★ 1

Misleading advertising, they won’t give you the benefit they promised.
1. When I signed up for the membership, the sales representative told me that I would receive a $100 gift card once I joined. She never mentioned that I had to subscribe to the Premier Membership for two consecutive months in order to qualify.

2. If she had informed me about this condition from the beginning, I would not have joined your plan at all. This is one of the main reasons I feel I was misled.

3. I am willing to believe that the staff lady who helped me might not have been aware of such a tricky policy. I started asking about the gift card last week — which was already two weeks after my subscription (I was supposed to receive the gift card within one week). Then the lady kept saying she would check for me, but only today did I finally learn about this hidden policy. I consider this deceptive to consumers.

4. If this policy truly exists, why wasn’t I informed the first time I asked? I followed up multiple times regarding the gift card — two weeks after subscribing, then again this Monday, when I was told I would receive an answer by Friday. In reality, no one followed up; I had to go to the store myself before receiving a call. I believe this was a serious act of intentional concealment.

When I questioned why I had never been informed of this condition, the studio director simply insisted that I didn’t qualify because I downgraded my second month, and even told me that if I didn’t listen to her explanation, she would hang up and call me again on Monday. Excuse me? It was your team who failed to clearly communicate the terms and misled me into subscribing, and now you’re forcing me to accept an unreasonable excuse.

Source: Google

★ 5

OTF Palo Alto just got a new transfer, Coach Michael C.! I knew him from his previous studio, and he’s one of a kind. I’ve been an OTF member for over two years and have taken classes with many different coaches, but Coach Michael C. is by far the best. His energy and knowledge show in every workout, and his passion for what he does makes you want to push harder. I always leave his classes feeling stronger and more confident. PA members are so lucky to have a coach like him!

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★ 1

Unforgiving, join a gym where if you’re 5 mins late you can still do something.

I had been attending classes for a few months and having generally a positive experience. One time for reasons beyond my control at work I arrived a few minutes late, they sent me through to get changed. Once I had changed they told me I was more than 5 mins late and couldn’t join the class.

If you’re going to do this why send me through, I literally changed in less than 2 minutes?!? I essentially decided not to do business with them anymore at this point and just join a gym that offers free classes - roughly the same cost and if I’m late it’s not the end of the world and I have no where to go.

To add insult to injury on this, they essentially told me their cancellation policy would mean I have to pay for another month of classes I had no intent on using after this experience. They made no exception and charged me for the full month even though I didn’t come. Clearly care about their margins rather than any customer experience.

Strongly suggest to avoid these money grabbing folks whose rules suit them, not you. Just join a good gym with classes.

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★ 1

went to inquire about membership this afternoon. The receptionist young lady was quite dismissive and arguably rude. Hope it is not representative of the staff there...

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★ 5

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★ 5

I am SO HAPPY being back! I used to go years ago and then started back up again last week. Machines have been updated on tracking your workout! Staff is super friendly. Always an inspiration to come in and have a great workout.

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★ 4

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★ 5

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★ 1

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★ 1

Took me 4 months to cancel my membership! Please avoid this place.

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★ 1

Do not recommend this location for new customers.

I had a frustrating experience at the Orangetheory Palo Alto location. I was interested in trying a free trial class and chose this location because it is close to my kids’ school. I initially booked the free class online two weeks ago, and someone from the studio contacted me via text to help reschedule it. If there were restrictions on where the free trial could be taken, they should have informed me right away during this process.

Instead, after encouraging me to schedule the class, they waited until I arrived to tell me I needed to book the trial at a location closer to my home, or pay $12 to attend the class at Palo Alto. If this is a requirement, it should have been communicated earlier. They had enough time over the past two weeks to let me know, rather than springing this on me at the gym. I was repeatedly told that this policy was stated online. If that’s the case, why was I allowed to book a class at this location in the first place?

The way this situation was handled felt deceptive. To make matters worse, the store manager was rude and showed no remorse for the confusion. The handling of the situation was very unprofessional, and it’s clear they need more training in customer service and relationship management.

