Tru Ride Cycle Studio Inc

Please see message below regarding the complaint filed here.  Ms. [redacted] has never attempted to reach us personally for any resolve to her complaint.  Her mother has filed a lengthy complaint against us (reply below) and we have never been given an opportunity to offer resolution to...

Ms. [redacted] regarding her complaint with the Revdex.com.  Her statement is untrue and inaccurate, considering we have never had correspondence with her regarding her issues filed here.  If Ms. [redacted] had contacted us regarding her concerns or requests, we would have replied to her appropriately.  We have never refused to give Ms. [redacted] a refund as she has never personally requested a refund with us.Her statement is untrue. Ms. [redacted]'s mother has been in contact with us and we are dealing with her concerns only.  Her mother has never spoken of her daughter's demands for a refund and have no record of this in our emails with her mother. Ms. [redacted]'s statement that we have not taken any reasonable steps to meet the needs of our clients is untrue.  We have offered all of our clients FREE Memberships at World Health Club to help tide them over with their fitness routines until our new studio space reopens in 3 weeks from now.  We feel, though not ideal for all, it was reasonable to offer to our clients considering the unfortunate circumstances of closing our doors on our studio.  When we reopen, we are also our clients to ride for free for the first two months of our opening - we feel that this is reasonable considering the circumstances that are not ideal.Please refer to the reply below for more detailed information regarding Ms. [redacted]'s mother ([redacted]) filed complaint and our reply to her which will contribute to this reply to Ms. [redacted].   Response to Customer Complaint regarding Tru Ride Cycle Studio Closure. I am writing to offer explanation and our story to Ms. [redacted]'s email regarding unfair business practice. [redacted]  [redacted] [redacted] [redacted] [redacted]  [redacted] [redacted]  [redacted] [redacted]  [redacted] [redacted]  [redacted] [redacted]  [redacted]  Over the past year, we have been fortunate to have been approached by World Health Clubs to acquire our Tru Ride brand for their clubs in Edmonton.  This deal and contract was completed in July, 2016 and we have been moving forward to implement the first of many, Tru Ride Cycle Studios within their brand.  Like many new business transactions and build outs, there were delays.  We were originally supposed to be open in early fall and were pushed back because of delays within the World Health Renovations that were out of our control.  We are currently approximately 3 weeks away from opening our first studio space within the World Health Club Gateway location.  Ms. [redacted] has stated in her complaint that I, the owner had not replied to her email requests which is untrue.  There were prompt replies to her emails, just not agreeing to a refund, rather informing her of the opening plans and that we would be offering the first two months free for our riders when we reopen.I did speak of the difficult times over the past two years both personally and professionally with the business but did not carry on as it has been stated.  I informed Ms. [redacted] that I now had business partners and that decisions are not my own anymore.  The Tru Ride Studio that she purchased class passes for is no longer in business and the doors are closed.  The new Tru Ride Studio is owned and operated by World Health Clubs and the new division of Tru Ride Studio 2016 in which the new company name is listed in Alberta.  I did not refuse to give her a refund.  I told her that at that exact moment on the phone, I could not promise her that a refund would be given because I am not making 100% of the decisions with the brand anymore.  I told her that I would take this to the new partnership group and offer her a reply when I spoke with them.  However, I told her that I was at liberty to "top up" her classes and would be happy to do that.  This would ensure that Ms. [redacted] would have the majority of 2017 to Spin at our studio with her existing class passes, the fact that the first two months were going to be free and that I would top up her existing passes to create a lovely class offering to her to use at her leisure when we reopen in December 2016.  Ms. [redacted] threatened me with filing a complaint and I asked her if she would consider doing this before I was able to get back to her with answers from my new partners regarding her demand for a refund.Ms. [redacted] didn't give a chance for me to get back to her before she filed this complaint with you, the Revdex.com.  Very unfortunate considering the fact that I did reach my partners, and that they suggested that I refund her personally.  Ms. Androschuck didn't allow for me to get back to her with the information and filed the complaint. On November 23rd, a short time after we had received this complaint and were given 14 business days to reply, Ms. [redacted] took it upon herself to also create an [redacted] Account and a [redacted] Account and posted the attached complaint that she submitted to you on both of our Social Media sights.  These were quickly taken down and Ms. [redacted] was blocked from our Social Media accounts as well as my own personal accounts as I feel threatened by her and her actions she has taken on Social Media and has named me personally in her complaints.  This is not a customer that is looking for a resolution, this is a customer that is looking for revenge. Further to this, we received a Revdex.com complaint from Ms. [redacted]'s daughter who also has class passes remaining in our system.  Ms. [redacted]'s daughter, has never made an attempt to contact us personally or discuss her concerns with us before she filed a complaint a week after her mothers.  She has made statements that are untrue, as we have never been in communication with her.  Please refer to her file for reference. We offered our Riders a FREE World Health Club Membership that included full use of their facilities and classes.  We offered only 5 classes per week during this time because of working around the clubs own scheduled classes.  Our riders were able to partake in any class or class times, not only Tru Ride classes.  We did our best considering our unfortunate circumstances of having to close our doors.  We have kept our riders informed best we could with the information we could at the time.  Ms. [redacted] has stated that there was little to no communication.  We had communication when we were able to deliver information.  We are a small local business that struggled to get to where we are now and see a bright future ahead with our new partnership with World Health Clubs.  We have been extremely fortunate that our riders have stuck by us and have been loyal and accepting of our circumstances that were unforeseen at the end of our time in June, 2016.  We fought until the end with our landlord to come to a resolution but had no choice in the end but to close our doors.  We did not take payment for services after we closed our doors on June 30th.  Our payment processing online was shut down immediately.  Ms. [redacted]'s claim is incorrect.  Ms. [redacted] claims that we/I refused to give her a refund and that is untrue.  I informed her that I would need to take her request to my new partnership and get back to her after I did that.  She did not allow that to happen and filed the report with you and took to Social Media to tell her story.Unfortunate, when we in the end would have offered Ms. [redacted] a refund after speaking wth my new partners. I ask that all names be removed from this document if it is to be published - both Dana R[redacted] and [redacted].   I trust you will be in contact accordingly... Thank you, Dana R[redacted]FounderTru Ride Cycle Studio

