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:03/04/2025

  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 02/27/2025 I canceled my monthly unlimited membership with Mantra Yoga, which was set to renew on 02/28 at a $20 per month higher cost. The primary decision to cancel the membership was due to ******* ***** (owner) changing the schedule of classes offered. Previously, evening classes were offered on Mondays and Wednesdays, but were removed from the schedule with short notice after one of her instructors left the studio. In addition, the Saturday morning at 10 class was canceled for the month of February without notice, and class is now available but at an additional cost. I notified ******* via email on 02/25 that I would be canceling my membership after my last registered class that week (02/27), which I effected.When I contacted ******* after seeing an automated email notification on 02/28 that I had purchased a new plan, I contacted her to request my card be refunded. She replied that I am required to give her a 4 week notice to cancel my membership and that the charge was valid. As the memberships are billed every 4 weeks, that would have required me to cancel my membership by 01/30/2025, prior to the scheduling changes that ******* made, which is the basis for my request to cancel. I could not have known in advance.I do not recall signing a contract in September 2022 when I signed up for a monthly membership requiring advance cancelation notice of 30 days prior to plan renewal.I would like to point out that ******* frequently cancels classes last minute, due to to what she states is 'limited registration'. It is not worth her time or money to hold class if not enough folks register, taking away my option to practice under the plan I have paid for. Without posted disclosure on her website, she closes the studio from Dec 24th-Jan 1st every year; cancels classes for extended time around Federal holidays at her discretion; and does not grant members credit (plan extension) for these lost days that they have paid for. These are unfair practices.

  Business Response

  Date: 03/26/2025

  At Mantra Yoga, we prioritize transparency and fairness in our membership policies, all of which are clearly outlined at sign-up and remain accessible to members at any time in their account. Additionally, our studio policiesincluding membership terms, seasonal and holiday closures, class fees, and what is included in our membershipsare publicly available on our website.
  
  
  Addressing This Complaint:
  Membership Terms & Cancellation: The client enrolled in a monthly membership requiring 4 weeks online notice for cancellation, a policy that was agreed to at sign-up and is available at all times within her account. She submitted her cancellation request just 4 hours before her scheduled billing date, not 4 weeks in advance, which is why the charge was valid.
  Advance Notice of Price Adjustment: The client received approximately 45 days notice of her price adjustment, along with a reminder email sent after the February schedule was released. This provided ample time to review, consider her options, and cancel or opt out before renewal.
  Membership Options & Flexibility: Like all clients, this individual had the option to purchase class passes and pay per visit rather than committing to a membership. She chose the membership plan, which is designed for those who practice frequently and understand the terms.
  Pricing & Schedule Adjustments: All members received multiple email notifications well in advance regarding schedule adjustments and pricing updates, including the option to opt out before renewal. She did not opt out at that time, and billing proceeded as scheduled.
  Studio Policies & Closures: Mantra Yoga, like most boutique studios, operates with seasonal breaks and occasional class adjustments based on demand. These closures and policies are clearly posted on our website, and have remained consistent throughout the years. Additionally, class cancellations due to low registration are an industry-standard practice and are always communicated in advance.
  Membership Usage: This client attended over 400 classes under her membership over the last 14 months. Despite having full access to all membership policies for the entire duration of her membership, she is now claiming deceptive practices only after using the membership extensively.
  
  
  While we understand that schedule changes may not always align with every individuals preferences, our policies are clearly stated, publicly available, and applied equally to all members.
  
  
  Final Resolution: The clients membership has been canceled as per her request and according to the terms of her agreement.
  
  

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 04/03/2025

  FINAL RESPONSE FROM MANTRA YOGA

  
  We are submitting this as our final response to the complaint submitted by ******* *******.

  
  1. Original Complaint vs. Response

  Katrina's original submission cited multiple grievances:
  - Cancellation and billing policies
  - Lack of contract awareness
  - Studio schedule changes
  - Holiday closures
  - Class cancellations due to low registration
  - Price adjustments
  - General unfair business practices
  

  Our original reply addressed each of these in full, using only factual documentation, published policies, and detailed usage history. In response, the client has now attempted to narrow the scope of the complaintwhile continuing to make assertions related to the same dismissed topics.
  We maintain that our original response was entirely appropriate given the scope of her initial filing. It is misleading for the complainant to now claim we addressed concerns that she did not raise.
  
