ComplaintsforStride

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stride is a new business in Lawrence and had a promotion for $20.22 for the month of February 2022. Once the promotion was over you have the option not to join or you can get a membership: Unlimited $139 a month, and 4/pack month package for $80, . So after the promotion expired I received a text on January 29th from the Manager Josh H****** about getting a membership, so I asked him to call me and he did. We talked on the phone and he was trying to get me the unlimited, but I told him I was only looking for the 4/pack month package and he said ok. So on March 1st I look at my bank account and $139 was debited from my account. So I called Josh and informed him of the situation and he was half sleep so he said he would call me back, no response. I went to class that same day and left a note for Josh to call me about the membership mistake, no response. I sent him a text message on March 1, telling him if he could not switch my membership please refund my money, no response. I emailed the office from the app several times with no response, tried calling the corporate office, no return call. So on March 3rd I disputed the amount with my bank, then on March 11th I receive an email from Josh stating he was going through his emails and just saw my message and now wants to offer the 4 pack/month which I had originally requested and also may a reference as if my finances changed. I was out of the Country until March 19th, so at 4:30 am on March 20th I emailed him & explained no longer wanted the membership since he just decided to sign me up for something I did not request originally. No response from him. I was receiving emails re: past due notification and the amount is still being disputed. So yesterday March 30th I called Stride and finally talked to Josh & told him about the membership and he still denying my claim for a 4 pack and asked me what I wanted. Cancel membership, then i receive an email stating i owe $303 for past due membership.

  Business response

  10/18/2022

  As a small business, we value each and every member, and it is our priority to provide transparency, along with excellent customer experience through all phases of our business. We are concerned when any member feels that they did not receive adequate communication from our team. Given the confusion about the monthly membership agreement terms, we reversed disputed charges due and cancelled the recurring contract that she had signed shortly after being made aware of the issue. When the client signed up in January 2021, we were running a deal of $20.22 for the first month of an unlimited membership, which would convert to $139 in the second month and thereafter, until written cancellation from the client, with 30 days' notice. (Considering our rack rate for unlimited membership of $179/month, both fees represent significant discounts.) Our unlimited agreements, regardless of the initial down payment, all revert to the same terms, with monthly renewal and 30 days' notice required. With an unlimited monthly recurring subscription, the client receives many benefits, including unlimited class access and retail discounts. In fact, the client signaled her commitment to the monthly membership not only by attending 8 classes in the first month but also by purchasing a proprietary heart rate monitor that integrates with our studio technology, with the unlimited member discount of 25% off. This discount is a benefit extended only to monthly recurring members. If a member wishes to change the terms of their agreement, they need only send an email to the studio email address, and it is handled promptly. We cancel all recurring membership agreements with 30 days' notice when we receive an email to the studio account. Since there was confusion about the notification process, we reversed the clients' charges. Once we resolved the issue, we were happy to receive an email from the client thanking us and offering her best wishes. 
  
  Thanks,
  
  Stride
  

  
  

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