I loved each of my visits to your facility. All of the staff I met was very helpful and kind.
However, the business practices seem to be lacking in customer service. As a business owner for many years I am very disappointed in the practices at Pure Barre.
During my first month I was sick several days. When my first month ended all the left over sessions were removed from my account. I assumed, (yes I know the adage) that the sessions were removed from my account due to me scheduling and cancelling my classes, even though I tried to cancel within the 4 hour window I was told about.
In December the facility cancelled several classes. Primarily the 8:30 class I used. Also, during December there was family illnesses that required my full attention, and I only scheduled one class and missed it. In addition to removing a session from my account I was charged an additional $15.00. I could live with that, not that I liked it. However when my month ended, not at month end, my sessions were once again deleted. Obviously I missed the memo of this practice. This made my decision to cancel my membership, which I obviously still paid for in January.
May I suggest that you make sure that in the future you provide written rules to new members. I never received anything written about any of these policies.
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