ComplaintsforHOTWORX

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a member of hotworx for the past few years I sent multiple emails starting back in December canceling this membership they continued to charge me I disputed the charges and shut of my card so they began charging my back up card which I then disputed and shut of the card and received entirely new cards with new card numbers they text me asking for new cards and again I told them I have expressed multiple times I have canceled and to stop charging my card. Somehow they charged my card again even though its a new card number which is now completely fraudulent. I have now shut off and canceled yet another card

  Business response

  03/20/2024

  To Whom It May ************** reached out to ****** on 11/1/23 and let her know her 2 options for cancellation
  per her signed contract. We even let her know we would back date her cancellation
  (making an exception for her), but she still needed to follow the terms of the contract.
  She was emailed a copy of her signed contract on 11/1/23. And we explained the
  contract terms (After her 90 day commitment, she can give a 60 day notice for $0 or do
  an immediate cancellation for $99. She also is required to come in person to sign her
  cancellation agreement.)
  She responded that she shouldnt have to pay.
  There was no further communication from ****** after 11/1/23. She did not respond if
  she wanted to do the 60 day notice or the immediate cancellation and she did not come
  into the studio to sign any cancellation agreement.
  On 1/4/24 She sent a text message that she was reporting fraud on her account
  because she was continued to be charged for her membership. We explained there was
  still no signed cancellation agreement on file. She said she is not able to come into the
  studio to sign. We explained she could send a certified letter (as stated in her
  membership agreement).
  On 2/18/24 She was sent notice of delinquent payments, and she responded back
  that she was not going to pay because she cancelled her membership months ago.
  ******* membership is $39/month. When we offered to backdate her cancellation, she
  would have only needed to pay for the next 60 days ($78). Since her membership was
  NOT cancelled, she was continued to be charged $39/mo.
  We only have 1 credit card on file for ****** as her primary method of payment and it
  has remained active the length of her entire membership.
  Please see attached copy of the conversation via text message, and a copy of her
  signed membership agreement.

   

  At this time we will make an exception and cancel her membership immediately without fees and without her signed cancellation agreement, which is required per her signed membership agreement.

• Initial Complaint

  02/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This discussion began on ******* 6, 2023. I needed to cancel membership, I was given two options. A one time fee of $99 or 60 days, all access. I asked if ******* was included, because it was so early in the month, I wanted to be sure if it was included in the cancellation fee or a completely separate charge. The owner replied a one time fee. This conversation lasted another 12 days after the initial, with personal information sent via email. Only to conclude with me voluntarily walking into the store (without request) and paying with the same card I had given them via email. I was told there were computer issues, the information they had was invalid so they could not get in contact. All information they had was accurate, all sent via email. I do have all emails if needed. All this ended with a charge of $150 $49 for the month of ******* $101 cancelation fee After speaking to the owner of this establishment she exclaimed her hand were tied and she was unaware of ******* fees that werent paid. Attached are the few emails sent back and forth and a couple of other reviews from Yelp that dealt with the same issue. I would have been happy with receiving, $49 back but her dishonesty was extremely upsetting and I do hope for the full amount back considering the original number wasnt accurate as well. Thank you so much for your time.

  Business response

  02/20/2023

  Customer *************************** became a member of HOTWORX *************************** 2022. Our membership agreement has a cancellation policy as follows: 60 day notice OR member can pay a 1 X early cancellation fee of *****. She emailed ** to cancel on Jan 6 2023 9:00 am. Her January 1 dues DID not process and was declined. At no point in time did we discuss anything possibly past due and cancellation policy still pertains as that is a separate system and I was unaware. I did respond the ***** fee is a 1 time fee but that has nothing to do with anything possibly past due or past due monies owed. We also waived any late fees for this. Also beginning Nov 2022 we reduced her dues to ***** VS ***** to help her keep her membership. 

  Please see attached signed membership agreement outlining cancellation policy. 

  Please let me know if you would like any more information.

   

  ***************************

   

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