ComplaintsforPure Barre

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This situation occurred on 12/5/2022 after I signed up to receive a free class. Someone by the name of ******* called twice and sent two text messages. I finally reached her back even though the website was quite clear what the requirements were for the free class. She sent a text stating that I could not go to the class unless I talked to her.I called her back and she gave me the third degree about whether I wanted to join or not. I explained my good physical status and that I could not answer whether I would join until I tried the first class.She continued to keep me on the phone and wanted to sell me a membership without me trying the free class. I told her that I answered enough questions and that if she did not want me to go to free class she should just state that but it was fraudulent advertising that a person could try a free class.I told her I had to go but she insisted that I could not attend the class unless I listened to her sales pitch.

  Business response

  12/09/2022

  We talk with every individual that plans to enter our studio to ensure the safety of both attendees and staff. This ensures we can provide the best experience possible with personalization and be prepared should the individual need any modification. There is no expectation of a membership being purchased over the phone, however, the majority of individuals attending our Foundations class are pursuing a membership so these options are discussed during this call. The trial workout does include a discussion about technique and memberships, which our employee was trying to explain to this individual when they chose to hang up on our employee, ending the call.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 2 at 8am I cancelled a class. In order to cancel a class one must use the app. If one cancels in less than 4 hours the app makes you agree to the $15 fee. The app did not charge me so I know I cancelled in time. I was super surprised when at about 2pm or so I was charged a $15 fee. I contact the studio numerous times but could not get resolution. I disputed the charge and the studio put it right back through even though the bank was investigating. So I decided to leave the studio. On July 9 I went to the studio to cancel per studio policy. The Owner of the studio, studio Manager and a studio employee were all there. The owner (*********) not manager (***) would help me. So I told the clerk I wanted to cancel and to charge my discover card for all fees associated with cancellation. Any additional months, fees, penalties whatever. I was charged $174.00. Two days later the studio tried to charge me another $100. I explained everything to my credit card company Chase. They sent me a new card but as soon as it was activated the $100 charge went through. I called ***** and they refunded me the charges and blocked the studio from being an authorized vendor. Now the studio is harassing me daily via local studio emails even though I have unsubscribed numberous time. As well as daily calls from the corporate billing office accusing me of disputing the termination fees. This is not true. I have not disputed a single charge that I paid with my discover card. Only the erroneous cancellation fee and the duplicate termination fee charged to my Chase card. ***** did investigate and found that I do not owe the funds. In addition I do have the confirmation of cancellation email sent to me. If I did not pay what I should have why did the owner and manager let me leave with a confirmation? I took care of my obligations. I deserve to be able to live my life in peace.

  Business response

  08/23/2022

  As the client stated she cancelled her class at 8am for a 12pm class. She used the App Feature that will automatically charge a fee for holding a spot in class if it is not cancelled outside of the 4-hour window. Client has continued to acknowledge that she did in fact cancel inside the window which charges the penalty.  Upon joining the studio client signed a 12-month contract that acknowledged all fees associated with being a member at the studio. One of these sections included the 4-hour window penalty and no-show policy. Client signed and agreed accepting all monthly dues, app fees for cancelling outside of studio policy window, and a $100 cancellation fee if she were to end her 12-month membership early. The client does have the ability to avoid App Booking Fees. Any member is welcome to book class up until the time that it starts. Since the system is automated all fees and memberships are processed overnight. Which is why the charge doesnt show in someone's bank account immediately similar to most businesses. We called this member on three separate occasions. At one point she followed up with a text instead of a call back. We acknowledged that she was inside the cancellation window and would be charged the fee. She texted back, **** w/ a cowboy smiley face emoji".  At this point she contacted our sister studio and acted like she had not spoken to anyone. The general manager of both studios was there at the time. She talked the client through the policies again and acknowledged that she was the one who had texted her back from the other location. Client was unhappy that we wouldnt refund the charge. Started to threaten the manager that she would dispute with her bank. Client understood that if she disputed the charge it would put her account in past due since this was a fee she had agreed to when she signed her contract. A few days later her account went into past due since she disputed an unauthorized charge with her bank. At this point we contacted the client again and reviewed what we had already communicated to her prior. Client was belligerent and demeaning the General manager. Owner was also in the room at the time of the call. Was speaking over both individuals and just kept saying What are you going to do for me?.  Client refused to ************* policies and wasnt willing to move forward unless she was given a refund. Client chose to cancel her membership. Since she is a 12-month contract holder she owed a 30 day notice final payment and a $100 fee for cancelling her membership prior to the end of her contract.  The only amounts we received form the client was the final payment and the fees from the previously stated mobile app late fee. The $100 early cancellation fee was declined due to insufficient funds. The system will automatically try to run a card again if this happens. It appears it went through after multiple attempts, but the client contacted her bank again and disputed the charges. Pulling the funds back. She has been given all invoices for her account to clarify what she has paid and not paid. She also now has a charge back fee of $25.00 and a late fee of $20.00 since she was unwilling to pay her final fee. A 3rd party collections company would be the only contact happening at this point and it appears only 5 emails have been sent since the day she cancelled. We continue to hold strong to our business policies and treat everyone equally. Being a small business, every payment matters and ensures the stability of our staff member's lives. I have attached sections of the contract agreement to show areas client had agreed to such as authorization consent, cancelation policies, and 12 month contract fee requirement the day she signed up for membership. 

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