It’s not about the $12, but rather about clear communication and transparency. If there are restrictions on where free trials can be taken, customers should be informed ahead of time, not when they’ve already arrived.

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★ 5

Loved the experience, and first class is free!! The coach was motivating and I enjoyed the music also.

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★ 5

I have been to four workouts now at this location and I am hooked! After 3 children and not having been part of a gym in the last 7 years, I was recommended Orangetheory as a great place for a beginner and so far I have loved it. I go at my own pace and receive support from the coach as needed. Coach Michael's 5am regular class has been amazing for me and I am so excited to have found this studio.

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★ 5

This is a great gym and a great OrangeTheory location. The staff and coaches are all great and will make you feel very welcome!

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★ 1

The way I was convinced to sign up for membership was highly deceptive. I was given incorrect information, and instead of correcting the issue, I was told it was "policy" and nothing could be done to refund me.

- I signed up for a trial membership under the instruction that I could cancel within 30 days, with a simple phone call, if it was not working for me.
- I mentioned that time constraints were were my main concern, and that I lived about 45 mins from palo alto, so i had concerns about being able to fully utilize the membership.
- Knowing this, the employee continued to assure me that as long as I called and canceled within 30 days, I would be able to be fully refunded. NO strings. She even confirmed this with a coworker standing nearby.
- I was not able to work these classes into my schedule. I called to cancel and was told there was a mandatory TWELVE class attendance to be eligible for a full refund. Not only that, but these 12 classes would've had to be completed at the PALO ALTO location to be valid for a refund.

My biggest issue with this is that, KNOWING that time constraints and location were my main concerns, this employee still encouraged me to sign up for the "risk free" trial membership, without mentioning those 2 very important and very relevant terms & conditions.

I was able to attend ZERO classes in my trial month. According to Orangetheory, there's "nothing" they can do to refund me because it's "policy". I'm not sure if the employees are commission based, or under trained, but given the omission of important information upon sign up, and given that I didn't actually take any of their classes, I would think an exception could've easily been made.

Source: Google

★ 5

Orange Theory Palo Alto is hands down my favorite studio! When you walk in it is instantly a feeling of extended family. The SAs and studio manager, Kei, make your welcome high energy and positive, to help jump start your workout. Once in the workout studio it is very clean and organized, and the coaches do an amazing job of maintaining the workouts each day for all clients. I am super grateful to have such amazing experiences every day I go to OTF and leave feeling so refreshed.

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★ 1

Convoluted cancellation process. Cancel your membership early. Or even better, don't join at all.

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★ 2

Was very frustrated today after waiting to get off the wait list only to be told that even if you’re number one on the wait list the policy for getting into class is based on first come first serve on who physically came to wait first?? Never had that problem at the other studios, as at other locations class priority is given based on what actual number you are on the wait list. The nature of my job doesn’t allow me to come wait 20+ minutes before class to get off the wait list which is why I always sign up the moment I know I can make it. If this is the same studio why do different studios have different rules? Would appreciate if priority is given to people based on wait list number or if all studios could follow the same rules so we know not to waste our time. If I knew being number 1 on the wait list didn’t matter I wouldn’t have bothered showing up. Keep in mind I was still there 10-15 minutes before class started but was still turned away

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★ 5

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★ 5

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★ 5

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★ 3

Beware of hidden fees.

I am from San Diego and visited the studio. I scheduled a class over the phone with no mention of surcharges. When I showed up before class, they required me to pay a $10 surcharge explaining their rates are higher and I had to cover the difference. They never provided any evidence that their rates are higher. Even if the request was justified (tho SD rates are $$$), they sprung this hidden fee on me last minute.

The class and instructor were good. Five stars without the hidden fees.

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★ 4

I did the Strength 50 class with coach Alexandra. It was a fun class. Might come back and do the 8 classes. Definitely miss Willow Glen studio. It got a little bit confusing with the workout since I came back after 3 years. Do visit and try the free class at least once and then decide. Currently promotions going on for this location.

