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:04/04/2023

  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.

  My son went into the business today, 03.31.2023, and requested a cancelation. He was told he has to cancel online via email request. So, emailed to cancel, and received an email back stating he must give a 30-day cancelation notice, so that leaves him being billed for *** on *** 9th. The website does not say this. A business that advertises to consumers one thing on their website, has consumers sign up and pay on their website and then have them go in to be shown the facility and then at this point after they have already made the purchase, presents consumers with a contract this doesn't seem right, it seems like bait and switch marketing, and not to allow for cancelation without an additional payment, another 30 days; **** if you have been a member for way longer than six months. This is dishonest business practice. This is a one-sided transaction which is not a legal transaction at all when the Business is the only one receiving anything of value. Contract or no contract does not remove the fact that this business is withholding information. When viewing and purchasing on their website they are withholding information about their membership policy. To me this is dishonest, meant to take advantage of consumers, and is not considered an arm's length transaction- No way should something like this ever be considered a legal transaction; especially seeing how the consumer gets nothing in return for the additional 30 days, yet, are expected to pay. Pure greed and taking advantage of the consumer. I looked at the site online prior to my son making the purchase. I did not see it online the way they are presenting it via their emails, and it's because the business does not state their membership requirements online when purchasing. I believe they do this to deceive consumers. I think we need to at least question why they don't share their membership policy online.

  Business Response

  Date: 04/11/2023

  Events that occurred: 
  An individual referred to here as R.S. joined BCK as a premium member on August 9, 2022. On February 9, 2023, his membership was automatically renewed for an additional six months, as previously disclosed and agreed to by R.S. On Friday, March 31, 2023, R.S. verbally requested to cancel his membership to my business partner and was asked to email the studio his request. 
  
  On March 31, 2023, at 9:50 pm, we received the first of several emails from the member's mother, referred to here as **** We responded to ****'s initial email to confirm on whose behalf she was contacting us and to reiterate the terms agreed to by R.S.
  
  **** sent a reply email at 10:08 pm. We did not respond and then received four emails from **** in seven minutes. On Saturday, April 1, 2023, **** emailed us a copy of her BBB complaint confirmation. My business partner and I decided handling this situation through BBB is more appropriate than continued contact with **** at this time. 
  
  
  Explanation:
  A cancellation email request is a common practice for two reasons.
  This email helps protect our members. We are a small business run by only myself and my business partner. A written email request serves as a reminder of the request when we are at our computer instead of relying on our memories only and risking an accidental overcharge of the member. 
  The membership agreement contract requires a written notice of intent to cancel. 
  Our membership sign-up process presents our membership cancellation policy three times and is discussed with the new member during orientation. R.S. agreed to provide a minimum of 30 days written notice for cancellation when he signed his Membership Agreement contract. Additionally, to complete a membership purchase, the buyer is required to check a box next to the following statement:
  
  "I agree to read and abide by the contract associated with my purchase or communicate with BCK staff about canceling my purchase within 7 business days."
  
  
  In conclusion:
  **** is not our client. Neither **** nor R.S. attempted to alert us to any concerns or reach a peaceful resolution, as R.S. agreed to do in his contract. **** is seeking a refund for May 2023, which has yet to come. As explained twice in email communications, no payment is due in May 2023. It is the responsibility of the member to uphold the agreed terms, which were discussed with R.S. when he joined the studio.
  
  
  My business partner and I founded Bozeman Community Kiln (BCK) to create a space for healing, friendship, support, growth, and expression. We do not take advantage of our clients, guests, or clay ******* BCK clearly acted correctly, legally, and morally.