★ 1

Nice coaches but very rude front desk staff, hopefully just a rare case. Would not recommend.

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★ 5

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★ 5

Excellent instruction for someone new like me. Great sense of community. Annie and Laura Ann are really good teachers.

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★ 1

I’m extremely disappointed with the way I was treated at this gym. I was charged a late fee for being just one minute late, which is already unreasonable—but what made it worse was the attitude I received from the staff member, Chloe. When I calmly asked to speak to a manager, she flat-out refused and claimed the manager was “out of town,” which I later found out wasn’t true.

She wouldn’t even give me her last name—probably because she knew she was wrong and didn’t want to be held accountable. What’s worse is seeing other people given flexibility while I was treated with blatant disrespect and bias.

I’m not canceling my membership because of a late fee—I’m canceling it because of Chloe’s dishonest, unprofessional, and possibly discriminatory behavior.

You’ve lost a loyal customer because of one person’s power trip.

Unacceptable.

Source: Google

★ 1

I was in VA for a month and decided to try OrangeTheory based on family recommendations. I was told I could take classes for a month and just needed to cancel 30 days in advance. However, when I called to cancel, I was told my only options were to terminate immediately or pay for 60 days — even though I wouldn’t be there past one month. They also said they don’t offer 30-day memberships but charge on a monthly basis. I chose to terminate rather than pay ~$200 for two months. The employee said they’d process the termination and asked me to submit a cancellation form as a precaution.

The next morning, the manager, Amanda, called and said I missed a class (which I had signed up for before terminating). She then told me I had two options: pay for a 60-day membership or terminate with a $20 cancellation fee — which I later discovered was actually $28. I explained no one had informed me I still needed to cancel the class even though I terminated, but she said it was my responsibility and not their job to remind me. She also mentioned she couldn’t process my termination sooner because it required her approval and she only works certain hours — which felt unfair since it depended entirely on her availability.

Overall, I felt the policies and fees were poorly communicated, there was no grace period despite being a first-time customer, and the experience felt unfair and frustrating. I don’t usually write reviews, but I hope this helps others avoid a similar experience.

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★ 1

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★ 1

Amanda, the manager is unprofessional. Instead of talking to potential clients/employees as people, she has her staff say she’s unavailable.

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★ 5

Love Lara Ann! This place has changed my life in so many ways. I’m mentally and physically healthier.

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★ 5

Wherever you are in your fitness journey, try OTF Short Pump! Admittedly I was intimidated before I began that it was going to be too intense, but I couldn’t have been more wrong. The coaches and staff are supportive and encouraging and the community of members is the icing on the cake. I truly look forward to working out and the accountability OTF provides.

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★ 5

Whenever I pop into this studio the front desk staff are always so welcoming and helpful. Whenever I've had questions or concerns they've always been more than accommodating. The classes well coached with modifications available if you need them.

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★ 1

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★ 5

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★ 5

My daughter and I took the free class 3 days ago and still cannot walk. You will definitely get a workout here. They have weights, rowing machines, and treadmills.

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★ 5

The energy at this gym was infectious! I came in for a free class to check out the facility. They were very welcoming and answered all my questions. The class itself was lit!! I absolutely loved the coach and the support she gave me during my first experience at Orange Theory. I will definitely be returning.

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★ 5

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★ 5

Orange Theory Short Pump location is fantastic! The coaches and staff are wonderful and the classes are such high energy and fun. They have a variety of times and classes to pick from. I am loving it here.

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★ 5

I have loved Orange Theory for almost 4 years!

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★ 1

Not happy with the management.
Tip:
If you think you signed up for one month, that's in fact a 2 month lock. Read instructions careful as it says you have to give 30 day notice and if you decide to quit after one month, you can't, whatever reason you mention, even if you are dead, they want to charge you irrespective. So it's a 2 month LOCK in contract as you sign up which they don't tell clearly during signing up..

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★ 5

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★ 5

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★ 1

Worst studio I’ve ever been to. The front desk girls are rude. I was charged a late cancelled after already been inside the studio checked in with a station to start at. Didn’t even give me a waiver paper to fill out but made sure to ask for my card to charge me. ( she said I was too late when I wasn’t I was still within the 5mins grace period but I wasn’t going to argue with a college kid on a power trip ) I’ve gone to over 20 different studios all over the country and have never had any incidents whatsoever. Bathrooms smell like urine. Staff was rude. Who wants to work out in a place like that? If I could give zero stars I would.

