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:01/24/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 have been trying to cancel my membership at this establishment for the last 4 months. No one will answer the phone, no one responds to emails but they continuously charge my card monthly for services that cannot be rendered. I have been emailing since October 2022 in order to cancel the membership as you have to email and come into the studio to do so. I have gone to the studio every month only to see that the business seems to have shit down and cleaned up shop with no communication. I have attached the correspondence i have sent the establishment which they have not responded to. I have emailed the corporate info line and have also sent messages via instagram and facebook. I would like my money refunded and my membership cancelled.

  Business Response

  Date: 01/24/2023

  The studio is being transferred to new ownership and Franchise (corporate) Is involved. Since receiving this complaint we have reached out to ensure her account is cancelled and she will get email confirmation. Credits have been issued for services with no expiration date due to credits lost on her account. 
  Thank You

  Customer Answer

  Date: 01/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution somewhat satisfactory - i can confirm that my membership has been cancelled - but i would like to receive my money back rather than credits that i cannot utilize
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/18/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 have attempted to call Cycle Bar Lake Nona multiple times over the past month to cancel my membership. At first I was directed to a voicemail. Now the number says it is no longer in service. I have tried to reach out to other local Cycle Bar locations trying to source a corporate phone number to call. Each location takes my name and number and promises to have a manager call me, but I have yet to receive a call. Now I find out that the Lake Nona Cycle Bar location closed their location for good on 12/29. However, I was billed $119.00 on 12/28/2023 for the month of January's service. I never received any notification from the business that they were closing their location. I am trying to get the location to refund this amount, as well as cancel all future billing. Their number is listed as ***** ********, not the ***** ******** showing on the BBB page. Both numbers are no longer in service.

• Initial Complaint

  Date:01/05/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 signed up for cyclebar in September, after a month of the service I decided to cancel the service in early October. I paid the month of October as they required 30 days notice prior to the cancellation. The renewal date was on the 22nd of each month so it was well in advance of 30 days. The Cyclebar continued to bill me for November. I disputed this charge with my credit card and this fight is still on going. I called their customer service and I thought I finally cancelled the membership. I just received as invoice for December stating that I now owe $194 which includes late fees. This establishment refuses to cancel my membership. I called their billing department today and they will be sending my bill to a third party collection company. I can't believe this. I haven't walked in to this place for over three months and they still want money. This place will not release me. Please help me.

  Business Response

  Date: 01/11/2023

  The studio is undergoing change in management and we did look into ******* *****'s account. It appears that the account is closed and cancelled and everything is paid in full. As a courtesy we left class credits on the account even though he cancelled so that he can use them at a later time if he so chooses to. The account is closed.
  Thank You

  Customer Answer

  Date: 01/16/2023

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

• Initial Complaint

  Date:12/30/2022

  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 entered into a contract with Premium Cycling Lake Nona LLC d/b/a CycleBar - ********************************************************************************" on Saturday, April 16th, 2022. I agreed to pay $12.00 for 12 rides, for which I was charged on Monday, April 18th, 2022. I also agreed to pay $159.43 for cleats on 04/18/22, and I also paid an additional $59.00 on the 18th but do not remember why or what for (there is no receipt or invoice for the $59.00 charge). I was charged $79.00 for my membership on June 16th after having gone on what would end up being my final ride at CycleBar on June 15th. Even though I had not visited since June 15th, I was charged another $79.00 on July 15th. Before getting charged a third $79.00 fee in August, I called ************** and spoke to someone by the name of '******' who told me that because I went on that one ride in June, it automatically renewed my membership. Since I hadn't been on any rides since, ****** told me that CycleBar would refund me the $79.00 for July and would also cancel the membership to avoid any future fees. I received confirmation of this cancellation via email on Wednesday, August 10th at 3:38pm EST. In this email, it clearly states that 'There are no future payments scheduled.' ****** stated that it would take 'up to six weeks' before I would see the refund. On November 4th, two payments were processed from my credit card: one for $25.00 and the other for $104.00. I called the same 321 number as before and was told that '******' no longer works there. I spoke to a '******' on November 3rd at 7:17pm EST for 18 minutes, and ****** assured me that the $79.00 would still be refunded as well as the $25.00 and the $104.00 that I was now being charged with, and that, again, this would take 'up to six weeks.' I called Friday, December 9th at 12:05pm EST because I still had not received any refund nor communication from CycleBar, and no one answered so I left a message that has still yet to be returned as of Friday, December 30th at 7:33pm EST. Help!!!!!

  Business Response

  Date: 01/07/2023

  The studio is under new management now and we have investigated this account. It appears the final month paid per 30 day notice was paid and then ************ did a charge back on the payment. The Club's billing department won the chargeback based on the fact that there is a 30 day notice to cancel and that was a valid payment. **** was re-charged the final month and return payment fees from merchant and late payment fees did apply. At this time the account is paid in full and closed.

• Initial Complaint

  Date:12/16/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 simply need to cancel my monthly recurring membership as I've moved out of state but I cannot get in touch with anyone. They won't return calls or emails. I've called over 6 times and left plenty of voicemails over the course of 4 months. I am going to have to take a flight all the way back just to cancel at this point? Not sure what to do but it feels like a hostage situation.

