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:05/05/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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 requested a 3-month membership hold on April 14, 2025, which was consistent with Foss Yogas contract allowing one hold per calendar year with 5 business days' notice. Instead of honoring my request, the studio demanded that I repay a disputed $15 no-show fee and threatened to terminate my membership by the end of the day if I did not comply.I formally reiterated my hold request and explained that the fee was under dispute after prior resolution attempts failed. Despite this, the studio unilaterally terminated my membership and charged me an additional $235 in penalties, including a $100 early termination fee and $120 in retroactive membership discounts.I did not cancel my membership; Foss Yoga did. These additional charges are not supported by the contract, and the threats to send the matter to collections within 7 days are aggressive and unfair. I attempted to resolve this directly, including by submitting a written dispute and timeline. My efforts were ignored.I am seeking reversal of all charges and written confirmation of account closure.

  Business Response

  Date: 05/05/2025

  Hi there,
  
  ****** ***** purchased and signed a yoga membership agreement with us that included a class late cancellation & no-show policy.
  
  She booked a class and did not show up for the reservation, which triggered our booking system to charge a $20 no-show fee, per her signed agreement. She disputed the charge with her credit card company, and the credit card company refunded the rightful charge, which brought her into breach of agreement with us, as she had an unpaid fee for no-showing class. We contacted her to let her know she need to pay the fee to bring her membership into good standing. She requested to freeze her membership, which is a member benefit, and her membership was no longer in good standing due to unpaid fees. She no-showed a second class reservation (class was waitlisted) and the system again charged her $20. Her credit card on file declined the charge. We attempted to terminate her membership with appropriate early termination fee per signed agreement, and her card declined that fee as well.
  
  ****** *****' membership has been terminated. She owes $220 in early termination fees as well as $40 for the two class reservations she no-showed. 
  

  Foss Yoga

  Customer Answer

  Date: 05/06/2025

  Complaint: 23283624
  
  I am rejecting this response because:

  Foss Yogas reply contains multiple factual inaccuracies and mischaracterizations of events and the contract terms.

  First, I did not cancel my membership. Foss Yoga unilaterally notified me in writing that my membership would be terminated as of April 14, 2025, if I did not respond by the end of that business day. Their message clearly stated: If I don't hear back from you by the end of business today, the membership will be terminated with charges AND you will receive a late cancellation fee for tonight's class. This was not a mutual termination; Foss Yoga initiated it. Despite this, they have continued to attempt to charge me early termination fees and class-related penalties, contradicting their own communication. The contract states that an early termination fee applies only if the member cancels, which did not occur in this case.
  
  In addition, disputing a charge through my credit card provider is a federally protected consumer right. The membership agreement I signed contains no provision that defines a credit card dispute as a breach of contract. Foss Yogas claim that my lawful dispute of a $15 no-show fee voided my right to place my membership on hold has no legal or contractual basis. It is an unjustified retaliation for exercising consumer protections.
  
  My request to place the membership on hold was made in accordance with the terms of the agreement. The studio arbitrarily denied this request, citing an alleged bad standing status based solely on the disputed charge. This denial was retaliatory and not grounded in any contractual language.
  
  Furthermore, after Foss Yoga confirmed in writing that my membership was terminated, I did not use or attempt to use any additional services. Nevertheless, they have continued to pursue fees for services not rendered, including class no-show charges after the termination and retroactive early termination fees, despite the fact that I did not initiate the termination.
  Lastly, Foss Yoga has threatened to send these unsupported charges to collections. This is not only coercive but may violate provisions of the Fair Debt Collection Practices Act (FDCPA), given the lack of contractual or legal foundation for the charges they are attempting to collect.
  
  Foss Yogas actions are unjustified, coercive, and reflect a disregard for both the contract terms and my consumer rights. I respectfully request that the Better Business Bureau continue to keep this complaint open and unresolved until Foss Yoga ceases its efforts to collect unsupported charges, acknowledges the wrongful termination of the membership, and withdraws all threats of collection.

  Regards,
  
  ****** *****