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:01/07/2025

  Type:Service or Repair 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 became a member at their studio last year, since then their app stopped working, I couldnt book appointments, their door code didnt work, they said it was because of the Bluetooth on my phone but really their door just malfunctioned. Ive been harassed by other members and staff and tried to avoid the place then when I finally harassed by a member in my last of my infrequent visits I reported and I was inundated with texts and phone calls that are unnecessary since they have cameras and should handle any instances of harassment without inconveniencing members. The staff has lied, and reported in response to one of my complaints that I sent to my bank and other consumer reporting agencies, lies that cant provide any proof of because they are lying. They charged me for a month after I told them to keep my membership on hold which means they charge a fees to freeze a membership while youre not using their facilities.

  Business Response

  Date: 01/31/2025

  Dear ******* ,
  I hope this message finds you well. I am writing to address ongoing concerns regarding **** Slap's membership with our studio. Since her enrollment on October 19, 2023, we have made concerted efforts to accommodate ****** requests and ensure she adheres to our membership policies and safety protocols. Unfortunately, despite our best efforts to communicate via multiple channels, including email, **** has not responded to our attempts to resolve issues related to her membership.
  It is with regret that we have had to take steps to cancel ****** membership due to her failure to comply with our safety requirements and disruptive behavior within our facilities. Despite numerous attempts to communicate and resolve these matters, including adjustments to accommodate her needs, **** has chosen not to engage directly with our team. She has never addressed the HOTWORX App issues with myself or my staff. When she did complain about her door access we advised that her account had been on a freeze per her request which was why she could not access the studio. Once she request to have her account reopen we immediately accommodated and ran her dues her the freeze agreement and opened her access . 
  As a franchise owner, the safety and well-being of all members are paramount to me, and we take any concerns raised very seriously. We have provided **** with access to multiple locations and have documented all interactions and attempts at resolution. Furthermore, our attempts to reach an amicable solution have been documented and are available upon request.
  To facilitate a resolution, I am prepared to provide additional documentation and collaborate further on this matter. Please feel free to contact me directly at **************************************** to discuss how we can bring this issue to a satisfactory conclusion.
  Thank you for your attention to this matter. I look forward to resolving this issue promptly.
  Best regards,
  ******** ******
  Franchise Owner