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★ 5

Great workout and awesome coaches! Can’t be beat!!

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★ 1

I was first in the waiting list and somebody that didn’t even sing up for the class sneaked in. When staff member realized that someone did sneak in they did not do anything about it, just said to me sorry people are not nice sometimes. I have been a member for a year and in all other studios they at the bare minimum take them out. I do want point out that the staff member was friendly but when your job is to prevent this from happening that’s not acceptable.

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★ 5

🙌🏼 The BEST fitness facility ever!🏆 I’ve been a member here for over six years and love this gym. 🍊 From the coaches, the administrative team, and the management, everyone is so welcoming and willing to go out of their way to help with your fitness goals. 💪🏼
➡️ I’ve been especially impressed with the new assistant manager, Maddy! 🤗 🌞 She’s always positive and very genuine, seriously the most friendly soul, and always eager to help with any and every issue I ever have! 🌎 The world needs more Maddys!!! 🧡10/10 would recommend OTF-SP! 💯

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★ 5

Want to have a workout that actually works? Definitely a hard workout but I’ve never felt I was really working out until I started at OTF. Would recommend it to anyone.

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★ 5

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★ 5

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★ 5

I spent 3 years in RVA, and I loved my time spent here at the Short Pump OTF studio. Stacy is such an incredible head coach, and is surrounded by a team of other superstar coaches, Claudia and Kara.

Whenever I am back to visit RVA, I will definitely be attending workouts at the Short Pump studio.

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★ 5

Workouts are challenging but allow you to work at your own level. There's encouragement to push yourself but never to compete with others. I love the periodic (positive) instruction and reminders about how to avoid injury. Everyone who works there has a great, positive attitude and I always leave feeling happy and accomplished.

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★ 5

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★ 5

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★ 5

Amazing workout and super friendly staff. When you leave the studio you feel like you have achieved something.

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★ 1

Worst Experience with staff member!!! "FELT LIKE BEING TREATED DIFFERENTLY FROM OTHERS"

I had joined otf 2-3 months ago and had joined as premium member.

Yesterday I had the worst experience ever. The front desk member Amy was very rude.

In otf they write your names on first come first serve basis. I had class at 7 am, and I reached around 6.45 am and was 4th or 5th person to be in the room. Within next 5-10 mins, other members arrived and Amy started writing the names.

Amy already took names of people that arrived before me, that's okay, but when she was walking towards me, she took name of the person sitting besides me and then she looked at me and then just walked past me without taking my name. That was super rude, she then just went back to her front desk.

When I went on the front desk she is not even saying sorry I missed adding your name or anything as such, she is simply like I will take the name now.

By this time I had lot of anxiety with so many people around and with this rude behavior of Amy. At around 6.58 am I said I am not feeling well, I need to leave, and she then just charged me for late cancellation. I showed up for the class, I got enough anxiety to just leave from there because of her rude behavior and still after that she charged for late cancellation.

It might just sound like ehhh thats fine, but it's not. You only get to know it when you are at the face of it. Amy has not been like that just yesterday, everyday when I was going to class I get the vibe of being looked at or treated differently by her.

For the late cancellation charge, studio said it was charged by Mistake and it will be refunded. Still waiting for the refund and it was never charged by mistake!!!!!

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★ 1

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★ 3

Loved the workout, the studio is clean. However, for the price point I do not agree with the cancellation policies. It’s also nearly impossible to book classes at your desired time. Will also hassle you to join membership.

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★ 5

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★ 5

OTF Short Pump is my favorite workout place ever. Their coaches go above and beyond to ensure a safe and challenging workout everytime. The place is always spotlessly clean and updates to equipment take place regularly.

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★ 5

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★ 5

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★ 5

Great workout sessions, Coach Sekia and Coach Heidi really helps you out on floor exercises. Friendly front desk staff.

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★ 5

Great gym. I just did my fifth class and already I am seeing and feeling results. The classes are hard and fun at the same time.

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★ 5

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★ 5

I love how OT has pulled the best of different workouts into an awesome concept with science to back it up. Love the energizing atmosphere created by the music and trainers!

