Pure Barre

I look at the reviews on here (talk about bullies), and it all makes sense. I signed up for a free trial class Sunday October 1st, and left feeling embarrassed and unwelcome. I was told on the phone that I could wear my non slip open toes yoga socks. I got there and a very unfriendly teacher came out of the previous class telling me that for hygienic reasons she could not allow me in. It was the attitude and sourness that really got me. It had not been my mistake, and even if it were, what a way to welcome someone! I was forced to either buy a $20 pair there, not knowing whether I would sign up, or leave and try again. I don't think so! I was not mad at the very kind lady who made the mistake on the phone, but this is supposed to be a safe and stress free environment, and the teacher I ran into is not someone I want to take instructions from. I hope her day got better. As for me, Barre3 here I come! It seems they welcome bare feet, full socks, half socks, or at least willing to give you a break on your very first class!

Beware - they are jerks! I signed up for one month to see how I would like it. It’s not for me so I notified them and they informed me that they have to charge me for another 30 days because you have to give them 30 days notice to cancel. How can you give thirty days when you have to try it first before you know? I was going to dispute the charge and they are now threatening to ruin my great credit with collections.

I am a 40 year old healthcare professional who works out regularly. I signed up for Purre Barre classes in the beginning of 2022. I took a handful of classes and ended up getting a stress fracture of foot that took many months to heal. I was wearing a surgical shoe, used a scooter in the house & was non-weight bearing for some time. I was out of work in healthcare at least 5 months and My Dr. wrote 2 orders to indefinitely stop these classes due to possibly re-fracturing the foot. The owner here refused to work with me and refused to give a refund knowing the Dr’s orders and my diagnosis. The hospital I work at and my manager actually gave me 5 months off to stay off my foot so I would heal better. I am very disappointed in the way they treated me. It’s really sad to see how a business owner can be very selfish and not be empathetic at all towards someone who was injured during their classes. Very sad.I’m

Pure Barre in Houston heights has very few parking spots in front of the studio. There is always one class at a time but at any moment there are 4-5 employees there. It’s annoying because they stay there all day and occupy allocated parking spots so we always have to search in the busy neighborhoods and park in front of peoples houses. They give you attitude when you are late because you spent and extra 5 minutes searching for parkings! Have your employees park somewhere else and let people that pay for the classes park in the front spots instead! And maybe have a system for us to submit feedbacks to individual studios!

I started going to Pure Barre Classes back in Feb/March. I chose the Pure Start plan for $159.99. Which is a good deal. I was attending classes 2 to three times a week in the mornings. In June I had to freeze my account because I had to go back to work and I was to return around September. Yesterday, I got an email stating that they weren't able to charge my account. I emailed them to say I was no longer coming because I couldn't fit classes into my schedule because I work while my children are in school. They are trying to tell me that they are not going to refund my money because of their 30 day policy; mind you no one contacted me about renewing my membership prior. They just charged my card. Now they said they were going to charge me $89 for four classes and that would be my final charge. I checked my account this morning and not only did they charge my account. They charged me the FULL $159.99! I am going to contact corporate and file a complaint with this franchise. Because its like they are forcing you to keep your membership by charging your account. Shame on them

Canceled membership in March 2020, and they sent me to collections for a membership that I did not even use or step one foot into their studio; you know, because of COVID!. This is ridiculous. Best NOT to give them your credit card information! WALK AWAY and do online Barre programs.

I got 2 months free since gyms were closed and it was right before they transitioned to purebarre go and I got charged for the month of may despite there being no payment info on the new go account. I just want my money back.

I purchased two unlimited months, with no expirationI was not not able to activate the months or receive a refund, even after calling corporate In 2017, I purchased two, unlimited, no expiration, anniversary months from Pure Barre EsteroI confirmed with Jesse, the owner of Pure Barre Estero, that there was a record of the purchase and confirmed the fact that there was no expiration on the anniversary month purchaseThis was confirmed in writing by Jesse, the owner, in May of 2017, as she was selling her businessThis confirmation was extended to me as a part of the sale to the new owner Shannon FDue to family medical issues, I was not able to return until this FallWhen I reached out to the new owner, I received no replyAfter waiting a week, I contacted corporate asking for a refundAfter this, the owner then responded by off-handedly telling me she would give me a monthI sent her a return email telling her I had written proof and now wanted a refundThe owner then

$Check was mailed to client at her request Thank you, Lucy Gentry

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***To be clear the amount paid was $USD on November 2015. I understand that by choosing to accept the business response and subsequent crediting of *** *** *** that my complaint will be closed as resolved.
Regards,
*** *** per *** ***

