Complaints

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• Initial Complaint

  Date:01/21/2023

  Type:Service or Repair 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.

  I signed up for the 200 Hour Teacher Training Program with Longwave Yoga. It's a 6 month program that cost $3k. Training was scheduled for April * Sept. In June, unfortunately I was no longer able to continue going to the classes because my mom was really sick and I became her primary caretaker. I talked with the owner about what my options were. If possible I wanted to continue to do the work from home and still stay on track to graduate in Sept. The owner told me there were a required amount of in*person contact hours which she knew were hard for me right now but I would need to graduate and I could schedule private lessons with the lead trainers at a later date. So for the next five months I worked alone at my house and never heard from anyone at the studio other than the confirmation emails that they'd received my monthly payments. Then when I emailed the lead trainers to schedule the private lessons, the owner said it would cost me $100 per hour for 158 contact hours, totaling $15,800. I should not have to pay more money when the owner and I had talked about the in*person contact hours previously and not once was there ever any mention of more money in any of our conversations.

  Customer Answer

  Date: 01/23/2023

  ***Document Attached***
  
  See Attachment/File: C19EA584-A3B3-4681-AAB1-AE91D5406D69

  Customer Answer

  Date: 01/23/2023

  ***Document Attached***
  I'm attaching screenshots from 6/4 showing where the owner texted me about the contact hours and did not mention a price.
  
  "Hi *******,
  This is ****** the owner of Longwave Yoga. **** just informed me that you don't have video access today. So you have a couple of options.
  1. If your zoom doesnt have video then you can facetime another student and join into the meeting. You need to have a camera on for the hours to count since there are a specific amount of in person with lead trainer hours that need to be met.
  2. Or you can schedule private lessons with **** or ******* to make up the time you missed.
  3. Zoom with camera. The zoom option has been extended to you since you have a sudden family illness. It was designed to only be an option in case of COVID illness."
  See Attachment/File: AB83932D-BB04-41CD-9B25-9D4665687C27

  Customer Answer

  Date: 01/23/2023

  ***Document Attached***
  I'm attaching a screenshot of an email from the owner sent to me on 8/4 where she referenced the in-person contact hours and again made no mention of price. This is what her email says:
  
  "Thank you for getting back to me *******. There is a required amount of in-person contact hours which, I know are hard for you right now, that you must have to graduate. Please make sure you have worked with **** and ******* to get those hours."
  
  Thanks,
  ******
  
  See Attachment/File: 911941BD-71CD-44B1-B16C-C48AC66E41BB.png

  Customer Answer

  Date: 01/23/2023

  ***Document Attached***
  I'm attaching the screenshot of the email the owner sent me on 12/20 where she told me the in-person contact hours would cost me $15,800. Her email reads as follows:
  *******,
  Based on the amount of in person hours you have left if you the private make *** **** says you have 22 contact hours and 20 non-contact finished. So that leaves 158 contact hours. It you did all those with ******* as privates at $100 per hour that would cost $15,800. You can redo the ytt training with ***** for $2000 if you would like. This is what has been done in the past for people who did not complete ytt in the first year.
  Happy Holidays,
  ******
  See Attachment/File: 9949085F-F737-4837-92F4-C36C03BBD551.png

  Customer Answer

  Date: 01/23/2023

  ***Document Attached***
  As I stated in the last line of the case description I should not have to pay more money when the owner and I had talked about the in-person contact hours previously and not once was there ever any mention of more money in any of our conversations. My desired resolution is quite simple. Longwave Yoga has a new 200 Hour Teacher Training Class starting February 17th. I would like for the owner to allow me to register for this Training class at no additional cost so that I can get the in-person contact hours this way. I know that by re-doing the training class this would provide me with enough contact hours. I've asked her already to say yes to this option. But she said no. I'm attaching a screenshot from an email response on 1/8 where I had asked the owner if I could join the Feb class for no charge and her response was no I had to pay $2k. The email has my email to her below and her response to me above and reads as follows:
  
