Pure Barre Elm Grove Reviews (%countItem)
Pure Barre Elm Grove Rating
Address: 1294 W. Bluemound Road, Brookfield, Wisconsin, United States, 53122
Phone: |
Show more...
|
Web: |
|
Add contact information for Pure Barre Elm Grove
Add new contacts
ADVERTISEMENT
On December 19th I went to a complimentary Barre class where I proceeded to sign-up for a membership. I informed the staff at that time with the holidays I was interested in starting my membership until January 1st. I was told that wasn't a problem. They charged my January membership on my credit card that night and my membership was to start January 1st.
January 4th I attempted to go through their app and set-up my first class. I received and email from them stating that they were having 'phone issues' and that they are showing on their end there is no billing cycle (because I paid January on December 19th) and that my next bill wasn't until February 1st. Then they stated that I must have put a 'freeze' on my account (which I didn't nor do I know how to). I was told January 4th they were going to contact their sales manager and owner and if the changes weren't corrected to my account by Tuesday, January 7th to let them know.
January 9th and I am STILL unable to sign-up for or use any classes nor is it showing that I have any classes available to me. I reached out at the point to cancel my membership as I am not paying $69/month for 4, 1 hour sessions that I have to go through such circles to have completed.
Finally, on January 16th I received confirmation that this was resolved and my credit card was refunded the $69.00 and I believed this matter to be resolved.
That was not the case. February 1st my credit card was charged $69.00. I emailed the company stating that I hope this was an error on account of all of the above. They emailed me back stating I didn't comply with the terms of the contract and cancel my membership within 30 days. They breached the terms of the agreement not even allowing me to take a class in over 2 weeks from the time the contract was to start and allege that I'm in violation of a contract, then refund me and turn around and charge me again.
In response to the above situation, we can confirm that the client, Ms., signed a contract for a month to month membership, which provided four class credits per month. Upon signup on 12/19/19, she asked to delay the start date of the contract to begin on 1/1/2020, which we instated. We later learned the billing cycle ran prior to the agreed upon start date. While this was not intentional, there are occasional software errors in our system. In January we were informed by Ms. that she was unable to sign up for class via her app. Unfortunately, we are not notified when a client is having issues signing up through the app, and the client needs to inform us so that we can fix the problem. As soon as we received this information and confirmed the details, we ensured the credits for classes were active and extended the expiration date of the credits to align with the agreed upon start date of 1/1/2020. Additionally, we offered another two week extension as a courtesy, as we wanted to ensure she was able to utilize her class credits. Ms. Wagner was not happy with this resolution, and therefore, we refunded the original charge of $69.00. Within the correspondence, Ms. also expressed her intent to cancel her month to month membership. Our policy per the signed contract, is that a 30 day notice is required in order to cancel. This was outlined in the original agreement she signed. We notified her that one more billing cycle would occur before the cancellation and that she had the full month to use her credits prior to their expiration. No response was received regarding this communication until the billing was complete. Again, Ms. demanded a refund; however, no refund was warranted based on the contract terms. We expressed that we are obligated to uphold the contract agreement that she signed, as we do for all clients on recurring memberships. She received the class credits she paid for but chose not to use them. No refund was awarded for the second charge based on the terms of the signed contract agreement made between Ms. and the studio.