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November 2024 by Stephen Seed
This location has poor customer service at the front desk which ruins the overall experience. I've been an OrangeTheory member for over 4 years and have only had issues at this studio with the front desk.
Firstly, the location doesn't have much parking so sometimes there is a wait to find a parking space in the lot. Therefore, on two occasions I have made it to the studio right at the 5-minute cut off period and was refused entrance to the class by the front desk.
Today, both the class coach and sign-in person wanted to admit me because I was there within 5 minutes of the class start but I was again refused by the front desk. My partner was already in the class and communicated to the staff I was parking. There seems to be no empathy or rationale thinking by the staff member. They mentioned it was " for safety issues" - however this was a Trend50 class. Members walk or run on a trend mill for 50 mintues with very limited coaching and no demonstrations.
Unfortunately, I believe these situations were handled poorly and doesn't contribute to a community feeling.
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November 2024 by Stephen S.
This location has poor customer service at the front desk which ruins the overall experience. I've been an OrangeTheory member for over 4 years and have only had issues at this studio with the front desk. Firstly, the location doesn't have much parking so sometimes there is a wait to find a parking space in the lot. Therefore, on two occasions I have made it to the studio right at the 5-minute cut off period and was refused entrance to the class by the front desk. Today, both the class coach and sign-in person wanted to admit me because I was there within 5 minutes of the class start but I was again refused by the front desk. My partner was already in the class and communicated to the staff I was parking. There seems to be no empathy or rationale thinking by the staff member. They mentioned it was " for safety issues" - however this was a Trend50 class. Members walk or run on a trend mill for 50 mintues with very limited coaching and no demonstrations. Unfortunately, I believe these situations were handled poorly and doesn't contribute to a community feeling.
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October 2024 by Tanner White
Terrible customer service, I signed up for a free class and was bombarded with text messages all week from them. Then an issue arose the day before my class was scheduled and I let them know well in advance that I wouldn’t be able to make it. 12+ hours in advance. They then, without asking me or confirming my availability, put me in a different class and when I didn’t show up because I didn’t know they actually put me in a different class they changed me the cost of the class. When I called to get my money back they laughed at me and told me that I could take a “free class” instead. Fun fact, it’s not free if you already stole my money. I had to go to my credit card company with proof of me canceling my class, which is the only reason I was able to get my money back.
I’m shocked this place hasn’t had a lawsuit with how stupid their policies seem to be. If you are desperate enough to try this place out I highly recommend using a credit card so that when they steal your money you can actually get it back.
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October 2024 by Hannah Westfall
This studio is amazing ? such a great vibe and the staff is out of this world ? shout out to Studio Manager Brianna for always being such a wonderful and welcoming presence in the studio.
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August 2024 by Nikki G.
In order to attend the complimentary free class for prospective clients, they ask for a credit card. When asked why they needed my card, it was explained to me that it was part of the process but that it WAS NOT GOING TO BE CHARGED. Kenny, as a manager, you need to tell your staff to be upfront about why yall ask for prospective clients' card info. You all will worry someone to death to attend a FREE class but then charge that person $30 for not attending even if it was just a complimentary class that, due to the legendary DMV traffic, I couldn't arrive 30 mins before the scheduled class as instructed. I suggest folks visit La Fitness who will give you a 3 day pass that is not monitored or controlled by time frames and loop holes that will potentially cost prospective clients $30. They have the same classes as well as better options in terms of variety and time slots. I will be blocking that $30 charge as I did not authorize my card to be used by OTF. I see other folks have had the same issues. Do better
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August 2024 by Frank Martin
Great workouts, great instructors, great staff. Very inviting for people of all ages and abilities. It’s made a tremendous difference in my fitness after many years of inactivity.
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August 2024 by Mr. Williams
I have been a loyal member of Orangetheory Fitness for 10 years, but my recent experience at the Silver Spring location left me extremely disappointed. I arrived at the studio at 5 am, excited to take a class I had signed up for, only to be informed that I couldn't work out due to a billing issue. What frustrated me the most was that no one from the studio bothered to contact me beforehand to inform me of the problem. As a result, I wasted my time and effort getting up early for nothing.
When I raised my concerns with the manager, Briana, I was met with a complete lack of empathy. She failed to acknowledge the inconvenience caused to me and showed no willingness to address the poor service I had received. This lack of accountability and customer care was unacceptable, especially considering my long-standing membership with Orangetheory.
I have never been treated in such a dismissive manner at any other Orangetheory location. While I appreciate the workout experience at Orangetheory, the management at the Silver Spring studio needs significant improvement. Members should feel valued and respected, especially after years of loyalty.
