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:12/30/2022

  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.

  On October 25, I canceled my membership with the front desk receptionist of this business. A week later, the manager of this facility contacted me to inform me that the cancellation was not effective because their receptionist had failed to provide me with a form I needed to complete. During my conversation with the receptionist on October 25th, I asked for specific documents I needed to sign to avoid further charges, and the receptionist informed me she had taken care of everything that needed to be done to cancel my membership. On October 26, my credit card was charged for the final 30 days of membership payment. I have not visited the facility since October 25th. I am now receiving harassing email messages that I still owe 30 days of membership. I have requested this business to call me to explain this latest charge, but they have failed to do so.

  Business Response

  Date: 02/13/2023

  This email is in regards to a complaint (ID#********* that was filed against our facility.  

  
  On 11/1/22 we received a cancellation request via text message from a member.  Within 5 minutes of receiving the text, our staff responded via text and email.  Based on the text messages from 11/1/22 and early 11/2/22 there is no indication that the member had previously cancelled or attempted to cancel this agreement.  Later 11/2/22, after being reminded of the 30 day cancellation policy, was the first time this member mentioned a previous conversation with a member of our front desk staff.  There is no documentation that any conversation took place on 10/25/22.  The response from the manager "a week later" was in response to the request 11/1/22 and ongoing conversation 11/2/22.  This member signed three separate agreements (an initial agreement then two subsequent upgraded agreements) with the studio each with increased access to classes.  Each of these agreements were provided via email at the time of signing and each contained the same 30 day cancelation period.  The member did receive reminders from a third party that she had not made her final payment scheduled for 11/26/22 (after it was past due).  On 1/3/23, prior to any correspondence received from the BBB, the past due invoice was removed from collections status so the former member would not receive any additional correspondence.  

  
  See attached text string from 11/1/22 and 11/2/22, emails that were sent at the time of signing agreements and the agreements that were attached to those emails.  According to the email system at least 2 of the 3 agreement emails were opened by the former member.  The member has not been contacted by a member of our staff since 11/2/22 or a third party affiliated with us since 12/29/22.

  
  Thanks

  *********; *******

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18659692
  
  I am rejecting this response because: they dont want to recognize I cancelled my membership in person with  the front desk on 10/25/2022. Communication after that day was to confirm that the cancellation has been taken place as requested. Also, when I signed up the first time with the studio, I was informed I could cancel by informing the front desk of my decision to do so, which I did in this case on 10/25/2022. I only signed up 1 time with the studio the other 2 times where simply upgrades to my packages (adding more classes). I did not receive any email with information regarding 30 days cancellation policy when I upgraded my package. 

  
  Sincerely,
  
  ***************************