Thrive Yoga

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] Credit card chargebackInboxxSusan M [redacted] ***Jan 12tome,Jessica***,My credit card processor contact Thrive today and told us that you did not recognize the charge for a 10-series of $on 1/4/ Did you dispute this charge with your credit card company? According to our records, you purchased the 10-series on January 4, and have taken class on January and 12.Can you please call me at your earliest convenience so that we can clear up the issue.Thanks,Susan M [redacted] *** [redacted] ***Rockville, MD ***###-###-#######-###-#### [redacted] < [redacted] @***.com>Jan 17tosusan,JessicaHey Susan, Thanks for contacting me, I'd like to clear this up-I called the week of January 4th to see if I could get a refund for the class package I purchased on the 4thJessica had suggested purchasing it to help me save on classes, however when I agreed to it, I was rushing into a class and really didn't consider how expensive the time charge would be-I called after to see if I could get a refund for the package and just pay for the classes I took on the 4th ( one for me and one for my mom [redacted] ), I spoke with Becky, and Becky said that you don't issue refundsI explained that I did not have the funds to pay for this purchase this month, and Beck suggested I should try contacting my credit card company to see if they could help me out since Thrive could not- I explained to my credit card company that Thrive would not issue a refund, and they allowed me to dispute the charge- I have not attended a class on the 12th, but I should be paying for two classes on the 4th- I cannot afford the $on my bill this month and was hoping Thrive would be able to issue me a refund and I could just pay for those two classes on the 4thLet me know if you have any other questions for me, and I apologize for the inconvenience I may have caused yallThanks, [redacted] *###-###-####Jessica Thrive Yoga< [redacted] @thriveyoga.com>Jan 17tome,susan Peace, ***! I heard Becki mention your conversation-- from my recollection she had intended that you would contact your credit card companies to extend any bill payments that you needed to makeI can see how you would get that confused since it is a bit of an abstract suggestion to your inquiryIt is our policy that the only way that we give refunds is to a client account, unless we are at fault-- something like a cancelled workshop or seriesEach refund that we do costs us money, so every time we return to a credit card it takes money away from the services that we can invest in for communityUnfortunately, by calling the company and listing the class pass as a fraudulent charge, we now have an additional returned service fee on top of that! I would love to work with you to see what else can be doneThe class charge on the 12th was from ***-- [redacted] had registered her for a class that he and [redacted] were planning to attend, and it was automatically pulling from your class pass because we linked her in as a family member sharing pass, as discussed previouslyShe was absent for that class, as well as the class on January 4th, so I removed them both from the class pass (another system override), because I didn't want you to be penalized for the missed classI am sorry if you felt rushed into the decision of the class pass in any way! I thought that we had discussed it at length, and I apologize if you felt pressured in any wayI see that you paid for a total of "Drop-In" classes between July and October at the $rate, both for yourself and for family members, which was why I had wholeheartedly suggested the class pass-- it is sharable among family members, so you would have saved a total of $over that timeperiod if we'd been able to get you in with a class pass soonerPlease let me know how you wish to proceedYoga is such a necessity for living a peace-filled and balanced lifestyle in my opinion, and I have definitely felt the struggle in balance between paying for yoga classes and paying bills and expenses in my lifetime as wellIf you truly feel that a class pass is not worth it to you at this time then we will discuss further on the back end how to handle the situation with the "bounce" fee etcSending you much love and many blessings either way!Talk to you soon,Jessica Susan M [redacted] ***Jan 18tome Hi ***;Your credit card company has refunded your original charge of $for the 10-class pass and charged Thrive Yoga $for the dispute.I hope that this eases your burden I have put a note in your account to accept payments for classes on a per class basis and to disallow sharing of accounts between you and your family members This will make it very clear to the staff that we are in agreement