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Business Profile

Exercise and Wellness

The Row House- Midlothian

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise and Wellness.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:05/11/2023

    Type:Product Issues
    Status:
    Unresolved
    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 joined as a member of Rowhouse on January 20, 2023. I paid $129 for 8 classes. After the 8 classes, which had to be taken within the month period (was not explained to me) and I was told I could end my membership anytime I wanted to. I met with the owner of the franchise ********. He said I needed to give 30 days notice to end memberships, which means you would have to join and end your membership on the SAME DAY if you only wanted the 8 classes! So, he only charged me $79 for the second month for 4 classes. My 1st month ended on February 20th. I was billed the $79 on February 20th. I started my second month (March) of 4 classes to complete my membership. I told the sales manager, ***** early in February, WELL BEFORE February 20th that I would be ending my membership, giving her PLENTY of notice ...more than the 30 days. I asked if I needed to put anything in writing and she said, "No, I'll take care of it". She was in the meeting I had with ********, so she was well aware of my request to finish out the second month and quit. I was billed ANOTHER $129 on March 20! I have been texting several times (I have the thread) and stopping in to speak with ***** about the situation. She agreed it was a mistake, but said that they are "slow on refunds". I reminded her that it was not a refund, but a reversal of a mistake on their part for me to be billed. As of last Thursday when I stopped in to Rowhouse, I got the same stone ******* from *****. "She was going to have a meeting with ******** about it". This has been going on for too long and I feel that I have been very patient. I told her that I was going to contact the BBB. She said she would tell him that and it might work if I threatened them with that. What kind of business practice is this? Please help. I just want my $129 to be credited back to my charge card!

    Business Response

    Date: 05/11/2023

    I had spoken with **** about it  we couldn't give a refund we would give her a credit on her acct  After we have not really been issuing refunds only credits

The Row House- Midlothian is NOT a BBB Accredited Business.

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