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:13/03/2025

  Type:Product 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 went to cancel my membership due to pregnancy and being physically unable to continue. They pushed me to put it on pause, I said I wasn't sure I wanted to pause it due to not knowing a time frame of returning, and then I never confirmed a pause, and I assumed when I wanted to return I would reach out. A few months into 2024, I looked on my bank statements and saw they had restarted my membership without notification. I never attended classes, nor did I know I was being charged, until 5 months later and 506.10$ (March 11 *****, April 11 *****, May 11 ******, June 11 ******, and July 11 105). I reached out with no positive movement. I never consented to a membership renewal. My first pregnancy wasn't successful, but a second was, and I was again pregnant when they had renewed my membership so I couldn't go anyway. They offered a credit, but after this experience, I do not wish to attend their establishment. This is an example of fitness memberships that I see too often, where they take advantage of renewing and memberships. I never consented to a pause, and my request was to cancel. They never sent a reminder of renewal, and I never attended classes. The price of the membership during this time also changed from ***** to 105, which I also had not consented to.

  Business Response

  Date: 17/03/2025

  Hi. Thanks for bringing this to my attention. It is very clear the the member is aware that it was paused. She has paused her membership several times over her membership time with us. It is up to the member to manage their membership based on when they will be away. We were unaware that she became pregnant again and did not communicate that with us which if informed we would have paused it again. I even sent her an email on July 21, 2024 to ask if she was ready to come back or if she needed more time. If you look at the email from April 17th, 2023 it is very clear she is asking for a hold of at least 9 months. I gave her a 10-month hold to give her lots of time. Please see the complete email string below which is very similar to what **** submitted. Thanks ******

   

  8/20/2024 - Good Morning ***** I have read and reread the entire email string and to me it is very clear that your pause is for 10 months, and it would be up to you to let me know if you needed more or less time with your pause. Your membership is cancelled and as a courtesy I have given you a $407.40 credit that you can use when you come back. This is very common practice in the fitness industry that it is up to the member to manage their account to when they want the pause to start and end. I am sorry that this is not what you want to hear but hopefully we will see you again soon. Thanks ******
  
  Hi ******, I'm emailing again in response to the membership charges being restarted in March. I felt it was unfair and there was information lacking, and therefore chose to follow up for some legal advice. It wasn't explicit that I would be renewing my membership after a 10-month pause nor was my consent to that explicit; I did not respond and I was not aware that it would automatically start up again. I had stated that I might need more time than what was proposed, and never followed up to say 10 months was good. I originally wanted to cancel, and instead of accepting my cancellation, it was encouraged to pause and I agreed without explicit understanding of how it worked, and saying I wasn't sure how long I would need. I never actually used the service, which makes it clear I did not know it was happening, nor could I have used it as it is not recommended to do hot yoga while pregnant. This could be chalked up to miscommunication but ultimately it would not be reasonable for me to pay for a service that (1) I didn't have the benefit of or (2) consented to in clear terms. This being said, I believe that I was unfairly charged for 4 months membership. I had wanted to reach out a final time to see if there was any way to reverse the charges; this is not an 'unused membership.' My lack of response was taken as an agreement to charge me over $400, which as an expectant mother, goes a long way. If this is not possible, I will be continuing to explore options to obtain my money, as I do feel it was not clear.
  Thanks, **** 
  
  7/22/2024 - Hi ***** Good Morning. We put memberships on hold and off hold based on the members instructions. We do not give any other notice. I have now cancelled your membership. We do not give refunds for unused membership. In the spirit of Karma I will give you a studio credit that you can use when you are ready to come back. See you soon. Thanks ******
  From: **** ****** <*********************************> 
  Sent: Sunday, July 21, 2024 7:04 AM
  To: ****** ****** (****) <**************************>
  Cc: ********************************************************
  Subject: Re: your Kamloops Hot Yoga Membership
  Thanks ******, I guess I thought there would be a follow up prior to starting again; there were issues with the first pregnancy and I'm actually 8 months pregnant now and moving to *********, so won't need the membership for a while at least! Is it possible to get reimbursed for the months charged? Thanks, ****
  
  7/21/2024 - Hi ****. Thanks for checking in about your KHY Membership.  Please see below for our communication from last year. I had you on hold for 10 months. Please let me know if you need more time or if you are ready to come back. See you soon. Thanks ******
  From: Support <************************************************> 
  Sent: Saturday, July 20, 2024 9:13 AM
  To: **************************
  Subject: contact form Form Submission
  
  ________________________________________
  If you have any other enquiries, please fill out the form below.
  Name: **** ******, Email: ************************* Phone:**********
  Comments: Hi, I used to be a member, and I just noticed on my credit card statements I have been charged between 98 to 105$ on March, ****** **** June, and July 11, although I did not sign up again and have not been attending. Please pass me along to who can help with this, thanks!
  
