ComplaintsforHeartbeat House

• Initial Complaint

  11/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Pass Purchased on 10/24/2022 Cost: $125 For: 10 Live Online Zoom Classes First, class was free due to low enrollment. Then abruptly switched to paid after I inquired. Next class was a last minute cancel due to instructor illness -ok, this can happen. Next 7:45 pm class was canceled when I inquired at around 8:00 pm. One email said instructor was on vacation for two weeks, other email stated several weeks. Instructor assured me she'd given ample notice of her two week family holiday. Why was I registered for the class, sent reminder and sent the link a few minutes before 7:45 if class had been canceled. In lieu of my livestream classes, I was offered free recordings. I do not want recordings. I expressed that I had lost all confidence in their integrity and wanted a refund. I was told that all sales were final even under these conditions of failure to notify in a timely manner and to deliver the promised livestream class. They can offer only some recordings. Communication has ceased. I would like my $125 back because it is not possible for me to block out time and pay for classes that may or may not happen and the lack of honest communication is unacceptable to me.

  Business response

  01/31/2023

  Consumer Response /* (3000, 18, 2023/01/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business' response of 1/31/23, after the case had been closed to their failure to respond, describes: "This is a new client to our studio and we have NEVER dealt with someone so difficult, entitled and downright abusive. We have been in business for almost 20 years." There is no refund policy, but services weren't delivered as promised. I declined the pre recorded classes and although there were many classes to chose from, being informed more than 15 minutes after start time after receiving a link and class reminder just before class, was not acceptable to me. This was not the day of the family emergency, but a subsequent week when the instructor had prior authorization to take vacation (please see attached emails). Changes made after start time, when this was already known to the studio was unacceptable to me, as was switching the class from paid to free. I congratulate the studio on never having met such an abusive person in 20 years. It is sad to cancel livestream options based on one person in 20 years. We have different perspectives on flexibility and integrity. I would of course, not do business with them again and would warn others of my experience to avoid the same and so that the studio does not have another abusive client. My credit card sided with me, so no further action is needed.

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