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:08/28/2024

  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.

  During the pandemic, this Massachusetts-based business offered zumba classes online. I first enrolled in a virtual class in March 2021, and I decided to enroll in a $149 recurrent membership. I continued to take classes online, and my membership was renewed every 6 months. However, by the end of 2022 this business no longer appeared to offer any classes on zoom, and services seemed to be back to only in-person in the ******, MA metro area. I live in **********, ** and cannot use these services. I first wrote to the owner, ***********************, in January 2023 to ask 1) if there were still classes online; and 2) if not, to please reverse a $149 membership fee charged to my credit card in October of 2022, and remove my account from their system. I never received a response, although I continued to reach out to this small business owner in a courteous way. At the end of another 6 months, in April 2023, I wrote to the owner again when my card was charged. At this time, ************ (or a colleague) wrote back stating my card would be credited. However, it never was. Even though I have contacted ************ by e-mail and text multiple times since January of 2023, she has not credited my card, and what is worse, my card continues to be charged $149 every 6 months although I have asked multiple times for my account and credit card information to be removed from Om Studio's system. I appreciated these services, and used them when they were available virtually, but I should not be charged in perpetuity for services I cannot access. I am asking for the 6-month charges to be reimbursed from 10/13/2022, 4/13/2023, 10/13/2023 & 4/15/2024. Each charge was for $149, for a total reimbursement of $596. I regret that I have to file this complaint, and this matter could not be worked out with this small business owner who seems to be offering valuable services to her local community. I would like this to be handled before my card is charged again in October 2024.

  Business Response

  Date: 08/29/2024

  Dear ***** / Sir,

  On behalf of OM Studio Central truly apologize to the consumer hereby the name "***************************" and BBB for an unintentional mistake, The wrong account with the same first name was cancelled in the system, which led to continued recurring charges. However the last email from the consumer dated April 23rd 2024 was intentionally left to the payment processing system to handle 'cuz in the past the studio has lost money on double credits once a dispute is filed by the consume with their credit card company. I had sent an email saying her account will be credited however please don't file a dispute. Did not receive any response to that which I interpreted that the credit card processing system handled it. 

  Fast forwarded to today AUG 29th 2024, when I saw this BBB complaint quickly realized that the consumer had not received any credits from processing company. Hence today Aug 29 2024, I started issuing couple of credits $149, per charge basis and may be due to the nature of the transaction receipts labeled "Sales/ Purchase..." consumer might have assumed that further purchase charges have been issued and now she her card on file is unable is complaining, may be locked; it denies the other three refunds of $149 each. 

  Hoping BBB member helps me resolve this issue, so I refund the remaining amount.  It does take 5 to7 business days to see the refund back on the card.

  Appreciate your help to resolve this quickly. However one matter still remains open is that why despite our zoom services to others was not accessible to the consumer as mentioned. I have proof that during that period she tried to access there were couple of consumers who were successful in attending the classes online. However I am going to chalk it up to one of those technology glitches at her end. 

  The important matter here is getting the funds back to her and we assure once the refund is processed her credit card will be deleted and also her account.

  Once again, appreciate your help in facilitating quick resolution of the matter before any further misunderstandings and my sincere apologies for this unfortunate situation.

  Thank you in advance for your help and support.

   

  Warm regards,

  Om Studio Central