you can take classes on a class by class basis with payment Our bank requires that you sign the receipt if you charge your classes to a credit card.I look forward to seeing you at Thrive!Namaste,Susan [redacted] ***Rockville, MD ***###-###-#######-###-#### From: [redacted] [mailto: [redacted] @***.com] Sent: Tuesday, January 17, 9:AMTo: ***@thriveyoga.comCc: Jessica Thrive Yoga < [redacted] @thriveyoga.com>Subject: Re: Credit card chargeback [redacted] < [redacted] @***.com>Jan 24toSusanHey Susan, I appreciate your efforts to deal with this issue professionallyI apologize for the inconvenience to you guys, and in retrospect, probably would have been happy to pay the $for the refund in lieu of disputing the chargeThanks again, [redacted] I am rejecting this response because Jessica was relying on her personal assumptions about my financial situation and family to place the blame on me for a mistake she madeI can see in her mind that she was saving me money on multiple purchases she assumed I was paying for, however, my family members reimbursed me anytime I put their class on my credit card so it was her assumption that drove her decision, not factsShe assumed a class package would save me money even though I was still unsure about the purchaseAlso, I never signed a receipt for the class package- nor was I informed of their refund policyWhile I can appreciate friendly and personal customer service, it is not fair for me to be held responsible for a charge on my credit card when I was not aware I was being charged, not aware of any refund policy, and not aware she was using the package to pay for people I attended yoga with In the end, it was her/Susan's decision not to issue me a refundHad she issued me a refund, I would indeed still be going to yoga thereHaving worked in customer service myself, I understand it can be costly to the business to issue refundsNo other options were giving to me, I was literally advised to "contact my credit card company", and it was evident that Thrive was only interested in saving themselves a refund fee rather than being "peaceful", fair, or kindBelow is the email exchange between me and Thive Thank you for your help, Susan M [redacted] ***Jan 12tome,Jessica***,My credit card processor contact Thrive today and told us that you did not recognize the charge for a 10-series of $on 1/4/ Did you dispute this charge with your credit card company? According to our records, you purchased the 10-series on January 4, and have taken class on January and 12.Can you please call me at your earliest convenience so that we can clear up the issue.Thanks,Susan M [redacted] *** [redacted] ***Rockville, MD ***###-###-#######-###-#### [redacted] < [redacted] @***.com>Jan 17tosusan,JessicaHey Susan, Thanks for contacting me, I'd like to clear this up-I called the week of January 4th to see if I could get a refund for the class package I purchased on the 4thJessica had suggested purchasing it to help me save on classes, however when I agreed to it, I was rushing into a class and really didn't consider how expensive the time charge would be-I called after to see if I could get a refund for the package and just pay for the classes I took on the 4th ( one for me and one for my mom [redacted] ), I spoke with Becky, and Becky said that you don't issue refundsI explained that I did not have the funds to pay for this purchase this month, and Beck suggested I should try contacting my credit card company to see if they could help me out since Thrive could not- I explained to my credit card company that Thrive would not issue a refund, and they allowed me to dispute the charge- I have not attended a class on the 12th, but I should be paying for two classes on the 4th- I cannot afford the $on my bill this month and was hoping Thrive would be able to issue me a refund and I could just pay for those two classes on the 4thLet me know if you have any other questions for me, and I apologize for the inconvenience I may have caused yallThanks, [redacted] *###-###-####Jessica Thrive Yoga< [redacted] @thriveyoga.com>Jan 17tome,susanPeace, ***! I heard Becki mention your conversation-- from my recollection she had intended that you would contact your credit card companies to extend any bill payments that you needed to makeI can see how you would get that confused since it is a bit of an abstract suggestion to your inquiryIt is our policy that the only way that we give refunds is to a client account, unless we are at fault-- something like a cancelled workshop or seriesEach refund that we do costs us money, so every time we return to a credit card it takes money away from the services that we can invest in for communityUnfortunately, by calling the company and listing