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:09/22/2022

  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.

  In early 2020, I purchased a promotional package for 9 classes for $99, and attended one class. The school closed because of the Covid lockdown, so in 2021, I finally returned to the studio to take a class. I inquired about the 8 remaining classes on the package and was told that the owner wasn't there and the person working the desk didn't know how to honor the pass. I paid full price for that class.I went back again this Sunday, 9/19 at 6:00 pm. I was told that the package expired and they would not honor it. The said they had record of the sale, but changed management and didn't have to honor it, but I can see on the website that the exact same people run the business, so it was a change in name only. They admitted that I was not the only person they did this to.

  Customer Answer

  Date: 10/18/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Bronx Yoga Lab regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

  Business Response

  Date: 10/20/2022

  STATEMENT OF THE FACTS
  
  Student ***************************, resident of ********************************************************, indeed purchased a credit package on 3/14/2020 from Bronx Yoga Lab, Inc.
  
  
  
  Per ******** Stay at Home orders,the business shut down on March 17, 2020. The business was not permitted to hold classes until March 22, 2021, per ********************. Upon reopening all students with active packages prior to the shutdown were emailed a notice of package extension, beyond the original validity purchased prior to March 2020. Following this extension period, it has been our policy to provide clients credit for the remaining cash value from their previous package towards a new package of choice.
  
  Our customer service records do not indicate that the student made any inquiries to our support team, whether by phone or email requesting an extension or activation of her credit package following the shutdown per ********, other than the transaction which occurred on 8/6/2021 initiated by the student herself (notated in the screenshot below).The student never purchased a new class for this class reservation as previously stated.
  
  
  
  At that time, her package was activated since it was pending activation from first use. Starting on 8/6/2021, she had 30 days to utilize her remaining 8 credits. The student did not attend any class or make any effort to follow up regarding her class package until she attended class over a year later.
  
  Note that this student has unsubscribed from all emails. As a result, the student never received any emails regarding reopening or any other information regarding package activation. All communications except for purchase receipts are permitted when a student has unsubscribed.
  
  We converted to a new system, *********** in April 2022. All customers were notified and opted back in when we migrated over to the new platform and only recently unsubscribed again.
  
  
  
  *************************** visited our facility and attended a class on 9/19/2022. She was instructed to purchase a single class since the instructor has no history from our previous system, *************** which was discontinued in March 2022.
  
  
  
  
  
  The following was notated on her account from her interaction with our staff on 9/19/2022:
  
  Client purchased a single credit to attend class, processed by the instructor. After class, the student inquired regarding expired class credits prior to the pandemic/previous business.Reviewed the list of expired packages at the Front Desk and informed the student they were eligible for an $89 credit towards a new package based on the remaining class credits on the package. The package itself had expired. The student declined the offer and stated shed rather forgo the loss than pay the difference towards the new package.
  
  After attending class on 9/19/2022,the student made no effort to reach out to our support team. The current tenant, Bronx Yoga Lab, ***** took over the lease of the space located at ************* within weeks before the shutdown. Many are confused because the owners of Bronx Yoga Lab used to be teachers at the previous yoga studio that occupied the space. While we understand our instructor misspoke regarding when the new business was founded in relation to the pandemic, it does not change the recommendation as previously outlined.
  
  
  
  
  
  
  
  
  OPTIONS FOR RECONCILIATION AVAILABLE TO STUDENT
  
  Option 1: We will apply the amount from her single class purchased on 9/18, $29 plus the credit from the remaining cash value from her purchase in March 2020, in the amount of $89, towards the purchase of a new 5 class card (the current price of $119 at the time of this request). We will deduct one class from the class card (to be applied back covering the credit needed for the class she attended on 9/18). She will have four classes remaining valid for 90 days from the date of processing. As such, she will be permitted to continue practicing at the studio.
  
  Purchase: $119.00       Purchase of NEW 5 Class Card
  Less: $89.00                Prorated credit: Paid $99 for 9 classes, utilized one credit on 8/6/21
  Less: $29.00                Provisional credit: Paid $29 for a single class
  Less: $1.00                  Remaining amount discounted
  
  Balance Due: $0.00
  
  Option 2: A refund in the amount of $89 to be paid via check and mailed to the client after confirmation of her current mailing address by the BBB. This option, however, comes with the condition that the student is no longer permitted to practice at the studio indefinitely and her account will be deactivated. 
  
  
  
  
  For any further questions, please dont hesitate to contact:
  
  *************************, Owner                                  *****************************
  *************************************                              *********************************