Business ProfileforHotworx-Coppell

My family purchased a sweat everywhere membership. Yesterday we visited the ******* location, and ********************* for our room to become available, the gentleman who was working at the front desk asked my son to wait in the front of the gym. I was confused because we pay for the memberships every month. This would not have bothered me if the gentleman would have asked me if we were members before he ordered my 13-year-old son to the front of the gym. I believe the gentleman assumed that because we are people of color, my son did not have a membership.Today I spoke with the owner, and I now understand why we were treated so poorly. The owner claims that my son did not reserve a room via the Hotworx App and therefore the gentleman did not believe he was a member. My understanding is the gentleman could have confirmed our memberships on the Hotworx system had he only asked, and not assumed that my son was trespassing. Moreover, the owner let me know that she will contact her Attorney and get Hotworx involved in this matter.

This will be our sixth attempt to respond and apologize to ******************************* for any confusion that our staff member caused Wednesday evening and for any perceived notion ******************* had in regards to her most recent visit to our studio. There was certainly no ill intent towards ******************* by our staff member and he apologized for the confusion once he understood that her son was a member of the Irving ********* He was trying to mange the studio and follow our corporate policies. After the membership confusion was sorted out and an apology was made, our staff member helped *********************** with linking his fitness watch to the HOTWORX App and helped to show him how to track his calories. He was more than happy to do so and felt that the situation had been resolved. This was observed and confirmed when we reviewed the camera footage in the studio as well as observed by members that were in the studio at that time. After leaving ******************* called the studio wanting to discuss the matter again. Our staff member apologized again and attempted to explain how our system works and why he thought the son was just there to wait for his mom. ******************* told the staff member that she did not believe him and continued to accuse our staff member of single them out. ******************* then wrote a negative yelp review of our studio that evening. We responded to that review the following afternoon once we had the chance to speak with our employee, speak with other members that were in the studio that evening, and review all video footage from that evening. After posting the response, ******************* called the studio with in minutes stating she deleted the review and response because she did not like our response. Our response was simply an account of the events that took place and an attempt to explain and resolve. Hi *******, we spoke with a couple of members that were in the studio during this time and with the employee to gain an understanding of the situation. We apologize that you felt singled out. We can confidently say that the conversation was not intended in the manner in which described in your recent review of our studio. Each member is required to book their sessions on the HOTWORX App so that studios have access to the full name and origin of the membership. This is continually monitored by our staff and due to your son not being booked for a session in any of our saunas, his name did not show up on our sauna schedule. This caused our employee to think that your son was just waiting for you to complete your session. In order to maintain and manage the studio, we are faced with reminding ALL members of the rules on a daily basis no matter their age, color, or gender. Everyone is welcome and treated the same. Please know that this was a misunderstanding in regards to whether your son was a member or was there waiting for you. During this phone call, I apologized profusely in an attempt to resolve the situation. There happened to be 2 members in the studio that overheard this conversation and my intent. This phone call would now be our 4th attempt to explain, apologize and move forward.***************** responded to my apologies by stating that she did not believe me and didnt accept my explanation. ******************* stated that she is an attorney and that she would also be filing with the BBB and with the attorney general. These threats were certainly disappointing to me after attempting to reconcile the situation and misunderstanding with the facts for the fourth time at this point. That evening ******************** left another negative review of our studio on yelp but under a name change. However the review was clearly by ******************* and in regards to this same situation. We once again, we responded to her 2nd negative review with our 5th attempt to resolve in the same manneran apology and explanation of how the misunderstanding came to be. ******************* then deleted the second review and our response. We are now responding to this 3rd negative review which is the sixth response to *******************.We certainly hope that this misunderstanding can be put to rest and we can all move forward.