★ 5

Great experience 😃

Source: Google

★ 5

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★ 1

They are very unprofessional and uncooperative. The people at the front desk are not good, which has been said in other reviews too.

The front desk is extremely uncooperative. I know for a fact that they were able to cancel the membership of my friend with much less than 30 days notice, and I am giving more than 20 days notice, but they still want to do one more month even though I won't be available next month.

They also threatened to give us to the collections if we don't pay for the extra month and try to rip you off as much as possible. If you read the other reviews, looks like a lot of people have very similar experiences.

Also, there is so less parking nearby, and you will always find it difficult to find parking near this gym and even if you are few seconds late, they won't let you in and charge you $14.

Would not recommended to join this facility given how subpar service the front desk provides.

Source: Google

★ 5

When I tell you I NEVER write reviews, but I had to because this place went wayyy past my expectations. First of all I was greeted at the front desk by Christina. She was so great, we conversed while I was waiting for my first class to begin. She related to me, I felt valued and so welcome. We discussed our past experiences with our fitness journey which was so helpful, and even gave me resources to go to for my specific fitness goals. Then I met my coach, NV, oh my goodness! She talked with me one on one before the class started and after to discuss my strengths, weaknesses, and results. She gave me so much insight on my goals, answered every one of my many questions with a big smile. I loved how during the class she still made sure to check on me and help when I was lost and even cheer me on when I had good form. At the end of the class she even had everyone cheer and congratulate me for going to my first class. I felt so empowered at the end, motivated, valued, and welcomed. Im definitely going back!

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★ 5

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★ 1

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★ 3

I've been going into this gym for 2 months. It's okay overall, given the limited choices we have in Fremont. Coaches are enthusiastic. But 2 things I would want to know before I decide on membership:

- Be punctual: like others mentioned, you will forfeit your credit if you arrive 6 mins late to the class.

- Long waitlists: I was never able to get on some classes (like the Sat 1.5h or Strength 50) as it's always either unavailable (not sure what it means) or has a waitlist of 10 people, one week prior to the date of class.

I now stopped to go to OTF since looking for a more challenging setup.

Source: Google

★ 1

The worst front desk staff in Orange theory among all the studios I have been to all over the country. I can’t find my stuff after I checked every locker. I went to her she was so rude and basically ignored me until she checked everyone in for the next class. I mean I understand she needs to check people in but she doesn’t need to be mean and ignore me. Then when she actually went over to check the locker with me, she was educating me that I should remember the locker number. I normally do remember but it was a rush for me to catch the class this time. Such a bad experience. I still go here because this is the only orange theory in Fremont.

Source: Google

★ 1

The workouts are good but the front desk staff is terrible!! I once had to reschedule my class from 6PM to 7PM, I literally cancelled the class 5 mins after the 8 hours cancellation deadline. And this was my first time ever canceling a class within the 8 hours cancellation deadline. So, I asked them for a grace cancellation as I literally just rescheduled!!! The front desk told me they will look into it, etc etc
I kept calling, and in the end they said Nooo.

If after a full day of work and meetings, you have to worry so much about your Gym classes as there is 0 flexibility in this studio, that takes away the purpose of going to gym to destress after work.

I am sooo happy shortly after this I cancelled my membership and now I don’t have to worry about the greedy orange theory fremont owner.

I have had good experience with some of the other orange theory studios though.

Source: Google

★ 5

Very friendly staff and coaches. I loved the exercises too

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★ 1

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★ 5

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★ 5

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★ 5

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★ 1

This location has left a sour taste in my mouth.

The workouts are solid, but the customer service is shockingly bad. I am a new member that joined recently and in my time here I was hit with $15 late fees twice for canceling a backup class, after I was moved off the waitlist to a preferred class late at night because of their flawed booking system.

Every attempt to resolve it was met with rude, confrontational responses from the front desk. The manager, Jasmeet, went as far as accusing me of canceling classes on purpose. I’d read the bad reviews online and thought I wouldn’t need to deal with customer service, but I was dead wrong. This location has no customer empathy for its members and clearly doesn’t care about customer retention. Notice how every bad review is met with defensive counters and never a resolution.

