HOTWORX - Heath, TX — Local services in Heath

I had to give this rating and rightly so because of couple of things that I couldn’t address with the manager directly, the staff on duty on July 27th said there was no point talking to the manager as she would say the same thing. So I hope you can take this honest concern and feedback.

Dear Manager/Owner,

At the beginning of the year when I joined, I joined to try out this gym, being so conveniently close to me and also being a small business- women owned gym. I decided to invest in my self and also support a local business and another entrepreneur.

When I asked about my financial obligation, I was clearly told I only pay the enrollment fee + monthly rate and a minimum 3 months of commitment before I change or cancel my membership. So I joined in Feb 2024.

After May, I decided to continue because 1) it was very convenient for me 2) I enjoyed the gym.

In the first week of July, I just got news that the project and company I was working for decided to close and let go of all the staff and this I immediately lost my source of income so I had to decide whether to pause or discontinue my membership here. I didn’t want to continue under financial distress.

I called first week of July as HotWorx charged me for the upcoming month. I called in and explained my situation and was told I cant get the charge back for the month of July since I was already charged (I know this wasn’t right - I’m a small business owner myself). They recommended I hold the membership, but it was only on that call I realized they would charge me $9/month and I would have to call in every month to extend this as needed.

This was very inconvenient so when I called back yesterday to ask if I can just end the membership they said, I would have to either pay $99 or give a 60 days notice (which means I pay $110 in total) to cancel !!! And they can ONLY cancel if I come in person! - none of this was mentioned when I asked about all my financial obligations (and yes this is mentioned on a membership agreement that I only saw after signing and paying during enrollment).

Despite mentioning my distress, the best I got was to end the membership with a 30 days notice. That’s when I politely asked if I could send the owner/manager a request and she said I wouldn’t get any help. Is this good customer service? I couldn’t even see the cancellation agreement until I paid it up!

It’s sad that even when we strive to support local businesses, when one of your customers is in distress (job loss), it’s not reciprocated. I still had to pay for cancelling a membership I was told was cancelable anytime after 3 months.

I would love to join back when I find a job but I’m not sure after this experience. Transparency and Kindness goes a long way when it comes with your customers. I hope you take this feedback and do better. Wish...

Okay so where do I start, I had read the reviews and I was excited. This place is not clean, the rooms are dusty, dirty floors - maybe that’s why the lights are dim, to avoid seeing the dust (not to mention it stinks). Advertising for 3 people in each room, is not doable. Rooms look cheap and all the doors have smudges - not wiped in a very long while. Rooms have dirt and hair on the floor. Just gross. I was really hoping to like this place, but after several tries - it’s a no go for me. Doing Pilates with 3 people, you’ll be touching, the TV’s are not at the appropriate level to follow along because the spacing is inadequate. Would I recommend? Simply no. Good concept, poor execution. And the advertisement of the CEO is a bit creepy. Also, this was not a FREE workout. **saying that you don’t have record of me attending, is ridiculous, check your records and there’s camera at the entrances, I know you think that makes it sound like I never went, so I’m just giving a review that’s not the case. I gave it a fair try and even went to other Hot Works but this has been by far the worst. You walk in and this place has a...

Natalie, the manager, was incredibly rude and unprofessional during our interactions. She spoke to me as if I was clueless, which was both frustrating and disrespectful. I had to go in to “sign my paper work” in order to cancel my membership and ended up leaving without a resolution. She then decided to called me afterward to 'be nice'—but honestly, it came off as forced and insincere. It only took about 15 seconds for her facade to wear off during that call. Aside from today’s communication, I’ve had multiple interactions with her over the phone, and each time she was just as dismissive and unpleasant. Customer service is key, and unfortunately, Natalie completely failed in this regard. I won’t be returning. Stacy, the owner, on the other hand was able to help rectify...