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:11/30/2022

  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.

  Over the past two years, the number of available classes to me has reduced by 20 opportunities (i.e., classes) per month. However, I was never offered a reduction in price/fees (I signed up for unlimited classes at the beginning because numerous classes were offered at the beginning of my membership). Classes were continually cancelled for unprofessional reasons (i.e., she was too upset to teach when someone turned in there notice, etc.) with little to no notice as well. Then, myself and two class members were extremely harrassed and yelled at when we turned in our notice to cancel our membership (I gave a 90 day notice) and was made to feel very unwelcome to continue my attendance after turning in my notice. Many people have advised that the owner, *****************************, continues to draft their accounts after they leave which I consider to be an act of theft. She has continued drafting my account for September, October and November even though I have not been attending due to her sudden and unwarranted outbreak/yelling session; she even made the last two classes very difficult while smirking "is this hard enough" while teaching. A teacher is to encourage growth and improvement, not beat a student down as she often did.

  Business Response

  Date: 12/27/2022

  The claim that the number of classes offered had been reduced is entirely incorrect. The number of classes we offer has always been in the range of ***** classes per week. We provided class offering information to this member and can show that the quantity and variety offered month-to-month had been consistent since the beginning of their membership. The choice to not take advantage of any particular class offerings is entirely up to each member.
  
  Our memberships are similar to those offered by a gym, and, like a gym, we do not guarantee a specific blend of classes from one month to the next, only that there will be ample opportunities for members to participate in order to fulfill our contractual obligation, at the very least. Class offerings are subject to change in this way, as indicated in the contract signed by every member.
  
  That classes are "continually cancelled" is a severe exaggeration. In the uncommon event that a class is cancelled, however, it is always for justifiable reasons. Classes may be cancelled due to not having the minimum number of attendees for the class to take place, or the instructor is unavailable to teach due to illness, death in the family, unforeseeable circumstances, etc - which is clearly indicated in the contract that each member is required to sign. When a class is cancelled, members are offered multiple options to attend other classes at or around the same time.
  
  This particular cancellation to which this member is referring was when the instructor unexpectedly experienced a severe migraine, which no one could anticipate.
  
  On another occasion, the instructor had experienced 2 deaths in the family within 4 days and was unable to teach that day our of grief. Even though an alternate class was offered, it could not be taught as an "advanced" class since it was scheduled to be taught by a different instructor, which was upsetting to this member, even though others found it to be perfectly acceptable.
  
  The claim of being "harassed and yelled at" is inaccurate and grossly misrepresents the situation. The studio owner, who was teaching the class, made an announcement to this class as well as to others throughout that day. What she specifically said was: "I have an announcement and I want to be very clear -  our studio is not for sale and anyone spreading rumors about this needs to stop. If you have questions about this, then you can speak with me directly."
  
  Upon hearing this, the member who filed this complaint headed straight for the door. She was apparently unaware that the studio owner had been informed by another member that the member filing this complaint had participated in spreading this rumor. The studio owner also sent this member who filed this complaint an email to let her know that she was aware of this fact, but no explanation or apology was given in return.
  
  This member was also never told that she was not allowed to finish out the term of her membership. Instead, she opted to not attend classes of her own accord. Perhaps the member was too embarrassed to return, but she could have reached out to the studio owner regarding the matter if she had been inclined to take advantage of the open channel of communication provided to all members and/or she were determined to continue using her membership.
  
  The member filing this complaint is simply bitter and angry about the situation because she was called out for spreading incorrect and potentially damaging information about our business, thereby unnecessarily raising concern with other members, which had to be stopped in the manner that it was.
  
  In addition, the two other members referenced in this complaint had used profanity toward one our instructors and also treated this instructor very poorly around this same time. One of these members had also smacked her hands on the front desk and cursed at this instructor. One of our other instructors was in tears over this situation and yet another was so upset by it that she could not drive without allowing ample time to recover from the shock. There were 5 witnesses to this incident, which was documented.
  
  These two other members were contacted via email to explain that their behavior and treatment toward our employee was unacceptable under any circumstances. Both of their memberships were terminated immediately for this reason, which is within the bounds of what is contractually allowed for the studio to do, especially in this situation.
  
  With regard to unexpected payments being processed, our studio management software provider experienced billing issues and we raised this issue with them repeatedly throughout this time until it was finally resolved. The issue with their software had affected only a handful of our members and was not an intentional act of negligence or conspiracy on anyones part, and especially not an "act of theft" as was unreasonably claimed here. This issue was clearly explained to all who had been affected, and, in every case, the situation was remedied in a timely manner as can be reasonably expected.
  
  In terms of making classes "very difficult", at the beginning of each class, an instructor will often ask, "How hard to you want the class to be today?" Asking members if a class is challenging enough is used by any effective and conscientious fitness instructor. The member filing this complaint would often ask for a more challenging workout, which makes their claim very ironic and contradictory. We take no pleasure in, nor intention toward, "beating down" class attendees as was falsely claimed here - it is simply this member's skewed perception and attempt to defame the reputation of our highly trained and experienced instructors.
  
  
  

   

• Initial Complaint

  Date:11/09/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  My contract was terminated by the owner 9/28/2022 and I was informed in writing that I would get a refund for the last three days of that month. On 10/1/2022 my account was charged for October membership. I emailed *****************************(owner) requesting this problem be corrected, and she refunded my account the next day. On 11/1/2022, my account was again charged for membership. I again emailed ***************************** and she responded a few days later saying that it is software issue and she doesn't know how to fix it and its happening to other people. I just want to be reimbursed for the November membership fee, and to not have to go through this again next month.

  Business Response

  Date: 12/08/2022

  The former client who filed this complaint has been refunded just as they indicated for any/all charges that the software provider had incorrectly processed after we had followed the correct process for cancelling the clients membership at the time that it had been terminated. We explained that we have done all that was required in order to cancel the membership using this software to the best of our ability and in the same manner in which other former client membership cancellations have been processed. We contacted the software company for an explanation for their mistake and for reassurance that they will not make this same mistake again. We can see that it has not happened this month after they had resolved the issue on their end. Should there be any further issue related to this complaint, then the former client must work directly with the software company, MindBody Online, to ensure they resolve it as we are not in a position to troubleshoot or debug their software.

   

  Customer Answer

  Date: 12/08/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***************************