ComplaintsforHotworx

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I responded to a ******** ad offering 3 free sessions, & started receiving calls and messages almost everyday for 2 weeks. On Thursday, April 20th I walked in & signed up for a membership at the Hotworx location in *************, **. The rep told me she would send me my Brivo pass by the end of day because her computer was acting funny, so I could enter the building. Drove by that Sunday to work out & ask for the pass again, but they were closed. I called twice, Monday April 24th, but there was not an answer & left message on the last call. 2 months later on June 22nd I was finally able to get the matter resolved & get my pass. June 23rd I called & expressed that I was disappointed that they were able to call me almost everyday to sell me a membership, but when it came to customer service they were unavailable and took forever to call me back. I was told that they were understaffed, but to me it seemed they experienced employee turnaround, because I could never get the girl I was talking to initially again. At this point I asked that they cancel the membership and reimburse me for the 2 months for not having access. The girl apologized and said she would take care of it. On August 2nd the new hire manager gave me a call & left a message that she would also take care of it and credit me back, I wasnt too concerned because I had already stopped funding the account for this monthly payment, since it was supposed to be closed in June. To my surprise another on Oct. 2nd there was another withdrawal for ****** a lump sum. I called to see what the issue was, and there was no answer. Oct. 13 I finally get a hold of the manager, she told me I had been delinquent on my account since July. I believe the girl that was there before the manager started forgot to cancel my account. However, the manager said she didnt remember evenleaving me a message & that I never called or asked for a refund. I have not even stepped into the gym after sign up and charged a total of ******.

  Customer response

  12/19/2023

  This issue has been resolved and Hotworx refunded the amount in full.

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