I hope that Orangetheory Fitness takes these concerns seriously and works to address the issues at the Silver Spring location to ensure that all members receive the high-quality service they deserve.
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August 2024 by Sarah Frances Williams
I am lucky to have Orange Theory Fitness Silver Spring as my home studio. The coaches and staff have created such a welcoming environment. I have increased my strength and cardio, while be able to adjust and correct my form. The community they have built makes me want to come in as many times as possible a week. Couldn’t recommend the people, the workout philosophy of OTF and this studio enough!!!
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August 2024 by Meron Henok
This location tried to BRIBE me?
Check Yelp Reviews for the genuine reviews on this location... Customer service was incredibly poor, manager was not empathetic and extremely patronizing. not a good vibe. It seems like other reviewers on Yelp had the same experience...
I wanted to give this location another try and hopefully update my past review. Sorry girls-- they are still an unpleasant location. I called in for them to help me redeem a class back that was marked on the app that I hadn't signed up for then was redirected to submit a customer service ticket on the OT app --no problem. Corporate then redirected me to call the location back since it's nothing they could really do on their end and it's up to the franchise location to offer me the class back -- okay, no problem. I call the Silver Spring location back and they offered me the class back on the condition that I change my previous review on Yelp. Father, forgive me for being honest on Yelp, a platform meant for transparent reviews from the perspective of a consumer. On the phone, I was clear to Kenny, the studio manager, that my review had no correlation to this current issue and that if I were to revise my previous review, it would only be on the basis that they offered a better experience. I always write a review with the intention of giving visibility to the business but I'm not going to fake a review. If your business is inadequate, then it's inadequate. Work on making it better with the consumer reviews.
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August 2024 by Curtis Blessing
The people who work here are just mean
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August 2024 by Sarah Kleinman
I love OTF SS! I’ve had a great experience coming back after just having my second baby. The staff is super friendly and helpful, and the coaches (especially Roxanne!!) are super engaged my fitness journey and give me personalized attention and support. I’ma very big fan and strongly recommend joining!
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August 2024 by Brian W.
I have been a loyal member of Orangetheory Fitness for 10 years, but my recent experience at the Silver Spring location left me extremely disappointed. I arrived at the studio at 5 am, excited to take a class I had signed up for, only to be informed that I couldn't work out due to a billing issue. What frustrated me the most was that no one from the studio bothered to contact me beforehand to inform me of the problem. As a result, I wasted my time and effort getting up early for nothing. When I raised my concerns with the manager, Briana, I was met with a complete lack of empathy. She failed to acknowledge the inconvenience caused to me and showed no willingness to address the poor service I had received. This lack of accountability and customer care was unacceptable, especially considering my long-standing membership with Orangetheory. I have never been treated in such a dismissive manner at any other Orangetheory location. While I appreciate the workout experience at Orangetheory, the management at the Silver Spring studio needs significant improvement. Members should feel valued and respected, especially after years of loyalty. I hope that Orangetheory Fitness takes these concerns seriously and works to address the issues at the Silver Spring location to ensure that all members receive the high-quality service they deserve.
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July 2024 by Daniella J.
I have nothing but excellent things to say about Orangetheory Silver Spring. The managers are polite, accommodating, and deliver excellent customer service. The classes are fun, upbeat, and are a great start to my day. I have recommended this location to many of my friends who have also had the same positive experience as me.
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July 2024 by Meron H.
UPDATE: I wanted to give this location another try and hopefully update my past review. Sorry girls-- they are still an unpleasant location. I called in for them to help me redeem a class back that was marked on the app that I hadn't signed up for then was redirected to submit a customer service ticket on the OT app --no problem. Corporate then redirected me to call the location back since it's nothing they could really do on their end and it's up to the franchise location to offer me the class back -- okay, no problem. I call the Silver Spring location back and they offered me the class back on the condition that I change my previous review on Yelp. Father, forgive me for being honest on Yelp, a platform meant for transparent reviews from the perspective of a consumer. On the phone, I was clear to Kenny, the studio manager, that my review had no correlation to this current issue and that if I were to revise my previous review, it would only be on the basis that they offered a better experience. I always write a review with the intention of giving visibility to the business but I'm not going to fake a review. If your business is inadequate, then it's inadequate. Work on making it better with the consumer reviews. xoxo,
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July 2024 by Sara Pranio
I love this place! Great workout, great staff, and they’ve built a really lovely community too.
