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| - I have been to CycleBar Henderson a couple of times. I went with my company as a team outing on two different occasions. (The company purchased three private ride certificates at a silent auction.) We were supposed to have a private ride both times, but there were strangers in our classes both times. I didn't organize the first ride, but when organizing the second, I asked about the privacy factor as we were using the ride as a team building opportunity, and I was told that there were many types of certificates given out and they were "unsure" of the type I had. The management stated that they hadn't blocked off the whole class time and would be unable to do so only a few days prior to the ride, so we wouldn't have the private ride we were promised. I had offered to scan over a copy of the certificate and the general manager, Gregorio, declined.
When I arrived for my group ride, I asked Robert, a manager, to help me choose a date for our third private ride and he stated that he would email me rather than helping me on the spot. I never received that email.
I really enjoy spin classes. They're a great workout and the instructors at CycleBar are very motivating. We were offered a $99 6 week unlimited class special. I purchased this, but asked for a deferred start date as I had other obligations for a period of time. Class schedules were not made available to me prior to my purchase and I am a very busy person. I need very early class times (5:00 AM) or a class in the evening (7:00 PM or later). I work long hours during the week. When I finally looked at the schedule, closer to the date I was actually going to start taking classes, I noticed that for a studio that specializes in only spin classes, they were limited on their class times. Their earliest class was 6:00 AM on week days and their latest class most days was 5:30 PM. This did not work for me. I called a couple days after my start date (5 days to be exact) to cancel and request a refund as it was something I could not use.
When I spoke to the person working, she said the manager, Robert, was unavailable, but that he would call me "soon". I asked when soon was, and she said "I don't know, but he's really good about calling people back." I wasn't satisfied with this because it didn't make me feel I was going actually get a call back.
The following day Robert called me from his cell phone telling me he wasn't in the office until the next day, but I was in a meeting, so I couldn't answer to talk to him. I called him the next day (we're now two days after my initial call), and he said that he was "locked out" of his systems in order to process a refund and he needed to speak to his corporate offices and see what he can do, but that a refund was unlikely. He also said that because we were already into the month, mind you I hadn't used the membership once, it was unlikely I would be receiving a refund. I told him that I tried to give them a few days to see if they would be adding classes to their schedule, but because they didn't, I decided to call. He said it would take two business days (we spoke on a Wednesday) to receive a call back from his corporate offices. That was on March 7th and I have still not received a call back from him.
The customer service is seriously lacking here. Their instructors are awesome, but their management staff are poor communicators and I feel that I gave them plenty of time to contact me. I am really disappointed in the customer service they provided to me and their lack of professionalism throughout all of my interactions with them.
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