Revdex.com:
I have reviewed the 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
Pure Barre refunded $to me, which was the pre-existing balance in my account separate of the disputed amount The disputed amount was due to the classes for $StPatrick's Day offer I had purchased I paid $and was told by the person at Pure Bare who sold the package to me that I was required to take the first class within days of purchase and each subsequent class within days of the previous class I took the first class within the time frame I was told I returned to take my next class within days of the first, and I was told I had to take all classes within days
I am a college student, and saving up to use pay for what looked like a good package took significant effort The student rate is $per class,so it appeared to be a nice discount As it is, I ended up paying $to take just one lesson, which is much more than what I would have been able to sign up to take one class! The way the course worked was not explained to me properly, and the only explanation I was given by the manager was that the employee who explained it to me was new
Paying me the $balance in my account does not resolve the issue The $balance was my balance unrelated to this dispute The issue is my paying $for a program that was not explained to me properly by Pure Barre's staff
Regards,
*** ***

Hi ***
I received your letter from Revdex.com, and I’m happy to refund your
$credit on your pure barre account. We are truly sorry for any inconvenience. The St Patty’s Day for $had a day expiration. Our new staff member, *** ***, started her position with pure barre this July 14, 2014.
We always post our expirations on our website, facebook, instagram and any other social media outlet we are using for regular package sales and promotions. Our paper receipts also print the expiration date at the time of purchase.
We hope you will accept our sincere apologies, and please let me know where I can send your check.
Sincerely,
*** ***
PB Summit
& Louisville

I purchased two unlimited months, with no expirationI was not not able to activate the months or receive a refund, even after calling corporate
In 2017, I purchased two, unlimited, no expiration, anniversary months from Pure Barre EsteroI confirmed with Jesse, the owner of Pure Barre Estero, that there was a record of the purchase and confirmed the fact that there was no expiration on the anniversary month purchaseThis was confirmed in writing by Jesse, the owner, in May of 2017, as she was selling her businessThis confirmation was extended to me as a part of the sale to the new owner Shannon FDue to family medical issues, I was not able to return until this FallWhen I reached out to the new owner, I received no replyAfter waiting a week, I contacted corporate asking for a refundAfter this, the owner then responded by off-handedly telling me she would give me a monthI sent her a return email telling her I had written proof and now wanted a refundThe owner then

Please note I have been in regular correspondence with *** on this matter and I attach in full all of the emails sent back and forth, belowAlso note he has never ever returned a phone call and despite giving him my cell number he has never called itHe called our main company line, a message
server, one day prior to filing the complaint which as you can see is days after receiving my response by email (also never replied to)*** consistently asked for fields to be moved around on the screen on the *** app in ways which was contrary to how every other client was using the app and only gave information on these requirements after the previous set of demands to modify the application were met by usThis turned into a very lengthy expensive custom development process for us for software which was purchased "off-the-shelf" after an extensive number of demos and self-trials and for which *** elected for the annual contract vsmonthlyDespite his election for an annual contract which per the contract is non-refundable I still offered 50% back which I believe is a very fair and generous offer after more than six months spent trying to meet his demands for software changes and customizations unique to his company and basically copying his previous spreadsheet layouts.I sympathize with ***' frustration but using language like "crap" in his email when software which was supposed to be evaluated and tested and purchased off-the-shelf has been customized, at no extra charge, to meet the client's specific requests, is equally frustrating, especially when the same client who sends back one liner emails saying our customized programming is "crap" fails to return any phone callsDespite this I am offering (as mentioned below sent 7/14) a 50% refund of what is essentially a non-refundable combined implementation fee and annual subscription.July 28, 2016Hi *** - I am just checking if you received this?Thankyou,*** On Jul 13, 2016, at 8:AM, *** iBE wrote:***,I understand your frustration equally I and my company have invested a huge amount of time, effort and money helping your to rationalize your data and rate structure (business consulting work delivered at no charge), loading up a ton of historical data, configuring and setting up the system, and then significantly rewriting the *** application to meet your requirements (some of which have caused confusion and annoyance with other clients of ours)While you consistently maintained that your requirements were industry generic this was not the case, every client is unique and different, and your insistence on having everything “exactly so” and unwillingness to change anything from current practices caused us to invest a huge amount of time and money into the project and ultimately undermined the implementation.Of note, despite repeated efforts I was unable to get you onto a phone call in the last four months to work together on resolving the issues, resulting in back and forth of emails which is never an efficient way to solve problems.Per the contract we have no obligation to refund your annual up-front subscription however in the interests of maintaining a positive relationship I will refund you 50% of the total costIf you would rather give us another chance to deliver an *** application which is satisfactory I am more than willing to do this but please can it be on the basis of an agreplan and communication strategy (e.gregular phone calls not just emails) between us. I am not convinced you need a tool beyond the spreadsheets you use today however I would be more than happy to discuss what other options there are for you if you wish.Sincerely,*** On May 26, 2016, at 10:PM, *** ***

