Complaints

• Initial Complaint

  08/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I tried calling and messaging the merchant multiple times to cancel my membership but they never responded and refuse to refund me

  Business response

  08/01/2024

  *************************** purchased a membership that was charged on 6/8 (the charge shes disputing). Then booked and attended a class in studio on 7/13 -using the membership purchased-where she made no mention of attempted contact, or cancellation.

  On 7/21 she tried to initiate a charge back (see pics of charge back above). 
  Her reason for the chargeback was stated as credit not processed. We never discussed a credit. 
  

  After the chargeback on 7/21, one day later on 7/22 *************************** expressed interest in employment with us. (See emails above). This email is the *only* communication we have from ***************************. 
  

  Additionally, we have had members end their membership successfully for things like going back to school, and vacations, etc without issue, or assistance from us. We state steps to cancel membership clearly before even signing up (see pics). And if a member does have a question about cancelling were always happy to help. 
  Our intention is never to charge someone who doesnt want to be a member. And had ***** reached out to us this could have easily been handled.

  Thanks

  Customer response

  08/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have attached my email I received showing I cancelled the class that merchant claims I didnt cancel, I tried calling multiple times as shown by my phone log with the business number and dates I attempted to contact, also showed I tried to contact on social media when the phone number kept going to voice mail, I fail to see how a job has anything to do with being charged for a membership I didnt use and tried numerous times to cancel. I just want my membership cancelled and a refund for the unused membership I tried to cancel but the merchant ignored my calls, voice mails and messages to social media accounts making it impossible to cancel resulting in being charged again.
  
  Regards,
  
  ***************************
  
   
  

  Business response

  08/02/2024

  Ive attached a screenshot of all missed calls on those dates. Each of these missed calls is returned when I leave the studio. ****** number is not on that list. 
  Ive also attached our message requests on instagram which do not contain any messages from ***************************  
  

  The importance of the email requesting employment is that there was no mention of any cancellation, charge backs, or a request to cancel or refund. But, instead the request to be employed with us, after she had initiated the chargeback stating that we discussed a credit. 
  

  Id like to reiterate that we would never not respond to someone attempting to cancel their membership. We want our members, and anyone whos been a member to leave feeling good about their experience with us. 
  If ***** had difficulty using the instructions weve listed for canceling, and reach out to us we would have happily assisted.

  She kept her active membership, and used it to book a class. 

*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. ↩