Response to Customer Complaint regarding Tru Ride Cycle Studio ClosureI 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, 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 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 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 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 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 complaintOn November 23rd, a short time after we had received this complaint and were given 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 referenceWe offered our Riders a FREE World Health Club Membership that included full use of their facilities and classes We offered only 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, 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 partnersI 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 accordinglyThank you, Dana R [redacted] FounderTru Ride Cycle Studio
Complaint: [redacted] I am rejecting this response because:Tru Ride has been closed and I have been unable to access their serviceWhile Tru Ride did attempt to provide alternative classes they were sporadic, had limited availability, and inadequateThis is not the service I purchased access toI have been mislead and their business practices are unfair as well as deceptiveAfter announcing several times that they would reopen Tru Ride failed to do soSince Tru Ride has every intention of reopening I am entitled to a refundThey are not permanetly closedI have been quite understanding and patient with the closureI am a separate client and therefore entitled to my own complaint and refund requestAll I ask for is a refund of my money for the passes I have been unable to useThis is the only resolution that I am interested inTru Ride seems completely uninterested and unwilling to come to a resolution at all in this matterTru Ride has not been open in monthsI have be unable to use my class passes Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: MsR [redacted] 's account is inaccurate in the detailsShe at no time indicated that a refund would be automatically forthcoming once she spoke to her partnersShe 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 faultIt was her landlord's faultWe 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 moneyI at no time threatened herAs 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 againShe never said that she would get right back to meIf 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 thisDespite 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 issueI 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]
Response to Customer Complaint regarding Tru Ride Cycle Studio ClosureI 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, 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 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 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 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 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 complaintOn November 23rd, a short time after we had received this complaint and were given 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 referenceWe offered our Riders a FREE World Health Club Membership that included full use of their facilities and classes We offered only 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, 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 partnersI 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 accordinglyThank you, Dana R [redacted] FounderTru Ride Cycle Studio
Complaint: [redacted] I am rejecting this response because:Tru Ride has been closed and I have been unable to access their serviceWhile Tru Ride did attempt to provide alternative classes they were sporadic, had limited availability, and inadequateThis is not the service I purchased access toI have been mislead and their business practices are unfair as well as deceptiveAfter announcing several times that they would reopen Tru Ride failed to do soSince Tru Ride has every intention of reopening I am entitled to a refundThey are not permanetly closedI have been quite understanding and patient with the closureI am a separate client and therefore entitled to my own complaint and refund requestAll I ask for is a refund of my money for the passes I have been unable to useThis is the only resolution that I am interested inTru Ride seems completely uninterested and unwilling to come to a resolution at all in this matterTru Ride has not been open in monthsI have be unable to use my class passes Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: MsR [redacted] 's account is inaccurate in the detailsShe at no time indicated that a refund would be automatically forthcoming once she spoke to her partnersShe 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 faultIt was her landlord's faultWe 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 moneyI at no time threatened herAs 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 againShe never said that she would get right back to meIf 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 thisDespite 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 issueI 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]