Dantian Studio

I purchased classes Pilates $on 5/31/When I purchased classes, no any paperworksNo contract, no agreement even no explained about policies and/or liabilities, no explained cancellation, refund etcMy classes are private classes and I had scheduled EVERY on Saturday at 11:30am when I purchased classesI had took classes since I purchased classesI had trip middle of June to End of June and I gave them notice that I couldn't make classesI called them on July 3, after returned my trip and I wanted to check class after 4th of July on SaturdayI spoke with receptionist ' [redacted] 'She told me no class after 4th of July so I told her "Okay, See you on next Saturday (7/12/14)"I went on 7/12/at 11:10am and I was waiting until 11:45amNo one came and didn't open studioI hadn't received any notice to closed studio and cancelled the classI called on next Monday(7/14/14), the receptionist told me sorry for that happened but I was so upset and not satisfied their service so I told her to cancelled all my remained classesShe wanted to check to her owner and called me back but no one called me.I called again on Tuesday(7/15/14) and I spoke with owner ' [redacted] ***'I told her everything what I didn't satisfied and I went to studio on Saturday(7/12/14)But she said that was all my faultEvery class have to get confirmed that I have class on each Saturday or notAnd their policy not allowed cancel the classes and no refundI told her, no one explained about that and when I purchased classes EVERY on Saturday at 11:30am scheduledIf the therapist and I can't make class or if the studio close for some reason, give notice to each otherOtherwise, my classes were reserved for me on every Saturday at 11:30amAlso I told [redacted] if you charge any fee/penalty, I am okay but remain amount should be refund to meFinally, [redacted] mentioned on 7/15/on the phone, "Okay, I will refund in today the amount $240"But I haven't received it yetI called times more but she lies In response to this complaint: On 5/ [redacted] came to our studio to inquire about taking Pilates semi private classes with her husbandShe said that she wasn't sure if her husband would like coming and didn't know if he would continue to come our prices are as follows: Private Personal Training or Private Pilates Class $single class, Semi Private Personal Training or Pilates Classes $for Privates $for Pilates Reformer Group Class people$single class, $for $for Monthly Membership $(month commitment required, includes all group fitness classes) We decided to let her buy semi private classes so each person or privates for the price of $She was very weary buying them since she didn't know what her husband wanted to do, or so it seemed so we gave her a deal and let her use the classes in a way that would work best for her The scheduling was a complete misunderstanding When she left for vacation we thought her first day back was July 19th In our system we didn't have her on the schedule until thenSo when she said we canceled her appointment without calling herThat wasn't the case we just didn't have her on the scheduleOur system also sends out a confirmation email, text message days before, the day before and the day ofShe did not receive any of these messages When I got the message from [redacted] she said she wanted a refund because she was traveling too much and her husband didn't want to come inNever about her not being happy [redacted] let her know that we usually don't give refunds on services but she would speak with me and let her know So when I called her back and started getting yelled at I was completely taken off guard I never accused her of any of it being her faultI just clearly stated that we didn't cancel her class we just didn't have her in our systemI don't think she was understanding what I was sayingWhen she asked for a refund, I let her know we don't normally issue refunds for services just products and retailBut she got so mad and started yelling at meAt that point I realized I definitely didn't want this woman to ever come into my building againI told her I would issue her a refundShe proceeded to yell at me, I actually had to ask her to be quiet so she could hear me say I would give her a refund She finally stopped yelling, She asked me how much, if there was a penalty, she would pay it, she just wanted whatever money backI let her know that I would have to look at her account since I wasn't clear on exactly what was purchased, I wanted to read the log on her and see exactly what had happenedShe said she wasn't getting off the phone till I gave her a numberI then told her it was probably around $or something my math skills are not so quick...especially while getting yelled at I let her know I would have a solid figure for her later that day and I would mail her out a checkWhen I looked at her account I realized she didn't purchase privates, she purchased semi privates or privates But with a package deal you get a special package priceSince she only took classes and wanted the rest of her money back I charged her the full private amount times since she took classesShe said she was fine paying the penalty So I figure this was totally fair$- $- $= $ I wrote her a letter explaining how I came up with the number and if she had any questions or concerns she could call me Her check did get returned as I had the wrong part of her address written downI put the check right back in the mail with the correct address We received a phone call a few days later with her saying that she didn't understand why she didn't get a full refund etc etc and she would be in with her husband on TuesdayMy front desk girl called me a bit worried about the threatI immediately called her back, she answered the phone and I said": Hi [redacted] I hear there is a misunderstanding regarding the refund...how can I help you." She then started yelling at me and before I could even respond, she hung up the phone We were all worried on Tuesday wondering when her and her husband would show upI even thought about calling the policeI mean this woman was so mad and didn't seem to understand the things I was sayingWe were all honestly a bit scared I am not sure where to go from here I don't believe I owe her any money

