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Pilates Reforming New York
Posted on Tuesday, November 7th, 2006 at 11:38am CST by e5da0116
Company: Pilates Reforming New York
Location: 130 West 42nd Street
NY, NY, US
Category: Products, Services
Service: Reformer pilates classes.
Complaint: Despite a misunderstanding where the studio's staff member made a vague reference to a policy of the studio, the owner simply yelled and basically hung up on me when I asked for a resolution.
DETAIL: On October 29, I attended an open house for the studio. they offered a 50% coupon for the next class which I bought. The co-owner Ann Toran, handed me a brochure and said to go onlin to sign up for the
class. I was told nothing about the policies except I was to use the coupon within 7 days.
On November 3, I went to the studio for my 50% off class. when I arrived, I was told I was the only person signed up and could either cancel w/ no charge or buy another class if I still want to take the class. After 15 minutes of complaining that someone should have called or something before I got there andthat I should still be able to take the class w/o buying another class, the instructor and I decided I
would do 1/2 hour where she would not get paid. If I liked it, I could stay and buy another class. I agreed.
I stayed for 45 minutes and when I left the class, the front desk told me that I still had to buy another class. Since I liked the instructor, I thought "sure, I'll take at least one more class with her" so I bought another class for full price of 25$.
after I paid, I asked the front desk, "do I have to use this class within a certain time period, like 30 days?"she said, "you just did" I was utterly confused.
I tried calling management the next day. the woman at the front desk there said I should get a reimbursment but to speak with the manager on Monday, Nov 6.
On November 6, I spoke with management and they saidthey couldn't do anything since I took the class. I complained since no one had clearly talked about the policy and that they had added a surcharge which was not suppose to be added. They said, we can reimburse you for the full amount or the xtra. I said that I would like the instructor to be paid with the amount I originally paid with the 50% coupon and to please
credit my card with the extra amount I paid for the "other class".
an hour after I hung with the manager, I received another call saying that the owner said the instructor was already paid and they would not reimburse me.
I then asked to speak with the owner. she yelled at me, saying she didn't want to deal with me b/c she already knew I made the mistake. She put me on speakerphone so that "everyone" could hear me. After I said my peace, she picked up the line and said there clearly was a misunderstanding and that I should have read the policy on-line and what was supposedly written in the brochure (which was never mentioned to
me at the open house and which spoke of a "series" which I did not purchase). She yelled at me more saying that she had bills to pay and that she was not in the business of giving out free classes and that I
got a good enough deal. She yelled that the reason they have the policy is so that I would pay for the 2nd person who did not show. She also yelled that her staff should not have put me through b/c they know
that she gets too upset and would yell at me. When I asked her to stop yelling at me and to at least reimubrse me for the 15 minutes I missed out on she yelled, "No, you can get another class for half-off and that's it. NO DEAL!" She hung up on me w/o a resolution.
Based on her livid concern about her bills to pay and that my money should go to paying those bills, it was clear to me that she did not value me as a customer atall or even a potential customer who could have
purchased a "series" and instead felt slighted herself that she gave out the 50% coupons and only wanted to keep the money so she could "pay her bills". I have never made such complaint as this before and it
gravely upsets me how I was treated.
Desired Resolution: at least that people know that she is unprofessional and does not value her customers. I would also like the extra $28 (if not the full $41.08) reimbursed to me.
Thank you for your attention to this matter.