ComplaintsforCorePower Yoga

• Initial Complaint

  08/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Multiple ongoing issues with app preventing me from registering, joining and participating in zoom classes that I am eligible to attend enroll in as AT HOME paying member.The system requires you to register for the class. Over the last 6 months, I will register for a class in advance and then when I go to join at the time of the class, it wont record me as having registered and wont let me join. This is unfair and prevents me from accessing the service at the times and ways in which I should be able to access. In addition, it causes undue stress in rescheduling my time for fitness and wellbeing.Today, August 15th (and since the night of August 14th), I have not even been able to view the Live classes on the app. I called in the morning of August 15th and was told my the representative assuming I was doing something wrong. Then, I never got transferred to a supervisor after I explained repeatedly to her regarding the ongoing error. Next, I called again and spoke with someone ***** who did confirm there is an issue with the app and told me he would connect me to someone to correct it but instead put me in an endless loop of phone calls.I have since called back at least 5 more times and requested a call back but the call back hangs up immediately.I finally spoke to a supervisor, named *******. I asked to speak to a leadership; I was told they dont have a name and I asked to speak to someone immediately. They refused and said they are offshore.All in all, this is a very customer unfriendly and unresponsive organization that hides behind a call center to prevent it from having to address customer concerns.

  Business response

  08/29/2024

  Hi ******,

  Thank you for your outreach. We want all students and members to have an exceptional experience. We are sorry to hear that wasn't the case for you regarding our App with your At home membership and your feedback regarding your outreach with our Customer experience team. Please check your email, as ******* from our leadership team has sent a email on 8/19 asking for more information to look into the error further.

  Thank you again and we look forward hearing from you.
  

  With Gratitude,
  **************
  Senior Customer Experience
  ********************
  ************

• Initial Complaint

  08/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When I was put on bedrest during my pregnancy, I connected with CorePower customer service to cancel my membership. They offered that I could freeze my membership instead, and I was told I could extend the freeze if needed with 30 days written notice before the next billing date. I agreed to this option. I can't do yoga after having my baby due to delivery complications, so I used the same email thread to request that my membership be canceled. Only then did they inform me that their "strict cancellation policy" states that they can't cancel a frozen membership! Sneaky! After some back and forth, their only solution is to activate my membership, which of course will charge me, and then require me to reach out with a 30 day written notice to cancel! This means that I will be charged for a membership I can't use and will have to remember to reach out yet again to cancel. I can't stomach sneaky business models, especially from companies pretending to be about better health and wellness.

  Business response

  08/22/2024

  Hello ****,
  
  We hope this email finds you well and thank you for reaching out. We understand your concern and are sad to hear that you are looking to leave CorePower Yoga. While our memberships have no long term contracts, we do ask for a 30 day notice to cancel. We can confirm that your membership is now cancelled and you will not be charged moving forward waiving our cancellation policy as a one-time exception.
  
  If you have any questions or concerns, don't hesitate to reach out to ******* directly.
  
  
  Best regards,

  With Gratitude,
  **************
  Senior Customer Experience
  ********************
  ************

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attempted to cancel my membership due to medical reasons. Several studios are hotter than consumers are informed of, inducing syncope and dehydration. I was informed that I have to pay for another month before my Membership is terminated. I would like to be reimbursed for any additional charges beyond what Ive paid in my previous billing cycle. I do not wish to attend these classes any further and I refuse to be forced to pay for an additional month when there is a legitimate medical reason for cancellation.

  Business response

  08/06/2024

  Hello *******,
  
  
  I hope this email finds you well. As a one-time exception, we have cancelled your membership and set it to end on 08/12/2024, waiving the 30-day notice that we typically require in light of your situation.
  
  We are sad to see you go and look forward to welcoming you back in the future. Don't hesitate to reach out if you need further assistance by replying to the email confirmation received from our team.
  

  With Gratitude,
  **************
  Senior Customer Experience Specialist
  ********************
  ************