I purchased 10 classes Pilates $300 on 5/31/2014. When I purchased classes, no any paperworks. No contract, no agreement even no explained about policies and/or liabilities, no explained cancellation, refund etc. My classes are private...

classes and I had scheduled EVERY on Saturday at 11:30am when I purchased classes. I had took 2 classes since I purchased classes. I had trip middle of June to End of June and I gave them notice that I couldn't make classes. I called them on July 3, 2014 after returned my trip and I wanted to check class after 4th of July on Saturday. I spoke with receptionist '[redacted]'. She told me no class after 4th of July so I told her "Okay, See you on next Saturday (7/12/14)". I went on 7/12/14 at 11:10am and I was waiting until 11:45am. No one came and didn't open studio. I hadn't received any notice to closed studio and cancelled the class. I called on next Monday(7/14/14), the receptionist told me sorry for that happened but I was so upset and not satisfied their service so I told her to cancelled all my remained classes. She wanted to check to her owner and called me back but no one called me.I called again on Tuesday(7/15/14) and I spoke with owner '[redacted]'. I told her everything what I didn't satisfied and I went to studio on Saturday(7/12/14). But she said that was all my fault. Every class have to get confirmed that I have class on each Saturday or not. And their policy not allowed cancel the classes and no refund. I told her, no one explained about that and when I purchased classes EVERY on Saturday at 11:30am scheduled. If the therapist and I can't make class or if the studio close for some reason, give notice to each other. Otherwise, my classes were reserved for me on every Saturday at 11:30am. Also I told [redacted] if you charge any fee/penalty, I am okay but remain amount should be refund to me. Finally, [redacted] mentioned on 7/15/14 on the phone, "Okay, I will refund in today the amount $240". But I haven't received it yet. I called 3 times more but she lies.
In response to this complaint:
On 5/31 [redacted] came to our studio to inquire about taking Pilates semi private classes with her husband. She said that she wasn't sure if her husband would like coming and didn't know if he would continue to come.
our prices are as follows:
Private Personal Training or Private Pilates Class 
$75 single class, 
Semi Private Personal Training or Pilates Classes $350 for 10
Privates $650 for 10
Pilates Reformer Group Class 4 people$35 single class, 
$270 for 10
$480 for 20
Monthly Membership $249 (3 month commitment required, includes all group fitness classes)
We decided to let her buy 10 semi private classes so 5 each person or 5 privates for the price of $300. She was very weary buying them since she didn't know what her husband wanted to do, or so it seemed so we gave her a deal and let her use the classes in a way that would work best for her.  The scheduling was a complete misunderstanding.  When she left for vacation we thought her first day back was July 19th In our system we didn't have her on the schedule until then. So when she said we canceled her appointment without calling her. That wasn't the case we just didn't have her on the schedule. Our system also sends out a confirmation email, text message 2 days before, the day before and the day of. She did not receive any of these messages. 
When I got the message from [redacted] she said she wanted a refund because she was traveling too much and  her husband didn't want to come in. Never about her not being happy. [redacted] let her know that we usually don't give refunds on services but she would speak with me and let her know.  So when I called her back and started getting yelled at I was completely taken off guard.
I never accused her of any of it being her fault. I just clearly stated that we didn't cancel her class we just didn't have her in our system. I don't think she was understanding what I was saying. When she asked for a refund, I let her know we don't normally issue refunds for services just products and retail. But she got so mad and started yelling at me. At that point I realized I definitely didn't want this woman to ever come into my building again. I told her I would issue her a refund. She proceeded to yell at me, I actually had to ask her to be quiet so she could hear me say I would give her a refund.  She finally stopped yelling, She asked me how much, if there was a penalty, she would pay it, she just wanted whatever money back. I let her know that I would have to look at her account since I wasn't clear on exactly what was purchased, I wanted to read the log on her and see exactly what had happened. She said she wasn't getting off the phone till I gave her a number. I then told her it was probably around $230 or something my math skills are not so quick...especially while getting yelled at. ....  I let her know I would have a solid figure for her later that day and I would mail her out a check. When I looked at her account I realized she didn't purchase 10 privates, she purchased 10 semi privates or 5 privates.
But with a package deal you get a special package price. Since she only took 2 classes and wanted the rest of her money back I charged her the full private amount times 2. since she took 2 classes. She said she was fine paying the penalty.  So I figure this was totally fair. $300 - $75 - $75 = $150
I wrote her a letter explaining how I came up with the number and if she had any questions or concerns she could call me.  Her check did  get returned as I had the wrong part of her address written down. I put the check right back in the mail with the correct address.
We received a phone call a few days later with her saying that she didn't understand why she didn't get a full refund etc etc and she would be in with her husband on Tuesday. My front desk girl called me a bit worried about the threat. I immediately called her back, she answered the phone and I said. ": Hi [redacted] I hear there is a misunderstanding regarding the refund...how can I help you." She then started yelling at me and before I could even respond, she hung up the phone.
We were all worried on Tuesday wondering when her and her husband would show up. I even thought about calling the police. I mean this woman was so mad and didn't seem to understand the things I was saying. We were all honestly a bit scared.
I am not sure where to go from here.
I don't believe I owe her any money.

