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:05/02/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Hello, I was a longtime Barre3 online customer using their workouts almost since the company started until November 22, 2020 when I logged online to cancel my membership before it auto renewed the next day for the subsequent year. My doctor recommended I join a gym for more face-to-face interactions to help combat postpartum depression I was experiencing requiring me to cancel my membership. 4 years later, I am combing through my finances to see that my membership was never cancelled. I have been charged $300 once a year for the past 4 years; a total of $1200. I never received an email notification that my request to cancel did not go through, nor did I receive an email notification that my membership was about to auto-renew. I never once logged in during these 4 years, because I was under the assumption that my request to cancel had been honored. I inquired Barre3 about this dilemma. They refunded this current year, bringing this to a $900 question. They said the only place they notified me was inside their website portal, which I was not using because I was under the assumption I no longer had access after having requested cancellation to my membership. They suggested that I should have seen their charge on my credit card. They are correct. On the flip side, they should have notified me that they were continuing to charge me even though I have never one logged into their system to open a workout or read a recipe for 4 years. The customer loyalty I had previously felt now feels like a facade. They stated that in their terms of agreement if I was one second over one year in requesting cancellation of membership, I would still be charged. Being a day early in my mind, I didn't think I was too late, nor did they ever inform me. I feel like they stole from me, especially when I never used their services after I thought I cancelled. They sent me lots of emails to say "great job on your workout," why not send an email that my request to cancel was denied?

  Business Response

  Date: 05/31/2024

  Hi there, 

  Thank you for contacting us! 

  Upon reviewing your account with your email address **************************** I can see that this subscription was started on 11/23/18, and never cancelled in your account settings or through us directly. Because it was never cancelled, the card you put on file when signing up has been charged annually since this date. Please know that we did our best to make it clear during the checkout process, and in our terms of use, which you agreed to upon purchase, that you would be auto-renewed if not canceled before your payment date as stated below:

  Annual Subscription. The 12-Month Subscription is paid in 365 calendar day installments. For each 365 day period your 12-Month Subscription is active, you agree and authorize barre3 to charge the Annual Subscription fee against the most current credit card information associated with you on file with us or our third party payment processing provider. The Annual Subscription fee will continue to be charged automatically upon the first day of each 365 day period after your initial Annual Subscription until you cancel your Annual Subscription by following the cancellation procedure in this Agreement. If you wish to avoid being charged a subsequent Annual Subscription fee, you must cancel your Annual Subscription during the 365 calendar day period before it is due to renew. The deadline for cancellation is the minute prior to the exact time the Subscription was first purchased. No credits or refunds will be provided upon cancellation, except as stated in Section 4B below. You are not permitted to pause your 12-Month Subscription during the 365 day Subscription period.
  
  This being said, at barre3, we believe the act of giving generously is paramount. In the spirit of this, I processed a full refund for your annual payments, totally $1,200 and canceled your subscription immediately to ensure you are not charged moving forward. If you need further support, please know that I am here to help to the best of my abilities.
  
  Warmly,
  Your barre3 online team

  Customer Answer

  Date: 06/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/05/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 December of 2020, I registered for a trial service of the online membership to a local gym. I committed to the year of 2021. With no correspondence, invoice, or receipt emailed to me, I have been billed for the service for both 2022 and 2023 despite no longer engaging with this platform and no language during the initial sign up that this was a recurring annual fee. The most recent transaction was 1/4/22 for a service that I have not been engaged with and have had no correspondence regarding since 2021. In trying to contact the customer support team, an automated voice message script states that they are unable to connect me with the customer support team. As someone who has always thought well of the barre3 brand--regularly attending my local studio in the past, and as often as I can since moving further away, buying merchandise, and frequently suggesting the studio to friends, I am extremely disappointed that the company would resort to shady practices like unstated auto-renewals and the complete lack of transparency around billing (no invoice, no "thank you for your payment!" email).

  Business Response

  Date: 01/06/2023

  Hi *******,
  
  Thank you for reaching out to our online team for support!
  
  Upon reviewing your account, I can see that you purchased our Annual subscription on 12/20/20 for $17400 and never canceled this in your account settings, which is why you have been charged annually since this date. Please know that we did our best to make it clear during the checkout process, and in our terms of use, which you agreed to upon purchase, that you would be auto-renewed if not canceled before your payment date as stated below:
  
  Annual Subscription. The 12-Month Subscription is paid in 365 calendar day installments. For each 365 day period your 12-Month Subscription is active, you agree and authorize barre3 to charge the Annual Subscription fee against the most current credit card information associated with you on file with us or our third party payment processing provider. The Annual Subscription fee will continue to be charged automatically upon the first day of each 365 day period after your initial Annual Subscription until you cancel your Annual Subscription by following the cancellation procedure in this Agreement. If you wish to avoid being charged a subsequent Annual Subscription fee, you must cancel your Annual Subscription during the 365 calendar day period before it is due to renew. The deadline for cancellation is the minute prior to the exact time the Subscription was first purchased. No credits or refunds will be provided upon cancellation, except as stated in Section 4B below. You are not permitted to pause your 12-Month Subscription during the 365 day Subscription period.
  
  This being said, at barre3, we believe the act of giving generously is paramount. In the spirit of this, I processed a full refund for your most recent $175 annual payment and canceled your subscription immediately to ensure you are not charged moving forward.
  
  I cannot refund more than this, but if you would be interested in 6 months of free access, please respond to ***************************************** and I would be happy to provide you free access starting today on your account or provide you with a gift subscription that can be redeemed at any time.
  
  I understand that this is not entirely what you asked for; however, I hope that these adjustments to your account will support you monetarily and physically, as we believe that movement will help us come out of this season stronger.
  
  If you need further support, please know that I am here to help to the best of my abilities.
  
  Thank you, ***********;
  

  Customer Answer

  Date: 01/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************