Complaints

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• Initial Complaint

  Date:10/04/2024

  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.

  on July 26, 2024, i sent an email letting them know i wanted to cancel my membership. I received a reply asking if there was anything they could do to correct the issue. I went in on August 7, 2024 to sign the official cancellation agreement which stated the last billing date as 9/1/24 and my membership would end on 10/1/24. In July I also won a challenge in which i was supposed to receive $50 credit for calories recorded in their Hotworx app. After numerous attempts in August and September, to have them credit me for the $50, they sent me a message saying they would apply it in October, however when they applied the credit they also charged me for another month, leaving me owing another $40. They offered me a reduction of $9 which i find unacceptable and would like them to honor their written cancellation agreement ending billing on 9/1/24 as well as crediting my account the $50 due.

  Business Response

  Date: 10/29/2024

  Hi there, I have attached our refund of the both the $9.63 and $50.00 payments. Now I would like to state that the $50 reward or "credit" is referring to member milestones that our members can hit based on calories burned during their HOTWORX sessions. This is all tracked through the HOTWORX mobile app. For each milestone the members receive an email with the congratulatory message of their dollar amount gift card where it also states that the money can only be used at our HOTWORX location and on HOTWORX retail items or towards their monthly dues. We do NOT wire the gift card amount to our members bank account. Our standard monthly membership fee is $59 ($63.13 with tax) so when we said we would credit the $50 to her account, and we did, we put it towards her monthly dues bringing her total to $9 ($9.63 with tax) for the month of October. That is why we said we would refund her the $9 dollars and not the full $50 because she was never charged that amount in October. 

  Now with all that said, yes her cancellation agreement had a typo which was our mistake and it said the cancellation date was 9/1/2024. That is on us. But, we messaged her and told her about the mistake and let her know that the last payment date is supposed to be on October 1st and not September 1st which she said, "ok" too. After our conversations with this member we did ultimately send her $50 which we issued as a refund that you can see in the attached documents provided on 10/03/2024. Along with the $9.00 refunds as well. We sent an email to this member letting her know that we issued the refund on 10/03/2024 and I never received a response. 

  This issue has been resolved. 

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22376665
  
  I am rejecting this response because:
  

  After multiple attempts to resolve this issue without involving a third party,  i still have not recieved credit for the 2nd member on my account.  I emailed my cancelation and went in person a few days later.  The manager said since it was only a few days, she would allow our cancelation on 9/1/24 which is reflected on the cancelation agreement.   Text messages were exchanged but I thought they were talking about September fees not October.   
  Sincerely,
  
  ****** *****

  Business Response

  Date: 11/01/2024

  Please see the attached PDFs for my full detailed response.

  I put all of this together to show that the account that we were always referring to was Angelas and not Alicias account, but most importantly to show that both groups here were aware of the mistake on the cancellation agreement and that both groups were in agreement and understanding that the last payment date would be October 1st and that the members would have access to our facilities until November 1st. We have already refunded ****** a total of $72.76 ($9.63 two times and then $53.50 on October 3rd) as of today along with her dispute through Square for Alicias account totaling $31.57. We have responded to this dispute but Square says it may take up to ******************************************************** Angelas favor and the $31.57 which is being held gets released back to her, but before then, based on how this process goes you rule we have to pay back that amount of $31.57 then we are now down a total of $135.90 for something that has already been resolved. We also have not had any communication from ****** about a problem with her account. Although our family plan does put the members apart of said plan under one form of payment (ie. the Primary Member) the family add on does have their own membership agreement signed and their own cancellation agreement signed. So with nothing coming directly from ****** we were unaware that her account was also something we had to take into consideration.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22376665
  
  I am rejecting this response because: you force primary member to have all charges on the primary card members account. You have not heard from ****** because her card was not charged. All charges are on my account.  
  
  Sincerely,
  
  ****** *****