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:06/05/2023

  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 joined this yoga place in the new student enrollment on 5/2/23 I attended a few yoga classes and most of the classes offered are hot yoga classes and they are too hot very few other options are available I sent an online message through their website on 6/1/23 asking to cancel my membership and received no respsonse then I called them on 6/2/23 asking to cancel, they said they are charging me another month of full membership fee and then cancel on 7/2/23.I did not sign a contract and I wasn't verbally told when I was at the classes that you have to cancel week before the month.This is a scam. I don't want them to charge me a full month membership for **** when I don't like their hot yoga, they shouldn't charge me for services they didnt render.I want my money back thanks,****

  Business Response

  Date: 06/27/2023

  We refunded **** and sent him this email which outlines why he was not initially refunded.

  
  ************** <*************************************> Jun 5, 2023, 11:44?AM
  
  
  to harrybob9, ******
  
  
  
  
  
  
  
  Hi ****,
  
  
  I heard that you were frustrated because you emailed wanting to cancel your membership, and when you called the next day follow up were told that it could not be refunded since it was past the bill date. I have gone through our email, and I cannot find the email you referenced requesting cancellation. I apologize that for whatever reason that email did not reach us. It sounds like you said that you emailed on the 1st, which was the day before your billing date. We do request that students cancel 7 days in advance, that way if there are any issues we can get them squared away before the billing date. That is stated on the website when the new student membership is purchased, and in the confirmation email you received after (please see below). While it is true that we typically do not refund once a billing date has passed I am going to make an exception since it sounds like you tried to contact us but for whatever reason that communication did not go through. In addition to the welcome email, I have included below the ************** Agreement and Login Info and Sales Receipt emails that were sent when you signed up for the New Student intro. This is to show that there was a good faith effort to communicate our policies regarding cancellation and how the new student intro rolls into the premium membership. Please let me know if I can be of further assistance.
  
  
  Jaxen
  
  
  
  
  Welcome Email sent April 17, 2023
  Subject: Welcome to **************! Body:
  
  Dear ****,
  Welcome to **************! Welcome to your home away from home. Whether you are joining us for your very first yoga or barre class or have been practicing for years, your first visit to our studio is a big deal. We want you to have an awesome experience! ************** has friendly, knowledgeable team members, a clean studio and a wide range of classes to choose from. The studio is a community, and we all contribute to the space.
  Preparing for Class
  Before practicing with us, you must have a reservation. You can reserve classes on our website or with the free mindbody app. Wear comfortable clothes that breathe and allow you to move freely. Avoid eating a heavy meal 1-2 hours before practice. Applying perfume, cologne or other strong scents just before practice is discouraged. Bring yoga essentials such as water, yoga mats and a towel. If you forget them, we have all of these items for rent or purchase.
  Selecting a Class
  At BYB, all of our classes are all levels. We pride ourselves on offering classes which are suitable for anyone, no matter how new or seasoned they are to yoga and barre. Teachers offer modifications as well as opportunities to explore new shapes. Please feel free to call the studio at ************, or email us with more questions.
  Arriving at the Studio
  Give yourself time to check-in and acclimate to the environment. Arrive ***** minutes prior to the start of class and place your belongings in the changing rooms. The doors will be unlocked 30 minutes before class. The doors will be locked at the very start of class, so please do not be one minute late. You may fill your water bottle up, set your mat down and use the restroom before class.
  Entering the Practice Room
  To maintain a peaceful environment for yourself and your fellow yogis observe silence as you enter the practice room. Take only yoga essentials (yoga mat, towel and water) into the room with you. Typically new students practice in the back rows. This way they can follow the more experienced students for visual references. There are cubbies in the lobby and changing rooms for your cell phone and other belongings. The front door is locked to the outside once class begins.
  Your Practice Experience (Class)
  Your yoga practice is yours, and every day the body is different. Do your best to follow the class and listen to your body. If you feel overwhelmed we recommend sitting down or laying down. Find your breath and join class again when you feel better. If a pose feels good enjoy it, but if it doesnt feel free to modify or skip it altogether. The only thing we ask is that you plan to stay for the entire class.
  Leaving the Practice Room
  Similar to the way you entered, exit the practice room quietly and mindfully. If you used a mat, please bring it up to the front desk and we'll clean it for you, towels go in the hampers next to the mat bin by the front desk. Your instructor will be available after class to answer any questions you may have. Please leave within 30 minutes after class ends to allow for the instructor to go about their day's commitments.
  You did it! Hopefully this will be a regular practice for you. We are here to support you!
  For your records, your username is listed below:
  Username: *******************
  Password: Click here to change your password
  To Cancel Your Membership:
  1. Email ********************************* 7 days in advance with a request to cancel OR
  2. Visit clients.mindbodyonline.com > My Info > My Account > Scroll to the bottom right and click on "Terminate" *your account will be terminated immediately, so you will not be able to book any more classes at that point*
  We look forward to seeing you in the studio soon!
  Thanks for choosing BYB,
  ****** (She/Her)
  Studio Director
  ***************************************
  ************
  