the class pass as a fraudulent charge, we now have an additional returned service fee on top of that! I would love to work with you to see what else can be doneThe class charge on the 12th was from ***-- [redacted] had registered her for a class that he and Sylvia were planning to attend, and it was automatically pulling from your class pass because we linked her in as a family member sharing pass, as discussed previouslyShe was absent for that class, as well as the class on January 4th, so I removed them both from the class pass (another system override), because I didn't want you to be penalized for the missed classI am sorry if you felt rushed into the decision of the class pass in any way! I thought that we had discussed it at length, and I apologize if you felt pressured in any wayI see that you paid for a total of "Drop-In" classes between July and October at the $rate, both for yourself and for family members, which was why I had wholeheartedly suggested the class pass-- it is sharable among family members, so you would have saved a total of $over that timeperiod if we'd been able to get you in with a class pass soonerPlease let me know how you wish to proceedYoga is such a necessity for living a peace-filled and balanced lifestyle in my opinion, and I have definitely felt the struggle in balance between paying for yoga classes and paying bills and expenses in my lifetime as wellIf you truly feel that a class pass is not worth it to you at this time then we will discuss further on the back end how to handle the situation with the "bounce" fee etcSending you much love and many blessings either way!Talk to you soon,Jessica Susan M [redacted] ***Jan 18tomeHi ***;Your credit card company has refunded your original charge of $for the 10-class pass and charged Thrive Yoga $for the dispute.I hope that this eases your burden I have put a note in your account to accept payments for classes on a per class basis and to disallow sharing of accounts between you and your family members This will make it very clear to the staff that we are in agreement you can take classes on a class by class basis with payment Our bank requires that you sign the receipt if you charge your classes to a credit card.I look forward to seeing you at Thrive!Namaste,Susan [redacted] ***Rockville, MD ***###-###-#######-###-#### From: [redacted] [mailto: [redacted] @***.com] Sent: Tuesday, January 17, 9:AMTo: ***@thriveyoga.comCc: Jessica Thrive Yoga < [redacted] @thriveyoga.com>Subject: Re: Credit card chargeback [redacted] < [redacted] @***.com>Jan 24toSusanHey Susan, I appreciate your efforts to deal with this issue professionallyI apologize for the inconvenience to you guys, and in retrospect, probably would have been happy to pay the $for the refund in lieu of disputing the chargeThanks again, [redacted]

Date: Tue, May 16, at 3:PMSubject: Re: *** *** Complaint (***)To: *** *** Peace, ***! I was the person who sold *** the class passI am not in the habit of pushing purchases on people-- in fact, I always try to save them money when they
are coming in consistently*** had been visiting us regularly for some time, and when she was coming to class she was paying full price for her own class ($20) as well as paying the full price for 3-members of her familyWe had discussed class passes before, and on the date of purchase she was planning to pay for herself and a few other family members, so I mentioned the class pass again, which is $per class and sharable among family membersWe were indeed busy at the desk, and she was indeed torn between making the larger class purchase or simply paying full price for her and her family members' drop-ins for the dayI do not recall pushing her in to making the purchase, although I did give her a breakdown of the savings ($total, or two free classes) which seemed in alignment with how often she and her family members were comingHer partner Azzizi was waiting next to her, and she was still undecided, and it was time for class to start, so I understand her feeling rushedIf I recall correctly I told her that I would do whatever she preferred in regards to making the payment that day(It makes us more money when she pays drop ins, so again, I was simply making the offer in order to save her money.) She requested that I put the class pass through, and then went back to take her classI did as requested and emailed her the receipt (which clearly states our policies, including that all sales are final)This was on Wednesday, January 4th.On Thursday, January 5th I was training a coworker at the desk when we received a call from ***My coworker took the call, but I was sitting with her at that time*** told Becki that she had changed her mind about the larger