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★ 5

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★ 5

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★ 2

Well, the coaches, the classes and even the attitude of the front desk staff were great. Unfortunately, they made a deal with an aggressive membership trial. This was followed by denying, then accepting, then without consent using up the earlier balance single class packs, then monthly charging again after they agreed to stop the membership after the trial period. And, all these while, always assuring verbally and over text that the case is being followed up with the back office, IT department etc. Would have loved to continue the great program but found the handling of this issue, quite disingenuous.

Again, the program is good, jjust need to be careful to make sure the agreed deal is properly written down and carefully reviewed before signing. Also, do keep a trail of the written and verbal communication, to the extent possible. Good luck!

Source: Google

★ 2

$10 extra if this is not your home studio, something I have not encountered before. Everything here was average or below- annoyed to be up-charged.

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★ 1

Went to inquire about pricing and two women at the desk refused to let me use the bathroom. Unbelievable poor service and customer etiquette

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★ 1

I went to 5 Orangetheory studios and this is the one with the worst service

I have been using orange theory for over 1 year and went to different studios. I always feel warm welcomed at other studios. Today is the first time to Palo Alto and they refused to let me in because I pass the 5 minutes start time by 1minute. They never remind the rule when I signed up their class in App. Nobody told me about this before. But they will just say it is in the lengthy agreement you signed.

Source: Google

★ 1

I have a very bad experience with the owner manager team today. I arrived around 4 minute late to the class. I approached the front desk the lady was on the phone. After she ended the call she informed me that I couldn't join the class because I was 5 min. late. I explained to her that when I arrived, she was still on the phone and I hadn't exceeded the 5 min mark. She said no, so I ask if I can speak to her manager to address the situation. The manager arrived and asked how they could assist me. I said the same thing I told the lady. However, the manager became very angry and insisted that I had arrived late, break their policy, and accused me of mistreating her staff. I was surprised by this accusation because I had simply asked to speak with the manager without using any offensive word. I suggest that they can review the security camera footage to verify my claims, but the owner adamantly refused. The owner stated, "I have been here five times, so I should be familiar with the policy." I responded, "Yes, I have been your gym on five times, and I haven't heard you mention that being late to class is not allowed each time." Perhaps you should prominently display a notice on the front door stating that latecomers won't be admitted. Did you ask your staff I mistreat your staff? Check your camera today and find out. If asking manager's help is mistreat your staff then you are rude to talk to your customer will I say you are harm to the customer.
Feeling frustrated and disrespected, I decided to immediately cancel both my membership and my daughter's membership. The owner said I will be charge one more month membership and declared that we were no longer welcome to use their service. The owner asserted that there was no higher level of management to escalated the issue. Additionally, they refused to provide me with copies of the charge made to my credit card and the cancellation papers that I had signed. It is concerning and potentially illegal for them to charge my credit card without providing proper documentation for the transaction and cancellation process. It is like you purchase thing you don't have receipt.
Yes you gain some short term financial benefit, and you lost the trust and respect from the customers. The customer come to your gym is not for fight but to their fitness goals!!!

Source: Google

★ 5

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★ 1

I was excited to join the palo Alto office but deflated with the experience. I had signed up and got a confirmation email. They told me to come 30 min before so I did not take the 7:30 am class but elected for the 8:45 am. 😕

As I was literally stepping out to go at 8:05 I received a text from stephanie telling me it was overbooked and I could only join at 10. It was bad for me as I had an early lunch scheduled but she had explained it was a problem with the app and i know things are not perfect in life, so I moved my lunch around. I also fill up and signed paperwork on line.

Unfortunately in the process I did not have access to my car anymore so I texted i would only be there 15 min before. I came then, it was very busy and I met stephanie who then told me 15 min was too short so I could not attend the 10 am class.☹️

I’m familiar with equipment, etc and it seemed inflexible considering what she already put me through; I understand liability and would have signed the waiver; takes one min. Two people were at the desk so they could have done it. She was not going to budge so I politely expressed disappointment and left.

