Complaints

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:11/02/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 initially joined the Midtown HotWorx location in St. Louis, ******** end of April I was charged my initial membership fee that was discounted (50% off) due to me signing up during a promotional window. On the 31st of May, I was charged a random $82 AND my normal, full priced Membership fee on May 1st. I immediately contacted my local franchise owner/operator, *****, via text message and was told countless times that he would be investigating the unexplained $82 charge. I told ***** that I was not happy with the way things were going, so I requested my membership be cancelled after June, which fell within the 3 month period. I told him my wishes to cancel June 6th, which he responded that it would be taken care of and I would no longer be charged monthly after the 90 day period. To my surprise, on September 10th, October 1st, and November 2nd I was charged $64.22 each month. These payments were withdrawn from my account after ***** reassured that my card had been removed from the system and I would no longer be charged. Each time I have contacted *****, I receive some variation of, I will look into this when I get to the studio and take care of it. On top of this already disastrous experience, I did not receive a functioning door code to utilize my membership until June 9th. As a reminder, I signed up April 30th! This is terrible business practice. On top of the $274.45 that I am owed, I also need to be reimbursed for the entire month of May that I did not have a functioning door code to utilize the studio. I have photos of every single conversation ***** and I have had. If I do not receive support at the corporate level, I have no choice but to pursue further legal action.

• Initial Complaint

  Date:10/23/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 purchased a membership in Jan 2024 for $69.22 per month. I canceled the membership May 13 of this year at 12 PM. I was told I had a 60 day notice to cancel my membership. I have been charge Aug, Sept, and Cot when my membership had been canceled. I want the refund amount of ******. immediately.

  Customer Answer

  Date: 11/06/2024

  I met with the manager today at the gym and they've refunded my money. I would like this complaint close.  

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 stopped using HOTWORX gym in August of 2023. When I cancelled, they said I would be fine. No further charges, I was released from them. In May of 2024, without reopening a membership or any notice, they began charging my account again. I spoke with a manager in June after also being charged in June of 2024. As a franchise, it has to be directly from the store in question. He said he would cancel the membership that was restarted without my knowledge and I would be reimbursed. As of July 2024, I have been charged again, and have not being reimbursed. Ive called over *************************************************** person multiple times without a response. Finding a corporate contact is impossible. This is shady business and unacceptable.

• Initial Complaint

  Date:05/13/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 called HOTWORX on 2.21.24 to cancel my account. They said to send an email and in the email state if I wanted the immediate cancel with the $99 fee or the 60 day notice. I opted for the 60 day notice. I sent the email and after 60 days money is still being taken out. I called them multiple times and was told they would resolve it and refund my money. But that still has not been done. I went to leave a ****** review and apparently this is a common thing with this company, some people saying they continued to take money out for 6+ months. I went ahead and left a ****** review anyway, and I sent them a ******** message. I also called my bank and they put a stop payment on these transactions so I'm hoping that resolves the issue but I would like my money back, and I would like them to stop doing this to people. They should not be conducting business this way. Attached is my email requests. (My maiden name is *****, and what I signed up under years ago.)

• Initial Complaint

  Date:03/29/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 am writing to address a concerning issue regarding my membership with Hotworx. In July 2023, I initiated a family plan alongside my sister, *******************************. Initially, we utilized the services at the Hotworx Lubbock studio without any complications. However, due to a change in our work circumstances, we were compelled to freeze our account for December and January.Upon reactivation, we opted for the "Sweat Everywhere" plan to access both the *******, **, and ***********, ******** studios. Regrettably, we encountered persistent issues with the door pass codes. Despite numerous attempts and discussions with the staff at both locations, the problem remained unresolved. We even followed the suggestion to switch our plan to "Sweat in ***********," but unfortunately, the issue persisted, rendering us unable to access the studio.Consequently, we made the decision to request a refund for February and cancel our membership altogether. We were assured by the management at the *********** studio that they would handle the cancellation and refund process, including reaching out to the Lubbock studio. However, to our dismay, not only did we not receive a refund for February, but we were also charged again in March by the Lubbock studio.Upon contacting the Lubbock Studio Management, they informed us that since they were unable to establish communication with the *********** studio, they would not proceed with the refund. Additionally, despite our attempts, the ******************************** has been unresponsive to our phone calls.It's deeply concerning that Hotworx, despite being a corporate entity, lacks a centralized office for addressing such critical issues. Given the circumstances and the failure to resolve this matter through conventional channels, I find it necessary to seek legal intervention.I would appreciate guidance on how to proceed further to obtain the refund rightfully owed to us and to address the lack of accountability within the Hotworx organization.

