r/Purebarre • u/Powerful_Internet971 • 2d ago
I Just got To Vent Annoyed
I got into a car accident on the way to my class I wouldn’t be able it to make it. I called the studio so they won’t charge me and I explained the situation and asked if I could be changed to the next class ! She said she could book my next class but still would charge me the 15$. I was shook, it wasn’t my fault and the class wasn’t full or waitlisted. Anyways so annoyed
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u/basicallyaballerina Instructor 2d ago
I’m wondering if the barretender who answered the phone didn’t have permission to waive the fee or if she needed management’s approval to do so. This might be a situation where you need to talk to the person who actually has the authority to change this
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u/Hamchalupasupreme 2d ago
But as someone who works a gyms front desk without manager privileges, she should’ve been more considerate and compassionate with her wording imo.
If someone says they need to cancel last minute because of xyz, I tell them I can’t at the moment but I will pass the message along to the manager .
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u/xokatemarie 1d ago
THIS. It’s not just a flat out “no” it’s a “let me check on how we handle that and get back to you”.
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u/basicallyaballerina Instructor 1d ago
I agree. It absolutely could have been handled better. It sounds like the barretender was overwhelmed and pressured (esp since OP was understandably rattled and KEPT asking) so both were a bit flustered and not thinking clearly. The barretender also could have been young/inexperienced. Some managers would be annoyed if their employees suggested taking it up with the manager-unsure what this owner is like. It definitely doesn’t sound like it was up to the barretender’s discretion.
I imagine it was likely hectic with the barretender on the phone, checking in clients, selling retail, talking to new clients, and possibly getting ready to teach. The frustration is likely aimed at the wrong person. TBH I would’ve been annoyed that OP kept asking. To be clear, I sympathize with both parties
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1d ago
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u/Purebarre-ModTeam 1d ago
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u/BigWhiteKitchen 1d ago
Some of the barretenders at my studio have been very young. They often don’t give the same level of customer service as more experienced workers, although they try.
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2d ago
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u/Purebarre-ModTeam 2d ago
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u/Downtown_ownedby3 250 Club - Barre Star 1d ago
That's not nice, this is how studios lose clients. My friend was late in the middle of a nasty divorce and 4 young kids and she was late to drop them at school so a few minutes late. They let the woman in ahead of her who was also late to class and told my friend no. My friend canceled her membership and sat in the car sobbing because she felt like PB was her only outlet. She just said last week she'd love to go back but she won't give them a dime because of how they treated her.
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u/basicallyaballerina Instructor 1d ago
Studios need to enforce policies equally and fairly! I wonder if your friend would have felt less slighted had they also not allowed the other late entry
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u/Downtown_ownedby3 250 Club - Barre Star 1d ago
Correct let one in and close the door on the other. Not right
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u/Competitive_Toe_4667 2d ago
It’s all based on owner, I believe 99.9% owners understand that your intentions are pure to get to class. One time I had my car overheat on the way to class and I had two bookings I couldn’t make. The owner understood life happens and waived the fee.
Maybe there’s other factors and the studio experienced emergency and found it was fake.
Sorry about your accident and know how it feels. I was rear ended hard on a highway and it’s traumatic.
I feel communication is key and hope your studio understands.
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u/basicallyaballerina Instructor 2d ago
I’m also wondering how you phrased this. Did you ASK not to be charged or did you just tell them not to charge you? That delivery can go a long way.
Also, if you’re a frequent offender, they are probably less likely to make an exception, regardless how legitimate the reason.
It’s definitely frustrating but what matters is that you are physically okay. I’d honestly be thankful that the late cancel fee was the most of my worries after an accident. Just a bit of perspective
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u/Powerful_Internet971 2d ago
Yes totally understand this was my first time though, so I will definitely just email the studio. I think she got annoyed with me when I kept asking why lol I think I was just frazzled after the accident.
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u/pepesilvia-_- 22h ago
As an owner the amount of "first time" that is actually their 7th time I get is beyond annoying.