Review: I purchased 10 classes Pilates $300 on 5/31/2014. When I purchased classes, no any paperworks. No contract, no agreement even no explained about policies and/or liabilities, no explained cancellation, refund etc. My classes are private classes and I had scheduled EVERY on Saturday at 11:30am when I purchased classes. I had took 2 classes since I purchased classes. I had trip middle of June to End of June and I gave them notice that I couldn't make classes. I called them on July 3, 2014 after returned my trip and I wanted to check class after 4th of July on Saturday. I spoke with receptionist '[redacted]'. She told me no class after 4th of July so I told her "Okay, See you on next Saturday (7/12/14)". I went on 7/12/14 at 11:10am and I was waiting until 11:45am. No one came and didn't open studio. I hadn't received any notice to closed studio and cancelled the class. I called on next Monday(7/14/14), the receptionist told me sorry for that happened but I was so upset and not satisfied their service so I told her to cancelled all my remained classes. She wanted to check to her owner and called me back but no one called me.I called again on Tuesday(7/15/14) and I spoke with owner '[redacted]'. I told her everything what I didn't satisfied and I went to studio on Saturday(7/12/14). But she said that was all my fault. Every class have to get confirmed that I have class on each Saturday or not. And their policy not allowed cancel the classes and no refund. I told her, no one explained about that and when I purchased classes EVERY on Saturday at 11:30am scheduled. If the therapist and I can't make class or if the studio close for some reason, give notice to each other. Otherwise, my classes were reserved for me on every Saturday at 11:30am. Also I told [redacted] if you charge any fee/penalty, I am okay but remain amount should be refund to me. Finally, [redacted] mentioned on 7/15/14 on the phone, "Okay, I will refund in today the amount $240". But I haven't received it yet. I called 3 times more but she lies.Desired Settlement: She promised on 7/15/14 on the phone, she would refund $240 to me but she didn't send me yet.When I called 3 times more until today(7/24/14), one day, she told me it was mailed out. one day, it was returned and my address wrong etc she lies. I want to get back full refund amount $240.

Business

Response:

I purchased 10 classes Pilates $300 on 5/31/2014. When I purchased classes, no any paperworks. No contract, no agreement even no explained about policies and/or liabilities, no explained cancellation, refund etc. My classes are private classes and I had scheduled EVERY on Saturday at 11:30am when I purchased classes. I had took 2 classes since I purchased classes. I had trip middle of June to End of June and I gave them notice that I couldn't make classes. I called them on July 3, 2014 after returned my trip and I wanted to check class after 4th of July on Saturday. I spoke with receptionist '[redacted]'. She told me no class after 4th of July so I told her "Okay, See you on next Saturday (7/12/14)". I went on 7/12/14 at 11:10am and I was waiting until 11:45am. No one came and didn't open studio. I hadn't received any notice to closed studio and cancelled the class. I called on next Monday(7/14/14), the receptionist told me sorry for that happened but I was so upset and not satisfied their service so I told her to cancelled all my remained classes. She wanted to check to her owner and called me back but no one called me.I called again on Tuesday(7/15/14) and I spoke with owner '[redacted]'. I told her everything what I didn't satisfied and I went to studio on Saturday(7/12/14). But she said that was all my fault. Every class have to get confirmed that I have class on each Saturday or not. And their policy not allowed cancel the classes and no refund. I told her, no one explained about that and when I purchased classes EVERY on Saturday at 11:30am scheduled. If the therapist and I can't make class or if the studio close for some reason, give notice to each other. Otherwise, my classes were reserved for me on every Saturday at 11:30am. Also I told [redacted] if you charge any fee/penalty, I am okay but remain amount should be refund to me. Finally, [redacted] mentioned on 7/15/14 on the phone, "Okay, I will refund in today the amount $240". But I haven't received it yet. I called 3 times more but she lies.