Extremely disappointing experience at HOTWORX McKinney (University location). I've been charged…read moremultiple times without any notification, reminder, or communication, and every time I've had to deal with the same response: once the money is taken, there's supposedly nothing they can do because they "don't refund." I canceled my membership in February after already attempting to cancel it previously. I was under the impression that it had been canceled, only to find out months later that the previous employee apparently put my account on a pause until September instead of actually canceling it. seven months later, I was charged again. I live over an hour away from this location, and hadn't received any communication about since May. Mind you, I did try to work with them, maybe move to a location near me, so I could use the month that they charged me for, but according that wouldn't work unless I upgraded my membership.... The other solution they offered? A free month at their location. I don't want an "additional month" and like how will that fix anything when I literally live over an hour away. That's literally over two hours of driving plus gas for a 15-30 minute workout. How is extending a membership to a location I'm not near, supposed to fix the problem? The customer service throughout this situation has been just as disappointing. The employee spoke to me in a very sarcastic and dismissive tone while I was trying to resolve the issue. When I called to cancel again, she said, "It's canceled, have a good day, bye!". I was literally still trying to speak to her to make sure I would get a confirmation email of the cancellation, but couldn't even ask because she end the phone call. I called back the next day and was told that I would be hearing from the owner through text regarding the situation. I never received that text. I never spoke with the owner. I was also told, essentially, that they could ask the owner about a refund but that she "probably wasn't going to refund me." If you're going to ask the owner, then ask the owner. Don't tell the customer what the answer is going to be before the conversation even happens. At that point, I had no choice but to let my bank handle the situation. And thankfully I did, because tell me why, after ALL of this, HOTWORX Mckinney attempted to charge me AGAIN today. I have already tried to cancel. I have spoken with the employees. I was told the account was canceled. I was promised follow-up from the owner that never happened. And somehow, I'm still being charged. HOTWORX markets itself around health, wellness, and caring about its members, but my experience has shown me that they don't seem to care much about you as a customer once there's a problem. If they genuinely cared about their customers, a situation like this should have been a simple customer-service issue to resolve. As a business owner myself, I would never let my customers have an experience like this. And mind you, I still never received a confirmation email for my cancellation. And they are still trying to charge me, so I guess it still not actually canceled. Who knows at this point. I'm completely over it. I will not be going back to this location, and I'm not going to say not to go to Hotworx because I know one of the instructors and the workouts are great, but THIS location I would not recommend. If you're considering joining, please make sure you understand exactly how cancellations, pauses, reactivations, and automatic billing work and get EVERYTHING in writing. Based on my experience, I would not recommend this location.
Uh