Dear Ms***,Thank you for taking the time to communicate to us as to why our service did not meet your expectationsPlease accept our sincere apology for any trouble or inconvenience we have caused youWe appreciate your interest in the Pure Barre On Demand product that was designed to make
our Pure Barre workouts accessible to customers while traveling or when unable attend a studio class for other reasonsWe are regretful that you were not granted access to the Pure Barre On Demand service when you most needed itWe are committed to being better and more responsive communicatorsWe highly appreciate your feedback and have every desire to address your needs and provide the best solution available to resolve your issue as soon as possibleAs with any business like ours, the greatest advertising we can have is positive experiences, whether in-studio or online, and word-of-mouth from a satisfied customerIt is certainly our goal to retain you as a satisfied customerPlease expect $in AmEx gift cards to arrive to you to offset the $fee that you paidIf you have any other feedback that may help to improve our service, please share it with usWe value you and desire that you have the best experience possible with our company.Thank you,Stacy JG***Chief Financial OfficerPure Barre, LLC

Revdex.com:
Please re-open Complaint #*** as the system has automatically closed the complaint before the refund has been credited to usWe accepted the offer of a 50% refund from IBE on Aug and the complaint was automatically closedTo date we have not received our refund or been contacted by IBE, so if you could re-open the complaint and remind IBE they had agreed to refund us $USD (50% of the $USD we paid)Please do not close the complaint until *** *** confirms we have received payment from IBE
Regards,
*** ***

$15 Check was mailed to client at her request.
 
Thank you,
 
Lucy Gentry

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am unsatistfied in regards to the response since it did not address or resolve the poor customer service I received as a consumer.  I wanted a full refund on the classes that I paid for and wasn't allowed to take. I also want to add that I was not given a receipt outlining these conditions when the classes were purchased , this was charge on a debit card and I was informed at time of purchase my credits would be in the system.  The staff at the location where I purchased the classes admitted they too were confused on the terms and conditions.
Regards,
[redacted]

Review: I signed up for a one month membership for exercise classes at Pure Barre. When I originally signed up I was not notified of any type of cancellation policy. I had to call myself to find out what the cancellation policy was after I was charged a $20 fee on my credit card. At no point in time did I authorize this company to keep my card information on file. I had no prior notice that they would keep my card on file nor did I know they could authorize charges on this card without my permission. Due to these charges, my account was overdrawn and as a result I incurred $60 in fees from my bank. I was charged 2 cancellation fees. One of them was returned because I was originally signed up for a class at a different location. This was a technical error on my computer which did not allow me to see which class I was signed up since I was looking at the screen for the UWS location instead of Union Square. I called Pure Barre about this issue and one of the employees explained the issue and helped me correct the issue. She showed me how I could switch the locations so I would be signing up for classes at the correct location. Due to this issue, I was not able to see that I was signed up for a class at Union Square because I could only see the schedule for UWS. The second fee was for a class on November 20 which I did late cancelled because I did not feel well. In fact, I went to class the next day even though I still did not feel well because I did not want to be charged again. I almost passed out on Nov 21 and had to leave class early. Even though I was too sick to work out, Pure Barre still charged me $20. I can not believe this company would prefer for me to go work out while I am sick and risk being injured or hurt because I pass out.Desired Settlement: I have decided to cancel my membership with Pure Barre as of November 23. I paid $150 for a month, so I am asking that the prorated amount be refunded to me. My membership was paid until December 7. Refund for the $20 fee from November **when I was sick. Also the $60 bank fees I was charged when they charged my account without my authorization.

Business

Response:

The following verbiage is included on the auto-emails we send each time a client reserves a class or is added to the class from the wait list:

"If you can not attend your scheduled class, please ensure you cancel your class online 12-hours prior to the start of class. Failure to do so will result in a charge of $20 for unlimited clients or the loss of a class for clients using class packages."

This client's account indicates that she received 35 emails containing the above verbiage. Our cancellation policy is also posted on the screen of our reservation system.

She in fact only had two cancellation charges, one from 11/**and one from 11/**. The fee on 11/**was refunded after I spoke with her on 11/**, leaving her with a total of $20 in fees for 6 total absences - 11/**/13, 11/**/13, 11/**/13, 11/**/13 (another class time), 11/**/13 and 11/**/13.

We certainly make it our policy to exempt sick clients from the cancellation policy! We just ask that clients let us know via phone call or e-mail so we can remove them from the class.

All of our class packages and memberships are non-transferable and non-refundable as noted on the e-receipt. Also, we did not terminate the client's membership, she chose to not return. The November [redacted]fee was refunded on 11/**. If the client will provide proof of the bank fees we will compensate the client for those as a courtesy.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The day I was sick I did notify via email and was still charged for the class. I had to stop attending classes because I could no longer afford to be charged $20. Several times I signed up for classes were within a couple of hours of the class therefore it is impossible for me to cancel 12 hours prior to the class if I am not even signed up 12 hours prior to the class. This is not only an unreasonable request, but impossible.