Complaints

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/2019, purchased an annual membership for *************** for the amount of $880 through a promo that was offered to current members. Fast forward to 4/2021, reached out via email asking for options how to make use of the paid membership. The business' reply was the original TWELVE months is ONLY equivalent to FOUR months of service. Replied again, asking what else can HYI possibly do should I decided not to come back to the studio and if the package will expire. This time around, they added another month - total of FIVE months with no reply re: expiration. Recently on 3/19/2022, reached out once again asking for a full refund. HYI says they are unable to do so since the package has expired but is willing to honor the membership to let me use it when I am ready with an unlimited SIX month membership. Again, there was no communication re: expiration prior to this correspondence.Thank you for your time and effort.

  Business response

  04/06/2022

  We reopened the studio March 2021. Communications were sent that all packages were re-activated at that time. Furthermore, our policy clearly states the following:
  
  All service fees, memberships and class cards are non-refundable, non-transferable, and non-extendable. Specially priced memberships will not be extended, refunded or credited for any reason. Memberships and class cards are not specific to any location and can be used at any studio unless otherwise specified at the time of purchase. Location, availability, class times and styles are subject to change without notice and does not entitle the holder to a refund. Time-based memberships are committed to the duration selected at the time of purchase. Complimentary time, rolled over classes, bonus classes, or classes received at purchase have no monetary value. Class cards expiration dates cannot be extended. Pre-paid Ageless and Transformations Memberships may qualify, at the companys sole discretion, to renew at the preferred rate only if done on or before the expiration date and must be continuously renewed without interruption. Credits will not be given for a member's failure to use HYI facilities.
  
  We made an exception to our policy and offered the member credit which was refused. 

  Customer response

  04/08/2022

   
  Complaint: 16988948
  
  I am rejecting this response because:

  
  

  The credit they were offerring is not equivalent to the one year membership that was originally purchased, hence the refusal to accept their offer. 

  
  

  
  

  While they claim they informed members re: expiraton of the purchased package pre COVID, I was not part of the said communication. 

  
  

  Safety being in a hit and humid room with the highly contagious COVID-19 virus STILL at large is truly questionable. 
  
  Sincerely,
  
  *********************

*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. ↩