purchase and wanted a refundBecki told *** our policy, and *** hung up the phone respectfully, accepting that we do not offer returnsBecki was upset by the conversation because she had been so matter-of-fact in regards to our policies, so I suggested that she call *** back and offer to support *** in coming in for classes, since we are all firm believers that yoga works like magic on the stress and challenge of life circumstances, and to reassure her that everything would be all rightBecki called her back, and hearing *** mention that her credit card bills were due and that is why she was feeling so concerned about the purchase, Becki suggested that *** call her credit card company and ask for an extension on her paymentsAfter hanging up the phone with ***, Becki joked that as a single mother she'd done that many times, and then *** would still be able to come in to practice too! I was very surprised to find that *** had called her credit card company and listed the purchase as fraudulent, insteadWhile she may have felt confused about making the purchase, and may have changed her mind after looking at her bank account, I only charged her for the class pass at her directiveI would have loved to speak with her directly in finding a resolution, but she did not reply to my email after Susan M*** (the studio owner) reached out to her regarding her claim. At this time I cannot respond directly to her claim since I do not have the link attached in this email, but I am happy to provide whatever further information that you would likeMy favorite part of being a Thrive teammate is the good care and love that we treat our clients withKnowing the full circumstances of the situation, I am convinced that *** was simply confused and afraid, looking for a way to get back her finances because her money was tight after the holiday seasonI do not think that this claim has anything to do with Thrive being negligent, fraudulent, or unkind in any wayIn fact, I do remember that *** mentioned feeling put out by an email exchange with Susan, however this was after I had emailed her seeking some other resolution to no response, and I did get to read Susan's email to *** which was simply matter of fact and not unkind in any ways. Thank you so much for taking the time to resolve this disputePlease let me know if there are any further ways that I can be of assistance!With love,Jessica

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]Credit card chargebackInboxxSusan M[redacted]<[redacted]@thriveyoga.com>Jan 12tome,Jessica[redacted],My credit card processor contact Thrive today and told us that you did not recognize the charge for a 10-series of $160 on 1/4/17.  Did you dispute this charge with your credit card company?  According to our records, you purchased the 10-series on January 4, and have taken class on January 4 and 12.Can you please call me at your earliest convenience so that we can clear up the issue.Thanks,Susan M[redacted]   [redacted]Rockville, MD [redacted]###-###-#######-###-####  [redacted]<[redacted].com>Jan 17tosusan,JessicaHey Susan,  Thanks for contacting me, I'd like to clear this up. -I called the week of January 4th to see if I could get a refund for the 10 class package I purchased on the 4th. Jessica had suggested purchasing it to help me save on classes, however when I agreed to it, I was rushing into a class and really didn't consider how expensive the 1 time charge would be. -I called after to see if I could get a refund for the package and just pay for the classes I took on the 4th ( one for me and one for my mom [redacted]), I spoke with Becky, and Becky said that you don't issue refunds. I explained that I did not have the funds to pay for this purchase this month, and Beck suggested I should try contacting my credit card company to see if they could help me out since Thrive could not. - I explained to my credit card company that Thrive would not issue a refund, and they allowed me to dispute the charge. - I have not attended a class on the 12th, but I should be paying for two classes on the 4th. - I cannot afford the $160 on my bill this month and was hoping Thrive would be able to issue me a refund and I could just pay for those two classes on the 4th. Let me know if you have any other questions for me, and I apologize for the inconvenience I may have caused yall. Thanks, [redacted]###-###-####Jessica Thrive Yoga<[redacted]@thriveyoga.com>Jan 17tome,susan Peace, [redacted]! I heard Becki mention your conversation-- from my recollection she had intended that you would contact your credit card companies to extend any bill payments that you needed to make... I can see how you would get that confused since it is a bit of an abstract suggestion to your