Save yourself the frustration and join somewhere else.

Source: Google

★ 5

This is my happy place! I love all the people and the workouts.

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★ 5

Love the gym. It's my goto gym and I love the energy

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★ 1

AVOID this place if you can.

Poor treatment by Mateo and staff despite of being on time. Very unprofessional and lack of understanding and reasoning were paramount.

- Caims they texted, but I never received one.

- When asked whether they truly care for customers, the response was "we're doing okay" suggesting they don't care about new customers.

- Wasted 30mins driving just to find out they can't take me in. AVOID THIS PLACE.

This isn't the customer service you'd want for the premium your customer pays.

Source: Google

★ 4

Lady at the front desk + instructor both were great; no towels at this location though. Usually park at the Taco Bell nearby that has plenty of parking and walk over to OTF

Source: Google

★ 5

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★ 5

I had an incredible experience at Orange Theory Fitness during my free class session! From the moment I walked in, the atmosphere was welcoming and energetic. The two ladies at the front desk were so friendly and helpful, making me feel instantly comfortable.

During the workout, Coach Janelle and Coach Jordan were outstanding. They guided me through every exercise, motivating me and ensuring I had proper form throughout. Their enthusiasm and expertise made the session challenging yet enjoyable.

The facilities were clean and well-maintained. The workout itself was intense and effective, targeting different muscle groups while keeping me engaged with its dynamic format.

Overall, Orange Theory Fitness exceeded my expectations. The combination of supportive staff, knowledgeable coaches, and a great workout environment makes it the perfect place for anyone looking to achieve their fitness goals. I appreciate the front desk for asking me where I work in case they have discounts. I was amazed that this OTF offers military discounts. I can't wait to come back for more sessions!

Source: Google

★ 5

We're looking for a gym. Lisa, at the front desk was very helpful and answered all our questions and gave us a tour. The Orangetheory program is exactly what my wife is looking for. We'll join in the next few days.

Source: Google

★ 5

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★ 1

TLDR: If you are late for 5 minutes, you will
waste your time commuting + won’t be let in the class + and will be charged $14.

I registered for a class at 1:20. I showed up at 1:25. The guy at the front desk didn’t let me in. Here is how the conversation went:

OTF: “You were late for more than 5 minutes”

Me: “No, the clock was 1:25, not 1:26”

OTF: “The clock was 1:25 so that means you were late for 5 minutes and some seconds. If you were late for 5 minutes or less, the clock should have been 1:24”.

Me: “But it’s also possible that I was here at 1:25:00, because the clock was 1:25”

OTF: “No, I looked at my clock when you stepped in the door and it was 1:25 some seconds”

Me: “Tricky! But sometimes I was also late for 5 minutes this way, and all the staff ladies always let me in. Just earlier this week, I also saw other people were late for way more than 5 minutes and they were also let in. That inconsistency isn’t professional. Why didn’t your staff at least give me a warning before? I’ve been educated by your staff that it’s okay to be late like this.”

OTF: “You are late for more than 5 minutes”

Me: “Please, can you just let me in. It took me 30 minutes to come here by bus one way and another 30 minutes the other way. Not to mention that I paid for the premier membership and I booked this class way far in advance, like 1 month ago, otherwise all the classes quickly get fully booked”

OTF: “I have sympathy for you, but you are late”.

Me: “I’m not seeing any sympathy at all. Why do you have to be so strict about those extra seconds on top of the 5 minutes? The clock was 1:25, not 1:26. I come to OTF for fun and health, not to serve in military”

OTF: “It’s our policy to make sure that you have time for warm up”

Me: “I ran for 10 minutes to the bus station so that was my warm up already. And I’m responsible for myself as I already signed a waiver from Day 1. And I can always warm up myself in the class, just like in any other fitness places”

OTF: “It’s our policy”

Me: “If you don’t let me in, I would want to cancel my membership”

OTF: “Sure, here is the cancellation form, please fill and sign”

Me (getting shocked because they didn’t care about retaining customers, at all): “Are you sure? If you just let me in the class, simply just that, I won’t cancel”

