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:02/12/2025

  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 filing this complaint against HOTWORX ********** due to a lack of transparency regarding their cancellation policy and an unauthorized charge to my credit ******* the time of enrollment, an employee walked me through the agreement; however, the cancellation policy was never mentioned. I explicitly requested a copy of the agreement, as I had a prior issue with another gym, but I was never provided with one until I requested cancellation in person. Per their contract, members have three days to cancel after receiving the agreement, but since I only received it upon requesting cancellation, I was effectively denied this right.Additionally, while I did sign the agreement, the business is now holding me to its terms despite the fact that its full contentspecifically the cancellation policywas not properly disclosed at the time of signing. When I signed, I was only presented with the final screen, which did not contain any information regarding the cancellation policy. I was only made aware of the full agreement and its terms on the day I requested cancellation.Despite clearly stating that I do not agree with the cancellation policy, my credit card was charged $99 + tax the very next day without my authorization. This charge is not only unfair but potentially unlawful.HOTWORX claims their staff thoroughly explains policies at the time of enrollment, but human error is always possible, and there is no guarantee that all members receive the same level of information. Their failure to provide the agreement in a timely manner, combined with the omission of key policy details during enrollment, has resulted in an unjust charge, which I request be refunded immediately.I am seeking resolution through a full refund of the unauthorized charge and a review of their disclosure practices to prevent similar issues for future customers.

• Initial Complaint

  Date:01/17/2024

  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.

  I cancelled my membership with Hotworx in June. I went into the gym and talked with an employee. According to their contract, I would be charged until August. As far as I am concerned this account would be closed After August 1st.I continued to be charged every month since August. After inquiring about this with them, I learn that I am being charged for my daughter, who was added to my account when the membership started. My 12 year old daughter is tied to this account. On her own she would not have been able to have her own account. She would also not be able to go to the gym and use the facilities without me. This being said, she remained active in their and I was continued to be charged for her "add-on" to my account. I did not notice this reoccuring charge until a few months ago, when i looked at my account.I intend to go to the business, this week to cancel her "add-on" since the do not allow me to cancel this contract remotely because she is a minor on an add-on account. I asked them for a refund for August to current due to the fact that she is a minor and it does not make sense that they did not clarify when I cancelled. I thought when I cancelled, I was cancelling the entire account. She would not be able to use the membership on her own without me, why would I think she would remain on the account.

  Business Response

  Date: 01/18/2024

  As stated in previous communications, you were paying for your account and your daughter.  They are separate accounts and one can continue without the other, regardless of age.  Had you said you wanted to cancel your account and her then we would have been able to assist.  She also is able to workout, like I mentioned.  Yes, you'd need to be present in the studio while she is there, but that is not outside the norm.  Accounts are connected, but seen as individual.  We have no idea that we need to look up a separate account when you cancel yours.  It's the responsibility of the parent or whoever is paying to say what accounts are being canceled.  Otherwise, we have no idea.