inquiry. It is our policy that the only way that we give refunds is to a client account, unless we are at fault-- something like a cancelled workshop or series. Each refund that we do costs us money, so every time we return to a credit card it takes money away from the services that we can invest in for community. Unfortunately, by calling the company and listing the 10 class pass as a fraudulent charge, we now have an additional returned service fee on top of that! I would love to work with you to see what else can be done. The class charge on the 12th was from [redacted]-- [redacted] had registered her for a class that he and [redacted] were planning to attend, and it was automatically pulling from your 10 class pass because we linked her in as a family member sharing pass, as discussed previously. She was absent for that class, as well as the class on January 4th, so I removed them both from the 10 class pass (another system override), because I didn't want you to be penalized for the missed class. I am sorry if you felt rushed into the decision of the 10 class pass in any way! I thought that we had discussed it at length, and I apologize if you felt pressured in any way. I see that you paid for a total of 12 "Drop-In" classes between July and October at the $20 rate, both for yourself and for family members, which was why I had wholeheartedly suggested the 10 class pass-- it is sharable among family members, so you would have saved a total of $40 over that timeperiod if we'd been able to get you in with a class pass sooner. Please let me know how you wish to proceed. Yoga is such a necessity for living a peace-filled and balanced lifestyle in my opinion, and I have definitely felt the struggle in balance between paying for yoga classes and paying bills and expenses in my lifetime as well. If you truly feel that a 10 class pass is not worth it to you at this time then we will discuss further on the back end how to handle the situation with the "bounce" fee etc. Sending you much love and many blessings either way!Talk to you soon,Jessica  Susan M[redacted]<[redacted]@thriveyoga.com>Jan 18tome Hi [redacted];Your credit card company has refunded your original charge of $160 for the 10-class pass and charged Thrive Yoga $15 for the dispute.I hope that this eases your burden.  I have put a note in your account to accept payments for classes on a per class basis and to disallow sharing of accounts between you and your family members.  This will make it very clear to the staff that we are in agreement you can take classes on a class by class basis with payment.  Our bank requires that you sign the receipt if you charge your classes to a credit card.I look forward to seeing you at Thrive!Namaste,Susan  [redacted]Rockville, MD [redacted]###-###-#######-###-#### From: [redacted] [mailto:[redacted].com] Sent: Tuesday, January 17, 2017 9:56 AMTo: [redacted]@thriveyoga.comCc: Jessica Thrive Yoga <[redacted]@thriveyoga.com>Subject: Re: Credit card chargeback [redacted]<[redacted].com>Jan 24toSusanHey Susan, I appreciate your efforts to deal with this issue professionally. I apologize for the inconvenience to you guys, and in retrospect,  probably would have been happy to pay the $15 for the refund in lieu of disputing the charge. Thanks again, [redacted]
I am rejecting this response because Jessica was relying on her personal assumptions about my financial situation and family to place the blame on me for a mistake she made. I can see in her mind that she was saving me money on multiple purchases she assumed I was paying for, however, my family members reimbursed me anytime I put their class on my credit card so it was her assumption that drove her decision, not facts. She assumed a class package would save me money even though I was still unsure about the purchase. Also, I never signed a receipt for the class package- nor was I informed of their refund policy. While I can appreciate friendly and personal customer service, it is not fair for me to be held responsible for a charge on my credit card when I was not aware I was being charged, not aware of any refund policy, and not aware she was using the package to pay for people I attended yoga with.  In the end, it was her/Susan's decision not to issue me a refund. Had she issued me a refund, I would indeed still be going to yoga there. Having worked in customer service myself, I understand it can be costly to the business to issue refunds. No other options were giving to me, I was literally advised to "contact my credit card company", and it was evident that Thrive was only interested in saving themselves a refund fee rather than being "peaceful", fair, or kind. Below is the email exchange between me and Thive.
