Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business offers class packages. I have 12 classes left in my package. On Monday Jan 6, first day of the winter storm / water emergency in ********, I was signed up for a 6pm class, but cancelled due to the afformentioned city-wide issue. Since then, they have zeroed out my remaining class credits, so I can no longer book new classes.When contacting the business, they told me I owe them a cancellation fee before I can have my credits back. They were open, made their employees and customers come in to do hot yoga with no running water (I presume because they are in ************* limits they had no bathroom access for employees or customers, no drinking water, and anyone living in the city of ******** couldn't have showered after).They refuse to wave this fee, are calling it "my emergency" when it was a week long community emergency, won't give my credits back, and won't refund me for my remaining credits so I can take my business elsewhere.The fact that they were open seems like an OSHA violation to me. The fact that they refused to waive the fee for a community emergency is probably not illegal but is just plain disgusting. And the fact that they're holding the credits I paid for hostage feels like it should be illegal, but I'm not sure what the law would say. I need some guidance ******* entire correspondence happened over text, so I have records.

  Business Response

  Date: 01/14/2025

  To whom it may concern. On January 6, 2025, YogaSix was fully operational and conducting classes. Per ***** ******** contract, if you do not cancel within an eight hour window you are charged a $10 late cancel fee. Our classes are always weight listed, so if you do not give advance notice to cancel you are essentially taking up a spot that another client could take. She canceled within the eight hours so she was charged a $10 late cancel fee. She blocked the charge so her account is currently frozen until she pays the fee. That's how the YogaSix Point of Sale system works. If a client is delinquent in any type of payment, they can not book another class until they are no longer delinquint. ***** does not feel she has to pay, she feels the rules do not apply to her. I informed her that I have to be fair across the board, which is why we are very strict with the late cancel and no show fees. This is a fitness industry standard. Her contract is attached and in the contract it explains about late cancel and no show fees. Please let me know if you need any more information. Thank you.

  Customer Answer

  Date: 01/14/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** ******
  
  
  
  
  

  Customer Answer

  Date: 01/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this response does not resolve my complaint.
  
  First, I am a man (he/him). Secondly, to be clear, at no point was I charged anything and at no point did I block any charges. My credits were simply taken away. I had to call and then text this person (who still hasn't identified themselves, despite me asking over text) to get an explanation of what happened. At no point did this person offer me a WAY to pay and get my credits back. This still has not happened, even in the above response.
  
  This has nothing to do with "rules" applying or not applying -- The city literally declared a state of emergency and this business only cares about collecting $10, instead of caring for their workers and customers (again -- they made people COME TO WORK in a heated yoga studio when they had no water to drink, no working bathrooms, and anyone who lives in the city of ******** couldn't shower). It's a disgusting way to run a business. This is why I want to take my business elsewhere and would like a refund for my remaining credits. I've come here for over a year and RECENTLY bought this latest package -- I've never cancelled like this before, except for this CITY-WIDE emergency, and I've never requested a refund before. I've spent lots of money at YogaSix. YogaSix can take the $10 cancellation fee out of the refund they give me for my remaining credits.
  
  Regards,
  
  ***** ******
  
  
  
  
  

  Business Response

  Date: 01/21/2025

  Your opinion on how business owners run their business is neither here nor there. The business continued operations as usual and clients came and enjoyed their yoga classes. You signed a contract. When you sign a contract it means that you read and understand the contract that you signed. It is very clear that if you cancel within an 8 hour window you will be charged a $10 late cancel fee. Since this fee was not paid, the system does not allow you to book a class until the fee is paid. Your credits are still on your account, but the ClubReady system will not let you book until the $10 late cancel fee is paid. Once the fee is paid, the Point of Sale system will allow you to book a class. We do not make exceptions for anyone, because we believe it is important to be fair across the board. We stick to the contracts terms, therefore our integrity can never be questioned. ************* never declared a State of Emergency, that is a false statement. 

  Customer Answer

  Date: 01/21/2025

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  Both the city and the state were in a state of emergency. And again, you can't operate a business with no working bathrooms. These are all things you should know.