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:22/09/2023

  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.

  September 11 2023 Play $70 plus tax for a introductory pass did my first class at the and of the class I was informed that I was not qualified for it because I did the introductory classes over 10 years ago when they were different name ( ****** **** *****) and I need to pay $ 30 just for one class, I pay and they told me that they would return my money but now they don't want refund the money any more.

  Business Response

  Date: 25/09/2023

  We are very sad to hear this complaint by one of the members at our studio especially after we've communicated with them directly several times already. We always do our best to accommodate our members and although we may not always be able to grant their requests, we will offer a compromise instead.

  In this circumstance this member came in to take class and when they were asked if they had ever been to our location before, they said no. Therefore the staff member at the front desk asked them to fill out a waiver form and allowed them to purchase our Introductory Offer of a one month pass for $70 +hst. This pass is only available one time per person and is only for those that are brand new to our studio. Once this member was in class our staff found their profile in our system and an Introductory Offer had been purchased previously. 

  After class our staff member notified the student and said they can use the amount they paid towards another pass or use a portion towards a drop in with the remaining balance on their account with us to use towards a future purchase as we do not offer refunds. The member chose to purchase a drop in with the rest of the money from the original pass on their account with us. Two days later the member called our studio and asked for a refund on the card they paid with instead. The staff member explained that we do not offer refunds and the amount they paid would sit in their account with us to use when they decided on what pass to purchase.

  The member called again the following week and was very upset with our staff member. They said if we didn't give them a refund they would call the police. The staff member calming let them know the same that previous staff members had mentioned to them that the amount was sitting in their account to use towards a future purchase but they were not satisfied with our policy. 

  Our studio has been in existence for just over 12.5 years now and about 5 years ago we changed our business name. There was a lot of communication sent out about this as nothing changed but our name as a franchise. It is still the same business owner, same teachers/staff, same class types, same pricing options and all policies are the same including that Introductory Offers cannot be purchased for a second time. It is important to us to be fair with all of our members and uphold the same policies with everyone. ** ** *********** ** **** **** **** ****** ***** ***** *** ** *** ****** ******** ****** **** **** ********* ***** ******** ************* **** *****