Great workout, but completely horrible customer service from front desk staff/manager. I initially went to OT because of the No contract membership. Every other place requires a 1 year membership contract but this one didn't. OT charges $80 a month for ONE session a week and more for more often. Most other places charge half that but you have to sign a contract. I figured I would pay more for the convenience of this. Went for a year and had to stop due to medical issues. No issues. Went back because I was happy with OT. Dec 2018 was the last time I attended this location. Due to life crisis, I was unable to attend, they attempted to charge my card in January, February and March. (I let it bounce because I'm not paying for a service that wasn't provided) My non-contract gym membership was the last thing on my mind. I called them in March after receiving "critical account notification" and let them know the details of my situation. The person I spoke with on the phone was not very knowledgable or compassionate on my situation and offered no resolution. I understand they would like 1 month notice to discontinue membership, I figured they would have some sort of lenience for that. I was informed they would ask the manager and let me know. I signed a freeze form until we could get this sorted out. I was not informed of a $15 monthly charge for freezing your account. I paid it. Never got a call back. Couple months later my account was charged again. This time I let it go through as maybe this could count as my 1 month notice final payment. I called them again and got the same run around as last time. I asked to be called by a manager. Never got a call. I physically went in to sort it out. I signed a cancellation form and told them my account had been charged again when I haven't attended in 6 months. They said they could not do a refund. So I was charged $80 for a service that was not provided and they informed me I still have 2 months of outstanding balances. Again, for services that were not provided. I asked to speak to a manager and was informed they are in a meeting and someone would call me back. Weeks later, I call them and ask to speak to a manager. Finally I spoke with Brittany. I told her my story and she said there was nothing she could do that she would have so speak with someone higher up (thought she was a manager?) NO CALL BACK!!! CREDIT CARD CHARGED AGAIN. (didn't let it go through) Went in again and spoke in person with Brittany. I was informed that they lost my cancellation form... So I signed a new one and took a copy. I still have not received any notice or resolution in regards to the "outstanding balance" even though I was told I would get a call. Its been 8 months since I attended this gym and I am still dealing with this mess. If this hadn't of happened, I would recommend this place. Customer service and management is a joke here.

Would not recommend signing any form of automatic payments as they make it impossible to cancel without making you act like a circus bear. Tried to be respectful and polite about the whole situation while out of the city for several months on business offering several options to cancel (Faxing, Email) to sign forms and get my cancellation in writing to them. None of these options are apparently acceptable in 2017, you need to appear in person to the store in order to "protect my privacy" but yet was not asked for proof of id when i signed off on the papers in person two months after first phoning in to cancel. To top it off they still charged me for another month with no understanding or empathy regarding the impossibility of flying from Philadelphia to Edmonton to cancel a bloody gym membership. It's a good thing I don't need the money cause apparently they do. The reason for this review is I despise poor customer service and that's what I have received. Citing Alberta law as their excuse for treating customers in the way I was treated is ludicrous. Nowhere in Alberta Law does it state you need to appear in person to cancel a written agreement. I know this cause I deal with written contracts with clients in my business all the time and would never treat anyone with such disregard. Read the negative reviews on here it all has to do with cancellation. Average of 90$ a class for 14 classes. Will never recommend to anyone, get a personal trainer its way cheaper. I look forward to the owners reply as it will probably be a referring me back to the contract I signed. Yes! I'm aware of the signed contract act like a compassionate human and understand life happens.

I have been a member at this studio for a little over five years and love the workouts! The coaches at this location are very motivating and supportive. In the five years I have been a member, I have unfortunately noticed that there is a revolving door of great coaches and front end staff at this studio. It was my recent experience with trying to get in contact with the studio manager that I soon realized that the steady stream of new staff members is a lack of management. The Studio Manager needs to work on getting a back to customers and their concerns. When I was not able to get in contact with the studio manager, I was told the regional manager, Michelle, would get in contact with me. Michelle contacted me and when I tried to voice my concerns, she cut me off several times, would not allow me to finish my sentences, and was very dismissive. I was very shocked that a regional manager would take that tone with a customer. At one point, she even said, "I've been on the phone with you for ten minutes...!" I asked who I could speak with in corporate and she snaps something along the lines that there is nobody above her and then hung up on me. I am very disappointed that a regional manager for Orange Theory feels it is alright to speak to customers in that manner and hang up the phone. It is not acceptable or appropriate. It is sad to see that this regional manager is an ambassador for this company. When you look at past reviews of this location, the former Studio Manager, Brittany, mentions that "...OTF prides itself in customer service..". Perhaps Michelle should remember that.