• Initial Complaint

  07/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had been a ********** NYC All Access member with an **************** card on file, paying the reoccurring monthly fee. Occasionally when I would go in to the studio at the beginning of the month, the desk attendant would tell me that they had to re-run my card because the automatic payment hadnt gone through, reassuring me that this is common with **************** cards. Today (July 30th) I got a pop up notification in the app that my account had been suspended and I needed to update my credit card. Thinking nothing of it because of the routine issue Ive had months prior, I tried to do so but then was prompted to call the customer service number. They informed me that my account had been cancelled because my automatic payment hadnt gone through for 2 months. I never received an email, a phone call, a pop up in the app and was able to continue to book and take classes. The desk attendants at the studio never had a billing issue in their system either. **************** has no record of **********s billing attempts over the past 2 months and I made in-studio purchases. I offered to back pay the past 2 months and continue with my membership at my established rate and was denied. The costumer service rep admitted that they had heard about this problem happening with Mastercard and will now note Amex as well, which is even more proof that its their billing system. Today was the first day I was notified that my card needed to be updated and within 5 hours my account was not suspended, but cancelled. They would rather lose a customer forever than send an email. All I ask is for my account to be reinstated at my established rate. And while Im here, their phone reps need an overhaul training on customer service because one is more **** and rude than the next, not solution oriented at all, just eager to hang up on you.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi, I signed up for a crystal **** sound bath at this studio on Tuesday. They taught a regular yoga class instead, with no mention of this on the schedule or email. A sound bath is not a regular class, it is a much different experience that typically costs more. I asked for a refund since it was not at all what was advertised, and they told me they do not do refunds. I am only looking for a refund because it was not even close to what they advertised. Please help. Cost of class was $31.

  Business response

  07/23/2024

  Hi ****,
  
  Thanks for reaching out to CorePower Yoga. We apologize that the class you wanted to attend was canceled. While we make every effort possible to cover classes with a substitute teacher for personal emergencies or sicknesses, unfortunately, we are not always able to find one and need to cancel a class or if we are able to find one, we will need to change the class due to change of instructor.
  
  Again, we appreciate you taking the time to reach out to us about this. This is to confirm that we refunded the $31 on 7/12. Please allow us 3-5 business days for the refund to be completed.
  
  We hope to see you at the studio again soon,

  With Gratitude,
  **************
  Senior Customer Experience
  ********************
  ************
  

  Customer response

  07/29/2024

   Please close complaint, happy with outcome.
  
  ****
  
  

  
  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Item stolen while at this establishment. Business refuses to comply with attempting to resolve problem. Spoken numerous times with establishment regarding resolution including accessing video to see who stole item and/or store credit for missing item. Business dissmisses my concerns and states "they are not liable for stolen items".

  Business response

  03/26/2024

  Hi ******,
  
  Thank you for your outreach. We wanted to follow up with you regarding your experience. Thank you so much for reaching out and sharing your experience and feedback with us. We provide free lockers and locks for students at ********** locations, and we highly recommend locking up any valuables while they are left unattended in the studio. While CorePower Yoga is not responsible for lost, damaged, or stolen items, and while we cannot provide any camera footage to students, we do provide any camera footage to police, so we recommend you file a report with the local police department as a next step and have them reach out to our team at ********************************************** Feel free to reach out to our customer experience team if you have any other questions.

  With Gratitude,
  CorePower Yoga
  ************

• Initial Complaint

  03/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I canceled my membership with CorePower in August 2023. After I canceled, 3 separate charges were made to my card for the same amount on the same day. All of them were unauthorized. I called and CorePower reversed the charges. They then continued to charge me monthly, without any email confirmation or other notice, despite the fact that I had at that point canceled multiple times and called to complain about their unauthorized charges. I just noticed that they have again started charging my credit card the same monthly billing fee. They should be investigated for their unlawful practices.

  Business response

  03/06/2024

  Hi *****,

  Thank you so much for reaching out and bringing this to our attention. The reason of the billing that occurred after your cancellation request in August 2023 was because we had two accounts for you with different emails. We can confirm after your outreach with to our team on 3/5/2023 we were able to locate the second account and we have issued the refund back to your credit card and you have been cancelled. Please dont hesitate to reply to Takuto  confirmation email if you have any other questions or send us a email at *******************************
  

  With Gratitude,
  CorePower Yoga
  ************

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Organized stalking Releasing (selling) personal information and likeness Illegal broadcasting of studio classes and elsewhere human trafficking I had several memberships with this company. The yoga teachers are stalking me.It might be hard to prove but the other stalkers keep telling me ********, from the South ****** location is one of my stalkers - he told me one day that he used to or does work in IT.He also followed me one day randomly to a Panera I was at in the next town over.I suspect he has hacked into *************** communications and on more than one occasion invited me back to the studio using the name "***********************" after I left because of abuse from the teachers, especially from the *************** location. Almost all of the teachers wait for me after class -***************, who's classes I coincidentally took many of at different locations through out ****** area would stand outside of the studios/lockerroom shouting/stalking me. One day she tried to set me up by hiding/leaving the desk unattended at Fresh Pond, to try and catch me without a membership, which like all the other stalkers - know everything about my life. I was homeless through most of my attendance at the studios and on that particular day, I had a vehicle I was living out of and either her or one of the other gangstalkers said it was messy - and she said "you need a trash can."A lot of the harassment the teachers do is subtle gaslighting that often only the target recognizes.Another teacher ****, and others I can't remember, would turn on the air conditioning immediately after a class intentionally.Another male teacher at the *************** location put loud thunder on as the meditation which I complained about. I discovered later that that thunder was connected to **********'s podcast about Targeted Individuals, which is what I apparently am. This is why they get to stalk and harass and ruin my life.