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★ 5

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★ 5

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★ 5

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★ 5

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★ 1

Before you workout at this location, check out the Newport News OTF to experience what you're actually paying for. I attended a class at the Short Pump location at 5:30 p.m. class on 11/24/2021.The coach, after telling us the workout once, literally left to hangout with the front desk workers multiple times. During the first half of the workout, the coach left 12 times. They chose a workout that was pretty much an on your own kinda thing. It was all on your own with no guidance or instruction. When it was time to lift weights, the coach left the gym multiple times and was texting the entire class. Being 100% honest, she was probably in the workout room as much as she was out. Everybody was doing the exercise in the floor room wrong and it was just super dangerous and not cool that she wasnt there. Literally all the paying customers by themselves without the coach trying to workout. You're paying for personal training here, which insinuates the coaches being in the room, instructing everyone throughout the workout, and making sure everybody is doing the workout right. I don't think she acknowledged a single person nor knew anybody there. That is why I honestly would not pay to go back there again. If you're trying to lose weight or find a work-out community, I wouldnt attend this location based off my previous experiences.

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★ 5

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★ 5

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★ 5

Took my first class there a couple of months ago but just now getting to the review! I had a wonderful first time experience. The staff was very friendly and Knowledgeable. Plus I absolutely sweat my a** off! The workouts can be tailored to your level and I love that. If you are looking for a challenge and friends to do it with check out OTF short pump.

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★ 5

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★ 5

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★ 5

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★ 2

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★ 5

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★ 1

Have screenshots from 3 months ago of where I asked to be taken off automatic billing do to neck surgery...they jusg pulled out another outrageous amount. This is wrong!!!!!

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★ 5

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★ 5

It is a great stress reliever. It helps me stay in shape mentally and physically.

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★ 5

Love the workouts. The environment is great. The coaches pushes you towards your goals. The staff gets you excited to be there.

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★ 5

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★ 5

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★ 1

Pay very close attention to contract termination clause. I’ve been billed yet again for a place that I’ve not been able to use since OCTOBER 2020 due to injury. While I was in freeze the billed me but assured me I would be able to use that billing for when I came back. Wasn’t sure when this would be. Finally it was apparent in April I would not return yet I’m billed again when they know full well I cannot use the facility.

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★ 5

Love the workouts! They are never boring. I feel the results with each rotation. The coaches are awesome and the music is lively and keeps you motivated. Recommend for any level of fitness you want to achieve.

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★ 5

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★ 1

They steal money from the members. I have send an email in writing that I want to cancel but they continue billing me. They are very unethical when it comes to signing up. They almost forced me to sign up or pay 28 dollars for a "free class" that I was suppose to get to try the services. You can cancel but they will continue to bill you.

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★ 5

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★ 3

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★ 5

This studio and the staff are AMAZING in every way! I had an absolutely awful experience at another OTF studio, and Larkin the studio manager as well as every employee I spoke with regarding getting a transfer were so helpful and worked to make it happen. The former studio refused to aide in getting a transfer set up, and also misled me into having to pay for additional months after they claimed I did not fill out the correct paperwork, which was NOT true. The staff at the Short Pump studio worked tirelessly to initiate the transfer, and when the other studio didn't respond, Larkin sent the transfer request to the corporate OTF and we were finally able to make it happen! From the studio manager to the front desk staff to the trainers and the quality of workouts, this studio is GREAT! I would recommend to anyone looking for a great workout experience. Thank you so much Orange Theory Short Pump!!

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★ 5

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★ 3

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★ 5

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★ 1

Went over last week to inquire about enrollment and noticed that 6 members were hanging right outside the studio without masks.They were then directed into the studio by an employee who was wearing a mask. I abandoned my plans to work in such a risky environment - had heard they had improved their setup to promote social distancing - but realized that they are reckless by letting mask-less congregation outside their studio.

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★ 5

Really enjoyed the Sunday classes. Came to this location while I was in the area.

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★ 5

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★ 5

In a nutshell, I like everything about my Orange-theory Fitness Classes. It offers me an ideal and a very well-balanced work out plan that’s a great fit for me. The staff is highly professional with great attitude. Last but not least, the coaches are highly skilled professionals with amazing attitudes.

Source: Google

★ 5

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★ 5

OTF is great! The staff is wonderful, it is clean, but the workout- AMAZING! It is so nice to go into a non judgmental environment and do YOUR best. The direct coaching in a group environment makes you feel like you are getting the one on one, but also not feeling like you are in it alone. Best thing is the great workout and amount of calories you burn all in less than an hour!! Great for people with busy lives!

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★ 5

Fast pace, challenging & friendly environment!

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★ 5

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★ 5

Just love this place! The trainers are so encouraging and helpful. I never feel intimidated even though I'm not the fittest or the fastest. Would highly recommend

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★ 5

We are members at the Midlothian location and occasionally we’ll go to the short pump location to see Hanna. She’s a fantastic personal trainer and we really miss her!