OTF: “You can cancel”

Me: (sighed… signed the cancellation form, thinking of having to resell the $120 OTF heart rate monitor on eBay that I had to buy when I started coming to OTF just 2 months ago)

OTF: “Okay, you still have to pay for the next membership cycle, because of our 30-day cancellation policy. Also, there’s a late cancellation fee of $14 for the class today. You didn’t go to the class, so it’s late cancellation”

Me: “I didn’t cancel the class. I’m showing up here right in front of you but you didn’t let me in”

OTF: “It’s our policy”

Source: Google

★ 5

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★ 1

It's no surprise to see mixed reviews for this place given my recent experience. I thoroughly enjoy the classes and the professionalism of the coaches, especially George and Spencer, who are both top-notch and incredibly nice. However, I can't say the same for the front desk staff.

The lack of professionalism and friendliness among the front desk staff is disappointing. Regarding the notorious 5-minute late policy, I wholeheartedly agree with the sentiments expressed by others. Even if you arrive within the final minute, they insist on rigidly explaining the contract terms until you're past the acceptable entry time.

Overall, while I appreciate the quality of the instructors and classes, the front desk experience leaves much to be desired. It's a shame that such a great fitness environment is marred by subpar customer service.

Source: Google

★ 5

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★ 5

You guys rock! All coaches are amazing. Even though it’s a group workout they take care of each one of us, help us with our posture and motivate us to try our best. I highly recommend.

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★ 1

Everything except the front desk is great about this place

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★ 5

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★ 5

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★ 1

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★ 5

Awesome fitness format, energizing and motivating.
Coaches are very encouraging.

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★ 5

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★ 3

I'm very disappointed with Orange Theory customer service at Fremont location. I've been going there from the past 2 months and for the first time, I was 5 mins late for a class. Neither did they let me attend it nor they gave the class back. The policies are too strict and you have to buy the heart rate monitor separately to get the same effect which is useless once you stop coming. Though I like the classes and enjoy working out here, the classes are expensive and they need to relax the policies.

Source: Google

★ 5

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★ 5

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★ 5

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★ 5

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★ 1

Wow I was seriously going to try out this Orangetheory location but no one ever picked up the phone. Set really bad precedent as to the poor quality of service I would have to deal with. I am so grateful everyone with really bad experiences has been brave and cared enough to share through reviewing this facility! I will NOT be joining: YIKES!

Source: Google

★ 5

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★ 4

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★ 5

The staff are very friendly and motivating.

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★ 1

Worst customer service ever. I called them so many times and they never respond and I always leave a message and they never call back. I wanted to cancel my membership a few months back and they asked me to freeze it for 90 days. Thinking that they might call me back to unfreeze it but no they charged me right away from the next billing. Had to go there physically to tell them to cancel it. And then they told me that it takes 30 days to cancel it. So they will charge me one more time for the membership. So overall they suck your money and they want to rip you off as much as possible.

Source: Google

★ 5

Source: Google

★ 1

I was originally going to leave this review for the San Jose location that didn't provide me with accurate information, but the way the Fremont location has handled this situation is abysmal.

I took the free class OT offers down in a San Jose location with a friend of mine to try it out. They laid out all the membership plans for me and gave me a paper to take home with that info. Since I was provided a free heart rate monitor during the class, I figured that I would be provided one when I eventually signed up - but the monitor was never mentioned, nor was it listed on the info paper. I decided to buy a 10-class pack for my local gym (this location), since I wouldn't be able to go often enough to justify a membership and the price was so high. When I got to my first class there, I was told I would have to rent a HR monitor for $10 - that's almost half the price of the class itself! Then they told me the other option was to buy one for $130! Only then was I informed that if I had signed up with one of the more expensive monthly memberships instead of a class pack, I would have been offered the HR monitor at half price. I asked if they could still offer me that promotion, since I had never received any of this information from anyone. They told me they would ask and make a note for the manager to follow up with me. This was 3 days after I purchased my class pack.

