Complaints

This profile includes complaints for Hotworx Studio's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hotworx Studio

  5215 University Pkwy Unit 104 University Park, FL 34201

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  Hotworx Studio

  9606 Sea Turtle Ter Unit 202 Bradenton, FL 34212-5271

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my membership to this facility July 2024. They had a 60 day ***** period that I had to pay 60 days towards mycancellation so my cancellation should've ended in September 20 24 they have been charging my account since ***** $52.43. I had a verbal conversation with the general manager at the time and the office employee to cancel my membership, July 20 24 they did not cancel my membership and has been charging me $52.43 every single month on the first I want a refund the $52.43 for the month of October, November, December in January. . I spoke with the general manager today and she said that there was nothing that she could do about it, and there is no corporate office for to go above her head. I would like a refund of $209.72..

  Business Response

  Date: 03/01/2025

  July 7, 2024 @ 316am this member emailed the studio via the contact us submission form stating the following:  
  This is my 60 day notice that I will be ending my membership,
  I and getting a new puppy and this location  is not close enough to my
  home for me to attend to my new puppy and utilize my membership enough
  to keep it active. I will purchase classes in the future when I would like to come.
  
  
  The member would have had a 60 day cancellation per the membership agreement which would have begun on August ****** and concluded September 30, making the members cancellation effective October 1, 2024.
  
  
  On July 24, 2024 @ 914am, the member sent a message through Instagram requesting to use her 90 day Burn Off Challenge Level 6 Rewards. ***** who was acting General Manager at this time, spoke to the member and explained that you cannot be in the cancellation process and redeem the rewards. The member understood and stated she would like to use the rewards and cancel the cancellation in order to do so. It was then explained that if she wanted to cancel after that, per the membership agreement, she would need to come into the studio to cancel or email a new request to do so and the 60 day cancellation policy would then begin per the membership agreement signed by the member with the 60 day cancellation acknowledgement on October 28, 2023. 
  
  
  On July 24, 2024, the cancellation was cancelled and the member redeemed her Level 6 rewards of $75 towards her August membership dues of $49 plus tax. Regular membership dues of $49 plus tax then resumed on September 1, 2024. There was not another cancellation request emailed from the member to begin the process to cancel and the member utilized the studio, booking and checking into the studio with her app for a total of 76 sessions from July 1, 2024 through September 30, 2024.Further, the member did not come into the studio after September, which has been verified with our system tracking themember with her member specific door code. 
  
  
  On July 27, 2024 @ 341pm, the member posted a photo on her Instagram of her new puppy. The ** **** replied to that photo, she is the sweetest thing, referencing the puppy. The member replied, "She is the sweetest thing ever!!!! I'm sorry I won't be at hot works much. But this needs a little tLC after working 10+ hour days." **** replied to the members' response with a heart emoji. 
  
  
  Between July 27, 2024 and February 4, 2024, there was zero communication from this member on any platform-
  
  
  On February 4, 2024, the member called the studio and spoke with the acting General Manager, *****, and stated that she cancelled her membership last July and is still being charged. Per the notes in the member profile, ** explained that she used the rewards towards August membership and canceled the cancellation in order to do so in July. There wasn't an additional cancellation request that the ** was able to locate while on the phone with the member and it was then requested if the member could locate the secondary email requesting cancellation and forward it, the ** could then discuss with the owner. The member stated she didn't have another email because she went though the general website and requested the ** *****, continue to look, which was told to the member by the ** that she would continue to look as well as reach out to ****, the former ** who is no longer with the company, and get back to the member shortly. 
  
  
  On February 4, 2024 @ 225pm, this member sent a message on Instagram requesting **** reach out to her. At 229pm, the ** replied, "Hi there-**** doesn't actually have access to the studio Instagram - I am working on resolving your situation now. Were you able to locate an email?" At 310pm, the member replied, " No, I sent my message through the website. No one responded back to me. That's whyI was needing to talk to **** that day because I didn't hear back from anyone and there is no way to cancel online." At 319pm, the ** replied, "Those messages are sent directly to the studio with the appropriate studio code embedded. You have been cancelled and should have no more charges going forward." The member then replied @ 325pm, "DId they find the message I sent through the website?"
  
  
  
  On February 5, 2024 @ 1145am, the ** placed a call to the member to let them know that the account was cancelled immediately and the $99 cancellation fee was waived, but that after speaking the the owner and former **, unfortunately, there was no further refund as there was no cancellation notice given per the membership agreement after the cancellation was cancelled. The ** explained every folder was searched with the members email and there was only the 1 initial request to cancel on July 7, 2024. 
  
  
  On February 5, 2024 @ 1236pm, the ** replied to the Instagram message from the member stating, "Your account has been cancelled. I do wish you well and I apologize for all the inconvenience and confusion."
  
  
  On February 6, 2024, the member filed a dispute with the bank for a refund. We have responded to the bank's request for evidence to support the charges as accurate and correct, however, as of today, February 28, 2024, we have not yet received any further correspondence. We have an estimated day for a decision as March 3. 2024.  

   

  There are images that support the above that I have had trouble attaching here, and per my conversation with the BBB representative, ****** *****, have emailed those images directly to him at:  *********************************************************************************

   

   

  Customer Answer

  Date: 03/03/2025

  They never had a discussion about it reactivating my account if I used my points to pay for my august membership! This is lie! If they would have told me that, I would t have used them.. they are lying about sharing that info with me as you can see there was no repsonds about that just Great!! 
  Complaint: 22899731
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/08/2025

  The member was informed per the Membership Agreement as well as the Cancellation Agreement what the terms were for both the cancellation itself and the use of member rewards. 
  
  Cancellation: If a member wants to cancel, a 60-day cancellation notice is required and can be processed after the initial program installment term is fulfilled. The cancellation notice must be completed in person at the studio location listed in this agreement and the cancellation form must be signed. If an immediate cancellation is needed before the initial program installment term is fulfilled, a $99 immediate cancellation fee will be due at time of cancellation and must be done in person at the studio listed in this agreement. No further services nor access will be granted once an immediate cancellation is processed. Once a membership cancellation is processed, and the same member returns to join again, a full enrollment and current monthly installment rates will apply and new terms will also apply. Any prior payments and/or discounts are forfeited at time of cancellation. 
  
  90 Day Burn Off Challenge: ACTIVE members can compete every 90 days to earn rewards. Once a 90 day challenge ends, any earned rewards will be valid for 30 days for the ACTIVE member and must be redeemed during that 30 day period before they expire. Member must be considered ACTIVE and in good standing with their membership account to redeem rewards.