In brief, I’m sure they are nice but it is a big business, not personal, instructed to care more about liability than wellness and happiness of their clients. Another trainer had warned me that I had to be careful as they are not very knowledgeable about excercise, although I don’t really care since I am well experienced in training. That I could not assess.

I’m a medical doctor and if I was treating my patients this way, it would be sad. I understand when my patients have special circumstances. Fear the time when doctors will work as staff at like orange theory do, although it could be coming; liabilities and paperwork become more and more important than doing the right thing.

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★ 5

It's really good ,people are kind

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★ 1

I signed up but didn’t book a class yet. They keep calling me to book my first class during workdays even after I told them I will do it later. The staff on the call was really rude and said they would continuing calling me until I got my first class scheduled. They can’t remove me from the contact list (she said it’s not the way they worked, funny). They could put a note so the staffs later may not call if they see it, but no guarantee on that. After I said thank you, she just hanged up. REALLY RUDE to interrupt people like that during lunch breaks in a workday without showing any politeness. :(

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★ 5

Scott is amazing! Upbeat, great music! Front desk always so nice!

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★ 5

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★ 5

I've been to a couple studios, and this one is by far the best. I was treated with such kindness and respect by everyone who worked at the front desk, especially Kianna. She was so helpful and understanding.
All of the coaches are great, and I especially loved coach Jade. She was so fun to be around and explained what we were doing in a super understandable way.
Overall, I would strongly recommend orangetheory and this studio to anyone. The community here was inviting to everyone at any skill level, age, body size, etc.

Source: Google

★ 1

I had a membership for a few months and cancelled over the phone... I just found out they continued charging me for the past six months. I've been to other gyms around the country, had memberships based in other locations, and never had problems like this one. Save your money

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★ 5

5 stars for customer service and giving your members full worth of their money. Well curated workouts that change daily and hence cover most of the things you need from a workout. Also the coaches are very supportive in guiding you during the workouts.
Highly recommended !!

Source: Google

★ 5

Wanted to share an update to my positive review from 3 years ago...
I am hitting my 6th year as an OTF member, starting at this Palo Alto location. The pros of this studio speak volumes for what a gym can give a person. The studio keeps up to date, changing the "curriculum" and always, always, keeping each class different from the last ( harder to "game" the workout!). BEST PART of OTF is they live to the promise of "personalized training in a group environment." The coaches truly will correct your form to give you the best workout, encourage higher weights when they can see you are ready, and always offer modifications for your particular body needs. I have had the privilege of working out with Katelin Knox, Scott Knox ( not related:)) and Coach Donna. All 3 are dedicated and professional trainers who know their business and the model of OTF. Studio staff and management always strive to make the gym a welcoming place and one of community. The studio is not inexpensive, but each day, it delivers a new workout, cohesive to a personal regime of health and fitness. Enjoy!

Can never say enough positives about OTF Palo Alto - instructors are dedicated and professional - invested in making my work out strenous but also appropriate ( they will push to me to harder weights, and give me modifications when I can't complete a given assignment). The corporate theme of individual training in a group setting is spot on - as a member, you are not a number, but an appreciated part of the "club". And the "club" is agroup of motivated people who encourage each other, positively, as each attains their own personal goals . PA is a very welcoming studio to new and old members alike. The manager and her staff in the front are amazing and welcoming! I am a 3+ year devotee and a constant fan of the studio , its innovation, and its ability to stay current and on trend, so as not to bore. Come join us!

Source: Google

★ 5

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★ 5

Beautiful place and cool weather for training

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★ 1

I definitely do not recommend this location. Find another one. They are incredibly rude and strict with ridiculous policies. I made a modification to one exercise on the floor that a prior coach had shown me the week before. Just changing a bicep curl to a tricep extension, while still keeping the legs part the same. Coach Ashley immediately came up and told me to stop doing this and I’m distracting others and confusing them. Wow, I didn’t realize all others in the class look to ME rather than the actual coach or INSTRUCTION VIDEO that plays over and over on the screen… I have a recurring injury I’m trying to avoid damaging more and trying to target a specific muscle group. She told me I’m literally “not allowed” to do this. I don’t see how doing a specific mod another coach here showed me bothers anyone. When I asked the front desk they said it’s up to the coach and depends if they’re strict or not. This is not true at all I’ve attended 5 locations with 20 coaches and none of them have ever once done this to ANYONE and I always see 1-2 people doing modifications on their own in class as they are experienced OTFers. The front desk girl also claimed someone was “kicked out of class” for doing modifications then later backtracked and said the person walked out angrily after 3x the coach demanded they stop modifying an exercise.

