ComplaintsforCity Sweats LLC

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told when I signed up for a membership I had two years to utilize the credits and could cancel at any time. I then asked at an appointment to cancel because I was traveling for work and couldnt keep up but I was spending so much money. They told me I had to email, now I canceled and all of my credits disappeared and they are refusing to give me my credits I paid for or a refund.

  Business response

  09/11/2024

  When ****** signed up for our membership she was told that membership credits would remain active and rollover for up to 24 months as long as she had an active membership. When she requested to terminate her membership via email to our customer support team in June of 2024, she was alerted twice that if she terminated her membership, any remaining credits would be terminated at the same time. She confirmed in writing twice she wanted to move forward with the termination even though she was given a few other options that were not cancelation that ensured her credits stayed active. 

  When she wrote to customer service about her complaint, we re-shared the emails with her and also shared the waiver she signed that again, restates that membership credits end when a membership is terminated. This is also on our collateral, website, and imagery in the spa. 

  This is a misunderstanding of a policy that has been in place for years at City Sweats and we have no proof that she was mislead when purchasing her membership, but simply misunderstood that her membership must remain active to get her credits. As a small business we cant simply refund money because of a misunderstanding and we have spent time hearing out her concerns and addressing valid points that show the process, what she signed, etc. It's unfortunate she believes she was led astray, as that simply isn't the truth. 

  Customer response

  09/11/2024

   
  Complaint: 22266437
  
  I am rejecting this response because:
  I asked to be able to use the credits or a refund. They are not allowing for a solution. I was in fact mislead because I provided this information to the guy who sold me a membership that if I sign up, I travel for work and may not be able to use them in time and he reassured I had that time and could cancel my membership- its misleading and Im not asking for special favors- Im asking to use the credits I purchased, this is an unfair business model that takes advantage of users who do not have the time to utilize services in very short window without compounding the credits and fees. Also I had no choice but to cancel because I would never be able to catch up on the credits- thats why I asked to cancel in order to use the ones I have and consider moving forward. I am asking for what I purchased- let me use my credits or give me a refund please. This is unethical. 
  Sincerely,
  
  *********************

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