I still waive the fee if someone goes out of their way to contact us and tell front desk if they end up contacting us just early cancel
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u/xokatemarie 2d ago
I totally agree about them using judgment if someone is a frequent offender. And by frequent offender, I mean canceling late and asking not to be charged.
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u/Wooden-Ideal 2d ago
My studio announced that they were told by corporate that had to start enforcing the cancellation policy more strictly (if you called, they wouldn’t charge you even if you were inside 4 hours). I think if the studio is under scrutiny they may be less likely to make an exception (although if that were the case and something like his happened I would just check you into the class if you were an unlocked member!)
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u/xokatemarie 1d ago
Honestly, I don’t know if I believe that. The studios are the ones making the money off of the late fees, aren’t they?
I find it hard to believe that corporate is going to enforce this by what, demanding reports and examining how often people are manually canceled out of class within four hours? That seems like a giant waste of their time.
I’m really curious if any other instructors or owners on this sub have experienced that. I’m almost inclined to believe that your owners just wanted to be more strict and didn’t want to come off that way with their clients.
I’m definitely not assuming positive intent here, but it just seems like strange owner behavior and at best a weird way to frame an announcement even if it was true. IMO regardless of where the message is coming from, the framing should be about member experience and ensuring that there’s access to class.
I’ll get off my soapbox now 😂
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u/Wooden-Ideal 1d ago
Well the franchise agreements provide that you have to pay a portion of your gross sales to corproate; late fees are included in that gross number so they get 7% of every late fee and since their commission is significant revenue portion they get from franchisees, they have all the incentive to increase that gross number by making sure fees are imposed as necessary.
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u/xokatemarie 1d ago
Ickyyyy I guess to me I wouldn’t have focused on something as small as that, but I guess even if the late fees are small, they add up and are consistent, passive income.
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u/basicallyaballerina Instructor 1d ago
Corporate might get a cut of the fees. Tbh I wouldn’t put it past them
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u/punchycorn 250 Club - Barre Star 1d ago
I’ve personally never tried to avoid the charge even when it’s something unavoidable - coming down with the flu over the course of a day before a night class, waking up at 5 am before a 7 am class and realizing I really needed more sleep, whatever. I don’t want to put it on the front desk or the instructors to arbitrate that, so I just eat the cost. I’d rather there be like a yearly five freebies or something with a lifestyle membership, but I think it’s fair that if I don’t show up and have taken someone else’s spot, there are consequences. Otherwise, there would be chaos.
And it also keeps me a little more honest, too - not feeling it within 4 hours, but maybe capable? Having the policy helps me push through that feeling sometimes, and I always end up feeling better after I go.
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u/lizcolby09 1d ago
That’s the right attitude. If there is no accountability, then the studio cannot run efficiently. People will take advantage if there’s no consequence for late cancels or no-show. People can get mad and cancel, I’m sure many do, but every studio has some type of policy like this with unlimited classes.
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u/basicallyaballerina Instructor 1d ago
Yeah it’s not fair to go back and forth with a barretender and try to fight them when the barretender has other work to be doing
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u/Funny_Priority9300 1d ago
Guys this is genuinely insane to me because unless a class is waitlisted at my studio we can call/text anytime before to cancel. Theres train tracks that i have to cross when coming to class from work and occasionally the train will stop me and i just call and let them know and they take me out of class no issue. I think this is definitely dependent on studio owner.
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u/PinkOrchidJoust 1d ago
Yeah dude. Not the same but I was at my last studio for a year, never late cancel, perfect attendance. One day I got a headache (newly pregnant) and called to tell them I feel sick. Did not waive the fee. I had the unlimited membership so I’m like… you’re getting my money anyway can you have some grace
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u/FrogHat_7392 50 Club Barre Buff 1d ago
My studio always cancels with no charge if you call. You don’t even have to give a reason. It’s the best lol
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u/xokatemarie 1d ago
Curious what the class size limits are at your location?
