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:04/01/2025

  Type:Billing 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 had my HOTWORX membership frozen on 1/06/25 with the potentional restart date of 10-01-25. Ive been paying the freeze fee of $9 a month. I contacted the owner in February that I wanted to cancel the membership. He told me to come in in person to cancel. I finally did that today but was told I cant cancel a frozen membership and that I had to pay to make it active again so that I can cancel it. No where in my freeze agreement does it say that I have to pay the $59 membership fee in order to then cancel. This is back business practice and down right sneaky. I ended up signing the only cancellation policy they had and would let me sign, which shows the $59 fee. I made it clear to the employee and the owner I did not agree to the $59 fee membership fee in order to cancel but they said thats their policy. I emailed the owner the freeze agreement I signed, siting clearly it never said I had to become active again in order to cancel. I also informed him via email I do not authorize my card to be charged for that membership. He was given more then 30 day written notice that I wanted to cancel this and I was charged for the March freeze fee after that.

  Business Response

  Date: 04/11/2025

  Apologies for the delayed response. My Co-Owner and I wanted to intentionally reply to this complaint, as well as provide a brief overview of the experience weve had with *** ******. Firstly, *** ****** has never been a member of the HOTWORX Londonderry studio, which makes this complaint invalid. She was however a member at the Concord location, which we do also own and therefore are happy to reply to this complaint directly to BBB, not *** ******.
  Initially, *** ****** expressed interest in our Concord studio right after we had sold out of our founding member rates, which are a discounted monthly rate. The discounted rates are only available when a location first opens, and at a limited quantity. The rates had already sold out, which she proceeded to argue for months on end. We patiently replied and even removed her from our contact list as it was clear she wasnt interested in paying full price. Months later, she decided to join at full price at which point she signed the regular membership agreement required of all members stating the 90 day commitment with 30 day notice to cancel (this was prior to the *** regulation update on gym membership terms that went into effect Dec 16th). On January 26th, 2025 she brought an unauthorized guest into our facility during unstaffed hours. She had called us earlier that day to ask if she could bring a friend, to which we replied that unfortunately guests are not allowed in the studio during un-staffed hours and wed be happy to set up a time for the friend to visit once we are staffed. She blatantly violated policy that is in place for studio liability and safety of all members after being explicitly explained that it was not allowed. 
  On January 6, 2025, she came in to process a cancellation. After speaking with her and verbalizing the options available, she decided she would rather freeze for the summer instead of paying an re-enrollment fee to rejoin if she returned in the fall. Accordingly, we froze her membership starting on March 1, 2025 and was set to unfreeze October 1st, 2025. She then decided to come in and cancel her membership on March 31st, making April 1st her last payment with us per the 30 day notice. To address her main complaint no, the freeze agreement does not outline membership or cancellation terms. It is a freeze agreement, not a cancellation agreement. The verbiage she was looking for regarding final payment can be found in the membership agreement, which our staff ended up reading together with her in-person, in-studio, going over all the policies including the fact that anyone who cancels owes one final monthly payment as a 30 day notice. You cant cancel from a freeze, because a freeze is not a monthly membership payment, it is a hold. We will be attaching all 3 documents for your reference: membership agreement, freeze agreement, and cancellation agreement. You will notice the number 30 written after her signature on the membership agreement, this is something we ask all new members to write acknowledging that we verbalized the 30 day notice to each person. This is not something that is required of us, but we pride ourselves on transparency at HOTWORX Concord & Londonderry, so we take the extra step to verbalize terms that people may have easily skimmed over or missed. Her statement that she made sure to tell the owner she didnt agree to the final charge doesnt apply, because she agreed to the 30 day notice policy when she signed the membership agreement and further acknowledged that we verbalized this requirement to her. This woman has verbally assaulted our staff, disrespected our business, violated safety policy, and made endless false claims. Unfortunately, no member has the right to dictate our policy, demand discounted membership rates, or disregard rules if they dont serve them. Please let us know if you have any further questions as we are happy to assist, but will no longer be speaking with *** ****** directly. 
  Additionally, please let us know if there are any further steps we need to take to remove this from the Londonderry locations BBB dashboard. My personal cell is **************, please dont hesitate to reach out. Thank you for your time!
  

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23139991
  
  I do not accept the business's response as a resolution to my complaint because:

  No where was it verbally discussed or written in my freeze contract that Id have to unfreeze my account to cancel it, therefore making me pay a full month of membership in doing so.   As they have stated Im now being charged for a membership for the month of April, but they wont talk to me personally and therefore making it very uncomfortable for me to go in and use the membership they are charging me for.  I have not used it once in the month of April.   I would like a full refund for unapproved charge to my credit card for the month of April  

  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 04/21/2025

  The freeze agreement is not required to outline cancellation terms. The freeze agreement outlines freeze terms, as stated in the name of the agreement. Both the membership agreement, which *** ****** signed and added the number 30 after her name acknowledging she had been made aware of the 30 day notice, and the cancellation agreement are very clear on cancellation terms. It is a signed document, which does indeed acknowledge her agreement to the final charge. She is welcome to use our studio, we welcome ALL members with open arms. The reason we do not wish to speak directly with her regarding this matter any further is 1) she has done nothing but harass our staff and insult our business and 2) we have been overwhelmingly clear with her regarding these terms, and as stated in our previous reply gone so far as to read the membership agreement with her in person word for word.