I waited two full weeks and never heard from anyone. I wanted to take another class, so I finally called to follow up. They told me they definitely could not offer me the promotion since it was only available for the higher tier memberships. Since I can't afford those and I didn't have the money to spend on the monitor after dropping so much for the class pack, I asked if I could please get a refund instead. They refused on the basis that it was more than 5 days after I had purchased the pack - after I waited two weeks to hear from them! The person I spoke to on the phone made a lot of snide comments about how I didn't read the agreement when I signed up online to know about the 5-day window (which wouldn't have mattered if they had gotten back to me right away), how I would have known about the promotions if I had taken my free class with them and not bought my package online (shouldn't the company be advertising that everywhere, including online?), and how I could still work out without a monitor (why would I pay so much for your gym when I could do that literally anywhere else then?). I'm now waiting to hear if they'll agree to comp the HR monitor for the remaining classes in my package, but I absolutely will not be purchasing any more classes or a membership here. Everything about this just feels like an insane money grab - at every decision point they could have turned me into a loyal customer instead of trying to make me feel stupid and like this was somehow my fault. Very poor customer service.

Source: Google

★ 5

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★ 3

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★ 5

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★ 3

Good

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★ 5

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★ 1

Classes are fine I guess, although without the heart rate monitor that you “are encouraged” to buy for $130, it doesn’t give you the same push and feel during the classes. The heart rate monitor is pretty much useless outside the class if you already have some fitness device.

But the real fun part is if/when you want to cancel their classes, they make you feel like a chump. To be fair, they do tell you upfront when you sign the contract that this contract cancellation process is gonna hurt like a mfer (well not in those words obviously) but when you do end up taking the bait, you feel like a chump. So I deserved this in that sense, I guess.

First, there’s no way to cancel online. You need to, get this (in 2023), “either walk-in and submit a written form to cancel or email them your intent to cancel”. Alright I’ll bite. I email them. Follow up. A week passes. no response.

Alright. Let’s call them. 3 calls on 3 consecutive days later, every front desk employee I reach says they will “ask the manager” to call back because predictably the manager is currently not available. So they offer to leave a note for them and “they will get back to me “. You obviously know that’s not going to happen.

And the icing on the cake: this manager apparently starts the day early, like 4am early and ends early.

So, I kid you not I was told this, apparently the best way to reach the “manager” is to reach them as early as possible. So a paying customer who’s putting in $200 of his hard earned money every month should call in at 4am to follow up on his email to catch the elusive manager to beg to cancel the account. Nicely done.

Source: Google

★ 1

Very rude staff. Delayed by a minute during to traffic light and they would not let one on for the class they paid for. Seriously? If the customer wants to use 50 of the 60 minutes paid for, that should not be a problem.

Would look for someplace better.

Source: Google

★ 4

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★ 1

I really enjoy orange theory but this studio needs to get it together. Their staff is unfriendly and lacks the great customer service provided by other studios - you can’t reached them on the phone, they won’t let you enter if you are few seconds late even if there are plenty of open stations, and they don’t answer texts. Also, the equipment is outdated - rowers look run down.

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★ 5

a great place to train and challenge my fitness level! I would recommend it.

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★ 5

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★ 4

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★ 1

Complete rip off and bad attitude. I started my membership few months back but due to their strict scheduling policy decided to cancel my monthly membership. For cancellation I took a trip down there and signed the cancellation form( yeah you can't cancel online on the app). However they kept me charging for 2 extra months. Apparently they messed up my cancellation form and I had to keep calling them to resolve it. It was a horrible customer experience to cancel the membership even after paying an extra month. I would definitely avoid this and try different gym classes.

Source: Google

★ 5

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★ 5

Great place . Recently started working out and I am loving it . 1 hr passes just like that . The energy , the music everything is so energetic and kick starts your day . The staff are very friendly and my Coach Janelle , she really helps me and guides me through out the sessions . Thank you Janelle . Overall love all the classes at OTF and definitely one of the best decisions I ever made .

Source: Google

★ 1

Made me reschedule my first class since i reached 5 minutes before my class. They dont consider the effort someone puts to get there.

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★ 5

Friendly staff, Challenging workouts, Positive results ! Still the best work out in Fremont.