I also checked the policy which doesn’t state you will be removed from class for doing a modification. I understand if it’s a liability issue but we already sign a huge legal form that essentially takes all liability of injury or death away from the gym, so what is the real risk here? So according to this location, I have to pretend to have an injury, then ask the coach (wasting their time AND mine during a busy 3G class) for modification every single class for every single exercise I want to modify slightly.

This is a gym people, NOT a cult we have to follow strict rules to this degree. I have been a member more than a year and been to 5 locations all over the bay and never once been treated like this. This is a horrible location, save your money or find another location, Mountain View is nearby with brand new equipment and much nicer staff and coaches. We pay a large amount monthly for this membership and to be treated like a child is ridiculous.

I’ll be contacting corporate to complain as well, since no other studio treats members like this.

Also- they have 2 bikes and 1 has been broken for months, they just have red tape on the twist handles but nothing else so it’s a little confusing. I don’t understand why broken equipment is being left in the studio to use?

And the water fountain inside has been flashing red to change the filter for months as well, not sure what the problem is with maintenance but this location clearly has little to no care to maintain things to a decent standard. Worst location I’ve seen.

No one answers the phone as well, they gave me a managers name and number to call but it’s just the main studio number and no one picks up the phone no matter what time of day I try calling. Customer service is severely lacking or non-existent here. Other locations are much more friendly, welcoming, responsive, always answer the phone and helpful. This one just seems to want to turn people away.

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★ 5

Good workout and fun.

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★ 5

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★ 5

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★ 1

I do not recommend OTP Palo Alto. Have had a terrible experience freezing my account after an injury - staff will not return calls or reply to texts. My account is being charged without my consent in spite of multiple attempts to freeze and now cancel.

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★ 5

The thing I like most about OTF is the variety of workouts. Never the same routine twice, always a new challenge. Plus the coaches and staff at Palo Alto are amazing!

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★ 5

Friendly and welcoming staff and coach. I also like seeing the same people regularly, representing various ages, ethnic backgrounds, and fitness levels, which makes me feel I belong there. I am a mid-age Asian woman, but I think anyone would feel the same. OTF makes me get out of bed each morning and feel good about myself!

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★ 1

Billing is unreadable, they charge based on text message. Avoid giving them your credit card!

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★ 5

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★ 1

I have called, emailed and finally presented a formal complained with BBB, case 1007921. My experience reflects poor customer experience, poor app, poor in person and over the phone support and lack of accountability. I can’t evaluate classes since I could only participate in 1 as a member.

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★ 1

After Covid, when they decided they are ready to open back , they started to charge their old customers based on if we replied to text msg or not!

Very bad customer service!!

I've been told that they will stop the charges moving forward but after few days I was surprised to discover that my charge amount got higher!!

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★ 1

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★ 5

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★ 5

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★ 5

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★ 2

Not that great, and the 30 day notice to cancel signs you up for a month more than you expect. The app booking system is a bit clunky - can charge you for mistaken bookings that you cancel immediately (within a minute), and that charge is on top of your monthly dues. Add to this some largely ineffectual support services within the app, you just get the phone number to call the given local gym itself. Surprised how unimpressed I am with OT, it feels almost a shade of deviant and a little too ad hoc for such a large business.

Source: Google

★ 5

I love the experience of Orange Theory provides with good balance of cardio and exercise with motivating instructors. I would love it even more when we can do exercise without masks :).

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★ 4

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★ 5

Nicely out of the studio, very friendly staff and you must come and take a class with Coach Eddie

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★ 5

love the community here!

