I am angry about my money &disgusted this gym had to be asked so repeatedly for ANYTHING. When mgmt has to be repeatedly told about its mistakes by it's customers, some or all are asleep at the switch. They are either inept, scarily overworked, or untrustworthy. Alright, enough opinion. I know I am negatively biased, so I will do my best to shoot the straight facts from which you can draw your own conclusions.
You don't have to read the details if you do not want, here's the cliff notes in 3 Chapters:
1)They didn't pause my month-to-month membership as promised.
2) Took me two months to get that money back. Simulataneously, I had to quit (medical) which broke no rules. Mgmt was cool with it.
3) They are still deducting my money which is why they get 1 Star.
DEETS:
*****Joined summer 2019. Loved the workout, went 3-4x per week, frequently at night. I noticed I never saw a clean up crew &sweat drips all over the place in there, & all there are is self-use wipes, so I wondered abt the cleanliness, but didn't ask.
*****I didn't want a FitBit device. Kinda need one for here. I discussed w Mgr. Molly face to face abt how to calculate my calories. She said she knew how to do that &twice she promised to email me. Never rec'd.
*****In Oct 2019, mgmt started making statements which never came true regarding my auto-draft payments, as such:
------Early October, I asked Mgr. Molly face to face to activate the 'suspend my mbrship' feat. for November due to travel. She said she did so that day. My money was deducted ANYWAY. I emailed her 11/27 saying so.
------She emailed an apology &offered to not only stop my payment for Dec (which was, in fact, stopped) but to refund me for November as well.
------Dec. 5, I emailed her asking why I hadn't yet been credited w the refund she said to expect.
------Dec. 11, she responding stating it should be credited by Fri Dec 20th. I looked up the owner Jacob (who I'd met on site) & on sent him polite FB msg abt the delay. He finally responded Jan 22. I had to close the acct which they were debiting for fraudulent activity, which he correctly told me Molly couldn't send the credit to. I finally received the November refund JAN 27, 2020. Since I had to close an account, I didn't feel it was fair to complain regarding their 60plus day delay.
------Jan 2020, I was under doctors orders to stop heated exercise for any foreseeable point in the future. I was waiting for my refund to cancel altogether. I did not trust them to refund me if I had first canceled.
------I was twice hospitalized the last week of Jan &unable to stop the February pmt. A few days after it was deducted, I spoke w Molly on the phone. The convo was brief &polite. I told her why I couldn't continue my membership, & figured it wouldn't hurt to ask would she consider refunding my Feb pmt. She was empathetic towards me, couldn't refund me, but said she would waive my initial fee if I wanted to return in the future. I understood she was unable to refund me, but she responded as though she had not at all heard me just tell her I was under doctor's orders to not engage in heated exercise any further. What I didn't say to her was I thought they had drug their feet so long &made me feel as though I had to watch them because they weren't even aware of their mistakes, that I wasn't willing to trust them with MY CARD NUMBERS in the future.
------My instincts were correct. It's the afternoon of March 2nd, 2020, &this morning I received a notification from my card that, "You spent $64. 43 at Hot Worx La0012"
***I phoned the gym today at 3p.m. No one answered. I opted to write this review (versus a voicemail) which I can cut&paste into an email &send to the franchise owner Jacob. read more