★ 1

WARNING: This Studio Flagrantly Violates OrangeTheory Policies

On December 24th, my friend and I arrived at the Redlands Orangetheory studio at 8:48 AM for a scheduled 8:45 AM class. The staff refused us entry, stating that our spots had already been given away due to a "studio-specific policy" that spots can be released after 2-3 minutes of a class start time, rather than the standard 5-minute grace period outlined in Orangetheory’s official policy.

I spoke with the studio manager, who claimed that this rule had been an unwritten, verbal policy at Redlands for years. According to her, members are informed of it when they join, though both my friend and I have never been told of this supposed policy. Had I been aware of it, I certainly wouldn’t have signed up at this studio. When I asked the manager to put this policy in writing, either in the membership agreement, through an email to members, or by posting a sign in the studio, she outright refused.

I then reached out to Orangetheory's corporate team for clarification, and their response was clear:
“The late arrival policy is outlined in the Rules & Policies document that all members must complete upon signing up for their membership. Members are not permitted to enter the studio after five minutes past the class start time. If there is a waitlist, a member on that list will take the spot of anyone who arrives late. This policy is intended to be consistently applied across all Orangetheory studios. However, it has come to our attention that some studios are not adhering to this policy and are permitting members to enter after the five-minute grace period. This inconsistency can lead to confusion and a negative experience for members when they encounter strict enforcement at other locations. Studios are not permitted to create their own late arrival policy.”

In other words, the Redlands studio is directly violating Orangetheory’s established policies.

While the coaches at Redlands are fantastic, the management and ownership are a huge disappointment. I suspect this is one of the main reasons many talented coaches end up leaving.
The strength of the Orangetheory franchise model is its consistency across locations. While I’ve had excellent experiences at other studios, the inconsistencies and undocumented policies at the Redlands location create unnecessary confusion and frustration for members, especially those who travel between locations.

I strongly recommend that prospective members avoid this studio.

Source: Google

★ 5

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★ 5

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★ 5

Great workout!! Great coaches!

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★ 5

Big fan of OTF Redlands! I've been a member here for over a month now and I'm so obsessed with it. The coaches are friendly and welcoming, community is great, the workout is incredible, and there are always classes to sign up for. Highly recommend!

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★ 5

Love OTF- great full body workout in an hour!

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★ 5

Great workout!!

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★ 5

It's Fun and helps you release excess pounds & keep you in shape!!!

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★ 5

Great workout and all the staff is amazing, nice and encouraging. I love the atmosphere!

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★ 5

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★ 5

OTF Redlands is amazing! The workouts are always challenging and help me achieve my fitness goals. There are a good amount of classes so it is easy to find a time that works for my schedule. I have been an OTF member for a while and used to attend other studios but I can say this is one of my favorites, the staff and coaches here do a really good job. Coach Taylor, Beth, and Isaiah are awesome. They bring so much energy and are great at keeping a hard work out fun. I highly recommend OTF Redlands for anyone looking for a great work out.

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★ 5

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★ 5

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★ 5

Love Orange Theory - very efficient work out for every body type. You can push yourself as hard as you want to.

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★ 5

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★ 5

Keep me motivate to continue my goal to keep healthy.. coaches are very encouraging and super energetic from start to end.. workout plans/session is very encouraging, sweating for sure at the end😉.. reception staff are very accommodating..

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★ 5

I love orangetheory! I have only been to this location and it’s been a great experience. It’s been super clean, very on time, and I appreciate how friendly the staff is. I wish it wasn’t so expensive but other than that it’s great 😅

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★ 4

I love that every minute counts. There’s no wasted time because each exercise is designed to maximize your effort.

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★ 5

Awesome team! Great staff! Wonderful trainers

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★ 5

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★ 1

Clearly this studio only cares about new member money and not exiting members.

I came in a few weeks ago and the class started nearly 10 minutes late because they were doing new member orientation. I didn’t say anything at the time even though I thought it was very inconsiderate not to take into consideration everyone’s time.

Today I come in 6 minutes late after being stuck in traffic and driving 30 minutes to get there. One of the girls at the front tells me that I’m not allowed to go in.

Very unprofessional!

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Clearly my experience at your studio changed from a year ago and your studio is not deserving of more than even 1 star now. Businesses should improve and not go backwards over time.

I have been aware of the 5 minute policy. However when your staff starts a class 10 minutes late to accommodate new clients, it is a clear indication that they don’t have any regard for long time clients.

I will certainly never, ever consider visiting your studio again.

Source: Google

★ 1

Twice I've tried coming in to a class and both times I've been given some excuse as to why my class was cancelled or why they gave my spot away. They have a 5 minute grace period but if someone else is waiting in the lobby before that time they take your spot regardless if you come in within those 5 minutes. Their rules are very different from all the other orange theory gyms I've been to which is fine but share those rules to first time members to your gym. Also have consistency with those rules. Our membership is not cheap so I would expect a certain level of professionalism and a be better attitude from whomever runs this place.

Update: since I cant reply to the owners comment i will here. Thank you for replying and yes I have read the agreement. I have seen the 5 minute late policy but no where does it state that the waiting list gets to go in after 2 minutes of class starting. I mean what's the point of the 5 minute grace period then? It's ok if the rules change just a heads up would be nice. Also I didnt get multiple calls and texts the first time I tried attending your gym. I got one call and one voicemail right before class. I don't need to lie about that it's just a simple fact. I appreciate you responding though.

Source: Google

★ 5

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★ 5

The coaches and the front desk are very friendly and upbeat. They make you feel comfortable. The coaches are motivating and pay attention when needing to correct moves. If you’re looking for a workout that fast paced and where you are pumped up to push yourself this is it.