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★ 5

Excellent energy and friendly staff. Welcomed me from my home studio in Nashville and gave me the challenge I needed to stay on point while on vacation. Thank y’all, I’ll be seeing you next time!

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★ 5

Been an OTF member since 2014! Love Love!

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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

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★ 5

Great workout

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★ 5

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★ 5

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★ 5

Porsche

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★ 5

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★ 5

I really appreciate that the coaches are always positive in encouragement vs. a yelling bootcamp kind of feel. The workout includes different elements so you can get a full body workout, and it's not repetitive so no fear of boredom! I started working out consistently 6 months ago and have lost weight and feel great! My last doctor's visit she asked me "what have you been doing? your numbers are great!", I replied "Orangetheory".

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★ 5

I’m hooked after my first workout at the Palo Alto gym. I liked Scott’s energy and motivation!!

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★ 5

Convenient location and these works outs addictive!

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★ 5

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★ 5

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★ 1

I'm traveling and they are cancelling classes all the time and very last minute. But still collecting membership fees! My friends are growing in frustration and some are contacting corporate to complain. Only apologies from the front desk.

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★ 5

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★ 4

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★ 4

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★ 5

The trainers are great

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★ 5

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★ 5

Clean, friendly, so much fun and the coaches are great! Front desk staff is awesome! Thank you all! :)
Update to add 7.24: I have been to 9 different studios in the past month that i have been a member and im pretty sure Palo Alto is my favorite location by far! The showers and supplies( which arent at every studio of course) are great, i worked out with Skie yesterday and he was just great! My all out was the best i have ever done! Thank you guys and see you Thursday! :)

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★ 5

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★ 5

Great workout

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★ 5

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★ 1

I would give 0 star if it allows. I made an appointment online and then they told me I am not in the class. There are total two different stories about how to register the first class. The whole registration process is a mess.

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★ 5

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★ 5

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★ 3

My experience here was O.K. the front desk staff was awesome. Extremely friendly and helpful, but the coach, Michelle, was just OK. She didn't really express any encouragement beyond exactly stating the workout. I feel like they could've had a recording of the workout and would've been the same experience. Left underwhelmed.

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★ 5

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★ 5

The workout is varied by day, I don't have to plan, just work hard. Positive encouragement by the trainers.

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★ 5

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★ 5

Great workout, friendly instructors, clean studio

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★ 5

The customer service of this gym is amazing! A few months back I had to cancel my membership (due to an injury) and there was no sale pitch, sneaky charges, or guilt trip. It made me count the days until I could sign up again! I've been a member at other gyms where year long contracts or pushy sales people ruined my experience. Not here! They just rely on their highly quality product to keep you coming back. I love the workouts and the sense community. Their mini challenges are great too (Tri-Dri, Marathon Month, Hell Week.) Highly recommend! (Although I wish the studio was slightly bigger. 3Gs are tight.)

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★ 5

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★ 5

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★ 5

I have been a part of the OTF family for a little more than 3 years. I can't say enough good things about this studio. Right from the reception, where i am always greeted by amazing happy smiles and staff that always goes far and beyond in making my experience a positive one, to the instructors who always keep me motivated and make the class super fun while also bringing attention to form and other technical aspects. Everything is top notch.
I enjoy their tracker a lot. You can see how you are doing compared to others in the room on the screen. There's no guessing about how much you burnt in your class at otf since they always send your numbers even before you reach home after class. :)
I enjoyed all of the classes that I've taken here. They truly have the best workout playlist. From my perspective, the OTF experience is pretty fantastic at this studio. I was glad to have the opportunity to experience it in person. Check it out...you won't regret it!

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★ 5

I have really enjoyed working out at Orangetheory Fitness. The trainers challenge you at every workout despite your fitness level.

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★ 5

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★ 5

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★ 5

OTF Palo Alto is an inspiring studio -awesome trainers and staff. Invigorating workout with coaches that encourage and support everyone with personalized attention. Mini-workshops on nutrition, rowing techniques and flexibility are the icing on the cake!