• Initial Complaint

  Date:03/28/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 joined this fitness studio in June 2022. I used it often and thought it was a reasonable value for the price ($64.22/month). I often complained to management about broken equipment and asked about timelines for repair. My thinking was if I wasn't going to be able to use the machines I liked to use because they would not repair them, then I would cancel. Machines were never repaired, so I did cancel my membership in Sept 2023. Their policy is that once cancelled, you are charged 2 billing cycles and then you're done. By this policy, my term would end the last day of Nov '23. I was charged again in Dec. Mgmt assured me it was an error and that it would be "refunded ASAP". That didn't happen. I was charged again in Jan. I reached out to mgmt on Jan 1. Again I was told that a refund would be issued and assured that it would be resolved that week. Again, no refund, no resolution. I was charged again in in Feb. At this point, I had cancelled a membership 5 months prior and had since had 3 months of unauthorized charges. I have repeatedly been told that the issue would be or was resolved. Most recently, I was told on Mar 13 that the refunds would "hit [my] account within 3-5 business days of the final transaction date". We are well beyond that timeline and still no refunds. I have emailed the owner multiple times and have had several text exchanges with the manager. The owner does not respond to anything and the manager, while nice and usually responsive, appears ineffective in actually getting a refund processed. Now, neither is responding to my requests. The way this has been handled is incredibly unprofessional. I have not received any refunds and the business has stopped responding to my attempts at a resolution. I have held off in escalating this to BBB, but clearly, me asking politely and attempting to resolve it on my own has not worked. I would greatly appreciate BBB's help in resolving this matter.

  Customer Answer

  Date: 04/11/2024

  Please see attached documentation of how I have attempted to resolve this issue. This shows you the timeline of initial cancellation, interactions and communications with the manager and owner, unauthorized charges, etc. 

• Initial Complaint

  Date:10/16/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  After having a HOTWORX membership for over a year, I cancelled it via email (per the store managers instruction) on February 20, 2023. The manager told me the cancellation goes into effect within 60 days of sending the email. He acknowledged my email when I sent it and said I was all set. I was still (unexpectedly) charged $64.22 in May, June, July, and August of 2023. Ive been reaching out to the general manager at HOTWORX every week (typically 2-3 times a week) to get this taken care of. They were able to stop the charges and end my membership, but they still havent refunded me $256.88 for the months they incorrectly charged me (may-august). Every time I follow up with the general manager he says he is working on it, and thats after I text or call them multiple times to get an update. This last time I asked for the owners information, and he said he would have the owner call me. That was on October 6. No one has contacted me. I have followed up since then and been told the owner is unavailable. My desired resolution is to be refunded the $256.88. I cant keep asking this business to refund me, Im getting nowhere. The general manager I dealt with was *****************. I do not know the owners name because he never ended up contacting me.

• Initial Complaint

  Date:09/11/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 have been trying to cancel my membership with Hotworx Midtown. You have to cancel in person, but rarely is anyone in the location. Late July, I went into the location during hours where it should have been staffed. No one was around. I left a note on the front desk with my information to call me and that I wanted to cancel my membership. I went home, and left a voicemail reiterating my request to cancel. I received a call back confirming my cancellation and informing me of the 60-day cancelation policy. On August 1, 2023, my account was charged $64.22, again. August 1st was beyond the 60-day cancellation window. I called and emailed (attached) to confirm my cancellation and request a refund for $64.22. When I called, the person confirmed the cancellation and refund. I wanted confirmation in writing. Then I have a few unanswered emails. Finally a response, but only to ask if I received a phone call, which I did not. August 3, 2023, I received a text from someone at Hotworx confirming receipt of my emails. On Monday, August 7, 2023, I received another text confirming my refund within 5-7 days. After ten days, I reached back out, via text, to inquire about the timing of the refund. I received another confirmation of cancellation and that this person was working on the rest. August 18, 2023, I received a text that the refund is being processed. I text the number August 24, 2023 to check back on my refund, two and a half weeks after the initial confirmation of refund. Now I'm being told my request needed a special code which was just entered and now it's another 5-7 days. We are now into September. My account wasn't charged, so I'm thrilled that I am finally cancelled. I text the number of Wednesday, September 6, 2023 to, again, check on my refund. I heard back that this person was having a video call with their bosses and it will be fixed. After not hearing back, I followed up on September 7th. The response was, "our system is just not set up for refunds."