Got another email from a different employee and instead of refunding the charge, I was offered free months of membership even though I have not been to the studio since July 2024. I’m questioning the thought process behind this since I communicated that the reason I’m not attending is a change in my job situation. I don’t work near an OTF studio and have a long commute, and there aren’t OTF classes on Saturdays near me. Was hoping to rejoin later when I work closer to an OTF location because I love the workouts so much (I appreciate how there are OTF locations nationwide), but I can’t support a studio with this pattern of billing errors and lack of accountability.
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I used to go to this studio and have nothing but good things to say about their trainers, the studio itself, and the staff that work with you in the studios. Croy was great! Was in the best shape of my life when I was working with him. His enthusiasm is contagious!
I haven’t been to any OTF studio since July 2024 due to work and schedule location changes. (OTF only offers weekend classes on one day which doesn’t work for my M-F work schedule, unfortunately.) In that time, I’ve been billed several times due to their automated billing for the unlimited membership ($140), which I understand since I didn’t stop the charges and thought I might be able to just drive an extra 20 miles a day to go to an OTF class. There was also an issue with by being overcharged and money sitting in my account, which I only found out about when I called back later to address a different billing error. I finally called in December to freeze or cancel my membership until I was able to get back into a studio again (also had to call to ask for a billing correction after being billed twice times in one month!) and was billed anyways 2 months later in spite of not being able to get back into the studio. I’m guessing this is just an error that will be resolved soon, but I received a couple of confusing emails 1) asking for clarification, and then 2) not caring about clarification and just ruling in favor of charging my account.
Hoping that a supervisor sees this and can correct the erroneous charge and finally get my membership cancelled since there’s no way to put it on hold until you’re able to return. The billing will be pushed though whether you make an agreement about it being on hold or not. Hate leaving negative reviews (you can check my Google reviews history), but this has been such a headache to deal with.
Again, the instructors and the services the studio provides are incredible. Just the membership department seems to have some issues.
