Loudoun Valley Yoga

4/10/2014Dear Ms. Home:I am writing this letter in response to a complaint that you received about my business. The ID number is   *As you can clearly see from the text provided on [redacted]’s purchase receipt, the package was to “Exp: 2/4/2014”. Furthermore, it...

also reminded her to “please note the expiration date” and that it “expires 2 months after the 1st visit.” In addition to her being notified about the expiration on the receipt itself, the expiration timeframes are annotated clearly on our pricing sheets online and in the studio, and I also told her about the state of her purchase when she made it on 1/5/2014.A 5 Class Package expires 2 months from the date of the 1st visit. [redacted] visited the studio on 12/4/2013 and 12/22/2013 without paying for her classes. So, when she came in on 1/5/2014 and purchased the 5 class package, I told her that we needed to reconcile the 2 unpaid visits and her package would expire on 2/4/2014.As a courtesy reminder to our clientele, our system sends notifications 14 days, 7 days and 1 day prior to a package expiration date to ensure clients are not surprised. [redacted] did not contact me when she received the 14 day or the 7 day notification. She waited until she got the notification on 2/3/2014 (1 day remaining) before she emailed me. As a goodwill gesture, I extended her package for an additional 1 week (2/11/2014) giving her ample time to utilize the 2 visits she had remaining. She did not respond to the email.On 2/19/2014, [redacted] came in to the studio to take a class. When I told her that her package was expired after the 1 week extension I gave her, she claimed that she did not receive my email. So, I resent the original email with the date/time stamp to show her the written notification.Once again, giving her the benefit of the doubt, I reactivated her package for the 2/19/2014 class and I gave her another extension. The text of that email on 2/20/2014 was as follows:  "If you can use it this week, I will honor it. Otherwise, the package will expire.  I typically do not honor ant extensions unless there is a medical condition and a doctor note restricting a client from yoga practice."She did not want to take advantage of the timeframe and wanted me to extend it yet again. It was at that point that I was no longer willing to grant her any further extensions. After that, her emails became quite unreasonable. If it would be helpful, I can provide copies of the entire string of email exchanges to corroborate the above description of events.Given the circumstances, I do not feel that I was at all unreasonable. I made multiple attempts to give [redacted] ample opportunities to utilize her classes, but she chose not to do so. We are open 7 days per week and have multiple classes each day, so there was plenty of days/times available.If there is any additional information that you need from me, please do not hesitate to contact me.Sincerely,

Review: I bought a 5 visit yoga pass for the classes. I was not told there was any time frame in which they had to be used. Therefore I was in no rush to get through them. I was laid off my job so I stopped going for a few weeks to clear my head. When I went back I was told that my passes had expired. Yet that was never told to me when I purchased these passes. I went back to my receipt that they emailed me and here's what it said:Dear [redacted],Thank you for your purchase. Below is your purchase receipt; please keep a copy for your records.Sale Date: 1/5/2014 - 10:43 AMSale ID: [redacted]Sold By:Owner15 Class Package (Exp: 2/4/2014) $69.00Subtotal:$69.00Tax:$0.00Total:$69.00Payment MethodAmount[redacted]/**$69.00[redacted] - [redacted]Authorization #: [redacted]Customer CopyWe appreciate your business - if you purchased a series, please note the expiration date.Please retain this receipt for your records. Thank you!Package must be activated within 6 months and expires 2 months after the 1st visit.You will see at the bottom it says it will expire 2 months after the first visit. Now she's refusing to let me use my last pass.Desired Settlement: At this point I will never go back to this studio. The owner has been unreasonable and quite frankly rude. I just want a refund for that last class of $10. At this point it's the principal that I'm mad.

Business

Response:

4/10/2014Dear Ms. Home:I am writing this letter in response to a complaint that you received about my business. The ID number is *As you can clearly see from the text provided on [redacted]’s purchase receipt, the package was to “Exp: 2/4/2014”. Furthermore, it also reminded her to “please note the expiration date” and that it “expires 2 months after the 1st visit.” In addition to her being notified about the expiration on the receipt itself, the expiration timeframes are annotated clearly on our pricing sheets online and in the studio, and I also told her about the state of her purchase when she made it on 1/5/2014.A 5 Class Package expires 2 months from the date of the 1st visit. [redacted] visited the studio on 12/4/2013 and 12/22/2013 without paying for her classes. So, when she came in on 1/5/2014 and purchased the 5 class package, I told her that we needed to reconcile the 2 unpaid visits and her package would expire on 2/4/2014.As a courtesy reminder to our clientele, our system sends notifications 14 days, 7 days and 1 day prior to a package expiration date to ensure clients are not surprised. [redacted] did not contact me when she received the 14 day or the 7 day notification. She waited until she got the notification on 2/3/2014 (1 day remaining) before she emailed me. As a goodwill gesture, I extended her package for an additional 1 week (2/11/2014) giving her ample time to utilize the 2 visits she had remaining. She did not respond to the email.On 2/19/2014, [redacted] came in to the studio to take a class. When I told her that her package was expired after the 1 week extension I gave her, she claimed that she did not receive my email. So, I resent the original email with the date/time stamp to show her the written notification.Once again, giving her the benefit of the doubt, I reactivated her package for the 2/19/2014 class and I gave her another extension. The text of that email on 2/20/2014 was as follows: "If you can use it this week, I will honor it. Otherwise, the package will expire. I typically do not honor ant extensions unless there is a medical condition and a doctor note restricting a client from yoga practice."She did not want to take advantage of the timeframe and wanted me to extend it yet again. It was at that point that I was no longer willing to grant her any further extensions. After that, her emails became quite unreasonable. If it would be helpful, I can provide copies of the entire string of email exchanges to corroborate the above description of events.Given the circumstances, I do not feel that I was at all unreasonable. I made multiple attempts to give [redacted] ample opportunities to utilize her classes, but she chose not to do so. We are open 7 days per week and have multiple classes each day, so there was plenty of days/times available.If there is any additional information that you need from me, please do not hesitate to contact me.Sincerely,