Complaints

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• Initial Complaint

  Date:01/17/2023

  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.

  This company penalises pregnant people. I called up to ask why Id been charged $48 for missing two classes that Id already paid $40 for but couldnt make because of morning sickness. I said it seemed a bit unfair considering Id called to explain I couldnt make it and had already lost the money Id paid for the classes (and so the business didnt suffer as a result of my absence). These charges had never been explained to me, not even when I called to cancel. The owner suggested that I put my membership on hold or dont book classes if Im pregnant. He was so unkind that I started to cry, at which point he said I was being ****** emotional. He did at one point offer to give me $24 backThat would have meant Id spent a grand total of $64 for not getting to attend a single class ??. In the end, he revoked that offer by email, because I cancelled my membership, and told me that Im entitled due to being pregnant so now Ive paid $84 for two classes I didnt get to go to.

  Business Response

  Date: 01/17/2023

  First, we apologize for this customer's experience. Our customers' policies are stated and agreed to before attending any services. The customer, Poppy ***** was fully refunded for the class cancelation fees and her month of membership. 
  
  Our company honors everyone and does not discriminate against any person. We condemn the comments in the complaint as disingenuous and dishonorable and failing to give a true and accurate account of the details. 
  
  Our company has a class cancelation policy stated below:
  
  'Any booked class by members not attended has to be canceled within 12 hours of the class start time to avoid penalty. If members cancel a booked class within 12 hours of the class start time, that is considered a late cancellation. Members who do not attend a booked class are regarded as Absent No-Show.
  
  LATE CANCEL's are charged $10
  ABSENT NO SHOW's are charged $24'
  We do not offer refunds for service or class cancelations fees.  
  
  This client violated our class cancelation policy with two (2) absent no-shows on 12/13/22 and 1/7/23 and incurred a $48 fee. However, instead of taking responsibility, she called to complain. She stated our policies needed changing to suit her needs and circumstances of being pregnant. She wanted to be able to cancel class anytime she felt without recourse. 
  
  We initially offered to refund one payment and gave her options, like placing her membership on hold until she can attend classes without violating our policy or calling us when she cannot participate in class to avoid additional fees. 
  
  She wanted more from this resolution and sent a follow-up email. We promptly refunded her all the class cancelation fees of $48 plus the last membership payment of $40, which was $84. Which was more than what she asked for, but it still wasn't enough. So what else do we owe for her faults? No matter what's done, it isn't good enough for her. 
  
  The truth is that, although she violated our policies, we went against those policies and provided her a full refund of the class fees and the entire month of membership, which she didn't even ask for. Now to continue to make false claims and disparage a BIPOC and woman-owned business shows around discrimination shows the level of privilege, systemic racism, and attention-seeking behavior that has become commonplace in this society.