*Update: I had decided to cancel my membership. Mostly because of Covid and just welcoming a new born into our family. When I was sold this membership I was made aware that there was no fee to cancel. Well to my surprise when I went to cancel they asked me to pay for one month even though I would not be attending. There was no reason given for needing to pay for a month. I was going through the front desk team, but ultimately ended up taking this to the studio manager(Anna) who ended up waiving the fee for me. My issue here is that it took 1 month to get this dealt with. During my one year at this location the front desk team, management, and coaches changed frequently. What started off as a wonderful experience ended up with disappointment in the quality I was receiving for the high cost. End of update. I cannot say enough good things about Orange Theory Jasper Gates. The front desk staff and the coaches are amazing. Best of all the workouts are efficient and challenging. This is more than just a gym, it's a family!

I am very disappointed. I went to a class this morning and I was the second person in line to go inside and I asked the gentleman if I could use the treadmill. He told me no. He said he has to fill the floor first and he didn't give me the option that I will give you the treadmill and stand back in the line to get the treadmill. When I went to the class two people were on the floor and three on the treadmill and three on the rower. I was very disappointed I went back and I talked to the lady in the front and told her what happened. I understand you guys have to follow the procedure with COVID but I fon't know why you guys are making it so hard and complicated. You guys should be happy people are willing to workout in this pandemic. And I was so upset that I couldn't workout and I left the class.

Orange Theory is the longest standing workout or fitness thing that I have ever had! I've been going for more than 2 years! I love how the workouts are structured so you can pick your own level of challenge and go for it! The coaches are really great at answering fitness related questions or giving modifications. Recently I attended my first Lift45 class with Liz and it blew me away! It was so nice to do a whole class of weight lifting activities and learn a lot. Liz did an extra careful job to watch us after each set and give us cues to improve our form. She gave all of us one on one attention to improve our form and make sure we were moving safely! Her huge smile and boundless enthusiasm really make each workout fun! Thanks Liz!

I am new to Orangetheory and I am loving the experience so far. I’ve done some workout classes before but nothing similar to this. Although it is not cheap, it is very worth it especially if you’re a terrible self motivator like myself. :)) I was actually feeling nervous at the beginning as I’m not very confident using gym equipments or doing floor exercises. I was afraid that I would look stupid not knowing what to do but the coaches I’ve met so far were extremely helpful and corrects you if necessary in the nicest way possible. I’ve been feeling better about myself since I joined. I would say that it’s a must-try for everyone no matter what your fitness level is. You also get the first class free.

The workouts at OTF are amazing, every class is different and challenging and the coaches are inspiring and motivating, creating a great atmosphere. The front desk staff are mostly friendly and welcoming, usually greeting you by name and helpful with any questions you may have. Unfortunately there seems to be a high turnover of staff. Most recently their head coach Sandy, who was phenomenal and had been there a long time, was abruptly gone. She was literally there one day and gone the next and there seems to be a lot of secrecy around her sudden departure. She was an outstanding coach and amazing person and I'm really disappointed that Sandy is gone - she is really missed!

OTF is the perfect medium for me to participate in physical activity and improve my overall health. I love the combination of intimate classes and group activity that allows me to ask for help when I need it, but still work out and clear my head in peace on the days that my true introvert-self comes out. Every work out is different, everyone is very approachable, and now that I'm enrolled, I don't know that I'll ever go back to a regular gym. People may say it's pricey, but I think it's worth every penny. For someone who had a gym membership for years, OTF gives me a workout or physical progress that I never would have achieved on my own. 10/10 recommend!!

I was recommended to your company from a colleague. I registered and promptly received a phone call about my inquiry. The customer service representative was very informative and helpful. I asked about your pricing for different levels of memberships and she totally changed gears and became abrupt and said that she could not give that information over the phone. I then thanked her for her time and said that I would not like to involved in a company that is not transparent with its customer for the start. I find these business practice wanting and duplicitous.