  "*******,
  The *** program is a nonfrundable program and the 2022 books have been closed. The offer is $2000 to retake the whole thing.
  The text message says if you want make up hours with privates with **** or ******* you may. And you still may. They set their rates for private lessons. If you and ******* work out a different rate that's up to you two.
  Lexi is no longer part of the *** program since she is moving.
  This year is a new class with new staff. I feel for your situation but these are studio rules.
  It is your choice if you would like to work something out with ******* for your remaining hours or retake for $2000.
  *******,
  ****** "
  
  On Jan 8, 2023, at 6:28 PM, *************************** <**************************> wrote:
  
  ******,
  We need to come to an agreement. I'm aware that there is a *************************************** February. I can join this Training class and attend all sessions but there is no reason I should be expected to pay more money based on the text messages and emails I've sent you in the past weeks.
  
  See Attachment/File: 4AD317AF-2831-453F-B969-4FE525E4A201

  Customer Answer

  Date: 01/23/2023

  ***Document Attached***
  These screenshots are of my emails with the owner from 1/8 & 1/9. She never responded to the top email. The emails read as follows:
  
  From: *************************** <**************************>
  Date: January 9, 2023 at 6:20:44 PM EST
  To: ***************************** <***************************************>
  Subject: ***
  
  ****** at the time that you sent me that text message it was ***** I had only paid $1,500 into the program. I could have stopped paying right then but I continued to make payments of $500 every month trusting your word that I could finish the program at year end. ****** you mislead me. You told me I could schedule private lessons once mentioning that it would cost me more money. Whose fault is that? That was a very informative text you sent laying out all the options for me. Don't you think it would have been helpful for me at that time to have known the financial options associated with each option were giving? We're talking thousands and thousands of dollars, that you just left out of the conversation. I'm at a loss for how you expect me to pay this money again. I really am. I told you in June I cannot continue to come to these classes but I wanted to finish we continued to communicate I made payments every single month-July, Aug, Sept knowing I could not attend the classes but I was going to schedule with **** and ******* for the contact hours. Now things have changed with **** moving and I understand that but frankly that's not my concern. When you told me to schedule with them you didn't tell me anything about a private rate and again I'm beating a dead horse because there was never any mention of extra money in all of our communication in any of the options that you gave me for how I could make it work to get my 200 Hour Yoga certification. Not once did you ever mention that I would have to pay more money. All I'm asking for now is that I get what I paid for. I already paid once for a 200 ************************ I'm just asking that you let me join the 2023 class. That's all.
  
  On Jan 8, 2023, at 8:48 PM, ***************************** <***************************************> wrote:
  *******,
  
  The *** program is a nonfrundable program and the 2022 books have been closed. The offer is $2000 to retake the whole thing.
  
  The text message says if you want make up hours with privates with **** or ******* you may. And you still may. They set their rates for private lessons. If you and ******* work out a different rate that's up to you two.
  
  Lexi is no longer part of the *** program since she is moving.
  
  This year is a new class with new staff. I feel for your situation but these are studio rules.
  
  It is your choice if you would like to work something out with ******* for your remaining hours or retake for $2000.
  
  Namaste,
  ******
  
  On Jan 8, 2023, at 6:28 PM, *************************** <**************************> wrote:
  
  ******,
  We need to come to an agreement. I'm aware that there is a *************************************** February. I can join this Training class and attend all sessions but there is no reason I should be expected to pay more money based on the text messages and emails I've sent you in the past weeks.
  See Attachment/File: 4E6DF81D-4381-4616-9A99-CCCA2645120D

  Customer Answer

  Date: 01/23/2023

  ***Document Attached***
  The attached screenshots are from the owner's email to me sent 6/9 subject "Requirements to Graduate" where option 2 literally says I can pick up training next year. That is the option that I am asking for. That is my choice. I want to take the class that starts February 17th.
  
  From: ***************************** <***************************************>
  Date: June 9, 2022 at 7:09:34 AM EDT
  To: **************************
  Cc: ********** <*******************************>, ******************************* <***************************************>, ******************* <**********************************>
  Subject: Requirements to Graduate
  
  *******,
  We have a couple of options for you to finish your requirements for graduation. We are bound by the Yoga Alliance standards for graduation and certification of teachers.
  