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★ 5

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★ 5

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★ 5

I love OTF!!

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★ 5

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★ 5

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★ 5

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★ 5

Where else would I be?

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★ 5

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★ 5

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★ 3

While the workout is great and results are def. noticeable, be very careful when canceling and make sure you retain all copies. -edited post original post after speaking to a manager that handled my situation with much better service.

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★ 1

Beware! Great work out & great instructors but very disappointing experience when I tried to cancel my membership. After getting injured I froze my account for 60 days. I was still charged a reduced fee during the freeze. A month before the freeze was up, I went in to sign the papers to cancel my membership. But when the freeze was up I was charged the full monthly fee again. When I called to inquire, I was told that I had signed the papers two days after my billing cycle & therefore would be charged the full price for another month before being cancelled - “it’s just our policy”, even though it was not mentioned at the time I cancelled. Penny wise & pound foolish & very poor customer service. Poorly done OTF!

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★ 5

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★ 1

Initially look good but technically is 27min of HIIT cardio & rest is aerobics. Be careful if you sign for there contract review termination clause carefully.

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★ 5

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★ 5

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★ 5

Having a scheduled class motivates me to get up and go, and since I am paying good money for the classes it motivates me to work hard every class. I also like that the workouts incorporate cardio and weights. They teach me how to do more well-rounded workouts on my own.

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★ 5

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★ 5

I love the atmosphere! Trainers and staff know members names and are incredibly encouraging. I love that I’m competing with myself. I can push my body at my skill level without comparing myself to other. I also feel the burn! I’m always sore for a day or two and know I’m changing my body for the better.

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★ 5

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★ 5

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★ 5

The Short Pump staff, compared to other locations I have visited, is very knowledgeable and friendly. I love the one-off sessions they hold such as bringing in a nutritionist and a rowing clinic. The gym is also very clean compared to other locations I have visited. I love OTF Short Pump!

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★ 1

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★ 5

The energy is just amazing. Best workout! No more boring gyms!

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★ 5

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★ 5

Multiple levels of intensity are offered for each exercise. Most of the coaches push and motivate you. Front desk is very polite and helpful.

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★ 5

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★ 5

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★ 5

Best workout ever

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★ 5

It is fun and I love the teachers! They push me to do more!

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★ 5

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★ 5

I highly recommend joining or dropping in to OTF Short Pump! The coaches have so much energy, are very focused on good form throughout all movements, and make sure you get a really good workout. The sales associates are super friendly and extremely helpful!!

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★ 5

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★ 5

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★ 5

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★ 5

OTF has the best Fitness Staff around. Great workouts and even better results. OTF is a must

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★ 5

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★ 5

The premise is so different and keeps you engaged every single class. I’ve always struggled with staying motivated to workout but OTF keeps it exciting so I actually look forward to going! All of the instructors are great and really helpful... overall awesome experience!

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★ 5

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★ 5

It's motivating and fun working out with a group of people and the routines aren't routine. Trainers are great and motivating. It's personal training at a fraction of the cost.

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★ 5

The workouts are challenging, fast-paced and the staff is super friendly and accommodating! I always feel accomplished when I leave!

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★ 5

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★ 4

Great place to workout! I have been going to OTF for 2 years (not this exact location just started here a few months ago). This location is great they keep everything nice and clean. My only complaint is that every class I have been to is a 3G even though the sign up does not say it is. I wish there were more in the area to keep this one from being so so busy

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★ 5

The staff was friendly and helpful, and the music and workout were great.

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★ 5

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★ 5

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★ 5

Best workout in town. Great workout no matter your fitness level. Awesome coaches, and the time flies!

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★ 5

I recommend OTF Short Pump to me friends all the time! I have finally found somewhere that I can get the exercise I need, at my pace, with a little guidance and encouragement from the trainer. The monitors on the wall are great, so you can track your personal heart rate, and step it up or down to stay in the orange range. Each day is different, so it keeps my attention, which is why I can honestly see myself staying with it for years to come.

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★ 5

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★ 5

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★ 5

This a great coached group one hour work out, that allows you to continue to burn calories for 36 to 48 hrs after you work out. Love it.

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★ 5

Absolutely love the various instructors at OTF Short Pump. They definitely keep you motivated.

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★ 5

An organized/balanced workout, clean facility, and great trainers that coach you along the way.

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★ 5

Great coaches, great workout for any fitness level, scheduled in advance- so you have to make an appointment for yourself!

