ComplaintsforAlchemy Space Pole and Fitness
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Complaint Details
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Initial Complaint
08/22/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
The studio has tried to renew my membership twice after I put it on hold. The owner has tried to charge my card twice without any notice of said charges, once after I put my account on hold, and once since I told her that I was cancelling my membership. The first charge was around $156 and the second was $144. I was a member of this studio for around eight months. My membership timeframe exceeds the 6 month policy that states that there are not any cancellation fees applied if you cancel it after that timeframe.Business response
08/22/2023
Initially, as you can see by our text correspondence, there was a communication to pause the membership until June. Which was put in the system. When she contacted me and said she did not want to continue.. I returned the payment. The old contract was set to an autorenew.. which I was unaware of. When i saw that there was an attempt, I immediately went into the system, and saw the old contract automatically renewed, I terminated the auto renew and she was immediately refunded. It was an error in the system. When I saw the error, I immediately fixed it, as you can see.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.