  1. You need to attend the training live in person or on zoom in order to graduate this year. One of the specific standards that we need to maintain per the Yoga Alliance is hours with the lead trainers therefore we cannot record sessions for later watching. There needs to be a dynamic between leader and student.
  or
  2. Stop where you are right now and pick up next year when the dust has settled and you and your family know what kind of care your mom needs and who can help provide that care, so you can finish YTT.
  
  Please take the time to think about what option will work best for you and your family at this time and let Lexi know what you are choosing to do.
  
  Namaste,
  ******
  
  On ************** 5, 2022 at 1:57 PM ************************** <**************************> wrote:
  Hey guys this is my situation: With my mother's recent diagnosis, it's been decided that I will be her primary caretaker moving forward. We do not know how long she has. I cannot leave her side. I do not have access to a phone or Zoom video during this time as she needs my full undivided attention. I need to know what is required for me to graduate. On page 163 of the Training Manual it says:
  
  Requirements to Graduate:
  Attend all sessions
  Complete all Coursework and Assignments (OMwork, Sadhana Hours Chart, Observations Chart (10 classes), 6 Yoga Discovery Questionnaires, Required Reading and Book Reports, Personal Teaching Philosophy, Meditation Practice Summary + Journal Entries, Sequence Arcs 1,2,3, Asana Flashcards, Study Guides 1-5, ********** Online Course Certificate, Peer Reviews)
  Complete all payments
  Signed Teacher Code of Ethics
  
  My question is if I do the last 3 bullets but am unable to attend all sessions, can I still graduate?
  
  See Attachment/File: 2CAC5430-9458-4C1B-86BF-DB26CF541475

  Customer Answer

  Date: 01/23/2023

  ***Document Attached***
  This screenshot is of an email from 8/3 where the owner is checking in to ask me if I plan on finishing the program this year or next year. Now I'm wondering why she won't allow me to finish the program with this new class that starts in Feb 2023 when clearly it was not a problem at the time she sent this email.
  "*******,
  I am checking in with you to see what you have decided about YTT. Are you planning on finishing this year or rejoining next year? I believe you have 1 more payment of $500 left. I just wanted to check in.
  Thanks,
  ******"
  See Attachment/File: 588CE377-7E81-4B8B-83FA-8C6C9C3AEAC0.png

  Customer Answer

  Date: 01/24/2023

  ***Document Attached***
  Attached screenshots of an email thread with the owner from 1/4:
  
  On Jan 4, 2023 at 6:51:49 PM, *************************** wrote
  ******,
  Please look at the screenshots I've attached here of our text messages from June 2022 where you gave me 3 options for how I could continue YTT, none of them with additional costs associated.
  
  On Jan 4, 2023, at 11:57 AM, ***************************** <***************************************> wrote:
  *******,
  On the first day of YTT **** says if you miss any session you must make them up with her or ******* at their private rate. Lexi and ******* have a private rate of $100 per hour. Instead of paying $3000 again, I am offering you a redo price of $2000 or you could do the $15800 to make up the hours in individual sessions with *******. This is what ***** did last year. He originally took the 2020 YTT and did not finish so for $2200 he redid the training. I am offering the redo for $2000.
  ******
  
  On Mon, Jan 2, 2023 at 6:36 PM *************************** **************************> wrote:
  ******, Happy Holidays. I hope you're well. I never heard back from you on my email below.
  
  On Dec 20, 2022, at 1:13 PM, *************************** *******************************:
  ******,
  I'm confused. In August you sent me an email asking if I was planning on finishing this year or rejoining next year. I wrote you back that I planned on finishing this year. When you wrote me back you told me that there were a required amount of in-person contact hours, which you knew were hard for me at that time, but that I must have to graduate. You said for me to work with **** and ******* to get those hours. But now you're telling me I would have to pay individually for private sessions on top of the $3,000 I've already paid?
  
