Hartford Sweat LLC

Complaint: I am rejecting this response because I still feel I deserve a refund for the classes I did not participate in because of the flooding.I do appreciate MsR [redacted] response to my complaint I am not filing a complaint to destroy her or her facility's reputation, as I did enjoy the time I had participated in the Hot Yoga program there I filed the complaint simply because I feel damages to a building with prohibition of program participation, warrants a consideration of choice of how to proceed with membership rather than to just "hold it" Hot Yoga is very expensive As I mention in my attaches emails, I never did get a receipt, which is why I "stopped in" to see Abby as stated in MsR [redacted] letter She did not mention that my visit to Abby was for the receipt and for the attempt to cancel the membership, which is the same explanation I gave Abby as I did MsR***: To take care of my demented grandfather In response to MsR***, her response letter is not entirely accurate.The flooding happened nearly a year ago I did contact you and you did point out the policy to me and I did appreciate that I told you from the beginning I need to take care of a family member and you did refuse to give me a refund stating, "the policy is on the website." After reviewing the policy it was evident that there are no refunds or transfers allowed I understood that, however that did not mean I did not still want a refund People do have life circumstances that they have little control over, and as a customer, I expected that consideration.First of all, the policy did not state, "no exceptions." If your facility is not safe for operation, you should have given all members the option of refund or to hold the membership until further notice I have been checking the website for over months now, even after the name of the facility was changed There has only recently been a mention that the facility will be "reopening soon."Furthermore, you did not give me the option of "free classes" as you stated in your response letter nor have you told me about membership extensions other than "when they reopened," which I understand took longer than usual In addition, I did not find out about the free courses until I referred to the website actually looking for a reopen date And with the free classes, there was a scheduling conflict, which is beyond my control, as I too have many responsibilities to uphold.Again, I am requesting a refund Unfortunately, I never received a receipt, either by hand, or via email, therefore I can not accurately state the number of classes I did attend I was ready to sign back up, but unfortunately the building flooded I did talk to you on the phone when I said, "I insisted I did not want a refund." therefore, in taking with Abby, then you on the phone, and then via email, I made attempts to get a refund After asking times, I was hoping that the facility would reopen so that I could continue, however, as mentioned, the website was just recently updated with a status, for most of the past six months the last update was in March of 2015.Sincerely, [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Complaint: I am rejecting this response because I still feel I deserve a refund for the classes I did not participate in because of the floodingI do appreciate MsR [redacted] response to my complaint I am not filing a complaint to destroy her or her facility's reputation, as I did enjoy the time I had participated in the Hot Yoga program there I filed the complaint simply because I feel damages to a building with prohibition of program participation, warrants a consideration of choice of how to proceed with membership rather than to just "hold it" Hot Yoga is very expensive As I mention in my attaches emails, I never did get a receipt, which is why I "stopped in" to see Abby as stated in MsR [redacted] letter She did not mention that my visit to Abby was for the receipt and for the attempt to cancel the membership, which is the same explanation I gave Abby as I did MsR***: To take care of my demented grandfather In response to MsR***, her response letter is not entirely accurateThe flooding happened nearly a year ago I did contact you and you did point out the policy to me and I did appreciate that I told you from the beginning I need to take care of a family member and you did refuse to give me a refund stating, "the policy is on the website." After reviewing the policy it was evident that there are no refunds or transfers allowed I understood that, however that did not mean I did not still want a refund People do have life circumstances that they have little control over, and as a customer, I expected that considerationFirst of all, the policy did not state, "no exceptions." If your facility is not safe for operation, you should have given all members the option of refund or to hold the membership until further notice I have been checking the website for over months now, even after the name of the facility was changed There has only recently been a mention that the facility will be "reopening soon." Furthermore, you did not give me the option of "free classes" as you stated in your response letter nor have you told me about membership extensions other than "when they reopened," which I understand took longer than usual In addition, I did not find out about the free courses until I referred to the website actually looking for a reopen date And with the free classes, there was a scheduling conflict, which is beyond my control, as I too have many responsibilities to upholdAgain, I am requesting a refund Unfortunately, I never received a receipt, either by hand, or via email, therefore I can not accurately state the number of classes I did attend I was ready to sign back up, but unfortunately the building flooded I did talk to you on the phone when I said, "I insisted I did not want a refund." therefore, in taking with Abby, then you on the phone, and then via email, I made attempts to get a refund After asking times, I was hoping that the facility would reopen so that I could continue, however, as mentioned, the website was just recently updated with a status, for most of the past six months the last update was in March of 2015.Sincerely, [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Yesterday, I received a letter from your office with a complaint that was submitted on 12/31. I first want to address the fact that I did not receive the letter before the calendar days in which I was torespond to this complaint. My mailing address and my business name as the addressee
were all incorrect, so although it came late, I'm gladthe letter even made it to me! I'm so upset to receive this...I called your office, and the kind woman who answered said that I needed to respond to the complaint in writing, so here we are.In regards to *** *** complaint, I have emails to backup that I responded to her always in a very professional, timely manner, I upheld my studio policy, extended gracious offers to her to help with her personal circumstances, and she never responded with an indication of being upset or wanting to pursue a refund any further.You'll see in the emails that I will forward to you that, per her comment, "...so they would hold my membership, I insisted I did not want that". Instead you will read that she actually thanked me for holding her membership, asked if there was any paperwork she needed to sign, etc to secure the "hold", and I assured her I took care of it, no problem.. She thanked me, and then in April asked me to re-start her membeship so that shecould return for classes.In April when she contacted me to start back up, as you'll see in my correspondence, I contacted her immediately to tell her about the studio being closed for flood damage. I told her about the membership extensions I would be offering her once the studio reopened, etc. Not to mention I offered free classes the entire time we have been closed for the flood reconstruction. We are currently just about to reopen (side note: the studio damage from the flood in our building was so extensive that it was deemed unsafe to rebuild there, thus the extensive turnaround time in reopening. We were forced to relocate - renegotiate a lease, etc etc and now I am just a couple of weeks from our grand reopening, just one block down the road, in a new building).She never responded to this email from me to indicate that she was unhappy or wanted to further pursue a refund with me. These are theonly communications I received from her.To address her issue of our return policy being "vague": It's simply no refunds, which I feel is clear. It's written on my website and on every receipt (which was emailed to her automatically by my system).I'd just like to say that I run a small business, I have a stellar reputation in my community of offering excellent customer service, fair treatment, top notch services, and a beautiful, clean environment. I've received numerous awards, including CT's Young Entrepreneur of the Year from the SBA this year as well as Best of* *** for years in a row and *** *** *** Under recognition this year. I wouldn't be in that position if I wasn't running a good, solid operation and treating people the way they deserve to be treatedMy customers are everything to me.I will forward you the email correspondences with the complaint ID in the subject line as well.Please know that I did my best and had no reason to believe that she was unhappy with the service she was provided. This has completelyblindsided me.If there's anything else I can do, please let me know. Thank you in advance.Warm Regards,NatashaNatasha MR***Good Morning ***,