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★ 5

Really like OTF. Now in my fifth year of 3-4 workouts per week. I'm nearly 72 and the coaches are great about working with me to accommodate my capacity without being too cushy or too pushy.

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★ 5

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★ 5

great staff and coach Mike is awesome.

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★ 5

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★ 5

It's orange, it's loud (sometimes too loud), it's diverse, I'm too busy working out and competing against everyone (my friend) to look at the clock. I'm also stronger so that's dope.

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★ 5

Great full body workout. Burnt more than 750 calories in just an hour long workout. Trainer Anthony was very motivating and helpful. Highly recommended. Excellent machines and heartbeat tracking system

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★ 5

I've been to this studio for a year and I have nothing but great things to say about the staff, management, and coaches. The staff is friendly, the management is always seeking to find ways to improve and better our experience, and the coaches work hard and genuinely care about the quality and safety of our fitness while pushing us to our limits. This studio has done an exceptional job in building up a wonderful community of members. I can confidently say that this studio can be the exemplary model for what a successful studio should be. Thanks otf Palo Alto!

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★ 5

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★ 5

Enjoyable and affordable group fitness training, led by a motivating coach, using heart rate zone monitoring as the science behind the company's foundation. Getting your HR at least up to the "orange" zone (zone 4 in the traditional 5 HR zone system) is the ideal place to be for 12-20 minutes to improve your body's conditioning and post-exercise caloric burn. Hour long classes are divided into half weights, half cardio (mostly on treadmill but often including rowing). As you work out, your HR, and other important stats, are displayed in real time on screens in the studio. Workouts change daily; you rarely see the same formats over and over. Locations are all over the US, and this PA location has some great coaches and a friendly, helpful staff. I've been a member for over 3 years here and really enjoy the structure and challenge these workouts give me.

Source: Google

★ 5

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★ 1

As a OTF member for more than 3 years and have been to 6 different studios in 3 different states, I have to say Palo Alto (PA) studio is the worst.

1. I was pissed off this morning. I had a reservation for 7:05am class and had already drank pre-workout at 6:30 am. I arrived PA studio at 7:06 am and was told I was kicked out the class and they let somebody on the waitlist in. The policy of OTF indicates people can still go into the class within 7 mins after the class start. I didn't cancel my reservation and I didn't receive any message or calls to ask if I can make it or not and was silently kicked out the class.

2. I was on the wait list on 9:10 am class on some Saturday and I received a message to check if I can make it. I replied yes and inform them that please cancel my 10:15 am class to let somebody else in. I was driving at that time so I can't take actions by myself. I don't know if they canceled my 10:15 am class or not. But I still got charged $12 for 10:15am no show. How ridiculous! I let the front desk know my case, they said they will take care of it. But they never did!

3. I told the front desk several times that the strip of some rower machine are very loose. I hope they can replace those. But they never did. There are several members also notice that because I find they try to avoid those rower machines.

As an "old" member who has an unlimited class package since a graduate student. My membership fee keep increasing from $159 -- $179 which almost 10% of my scholarship at that time. Now I graduated and have a full time job, our company has a awesome gym with fancy equipment. Why am I still with OTF? I like the trainers here and organized class. I can see my body change during these 3 years. At the mean time, I hope I can also get good service and I am sure there is a large space for OTF PA studio to improve.

Source: Google

★ 1

This studio does not even deserve one star. This Studio sucks and they have incompetent staff. Because of this studio I am canceling my membership with Orangetheory Fitness. I am new to the area and decided to try this studio since it was close to where I am currently living. I walk into the gym and check in but because I was not told that there is a card for each machine I got KICKED OUT of the class because the class was too full. I was not explained to when I checked in that I needed a card. So when the coach instructed me that I needed to get a card from the front counter the manager had told me that all of them were gone. They should have made those that were on the waitlist leave the class not someone that had pre-registered to come to the class.

Source: Google

★ 5

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★ 5

Love love love Orange Theory Palo Alto! The staff is very friendly and helpful. My favorite coach is Stephanie :-)

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★ 5

Highly recommended!