I am not usually one for classes but I really do love attending OT. The workouts are intense but you never feel pressured to keep up - you do what you can and that's enough. I especially love Ashley's classes - her Tuesday nights and Saturday mornings are really fun, and even though it's a group class, she's always available to give you some one on one assistance, or help modify workouts if you have trouble with something/have an injury :) Cannot recommend it enough for someone looking for an intense workout with great cardio and strength components.

These people are crooks. Trying to cancel my wife's membership after she became pregnant has resulted in them refusing to stop charging her unless her doctor fills out a 5 page questionnaire and nearly $1000 in monthly membership fees despite not attending a single class. I'm not sure how this is legal and I think it's pathetic that a business would operate in such a manner. All I can say is that I strongly advise against agreeing to automatic payments with this company because trying to stop them after they've started is next to impossible.

My wife and I have been doing Orange Theory for about four years now and it has really become part of our life. The experience - both in the studio and now, at home -has been consistently excellent and I really feel like we’ve learned a lot about ourselves and how to manage our own fitness. The focus is always on challenging yourself and they really focus on meeting you where you are to take you where you want to go. The coaches and studio staff are engaging, supportive and smart and we feel very fortunate to have them in our lives.

I love the coaches! I have tried memberships at other gyms before but always quit because I wasn't being pushed as there was no one there to push me. Whereas at OTF, it may not look like the coaches are posting attention to your speed on the treadmill or rower, but they are. And they're there to fix your form. There may be a lot of other people in the class, but they are constantly going around and seeing how you're doing. Joining OTF was one of the best decisions I've ever made.

My time at Orangetheory Fitness Jasper has been life changing. The workouts are efficient and challenging, the coaches at Jasper Gates are engaging and positive, and the music gets me in the mood to move. I’ve gone from a skeptic to a believer in 3 short months, during which time my energy has skyrocketed, my cardiovascular health has peaked, and I’m the fittest I’ve been since university. I highly recommend OTF to anyone who wants to take their fitness to the next level

Have been a member for 5 years now and I am as big a fan of the online classes as I am of the in person classes. Instructors motivate and provide fantastic corrections to make sure each participant gets a great work out to suit their fitness level. I recommend it highly. I would never do this type of workout on my own. I need someone to keep me accountable. Thanks OTF Jasper Gates. And all of the other instructors from around the city who are leading the online classes.

It is just wonderful to be back! Social distancing to the max. All fans are off. Maximum 15 participants are split among 3 areas, with ample distance between. Participants are choreographed through the studio carefully through transitions. Wipes are distributed before and after using each station. In the lobby, the locker doors have been removed. They’ve thought of everything. And the workouts are amazing as always. It’s very safe to come back! Say goodbye to Covid-15!

I've only been twice, but I don't want the only reviews to be 1 star. I was pleasantly surprised with my experience so far. I was super nervous, as I'm not entirely comfortable working out in groups or classes. The trainer - Shannon - was super supportive and welcoming. She assuaged my feelings of nervousness. I'm now actually looking forward to going back. Something I would never say about the gym! It's totally worth it to check it out and try even just once.

Beware of strict cancellation policies! I do not make cancelling late a habit but I have attended many other group fitness classes that are more forgiving when unforeseen circumstances come up. Overall, compared to all other local group fitness establishments that have visited (a lot!), I find orange theory operated pretty mechanically. I understand it is a business but I have been put off by this a couple times. Unfortunately, I don’t think I will return!

I’ve been going to Orangetheory for over five years and I still love it. The staff and coaches are friendly, fun and motivating; the workouts are always different to keep things interesting; booking in for classes keeps me accountable; workouts can be tailored to many different fitness levels; you get the camaraderie of a group workout along with Individual help when needed; I feel that it’s excellent value for the money.

I have been with them for almost 2 months and now my figure shows it. Fantastic workout every time never get bored here. I thought I would not be able to keep up but it has been full of good surprises for me. You have to try it for a few weeks before seeing a difference and people come here with varying levels of fitness and yet everyone clicks when the music starts.

