Complaints

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited the Hotworx in *******, ** on 8-5-2024 at 5:20pm and was treated poorly and racially profiled by ***** on of the trainers. My membership allows me to enter into any hotworx across the **. I tried 3x to unlock open the door after the keypad turned green. ***** came from behind the desk to let me in, so I thought. She positioned herself to where she was a barricade between the door, she asked if I was having trouble getting in and I responded Yes, I have the problem often Im not sure what is going on she said okay can you try again. I proceed to stand in 97 degree weather as I tried 4 more times and it turn green each time. In the mist of this, a last approaches the door not showing any credentials and she swung the door open for her to enter the building as I am still standing outside. After what I encountered I was irritated and proceeded to walk right past her as the door had not shut yet. After my workout, I acknowledge her and stated that I did not appreciate the disrespect and her treating me that way. I waited until today (8/6) to speak with the manager of the Roswell (Sweet Apple) location and expressed to her my embarrassment and disrespect. She proceeded to say that it was a safety concern and that she meant no harm. I responded with thats funny that you say that because she let someone in behind me that showed no credentials the manager proceeded to say that she must have been a familiar face. As a young black women that is paying the same amount as the white lady that walked behind me I found that very disrespectful, embarrassing, and disgusting that ********************* herself to not let me in after the keypad was repeatedly turning green but, swung the door open for the white lady that came behind me. I have been a hotworx member for over a year and have never encountered anything like this at another studio and wanted to voice my displeasure with the Hotworx in ******* (Sweet Apple) location.

  Business response

  08/10/2024

  I am the owner of the HOTWORX Roswell location, *****************************

  I am so very sorry that **************** felt that any employee from our studio would make her feel profiled. We don't EVER operate that way and we are welcoming to all of our members whether they are local or national. We treat ALL people with respect and we do not tolerate anything else. My employees are all screened and trained to treat our members amazingly. We have a lovely community and our members tell us all the time how much they love our environment. We NEVER EVER distinguish between black and white. We have members of ALL ETHNIC BACKGROUNDS.

  Our employee, ******, is 17 years old - an outstanding student and an accomplished athlete - trained to the very best of our abilities to handle the studio operations. She has worked for us for over a year and if she was perceived as rude in any way, it was most likely because she was trying to help quickly and efficiently. It may have come across abrupt but that was never the intention. It seems likely that she was in a hurry to help the member which may have come across rude instead of helpful.

  In order to troubleshoot a door code, you have to pop back and forth between the outside door, keypad and computer to make the code work if it is malfunctioning. We have both local members that visit our studio only and then we have members that visit from national studios. Each member is required to key-in the keypad with a pin code. 

  ******************** key code was not working. Our employees have a door protocol as our doors are locked at all times for safety and membership privileges. When a door code does not work for any reason, one of employees will open the door and try to troubleshoot the code. In this case, our employee did not recognize **************** as a local member and **************** did not have a working code. 

  Our employee will then try to help the member with the keypad and the code to make it function. One of the ways that we can verify the active member is with a working code. The keypad typically never turns green and does not unlock the door. Green indicates the door is unlocked. No member during that day had trouble getting into the studio with the keypad.

  Alyssa by no means was barricading **************** from coming in to our studio. Our employees are trained to ask the struggling person questions in order to troubleshoot and sometimes we have to use our computer inside to help the struggling member. **************** also did not have a booked appointment on our studio calendar. Typically members book a session online, it shows up on our studio calendar and we are expecting the members that are booked on the schedule. 

  **************** did not have a working code and she had not booked a session, therefore my employees were not expecting her. ****** is trained to troubleshoot the code and that is why she had the door propped. Another member did walk thru the door without using the code but she has a session booked on the studio calendar and she was a local and recognizable member that we see all of the time. We NEVER EVER distinguish between black and white. We have members of ALL ETHNIC BACKGROUNDS.

  As for **************** standing in 97 degree weather - we apologize for the inconvenience as we were troubleshooting - she was entering our studio to use a ******* degree sauna. Our employees are trained to make sure the visiting members have their credentials to key into our studio. It is also a safety concern for our members and our staff if someone enters our studio and is not a member.

  Again, we apologize for any harm or disrespect to ****************. Our General Manager reached out to her and I personally called her to apologize for any negative feeling she has from her visit. We did reach out to her home HOTWORX studio in ******, ***** to report that she was having trouble with her door code so we can have a smooth entry the next time she visits ***************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