Complaint: 11020707
 I am rejecting this response because I still feel I deserve a refund for the classes I did not participate in because of the flooding.
I do appreciate Ms. R[redacted] response to my complaint.  I am not filing a complaint to destroy her or her facility's reputation, as I did enjoy the time I had participated in the Hot Yoga program there.  I filed the complaint simply because I feel damages to a building with prohibition of program participation, warrants a consideration of choice of how to proceed with membership rather than to just "hold it".   Hot Yoga is very expensive.  As I mention in my attaches emails, I never did get a receipt, which is why I "stopped in" to see Abby as stated in Ms. R[redacted] letter.  She did not mention that my visit to Abby was for the receipt and for the attempt to cancel the membership, which is the same explanation I gave Abby as I did Ms. R[redacted]:  To take care of my demented grandfather.  
In response to Ms. R[redacted], her response letter is not entirely accurate.
The flooding happened nearly a year ago.  I did contact you and you did point out the policy to me and I did appreciate that.  I told you from the beginning I need to take care of a family member and you did refuse to give me a refund stating, "the policy is on the website."  After reviewing the policy it was evident that there are no refunds or transfers allowed.  I understood that, however that did not mean I did not still want a refund.  People do have life circumstances that they have little control over, and as a customer, I expected that consideration.
First of all, the policy did not state, "no exceptions."  If your facility is not safe for operation, you should have given all members the option of refund or to hold the membership until further notice.  I have been checking the website for over 6 months now, even after the name of the facility was changed.  There has only recently been a mention that the facility will be "reopening soon."
Furthermore, you did not give me the option of "free classes" as you stated in your response letter nor have you told me about membership extensions other than "when they reopened," which I understand took longer than usual.  In addition, I did not find out about the free courses until I referred to the website actually looking for a reopen date.  And with the free classes, there was a scheduling conflict, which is beyond my control, as I too have many responsibilities to uphold.
Again, I am requesting a refund.  Unfortunately, I never received a receipt, either by hand, or via email, therefore I can not accurately state the number of classes I did attend.  I was ready to sign back up, but unfortunately the building flooded.  I did talk to you on the phone when I said, "I insisted I did not want a refund."  therefore, in taking with Abby, then you on the phone, and then via email, I made 3 attempts to get a refund.  After asking 3 times, I was hoping that the facility would reopen so that I could continue, however, as mentioned, the website was just recently updated with a status, for most of the past six months the last update was in March of 2015.Sincerely,[redacted]I am rejecting this response because:
Sincerely,
[redacted]
[redacted]
[redacted]

