Pure Barre

Dear *** Barre Corporate Team, and Revdex.com,

I am writing to ask that *** reinstate my unused class credits at her Pure Barre franchise at ***e on the Upper West Side in New York City. I would appreciate your help in resolving this matter.

Pure Barre is a franchised, class-based exercise space. Classes are typically purchased and reserved online via the corporate website.

In this case, I purchased a 10 pack of classes for $200 over email with *** directly, responding to a promotional offer and bypassing the normal web interface. I was contacted on July *, 2019, with a promotional email; I responded to express my interest in purchasing by email and by phone on July *, and *** reached out to me personally that afternoon to offer to use the credit card she had on file to add the classes to my account. I gave her approval to do so. I’ve attached a pdf of the email correspondence to this claim.

I used three of the ten classes in the pack. This February, I went online to book a class, thinking I had seven classes remaining, only to be asked to “add class credits.” I was confused by this, since I knew I hadn’t used all of the classes from the course pack I purchased.

I visited Pure Barre UWS in person on February *** to resolve the matter. I was told by Theresa, who was managing the front desk, that my classes had expired. I explained that I didn’t know they had an expiration date. She informed me that it was clearly posted on the website where courses are purchased. She also referred me to the piece of laminated paper taped to the counter. I asked if she might be willing to demonstrate any leeway, given that I was unaware of the expiration date as I hadn’t purchased them online. She informed me that the choice was out of her hands and that the decision fell to “corporate.” I asked if it might be possible to speak with *** directly, either in person, by phone, or email, but that request has not been addressed. In later email correspondence, a second employee, Becca, informed me that they did not provide contact information for the corporate office, and suggested I rely on the generic “Contact Us” form on their website.

My schedule is such that I travel quite a bit for work. I was gone from New York in August and part of September, as well as in December and January. During this period, I also suffered a knee injury, for which I saw an orthopedic surgeon who prescribed a physical therapy regime designed to enable me to return to a more regular fitness program. Something I now am ready to begin again. I was not made aware that the classes expired when I purchased them, or I would have made sure to use them during the allotted time, knee notwithstanding. The lack of flexibility that *** and her team have shown in this situation is exceedingly disappointing given that they are keeping my money without providing a service. (I was offered a 10% discount if I wanted to purchase a new class pack.)

The courses that were offered from July through January are not substantially different from what is being offered now—frankly, it seems this expiration date is nothing more than a ruse to extract as much money as possible from clients. (I understand that the point of a for-profit business is to make money, but I also think that in such circumstances, Pure Barre might balance that desire with the minimal need to maintain good customer relations in the expectation of retaining loyalty, rather than trying to fleece their existing customers.)

I paid $200 for ten classes. At that rate, each class costs $20. I have used three, or $60 worth. I have already requested in person and on email that my remaining seven classes be reinstated; I thought that would be the most satisfactory solution for both sides. But if the establishment is unwilling to reinstate my classes, then I would like to be reimbursed $1*0 dollars.

Please feel free to contact me with any questions or if I may provide additional detail.

Yours sincerely,
Upper West Side Resident