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:15/05/2023

  Type:Customer Service 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.

  Uphoria Yoga does not display their cancellation and refund policy on their website. The company only provides the policy after a payment for a service has been made in a waiver form. The company asks the customer to sign the waiver electronically after processing payment. The company does not provide a copy of this waiver once the purchase has been completed. This process is not done in good faith.
  
  My circumstances have changed and I asked the company to cancel my registration and for a refund. The company has declined my request referring to their cancellation policy. Although the policy was provided to me upon registration, it was not available prior my booking and I had no way of knowing what the policy was until after I made the payment.
  
  I believe this business practice is not ethical. A consumer should have access to a company’s cancellation policy prior to making a purchase. If no policy is available to a consumer there is an assumption of flexibility that the company is not honoring.
  
  I would like the BBB to discuss improved business practices with Uphoria Yoga and assist me with obtaining a refund for a service I would like to cancel.

  Business Response

  Date: 15/05/2023

   

  Hello there,

  The client opened an account on April 7th.

  When you first open an account you have to sign a waiver form which has all the liability and cancellation policy. After the client signed the waiver she then purchased a summer camp.  A few days ago she sent an email and asked us for a refund. We then explained to her that the camps are non-refundable. She then asked where can I find this information, and we emailed her the PDF waiver file that she signed prior to the camp registration. 

  She then replied to us by saying that our business policy is rigid and we are hiding stuff and she filled a complain to BBB. 

  We responded to her and told her that the waiver that she signed is LISTED on her account when she logs in to her account. It very easy to find at the top navigation and nothing is hidden. She mentioned that we send the waiver after she had purchased the camp, however that is not true. The waiver was signed by her prior to purchasing the camp and it is listed under her account. 

  We have already made an exception and gave her a credit so she can book another camp, and today we made another exception and gave her the refund option. Everything is very clear from our end and we never that such a case ever before. This case is now closed.

  We are a legitimate business and we value and trust our policies to the fullest and most authentic way. 

  Thank you . 

  Customer Answer

  Date: 16/05/2023

  
  
  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.
  
  
  
  Even though the business has agreed to process a refund, I have not received acknowledgment of misleading business practices. I hope the business reconsiders their business practices to protect other consumers. 
  
  
  Sincerely,
  
  
  
  ***** *********