Complaint: 11020707
 I am rejecting this response because I still feel I deserve a refund for the classes I did not participate in because of the flooding.I do appreciate Ms. R[redacted] response to my complaint.  I am not filing a complaint to destroy her or her facility's reputation, as I did enjoy the time I had participated in the Hot Yoga program there.  I filed the complaint simply because I feel damages to a building with prohibition of program participation, warrants a consideration of choice of how to proceed with membership rather than to just "hold it".   Hot Yoga is very expensive.  As I mention in my attaches emails, I never did get a receipt, which is why I "stopped in" to see Abby as stated in Ms. R[redacted] letter.  She did not mention that my visit to Abby was for the receipt and for the attempt to cancel the membership, which is the same explanation I gave Abby as I did Ms. R[redacted]:  To take care of my demented grandfather.  In response to Ms. R[redacted], her response letter is not entirely accurate.The flooding happened nearly a year ago.  I did contact you and you did point out the policy to me and I did appreciate that.  I told you from the beginning I need to take care of a family member and you did refuse to give me a refund stating, "the policy is on the website."  After reviewing the policy it was evident that there are no refunds or transfers allowed.  I understood that, however that did not mean I did not still want a refund.  People do have life circumstances that they have little control over, and as a customer, I expected that consideration.First of all, the policy did not state, "no exceptions."  If your facility is not safe for operation, you should have given all members the option of refund or to hold the membership until further notice.  I have been checking the website for over 6 months now, even after the name of the facility was changed.  There has only recently been a mention that the facility will be "reopening soon."Furthermore, you did not give me the option of "free classes" as you stated in your response letter nor have you told me about membership extensions other than "when they reopened," which I understand took longer than usual.  In addition, I did not find out about the free courses until I referred to the website actually looking for a reopen date.  And with the free classes, there was a scheduling conflict, which is beyond my control, as I too have many responsibilities to uphold.Again, I am requesting a refund.  Unfortunately, I never received a receipt, either by hand, or via email, therefore I can not accurately state the number of classes I did attend.  I was ready to sign back up, but unfortunately the building flooded.  I did talk to you on the phone when I said, "I insisted I did not want a refund."  therefore, in taking with Abby, then you on the phone, and then via email, I made 3 attempts to get a refund.  After asking 3 times, I was hoping that the facility would reopen so that I could continue, however, as mentioned, the website was just recently updated with a status, for most of the past six months the last update was in March of 2015.Sincerely,[redacted]I am rejecting this response because:
Sincerely,
[redacted]
[redacted]
[redacted]

Yesterday, I received a letter from your office with a complaint that was submitted on 12/31.  I first want to address the fact that I did not receive the letter before the 7 calendar days in which I was torespond to this complaint.  My mailing address and my business name as...

the addressee were all incorrect, so although it came late, I'm gladthe letter even made it to me!  I'm so upset to receive this...I called your office, and the kind woman who answered said that I needed to respond to the complaint in writing, so here we are.In regards to [redacted] complaint, I have emails to backup that I responded to her always in a very professional, timely manner, I upheld my studio policy, extended gracious offers to her to help with her personal circumstances, and she never responded with an indication of being upset or wanting to pursue a refund any further.You'll see in the emails that I will forward to you that, per her comment, "...so they would hold my membership, I insisted I did not want that".  Instead you will read that she actually thanked me for holding her membership, asked if there was any paperwork she needed to sign, etc to secure the "hold", and I assured her I took care of it, no problem..  She thanked me, and then in April asked me to re-start her membeship so that shecould return for classes.In April when she contacted me to start back up, as you'll see in my correspondence, I contacted her immediately to tell her about the studio being closed for flood damage.  I told her about the membership extensions I would be offering her once the studio reopened, etc.  Not to mention I offered free classes the entire time we have been closed for the flood reconstruction.  We are currently just about to reopen (side note:  the studio damage from the flood in our building was so extensive that it was deemed unsafe to rebuild there, thus the extensive turnaround time in reopening.  We were forced to relocate  - renegotiate a lease, etc etc and now I am just a couple of weeks from our grand reopening, just one block down the road, in a new building).She never responded to this email from me to indicate that she was unhappy or wanted to further pursue a refund with me.  These are theonly communications I received from her.To address her issue of our return policy being "vague":  It's simply no refunds, which I feel is clear.  It's written on my website and on every receipt (which was emailed to her automatically by my system).I'd just like to say that I run a small business, I have a stellar reputation in my community of offering excellent customer service, fair treatment, top notch services, and a beautiful, clean environment.  I've received numerous awards, including CT's Young Entrepreneur of the Year from the SBA this year as well as Best of[redacted] for 3 years in a row and [redacted] 40 Under 40 recognition this year.  I wouldn't be in that position if I wasn't running a good, solid operation and treating people the way they deserve to be treated. My customers are everything to me.I will forward you the email correspondences with the complaint ID in the subject line as well.Please know that I did my best and had no reason to believe that she was unhappy with the service she was provided.  This has completelyblindsided me.If there's anything else I can do, please let me know.  Thank you in advance.Warm Regards,NatashaNatasha M. R[redacted]Good Morning [redacted],