Fitness Mogul

I am rejecting this response because: First of all I was never told that the Thursday Pole Fitness class was continuing. When [redacted] told me she was leaving Fitness Mogul, on Monday August 4th I was concerned why I wasn't being contacted with information regarding plans for my upcoming August 7 Thursday class. I assumed I was going to get a phone call from [redacted] to discuss any changes and after a week I had to call her. I talked to the receptionist, [redacted] and was told they didn't know what is going on with the classes yet but [redacted] would call me back. Which she NEVER did. After another week went by I spoke to a few other girls from the same class and no one else heard anything as to the status of the class schedule. At this point and ONLY at this point I wanted a refund. I feel this was completely unprofessional and I emailed her to tell her how dissatisfied I was at how I was being treated and that I would be contacting the BBB and ONLY THEN did I receive a phone call (more than 2 weeks later). This is completely unacceptable. My concern was solely the fact that this "cleanly ran" and "professional business" did not inform any of its clients of its plans and had it not been for me being friends with this instructor ***, I would have had no idea at all and would have driven 30 minutes to a class that was not happening. As far as the formal letter I received, it was an email and it only came AFTER I wrote and said I was reporting her. Nothing before was ever written to me and as far as saying she offered 2 free classes... which is fine, however this is the first I am hearing of it. The other instructor ***, does not hold her Pole Fitness Certification. She has learned everything from [redacted] (who has been doing this for over 15 years) while [redacted] has only been teaching for less than a year herself. By comparison there is a great difference in the two and this justifies me not wanting to take a class with someone who has 1) no certification and 2) such little experience. In closing I would just like to say, I feel the owners only argument is that the instructor quit without notice, while that is not my issue and I don't appreciate it being addressed as though it is. The issue is that the her so called valued clients in this particular class were not informed until after weeks of inaction on their part, so I took action.

Our companies refund policy is posted in three places and the only reason this customer requested a refund was due to their friend, the instructor,...

leaving our company without notice. All schedules, prices and class levels remained the same the only thing that changed was the instructor, due to her voluntarily leaving the company. The client was never told that they could go back to beginners level classes, they assumed our advanced level classes with our other instructor were beginners classes based upon what the employee that voluntarily left told them, not what our schedule says. Our schedule specifically states which classes are beginners and which are advanced and our current pole fitness instructor advances her students based upon progression and safety. The employee that voluntarily left our company taught one advanced class a week and our current instructor taught three advanced classes a week, now four. The description for our advanced class that can be found in three locations is as follows "POLE 2 -- INTERMEDIATE / ADVANCE Want to sculpt sexy arms, back and abs? Well Pole 2 is where it is at! It is a fast paced class that focuses on developing upper body strength through climbs, spins, transitions, pole holds and abdominal exercises! In addition to trimming and strengthening the body, you will tone and build muscle while feeling sexy all at the same time. You must attend at least (6) Pole 1 classes to participate in this class". Our company was put in a terrible position because of the employee who voluntarily left informed our customers with details that were incorrect. Our company uses a scheduling system for clients to reserve classes as well as pay for classes and find details on classes. The week the employee left without notice we found coverage for her classes but clients refused to take the same advanced level class with a different instructor. We are three years in business and have never had any issues or scheduling complaints until this employee left our company. We sent out a formal letter offering closure to the clients for this employee leaving our company and informing them that we did not change a thing but the instructor and that they will not be taking a step backwards but only forward. I take great pride in providing a clean, friendly atmosphere for all of our clients to enjoy and feel that our clients can still enjoy their classes just with a different instructor that is highly qualified and capable of teaching all levels. We are offering two free classes to any of the clients that were attending the employee that voluntarily left our companies classes.

I am rejecting this response because:
First of all I was never told that the Thursday Pole Fitness class was continuing. When [redacted] told me she was leaving Fitness Mogul, on Monday August 4th I was concerned why I wasn't being contacted with information regarding plans for my upcoming August 7 Thursday class. I assumed I was going to get a phone call from [redacted] to discuss any changes and after a week I had to call her. I talked to the receptionist, [redacted] and was told they didn't know what is going on with the classes yet but [redacted] would call me back. Which she NEVER did. After another week went by I spoke to a few other girls from the same class and no one else heard anything as to the status of the class schedule. At this point and ONLY at this point I wanted a refund. I feel this was completely unprofessional and I emailed her to tell her how dissatisfied I was at how I was being treated and that I would be contacting the Revdex.com and ONLY THEN did I receive a phone call (more than 2 weeks later). This is completely unacceptable. My concern was solely the fact that this "cleanly ran" and "professional business" did not inform any of its clients of its plans and had it not been for me being friends with this instructor [redacted], I would have had no idea at all and would have driven 30 minutes to a class that was not happening. As far as the formal letter I received, it was an email and it only came AFTER I wrote and said I was reporting her. Nothing before was ever written to me and as far as saying she offered 2 free classes... which is fine, however this is the first I am hearing of it. The other instructor [redacted], does not hold her Pole Fitness Certification. She has learned everything from [redacted] (who has been doing this for over 15 years) while [redacted] has only been teaching for less than a year herself. By comparison there is a great difference in the two and this justifies me not wanting to take a class with someone who has 1) no certification and 2) such little experience. In closing I would just like to say, I feel the owners only argument is that the instructor quit without notice, while that is not my issue and I don't appreciate it being addressed as though it is. The issue is that the her so called valued clients in this particular class were not informed until after weeks of inaction on their part, so I took action.