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★ 1

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★ 5

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★ 5

Unfortunately, I don't like the workouts....... i LOVE the workouts at OTF Palo Alto! =P The workouts are always challenging and fun. The coaches are energetic and set the vibe high with endless motivation - especially Kraig and Stephanie. I may dread the drive there for 5am classes but feel GREAT after every class! The front desk staff are super friendly and easy to converse with and can resolve a situation no matter how big/little the issue may be in a professional manner. I really like how prompt they are when checking in members and greet them personally by name. side note- I've personally witnessed a few members who give the staff a hard time making it seem they're being treated unfairly when really it's the members' fault for forgetting OTF studio procedures. SHOW UP EARLY/ ON TIME and enjoy the class! its not rocket science! last note - Steven still rocks!

Source: Google

★ 5

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★ 5

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★ 1

esterday I called them to ask if they have daily or weekly passes. This was for my mom who is visiting from Toronto and simply wants to work out a few times while she's here.

I was told by the girl who answered that they have an introductory special for new clients for $12 per day. That sounded great. The problem is they need you took in advance or classes get full. My wife ended up finding a free pass on their website so she printed that out.

So my wife takes my mom over there today along with a three week old baby and the guy at the desk says it's $28/day. My wife tells him I was told $12 and she nevertheless has a $12 pass. His response was that you have to be local to get either deal.

I was clear on the phone that my mom was VISITING and the girl told me $12.

FOR MANAGEMENT: The guy at the front desk was the person working on Tuesday February 27, 2018 just prior to the 11:25am class.

Two adults and a newborn were disrupted in order to discover that the staff at this Orange Theory have no idea how to handle a request for daily access from a prospective new client. More importantly, they should have honoured the free or at a minimum the $12 fee in the interest of building good will with us since my wife is local and may have decided to enroll with them as a member. My mom also visits often enough that if she liked the place she would have come back.

Thanks for wasting our time, gas, energy.

Source: Google

★ 5

Orangetheory is perfect for someone like me who had an intense aversion to the gym and can't be counted on to stick to a gym regimen left to my own devices. The workouts have structure, are varied, challenging and, most importantly, can be modified according to fitness level.

Source: Google

★ 5

Great workout. Highly recommend.

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★ 5

I've been going to OTF for almost 2 years. I split my workout between Palo Alto and Willow Glen. Both have great staff and provide an excellent workout.

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★ 5

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★ 5

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★ 5

love going, very helpful with weight loss, tough and good for any skill level, great instructors

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★ 5

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★ 5

It's always changing, so I am never bored. I like the pace, and I can always look forward to pushing myself. I have seen real results here! I intend to keep going and I always recommend PA OTF to my friends whenever they allow me to bring it up :-)

Source: Google

★ 5

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★ 5

Amazing instructors! Very helpful and engaging. Great workout!

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★ 5

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★ 5

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★ 5

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★ 5

I've lost almost 20 lbs through going to Orange Theory. The trainers are great at motivating you to accomplish your goals.

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★ 5

I love a challenge and try to get as much out of each workout as I can. OTF gives you the best burn for the buck! I average 800 calories every hour workout and feel great everytime I complete the session.

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★ 5

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★ 5

Love that OTF is self-paced, but at the same time, you benefit from the group setting. Coaches are encouraging and supportive, regardless of your fitness level.

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★ 5

Orange theory is an awesome work out. It's always different every time you go, so you don't get bored!

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★ 5

The workouts are great!

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★ 5

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★ 5

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★ 4

An okay size studio in an easy to visit location with great parking. Friendly staff and the instructors are good.

The studio got warm during my class but the location trumps the discomfort. Just make sure you bring a hand towel.

Because of the small studio size, it can get cramped during floor exercises.

Source: Google

★ 3

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★ 1

Staff terribly rude. Overly bureaucratic. Decided not to proceed with free first class. Much better exercise options out there.

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★ 2

Treated rudely by front desk. Disappointed since I usually love OTF.

Source: Google