  Business response

  03/06/2024

  Hi *****, thank you for sharing this feedback. Wed like to hear more about this so we can further investigate. Please reach out to us at ************************************************ look forward to hearing from you.

  With Gratitude,
  CorePower Yoga
  ************

• Initial Complaint

  01/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Corepower is continually charging my card on file despite me not having visited a studio in months. When I reached out earlier this month to alert them I never got a response. Its continued to happen sporadically so I tried calling the business and was told they have no record of my payment and to email the same address that had never gotten back to me.I **** screenshots of these charges and the last actual charge I made at a studio but again was told they have none of this on record or a card for me on file. This obviously isnt true, I have the charges on my bank statement. Ive still not gotten an explanation or response and my card is still being randomly charged.Its not a lot of money, $4 charges here and there. Enough to make someone some money and be inconspicuous enough for me not to notice if I didnt have alerts on my phone.

  Business response

  02/22/2024

  Hi *******,

  Thank you for reaching out and letting us know about the charges you experience. We can confirm our Customer experience Leadership team reached out to you via email and phone call letting you know what occurred and they issued the refunds back to your credit card on 2/1/2024. Please dont hesitate to reach out to our team if you have any questions or need any further assistance.

   

  With Gratitude,
  CorePower Yoga
  ************

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Like many others reported on this website, CorePower pulled their 30-day cancellation notice from under the rug for me when I tried canceling my All-Access membership in November 2023. Because I had been a customer for 2 years, literally giving them thousands of dollars with my membership, I tried asking them for help on the phone. That was a big mistake. They tried to convince me that there are *no exceptions* to the 30-day notice, even though I explained the lack of transparency in implementing this policy (hiding it in the ****************** and not announcing it, e.g., via email).One of the customer ***** ********* suggested an alternative to having a prorated charge of about $60 - to change my membership to an at-home membership since that would only be $19.99, and he reassured me he would immediately cancel my membership then to ensure I only receive the $19.99 charge once. Because I was already so shocked at their lack of empathy and good practice, I asked for an email confirmation from these phone calls, which I never received...Flash forward 1 month later, I get a surprise charge of $19.99 on my account. What?! So I call them again, and I talk to someone and need to explain again everything that has happened. He says that he will immediately cancel my subscription (even though it's not within the 30-day period? What's that about? I thought there were NO exceptions?) and "investigate" further to see if I actually requested a cancellation via the phone call. When I asked for his name to follow up the day after, he said it was.... ******** -- the same person I spoke to 2 months prior!!! Upon asking if he remembered our previous calls, he said he only remembered me suggesting a change to an at-home membership. As if!! And now he's in charge of investigating his own malpractice with taking proper call logs? Please don't waste your time with the hypocritical CPY!! Go to a yoga studio that actually understands mindfulness!!

  Customer response

  02/22/2024

  My last name is *********.

  Business response

  03/15/2024

  Hi *****,

  I hope this email finds you well and you are having a wonderful day so far!
  My name is ****** and I am a part of the leadership team for CorePower Yoga at our Customer Experience Team.  I wanted to reach out and follow up about your feedback regarding our new policy and follow up about your outreach and experience with our team. After reviewing industry standards, we have updated our cancellation policy to better align with others in our market. We have 30 day cancellation requirement and this was stated when we updated our terms and conditions. Regarding your membership and confirming cancellation, we can confirm this was processed, cancelled and refunded. I have also sent you a email as our leadership team would like to connect with you if you have any other questions or to clear up any communication you had with our agent. 

  Thank you and please check your email to schedule a call back with your leadership team.

  With Gratitude,
  **************
  Senior Customer Experience
  ********************
  ************

   

   

  Customer response

  03/15/2024

   
  Complaint: 21190076
  
  I am rejecting this response because:

  CorePower still charged me $19.99 for continuing a membership I would not use, and profusely wasted my time and gaslit me during phone calls.

  
  Sincerely,
  
  *****************************

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