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Business Profile

Exercise Programs

Pure Barre

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Programs.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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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  • Initial Complaint

    Date:02/03/2025

    Type:Billing 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.
    In November 2024, I went to this studio to take a class. At the time, I was advised to create an account online to purchase classes as the front desk manager was not able to help me in person. When I did that, I believed myself to be purchasing a pack of 4 classes, which is customary at other locations. However, what I did purchase was a monthly membership, which incurred a $109.00 recurring monthly charge. This was not explained to me on site. Once the monthly charge hit my account in December 2024, I immediately went online and cancelled my membership. This was on or about December 23, The notification on screen noted that I had remaining classes until January 24, 2025. This is confirmed via text (attached).On January 24, 2025, I received an email with the cancellation confirmation and a written notice that there would be no more charges to my account. However, I did notice a $109 charge had hit my account in January 2025, which I disputed with my bank because I had cancelled a month prior. I tried several times to call the phone number listed for this studio to discuss and no one ever picked up. I did not see an email on file. Believing this to be resolved, I took no further action until the manager of this club began texting me repeatedly and threatening to send my account to collections. This studio has now sent me a bill for $154 which includes the dues plus late fees. There are a few things at play here:1. This studio needs to do a better job at informing customers of the memberships and policies prior to sign up and be equipped to do this in person rather than expecting a customer to read fine print on their personal cell phones. This was the root of the misunderstanding.2. When I cancelled the membership in December 2024, the first confirmation of the cancellation came to me on January ***************************************************************** signed contract. This is a deceptive business practice. Thank you for your help to resolve.

    Customer Answer

    Date: 02/27/2025

    Better Business Bureau:

    At this time, I have not been contacted by Pure Barre regarding complaint ID ********.

    Sincerely,

    ***** ********-*****

Pure Barre is NOT a BBB Accredited Business.

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