  On Dec 20, 2022, at 9:47 AM, ***************************** ****************> wrote:
  *******,
  Based on the amount of in person hours you have left if you the private make *** **** says you have 22 contact hours and 20 non-contact finished. So that leaves 158 contact hours. It you did all those with ******* as privates at $100 per hour that would cost $15,800. You can redo the ytt training with ***** for $2000 if you would like. This is what has been done in the past for people who did not complete ytt in the first year.
  Happy Holidays,
  ******
  See Attachment/File: 32225100-9381-4524-9C24-68FAB634037C

  Business Response

  Date: 01/29/2023

  A yogi lives by the 8-limbed path. It guides our every decision and movement. The first Yama or moral/ethical commandment is Ahimsa meaning non-harming or non-violence. Every statement made toward the plaintiff was done from a place of active non-harming and with hope for the best success. Hoops were jumped through, permissions given, special allowances made, special payment plan made, and communication attempted. But at some point, a radical responsibility needs to take place.
  On February 25, 2022, the plaintiff received her letter of acceptance into our program. We charge the highest rate in the area for what we consider the best and most in-depth offing available. We also hold ourselves to every single one of the Yoga Alliance's (our governing body's) standards. This email stated "Attendance is required; you will be allowed to make up coursework at an hourly cost or as discussed with the lead teacher. Refunds are not available once the program has started. We will offer a 50% refund only if the refund is requested within 3 weeks prior to the program start date. *Please note the deposit is not refundable or transferable."
  The plaintiff agreed to all things stated in the acceptance email upon payment of her deposit. At this time she was also concerned about our payment structure and a special payment plan was created for her.
  During the first weekend of training, the lead instructors went over the manual and attendance policy. On page 163 it states the requirements for graduation. One of those is to attend all sessions. Here is where the lead instructors discuss make-up hours via private lessons at an hourly cost as written in the acceptance email.
  June 3, 2022, at 12:06pm the plaintiff stated her mother had dementia.
  
  June 5, 2022, the plaintiff gave myself and the lead teachers more information about her situation and that she had become the main caretaker for her mother and would not be able to continue her training in-person. She asked her about the requirements mentioned on page 163 of the manual. The Lead Trainer replied June 5, 2022, "Unfortunately we are not able to offer a certificate of completion for the program if you are not able to attend all the sessions (via in person or live-stream.) There are specific requirements that our yoga school is to uphold to maintain Yoga Alliance standards and one of these is the hours spent in sessions with your lead trainers. If you are not able to attend the remaining sessions, then I recommend considering postponing your program until next year.
  Here is where the second measure of going above and beyond was given. The option to live-stream into the session has not been allowed since the class of 2020 when COVID rule exceptions were made. You can also note the option to stop the program here and continue next year 2023 was offered.
  On June 9, 2022 I sent a response to the plaintiff as well stating "We have a couple of options for you to finish your requirements for graduation. We are bound by the Yoga Alliance standards for graduation and certification of teachers.
  
  1. You need to attend the training live in person or on zoom in order to graduate this year. One of the specific standards that we need to maintain per the Yoga Alliance is hours with the lead trainers therefore we cannot record sessions for later watching. There needs to be a dynamic between leader and student.
  or
  2. Stop where you are right now and pick up next year
  
  June 9, 2022 the plaintiff responded "I will call in via Zoom"
  
  June 10, 2022 plaintiff stated our text conversation. The lead instructor called me and said the plaintiff had not signed in yet so I texted her the options again 1 join via FaceTime as I could see her messages were blue therefore owning an iPhone, 2 schedule private lessons (for the third time restating the policy in the acceptance letter), or 3 join via zoom with the camera on. The plaintiff joined from a dark racquetball court. The lead instructor messaged me saying that the plaintiff was not participating and was in the dark.
  
  The plaintiff did not show up or communicate anything in July.
  
  August 3, 2022 I reached out asking if she was still planning on finishing the program this year (2022). Again she replied yes on the 3rd. The 4th she asked how many hours she had left. I was told between ******* depending on how we were allowed to count the zoom in the dark hours. She also had missed the assignment about the final exam and taking the midterm exam. I texted this to her and apparently she had changed her number.
  
  I left for maternity leave and reduced duties Sept 1-December 8. There was zero communication with the plaintiff as the rest of her class graduated and started their teaching careers.
  
  December 14 the plaintiff asked about her house to work with the second lead instructor. December 20, 2022, I gave her the cost of taking 158 hours of private lessons at $100 dollars per hour. Again going back to the acceptance email about make-*** costing an hourly rate. Or the redo option that has been used before for $2000.
  