Response to Customer Complaint regarding Tru Ride Cycle Studio Closure. I am writing to offer explanation and our story to Ms. [redacted]'s email regarding unfair business practice. [redacted]...

[redacted]  [redacted]  [redacted]  [redacted]  [redacted]  [redacted]  [redacted]  Over the past year, we have been fortunate to have been approached by World Health Clubs to acquire our Tru Ride brand for their clubs in Edmonton.  This deal and contract was completed in July, 2016 and we have been moving forward to implement the first of many, Tru Ride Cycle Studios within their brand.  Like many new business transactions and build outs, there were delays.  We were originally supposed to be open in early fall and were pushed back because of delays within the World Health Renovations that were out of our control.  We are currently approximately 3 weeks away from opening our first studio space within the World Health Club Gateway location.  Ms. [redacted] has stated in her complaint that I, the owner had not replied to her email requests which is untrue.  There were prompt replies to her emails, not agreeing to a refund, rather informing her of the opening plans and that we would be offering the first two months free for our riders when we reopen.I did speak of the difficult times over the past two years both personally and professionally with the business but did not carry on as it has been stated.  I informed Ms. [redacted] that I now had business partners and that decisions are not my own anymore.  The Tru Ride Studio that she purchased class passes for is no longer in business and the doors are closed.  The new Tru Ride Studio is owned and operated by World Health Clubs and the new division of Tru Ride Studio 2016 in which the new company name is listed in Alberta.  I did not refuse to give her a refund.  I told her that at that exact moment on the phone, I could not promise her that a refund would be given because I am not making 100% of the decisions with the brand anymore.  I told her that I would take this to the new partnership group and offer her a reply when I spoke with them.  However, I told her that I was at liberty to "top up" her classes and would be happy to do that.  This would ensure that Ms. [redacted] would have the majority of 2017 to Spin at our studio with her existing class passes, the fact that the first two months were going to be free and that I would top up her existing passes to create a lovely class offering to her to use at her leisure when we reopen in December 2016.  Ms. [redacted] threatened me with filing a complaint and I asked her if she would consider doing this before I was able to get back to her with answers from my new partners regarding her demand for a refund.Ms. [redacted] didn't give a chance for me to get back to her before she filed this complaint with you, the Revdex.com.  Very unfortunate considering the fact that I did reach my partners, and that they suggested that I refund her personally, out of my own money.  Ms. [redacted] didn't allow for me to get back to her with the information and filed the complaint. On November 23rd, a short time after we had received this complaint and were given 14 business days to reply, Ms. [redacted] took it upon herself to also create a brand new [redacted] Account and a [redacted] Account and posted the attached complaint that she submitted to you on both of our Social Media sights.  These were quickly taken down and Ms. [redacted] was blocked from our Social Media accounts as well as my own personal accounts as I feel threatened by her and her actions she has taken on Social Media and has named me personally in her complaints.  This is not a customer that is looking for a resolution, this is a customer that is looking for revenge.   Further to this, we received a Revdex.com complaint from Ms. [redacted]'s daughter who also has class passes remaining in our system.  Ms. [redacted]'s daughter, has never made an attempt to contact us personally or discuss her concerns with us before she filed a complaint a week after her mothers.  She has made statements that are untrue, as we have never been in communication with her.  Please refer to her file for reference. We offered our Riders a FREE World Health Club Membership that included full use of their facilities and classes.  We offered only 5 classes per week during this time because of working around the clubs own scheduled classes.  