Very disappointing first experience with HOTWORX Jacksonville…read more
I signed up as a new member and, only a few days later, brought my husband with me as a guest. We drove approximately 45 minutes to the studio. Because it was Labor Day and the location was unstaffed, I was later notified by text that I had been charged a $20 unauthorized guest fee.
I explained that I was a brand-new member, did not see the posted notice regarding the holiday staffing, and did not realize guests could not enter during unstaffed hours. I completely understand that businesses have policies, particularly for a 24-hour facility. My issue was never that a policy existed, it was how the situation was handled.
Instead of simply giving a new member a warning or reminder for a first-time misunderstanding, I was immediately charged. When I expressed that I was disappointed, the conversation became unnecessarily defensive. I was told they had "camera footage" showing how many people entered after my code was used, even though I explained that my husband was my guest and my adult daughter was also a member who entered with me. The conversation then continued with an assistant manager saying she wasn't sure why there had been "a back-and-forth."
At that point, I knew this was not the membership experience I wanted. My husband had actually enjoyed the workout and was considering joining, and my daughter had also recently signed up. Instead, two memberships were canceled and a potential third membership was lost over a $20 fee and, more importantly, the way a new customer's concern was handled.
To their credit, they did allow me to cancel even though they stated I was technically on the fourth day of my contract, and they refunded my prorated dues and enrollment fee. I appreciate that and want to be fair in mentioning it.
However, good customer service isn't only about enforcing policies,it's also about using discretion, communicating respectfully, and recognizing when a new customer has made an honest mistake. A simple, "We understand you're new; we'll waive it this time, but please be aware going forward," could have resulted in three long-term customers instead of cancellations.
Unfortunately, the way this was handled made me uncomfortable enough that I chose not to continue my membership. I hope management takes this feedback seriously because the workout concept itself may be great, but the customer experience matters just as much.