  Business Response

  Date: 12/17/2022

  We have emailed ***** the cancellation form as a courtesy since he moved out of the state. We have not received the signed cancellation form back to cancel his membership. If not returned by the end of this month we will cancel his membership without the proper documentation.
  Thank You

  Customer Answer

  Date: 12/19/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am not receiving an email. My email address that is potentially on file does not exist as it was a business email and it closed.
  
  Please send me an email at ************************** or I will not be able to address the cancellation form.
  
  Thank you,
  
  *****

• Initial Complaint

  Date:12/13/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 signed up in person for a membership on 9/21/2022, and everything was going great for about the first month. About ***** days in, I get a random charge from Cyclebar for $59. I called to question what that was, and I was told that was the initiation fee, which I was never told about, and could not seem to see where that was stated in my contract either. After the explanation I accepted it, and I as offered a pair of cycle shoes at a discounted rate for $80.25. After all that, I went on vacation and when I came back a few weeks later, that's when classes started getting cancelled left and right. This made no sense to me and almost every single morning class was cancelled, and even the weekend classes were getting cancelled. This is when I begun reaching out to Cyclebar on 11/17 to question how this was right. It took a very very long time, and multiple emails to finally get in touch with someone, and when I finally spoke with ****, the **************** Representative of the *************** studios, he told me the studio was going under new management and corporate was taking over the studio for the time being. **** offered to put a freeze on my account for 3 months, but then two days later I was charged for another month of my membership. And then, I guess that's when my freeze "kicked in", and if I tried signing up for a class, it wouldn't let me. So I paid $159 for my account to just be frozen? About two weeks later I was finally able to get in contact with **** again after seeing that charge, and he kindly cancelled my membership and I asked for a refund on a few charges, including the $159 and the $80 shoes I purchased and never picked up due to class cancellations. **** said he would get in contact with the billing department and get back to me "soon". It's been exactly 2 weeks since that conversation on 11/29 and I've yet to hear back, despite leaving voicemails and emailing him. I have reason to believe he is intentionally ignoring me.

  Business Response

  Date: 12/18/2022

  The ***************** Studio is undergoing new ownership. Once hearing about *******, we waived the 30 day notice to cancel and cancellation fee. We cancelled her membership immediately and have offered her 2 months of **** services under the new management. We have tried calling her back and have been unable to get a response at this point and she has attempted chargebacks on invoices as well. We ask that she call the customer service number back so we can properly assist futher.
  Thank You

  Customer Answer

  Date: 12/19/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  You have gotten many responses from me; I'm actually the one who has troubles receiving emails or phone calls back. We last spoke on Saturday 12/17/22, and you informed me that I would hear back today, Monday 12/19/22 via email in regards to my refunds. I have not received any emails, or in fact, any further phone calls from you, even though you claim to have issues with "getting a response at this point".

• Initial Complaint

  Date:10/07/2022

  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.

  After I was told my account was canceled months later they took $901 from my account. I called to resolve the situation and the manager Britt said the ex employee did not canceled the membership and to resolve the situation and get my $901 he can help me out by paying $225 and he will close my account. I paid and never got my money back and now he ignores my calls. He caused me so much danger. My bank account got closed due to being negative because of this company. My car payment and rent was late. Since July I have been struggling to get my payments back on track.

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/17) */ We looked up *************** and have been unable to locate anyone by this name in our database? Is there another name this person may go by? If so please let us know so we can look into what happened with this particular account. Thank You Consumer Response /* (3000, 7, 2022/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The name under the account is*************** not ************** not sure how this name appeared on this report. Business Response /* (4000, 9, 2022/10/23) */ ************** did have an active membership at CycleBar Lake Nona and she did cancel. We researched with the billing Dept and found that after the fact she had done return payments with her bank and that made her cancelled account past due. Since joining CycleBar she had payed a total of 817.00 so not sure where the $901 she is claiming is coming from? She has paid the past due balance in full and credits in the amount of 483.00 were issued back to her. This case should be closed as of now. Consumer Response /* (4200, 11, 2022/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I canceled when I was under my friends free pass and months after they took a full $901 out of my account.. which I did a dispute with my bank the same day they pulled out that money and also called lake Nona cyclebar spoke with Tony the new manager and was told by him that the old manger Tyler did a lot of error work so many accounts and he had Britt the district manager call me and Britt called me and told me he will get my money back but to calls my account I at least have to pay $225 for the month I signed up for under my friend free pass and he will close my account. I have the invoice he emailed me and I did my part and paid him the $225. In August I called him again and he told me he is working on getting my money back and so far has $438 I told him I want my full $901 so I can get my account back from being negative and get my bills back on track. Up to this date no calls or email from him. At the above statement they said I was refunded $483 and that is not true. Britt is aware my account was closed due to this situation so if he has not returned my calls or emails there is no place to send my refund. They are lying. There is no corporate office or bill department number to reach out for help. If you call the lake Nona bar cycle they give you britt's cell phone number all the time. I have prove of my information...I have invoice, voicemail message, and text.