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:09/22/2022

  Type:Product 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.

  Beginning this spring once my original 10-class pack was used up, I started having issues with billing. I attempted to buy a new class pack and couldn't do so online, nor could I update my credit card. I had to go into the studio, which I did, and I bought a new set of class packs. All seemed well, the classes appeared in my account, and I went to the studio twice. Then all of a sudden the classes disappeared and I started getting late fine notices for "issues with my subscription." I'd never had a monthly subscription, so I was confused and went in to chat with someone. They cancelled the late charge, but couldn't figure it out and said that "sometimes the system does this," and that I should wait and see if it resolved. About a week later, I was doing some investigating and realized that I'd never been charged for the class pack, so I went back in to the studio and bought a new class pack. At this point, I paid with a WellsFargo debit card (screenshot below) and got a receipt sent to my account. A bit later when I logged into my account and attempted to book a class, I was unable to because there were no class credits in my account. I have, by now, been into the studio in-person SEVEN times to try to resolve this, and nothing has been fixed. I was told the credits are in my account but I can't see them and have to call in to book. I said this was non-optimal since their studio isn't staffed full-time during the day, but only right around when classes happen. I was told someone would attempt to fix it and reach back out to me, which never yet has happened; every time I want to take action on this, I have to take time to go in myself. No one in the studio would refund my credits, so I had to issue a refund through WellsFargo. I have kept getting late fee notices all summer, and have a record of this via email. Today, I called their billing department (which is run through ZenDesk) and was told that I have to pay $25 because of the claim via WellsFargo.

  Business Response

  Date: 10/14/2022

  Hello,

  We have reviewed the account of this client extensively and noted that all but one of the charges were declined due to insufficient funds. We have attached a record of these charge attempts. One payment did go through and it seems that she had some trouble booking classes online. The staff member who worked with her in person did not notify a manager to assist *** when it initially happened. When she went to her bank to recover the funds, our system removed the remaining class credits from her account & was charged a $25 processing fee. We apologize that communication to sort out her booking issue was not handled promptly. This has given us an opportunity to coach our staff to make sure that this does not happen again. We pride ourselves on providing excellent customer service as we offer various methods of communication to get in touch with our staff that include; phone, email, text, social media as well as in person support by our team. Our GM has been in touch with this client. She was offered a complimentary 10 class package($229 value), and has also been issued a refund for the $25 charge-back processing fee.