ComplaintsforBlack Swan Yoga

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi, I just moved from ****** to Santa **** a week ago, just to clarify. On Dec. 1, I decided to take advantage of Black Swan's $44 membership promotion, which gave me a month of unlimited classes. At no time was I informed I could only do this if I kept my membership (which in itself defies logic, because how does one know if they want to keep a membership until they...get a membership?), nor was I informed I'd be automatically charged the regular $88 dollars at the end of the month. A week before my out of state move, on Dec. 30, I received an email confirmation of an $88 autopay to Black Swan. I immediately contacted them- via email, because there are no phone numbers listed for the company as a whole on their marketing collateral, and all of the numbers I found online doing a search for corporate/businesses offices, didn't work or requested VM which I didn't want to do in this case). The response I received informed me that, "Thanks for reaching out to Black Swan Yoga! When you signed up for this membership at the promo code of $44 for the first month off they ask for a card to keep on file for auto draft since this is a monthly membership. I can cancel this for you and was allowed to refund your card on file this time."When, after 5 days I hadn't received the refund, I emailed to follow up on when I could expect it and was told within 10 business days. That was on January 5. My last email, sent Jan. 18, went unanswered for 3 days, and as separate email detailing the situation and addressed to company founder ************************* and her ******* studio, has yet to be answered. The response I received 3 days ago from the ****** studio said only that the refund shows as processed on their end and my enquiry had been "forwarded to management."Of the many issues I have with Black Swan, foremost is debiting my account in the first place. Now it's nearly a month later and I'm still waiting for my refund, which is a lot of money for me. This is unacceptable for a biz.

  Business response

  01/25/2023

  Hi there- 
  
  I just spoke with the client and sincerely apologized as there was an issue with our POS system. I did indeed ensure she was refunded properly, and as you can see from the screenshots we tried in the past but her refund wasn't showing on her side. She will be contacting BBB to remove the complaint.

   

  Thank you!

  Customer response

  02/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  04/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ive been getting charged for an online service that I didnt want for over a year. Black Swan Yoga Online has been withdrawing from my account against my wishes since March of 2021 even though the online support team has said they would cancel my subscription. They havent and they are still charging me to this day. Ive attached email receipts of all correspondence. As a resolution, I would like for BSY to cancel my online subscription and to refund the amount they owe since March of 2021.

  Business response

  04/27/2022

  Hi *********** - we are so very sorry that you have been dealing with this issue for so long! We do not handle the online support requests for bsy tv, as they are handled directly by Vimeo or the app you are signed up in, so we had no idea that you were having such difficulty. Thank you for bringing it to our attention! Upon seeing your complaint, we reached out to Vimeo to review the current process for handling cancellations. We have been assured that your account has now been refunded for a full 13 months of charges, and that it is in fact cancelled and you will not be charged anything else going forward. Furthermore, as an apology for the headache of having to request the cancellation so many times, our General Manager is happy to offer you or any of your friends or family here in Texas, a free month of membership at any of our studios. We hope you are happy with this resolution and if not, we would love to hear from you on how we can better be of service. Please feel free to reach us directly at ******************************!  Thanks and all the best!

• Initial Complaint

  01/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Over many years of going to this establishment, the staff have repeatedly burned wood indoors, a wood known as Palo Santo. This is indoors, in a fitness class/ environment that is focused on cardio vascular and heavy breathing exercise. Aside from the fact that all smoke, from any material, should never be released indoors at a public business, it has given myself and many others a specific, documented health and safety concern, namely an allergic reaction resulting in migraines, skin and eye irritation. I have politely asked them to cease this harmful practice, both to the instructors, as well as submitted my concern in writing to Black Swan Yoga through their official website many times over the last several years, and the problem continues, as Today (1/14/2022) as well as yesterday (1/13/2022) this substance was being burned inside the studio, forcing me to withdraw from class, to which I have a monthly membership which costs $88 per month. I ask that they respectfully stop burning material inside the business, and that the Better Business Bureau assist by sending them a letter outlining this issue.

*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. ↩