Total Body Affinity

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] The reason I am rejecting the response is because the owner made several statementsAt this time, I am only addressing what I feel to be the most importantShe stated that she offered retribution but that I was entirely dissatisfied with any type of retribution at allSince I wanted to think over the options, I did not make a commitment on the spotI guess she misinterpreted this as unacceptableHowever, a new yoga class was going to be offered and I TOLD the owner that I wanted to give it a tryLater that day her husband called and told me I was BANNED from the facilityHow can I take advantage of "in house credits" under this circumstance? If necessary, I will comment on all other statements of which I have written proofThank you Regards, [redacted]

I am responding to the client rebuttalI do believe that if the client was satisfied with the type of credit being offered, then the issue would have been resolved that day, and would have never been carried this farIn the four years in business I have always tried to make sure my clients, especially regular clients are satisfied, often times bending the policies to do soOn a more personal note, I also don't believe I would cry over a client that I was able to positively resolve a matter withI very much enjoyed seeing this group of clients, unfortunately, with changes, TBA no longer suited their needs

[redacted] became a client of Total Body in October of 2015 when following an instructor from a previous business. Due to the request of the instructor, [redacted] was granted both October and November and December 2015 membership at no charge, and then again October 2016. Since then, she was an...

avid participant of group exercise classes, utilizing the monthly membership at $99 for approximately 8-10 classes per month, although some months attended more frequently. The monthly unlimited class membership contract applies to the fitness class schedule comprised of over 20 classes per week. The contract clearly states that the membership applies to ALL classes, and is non-refundable, non-transferable, requires 30 days notice to cancel. In July of 2017 the original class instructor was leaving, and another instructor already on staff was going to take over the classes. In October of 2017, that particular instructor canceled 2 weeks of classes without a replacement instructor. There were still close to 15 other classes running as scheduled. I? decided that for the ladies who ONLY took that particular class, that I would discount the monthly payment for the December month, to credit them for the 2 weeks they did not attend. The following month, the instructor announced he would be leaving at the end of November. Immediately I? received many complaints regarding his leaving, and several of the regular participants canceled their memberships (prior to December). [redacted] still attended 8 classes during the month of November which was in line with her average attendance. Many of the participants were not interested in having a different instructor and made it clear they would not attend, therefore, I did not continue to search for a replacement instructor. I was flooded with questions regarding the said “credit”. And began to handle the complaints on a case by case basis. Some of the participants attend a variety of classes, attending nearly 20 a month. Most clients received something, in-house credit, class cards, spa service, extended membership at no additional charge, etc. on the day of the instructors last class, [redacted] among others caught me at the front desk and was entirely dissatisfied with any type of retribution at all. According to her, she wasn’t even sure if she would be returning at all. She wanted 3 weeks worth of classes refunded to her credit card as her only option. Aside from complaints regarding the loss of class, the discussion became personal, including my payment arrangements with the instructor, our private conversations, how much money I made, options I should have given the instructor, and “threats” of how they will go elsewhere as long as they stayed together. I handled this as professionally as l could, apologizing for any inconvenience although restating the options. This was acceptable for some clients. I did feel as though I was being bullied unnecessarily and could not hold in a silly set of tears as the band of disgruntled ladies stormed out. Since then [redacted] has reached out a couple of times via email, which I have, to request her $75. Each time I responded with a similar response, that I was willing to make arrangements to satisfy those clients however this was unacceptable to her, and that contractually I did not owe her a refund to her cc, but was offering alternative options to make my clients happy. On a side note, her husband was also a monthly member until March 2017, but did not pay membership fees January of 2017, attended upwards of 8 classes, and payment was never collected.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
The reason I am rejecting the response is because the owner made several false statements. At this time, I am only addressing what I feel to be the most important. She stated that she offered retribution but that I was entirely dissatisfied with any type of retribution at all. Since I wanted to think over the options, I did not make a commitment on the spot. I guess she misinterpreted this as unacceptable. However, a new yoga class was going to be offered and I TOLD the owner that I wanted to give it a try. Later that day her husband called and told me I was BANNED from the facility. How can I take advantage of "in house credits" under this circumstance? If necessary, I will comment on all other false statements of which I have written proof. Thank you 
Regards,
[redacted]