Flex Hot Yoga

Review: I purchased 2 5-session packages of classes for myself and my husband from [redacted]l. We each used 2 of our classes, which said nothing about an expiration on the voucher. When we went to use the third, the owner said they expired and we had no classes left. When [redacted]l contacted the owner, he said it is a 'verbal policy'. This so called 'verbal policy' was never told to us, and seems quite unfair and unprofessional.Desired Settlement: Flex Yoga should refund us for our total of 6 classes that we were not able to use since their 'policy' was never communicated to us. We paid $6 a class so we should be refunded $36.

Business

Response:

[redacted],

Please allow the following to serve as a response to complaint ID [redacted] from [redacted]:

Flex Hot Yoga states both in the 'rates' section of the website and on the literature in the one-page brochure found at the studio that there is a two month expiration on the 5-class package. In addition to this, the front desk staff kindly remind people of the policy when they come in for their very first class, although that is not their responsibility. The customer purchased two S-class packages through [redacted], which entitles them to pay a highly discounted price on the package but does not offer an extended expiration or no expiration.

As the expiration policy is dearly stated on the website and the one-page brochure found on the front desk at the studio where customers check in [which makes it a written and publicly posted policy and not a verbal policy as the customer stated), and it is also generally announced during a customer's first visit, the customer is at fault for neglecting to read the policy or possibly just forgetting it. As the customer was given the same amount of time to redeem the classes as other customers who paid full price for the package, the expiration policy is in fact publicly posted both online and in studio, and there were no extenuating circumstances that prevented the customer from redeeming all classes within the specified time frame, the studio does not see reason to reimburse the customer for expired classes. Furthermore, if Flex were to reimburse the customer for the expired classes the refund amount that would come from the studio would be significantly lower than stated as [redacted] takes a substantial percentage of the sale.

Regards,

Management Flex Hot Yoga

Business

Response:

Hi [redacted],

Please allow the following to serve as a response to the additional concerns regarding case ID# [redacted]:

The expiration policy has been posted on the website since the first day that the studio opened almost a year and a half ago. And, there are numerous customers who have been coming for over several months who can vouch for that. Customers are verbally reminded of the expiration policy as a courtesy. Additionally, it's common practice for studios to have such a policy. Your allegation that the expiration policy was added to the website after your complaint was filed is unfounded and exhibits a clear lack of honesty on your part. We do not appreciate false allegations and will not even acknowledge any further complaints regarding this matter.

Regards,

Management

Flex Hot Yoga

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Hello [redacted],

I do not 'accept' this business' response as I believe they handled this issue extremely unprofessionally and quite contradictory. I am very unsatisfied with my experience with them and regret getting involved through [redacted]l. At this point, there is nothing they could do or say to resolve this issue appropriately.

Thank you for your time,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,