Great Facility -- Terrible, Vindictive Ownership…read more
The Goodlettsville HOTWORX studio itself is clean, well-maintained, and the saunas are always in great working order. Unfortunately, the ownership and management are the complete opposite of what this brand stands for -- overly sensitive, vindictive, and unprofessional.
After I asked a few questions about my cancellation date and billing, they revoked my access immediately, despite my final payment covering the entire month of December. For full transparency, and since Candace will most certainly respond, and I won't have the ability to follow up, here is exactly what I wrote throughout the exchange. I'll let you decide if it was worthy of revoking my access to the studio. And for the record, I've tried to call the facility and her cell phone, but she won't take my calls, and she has not responded to a single email since she revoked my access...
Nov 1, 11:44 AM:
"Hi, Candace. I need to cancel my Hotworx membership. Do I just need to send you this email to make it official?"
Candace replied with the standard 30-day policy and said I'd be billed through December.
Nov 1, 12:15 PM:
"If I'm canceling today, why would my 30-day notice include the entire month of December?"
She explained that November only had 30 days in it.
Nov 1, 12:50 PM:
"So, you're charging me a whole extra month over one day? That seems a bit ridiculous that you can't look past a one-day difference."
Nov 1, 12:52 PM:
"If you count today as one of the 30 days, then it would end on Nov 30."
She said she understood where I was coming from, but needed to be fair to all members and offered to downgrade me to Sweat Basic. She didn't answer why Nov 1 didn't count toward the 30 days.
Nov 1, 12:59 PM:
"Please downgrade me then. Why doesn't Nov 1 count toward the 30 days?"
She then let me know that Nov 1 would have been included in the 30 days if the request had been processed before midnight on Oct 31.
Nov 1, 12:51 PM:
I then sent the cancellation statement to her.
She responded that the correct amount in the statement was $59, so I sent the corrected version (I had a typo in the first one). Then I received confirmation that my cancellation was processed, but they were also revoking my access immediately, accusing me of "negative or disruptive behavior" without ever specifying what that meant.
I have been nothing but respectful to Candace, her husband and the members. I have even had conversations about franchising opportunities and they seemed like good people. Little did I know the pettiness lying underneath that facade. Before this experience, I was referring Hotworx to all my friends, but not anymore, thanks to Candace. I hope weaponizing your membership agreement was worth this bad review.
UPDATE: As mentioned earlier in my review, I sent two emails and called twice only because I never got a reply. When I called the studio line, the voicemail provided a cell phone number, so I called that immediately after. They didn't answer, and I didn't even leave a message--yet the owners contacted the police, asking that I not reach out again.
In my experience, the owners reacted very strongly to my attempts to get clarification about my membership, including involving the police instead of responding directly. It felt like a drastic reaction, so I'd advise other members to be aware of that possibility before signing up.