ComplaintsforPure Barre Corporate

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have multiple class credits from the ******** location and they closed and did not issue my refund. Their response was that they will eventually reopen and its been over a year since they are closed

  Business response

  07/26/2024

  Hi *****,

  
  Thank you for contacting Pure Barre. All Pure Barre studios are franchised, independently owned and operated.

  
  We would recommend contacting *************************************** or consider contacting your credit card company to dispute the charges. Your credit card company will take the appropriate steps with the payment processor (ClubReady) to investigate the chargeback request.
  
  Thank you,

  
  Pure Barre Support  

  Customer response

  07/28/2024

  I have reached out to pure barre Pasadena numerous times regarding them refunding me due to their location closing and they have ignored me.

   

   

  Business response

  07/30/2024

  Hi *****,

  
  Thank you for the update. 

  
  We recommend contacting your credit card company to dispute the charges. They will work with ClubReady to investigate the chargeback request.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I would like a refund for the pack of classes I purchased on December 2023 to begin classes in January 2024. I have sent Pure Barre Greenwich multiple emails, plus voicemails and texts, to request the refund for medical reasons. I can not do exercise classes nor attend a gym due to a medical condition I'm suffering from since January; I emailed various pieces of medical information/documentation to the **************** on May 7, 2024, as proof of my condition. I have had no response from them at all. Additionally, I learned later in May that they moved their location from ************, all the way to ***********, which if far away (I live in ****************** ** and *********** is far from my home and NOT an option for me); they sent an email to clients on May 31, ********************************************* various ways if ******** was not acceptable for Greenwich members. So, first I had to cancel due to my medical condition (and I'm still under the care of two doctors currently with ongoing testing/medical appointments), plus now they've moved location to many, many miles from my home. I would like a refund for the pack of classes I bought in December ($290 plus tax). No one answers the phone when I call (I read they have caller ID and will not pick up if they know a client needs a refund/has an issue) and no one has called me back nor responded to my emails and texts. This is a frustrating situation so I need help addressing the problem and receiving a refund.

  Business response

  06/21/2024

  Thank you for sharing your experience with us and bringing this matter to our attention. Please note that the Pure Barre franchisor entity, owns the Pure Barre brand and intellectual property, but we do not own or operate any Pure Barre studios, including the studio in question. All of our studios are independently owned and operated by franchisees. Therefore, you will need to contact the owner of the Pure Barre ****************, as they are separate from the corporate entity. We are happy to make that connection and have reached out to the studio owner to notify them regarding the Better Business Bureau complaint. 

  
  Pure Barre Corporate
  

  
  

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They didnt make it clear that by buying an 8 class pack it would be re occurring for at least 3 months. They hide it in the details and dont make it clear to buyers so I feel taken advantage of as a consumer. Additionally, I never signed a 3 month contract, there is apparently an online signature that says my nickname (Alli) if I were signing an actual contractual agreement I wouldve signed my full name (*******).

  Business response

  03/26/2024

  Hi *******,

  Since all studios are independently owned and operated franchises, they have the ability to assist you with your request. If you have not contacted your studio directly (via their direct email address listed on their website) please be sure to contact your studio for assistance. Because you have not specified your studio, we cannot contact your studio on your behalf. Please be sure to email us at: ************************************** and provide a copy of your request below along with the full name of your studio and your email address associated with your membership.

  Again, be sure to email us at: **************************************.

  Kind regards ~ Pure Barre Client Support 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  To Whom It May ******** I am writing this ****** as a follow up to submitting my request to waive the $99 Pure Barre membership fee. I terminated my membership prior to the start of my billing cycle. I am terminating my membership because I have been instructed to do so from my orthopedic surgeon after experiencing a great deal of back pain. The pain has been so excruciating that I am unable to bend forward. My termination request and request to waive the $99 membership fee was completed in person (termination ****** from myself was handed in person to receptionist and instructor ***** on February 20, 2024 the day before the first day of my membership billing cycle). I also emailed a medical ****** explaining that I can no longer exercise from my doctor to the following email address; ******************************************** I belonged to the ********************* Pure Barre studio and spoke with manager, ********************* who refused to waive my monthly membership fee after speaking with her on the phone on February 20, 2024 (the day before the start of my membership billing cycle). I began experiencing excruciating back pain and after visiting my doctor and performing x-rays it has been confirmed by my doctor that I must stop all exercises. I provided a doctor ****** and ***** refused to waive the $99 fee even though I'm not taking classes. According to *****, the studio requires a 30 day notice to avoid the monthly charge. My reasoning is medical therefore a 30 day notice is neither feasible nor possible. I explained to ***** that I paid a lot of money to see my doctor, no longer taking classes because my doctor has instructed me not to exercise, yet I'm required to pay $99 for classes. Please evaluate your policy and waive my $99 monthly fee. I am not attending classes due to extreme daily pain.Attached to this email, please see a copy of my doctor ****** that was submitted to Pure Barre.Thank you for your consideration. Sincerely, *************************

  Business response

  02/22/2024

  Hi ******,

  Since all studios are independently owned and operated (and studio billing concerns and/or membership cancellation requests are handled at the studio level), they are fully able to assist you with your request. Because you mentioned your studio (specifically), we contacted the studio owner on your behalf. Please allow 5 business days (M-F) for the studio /owner to respond to your email and request. For any follow up, you can email the studio directly (their email is listed on their website).

  Kind regards ~ Pure Barre Client Support 

   

  Customer response

  02/22/2024

  I have not received my refund for the membership fee for $99 for the month of March. I am unable to take classes as per my orthopedic doctors directions. 

