesome front desk staff to the fun and energetic trainers to the challenging workouts- I love working out every day.

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★ 5

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★ 5

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★ 5

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★ 5

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★ 5

This location has very nice treadmills and a really great staff. OTF is great for anyone of all ages. If you need a kick in the butt, this is a great place to get that. The great thing about orange theory is you can do things at your own pace, your hear the coaches say it constantly "Listen to your body". Just focus on yourself and get through the hour. I highly recommend having a friend join with you.!

Source: Google

★ 5

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★ 5

Such a friendly staff! I love this location. OT really makes you accountable for working out. They also have a free class for your first time. It's worth a try!

Source: Google

★ 5

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★ 5

It is a really good workout. You don't have to try to figure out what to do, they tell you. Which is way better than going to the gym and trying to find things to do. I also love seeing everyone stats, it drives me to keep pushing

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★ 5

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★ 5

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★ 5

Fast paced and intense! Always different and challenging. Perfect for working people too with convenient times.

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★ 5

LOVE OTF Trainers, Staff and facilities!! ALL-OUT!!

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★ 5

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★ 5

Great staff from management to instructors to front desk. Great workout to fit what I was looking for. Instructors are great at motivating you to do the best you can.

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★ 5

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★ 5

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★ 5

Love it.

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★ 5

I have never felt so welcomed in any fitness facility before! The staff walked us through everything including modifications for my knee. The members were just as welcoming and help us through the workout and gave encouragement throughout. I am not a small person but here I finally felt that I could make a difference in my health without feeling judged. I highly recommend this facility!

Source: Google

★ 5

This is the only workout I have ever kept up with. Joined when it opened, got off to a slow start, but got on track. I've been going 5 times a week for the last 4 months. Best thing that I ever did for myself. Great coaches and front desk staff! I can't say enough good things about OTF and the Surprise location!

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★ 5

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★ 5

Great staff! Awesome Trainers. Everyone should be doing Orange Theory. :)

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★ 5

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★ 5

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★ 5

The intensity, the coaching of cues and encouragement, the workout partners (even though I don't know anyone yet, just having others doing it along side)

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★ 5

It works for me because of the trainers. They teach, guide, and push you. I was clueless as to what to do in a gym... and I lack personal motivation. I have never been pushed so hard. It's crazy because it isn't like the coaches are drill sargents or anything like that! I think it's the competition factor for me.. to try my hardest to stay in the orange and to get those splat points. It's like a game kinda! Walking through the door is the hardest part for me. After that is all good! It is just one hour! You feel so amazing afterwards... it is so worth it for me! I love OrangeTheory!

Source: Google

★ 5

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★ 5

The greatest 60mins you'll ever spend working out!

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★ 5

The trainers are highly motivating and full of knowledge to help me reach my personal goals. I am stronger in my 40's than I ever was at 20!!!

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★ 1

I had the exact same thing happen to me as the other user explained. I never heard of OT before and they said I could try out a class when they opened, or go to the Glendale location (which was/is owned by the father of this man I spoke with). But to guarantee a special rate lock, I had to sign papers now. If I liked the OT class I would sign anothet paper putting my cc info on the front where it was suppose to go. I was told the Surprise location was going to open in August. I took pictures of the form I signed and was assured that there wouldn't be any cc charges. They told me it was actually ILLEGAL for them to charge my card since it was wrote on the back of the form. It was a formality to get me in the system so I could be contacted when the store opened and have my special rate locked in. I was NEVER contacted to say the studio was open. They charged my CC on Sept 10th and Oct 10 without my authorization! I only knew they charged it because I was called about my over due balance. I never use that card so I didn't know how that was possible. I was in utter shock when I saw the charges from OT. I disputed the charges with my cc company today and I called Orange theory fitness. I spoke to the manager and she assured me I would be refunded and no further payments would be taken out, without any reasoning or apologies for their actions. I'm glad they didn't charge the fees for their watch in there too. What a scam!

Source: Google

★ 1

I joined OrangeTheory back in July, and was very exited to start at OT. I was told that they would open in August and that I would receive a call when it open. At the end of August, still no call from OrangeTheory. I called them to cancel my membership. Come September, I was charged $160 from OT. I called OT to get a refund. I told them that I canceled my membership with "so and so" and I was informed that that person no longer worked at their location and they would refund my money. 3 or so days later, I was refunded $100 of it. I called them back, and the line was disconnected. And again this month, I was charged an additional $60. I am very disappointed in their business practices, and I am glad that I ultimately canceled my membership.