Our riders were able to partake in any class or class times, not only Tru Ride classes.  We did our best considering our unfortunate circumstances of having to close our doors.  We have kept our riders informed best we could with the information we could at the time.  Ms. [redacted] has stated that there was little to no communication.  We had communication when we were able to deliver information.  We are a small local business that struggled to get to where we are now and see a bright future ahead with our new partnership with World Health Clubs.  We have been extremely fortunate that our riders have stuck by us and have been loyal and accepting of our circumstances that were unforeseen at the end of our time in June, 2016.  We fought until the end with our landlord to come to a resolution but had no choice in the end but to close our doors.  We did not take payment for services after we closed our doors on June 30th.  Our payment processing online was shut down immediately.  Ms. [redacted]'s claim is incorrect.  Ms. [redacted] claims that we/I refused to give her a refund and that is untrue.  I informed her that I would need to take her request to my new partnership and get back to her after I did that.  She did not allow that to happen and filed the report with you and took to Social Media to tell her story.Unfortunate, when we in the end would have offered Ms. [redacted] a refund after speaking wth my new partners. I ask that all names be removed from this document if it is to be published - both Dana R[redacted] and [redacted].   I trust you will be in contact accordingly... Thank you, Dana R[redacted]FounderTru Ride Cycle Studio

Complaint: [redacted]
I am rejecting this response because:
Ms. R[redacted]'s account is inaccurate in the details. She at no time indicated that a refund would be automatically forthcoming once she spoke to her partners. She repeatedly offered to top up the passes as she stated repeatedly that she had no authority to refund the money.  She couldn't understand why I should be upset at paying for a service that I had not been able to use for a number of months as the situation was not her fault. It was her landlord's fault. We discussed that I didn't think what they had done was fair (being closed for so long and keeping my money) and that the only action on her part that I would be satisfied with was the return of my money. I at no time threatened her. As she reiterated that she had no authority to provide a refund I did say that I would consider making a complaint.  She said that if I decided not to file a complaint that I could talk to her in a month when her facility was scheduled to open, (which was again delayed) and we could talk again. She never said that she would get right back to me. If I had felt that she was being sincere and at all interested in resolving this, I certainly would not have jeopardized my chance of receiving my money back as that would have been an easier road than this. Despite her claim that she had spoken to her partners and they suggested to her that refund my money, at no point did she reach out to me once she knew in an attempt to resolve the issue. I see no resolution indicated in her response but as I have already indicated to her, the only resolution at this point for me is the refund of my money which she has had for some time.   Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:Tru Ride has been closed and I have been unable to access their service. While Tru Ride did attempt to provide alternative classes they were sporadic, had limited availability, and inadequate. This is not the service I purchased access to. I have been mislead and their business practices are unfair as well as deceptive. After announcing several times that they would reopen Tru Ride failed to do so. Since Tru Ride has every intention of reopening I am entitled to a refund. They are not permanetly closed. I have been quite understanding and patient with the closure. I am a separate client and therefore entitled to my own complaint and refund request. All I ask for is a refund of my money for the passes I have been unable to use. This is the only resolution that I am interested in. Tru Ride seems completely uninterested and unwilling to come to a resolution at all in this matter. Tru Ride has not been open in months. I have be unable to use my class passes. 
Sincerely,
[redacted]