Orangetheory Fitness - Palo Alto Jasmine Shi: 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.
