ComplaintsforYoga Six

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to cancel my membership to Yoga 6 for at least six months. I have called numerous times sent at least 7 e-mails. Finally I just removed my card on file. Now they want me to pay late fees. This was not a contract. I want my money back for part of the time period and a cancellation of my membership. I suffered a knee injury just after I joined, and I have NEVER ATTENDED A CLASS.

  Business response

  03/29/2024

  I have no one in my database named *****************************. I am not sure if she used a different name to sign up as a member. I also tried searching for a ********* using her email address and phone number and this client does not exist in my database. Does she have proof of charges? Maybe she used a different name, email address or phone number to sign up for a membership at my studio. I cannot help if I do not have the correct information. I also checked my emails for the studio and do not have one email from a *****************************. Also, if she had a membership at the studio, she did sign a contract, so once we figure out what name she used I can help. Also her address is **************, are you sure it is not the ************** YogaSix she is having issues with? My studio is in ********, **.

  Customer response

  03/29/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I changed the address when I entered the complaint. It is the ************** location. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  
  
  
  
  

  Customer response

  03/29/2024

  I have attached photos of correspondence, calls, payments and the business name and address. There was only a month to month agreement in the original contract. I used the customer contact form initially to cancel (after calling and not getting a return call). I have no record of this, as it doesnt create one. 

  Business response

  04/09/2024

  Good Evening,
  
  We are deeply sorry for the inconvenience this has caused you, *********.  It is always our intention to handle our customers and members requests as promptly as possible.  We apologize this was not your experience.  
  
  We have a series of pictures and attachments to show from our system, studio phone, studio emails, and internal team texting channel for cancellation requests that we hope will assist with seeing the resolutions we have made in the past and continue to make. 

  We have no record of receiving a phone call, email, or walk in from you, *********, contacting Y6 ************** in November 2023.  We have looked in all our records.
  We did have a different General Manager (**) prior to December and there was no record ever provided to the remaining staff, new **, nor the Owner.  The entire team was in routine contact about improving customer engagement resulting from the prior **.

  The first time we have a record of your, *********'s, request was January 9, 2024 from one of our front desk staff.  All unlimited memberships have a contract that members sign.  The contract and all of our communication stipulates the contract is month-to-month with a 30-Day Cancellation Notice.  This would put *********'s cancellation to occur prior to the February 2024 billing invoice.

  The owner and ** talked on January 10, 2024 and the owner approved cancellation.  The ** went into *********'s account and edited *********'s account to cancel her contract for 2/29/24, 3/29/24, and 4/29/24 and she was not charged.

  The total amount of charges you, *********, ever paid to Y6 ************** was $464.40 for 12/27/22, 9/23/23, 10/30/23, 12/1/23, 12/30/23, and 1/30/24.  We never received $700.  No monthly unlimited membership charges were ever taken after the 30-Days following her cancellation request on January 9, 2024.

  The past due emails go out from an automated system and we have no control over those. The owner cancelled an outstanding $15 late fee too upon reviewing your, *********'s, account that is automatically put on by the system for past due and collection attempts.

  We hope this has resolved the issue and are happy to provide any further details required.

  Customer response

  04/10/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************
  
  
  
  

*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. ↩