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:05/15/2024

  Type:Billing 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 am writing to formally lodge a complaint against Hotworx located in Nashville, **, regarding unauthorized charges to my account despite the cancellation of my membership.I joined Hotworx and my last access to the facility was in May 2022. Subsequently, I canceled my membership around September 2022. Initially, my credit card was used for the membership charges. However, I later discovered that my debit card had been incurring charges without my knowledge or authorization. Additionally, I have never received any receipts or notifications regarding these charges.To my shock, I found that my account has been continuously charged despite my membership cancellation. I have been charged a total of approximately $1,738 ($79 per month) for services that I have not used or accessed since May 2022.I have attempted to resolve this issue directly with Hotworx, but my efforts have not resulted in a satisfactory resolution. Therefore, I am seeking your assistance in addressing this matter. I kindly request a full refund of the unauthorized charges totaling $1,738.Thank you for your attention to this matter. I look forward to your prompt response and resolution of this issue.

  Business Response

  Date: 06/05/2024

  Dear BBB, 
  This individual signed up for a membership online. When signing up online the person has to check the box confirming they have read and understand the membership agreement. Something everybody has done countless times with almost anything that is purchased today. The agreement states that the membership cancellation is a ************************************************** via certified mail. 
  In the complaint this individual  said the membership was canceled Somewhere around September. That leads me to believe he does not know when or if the membership was canceled. We did not receive any certified mail stating the request to cancel nor did he come into the studio but. For arguments sake let's assume it was supposed to be canceled in September. That means the 60 day notice would have been for Oct and Nov with the last payment date being Nov. The complaint requested $1,700 in refunds. That means that according to the complaint there were 18 months that were charged, and at $79 per month that totals to $1,422 not $1700. So the individual is not sure when he canceled and is requesting more money refunded than he was charged had he canceled when he says he did. This brings me to my next point. That assumes he was charged $79 each month. That is simply not  true.  There were 6 months where his account was frozen ( more on that later) When an account is frozen instead of full monthly dues it is just $9.  Again lets assume he came into the studio to cancel or sent certified mail requesting to cancel - the actual charges that occurred total to $1,160. That was the ACTUAL amount charged during the time period that he says he should not have been charged. Yet he requests over $1,700 refunded?!?  That is MORE Than the entire amount he paid over the course of his membership?? Lying about the amount charged and requesting more be refunded is quite concerning. 
  In the only email I have been able to find he contradicts what he said in the complaint. He said that Since January we have charged him in error. This email was sent May 13th. The complaint was filed two days later on May 15th. So in two days he went from Jan 2023 to ********* around September 2022??? That combined with him asking for more in refunds than he we ever charged during his entire membership needless to say concerns me.  And lets not forget when he signed up online he agreed to the terms of the membership agreement. 
  And just in an effort to be as thorough as possible and provide  the most information I can, I would like to point out that in August of 2023 his account was frozen. The only way this can happen is if a member calls the studio and asks to be frozen. That means in August of 2023 ( 8+ months after he thinks he canceled)  he called the studio and asked to be frozen. So in August when he called and we froze his account he KNEW he was not canceled because he asked us to freeze his membership. 
  All of this being said, which I believe says a lot, I have issued refunds for the past 2 months. I think the facts I have gone through in this letter show that this is not something I have or need to do but rather am willing to do in order to  reach a resolution on this matter.  Thank you BBB for your time. I have managed this Studio for just about 4 years and in all that time the membership agreement and cancellation policy has never been changed or altered in any way and you can see that since August of 2020 ( When I started managing the studio) we have never received a previous BBB complaint. 
  Best,
  
  

  Customer Answer

  Date: 06/18/2024

  More InformationSubject: Clarification and Resolution Request Regarding Membership Cancellation
  
  Dear [Recipient],
  
  I am writing in response to your recent email concerning my membership cancellation and refund request. I want to clarify that I am not a liar, nor am I attempting to seek a refund greater than what I was charged.
  
  When I estimated the refund amount, it was based on my understanding of the charges. I appreciate that your business maintains accurate records, which should help clarify the actual amount owed. 
  
  However, I would like to address several points:
  
  1. **Membership Agreement**: I acknowledge that checking the box to confirm reading and understanding the agreement is a standard procedure. However, when customers raise concerns, using a lengthy agreement against them can feel overwhelming. I have learned my ****** in this regard.
  
  2. **Cancellation vs. Freezing**: I explicitly requested my account to be canceled, not frozen. It appears my account was reactivated without my knowledge, and charges were made to my secondary account without notification or receipt. This practice has caused me considerable confusion and concern.
  
  3. **Refund Calculation**: Based on your records, I understand there were six months where my account was frozen at a reduced fee. If the total charges during the disputed period amount to $1,160, I am open to reviewing this and ensuring a fair resolution. My primary concern is not to receive more than what I was charged but to settle this matter equitably.
  
  4. **Communication and Records**: There seems to be a misunderstanding regarding the dates mentioned in my initial complaint and subsequent email. My intention was to provide an approximate timeline based on my recollection. I did not mean to contradict myself but to highlight the period in question.
  
  In conclusion, I appreciate your willingness to issue refunds for the past two months. However, I believe it would be fair to refund the charges for the entire year during which the membership was not utilized. I hope we can reach a resolution that reflects a fair assessment of the situation.
  
  Thank you for your time 
  

  Customer Answer

  Date: 06/18/2024

  I apologize, I did not realize the customer have responded to my email. 

  Subject: Clarification and Resolution Request Regarding Membership Cancellation
  
  Dear Hotworx-Nashville
  
  I am writing in response to your recent email concerning my membership cancellation and refund request. I want to clarify that I am not a liar, nor am I attempting to seek a refund greater than what I was charged.
  
  When I estimated the refund amount, it was based on my understanding of the charges. I appreciate that your business maintains accurate records, which should help clarify the actual amount owed. 
  
  However, I would like to address several points:
  
  1. **Membership Agreement**: I acknowledge that checking the box to confirm reading and understanding the agreement is a standard procedure. However, when customers raise concerns, using a lengthy agreement against them can feel overwhelming. I have learned my ****** in this regard.
  
  2. **Cancellation vs. Freezing**: I explicitly requested my account to be canceled, not frozen. It appears my account was reactivated without my knowledge, and charges were made to my secondary account without notification or receipt. This practice has caused me considerable confusion and concern.
  
  3. **Refund Calculation**: Based on your records, I understand there were six months where my account was frozen at a reduced fee. If the total charges during the disputed period amount to $1,160, I am open to reviewing this and ensuring a fair resolution. My primary concern is not to receive more than what I was charged but to settle this matter equitably.
  
  4. **Communication and Records**: There seems to be a misunderstanding regarding the dates mentioned in my initial complaint and subsequent email. My intention was to provide an approximate timeline based on my recollection. I did not mean to contradict myself but to highlight the period in question.
  
  In conclusion, I appreciate your willingness to issue refunds for the past two months. However, I believe it would be fair to refund the charges for the entire year during which the membership was not utilized. I hope we can reach a resolution that reflects a fair assessment of the situation.
  
  Thank you for your time and understanding.
  
  Best regards,
  
  [Your Name]