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★ 5

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★ 5

Great vibe awesome motivating coaches

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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

I am always challenged by this workout! It is never easy...
Super nice and helpful coaches and staff plus great music!

Susan Tedrow Real Estate, Inc.

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★ 5

Love this gym! Staff is amazing, studio is clean and doesn't have "gym funk" smell. All the equipment is well maintained and cared for. Its a clean studio! Members wipe down equipment before and after use. Amazing workout everytime

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★ 5

Love OTF! During the Covid shut down I was missing these HIIT workouts and the trainers there. So glad to be back.

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★ 5

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★ 5

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★ 5

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★ 5

Amazing gym

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★ 5

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★ 5

Great workout, great schedule, not so overworked that I’m unable to return the next day and repeat!

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★ 5

Challenging, specific-full body approach to strength through fitness. I feel completely comfortable in this group setting. Instructors are confident in the structuring of workouts and convey that in a way that is supportive and not intimidating. It is my week two and I look forward to my workout.

Source: Google

★ 5

I enjoy OTF. The environment is encouraging, friendly, and clean. All levels of fitness are welcome and everyone works their butts off. I love that the workouts are challenging yet sensible. My only complaint is that they only offer two 8 p.m. classes.

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★ 5

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★ 5

If you want to get pumped, feel great, and be surrounded by fun motivating people, then you need to join OTF Redlands! Life changing!

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★ 5

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★ 5

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★ 5

The coaches and staff are amazing. They all remember my name even though I only see each one about 1x a week. I love that the workouts are planned for you. You go and just do whatever is in store for you. I leave knowing I’ve gotten a total body workout and that I’ve earned a sweet treat if I so choose.

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★ 5

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★ 5

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★ 5

A very clean and friendly environment! The staff are very professional and the work outs are durable!

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★ 5

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★ 5

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★ 5

The coaches are awesome! Staff is friendly. OTF is a great place to challenge yourself each time you come in for a workout.

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★ 5

Great workouts that push you to improve but not discourage you with failure. And great coaches!

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★ 5

All of the coaches I've had so far have been amazing. They are always watching everybody to make sure they are following instructions correctly and to see if there are questions and/or concerns. I have a shoulder injury and they have all been very accommodating with making modifications for me. The atmosphere and the music are very upbeat. Overall I love how the workouts are structured; from the variations each workout to how to they are built to push you.

Source: Google

★ 5

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★ 5

Great workout, love getting things done in an hour

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★ 5

Came to my first workout while my brother (an avid Orangetheory member) was visiting from out of town. I was a little nervous hearing how hard the class could be, but was shocked by how Coach Crystal’s encouragement and coaching helped make the workout not only easier but more fun than I have ever had working out! I will definitely be coming back for her classes in the future!

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★ 5

Love it!!!

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★ 5

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★ 5

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★ 5

Been active all my life and this is the best fitness experience I’ve ever had!! I’ve seen so many results!

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★ 5

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★ 5

Really intense and well setup circuit !

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★ 5

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★ 5

I love that that all I have to do is show up to OTF and do the work that is already planned for me. This is like hiring a personal trainer but in a group setting and not near as expensive. In the beginning, I wished OTF wasn't so expensive but I've come to realize that it's part of the motivating factor not to cancel a class when I'm stressed or feeling unmotivated. It's been very effective for me: invest and show up. The fact is this gym is the only gym membership I've ever consistently used 5 days a week for 9 months straight. I also love that the culture of this place attracts genuine, kind-hearted and hard working people who want to be healthy. That kind of overall culture is important to me when I think about recommending OTF to someone who is just starting out on their fitness and health journey.

Source: Google

★ 5

LOVE THIS PLACE! Finally have a gym that I look forward to going to! All the coaches are fab :D Must join!!

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★ 5

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★ 5

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★ 5

I had a great workout with Bryam! All levels of fitness are welcome here. The environment is super friendly and non-competitive. I highly recommend this place for anybody looking for a consistent routine workout that is different, engaging and fun. The staff is super welcoming and will work with you to conquer your goals!

Source: Google

★ 5

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★ 5

Only on my 2nd class but loving it already and would highly recommend to anyone looking for that extra push for motivation. If you need info., see Cass, she's incredibly attentive, friendly, and professional.

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★ 5

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★ 5

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★ 5

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★ 5

Love the motivating instructors and the fast pace workouts. The hour goes by so fast!

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★ 5

It's intense and challenging.

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★ 5

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★ 5

The workouts are awesome. You really know you did a great job and didn't waste your time because the heart-rate based instant feedback you have means you can always make sure you're doing your best - without killing yourself either to unrecoverable exhaustion levels. Someone has all the interval based training figured out for you and you just need to follow their lead. The coaches are very inspirational and knowledgeable. Everyone is so friendly. Every time I work out, I feel great and am looking at my schedule for when to book my next session!

Source: Google

★ 5

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★ 5

Every class is harder than anything I've ever done before and I'm finally able to make some progress on getting back into shape!

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★ 5

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★ 5

This location is clean and kept up. They have the perfect blend of treadmills, rowers, and weights. All of the coaches are amazing and motivate me to do my best. The MUSIC is fantastic :) I love being able to see my heart rate throughout the workout and being able to monitor my progress with each workout. I love that we can keep track of our benchmark workouts and always strive to improve them. I love the themed workouts and events such as Hell Week! Also, all of the front desk staff are so sweet and genuine!

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★ 5

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★ 5

Full body workout in one hour, friendly coaches, up-to-date equipment, variety in each workout

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★ 5

Love our workouts here! It's like having a personal trainer coaching you what to do. Never a boring session because of the variety in workouts. I love the treadmill work especially! Time flies when you're having a fun workout!

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★ 5

It is so motivating!!! Also, the music is amazing - really great songs at just the right volume.

Source: Google