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:06/10/2024

  Type:Product 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.

  This is a workout establishment that advertises a price of $179 to clients for unlimited sessions. They strongly encourage clients to sign up for the unlimited, but they don't tell you that you cannot get into most of the desired classes. For me, who works a 9-5, I only have 2 classes that are an option for most people. The weekend classes most people want are usually booked up weeks in advance. They, lock you into a mandatory 3-month initial trial and do NOT tell you that you have to cancel the automatic deduction instead you find it buried into the document plus you MUST give 30 days' notice to cancel. I've paid this establishment $895 and I am requesting the 2 months OVER the initial enrollment.

  Business Response

  Date: 06/10/2024

  Thank you for bringing this matter to our attention. We take all customer concerns very seriously and would like to address the complaint filed by Ms. ***** regarding her membership experience at Pure Barre.
  
  Membership Transparency:
  
  1.Initial Commitment and Automatic Renewal:
  At the time of enrollment, we clearly inform all new members about the initial 3-month commitment and the automatic renewal process. This information is provided verbally in the studio, detailed in the membership agreement sent via email, and reiterated in the onboarding email. We strive to ensure that our members are fully aware of the terms of their membership.
  2.Cancellation Policy:
  Our cancellation policy, which requires a 30-day notice, is also communicated during the sign-up process and in the membership agreement. This policy helps us manage class availability and membership logistics effectively.
  
  Class Availability:
  
  3.Class Booking:
  We strive to accommodate all members and offer a variety of class times to fit different schedules, including early morning, mid-day, and evening classes. While popular class times can fill up quickly, we provide options to join waitlists and notify members of any openings.
  
  Resolution Efforts:
  
  4.Response to Ms. ************ have communicated with Ms. ***** multiple times to explain our policies and the reasons behind them. We regret that she felt dissatisfied with her experience. As a goodwill gesture, we offered to assist her in managing her membership more effectively and provided options to address her concerns.
  
  Membership Charges:
  
  5.Refund Request:
  Ms. ****** request for a refund of the charges beyond the initial enrollment period cannot be accommodated as the charges were made in accordance with the membership agreement she signed and acknowledged. We ensure that all terms and conditions are transparent and accessible to our members.
  
  We value our members and are committed to providing a positive experience. We have implemented these policies to ensure fair and consistent treatment for all our clients. We are open to further discussions to address Ms. ****** concerns in a manner consistent with our policies and practices.
  
  Thank you for your attention to this matter.
  
  

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21825804
  
  I am rejecting this response because Pure Barre is being DISHONEST:  They NEVER offered to assist me in managing my membership more effectively or provided ANY options to address my concerns.  THAT IS WHY WE ARE HERE.  They could have resolved this issue by simply offering a few free classes, meeting me halfway and refunding at least one of the months due to the misunderstanding, they could have offered me another plan when they saw that for the past 2 or 3 months they were drafting $179 from my account and NO classes were even being signed up for.  Just for good measure, they could have refunded the last charge because I DID cancel BEFORE the charge went through, BUT it had not been a 30 day advance notice.  Pure Barre has NEVER assisted in resolving this. There additude has  ALWAYS been, "I can show you where we sent you the regulations." They have ALWAYS had the Gotcha attitude towards MY concern. They ask you to sign the forms in a VERY busy lobby while clients are coming in and out with music blasting in the background to the point that the nearby business complained often.  Clearly, I would have cancelled within the required time if it would have been made clear at the time of signing up.  I could almost NEVER get into the classes even when I went 2 weeks out.  How many clients do they have versus slots available? How often are clients  booking multiple time slots?   I think this business model does not work and clients are being taken advantage of. This business has a greater obligation to ensure that customers are not ripped off.  This for me was to be a place to relax get fit and better my life.  Any reputable business would have address my concern with a better response other than "We gottcha" NOW PAY! 
  Sincerely,
  
  *******************

  Business Response

  Date: 06/12/2024

  Thank you for your continued feedback. We understand that this situation has been frustrating for you, and we would like to address your concerns respectfully and comprehensively.
  
  1.Membership Management and Communication:
  At the time of your enrollment, we provided detailed information about our policies, including the automatic renewal process and the requirement for a 30-day notice for cancellation. These details were communicated both verbally and in written form via email. Our goal is always to ensure that our members fully understand the terms of their membership.
  2.Class Availability:
  We strive to provide ample class opportunities for all our members. While popular class times can fill up quickly, we offer waitlists and various class times throughout the day to accommodate different schedules. Our booking system is designed to maximize member participation and ensure fair access to classes.
  3.Assistance and Options:
  We regret that you feel we did not assist you in managing your membership effectively. Our team is always available to help members understand how to maximize their membership benefits, and we encourage open communication to address any concerns promptly.
  4.Resolution Efforts:
  As previously stated, our cancellation policy is clearly outlined and consistently applied to all members to ensure fairness. While we understand your frustration, we must adhere to our established policies to maintain the integrity of our operations.
  5.Class Booking and Membership Use:
  We continuously monitor class availability and member utilization to improve our offerings. Your feedback regarding class availability is noted and will be considered as we strive to enhance our member experience.
  
  In closing, our responsibility is to ensure that all members have access to our studio and understand how to make the most of their membership. We believe we have met this obligation through clear communication and consistent application of our policies.
  
  Thank you for the opportunity to address your concerns. We wish you all the best in your future endeavors.
  
  Sincerely,
  
  Rob

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21825804
  
  I am rejecting this response because: Pure Barre is taking advantage of it's customers and they need to make changes! 

  1. Find a larger facility to accommodate more classes in their 6am morning classes and weekend classes.

  2. Provide customer service around membership. When customers' have gone 2 months and have not registered for classes. Have someone reach out to at least review to see if they have the best fit plan. I am wondering what would have happened if I were in the hospital longer.

  3. Don't make the cancellation process so complicated.  Clients should be able to call in or check in at the facility to cancel the enrollment, NOT have to email and then wait for a response, the have it effective 30 days later.  

  This is a "gottcha" business model.

  I am dropping this claim right now BECAUSE my bank has stepped up and reversed the charges for now.  If they do not permanently reverse them, I will take it to the next level.  

  
  Sincerely,
  
  *******************