ComplaintsforYoga Mala

• Initial Complaint

  23/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a month long trial at a discounted student rate of $70. I was not shown, or given any contracts. The owner took my credit card information and signed me up for a year long contract. I was charged for 4 months total. 1 month rightfully, and 3 months without my content. I am seeking a refund for the 3 months that was taken from me without my permission.

  Business response

  27/01/2023

  Hello,

  In response to student complaint #********, I would like to provide documentation in the form of emails sent by the student along with my personal experience selling the membership to ******** to support my case that this student was very clear in requesting a student monthly membership in Sept. 2022.  

  ******** emailed her request to purchase the membership, and then came in to studio to request in person that she wanted the unlimited student monthly (this is the only student rate membership that I sell).  I was very clear with her that she could cancel this membership at any time with 30 days notice from payment date.  ******** did not cancel her membership, and began calling me in January, very angry and wanting a refund.  I told her via email that I would cancel her membership for her and waive the January payment which is owing January 27th.  I also offered her some free months of yoga to offset her anger.  Please see these emails attached, and I can provide dates and times of her 3 phone calls to my cell if needed.
  
  I would also like to add, that in the past 18 years I have been in business, I have never had threatening or vulgar vandalism on my property........... In light of ******** mentioning she would seek "external measures," the same day I received her complaint from BBB, a terrible message was written on my wall as I left the studio.  I honestly hope this is not related to this claim, but the timing makes it concerning.
  Please let me know if you need any additional information from me.

  Have a great day,

  ****

  Customer response

  31/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Their response does not provide any concrete solutions to amend the situation in terms of financial compensation or through the compensation of services, although mentioned. I am seeking refund of the services that they took payment for that was never received. If this isn't possible, I will accept credit to be used at a later date. I have attached the remainder of my correspondence with Yoga Mala since their response on BBB. 

  Their claims of vandalism are unrelated to me. My external measures have only been seeking out help externally to resolve this issue through the bank and BBB. 

  Sincerely,
  
  ******** ******

  Business response

  02/02/2023

  We have provided appropriate documentation regarding our solution, which ******** rejected, and proof of the harassment we have been receiving from ********. Please see previous documentation.
  
  To reiterate again: ******** communicated through our forum on Sep 27, 2022 looking to purchase the Monthly Student Membership (see prev. documentation), & attend the 4:30pm class the same day. 
  
  I, ****, assisted ******** with her membership in person. I advised our student monthly membership can be cancelled at anytime with 30 days notice. She understood and continued to attend classes. 
  
  Fast forward to Jan. 19, 2023 when we received a very angry & rude call from ********. I advised I would get in contact with her when I returned to the office. After her very uncaring nature and confusion, I still assisted her as best as I could by cancelling the membership immediately and waiving the 30 day cancellation notice. We have offered her twice now a month of free yoga. (See previous documentation). We are offering her a month of free yoga that must be activated no later than Feb. 15, 2023 or two drop in classes by Mar. 2, 2023. 
  
  I am also attaching her latest email to us where ******** is stating her issue is that she travels and is not in the area. Please note that we offer virtual classes regularly and have students join us from all over the world. Please see attachments. I recommend ******** attend virtually since this seems more convenient for her travels. 
  
  We have been offering the same memberships for 18 years, students are free to contact us with any questions. 
  
  ******** did not reach out regarding questions or cancellation until Jan 19, 2023. We are not here to question someones membership each month, we are here to offer a service with the clear expectations on how to cancel. Which, we have already waived our cancellation protocol for her. 
  
  We hope this shows the sincere effort we are making to assist ********, and hope this is a resolution for us all.

*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. ↩