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:14/03/2025

  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 purchased a "Summer Bliss" package for 15 class credits for $222 in May. There ended up being an unexpected death in my partners family in the next province over. I also ended up with some soft tissue injuries over the summer and a head injury in September. Due to these reasons, I was only able to use 2 of these 15 credits before they "expired". I emailed the business to see if I was able to at least get 10 of the 13 credits reinstated and explained the circumstances and they refused, offering for me to purchase another intro package instead for unlimited classes for 2 weeks at $44. I refused to purchase any more services from them and asked if there is any way to receive a partial refund or a reinstatment of any amount of credits, which they refused. So, essentially, I paid $222 + tax and fee for only 2 classes. I voiced that I felt this was very unreasonable, but they would not budge, saying I had a 3 month window to access these credits and it was my choice to not use them within that time frame. I am now hoping to get a refund of at least $182 + tax - I feel like this is more than fair as their "drop in" class rates are $20, and I did go to 2 classes.

  Business Response

  Date: 14/03/2025

  Hello there,

  I have attached all emails from myself and the customer. I did not ask her to pay for a 2-week intro, I offered to give her another complimentary intro offer. I also mentioned multiple times the policy of the package she purchased and where we reached out before it expired in September. I didn't hear from this customer until the new year (January). Unfortunately, this policy was put in place and the offer expired in September, and I was unable to refund her or add those credits to her account. I also found her email tone to be confrontational and accusatory when as a small business I was simply upholding the policy that was put in place. I feel I was kind to her and that i also do empathize with her situation. If she had of reached out sooner with a kinder tone, it is likely i would have given her some credits. 

  Customer Answer

  Date: 17/03/2025

   I am rejecting this response because: When I had first reached out, I had inquired about the status of my account and informed the business owner of the unexpected death of a close family member out of province and also that I had received a head injury in September, which prevented me from following up sooner. I did not receive or sense any empathy from the business, nor did they offer the intro week explicitly for free/complimentary. Voicing surprise and dissatisfaction as a customer to a business should not be taken as confrontational, but I understand if they had viewed it this way. I remain dissapointed and honestly appalled at the stance of the business owner and remain in my belief that I should receive a refund for services not rendered out of the costumers control. I would be ashamed to accept almost $300 dollars from a customer for them to only be able to use 2 $20 credits within a 3 month time frame, especially given the fact that there was a sudden and unexpected death of my father in law and unforseeable frequent travel required out of province. 
  
  
  

  Business Response

  Date: 17/03/2025

  I have attached first email I sent to the customer after her first email.

  I offered my condolences and showed empathy as well as offered her the free intro offer. 
  

  I am not sure what else to say here as it is in writing. Her previous message is false. Perhaps it wasn’t read through completely, but it is there now for the second time to review.

  Have a lovely day!

  K***** 

  Customer Answer

  Date: 17/03/2025

   I am rejecting this response because: I am not sure what else to add here, I feel as though I have communicated all of my concerns. I am hoping for a resolution through the BBB, but will continue on to ***** ****** ****** if needed.