GF is in the OTF cult and loves it. It's a community for sure and they are always upbeat. It's done wonders for her motivation, that's for sure. Always contests and gift cards to be won they put a lot of effort into challenges so you are never bored. GF looks forward to working out here and introducing others. No, I won't drink their Koolaide!! Hahaaha

Friendly and awesome team at Jasper Gate! Just had a fabulous workout with Coach Eric on OTF live. Despite the glitch of technology, Coach Eric demo every single move and brought us all through an amazing 50mins of workout experience. Truly miss those times in the studio. Thank you for all that you guys do to keep the classes going. ❤

It had a good flow. I felt like I was “working out”, got the sweat going!! The sound track was excellent, really kept you moving. :) Awesome instructor!! Clean environment- liked that we all had to be accountable for wiping off the equipment after we used it. Everyone was great and so helpful. Loved the energy and the workout!!

Well structured and you have the ability to compete against yourself. Great way to spend lots of calories and get fit. Instructors are great and equipment is in great condition.For 1st time users dont be shy to take it a bit slow in the beginning, also give your body time to recover before you train again.

It is intense, fun and positive. I like that I don't have to think but just have to follow the coaches directions. I leave having pushed myself as hard as I can based on the day and how I am feeling and how my body is feeling. I also like the results that I am already seeing after just 1 week of attending!

Eric was THE best instructor and time flew by in this class. I was super hesitant about the treadmill run, but it was actually my favorite part of class. Went as a drop in and left with a membership and cannot wait to go to more classes soon! You have to try Eric's class and his music was straight fire!

You know you're where you needed to be when you feel home, that's what I felt when I walked in the OTF Jasper Gates Studio. As always, the workout is great, the consistency is there, the challenge is at par. Your 1 hour is definitely worth it. Keep it up! #OrangeTheoryFitnessIsWhereRealWorkoutsHappen

Amazing staff members, from the moment you walk through the door to the time you leave, is amazing. They also did an amazing job in explaining the packages and what suits me best. The coaches take their time as well. Even though it is a group session, it feels like you have a personal trainer.

I love Orange Theory and I love this particular studio for its warm and welcoming atmosphere. With Orange Theory, I don't have to plan anything: not my workout, not the music, etc. I just do what I'm told to get an amazing workout with encouragement along the way from the fantastic coaches.

Amazing staff & trainers, routines are really good with a high quality, excellent customer service. I must add that OTF staff are taking excellent and strict biosecurity measures & social distances. About my experience in OTF Jasper Gates and Downtown I could rate it 200/100.

I love that every OrangeTheory workout is different! The Coaches are friendly, encouraging and helpful - plus they PUSH you to do your best. I can literally feel the endorphins racing through my body after every workout! Thank you OrangeTheory for helping me feel my best!!

Great place! I’ve only been going for a couple months, but I really enjoy it. And it’s a good mixed workout. I usually have Tara as a coach and she’s wonderful and always spends time to show me the proper workout moves and how to lift weights. Would totally recommend.

Great workouts! Amazing coaches! OTF Jasper Gates is a great place to workout. The coaches take the time to make sure you are comfortable with each workout and exercise but will also push you further than you thought you could ever go! I love working out here!

I love everything about Orangetheory! The workouts are challenging but always different (which keeps them fun!), and the sense of community is huge. The trainers are knowledgeable and encourage me to push myself. I highly recommend checking it out!

I visit this Orangetheory as an out-of-town guest and they treat me really well even remembering my name even though I only go there every 3 months or so. The scheduled workout is brisk and I'm back to my hotel within an hour and a half of leaving.

It was great I did my free trial the coach was professional and great at correcting form. The sales staff member Christopher was genuinely really nice and welcoming. I am a personal trainer myself and I think it's a great place to train in HITT.

Do not let all these positive reviews deceive you. Their customer service is horrible. They give you a lot of headache and around for canceling your contract in any circumstances. I don't recommend alowing them your credit card auto payment

The staff is phenomenal and it's a great workout for those of us that are don't have the time and energy to create our own workouts. I always leave OTF feeling accomplished and energized. I would recommend this amazing location to all!

If you are looking for a tough workout, this is the place. The coaches are great, always supporting with any injury or adjustments that need to be made. The girls at front are helpful and the gym is always clean. And music is good.

I joined before the studio was even open and am still a member almost 3 years later. The workouts are wonderful - it's like having a personal trainer. Staff are knowledgeable and the members are very supportive and friendly.

Great workout, noticed results in less than 10 classes, all the coaches are fantastic. I would definitely recommend this gym if you want a dynamic workout that’s different every time. There seems to be promotions regularly

I have been going for over 3 years, and have finally found a workout that is truly a habit. And if you would have told me I would have enjoyed running 5 or 10 years ago, I would have laughed in your face. But here we are.

