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:25/06/2025

  Type:Service or Repair 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 booked a class at Hustle through ClassPass, a booking service app, and arrived 4 minutes late. I was turned away at the door and told that latecomers are not permitted to join class a policy that was never disclosed in the booking, confirmation emails, or reminders. The only guidance was a suggestion to arrive 15 minutes early for a facility tour. At no point was it made clear that late arrival would result in loss of credits or additional late cancellation fees.When I was denied entry, I was also told that if I did not check in on ClassPass, which means you attended the class, I would be charged a late cancellation fee on top of losing my ClassPass Credits. A call to ********* confirmed this is inaccurate and goes against ClassPass policy, which only applies either a credit loss or a fee for late cancellation (not for late arrival) and not charged both.Further, this late arrival policy is only found buried in Hustles website in fine print FAQ section. No mention or notification anywhere else.Had I followed Hustles instruction, I would have been unfairly charged for a class I wasnt allowed to attend.I contacted ClassPass and they confirmed that no late fee was owed and restored my credits.Further Hustle encourages waitlisted customers to go to the studio to wait for no-shows. This creates a situation where the studio can reassign a late customers spot to someone else, while still attempting to keep the original customers credits or charge them a late fee raising concerns of possible double-dipping and unethical billing practices.Summary of Concerns:Lack of clear disclosure of late arrival and cancellation policies in the ClassPass listing or booking confirmations.Misrepresentation of late cancellation penalties, including threats to charge both a credit and a fee, contrary to ClassPass policy.Unethical practice risk: penalizing customers for a missed class and then reselling or reassigning their spot to waitlisted individuals

  Business Response

  Date: 25/06/2025

  Although we appreciate the fact that it is disappointing to miss a class due to ones own tardiness, our late entry policy is in place to protect the safety of our members. After the class begins the lights in the classroom are turned off so moving around the room with weights is simply unsafe while everyone else is moving and getting warmed up. That along with the fact that without a proper warm up (which is the 1st 5 mins of class that they missed) the potential for injury is exponentially higher. 
  

  As far as the other complaint. 
  

  - We offer to check people into Classpass so they avoid the no-show fee charged my classpass. This does nothing for my studio as we get paid whether we check them in or not it is strictly an attempt to save them the fee charged by Classpass. We do not have the ability to cancel classpass reservations so the only options we have is to check them in, or no-show them resulting in a  classpass fee. 
  

  - our classes are often waitlisted so we do give away any open spots before class starts to ensure we are able to provide classes to members who are waiting in the studio on time to participate. 
  

  had this customer reached out to me before slandering us on ****** and submitting a complaint to the BBB I would have been happy to go out of my way to make this right by offering free classes to give us another try. We are extremely open to feedback and very often implement the ideas our customers have within days of receiving them.  We are an owner operated small business whose community is the soul of everything we do. 
  

  in light of this situation we are updating our booking policies to show these rules at the top of our FAQs and confirmation emails to make them more obvious. 
  

  I would also like to point out, that this person is not a customer of **********************, they have booked through a 3rd party website who has different rules and regulations than we do.