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ComplaintsforCyclebar
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Complaint Details
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Initial Complaint
08/08/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Account was frozen during Covid shutdowns. I never received a notice of unfreezing, and in July was charged membership fee. After numerous attempts to talk to someone, and being told a manager would contact me, I was told I needed to come into the location and fill out a paper form as that was the only way an actual cancellation could be processed. I did this, and was told a manager would call me - but no one did. Today I was charged again for a membership. They are making cancellation of contracts and impossible task.Business response
08/18/2021
The customer became a member in December 2018. Her Monthly 4 membership was frozen in March 2020 since the studios were closed due to COVID. Upon reopening in June 2020, we kept her membership on a Frozen status for two six-month periods.
After twelve months of membership freeze at no cost to the customers and 50,000 rides given with no in-studio COVID infections, we activated any remaining frozen accounts. This is the point where the Richmond Heights studio failed this member. Our General Manager did not successfully communicate to her the reactivation of the membership and did not followup on calls from the member that questioned the membership charge.
This poor customer service was one of many reasons the General Manager was terminated at the end of July. To make amends with the customer, we immediately ended her membership, refunded one month’s payment and gave her eight ride credits with no expiration date. Our new General Manager talked to this customer on August 13 to apologize for the recent poor customer service and explained our correction to her account. The customer was very pleased with the outcome.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.