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Business Profile

Gymnasium

CycleBar

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:08/16/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    In May the Cycle Bar was having a free trial. You could get 3-4 free rides. I put my card on file because I was trying to decide if I would stay in Missouri or move out of state. A week or two after I did the free trial I ended up asking if I could cancel or freeze the trial because I decided to move out of state. I've emailed them, called and went to the studio but have not been able to get assistance. They are never open when I go to the studio or answer when I call. Today I called the 800 number they said they would have to contact the studio and they couldn't help me. I've texted and called the studio but have not received a response or call back. I received a statement that I owe $250 for a service I've never used.

    Business Response

    Date: 08/22/2023

    On 4/25 ******** took her 1st free class at CycleBar O'Fallon. If a customer does not join the studio after their first ride, we always offer 1 more trial class to be taken for a total of 2. The customer took her 2nd class on 5/5. That same day we had a Cinco De Mayo special for $5 on your 1st month membership. This membership is a reoccurring monthly membership which we received ********** e-signature on and payment information for on 5/5. On 6/19 Brittany was first contacted by collections because she did not pay her 2nd month membership. When collections made this call and introduced themselves on behalf of CycleBar it was noted that the client hung up. As you can see on the attached call log Brittany was contacted numerous times to try to resolve this issue. As the issue was not resolved, more months passed, and the studio does not have any voice messages from the customer asking to resolve the payment or cancel the agreement until the noted date of 8/16. We called the customer back the same day and left a voicemail to try and resolve the issue. We were finally able to get in contact with the client on 8/21. We waived our in person cancellation policy and closed the account, however no payment was made for the 3 months of missed membership dues. Please see the attached call/text log with the customer. Thank you. 

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