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:04/02/2025

  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.

  I am a physician on call for my practice. I handle emergencies. I received a message from my nurse during a class and was screening the messages on the watch briefly. The instructor patronized me in front of the class twice on her microphone. I will be pursuing legal action for this.

  Business Response

  Date: 04/03/2025

  Thank you for bringing this to our attention. At our studio, we are committed to creating a respectful and immersive environment for all riders. To help ensure this, we have a clearly posted and consistently enforced policy of no phones or smart device usage during class. This policy is visibly posted at the studio entrance and is shared with members in advance.
  
  We understand that emergencies happen, which is why we always allow riders to step out of class to attend to urgent matters and rejoin when needed. Weve found this to be a respectful balance that supports both individual responsibility and the collective experience.
  
  After thoroughly reviewing our system, we were unable to locate any rides or an account associated with the name provided in this complaint. Without a record of a class reservation or attendance, we are unable to investigate the situation further or verify the details described.
  
  We take all concerns seriously and are committed to resolving any misunderstandings in a professional and respectful manner.
  
  
  

  Customer Answer

  Date: 04/03/2025

  I am rejecting this response because the studio claims they do not know who this was being sent from. Here is a formal response. 

  4/2/25

  
  
  To Whom it May Concern:
  
  
  My name is ******* ***** and I have been a CycleBar member for several months now. I experienced an unfortunate encounter at the *************** location with an instructor, ******, and the management staff at multiple locations and would like to not only file a formal complaint, but to request a refund for the full amount I have spent in membership fees. 
  
  
  I am a physician, who performs procedures (that sometimes comes with complications or risks post operatively) and was on call today, 4/2/25.  I attended a class immediately after concluding procedures and during class, received a message from my nurse. I screened the message on my I-watch that was on my wrist, as a physician on call is required to do for patient safety, and was reprimanded by the instructor. ****** made a non-specific, but targeted comment on her microphone during the class about focusing on class and not being distracted. I continued to screen the message on my I-watch, as obligated to out of patient safety concerns and she made an additional comment, now specifically targeted at me regarding this. She patronized me on the microphone in a class of ***** people. I had to yell over the music that I am a physician on call and she then decided to tell me to leave the class to take the message on her microphone. The lights were off in the class and it was a dark room. I was in the second row on an elevated ledge clipped into Bike 23 in the middle of the isle-- not a safe situation without assistance, but I left immediately. 
  
  
  There are multiple issues with this scenario. I am appalled and absolutely disgusted at the lack of consideration for a healthcare worker, the entitlement of an instructor to feel like she can scold a PAID member publicly in a class, and the additional harassment to leave the class in an unsafe fashion.  Why would I be forced to leave a dark room when locked into a bike when I am performing my job as a health care worker? What kind of paid service is this? What if I broke my ankle trying to get my foot out of the locks or fell off of the ledge?  How was screening messages on my I-watch any form of disruption to a class or grounds to be humiliated? This was NOT an iphone, it was a watch.  Instead of checking if an emergent scenario was at hand, the instructor scolded me like a kindergarten child who needed discipline. I was incredibly distraught by this and spoke to multiple managers. They dismissed her behavior as a part of her "rigorous training" to avoid cell phones in the class, continuing to allude to my feelings and how upset I was about this as opposed to finding a solution. I was screening messages on my I-watch with no major light source coming from the watch to cause a distraction. I am disgusted that I need to explain to a spin instructor that there are patient-related emergencies after being scolded by her like a child publicly, especially amidst a service that I have paid for. It is MY CHOICE  as to how focused I choose to be in a fitness class that I pay for.  This whole scenario was incredibly humiliating and discriminatory-- not to mention the fact that I was the ONLY colored person in the class as is the norm in this location. 
  
  
  I am requesting a refund for the full amount I have paid for membership to CycleBar and strongly discourage that any healthcare professional pay for services like this.  This entire experience showed me that not only does CycleBar lack any consideration for healthcare professionals who have work-related responsibilities, but more so that instructors feel that they can patronize paid members at their own discretion without properly inquiring what the series of events was.  Is Cyclebar conveying that health care professionals who take call should not take a fitness class because the instructor feels like they should focus and that a spin class takes precedence over someone's health? Is the employee representing this brand conveying that a healthcare worker will be yelled at for fulfilling work-related duties if they are not focused enough on the spin class and that they should not take a class if they are on call? This should have been handled in a mature, respectful way like adults, where I was approached personally during or after class and not patronized like a child or publicly humiliated for performing my duties as a physician. I should have been offered special accommodations if so and not told that I should assume to tell the staff that I am a physician on call.  I have the right to take the class whether or not I am on call for work as I PAY FOR THIS SERVICE. 
  
