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:03/17/2025

  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 joined HOTWORX Middletown NJ August 2024. I was told there was a 3 month commitment. I exceeded the 3 months. After the New Year it became harder and harder to book the classes I wanted to attend. I decided the $60 was not worth it each month especially in this economy but I wanted to give it thought and froze my membership. I called to cancel and was told I need to pay $100 to cancel now or reactivate the membership and pay for 2 months.. this is an awful business practice. I fulfilled my requirement. Why would a business want me to pay for a service I DO NOT WANT? It’s strong arming customers and leaving them with no choice. Awful and I would not recommend the franchise to anyone.

  Business Response

  Date: 03/26/2025

  Hi **********

  
  

  We received a letter from the Better Business Bureau yesterday regarding your complaint about our cancellation policy so we are attaching your Membership Agreement for you to review (it was gone over with you and then sent to you via email on August 8, 2024 when you signed it). Below is the excerpt regarding our auto renewal & cancellation policy:

  
  

    AUTO-RENEWAL TERMS & CONDITIONS AUTO-RENEWAL DETAILS: Following the initial 90-day program installment terms listed above, this membership agreement will renew and automatically continue on a month-to-month basis at the program installment amount listed above. AUTO-RENEWAL CANCELLATION: This auto-renewal may be canceled after the initial program installment term listed above is fulfilled, with a 60-day cancellation notice. The notice must be submitted in person at the facility or submitted via certified mail to the location where the member is enrolled. Any outstanding balances plus any monthly program installments scheduled during the 60-day notice period will be due in full at time of cancellation to satisfy the cancellation policy. Any months billed at a discounted rate as part of a freeze period do not count towards the initial program installment terms. PROGRAM INSTALLMENT AMOUNT: The program installment rate listed in this agreement may be increased up to 5% per calendar year after the initial term is satisfied. 

  
  

  You joined HOTWORX on 8/8/24 - it was our $1 enrollment day (so you saved $98 off our one time initial enrollment fee of $99) and you locked it at $59 a month membership fee (we are currently at $79 for your same membership).  It's $2 a day to belong to a boutique infrared fitness studio - less than a cup of coffee;) Our cancellation policy is a 60 day notice with use of the studio.  For a cancellation request within the first 3 months of membership we can offer a one time $99 fee and BRIVO and the APP will be suspended. This doesn't apply to you as you did fulfill your initial 3 month commitment. We did, however, offer it to you for an immediate cancellation so you would save $20 (paying the one time fee of $99 vs. $59 x 2 months.) You also called to cancel/FREEZE over the phone which according to the Membership Agreement needs to be done in person in the studio or via certified letter.  We were trying to make it easier for you. 

  
  

  We are a small business who purchased into a franchise (99% of the locations are independently owned and operated).  Our Membership Agreements are formulated by our corporate legal department to adhere to the laws of New Jersey and the Federal Trade Commission.

  
  

  We are sorry that you are upset with the cancellation policy. 

  
  

  We will provide the BBB with a copy of your Membership Agreement, this email and any additional information they may need.

  
  

  Please review your entire Membership Agreement (attached) and let us know how you'd like to cancel - 2 months with use of the studio or we can offer the one time $99 fee with no use of studio - and we will process it accordingly. Let us know if you have any additional questions and we will be happy to answer them.

  
  

  We appreciate you as one of our founding members, enjoyed seeing you in the studio and we wish you the best in your fitness journey.

  Customer Answer

  Date: 03/26/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I never questioned the validity of the membership agreement I signed. I filed a complaint because I wanted to bring attention to an awful business practice. The initial agreement states you must complete a minimum of 3 months membership before canceling which is understandable. However, you are the required to give 2 months notice when you decide to cancel. Essentially being force to pay for a membership you no longer want. That is 2 months of dues, in this case $120 or a flat fee of $100. If a company believes in the services they provide they should allow for their clients to cancel memberships without a fee after they completed the obligation of the 3 months. It’s a terrible practice and reminiscent of the cable companies and gyms from the 1980’s which made it impossible to cancel.

   

  
  
  
  
  Regards,
  
  
  
  ********* ******