Thank you for your help, Susan M[redacted]<[redacted]@thriveyoga.com>Jan 12tome,Jessica[redacted],My credit card processor contact Thrive today and told us that you did not recognize the charge for a 10-series of $160 on 1/4/17.  Did you dispute this charge with your credit card company?  According to our records, you purchased the 10-series on January 4, and have taken class on January 4 and 12.Can you please call me at your earliest convenience so that we can clear up the issue.Thanks,Susan M[redacted]   [redacted]Rockville, MD [redacted]###-###-#######-###-#### [redacted]<[redacted].com>Jan 17tosusan,JessicaHey Susan,  Thanks for contacting me, I'd like to clear this up. -I called the week of January 4th to see if I could get a refund for the 10 class package I purchased on the 4th. Jessica had suggested purchasing it to help me save on classes, however when I agreed to it, I was rushing into a class and really didn't consider how expensive the 1 time charge would be. -I called after to see if I could get a refund for the package and just pay for the classes I took on the 4th ( one for me and one for my mom [redacted]), I spoke with Becky, and Becky said that you don't issue refunds. I explained that I did not have the funds to pay for this purchase this month, and Beck suggested I should try contacting my credit card company to see if they could help me out since Thrive could not. - I explained to my credit card company that Thrive would not issue a refund, and they allowed me to dispute the charge. - I have not attended a class on the 12th, but I should be paying for two classes on the 4th. - I cannot afford the $160 on my bill this month and was hoping Thrive would be able to issue me a refund and I could just pay for those two classes on the 4th. Let me know if you have any other questions for me, and I apologize for the inconvenience I may have caused yall. Thanks, [redacted]###-###-####Jessica Thrive Yoga<[redacted]@thriveyoga.com>Jan 17tome,susanPeace, [redacted]! I heard Becki mention your conversation-- from my recollection she had intended that you would contact your credit card companies to extend any bill payments that you needed to make... I can see how you would get that confused since it is a bit of an abstract suggestion to your inquiry. It is our policy that the only way that we give refunds is to a client account, unless we are at fault-- something like a cancelled workshop or series. Each refund that we do costs us money, so every time we return to a credit card it takes money away from the services that we can invest in for community. Unfortunately, by calling the company and listing the 10 class pass as a fraudulent charge, we now have an additional returned service fee on top of that! I would love to work with you to see what else can be done. The class charge on the 12th was from [redacted]-- [redacted] had registered her for a class that he and Sylvia were planning to attend, and it was automatically pulling from your 10 class pass because we linked her in as a family member sharing pass, as discussed previously. She was absent for that class, as well as the class on January 4th, so I removed them both from the 10 class pass (another system override), because I didn't want you to be penalized for the missed class. I am sorry if you felt rushed into the decision of the 10 class pass in any way! I thought that we had discussed it at length, and I apologize if you felt pressured in any way. I see that you paid for a total of 12 "Drop-In" classes between July and October at the $20 rate, both for yourself and for family members, which was why I had wholeheartedly suggested the 10 class pass-- it is sharable among family members, so you would have saved a total of $40 over that timeperiod if we'd been able to get you in with a class pass sooner. Please let me know how you wish to proceed. Yoga is such a necessity for living a peace-filled and balanced lifestyle in my opinion, and I have definitely felt the struggle in balance between paying for yoga classes and paying bills and expenses in my lifetime as well. If you truly feel that a 10 class pass is not worth it to you at this time then we will discuss further on the back end how to handle the situation with the "bounce" fee etc. Sending you much love and many blessings either way!Talk to you soon,Jessica   Susan M[redacted]<[email protected]>Jan 18tomeHi [redacted];Your credit card company has refunded your original charge of $160 for the 10-class pass and charged Thrive Yoga $15 for the dispute.I hope that this eases your burden.  I have put a note in your account to accept payments for classes on a per class basis and to disallow sharing of accounts between you and your family members.  This will make it very clear to the staff that we are in agreement you can take classes on a class by class basis with payment.  Our bank requires that you sign the receipt if you charge your classes to a credit card.I look forward to seeing you at Thrive!Namaste,Susan  [redacted]Rockville, MD [redacted]###-###-#######-###-#### From: [redacted] [mailto:[redacted].com] Sent: Tuesday, January 17, 2017 9:56 AMTo: [redacted]@thriveyoga.comCc: Jessica Thrive Yoga <[redacted]@thriveyoga.com>Subject: Re: Credit card chargeback [redacted]<[redacted].com>Jan 24toSusanHey Susan, I appreciate your efforts to deal with this issue professionally. I apologize for the inconvenience to you guys, and in retrospect,  probably would have been happy to pay the $15 for the refund in lieu of disputing the charge. Thanks again, [redacted]