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:01/31/2024

  Type:Order 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.

  I purchased a new student 2 ****** class in September of last year. I attended one class and planned to come back to attend the second class but I was having issues booking the class online. I called server ******** to no avail. So I decided to send an email asking for help. When someone did get back to me, all they said was Hi *****,Our new student special package has a 3month expiration date, so that *** be why you arent able to use it anymore. All of our other passes expire after 1 year! -******** wrote back, asking if I could please use my class pass as I didnt know they had an expiration date, and no one ever got back to me. I had wanted to attend the class, but now I just want my money back.

  Business Response

  Date: 01/31/2024

  Our studio has an Intro deal for new students, a 2-class package for $36 which ***** purchased. 
  
  As I mentioned in my email, most of our passes have a 1 year expiration date to give students enough time to use them, however since the new student special is very discounted and only 2 passes, that specific pass expires after 3 months. ***** purchased the 2-class package on September 9th and had used one of the passes, but when she emailed me on Jan 26th her package had been expired since December 9th.
  
  In instances when students have sickness, injuries or other personal circumstances like that, I have no problem extending the expiration date! I just didnt extend it in this case because it was the new student offer, and had been expired for over a month.
  
  We complete our bookings through the Mindbody website & app in which students can view all of their passes and the date which they expire, and that information is easily accessible through both the app and website.
  
  In regards to ***** not being able to reach us via phone, our studio is very small and we dont have office staff, so email is the best way to get in touch which is stated on our website. Our phone number is mostly in use right before classes because sometimes people have trouble finding the location or call to let us know they will be late.
  
  Thank you and I hope that this addresses the complaint!
  
  -*******************
  

  Customer Answer

  Date: 02/19/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am looking to be refunded for the class they are saying my class pass expired before I could utilize it. I was not made aware that there was an expiration date or I would have used it in due time. They also made a point of stating that if something had come up like an injury or some other matter, that they would have honored the pass. However, this too was never made known to me. They simply state that it expired and thats that. 

  
  

  I want a refund since clearly they will not for whatever reason, honor my attempts at taking one of their classes, despite my various attempts to reconcile this dispute. It is unfair of me to be out money due to a Stipulation that they never bothered to mention to me at the time of purchase, beforehand, or at any point during the first class I did attend. If I only get a partial refund because I took one out of two classes, that is okay with me. But Im not okay with taking an $18 loss because they never stated their policies, and there is no mention of them on their website, either. So how would I have known that there was an expiration date?? 

  
  

  Best,

  
  

  ***********************;