Business ProfileforSpeakeasy Yoga

I paid for a subscription and I couldn’t physically attend due to an injury. I never used the service and asked for a refund due to my circumstances. The company switched service for payment's. This is a deceptive move or

Hi Lisa, we are very sorry your experience and interaction with Speakeasy did not meet your expectations and that you are injured and unable to participate in classes like you told me in our text conversation on the morning of April 10, which we were not aware of this prior to that conversation. On February 10, you signed up for our Month Unlimited Auto-Debit membership that is a 3 month minimum commitment which is clearly stated on our website under the parameters of this pass located at speakeasydayton.com/purchase. This is also outlined again in the membership welcome email that you received and your account shows you opened February 10 5:19am, 1:24pm, February 11 7:40am, 7:41am, February 13 3:31pm, and 5:08pm. You signed up for class on February 19, 21, 23, 24, and 25, which you did not show up for. This was flagged by one of our teachers whose class you didn’t attend, so our studio manager sent you an email on March 3rd at 10:09am that read: “Hi Lisa I am the operations manager for Speakeasy yoga. I notice that you purchased an unlimited membership for our studio but have not made it to any of the classes you have signed up for. This membership is set to renew March 10th. This membership requires a 3 month commitment however if you purchased it in error I’d be happy to work with you.   Please let me know  Karina” We received no response. On March 29 you received an auto email from Speakeasy about our studio software transition and you responded to it which went to me on March 31, “please unsubscribe me from your mailing list” to which I responded the same day “Hi Lisa, you can use the unsubscribe button here (and circled where the feature is available).” There was no mention of the membership. I received a call from you on Wednesday morning, April 10. I was unable to answer the call so I sent the auto text response to please send your question via text. You shared with me you unsubscribed from your membership two payments ago, yet we received no response from you after Karina’s email on March 3 and at that time auto-debit memberships had to be manually turned off by admin via email request from the member with our former software system. You showed me your email receipt from your membership charge April 10 and a screen shot of my own email auto response you received which says that I do not manage memberships and to reach out to Karina at info@speakaeasydayton.com directly for her support. I tried to direct you to the new software system to cancel, and once you shared with me about your injury and i became aware you had not been able to use your pass at all, offered to freeze extend your credits you had paid for once you are healed and ready to come in, as studio policy states we do not issue refunds, this is listed clearly as well on the website with the membership 3 month minimum policy. It was expressed how unhappy you were with my offer to allow you to use the pass you had paid for at a later date, even though we tried to contact you on March 3 to work with you then before we heard from you at all, but did not receive a response to our offer. I know it can feel impersonal but unfortunately we cannot keep track of everyone’s membership use and it is not our responsibility to cancel renewals for clients if there has been no request submitted by them, as it isn’t up to us if you want to keep your pass or not. But we are always more than willing to work with clients like yourself when issues arise, and I feel that we attempted to do that in this situation despite our policies and your awareness of them. On April 10 after I could no longer continue to text while I was on a plane, we received a 1 star review on google from you: “I injured myself before I could start my classes. The owner did not work with me for a refund. She only told me “ I’m on vacation “ and can’t help right now. She continues to repeat the policy and not be human or considerate to my circumstances. Poor costumer consideration” which is disappointing as I was texting to try and help even though, yes, I was walking through an airport in another state, really because i didn’t want to leave you hanging as you seemed very frustrated! I told you my circumstances to try and relay that I was unable to help to my normal, full capacity, but that I’d love for you to get connected with the person who could help you best at the moment (Karina). I did not tell you this to try and brush you off, so I am sorry you felt so dismissed. I continued to try to help you once I reached my final destination as you were having issues, though the responses I received continued to be aggressive and threatening, and ultimately led you to leave this review, even after I refunded you $218 on the morning of April 11 for 2 of your monthly membership charges. It saddens me that this is the experience you had with Speakeasy and feel so strongly about it that you would leave reviews to damage our business and possibly deter others from coming to the space. We hold our clients in the highest regard and the customer experience is our number one priority so that all can benefit from what the studio has to offer in regards to not just the classes, but the wonderful community of people within it. I do hope you’ll reconsider and remove your reviews since I feel we did everything we could to try and rectify the situation and you received a refund of $218.