  
  Emailed to: "*****************************" <*******************>
  BCC'd to: *************************************
  
  Subject:
  ************** Agreement and Login Information
  
  Body:
  
  
  
  Dear ****,
  Thank you for your purchase at **************. The terms and conditions of the Intro Roll over $50 First Month, then $139.00 that you purchased at our location are listed below. In order to take advantage of the Intro Roll over $50 First Month, then $139.00s services we need to have your electronic signature on file.
  
  
  To sign the agreement electronically:
  Log into your ************** account at our website ***************************
  Username: *******************
  Password:
  If you do not have a username and password, then you can create an account on our website ***************************, or you can contact us at ************** so that we can create a username and password for you.
  Immediately after you log in you will be prompted to agree to the Intro Roll over $50 First Month, then $139.00s terms and conditions.
  Check the box next to I AGREE WITH THE ABOVE TERMS.
  Click the Resolve Button.
  
  Thank you!
  The ************** Team
  Web: ***************************
  Phone: **************
  
  Terms and conditions for Intro Roll over $50 First Month, then $139.00:
  Start date: 5/2/2023
  Benefits include:
  Unlimited visits
  No minimum commitment
  15% off merchandise (excluding consumable items)
  Mat and towel use in case you forget (not a daily service)
  3 Guest Passes per year
  
  Premium Auto Monthly Agreement:
  
  I understand that this membership is set to auto-renew every month on the sale date unless I cancel.
  I understand that my premium monthly membership does not cover late cancel and no show fees. I understand if I do not show up for class or cancel my reservation more than 4 hours in advance, I will be charged a $10 fee.
  The current rate will not increase as long as continuous membership is maintained.
  I understand that I receive one month per 12 months of free pause. Beyond that it is a $30/month hold to keep my current rate.
  There is no minimum commitment, and I understand that if I'd like to cancel or pause my membership I must submit a written request 7 days before my billing date to *************************************.
  ************** is not responsible for cancelling my contract, and by signing below I understand that I am solely responsible for cancelling my membership and refunds will not be issued once a payment has processed.
  Please note that ************** membership policies regarding account management and processing are subject to change without prior notice at any time and your continued membership indicates acceptance of such policies and any change to them.
  The cancellation policy is as stated, even in the event of an unforeseen studio closure due to but not limited to a pandemic or force majeure.
  By signing up for this contract you are agreeing to the terms above.
  
  
  Emailed to: "*****************************" <*******************>
  
  Subject:
  ************** Sales Receipt
  
  Body:
  
  
  
  Dear ****,
  Thank you for your purchase. Below is your purchase receipt; please keep a copy for your records.
  Sale Date: 5/2/2023 - 8:48 PM
  Sale ID: ******
  Sold By: Automatic Payment
  1 Intro Roll over $50 First Month, then $139.00 $50.00
  Subtotal: $50.00
  Total Tax: $0.00
  Total: $50.00
  Payment Method Amount
  AMEX $50.00
  ******** Express - ***2004
  SCHEDULED AUTOPAYS:
  ***************************** agrees to pay the following:
  
  Intro Roll over $50 First Month, then $139.00 for ***************************** every 1 Month. Starting 5/2/2023 12:00:00 AM
  Premium Monthly Membership $139.00
  Refunds and/or exchanges are permitted within 14 days of purchase. Must have tags on and be in perfect condition/ not worn.
  We appreciate your business - if you purchased a series, please note the expiration date. Please retain this receipt for your records. Thank you!
  
  
  
  
  If you have any additional questions, then please feel free to contact us using the email or phone number listed below.
  
  Thank you!
  The ************** Team
  Web: ***************************
  Phone: **************
  
  Find, book, and pay faster at ************** from your phone using the MINDBODY app. What is the MINDBODY app?
   
  
  
  Front Desk | **************
  
  P: ************
  ******************************************************