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:03/15/2023

  Type:Billing 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 2/17/23, I signed up to join a waitlist for a class at Level One by Lagree. I had to enter card information, but thought I would only be charged if I was moved off the waitlist and was able to join the class. I was never moved off the waitlist and was still charged $25.00 for a class I didnt receive. I have contacted the business four times. I contacted them on 2/19/23 to let them know I had a pending charge and to please cancel that out, as I was never removed from the waitlist. They said that was my fault because I didnt remove myself. That is not true. I checked right before the class and I was still waitlisted. Their site explicitly states that you will also receive a text if you are accepted into the class and removed from the waitlist. I never received a text. On the 19th, I also received an email, saying you are removed from the waitlist and able to join class. This was two days after the class occurred. I think they were trying to cover their tracks. Then I received an e-mail on 2/19 saying I could still use the credit until 2/17 (two days prior, which makes no sense. I told them I was only in town for that one day, they could not accommodate me in class, so I need that refunded ASAP. They have stopped responding. I have left two voice messages, multiple emails for two weeks now. I reached out to my credit card company as well. I feel like this business is running a scam. They are charging for a product not received and ghosting customers after.

  Business Response

  Date: 03/16/2023

  Dear BBB team,

  Mrs. *** booked got on a waitlist on February 17 for a class at 12PM. At the time of her purchase the class was already fully booked. As I explained to Mrs. **** it is clients decision to join the waitlist and it is always ***** chance to get into the class. As you can see on my attachment, our FAQ says, client needs to remove the name from the waitlist, if no longer wished to attend otherwise cancelation policy applies. She didnt remove herself and therefore her credit was still on hold. This is how waitlist works everywhere.

  She called 2 days later and left a voice mail. I called her back, however couldnt reach her, so I left her voice message saying, that as she didnt remove her name from the waitlist she was not able to book a class. However, I also told her, that I just did so for her, so she can book another class. She didnt mention in her voice mail, that she was in ***** only for 1 day. 

  Yes, she got the email that she was added to the class on February 19 (the day she called). The reason is,  I wasnt on my computer (where I can remove the client),  so I had to do it on my staff app and the only option to remove someone from the waitlist is to add the person to the class and go to early cancel so client doesnt lose the credit and can book another class. 

  We also mention all information on our website- the fact, that the class is valid for 7 days (which client can see during the purchase) as well as the information, that all purchases are final and non-refundable. 

  She would have still been able to attend another classes, that we offered on that day (at 5pm and 6pm), it was her decision to join the waitlist, even though she saw, the class is fully booked and there are no spots available.

  I answered to all her emails and explained her the situation, which she didnt want to accept. However, as soon as she started to threaten us (as you can see in the email conversation attached) I stopped to respond.

  The fact is, her class is still active, so she still can attend a class. However as per our terms & conditions, the purchases are final and non-refundable.

  I hope this information and my attachments help to resolve this issue.

  Appreciate your time.

  Best regards,

  ***** Lampl (Manager Level One by Lagree)

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19518905
  
  I am rejecting this response because:

  I never received what I paid for. That was not my fault the class was full. No where does it state that I have to go back in to remove myself from a waitlist if I dont get added to the class. I even contacted them when it was just a pending charge to please cancel it out. They ignored my call. They never called me back like they claimed. I have never received a message from them. This is a blatant lie. This is NEVER the policy anywhere...every place I have been, I have only been charged if added to a class, hence receiving a product in return for my money. They took my money, but gave me no product in return. This is theft! They need to refund me and stop being so unethical!

  
  Sincerely,
  
  ***** Day

  Business Response

  Date: 03/18/2023

  Dear Team,

  as I have mentioned in my previous answer as well as to Mrs.***, as per our Terms&Conditions all purchases are final and non-refundable. She agreed and signed the waiver as well as the terms & conditions on February 17. Please see attached again the signed waiver. 

  We are not going back and forth, as obviously it doesnt matter how much evidence we send, Mrs. *** will not accept the fact, that we replied to her conversation until the point, when she started to threaten us. 

  As I also mentioned in my previous answer, her purchased class is still active and she can use it once she will visit ***** again. 

   

  Thank you!
  Best regards,
  ***** Lampl

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19518905
  
  I am rejecting this response because:

  No where does it state that you will be charged even if you are not admitted into a class. I was not admitted into a class. If it explicitly stated that, I would understand. It doesnt and you are practicing unethical business that I cannot agree with and will not stop until refunded. 

  
  Sincerely,
  
  ***** Day