Get Hot Yoga LLC

I am writing in response to the complaint made by *** *** (#***) against my yoga studio, Get Hot Yoga. In all honesty, my heart sank when I heard the news that we had received this complaint about us because I truly thought I was more than generous in working with *** as soon as
the issue was brought to my attentionI also feel that the resolution I came to was above and beyond given our written policy we have in place*** signed up for the monthly auto withdrawal on 9/26/When anyone signs up for this package they sign a written agreement stating the terms of the contract which clearly states that the auto withdrawal is a 6-month commitment and if terminated any sooner than months the client will be charged a penalty fee of $(plus tax)The contract also states that the payment will continue to come out after the months unless we are instructed to cancel it at that time. *** recently came into the studio (months later) informing us that she had asked our former receptionist two months into her contract, to put the auto withdrawal package on hold because it simply was not fitting into her schedule and she wasn’t making it in to the studio at that time(That receptionist has not worked for us for at least months now) She then discovered months later that it had not been cancelledOur policy when cancelling an auto withdrawal package early is to make a note of it under the client’s profileSo, I went ahead and reviewed her account and found nothing at all noting this conversation… I then personally called *** in hopes to come to some sort of an understanding as I have never had a client come to me after this many months with a return request totaling almost $She informed me that the reason this went on for so long was because she had been putting it on her husband’s credit card that they do not keep track of and hadn’t been looking at the statementsAfter a long conversation with both of us stating our sides of the story, I informed her that I would look up her account and email her with what I decide I am able to accommodate her withIn doing my best to keep her happy and truly feeling for her side of the story I went ahead and returned months ($322.50) back onto her credit card, I put months ($430) onto her account at our studio which is as good as cash, never expires and can be used towards retail, drop in packages or whatever she wants at her convenienceAnd I kept the one single remaining month as her early termination fee for breaking her 6-month contract at monthsWhen I emailed her letting her know what I had come up with she responded that She was unhappy I charged her the early termination fee and that I had two choicesTo return that month with no cancellation fee or return the entire months of charges in full totaling $Her frustration was very clear, so at that point I even offered to return that remaining single month that we held as early termination penalty if she gave me a date we could set to reactivate her auto withdrawal so she could follow through with the rest of her remaining contractI then never heard back from her and instead got an email that she had made this complaint with the Revdex.comI sincerely felt like I had gone above and beyond to offer that in the first place… I pride myself on our customer service and in almost years of business we have never had an issue or a complaint made against usI stress to our staff that the customer is always right and we go out of our way to keep our customers happy even if that means we get the losing end of the stick sometimes, but in this particular situation I truly feel that it was simply her responsibility to keep track of her credit card statements and to honor her signed contract(if you would like a copy of the contract signed by ***, I can provide that as well). Our auto withdrawal policy and contract was put in place to protect us from this exact scenarioAs a small business, we simply cannot afford to have it any other way I really hope that *** can find it in her heart to understand where we are coming from and eventually put her frustrations behind herWe would welcome her back to the studio with open arms and hope that she feels the same wayI am simply protecting my business Again, please let me know if you would like a copy of her signed auto withdrawal contract. Love & light, Nicole K*** Owner of Get Hot Yoga