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Business Profile

Fitness Center

Hotworx

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/06/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Absolutely absurd experience trying to cancel my membership. Looked up how to cancel and I followed the protocol by sending a certified letter. Was sent a text message from the manager (I think, the individual that texted me never gave me their name even though I asked) stating that they have 60-day policy so I would have to pay $168 or $99 same day cancellation. This is not something that I was told by the individual that signed me up and instead of accepting that their employee made a mistake (which happens because we are all human) I was argued with for 3 days via text. After saying okay I'll do the $99 cancellation when my card was charged without my consent while we attempted to figure out this issue I was told that I would then actually have to pay an additional $100 added onto the $84 that I was already charged this month after sending a letter of cancellation in April. I asked to be sent a copy of my agreement for 3 days which I was told I would receive and never did. I'm sure this was not sent because the individual did not want to admit that maybe their employee did make a mistake. At this point I have asked for a copy of the agreement 3 times, as well as written confirmation that I will not be charged again 2 times and have been ignored by the manager of the facility. I wrote a review on Yelp and went through to read other reviews and apparently this is something that this specific Hotworx location is very known for doing.

  • Initial Complaint

    Date:10/03/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 a member at Hotworx in ******* on ********* since their opening. I have been trying to close my account for months. My husband is ill and I am not able to go in and cancel in person. The manager ***** ******* continues to answer with the cancelation options instead of just allowing me to cancel. Also continuing to charge my card. IT SHOULD NOT BE THIS DIFFICULT TO CANCEL A MEMBERSHIP. They make it difficult so they can continue to charge me. It is a scam. Happy to share email chain if it helps. I would like the account credited from my initial request 6/3 for July / August /September 177 dollars

  • Initial Complaint

    Date:07/08/2024

    Type:Product Issues
    Status:
    Unanswered
    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 canceled my gym membership in-person via the manager, ***, at Hotworx's ******* location back in August of 2023. I was told I'd be charged a one time cancellation fee of $99 and the contract would end. Because I was moving and the gym didn't have nearby locations, I had to cancel. A month after arriving to my new city, I called Lex to let him know I'd been charged-he apologized and refunded the money. This went on at least two more months in which he promised my card and information was deleted from the system. Fast forward to June 2024, I'm still being charged. I had been charged over the past year sporadically with some months showing a refund and some months going uncharged. When I spoke to the Assistant Manager, ****, he said he could only refund me for three months worth. I have been trying for over a month to get this matter settled with the managers on site to no avail. I was told by ****, that this situation had happened to multiple people at their location and they were working through the issue and are busy opening up another location nearby. Not only has this issue been happening to multiple customers at the ************************************************ location, but I know this is happening at at least one other Hotworx locations across the country as the company continues to expand. It's happening at the ************** location in ******** as I have friends who've fallen victim to this same issue. Only giving back three months worth of money in a nine month scam, is unacceptable. I would like to be refunded for the other six out of nine months I was charged. Any assistance your office could provide me with in this matter, would be greatly appreciated. I have attached screen shots of months charged and months not charged. My bank has advised me there was at least one month where I was refunded by the company, indicating an attempt to cancel. As an Emmy ************* journalist, I think there could be something deeper here. I have been given the runaround for a simple fix.

  • Initial Complaint

    Date:06/13/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    In March I cancelled my Hotworx membership with the manager in person. I knew this person well and trusted it would get done. I received no confirmation but again, knew the person well and trusted him to do what he said. In April, I was charged for services. I went to Hotworx and again spoke to the manager who told me this time that there was a 30 day cancellation policy. Even though this was not communicated with me on my prior visit, I said fine, and accepted and paid the charge for ****** In May, I was charged again. This time I repeatedly asked for a confirmation email. I kept being told the email was coming and I would have it by such and such time, but nothing. I talked to several employees who ensured me that my membership was indeed cancelled but never received confirmation. Today, I was charged for ***** It is a never-ending cycle of promises to cancel with no confirmation. I feel powerless and they keep taking my money month after month even though I stopped using their service in early March. Not only am I angry, but I am broke. Please help me get me membership canceled.

  • Initial Complaint

    Date:05/02/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 canceled my membership back in October, was told I had to pay for three months. I agreed. I am still being charged a monthly fee. I have called the ******* office every time this has happened and ** told management will call back but they never do. I also tried reaching out to corporate but I have not gotten a response back from them. I send an another email to the reach out to ** page.

  • Initial Complaint

    Date:08/12/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    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 was told I won a "free month" at HOTWORX gym from a Brewgaloo promotional event (April 23rd). By the end of the first month (May 14th) I had called HOTWORX and asked that they cancel my subscription. They informed me that they require a 30-day cancelation notice and I told them I was not aware of that, but will pay for the next month.

    I have paid for May, June, July, and now have been billed for August ($54 each time). I do not use this gym and have called and emailed multiple times with no response from the manager. My credit card is disputing the charge, but I am upset I am unable to get ahold of the manager and receive an appropriate response and ensure I will not be charged in the future.

Hotworx is NOT a BBB Accredited Business.

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