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★ 5

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★ 5

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★ 1

Very rude coaches with wrong attitude. Find some other place for a happy work out.

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★ 5

Great place to move. I like it here and always leaving satisfied.

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★ 5

No two workouts are the same and the Coaches pay attention to individual needs, form, and motivate you to achieve your goals. Oh and the fun stuff that happens apart from the workouts!

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★ 5

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★ 5

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★ 3

Small space coaches are good

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★ 5

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★ 5

I first started OTF in Maryland. So when I walked into the Fremont OTF I knew what is in store for me. Love the workout formats. The main reason I love it is because of the coaches. They make sure we're energetic and motivated throughout the class!

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★ 5

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★ 5

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★ 5

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★ 5

Good coaches that play awesome songs to workout to. The space is clean and the equipment is well maintained. Staff is friendly and prompt. Good place to workout minus the high rates. Great for those who are wanting to get into a workout routine without thinking about what exercises to do for the day.

Source: Google

★ 1

They have monotonous thread mill classes . It gets frustrating doing thread-mill for so long in every class. Also Complete rip-off of your money. Extremely strict policies. Initially we get tempted and join, but before you realize and cancel you will already lose a lot of money because of their late cancellation and membership cancellation policies and charges. Traditional gym is lot better than this one.

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★ 1

This place is okay. Trainers are good. Limited parking space. Although they say unlimited plan, number of available time slots is "made" very limited to their best interest and not to customers'.

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★ 5

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★ 5

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★ 5

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★ 5

Coach Misty is awesome!!

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★ 5

5+ star for the Staff works there and for the Manager Drew. Their trainers are so good. they remember names and faces and call out people by their name to motivate. Best Orange theory experience. you get more than what you pay at this location.

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★ 5

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★ 2

Cons : They overbook the people than their center can handle.
Every class is waitlisted that means they are accepting people
than studio can handle.
Pros : Trainers and workouts are good.

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★ 4

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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

Absolute best staff, all deaf friendly, coach Jackie is my favorite. Having a great workout time since I joined one month ago.

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★ 5

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★ 5

I love how every single workout is different! The coaches make every class fun and exciting! I have seen results and I know that OTF truly works! I am obsessed with these classes and love to go each week. I would definitely recommend to my friends and colleagues! New Years resolutions? Don’t second guess yourself and just sign up!! You won’t be disappointed! 💪🏼

Source: Google

★ 4

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★ 3

It's a group exercise type of workout, I went there for a free session but I did not find it to be worthy of time.

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★ 5

Finally found a workout that I really enjoy! Staff and coaches are awesome!! Members at this location are very friendly so you don’t feel intimidated.

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★ 5

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★ 5

Great set of instructors

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★ 5

Great staff, great trainers. Has changed the way I looked at working out. Definitely recommend.

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★ 1

Staff at the front desk was very rude. Came in to try it out for the first time and sign up but very put off by the treatment.

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★ 5

Having a variety of workouts and never knowing what you’re going to get. Having individual and team workouts is fun and motivating

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★ 5

Excellent workout studio. It is variable each session to keep it fresh/new. Brandon is excellent ... very motivational throughout the workout - he makes a big difference. Highly recommended.

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★ 1

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★ 1

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★ 4

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★ 5

This studio is new and the coaches are awesome! I've been working out in OTF for about 6 months now and it feels great!

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★ 4

Great one hour workout. Each class allowance is 26 persons at a time. Works well in conjunction with strength training or Core 40. Evening classes can get very full, even weeks out in advance. Their app is user friendly and you will receive a daily email report on how your exercise went for that class session. OTF offers 4 passes a month, 8 passes a month and unlimited classes, all month to month basis.They do require that you purchase an OTF heart rate monitor or the Flex wristband so you can see your results, along with everyone else's on the screen as you're working out. They run anywhere from $80-$100 but you may also find some gently used, like new on eBay for $50. Since class sizes are limited, if you sign up for a class and do not show up, you will get charged a $12 fee. Therefore, make sure you show up or cancel 24 hours in advance.

Source: Google

★ 5

Great workout.

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★ 5

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