  
  If I do not receive a refund for my membership, I will seek legal attention for public humiliation and discrimination. My practice is located 3 blocks from this location. I can't imagine how many patients that I have seen or may see in the future encountered me being scolded like a child by this spin instructor.  I can't imagine that the instructor herself or a family member of hers who had an urgent medical issue would feel it is appropriate for a physician to dismiss their medical needs because a spin instructor was scolding her to not respond. I have paid for this service and I am utterly disgusted that I spent this amount of money on a company that treats their patrons as such.  No healthcare worker should face this sort of discrimination and humiliation for fulfilling their job. Patient-related emergencies, especially in the setting of medical procedures, can be life threatening and it is not within the right of a fitness instructor to make that judgement without adequate background knowledge-- let alone scold a medical professional PUBLICLY for making that judgement call.  This was completely inappropriate and unacceptable. 
  
  
  Please contact me with any further questions or concerns. My direct number is ************. Thank you.  
  
  
  Regards,
  ******* *****, MD, MBA
  Gastroenterology, Hepatology & Nutrition
  Medical Offices of *********

  Business Response

  Date: 04/03/2025

  Thank you for forwarding this complaint to our attention. After reviewing the details thoroughly, we believe there has been a misidentification of the studio involved.
  
  
  This complaint appears to reference an incident at the *************************** location of CycleBar, involving an instructor named ******. However, we would like to clarify that our studio is not located at or affiliated with the *************** location, nor do we employ an instructor by that name. Additionally, we have no record of this riderDr. ******* Dibbain our membership system or class check-in logs.
  
  
  We take concerns of this nature very seriously and want to ensure they are addressed by the appropriate studio. We kindly recommend that this complaint be redirected to the correct CycleBar location so the matter can be appropriately investigated and resolved.
  
  
  Please dont hesitate to reach out with any questions or if theres any further information we can provide to assist in correcting this issue.
  
  

  Customer Answer

  Date: 04/05/2025

  I have reviewed the business response and accept this resolution. If the brand is able to locate a way that I can contact the owners or corporate office, please let me know. I am not receiving an appropriate response from the studio or supervisor. 

• Initial Complaint

  Date:08/14/2024

  Type:Billing 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.

  I have attempted to cancel my membership at **** cycle bar - emails, texts and phone calls. No one has responded so I advised my credit card company to stop *** pay. I recently got a call from collections for $800! I havent been to a class since May and made multiple attempts to cancel. This is really bad business protocol.

  Business Response

  Date: 09/18/2024

  This complaint was sent to the wrong place. I apologize for the inconvenience of not being able to cancel your account. However, this complaint was sent to CycleBar ********* and is not CycleBar **** that is mentioned in the complaint. The studios are owned by different owners and are not related to each other. 

  Customer Answer

  Date: 09/18/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/18/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 was a customer of ********************** with a membership set on autopay. In November, I tried to sign up for classes, and the CycleBar app said zero rides available. I thought my membership expired. I tried calling Cycle Bar numerous times to find out what happened, but no one answered. I assumed my account expired. Now, three months later, on Feb. 8, I received an email from CycleBar manager (******) saying payment wasnt received and I owe back payment & late fees. My account was set up with autopay, so this shouldn't have happened. No one bothered to reach out to me to discuss it. She said she can't cancel the account, as there's a ****** notice policy and outstanding fees. I was never informed of this policy. I have been unable to sign up for classes since November, yet they continue to charge me a monthly membership and late fees. This is extortion.I replied to ******'s email explaining the situation and asking why my autopay wasn't working and why it took them 3 months to inform me. She told me their accounting department had called and texted me 7 times informing me of the situation. I did receive 3 voicemails from CycleBar (one in January & two in February) but with no information, so I assumed those were sales calls asking to me to rejoin. The messages never identified themselves as CycleBar's accounting department, nor did they indicate an issue with my account. I also never received text messages from anyone identifying themselves as CycleBar or that there was an account issue. I asked the CycleBar manager ****** to provide proof that I was informed of a billing issue prior to February 8. So far, she has not provided proof (because there is none). She didn't explain why my autopay wasn't working, nor why it took 3 months to inform me of a problem. I think this was intentional, to charge for no service and add late fees. Attached is the email thread with the CycleBar manager, an example voicemail, and what I'm assuming was their text message.

• Initial Complaint

  Date:12/06/2023

  Type:Billing 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 classes at the *********** CycleBar location while in town for work in July 2023. In October I saw that the studio was drafting my checking account for a monthly membership that I was not aware the ladies set up when I visited the studio. I reached out requesting an immediate cancellation and the supervisor stated she could not process it for me over the phone and I would have to physically come in to the studio. I explained that I do not reside there and she emailed me the cancellation form. I submitted the form on 11/7/23 and was still charged a fee in December and they have informed me that they still will not cancel the membership due to an outstanding invoice. I told them to apply one of the past 2 months of drafts that they still pulled to satisfy it and was instructed there was nothing they can do. So I requested verbally and in writing for a cancellation of my membership and the company refuses to cancel it.

