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:11/08/2022

  Type:Customer Service 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 signed a two month contract with cycle bar Aug 20,2022 that was suppose to start Sept 1, 22. I booked a ride on Sept 10, 22 and had a really bad experience with the staff that day. The staff is rude, arrogant and inexperienced with handling cancellation requests properly. There was no one at the front desk to assist the customers so I waited for someone to assist with canceling my membership since I was told cancellations needed to be done in Person. The employees were huddled in a group and gossiping about a member. I didn’t realize until later, they were gossiping about me. I requested to cancel my membership and the front desk attendant said ok and pulled up an electronic document with a final billing date to sign. I signed and never returned due to health issues and other obvious reasons. Two months later, my credit card is still being charged. I called the cycle bar to clarify what happened and of course there is no recollection or cancellation on file. Even though I have not visited the cycle bar since Sept 10,2022 and it is now Nov 8, 22 the manager/owner refused to refund for the month I was charged and still cannot resolve what happened. This company is dishonest and untrustworthy. Copies of everything needs to be collected because the staff do not handle requests accordingly and lie that they don’t remember you ever requested to cancel.

  Business Response

  Date: 12/02/2022

  I wanted to start with the rider and the notes that we can see on her account. First of all this was done at the Fresno studio and not the Clovis location. ******** purchased a membership that was discounted to $14.00 for the first month. This membership had a 2 month commitment. All of our memberships have a 30 day cancellation policy. This was purchased on 8/20/22. On September 10th she did complete a ride. There are no notes of requesting a cancellation. On 9/13/22 ******** opened an email explaining the details of her membership. On 9/28 ******** requested a manager reach out. See the SMS communications below.
  
  In reviewing her billing she was only billed for the two months the first month August at $14 and the second month at $79.00. The manager moved her billing date as stated in the SMS chain below and then later refunded the rider the November Charge due to her “health issues”. Never once in her communication with our GM as shown below, did she state she was gossiped about or that she had tried to previously cancel. Per the communication below the rider knew she would have a November charge.
  
  Our staff and team prides itself in offering an inclusive environment. We cannot control all things at all times, but gossiping about riders in front of their faces is not a common practice for us. In asking both of these employees their recollection of events, they said they never had contact with the rider, and they did not have time on their shift to huddle together as they were attending to the needs of the studio.
  
  We like other businesses have policies in place that have an open communication with our customers so that there is never any secrets with our policies. We ask that our customers read the communications and contracts they sign. We appreciate you bringing this to our attention, and hopefully you can see that through our documentation of events that this complaint in unwarranted.
  
  ???????????????? 10/03/22 05:01 PM (Cyclebar Fresno)
  Yes, I'll email those to you too Cycleabar Fresno I STOP to opt-out
  
  ?????????????? 10/03/22 02:29 PM
  Thank you. Is there a policy for cancellation?
  
  ???????????????? 10/03/22 08:32 AM (Cyclebar Fresno)
  I went ahead and emailed you our freeze policy. Read through it and let us know. Cycleabar Fresno I STOP to opt-out
  
  ?????????????? 10/02/22 02:52 PM
  Hi Lyndsey I would like to know if memberships can be paused due to health and illness issues? Thanks
  
  ???????????????? 09/28/22 04:41 PM (Cyclebar Fresno)
  so your billing date going forward will be on the 3rd of each month- 11/3 will be your next billing date. Cycleabar Fresno I STOP to opt-out
  
  ???????????????? 09/28/22 04:40 PM (Cyclebar Fresno)
  no problem ********- i will push back you invoice date 2 weeks. Cycleabar Fresno I STOP to opt-out
  
  ?????????????? 09/28/22 11:36 AM
  Yes thanks for getting back to me. When I signed up under promotion it was to start 2 weeks later instead of immediately. I was told this is fine but in order to take advantage of the promo price I'd have to sign on last day or promotion and it would he effective on a later date or two weeks after.
  
  ?????????????? 09/28/22 11:34 AM
  Hi *******
  
  ???????????????? 09/28/22 11:14 AM (Fresno GM)
  Hi ******** its ******* from Cyclebar. Please give me call when you can so we can further discuss what we needs to be taken care of on your account. You can also reply back to this message. Thank you. ******* Lake I Cyclebar | General Manager | STOP to opt-out
  
   

  Customer Answer

  Date: 12/11/2022

   I am rejecting this response because:
  
  
  The place of business didn’t understand the inconvenience caused hay was created by incorrectly filing a cancellation request. I followed the companies policy and I still was handled appropriately. All those messages back and forth and it was obvious to me the front staff did not give the proper document for me to sign and/or didn’t follow through with the cancellation request.