Bhava Yoga Studio

July 1, Dear Ms [redacted] , We deeply regret any confusion that resulted from the Annual Membership policy We hope we can come to a mutual agreement and conclude this matter timelyOur intention is to clearly summarize the events from our perspective and to express how we will continue to work toward resolutionOn August 13, 2015, the Annual Membership was purchasedAt that time, [redacted] was the owner of Bhava Yoga StudioThe terms of the Annual Membership listed on the website at the time of purchase stated: "Annual Memberships Annual memberships are non–refundable and non-transferableOpt out after first year with two weeks notice prior to next withdrawalNo notice will result in a charge of the regular drop in rate for classes taken since last withdrawal."On November 1, we (Marisol B [redacted] and Sarah S [redacted] ) became the new owners of Bhava Yoga StudioAfter month as the new owners, on December 7, 2015, we received your email (attached to the Revdex.com complaint) with the subject "postpone autopay”The email requested that your "membership be postponed until [you] got back on [your] feet." At that time, there was no policy in place that would have allowed any changes to the membershipRegardless, Marisol B [redacted] agreed verbally to place the account on a day hold; and, at the time, we did not know the exact process to update the point of sale software (MindBody)But, we did exactly as you requested We postponed your membership and no payment for December was auto-chargedIt is important to point out that we did not receive a formal request to cancel the Annual Membership If we would have received a cancelation request, we would have informed you of the policy and not have allowed it because it is against the Annual Membership standard policyLater, when you informed us that you were moving, no specific date was givenWe did not understand clearly that you wanted any further communication regarding your account or the possibility of cancelling your membershipHowever, since then, we have changed the Annual Membership policy because we do want to accommodate our clients when the need arisesHere is our current policy as stated on the website:"Annual MembershipsAnnual memberships are non–refundable and non-transferableYou can bring a friend for FREE to class any time while you are a memberOpt out after first year with two weeks notice prior to next withdrawalNo notice will result in a charge of the regular drop in rate for classes taken since last withdrawalWe can place a hold on your account for up to days; please give weeks advance notice."We understand that the communication may have been unclearAnd, we apologize for any misunderstanding We were attempting to accommodate your situation by extending the day hold As we were stepping into the role as new owners, our intention was to oblige your request, while still honoring our policies We are willing to refund you for months in the amount of $and terminate your annual membership purchase, not requiring the remaining paymentsDuring this process, we feel threatened and our business has potentially been compromised because of your claims on multiple review sites around town In a town with over yoga studios, negative reviews can be quite harmfulHowever, we will refund you $when this settlement is closed We are asking that you remove your reviews from our Facebook page and Google, as an act of good faithAnd, going forward, we also ask that you agree not to post any further claims or comments regarding this complaint on social media or other review sites/apps.As for your request to change our standard practice and notify clients when they are charged, we will take that into consideration Since we took over ownership, we have updated our Annual Membership policy to provide greater flexibility for our clients and accommodate unforeseen needsAs for making an immediate change, our current software system does not include this option unless we purchase a larger package which we do not have the budgetWhile we appreciate your concern for other clients at our studio, we are unable, at this time, to accommodate this request specificallyThis is the first time Bhava Yoga Studio received any concerns or complaints regarding any of our standard processes/policiesWe are dedicated to customer service and to resolving any issues that arise We appreciate the opportunity to improve our standard business process We hope that you find our proposal acceptable and we look forward to timely resolution Sincerely, Marisol B [redacted] and Sarah S [redacted] Owners Bhava Yoga Studio ###-###-#### Tell us why here

July 1, 2016 Dear Ms. [redacted],  We deeply regret any confusion that resulted from the Annual Membership policy.  We hope we can come to a mutual agreement and conclude this matter timely. Our intention is to clearly summarize the events from our perspective and to express how...

we will continue to work toward resolution. On August 13, 2015, the Annual Membership was purchased. At that time, [redacted] was the owner of Bhava Yoga Studio. The terms of the Annual Membership listed on the website at the time of purchase stated: "Annual Memberships Annual memberships are non–refundable and non-transferable. Opt out after first year with two weeks notice prior to next withdrawal. No notice will result in a charge of the regular drop in rate for classes taken since last withdrawal."On November 1, 2015 we (Marisol B[redacted] and Sarah S[redacted]) became the new owners of Bhava Yoga Studio. After 1 month as the new owners, on December 7, 2015, we received your email (attached to the Revdex.com complaint) with the subject "postpone autopay”. The email requested that your "membership be postponed until [you] got back on [your] feet." At that time, there was no policy in place that would have allowed any changes to the membership. Regardless, Marisol B[redacted] agreed verbally to place the account on a 30 day hold; and, at the time, we did not know the exact process to update the point of sale software (MindBody). But, we did exactly as you requested.  We postponed your membership and no payment for December was auto-charged. It is important to point out that we did not receive a formal request to cancel the Annual Membership.  If we would have received a cancelation request, we would have informed you of the policy and not have allowed it because it is against the Annual Membership standard policy. Later, when you informed us that you were moving, no specific date was given. We did not understand clearly that you wanted any further communication regarding your account or the possibility of cancelling your membership. However, since then, we have changed the Annual Membership policy because we do want to accommodate our clients when the need arises. Here is our current policy as stated on the website:"Annual MembershipsAnnual memberships are non–refundable and non-transferable. You can bring a friend for FREE to class any time while you are a member. Opt out after first year with two weeks notice prior to next withdrawal. No notice will result in a charge of the regular drop in rate for classes taken since last withdrawal. We can place a hold on your account for up to 30 days; please give 2 weeks advance notice."We understand that the communication may have been unclear. And, we apologize for any misunderstanding.  We were attempting to accommodate your situation by extending the 30 day hold.  As we were stepping into the role as new owners, our intention was to oblige your request, while still honoring our policies.   We are willing to refund you for 3 months in the amount of $385.86 and terminate your annual membership purchase, not requiring the remaining 2 payments. During this process, we feel threatened and our business has potentially been compromised because of your claims on multiple review sites around town.  In a town with over 60 yoga studios, negative reviews can be quite harmful. However, we will refund you $385.86 when this settlement is closed.  We are asking that you remove your reviews from our Facebook page and Google, as an act of good faith. And, going forward, we also ask that you agree not to post any further claims or comments regarding this complaint on social media or other review sites/apps.As for your request to change our standard practice and notify clients when they are charged, we will take that into consideration.  Since we took over ownership, we have updated our Annual Membership policy to provide greater flexibility for our clients and accommodate unforeseen needs. As for making an immediate change, our current software system does not include this option unless we purchase a larger package which we do not have the budget. While we appreciate your concern for other clients at our studio, we are unable, at this time, to accommodate this request specifically. This is the first time Bhava Yoga Studio received any concerns or complaints regarding any of our standard processes/policies. We are dedicated to customer service and to resolving any issues that arise.  We appreciate the opportunity to improve our standard business process.  We hope that you find our proposal acceptable and we look forward to timely resolution.   Sincerely, Marisol B[redacted] and Sarah S[redacted]Owners Bhava Yoga Studio ###-###-#### Tell us why here...