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my pure barre membership because I was moving out of the area. I gave 30 days notice per their policy, and I received in writing that my last payment would be on 10/27. Once I officially cancelled my membership, I double checked my account on my app, and the membership was in fact cancelled. After going through my bank activity this week, I noticed that they were still charging me the monthly $149.00 membership fee, and have done so for November, December and January. After seeing this, I checked my account on my app to make sure it was still cancelled, and it was reactivated without my authorization. I'm a financial accountant with an auditing background, and I also used to work at the Pure Barre location in Carrollwood. A main reason why I did not work there for very long was because we were not allowed to cancel memberships. We were allowed to tell clients that we accepted their membership cancellation after we made them jump through unnecessary hoops, but with the full intent and knowledge of not cancelling it. I told another colleague about this situation this week, and he told me that his wife works at another Pure Barre location in the area, and it is in fact true that they tell you they are cancelling your membership, without actually cancelling it. I would like a refund for the unauthorized charges, and to actually cancel my membership. They have caller ID on their phones as well, and will tell their employees to not answer the phone if they know someone is calling about problems with cancelling their membership. I have reached out to the business, and have not heard back from them.

  Business response

  02/05/2024

  Hi *****, 

  Please be sure to email us (at: *************************************** so we can look into this for you and reach out to the studio (on your behalf) if needed.

  Kind regards, 

  Pure Barre Client Support

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a account with Pure ********************** and tried to add additonal classes. For some resone the web site would not allow me to add more classes. I with out knowing created an additional account which their system did not detect, The result being charged with twice a month for four months an additonal $556,00 When I contaced the owner ************** time before relizing that it had been four months I could use the addiitonal 10 class. When we relized it had been for 3 more months she told me to bad it was my fault for seating up a second account. Why would I seat up a second account and pay twice for a class ? I understand that she might not be able to refund the money but I would think she could give me the additiona classes I paid for I do not think this is good customer service!!!!!! that

  Business response

  01/29/2024

  HI ******,

  Since all Pure Barre studios are independently owned and operated franchises, they have full ability to assist you. Because the concern you shared does not list your studio, we are unable to escalate your request so we can contact the studio owner. Please forward your concern to us (at: *************************************** and provide us the following information:

  1) the full name of the studio you are referencing

  2) you mentioned you created 2 accounts, please provide the email address you tied to each account created

   

  Kind regards,

  Pure Barre Client Support 

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/15 Pure Barre ******** charged my credit card $199 for a month of classes. On 11/17 they shutdown. They owe me a refund for a month of classes.

  Business response

  12/20/2023

  Hi *******,

  SInce each studio is independently owned and operated, we emailed you instructions how to email your studio and copy the studio owner to request a refund. Please be sure to read over the email so you will be able to get your refund request resolved. Please email us back if you need further assistance.

  Kind regards - Pure Barre Client Support

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has a company policy that extends your membership for 30 days when you need/want to cancel and they will charge you an additional month to do so. This is an unfair and seemingly unethical business practice. I should be able to cancel my membership the day I want to cancel it and not be charged for an additional month.

  Business response

  06/18/2023

  The 30 day cancellation policy is explained to every new member and is very clear in the Pure Barre membership agreement that you and every member signs and agrees to when purchasing a membership, just as you did.  We strive to make every effort to accommodate all of our members the best we possibly can, and would be happy to provide you with some additional class credits in the future if you would like.  However ,we have the ***************************************************************************************************************** advance, based on our current studio membership, and canceling with little to no notice as you're requesting would not be fair to other members adhere to the policy, and would put an adverse financial hardship on our business and not let us properly staff for all members.  We hope you understand and we're happy to work with you in the future should you desire to take classes. 

  Kind Regards,

  Pure Barre ************

  Customer response

  06/19/2023

  Other gyms, yoga studios, pilates studios that I have joined over the years do not have the same policy but manage to still "be fair to other members", as you stated. This is a ploy to continue taking money from a member after they want to complete their time with you. 

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Today I attended a Pure Barre class in ********. The room is small and they have two speakers. The music was so loud that we had to shout to be heard over it. It was clearly above 80 decibels. When I asked if they could turn it down the instructor said per corporate they must turn the volume to maximum for each class and are not allowed to turn it down even a little bit. Noise above 70 dB over a prolonged period of time is known to damage hearing and cause irreversible sensorineural hearing loss. OSHA and anyone halfway medical knows this.I am writing to request that the volume level be adjusted to non damaging levels particularly if the room is small. What's the point of getting fit if we go deaf in the meantime? Stop requiring the maximum volume.

  Business response

  05/25/2023

  Hi Givona,

   

  BBB requests that I respond to your complaint. It was great to touch base and speak with you on the phone. I am glad that it was a miscommunication and can easily be rectified. Thank you so much for speaking with me. You have my number now, so feel free to reach out with anything further. 

   

  Thank you,

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

  Customer response

  05/25/2023

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

  1. Team meeting/training

  2. Adjusting the volume to a safe level that would fit OSHA standards

   I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  
  Regards,
  
  Givona *********
  
   

  
  

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I verbally canceled my membership, or put it on hold back in October due to having a surgery. The manager automatically froze my membership because I double checked. I never wanted it unfrozen as Im not able to work out yet. They are now saying that I owe those last three months plus that I had $500 worth of backpay that was due when I froze my membership. I have no idea where the $500 came from and I know for certain I had no balance on my account when I canceled my membership. They are now saying that I owe the $500 plus the three months that my membership was frozen. I am unable to get a hold of them locally or talk to the manager again. She has not returned my calls, and now they have sent the amount of over $900 to a debt collector.

  Business response

  03/07/2023

  Hi just wanted to make sure you received a response. Im not sure why the customer got these calls - they did not come from my organization (pure barre ****) - we checked her account and it had already been cancelled and we have no outstanding invoices. Its been settled with customer - let me know if anything is needed in our end. 
  
  *************************************

*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. ↩