  Business Response

  Date: 12/06/2023

  You are emailing the CycleBar in ***********, this location is not affiliated with the complaint you have attached. Please reach out to the proper franchise owner or to corporate as we have never had a member at our location by this name and we cannot assist you.

• Initial Complaint

  Date:10/30/2023

  Type:Billing 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 sent an email to cancel my month to month membership on 9/22. I was told to send it to another one of their emails. It was sent there as well. I never heard back from the facility in ******, **, which has since closed as of last week. I am getting multiple harassing calls and emails daily and I have sent many emails explaining the situation and they have even added on late fees. The only answer I receive is to contact the studio that is closed and the billing department cannot change anything. The billing depart is saying I owe for the next month because it wasnt 30 days notice. But on the website I found month month means cancel anytime. Also if they studio had just gotten back to me, and said you still owe I would have used the service for an additional month. I did not use the service because Incancelled it . I have emailed corporate and have had no response. Please stop billing me and harassing me when i cancelled and no one got back to me .

  Business Response

  Date: 12/06/2023

  Cyclebar Stone Oak has never had a member named ************************* at this location. You will need to reach out to the correct studio or to corporate for further assistance. We are a franchise, meaning, this location is not responsible for the accounts of other franchise owners.  

• Initial Complaint

  Date:08/16/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Good afternoon,I am hoping that you can assist me, i requested that my membership be canceled, but I was charged 2x since requesting it.Initially, I had paused my membership, however my scheduel doesn't allow for the limited class schedule that Cyclebar offers. ****, had charged me on Nov 24, 2022 so that my membership would begin again March 1st.On March 1st I called cyclebar ********* and requested cancelation. This required several emails, phone calls and assurances that my membership was canceled. However, it was not. I was charged $129 in April and in May.This is most concerning, and I am frustrated with the lack of expediency. The Cyclecar in question went thru a change of ownership during the time that I was canceling my membership.I have called and even went in person to rectify this issue, but I still have not been refunded. Nov 2022 charged $129 Apr 2023 charged $129 May 2023 charged $129 I was charged $387 and did not utilize the facility. (I had a surgery in April and was on Military travel).There has been zero response back from the Cyclebar in *********./********************* **********

• Initial Complaint

  Date:08/04/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 have been trying to cancel my membership. I have left multiple messages for manager at local studio (********* Ranch) with no return call. When I call to cancel, they say I have to come in person but I have moved out of state. I have a monthly charges and late fees accumulating because they refuse to cancel my membership.

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 cancelled my Cyclebar Membership years ago (perhaps 4-5+ years). I no longer utilize the services and I received a notification from the ****** LoHi Cyclebar that I had booked a spot for the Noon class on 4/13. I didn't make any reservation.
  I called the location, they didn't return my calls.
  I reset my password via DTC Cyclebar in ********* *******, CO and logged in to delete my account so this will not happen again.
  Cyclebar does not provide a way to delete our account. There is no option under "Account" in Personal details, Billing, etc.
  
  I tried to reach out to Corporate but there is no way to reach them and file a complaint directly which is why I'm filing it here.
  I simply want all my personal details and information from my account to be permanently deleted, without backups. It contains personal information (PII) that if hacked, would be disasterous) including date of birth, home address, email, phone #, spouse name and phone, etc.
  
  I would like to have my account permanently deleted please. There should be an easily accessible way to do so from the website. Why isn't there one?

• Initial Complaint

  Date:03/13/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 made a 3 months contract with Cyclebar located in ***********, ** on 11/25/2022. I sent cancellation request on 1/26/2023 which was 30 days before the next due date, 2/25/2023.I confirmed with the associate at the branch that since my request was 30 days advance, my membership will be cancelled successfully. However, the associate from ***************************, ****, reached me out for the payment due of $109 that I have to pay. He left a voice mail that he will submit to the collection agency if I don't pay that amount. So I called him for the explanation that why I have payment due since I requested 30 days advance and confirmed with the associate. He didn't even try to listen to me nor explain the reason. He was kept telling to to pay otherwise he will submit it to collection agency in a threatening tone. I never had this experience that someone is trying to threatening me without explaining the reason I asked for. I requested 30 days in advance and was also confirmed with the associate and now I am threatening by the associate from the branch. I was enjoying going to the cyclebar and this is how they treat clients who asked for the cancellation.