Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:25/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up as a floating member in spring 2024. I signed a monthly membership contract stating that I would have to give 1 month notice in order to terminate my subscription. We discussed this in person too during their sales process. I liked the space but found I wasn't using it enough to justify the costs, which went up by 20% this summer. I reviewed my contract to confirm the termination details, and wrote a polite email giving my 30 days notice. At that point I had already paid up for the following 33 days, so according to their contract I would not be charged again. They got back to me insisting that they had changed the terms, and now it was required that I give 3 months notice (amounting to an additional >$900). As a member I was never sent any message about this term change, nor asked to sign an updated agreement. They insisted that they didn't have to notify members about the term change. They apparently had mentioned that their terms would be updated in a Slack message to members, and on banners in the workspaces, but these messages are no longer available to members (they're on a Slack free plan). Furthermore, as far as I recall they never once called out this specific cancellation term change. At no point did they email me (which their own contract stipulates is their notice method). And they did not seek my consent. They keep trying to insist they are authorized to make this change and that our mutually signed membership agreement is "not a contract," but this is a violation of the Alberta Consumer Protection Act, particularly Bill 31's section on Unilateral Amendments. I tried very hard to resolve this amicably with the business, thinking they were merely ignorant of the laws around this and would apologize and reverse course. Unfortunately they have refused, and have tried to take the extra money from me. So far I have been charged $459 for a second month beyond my 30 day required notice period, and they intend to charge me again.

  Business Response

  Date: 05/12/2024

  Dear Better Business Bureau,
  
  Thank you for bringing this matter to our attention. While we regret that ******* is dissatisfied, wed like to provide some important context.

  In mid-2024, we updated our membership terms, including a change to the cancellation notice period. While we were not legally obligated to notify members of these updates, we chose to do so out of a commitment to transparency and fairness. Notifications were shared through:
  
  - A red banner on our app for two months
  - Posters displayed at all locations
  - Announcements in our member Slack
  - Email notifications
  
  Although a small number of members reported email delivery issues beyond our control (e.g. domain blocking), we took steps to rectify this for future communications. In spite of there being a significant risk of a cancellation influx, we explicitly highlighted the notice increase as a substantial change to terms and accepted that risk as a business. While ******* may have overlooked these updates, this does not invalidate the changes or our efforts to communicate them. Its also important to clarify that our agreements fall outside the scope of the Consumer Protection Act.
  
  When ******* contacted us, we made several attempts to engage in dialogue, reaching out via phone, email, and text. Despite these efforts, ******* declined to discuss potential solutions and threatened to complain. In good faith, we offered to reduce her notice period from three months to two, but she rejected this offer and escalated the matter.
  
  ******** claim that we unilaterally altered terms without notice is inaccurate. Our comprehensive efforts to notify members were consistent and exceeded legal requirements. Many members who missed the updates acknowledged their responsibility to stay informed. We regret her decision to escalate rather than collaborate on a resolution.
  
  We remain committed to fairness, transparency, and maintaining strong relationships with all members.
  
  Thank you.

  Customer Answer

  Date: 06/12/2024

  I'm rejecting this reply because:
  [1] It's false to say their agreement doesn't fall under the Consumer Protection Act (***). Our contract is between ** & me as an individual consumer. Such services still fall under the ***.
  [2] They have a clause in their contract stating they can change any term without notice. That's why they say they have gone beyond their legal requirements. False. Clauses asking consumers to waive their rights are illegal.
  [3] They imply (?) they sent me an email providing notice of the tripling cancellation period. I've received & read 47 emails from them. None are in spam. (See screenshots). The "domain blocking" they reference is thereby impossible. I asked repeatedly if they could show me timestamped proof of this email, they've never provided it. 
  [4] To suggest I failed in my "responsibility to stay informed" is wild. Under the *** you must call out specific material terms being changed, & the new term replacing them. The Slack message, app banners, etc they reference fail to clear even this low bar. Their own contract requires them to provide notice via email (they didn't). Since I pointed this out, they have closed 1/3 YYC locations, & this time buried notice at the bottom of an email, instead of using Slack.
  [5] They present me as unwilling to engage. I emailed first & was the last to reply. I asked to keep things in writing to be professional & protect us both. I offered multiple solutions & a generous timeline before I would have to request a chargeback of fees exceeding contract terms.
  [6] They did not offer me 2 months as a compromise, they only said they "were going to" if I spoke to them on the phone instead of in writing. (Ask yourself why.) Any charge exceeding the contract is not a compromise.
  [7] I gain nothing by filing this complaint. I just want other members to be treated according to Alberta law, instead of taking advantage of people's ignorance of their rights while claiming to be entrepreneur-friendly
  

  Customer Answer

  Date: 06/12/2024

  Sharing the final part of our email exchange

• Initial Complaint

  Date:07/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint concerns a monthly subscription for a coworking space which was never used. Work Nicer, the company, continued to bill me without my consent, after I had told them that I did not need their services. The context of this situation, is that I was looking to rent a coworking space due to having internet problems in my apartment. However, the day after I rented this coworking space, my landlord sent an electrician to repair my internet, and I no longer needed that service.WN informed me that they would only issue credit for the month I had paid for *****). I accepted that credit, and this is not my dispute. My dispute is that they continued to bill me despite me indicating that I did not need their services any longer. I was billed for an extra month, and nearly billed for a 3rd before I realized they had not cancelled my subscription. Timeline (all dates are ****):Mar ****: * I contact Work Nicer, specifically their ******* *** **** ******** * They accept payment Mar ****:* I inform WN that my internet has been repaired, and I do not need to rent a desk anymore.* WN informs me that they will not give me a refund, which I accept.* At this stage, I assume my subscription has been cancelled as I stated that I don't need it, and found no option to cancel on their website or mobile app May ****:* I discover that they have sent an invoice, and also previously charge me for April * I request they cancel this immediately * A WN employee cancels that payment, and indicates that the charges were a mistake in the back end of the system, and that they would get back to me May *****June ***:* WN has not responded to any of my subsequent emails since May ****.I simply want a refund for the April charge of ***** ** *** ** ***** ********* ********* to cancel my subscription. ****** **** ******** *** ***** *************** *** *** ***** ********

  Business Response

  Date: 04/08/2023

  "After reviewing this situation, Work Nicer recognizes that **** should not have been charged for his final membership payment in April. This was a case of human error, and the team is extremely apologetic for any stress or inconvenience caused. This definitely is not an accurate representation of how we do things here and it's a shame that this was ****** experience. Work Nicer was founded on a deep-rooted belief in community and the importance of doing the right thing, even if it's hard. We take full responsibility for this one, and it's taught us a lot in terms of making sure cancellation requests are put into the proper process streams so nothing falls through the cracks. We have processed a full refund for the amount **** requested and hope that we can move forward from this. Work Nicer wishes **** all the best!"

   

   

  Customer Answer

  Date: 04/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was refunded the disputed charge in full, which was the resolution I was looking for.
  
  Sincerely,
  
  **** ***