  December 20, 2022, the plaintiff was ***et and claimed to have not known about the private lessons costing anything even though it is stated in writing in the acceptance email and discussed by the lead instructor on night 1.
  
  January 4, 2023, the same thing was restated. "On the first day of YTT **** says if you miss any session you must make them up with her or ******* at their private rate. Lead instructors have a private rate of $100 per hour. Instead of paying $3000 again, I am offering you a redo price of $2000 or you could do the $15800 to make up the hours in individual sessions with instructor. This is what ** did last year. He originally took the 2020 YTT and did not finish so for $2200 he redid the training. I am offering the redo for $2000."
  
  And this is where the threats begin. If I did not place her in the 2023 program for free she would go to the BBB.
  
  Since her teachers were no longer part of the education program and new people were the option to discuss her situation with them was offered as well as if they chose to give their time and service to her for free I would honor that on Jan 11.
  The teachers did not want to give away 200 hours of their time for free.
  
  The plaintiff had finished a majority of the homework but no exams, practicum, discovery classes, or peer-reviewed teaching. Having learned that she did put the effort into much of the homework I put together options for her hoping for a resolution.
  1/17/23 "1. Studio policy has always been a redo is $2000 to retake the entire program from start to finish. Joining week 1 and finishing graduation weekend,
  or
  2. Follow the tune-up plan of $395 per weekend for the ones that you missed last year. Weekends 4-7. you will turn in your omwork, finish discoveries, take the final, teach to your peers for the peer review, and teach the practicum,
  or
  3. I will refund you $1000: for your July and August payments. Note your payment plan was also specially made for you."
  On 1/26/23 the plaintiff went on a reputation-ruining rampage on social media and ****** reviews. The teacher program is one of the largest money-making opportunities for any yoga studio including mine. Reviews and personal attacks like the ones she made could cost my business thousands. The definition of defamation of character. I was more than willing to accept the plaintiff back into the program or let her walk away with a refund (against policy) with hope she would take the money and enroll in the course down the road that cost $900 and starts in February as well. After the reviews and having never met face to face or seen her in the studio or online practicing yoga I am ready to cut ties. The service was provided and all efforts for success above and beyond were made by the studio. I can say with confidence that all efforts towards ****** non harming, ***** truthfulness, ****** nonstealing, ksama patience, Daya compassion, and arjava sincerity were all extended from the studio, staff, and myself.
  

  Business Response

  Date: 01/29/2023

  ***Document Attached***
  Full transparency into all communications surrounding this case
  See Attachment/File: *************************** Communication.docx

  Customer Answer

  Date: 02/02/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The company's response is not satisfactory. I was lied to. ****** gave me her word on what I had to do to graduate. The evidence is clear on what she said regarding the in-person contact hours. I paid her the money. She took the money. I did the work. And yet I have no certificate and she's backed out on what she originally told me. So no the company's response is not satisfactory. The only fair resolution my placement in the ********************************************** February.

  Business Response

  Date: 02/04/2023

  The word given by the owner was the exact same as what is the studio policy. To graduate the students needs the inperson hours done either by attending the weekends in-person or in special COVID+ situations which was extended in this situation via Zoom or Facetime, or private ******s. The lead teachers each have a private rate. No one works for free including yoga teachers. This policy is stated in the acceptance letter, the manual, and the lecture on night 1. You paid for the program in person and did not attend via zoom or in-person. Everything else is separate.
  
  A student just this week made up her prenatal program requirements via a private ****** with a lead teacher and has now turned in the homework and will graduate.
  
  You also have not completed all assignments and testing. Including a midterm and final written exam, a 2 peer reviews of a class taught, a practicum final, Yoga discovery's with an essay, Observations with an essay, meditation assignment with an essay, the essay for a karma project or how you participated with the group, a mudra essay, 3 sequence arches which feedback is given for and corrected, flashcards of poses, and the sadhana chart. These assignments have not been completed and turned into the lead teacher.
  The 2023 program has some changes not a lot but a bit more homework.
  There also may not even be a 2023 program this year.

  Customer Answer

  Date: 02/07/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like a full refund.