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★ 5

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★ 5

OMG everything! I have never enjoyed working out as much as I have enjoyed your team and your services. The encouragement, the support, the kindness it blew me away! I've already referred 3 or 4 friends to Orange Theory. I drive over 25 minutes from downtown Richmond and when I first walked in I told the trainers - yeah, I probably won't drive all the way out here it's such a hassle. They replied "well we hope you enjoy your workout so much that you change your mind" and wow they were right! I absolutely love the workouts and find myself running which I never ever thought possible.

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★ 5

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★ 5

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★ 5

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★ 5

I go to OT because it's a reliable great workout for cardio and strength, the music is energizing and you can get in your "zone". Get energy from people, but you don't have to "work with" them. thanks!

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★ 5

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★ 5

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★ 5

Love it!

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★ 5

I love it!!! The workout is always different and always challenging. I love the instruction and the Trainers are ALWAYS motivating, maybe its just by saying "way to go Mary" or "I like to see that hustle" or "ok lets get that last 400 meters!" it makes you feel good! You WANT to go harder or faster or push yourself that much more! I absolutely look forward to my OTF days!

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★ 5

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★ 5

I was hooked after the first workout. Great challenging workouts, awesome trainers and facilities. Love the heart rate monitor to help you push yourself too!

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★ 5

The fact that the workouts are all so different keeps everything fresh! But let's be honest, like any workout, you can get or give as much as you want, make it competitive with yourself or others, in the end...it all starts with the first step, the hardest part for some, showing up - the "making it to the workout" and that's so much easier when you're walking into a place with a welcoming front desk staff that knows you like family, a group of fellow workout buddies and an instructor that cares you get a great workout.

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★ 5

I have always felt uncomfortable in a gym atmosphere but I've been addicted to Orange Theory since day one.

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★ 5

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★ 5

I love that there is bumpin' music, people of all ages and abilities, workouts are challenging but form is still so important, such a variety and I have NEVER had a trainer that wasn't awesome!

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★ 5

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★ 5

The trainers are great and very motivational! I love that I don't have to walk in knowing what to do, because I'm guided trough the whole workout. I've lost 35 pounds since I started working out at OTF 3 months ago, and I recommend OTF to everyone. Thank you, guys!

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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

When you don't have enough time this is the best hour you can spend and 700-900 calorie burn Bonus!

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★ 5

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★ 5

Love the workouts!

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★ 5

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★ 5

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★ 5

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★ 4

Clean, efficient and a workout that can't be beat! Use of heart rate monitor helps you track your calorie burn and heart rate. Coaches are nice and no one is made to feel they are being judged.

Only issue is that the heart rate monitors that are loaned out are glitchy and often don't track heart rate accurately. Frustrating!

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★ 5

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★ 5

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★ 5

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★ 5

The workouts are dynamic, fun, effective. The variety keeps the workouts interesting and tolerable, even when they are very challenging. I like that the workouts are strategically coordinated (by someone else) to ensure maximum results. The coaches provide fun, personal motivation that I would never get on my own. They push us and hold us accountable and make the workouts more fun. The community provides a bonus reason to attend. I enjoy sharing the hour with people I now consider friends. All over...I thoroughly enjoy my workouts and the entire OTF experience.

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★ 5

OTF pushes me to work harder than I would push myself. It's the best use of my time at a "gym." I've been hung 2days/week. I've gotten noticeably faster, fitter, and stronger. Clean facility. Convenient, multiple class times.

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★ 5

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★ 5

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★ 5

Best workout ever! Great trainers and friendly staff!

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★ 5

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★ 5

Having been athletic my entire life, I have always enjoyed new ways to work out in the most efficient way possible. I was turned off from Crossfit, I can't live my life around a gym with codewords. Hence I was afraid to drink from OTF's Kool aid pitcher.

I have been nothing but impressed with the curriculum, staff's eagerness to help and the coaches genuine intent to make you push yourself.

One thing I have to point out is that people tend to use quantitative measurements with a weight scale. The problem is that you will gain weight or maintain weight strictly because your are gaining muscle. However you will lose fat and that is what you want. I weighed about the same then when I started two months ago, yet am lean and show more muscle definition.

I would recommend OTF to anyone that wants to feel great after a workout, get in/out within an hour and see proven results. The workouts are laid out for you, so it saves you time planning it out. The music is motivating in conjunction with the coaches words of encouragement.

Just give it a try!

Source: Google