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Business Profile

Fitness Center

Cyclebar Montvale

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 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 status

Complaint type

  • Initial Complaint

    Date:02/06/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 joined CycleBar Montvale Nov/ Dec 2024. I joined with their unlimited monthly package after trying some classes. Unfortunately though on 12/23, I injured my knee and have been seeing an orthopedic doctor and attending physical therapy, but have not been cleared yet to cycle. I may need surgery soon.
    I first started calling montvale CycleBar on 12/26 to freeze my account due to my injury. I even offered to provide a doctors note or proof of medical records, but was told it was not needed, and I was told to email [email protected]. I emailed them twice, once on 12/26 ( I have records below) and again on 01/03 since no one answered me. I even left an inquiry specifically on their website about this issue since no one answered my emails. On Jan 5th 2025, I was charged for the month instead of my account being frozen. I then contacted the studio numerous times via phone ( see photos) and was told I would be refunded and that I would not be charged for February. I was specifically told on the phone that was manager was informed and that a “note” would be left on my profile ( on their end) to not charge me for February. Unfortunately yesterday 2/5/25 , I was charged for February. I called the studio last night, 2/5, and asked to please have my account cancelled completely. The person at the desk asked me to email the studio again for the manager to address it. In my email, I told the manager I wanted to cancel and that I am getting Chase involved to dispute all charges, as well as CycleBar corporate. After numerous emails, an inquiry on the website to this studio, and numerous phone calls placed since 12/26 up until yesterday, the manager finally emailed me back this morning, and did not address refunding me at all, but claimed to “extend 2 months” to me when I return if I was interested, and did not address my request to cancel my account. It is clear my emails were ignored by the manager, and she only got back to me once I mentioned corporate to her.

Cyclebar Montvale is NOT a BBB Accredited Business.

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