Source: Google

★ 1

I'm going to file a formal complaint this morning about the operations and how poorly OTF conducts business. We were lied too when they presented the pre-sale packages early July,. We were told it was going to open ealy August or by the 15th no late. They opened Sept 8th and never contacted us to say that the OTF studio was open, they have charged my CC on Sept 10th without formal approval and there's more. The only way we knew it was open was after looking at our CC statement. They asked me to sign papers that would lock my wife & I into a special rate but couldn't give me a copy of the paper work so I took photos, They asked for my CC and told me that they are going to write the number on the back papers but it wouldn't be charged, just to hold and lock in the special rates for my wife & I. Now I've been billed twice without being contacted or informed that they are open? Are you kidding me! Look at Google reviews. They are getting hammered and there's going to be more people like me who are going to call this OTF out on the way they conduct business. I took a class a year ago in Stewart, Fl and was hooked. I was excited to hear that OTF was going to be opening a studio in Surprise, AZ but no longer. Zero customer services, Zero communcations, Zero across the board. I've reached out to the BBB of Arizona and will take this to the Atteroney General if I'm not reimbursed the charges that were made on my CC without my approval and will not be joining OTF period. I'm not a complainer and work as a Resort GM for the past 27 years around the world & with the creators of All Inclusive Resorts Club Med and understand customer service but this is uncalled for. Shame on you OTF!!! They don't even deserve 1 star but needed to give it a star to post our frustration.

Source: Google

★ 1

I joined OTF at the lake pleasant location and have had a good experience with them. I was close to cancelling my membership because I was moving. I was contacted by phone and told that the surprise location was opening up and was told I would be given a lower rate to stay on. When I called the surprise location I was told it was an unauthorized price rate and there was nothing they could do. This is dishonest and unprofessional. My other complaint is that the app doesn't work properly with tacking workouts, isn't emailing results as promised. The front office staff is inexperienced and doesn't know how to work through problems or bring in more experienced associates. The trainers are great and have nothing to do with billing or the app. This is very annoying as a customer to be told one thing and not following through on it.

Source: Google

★ 1

Wow, so glad I'm just visiting surprise, AZ. I was going to go to a class or two while I was here but after reading these reviews I think I'll pass. I live in Colorado Springs, Colorado and go to the Stetson Hills studio. I've been a member since January and we totally love the trainers/staff at OTF. They ROCK!!! It's unfortunate the new Surprise studio started out so poorly.

Source: Google

★ 1

Matt Kafora is illegally charging customers for a contract they never signed.
I was charged for the heart rate monitor and a months access fee and never
even went to the facility.....This is B.S.

Source: Google

★ 1

Signed up in July at the pre-sale event the sales person "Eddie" gave my husband and I a couples rate of $60.00 a month for the 2 day a week package for each. So when we called to see if they had opened yet...I asked them when was my account going to get charged for the $120.00 for both my husband and me. The girl said "unfortunately we cannot honor the price you were told at pre-sale, the price was not authorized by corporate. So your rate will be at $79.99. Their where many customers that were quoted prices that were not authorized by corporate so I'm sorry but your new rate is this". Not a good way to start up a new location by lying to customers and it's guaranteed that they will NOT get any referrals from us. Despite that the verbal and written contract stated different, Orange Theory will not honor prices!

Source: Google

★ 1

So me and My wife signed up for a new gym. We were waiting for them to take out the money for the fees. But it is a new gym and they didn't open until September 8. Then I called them to ask when they were going to take the money out. This lady replies to me yeah we're taking 129 each out of month starting tonight. I spoke to her and said I am confused because they told us it would be 109 a month if we signed up when we did two months ago. I just spoke to the manager and she told me, it was a mistake on the sales people's part. Then I told her I understand that but I think that you should be a person of your company's word and stay with the 109 a month it's a lot of money as is and I can'tafford anymore. She goes on to tell me it's out of her hands it's corporate's fault. I am bringing this to peoples attention in case they decide to try to sign up at Orange theory fitness in surprise. It is very unorganized and even when I have proof of the text messages that the sales person sent Amanda they will not stick to their word and keep the rate they gave us. I am not sure of other orange theory fitness are like this but I am just giving everybody a fair warning to be careful

Source: Google