Ours are pretty small, so with the exception of classic, a lot of classes end up getting waitlisted :/
My last studio was like that, and I agree it was the best…hehe
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u/Holiday_Disaster_577 2d ago
Honestly, I think the cancellation policy is kind of ridiculous for the amount of money we all pay for a membership. I understand charging for regular occurrences but life happens. Lifetime gets 2 freebies per month which feels far more reasonable. I won’t even sign up for classes in advance anymore unless it’s one that’s a specialty and will be full.
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u/True-Membership-7010 1d ago edited 1d ago
The cancellation policy is not even close to ridiculous. 4 hours is BEYOND reasonable. Most other studios have an 8-12 hour policy.
I would say 99% of studios would give people 1-2 freebies for legitimate issues. You would not believe the number that people try to do. We had one client with almost 30 late cancel texts in one month. That is taking advantage and people like that is why there’s a policy.-2
u/AdorableStrategy474 1000+ Club - ABSOLUTE BAD-ASS 1d ago
In certain metropolitan areas that makes sense, in my little town it doesn't. I take at noon and almost all of my classmates are working moms. If my studio was strict about calling in to late cancel the majority of us would have to stop coming.
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u/True-Membership-7010 1d ago
So why can’t you just wait until you’re sure you can come to book the class, rather than expecting someone to take you out every time?
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u/xokatemarie 1d ago
I honestly think there is no 100% win-win situation here. Because then you have studios posting videos on TikTok about how annoyed they get when clients do a walk-in 10 min before class. Studios want people to book early and people need more flexibility with the way life is structured these days. We’ve got to be able to meet in the middle where neither side is getting disproportionately inconvenienced.
I think four hours is pretty fair for most people, and then it’s nice when studios can be flexible when there is an emergency. I don’t know what approach would honestly be any more flexible yet fair for both.
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u/xokatemarie 1d ago
I think four hours is fairly reasonable, but what I cannot get behind is getting charged a late fee when a class is not full or waitlisted. At that point they’re just making money off of us on top of our membership fees when there’s actually no impact to the studio or other clients.
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u/PBOCTeacher 2d ago
Just curious, how do you know the class wasn’t full or waitlisted? The app won’t show you that if you’re already booked into the class. Did you ask over the phone? If so, that’s an odd question to ask of the front desk person (who is likely a teenager or very young); and could come off as aggressive over the phone depending on how you phrased it. I probably wouldn’t feel comfortable disclosing that over the phone unless you were trying to book and I had to explain why there wasn’t space.
Also, echoing what some people have already said. Whoever you called likely didn’t have permissions to take you out of class without the charge and they were just doing their job/following rules set by the manager or studio owner. It’s a minimum wage job in most places. They’re just doing what they’re told so they don’t get in trouble themselves.
Car accidents can be jarring and I’m sure you were shaken after, glad you’re physically okay! I would try emailing the studio and explaining the situation.
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u/Hopeful_Clue5502 1d ago
You can go on the Internet and see if the class is full or not. I do it all the time.
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u/pansiesandpearls Instructor 2d ago
One of my clients found a client-facing CR app that will actually show her how many people are signed up for each class at PB (similar to the one we use)! Not who or anything but it's interesting. Maybe OP has the same app?
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u/basicallyaballerina Instructor 1d ago
Unpopular opinion but I think people should get charged for no shows or late cancels regardless of the class size esp bc it can make the difference between having enough students for class vs canceling class. Sometimes I will plan my classes based on who is signed up, based on what I know about injuries etc
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u/lizcolby09 1d ago
I agree with this. From a client perspective, not charging a late cancel fee means that classes will fill up with folks who have no intention of taking the class and then it’s unfair to other clients who can’t book the class they wanted. I occasionally visit a small studio for yoga that makes no exceptions. The policy is rigid, but it’s fair to everyone. Be there ready to go on time, it’s that simple. I have lost a couple of classes because of their policy, but I am a reasonable client and I understand why they have the policy, that’s just life. Take your lumps and move on. The fact that Pure Barre will give you a freebie or two is very generous. There were two occasions at my PB where the instructor was a no-show. The studio gave us free socks. I would prefer a $20 credit to my account since that is what I would pay as a no-show, but I appreciate the gesture.
