ComplaintsforElevate Studios Inc

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Left ****** review based on my real experience and honest opinion, and received abusive msgs and harassment from the owner verbally attacking me personally. This business verbally abuse customers.

  Business response

  04/23/2024

  Hello there! 

  I am attaching my full discussion with this customer both on ****** (replying to her review) and via text message.
  
  She was late for her class and was unable to enter the studio. We don't have a front desk staff, so for safety reasons, we lock the doors once class starts. This is clearly communicated to all students via website, email, text message and our booking site when they sign-up for classes. She immediately wrote a negative and misleading ****** review when this policy was upheld.

  I clarified two issues in her ****** review that were untruthful: that we don't reply to text messages (she was responded to within 40 minutes of her first ever customer service inquiry to us) and that she was not allowed to rebook her class using her credit (she absolutely was.) This resulted in her calling me abusive and accusing me of harassment. I did not ask her to remove her review much less use any unprofessional or abusive language. 
  
  I am honestly quite baffled as absolutely nothing in my communication even bordered on harassment. I also fully refunded her the $39 she spent with us (screenshot of the refund is uploaded), which is the full amount she spent at Flight Room. I have no idea why she is requesting additional funds. 

  Let me know if you have any questions! This has been a puzzler!
  
  ***

   

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up for trial classes in January that charged only $29 for four classes. No where did I approve for recurring payments at the charge of $99 dollars a month for membership for the months of February, March, April. As I was doing trial classes (no where in their advert it says membership, only to try out classes) and not had an actual membership enrollment, or approved of membership enrollment, I don't believe I fall under their cancelation policy. I decided not to continue having classes with this business and was not aware I was being charged until my credit card company informed me on April 14th that they have been charging monthly recurring payments. They do not send email receipts or notifications that the bill will be charged (like most businesses do) however they do send plenty of adverts about classes though so not sure why email is so hard? The only way to cancel recurring payments is to email them. Their website doesn't always work going to a 404 not found webpage. This is highly unprofessional and sneaky and not user friendly. Most yoga businesses give the option to do or not do recurring payments. This business seems to not give you the choice at all. They are only available through text and email. They have three locations and pinpointing the exact address to file a complaint under is difficult.

  Business response

  04/14/2023

  Hi there!

   

  Attached is the contract signed by the complainant indicating she understood that membership is recurring and billed monthly and that we require a 14 day cancellation notice.

   

  We do indeed send purchase confirmations via email for every single monthly payment and we also send a welcome email to the new student reminding them of the terms of their membership and how to cancel.

   

  I have refunded her most recent charge as a one-time courtesy but we're not able to refund her previous membership payments since our policy was clear and she signed her agreement.
  
  
  Thanks and let me know if we need to do anything else!

   

  ***, owner 

   

   

  Customer response

  04/15/2023

   
  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. However, they claim that they send confirmation of payment emails but I have never gotten any confirmation for any of the recurring payments. I did receive receipt of payment for the initial classes of $29. They should probably check their email platform because all I have from them regarding confirmation of payments is the the initial receipt for the initial $29.
  
   
  
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*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. ↩