  4/17/2023 - Hi ***** Congratulations! For pregnancy we can pause your membership for up to 10 months. I have now done this for you. If you want to come back earlier just let me know. Enjoy this time?? Thanks ******
  From: **** ****** <*********************************> 
  Sent: Monday, April 17, 2023 9:51 AM
  To: ****** ****** (****) <**************************>
  Cc: ********************************************************
  Subject: Re: Membership Cancel
  Thanks ******, I'm actually pregnant, so it would be at least 9 months, depending how things go, so may be a bit long to put it on pause! Hopefully things go well and I'm back fairly soon after it all. Thanks, ****
  
  4/13/2023 - Hi ****. Sorry to hear about your medical issues. Rather than cancelling outright and if you want to come back you might be better of to pause your membership (saves your discounted pricing) . If you want to pause, please let me know when you plan to come back. This date can be revised if your situation changes. Please advise. Thanks ******
  From: **** ****** <*********************************> 
  Sent: Wednesday, April 12, 2023 7:04 PM
  To: ****** (****) <**************************>
  Subject: Membership Cancel
  Hi ******, Due to a medical situation, I have been recommended to refrain from yoga in a hot room for the next while, and will be canceling my membership moving forward. I'm not sure how that works, if I need to come into the studio. Thanks! **** ******
  
  2/05/2023 - Hi ***** Thanks for checking in. Yes, I can do that for you. Pausing is one of the perks of the monthly autopay membership. You can pause it for as often as you like for away dates of two weeks or longer. I have paused your membership for the dates in your email. Enjoy your time away. See you when you get back. Thanks ******
  From: **** ****** <*********************************> 
  Sent: Saturday, February 4, 2023 6:50 PM
  To: ****** ******* <**************************>
  Subject: Re: Pausing Membership
  Hi ******, I'm looking to pause my membership Feb 6-20, and March 2-30. Is that possible? If not, I may have to look at changing my membership; let me know! Thanks,  ****
  
  11/13/2022 - Good Morning ***** As requested you are on hold for the dates in your email. Enjoy your time away. See you soon. Thanks ******
  From: **** ****** <*********************************> 
  Sent: Saturday, November 12, 2022 5:36 PM
  To: ****** (****) <**************************>
  Subject: Re: Pausing Membership
  Hi ******, I'm looking to pause my membership from Monday Nov 14 to Friday Dec 2. Thanks! ****
  
  8/23/2022 - Hi ***** Thanks for checking in. Happy Tuesday!! As requested you are on hold for the dates in your email. Enjoy your time away. For away dates of two weeks or longer you can pause as often as you like for up to three months per year to maintain pricing. If you have special requests on pausing we can usually work something out for you. See you soon. Thanks ******
  From: **** ****** <*********************************> 
  Sent: Monday, August 22, 2022 3:57 PM
  To: ****** (****) <**************************>
  Subject: Re: Pausing Membership
  Hi ******, I am looking to pause my membership again; This time August 23 to September 6. I am wondering about the pausing, and how often/the maximum amount I can do it. I often get called to do work away, and I want to figure out if this lifestyle works with this membership, or if I will run out of pausing opportunities! Thanks, ****
  
  7/18/2022 - Hi ****. Happy Monday!! Your pause has entered and your new payment date will move forward by 18 days. Enjoy your time away. Enjoy your summer ?? Thanks ******
  From: **** ****** <*********************************> 
  Sent: July 13, 2022 12:56 PM
  To: ****** (****) <**************************>
  Subject: Re: Pausing Membership
  Thanks, much appreciated! **** 
  On Tue, Jul 12, 2022 at 6:16 PM ****** (****) <**************************> wrote:
  Hi **** I am away this week. I will take care of this as soon as I get back on Monday and Ill take make sure that the pause happens with the dates in your email. Enjoy your time away!
  Sent from my iPhone 
  On Jul 11, 2022, at 6:47 PM, **** ****** <*********************************> wrote:
  Hi again ******! I'm looking to pause my membership again; I will be gone from Friday July 15th until Tuesday August 2nd.
  Thanks!  **** ******
  
  4/07/2022 - This has been done. Enjoy your time away??
  From: **** ****** <*********************************> 
  Sent: April 7, 2022 11:51 AM
  To: ****** (****) <**************************>
  Subject: Re: Pausing Membership
  Thanks ******, May I pause it from April 10 to April 27, please?
  Much appreciated,  **** Wilson 
  
  4/07/2022 - Hi ***** For away dates of two weeks or longer just provide your away dates and I will pause your membership for those days for you. Your payment date moves forward for the same amount of days you are paused. If you have further questions just let me know. See you soon. Thanks ****** ??
  From: **** ****** <*********************************> 
  Sent: April 6, 2022 3:30 PM
  To: *********************************************************
  Subject: Pausing Membership
  Hi! When I bought my membership, I was told I was able to pause the membership for certain amounts of time/number of times. It immediately left my brain, so I was wondering if I could have the details on that! Thanks, **** ******
  
  *********************************

  Customer Answer

  Date: 20/03/2025

   
  Complaint: 23052299
  
  I am rejecting this response because: I never consented to a pause. The other times I put my membership on pause, I requested it as such, and there was a time frame that I sent. This time, I requested to cancel, it was asked if I wanted to pause, I said I didn't know my timeline with the pregnancy and that I would need at least 9 months so maybe a pause wasn't for me. I was pregnant and struggle with saying no, and I didn't want to have to work to get a cancellation so I stopped responding. I never once in that email chain said sure, I want a pause. A lack of a response does NOT signify consent, as far as I am aware.
  
  Sincerely,
  
  **** ******