  2. Membership Terms & Contracts

  ******* claims she did not sign a contract, but this is verifiably false. She signed and agreed to two separate membership agreements:

  Original (2022): Required 14 days online notice for cancellation
  Updated (2023): Required 30 days notice, accepted digitally in our upgraded booking platform.
  

  She would not have been able to continue her membership without agreeing to these terms. These agreements also clearly explain:
  - How to cancel via our Membership Cancellation Request webpage
  - That cancellations take effect after the notice period (not immediately)
  - That billing during the minimum notice period is valid and non-refundable
  

  We have two membership agreements on fileone with her digital signature and the second with a required acceptance checkboxboth of which clearly outline the cancellation policy, billing structure, and holiday closure disclosures. They remained accessible to the client in her online profile at any time, and they clearly outline the policies she agreed to at two separate points in time.
  
  3. Schedule Notification & Transparency
  

  ******* repeatedly claims she did not receive sufficient notice of schedule changes. This is inaccurate.
  Our February schedule was published publicly during the last week of January. She had the opportunity to review the schedule and cancel her membership there after to avoid the next billing cycle. Additionally a reminder email was sent about her updated membership changeswhich included the option to opt out and cancel her membership. She did not.
  Instead, she attended class on February 27, and then submitted her cancellation form at 8:00 PM, after business hoursjust four hours before she knew her automatic billing was scheduled to process. This does not meet her agreed-upon notice period.
  

  We also note: she first emailed on February 25 to say she intended to cancel. This was still outside the required notice period, and no cancellation request was submitted at that time.
  She had multiple opportunities to review her options and actbut she did not. She is now seeking an exception by misrepresenting the facts.
  
  4. Publicly Posted Closures & Business Practices
  

  Katrina's complaint claims there is no posted announcement of studio closures. Again, this is incorrect.
  Our Holiday and Studio Closures are:
  - Publicly available on our website
  - Linked in our Member Resource page
  - Included in our Member Agreements (which she signed)
  - Reflected in our pricing model (48 weeks/year access, adjusted for seasonal breaks)
  

  These breaks have been in place for years and are widely known and communicated. To suggest we are compensated for weeks we dont operate is misleading and ignores that this model is fully disclosed, industry-standard, and factored into pricing. ******* knew of these closures and if she did not approve of them, she was able to pay per class vs. enjoying the unlimited membership at a promotional discounted fee.
  

  This information was not hidden. It was not new. It was not unfair.
  
  5. Communication Expectations

  We send out multiple communications each month via email to notify clients of:
  - Schedule changes
  - Promotions
  - Studio announcements
  

  If a client unsubscribes, chooses not to read, or ignores these updates, it does not mean they were not communicated. It simply means the client opted out of receiving them. It is not our responsibility to resolve the consequences of selective disengagement.
  
  6. Service Usage & Value

  ******* claims her extensive usage is immaterial. We strongly disagree. She attended well over 400 classes while she held her membershipat a discounted ratewithout raising concern about our schedule, holidays, or cancellation policies. She claimed our studio closures prevented her from fully enjoying our services, that we often cancel classes on a whim without notice, that no credit is offered for holiday closures, yet she was able to extensively attend classes.
  

  Now that she seeks a refund, she is reinterpreting long-standing terms and agreements to suit her narrative. That is not a valid basis for accusing a business of deceptive practices.
  
  7. On Her Intent
  

  This complaint has evolved with each submission. While the original filing included broad accusations (many of which were inflammatory), her follow-up now attempts to downplay or disown those points. This inconsistency undermines the validity of the claim.
  

  We responded to her complaint in good faith and provided full transparency. Based on her own usage, accepted agreements, and failure to cancel in a timely manner, there is no justification for a refund.
  
  8. Final Summary
  - ******* agreed to all terms.
  - She was sent advance notice.
  - She had access to her agreement and all published policies.
  - She continued using services after our schedule was changed.
  - She submitted her cancellation too late.

  Her membership was canceled as requested.

  No refund is due.
  This concludes our final response.
  Mantra Yoga