Complaints

• Initial Complaint

  11/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pack of classes at Urban Lagree on October 13th. The first available class that didn't have a waitlist outside 8-5pm working hours was on October 20th. After attempting to attend the class, the equipment used was not the best for my health situation. I emailed Urban Lagree to request a refund due to the complexity of my health issues and the fact that all beginner classes were consistently full during non work days I could attend. ***** at Urban Lagree would not offer a refund. She told me all sales were final and tried to convince me to attend another studio which did not work for my schedule.I reviewed the program with my primary care physician and he did not want me to continue the program due to my health issues (lower back/ear imbalance) flare **** I provided the note from the doctor to request a refund. Urban Lagree declined the refund and offered PT training. This is very expensive and not the service I signed up for. I also receive receive PT through my insurance for free.I am seeking help from the BBB because of the following reasons: - Urban Lagree does not offer ALL SALES FINAL in any of their purchase processes. (i.e. when you go through the order process, there is no indication all sales are final in the order process and on the receipt). - No acceptance of refund T&Cs are requested at purchase. - The only way you would know all sales are final is if you dig through the *** page. - Only the *** page indicates their refund policy which includes "injuries out of the customer's control"After providing a letter from my physician, they still would not refund the cost. If you could please work with the business due to my specific injuries and safety, I would appreciate it. This is simply unreasonable to ask me to pay more for PT when I already have insurance to cover it.

  Business response

  11/26/2024

  Dear BBB Representative,
  
  Thank you for bringing this matter to our attention. We take all customer concerns seriously and strive to ensure fairness and transparency in our policies and practices.
  

  Regarding the customers complaint:
  
  1) The customer purchased a non-refundable package of classes and this policy was clearly communicated under our FAQ/POLICIES section on our website: ***************************************
  2) The customer reached out 10/23 asking for a class credit back and then a full refund of the class package as the beginner class times at the closest studio were difficult for her to make.
  3) Urban Lagree responded on 10/24 offering all 6 beginner class times across ****** studios and also offering special assistance from a Master Trainer.
  4) We also offered on 10/25 to transfer the class package into 1:1 private lessons for the client that would be more accessible and she could schedule for a time that works for her. 
  5) On 10/25 the client responded and asked for 6 private classes at 40 minutes. Urban Lagree responded offering a pack of 4 privates. The original package the client purchased was $300 and 5 privates retail at $375.
  6) Urban Lagree never heard from the client until 11/19 in which she said her physician did not approve the workout and asked for a refund.
  7) The client originally purchased on 10/13. To provide a doctors note 32 days later and expecting a refund still does not follow studio policy.
  8) Urban Lagree has tried to work multiple times with said client to find a resolution and have even offered our onsite PT to work with her during the private class option.
  While we empathize with the customers situation, the non-refundable policy is in place due to the high demand and costs associated with offering these services.
  
  That said, we are committed to resolving this in a manner that aligns with our policy while showing compassion to the customer. As a goodwill gesture, we will continue to offer alternative solutions, such as providing private classes, extending the expiration date of the package to a timeline that works for her or the option to transfer her credits to another individual of her choosing. 
  
  Please see all attached documentation and let us know if further information is needed.
  
  Thank you,
  ***** *****
  Co-Owner
  Urban Lagree ***********

  
  

  Customer response

  11/27/2024

  Complaint: 22605518
  
  I am rejecting this response because: 

  1.  In Urban Lagree's email response on 10/25 it was stated that refunds are offered for injuries.  I provided a letter from my doctor stating I have health issues (includes lower back injuries).  This refund policy is also implied in your FAQs.

  2.  More importantly, at the time of purchase and the advertising through emails, website, and at the time of transaction, it should be clearly stated that "all sales are final".  It is not. There were no click through terms or references to the terms at the time of purchase.  Having terms buried in a FAQ does not make it clear what a consumer is signing up for at the time of the transaction.  I have a right under DTPA Texas law to request a refund for the service I purchased and I am not interested in a different service that would cost more at this time.

  I am asking for a refund under DPTA law as I did not know the terms at the time of the transaction in additional to providing a physicians note in reference to your refund policy in your FAQ and communicated on 10/25.  Please refund the $300.

  Regards,
  
  ***** ******

  Business response

  12/03/2024

  In response to the clients rejection. We hold our stance that Urban Lagree Fitness has clear policies that outline that no refunds are made. We make exceptions for those with injuries (in a timely manner). This will be updated in future terms and conditions to ensure this policy is CLEAR and clients do not take advantage of this business.

  If said client agrees to not make further damaging statements about the business we will settle this with a refund of $300. 

  This client is getting 2 classes comp'd that she took with the business that would be valued at about $30 per class. We will offer the full refund is client can agree to the terms outlined above.

  Thank you,

  Urban Lagree

  Customer response

  12/10/2024

  Complaint: 22605518
  
  I am rejecting this response because:

  Urban Lagree is saying I have 2 "comped" classes which is untrue.  I showed up for the first class, realized it was not a good situation for my physical health, and the instructor said it was no problem and she would inform the owners to not count the class against me as I did not stay for the duration of the class.  The class was not full.
  
  The 2nd class (I thought I had cancelled it) I was a no show and was charged $25 (receipt attached).  Therefore it was not "comped".
  
  Urban Lagree indicates I am taking advantage of their business even though I provided a *** note about my conditions.  Urban Lagree did not have terms and conditions noted at the point of sale and their policies are not clearly articulated at the point of sale which does not meet DTPA standards. 

  I did receive a refund of $300, thank you.  

  Regards,
  
  ***** ******

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