I love this gym so much.....Orange Theory Fitness Jasper Gates! The instructors are the best and I love that they hold us accountable. The front of the house staff are so welcoming as well and make us feel at home.

Love these classes! You have to register ahead of time so its like having a trainer make you go once you register, no backing out! Lots of variety keeps you enticed and wanting more. Definitely recommend it!

This is such a great workout and keeps me accountable. Liz is a phenomenal instructor at Jasper Gates! She has really helped me improve my form and takes such great care and passion in the classes.

I have been working out at OTF Jasper gates for about a year now and I have lost 38 lbs and feel so much better. I Love the atmosphere that is created by the coaches and the other patrons

I trust the workout and the instructors. When I go to OTF I know I'll get a good workout without all the planning I would normally have to do. This lets me focus on achieving my results.

Love these workouts as I know I'm getting maximum results for my time and effort every single class. Coaches are super friendly and motivating. Great location, easy parking.

Love the staff at the Jasper gates location. They are friendly, accommodating and make the environment fun to be in. Coaching staff is the best in the city hands down.

I love the workouts and the monthly challenges! And, I especially am loving finally having a rowing challenge! Makes me push myself even harder to reach my goals!

Once I book myself in for a class I’m always motivated to go, and afterwards I’m always glad I went! It’s like making an appointment; it makes me accountable.

A great place to work out. All the coaches are motivating, helpful and super friendly! Special call out to Jennifer who makes every session enjoyable!

The best workout, HANDS DOWN you could do it a day! I love the sprints, I hate the rower--- but the feeling of being in the Orange all day? WORTH IT!

This is a fast and efficient workout with the perfect mix of cardio and weights. The trainers and front desk staff are always friendly and helpful!

The class was hard but also confusing enough that you didn't have a chance to think about what you had to do you just did it :-P (Mayham week)

Honestly the best work out class you can find. Constantly challenging and classes are always changing. Staff is super personable and helpful.

Fun, energetic, and the Coach kept me motivated. It was so much fun I bought a membership and would recommend this workout for anyone

Great gym and amazing coaches that always know how to draw out the best in you. Truly a community I'm so thankful to have joined

You get a structured variety of exercises to complete in an hour backed up by good music and motivation by our amazing coaches.

Enjoy the energy, enthusiasm, and work ethic of the coaches, the variety of the workouts , the ease of class times and parking.

Orange Theory is a fantastic workout! Never the same twice, work at your own pace with excellent coaches. Highly recommend it.

Orange theory fitness is top- notch gym that offers a unique and efficient approach to fitness . I highly recommend …

Great workout, great staff. The trainers are very motivating. Looking for a great workout? This is the place to go!

Love the OTF Live classes!! It's hard to say no to a good work out when it's happening in your living room :-)

Great studio and friendly staff. I find the workout space roomier compared to other locations I've been to.

Fantastic people, lots of fun and positive energy. Your always greated with a smile and a welcoming hello.

You get the benefit of a personal trainer without the high cost. An excellent workout is done in an hour.

It is the best work out mentally, physically and great support within the group. Come and just try it

A great class workout, done in a hour, no thinking required, just come work as hard as you can!

Lots of options for class times, great instructors, safety protocols and cleaning top notch.

It is THE best workout class in the country. Amazing coaches. Killing but so worth it.

I have burnt 1700 calories in 2 classes (1 hour). Kate is awesome. OTF is the best.

Great workout ! Pushes you to the max! You can never push yourself this way alone!

Love this location, desk staff are friendly and always looking to start a convo.

You just have to show up and the energy in the class carries you through !

Always fun, always a challenge, and always worth it! Love my OTF #fitfam

Friendly, helpful staff. Coaches are inspiring and motivational.

Awesome place to workout, friendly staff, great atmosphere!

#otfjaspergates is awesome had a great power workout today

Awesome full body workout done in an hour! #OTFCANADA2018

This is so awesome. Hannah and Christopher are sooo nice.

Great upbeat people and wonderful group workouts

Great studio, community and quality workouts!

Great workouts. Dan and Jana are the best!

They really push you to be your very best

Awesome workout awesome coaches

Excellent fitness solution!

Intense short work outs.

Always a great work out

The best social workout

Best workout regimen

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