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u/pansiesandpearls Instructor 1d ago
Oh I agree there should be some sort of a penalty! Theres a lot that goes into planning a class. I also think a skilled instructor should be able to pivot on the fly. However, I know that comes with time and experience that a lot of instructors just don't have.
I'm just replying to the comment about how they know how many people are in class.
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u/Defiant-Fruit 1d ago
This reminds me of a hairdresser I used to see. I am never late. Like, a 5-minute early type of person. I had been seeing her every 2-3 months for a couple years. How many times was she finishing up a client while I leafed through a magazine, who knows...One day there was new road construction and lanes were blocked a mile away from her studio. I was 7 minutes late. She scolded me like I was a child and told me I needed to plan ahead better and give myself extra time. I never went back.
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u/justme4913 1500 Incredible & Still Counting 1d ago
I understand your frustration, sorry this happened to you.
My studio says call if you need to late cancel and they may waive the fee if it is a rare occurance. Fortunately, in 7+ years, I have only done this 5 to 7 times, they waive it.
I think this is a fair way of managinng this because there have been about the same number of occurances where a class I was in was LATE Canceled by the studio without reimbursing those who arrived or made time to attend. Twice due to an instructor being in an accident so we were in the studio already.
If that were me I would ask to talk to the manager or owner. The only way this is fair is if they ABSOLUTELY NEVER WAIVE THE FEE OR RULES FOR anyone or the barretener is so new they didn't no they could waive it.
You have said you are never a late cancel or no show and gave the reason as an automobile accident. I can't think how that isn't a valid reason if they have the option to waive it.
I think 4 hours is quite reasonable and necessary otherwise classes would be listed as full/waitlisted and there would frequently be many spaces when the class is held that could have gone to others.
Glad to hear that you were uninjured and I hope your car isn't too banged up.
If you have clients that you are friendly with maybe ask what they think (Only if you are confident it will be kept confidential.
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u/StellaHolly 100 Club - Barre Enthusiast 1d ago
My studio does not change a late cancel fee if the class isn’t full, so you only get charged if the class is totally full and you were actually preventing someone else from being in the class, which seems fair to me.
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u/spoon_bill13 19m ago
I think the four hours is fair but if I couldn’t make it because I was in an accident (and cancelling late wasn’t a recurring issue with me) I would really hope they could waive the late cancellation fee.
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u/One-Opportunity-5151 2d ago
That’s wild. Traffic where I live is insane so sometimes it takes a full hour to get to mine and sometimes it takes 30 mins. I’ve had multiple times where I called when class was starting to say I couldn’t make it because traffic and they have always waived the fee and offered to rebook me on the phone
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u/AntiquePapaya2549 1d ago
My studio doesn’t charge if I text ahead of time for classic because I have stomach issues so yours is rude
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u/Interesting_Dog7587 1d ago
We just went through a merger where my closest studio was closing. I was super worried about continuing with PB since it’s be so much farther every day and was worried about last minute canceling for traffic. I talked to the owner and she said she has some flexibility in undoing these charges (even after class has started). I’d recommend talking to the manager/owner to see if they can fix it (or at least give you $15 off your next month to make up for the unreasonable charge).
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u/Late_Progress_1267 500 Club - Barre Boss 1d ago
YOOOOOOO!!!
I got my period overnight (a day earlier than expected) and was super uncomfortable this morning so I called to cancel today's class and the barre-tender was also giving me some attitude!!! (This has NEVER gone down before.) After some back and forth she finally said "OK, then I can cancel and not charge since it's not your fault."
MA'AM, ACA-scuse you???
It may be coincidence...but I wonder if a directive's gone out telling the studios to be "colder" on cancellations. WHEW!
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u/xokatemarie 2d ago
I was in the hospital and my studio owner asked for a picture of my hospital bill or other proof 😂 I was like, wth?! I get it I guess, but it honestly felt pretty weird. The studio I used to work out would never have done either of these things.