CycleBar

I have been a customer at CycleBar Easton in Ohio for 3 months. I have seen more and more broke equipment. Policy for rides are to sign up on the app and schedule rides and get an assigned bike. When you get to the location, you check in for that assigned bike. Most recently, I had scheduled a ride. When I got there, checked in and went in to find someone else - a non-paying customer on my bike. Rather than disrupt that person, I asked for another bike as I couldn't tell which were available. When the staff FINALLY got around to helping me, they gave me a bike which was broken. By that time, the class was almost half over so I gave up. Was I frustrated? Absolutely! When I complained, however, I was blamed. I was blamed for being frustrated. I was told I didn't matter and did not deserve respect. The General Manager, Santanna, tried to make me feel guilty, blamed me for the incident and accused me of throwing a work out bar which is a totally false statement which never happened. I put the work out bar down in the holder where they go when I left. They are heavy and yes they make a sound.

The lack of respect and even common courtesy is worse than appalling. Situations like this happen and, when they do, the people in charge should try to rectify the situation and most certainly apologize to the customer. Santanna only wanted to blame and accuse me. As well her accusations are slanderous and I could sue. It would have been much better to handle the situation maturely and as a business. There have been problems since day 1 which shows the incompetency of the staff. I couldn't even schedule a ride for over a week because the staff had none of my information correct except of course my credit card which they made sure they could bill! Honestly without my correct address etc., I don't know how they could bill. Then shoes which to have been ordered for me were never ordered. It took 3 asks and 2.5 months for them to order.

Again, things happen but a business should never attack a customer when a customer has been inconvenienced or blame the customer for the faults and actions of the business.

I realize Columbus is a franchise. CycleBar's reputation overall is at risk because of this franchise.

I was offered a promotion as a first time rider with cycle bar for 8 classes for $65 to try the studio out, it was explained to me that after the introductory rides if I wanted to continue my membership, it would be $150/mo or whatever their current rates are. They called to get my credit card info while I was driving which I provided and then sent me a login to create an account. Unbeknownst to me, this automatically signed me up for a monthly subscription that I would need to cancel in writing 30 days ahead of time to cancel the membership. So basically, if I only wanted the 8 classes, I needed to immediately follow-up with a cancellation email to the studio before ever having taken a class. So, now, I'm locked into the agreement and they refuse to refund my money citing "they told me when they took my credit card info and I agreed when I created my account" --this is predatory account creation where their small print in their email locks you into something when you were thinking it was something else and just excited to try out the company so accepted the account. The 'SCRIPT' that they lean on is vague and basically their word against yours. TERRIBLE TERRIBLE customer service and I will no longer consider this a legitimate business that I will spend money on.

I have contacted CycleBar on numerous occasions to cancel my membership. The first time that I tried to cancel was 2 days after joining but they talked me out of it. I was assured I could cancel at any time, it was't a big deal. Since then each time, I have been met with rudeness and excuses why I can't cancel my membership. On January 31st, I talked to Whitney and she told me that I must come into the studio and fill out a special form. I told her that I was told earlier in the week that I needed to send an email asking to cancel. She was very rude and told me that she would send me to collections and very angry about me wanting to cancel. I asked Whitney to email, mail via USPS or fax me the form and I would return it via email or mail. Whitney said that was impossible and that I must come into the studio and fill form out or they will continue to bill my credit card. I don't understand this because that isn't in their contract that I signed and I signed up via email. they allowed me to take the paperwork home and I filled it out and emailed it back to them. Why should cancellation be any different. They make it impossible to cancel so they can continue to bill your credit card. Whitney and CycleBar use collections as an intimidation factor.
One point that is important is that I understand I must give 30 days notice because that is clearly in the contract. My problem is that Whitney is making her own rules and stating that I must come into the studio and only coming into the studio. That isn't in the contract.
Product_Or_Service: Membership at exercise studio