N GH
Google
Questionable Billing Policies and Poor Management
I have been using Triyoga Camden for 4 months, so my review would be fairly accurate. The centre is impressive and the classes I've attended (pilates and hot yoga) are relatively well run.
I had two recent issues which left me disappointed, particularly given the ethos of yoga and Triyoga is being mindful, whole, and I expect (perhaps wrongly), being honest.
// Incident One - Unprincipled Demand for Doctor's Note
At the start of November, after buying ad hoc classes, I bought a 3 classes a month pass for £77. On the eve of my last class for that month, I fell ill with a virus. I called in before the 4h cancellation window and was told my credit would be intact.
However, as this is a month's pass, and I was at the end of the month, I asked if it would be carried forward. Shockingly, I was told they would need a doctor's note.
In my 12 years of working in London, including in very demanding jobs, no one has ever asked for a doctor's note when I called in sick. But to me, if they were happy for me to keep my credits, why would rolling over to the next month suddenly require a doctor's note. I have a cold/virus, which would simply require rest - why require me to see a doctor?
I was told to write in, which I did, but have not received a reply.
I know they run a business, and businesses must have policies. But if you'd allow me to keep my credits for illness because I cancelled in time, I can't see why allowing me to rollover the credits for that one class would require me to visit a doctor.
Also, why be so binary? Why not charge half the credits for a rollover? Yes, you are a business but there are fair ways to meet in the middle.
// Incident Two - Unauthorised Rollover, Unhappiness Front-of-House
When my pass ended, I suddenly saw a charge on my credit card for £77 for the next month. I am 90% sure I didn't sign up for an auto-renew - so this is likely to have been an unobvious clause in their original subscription.
Nevermind that - I wrote in and called. The respond I got on the phone suggests it is poorly managed. The staff I spoke to was upset, frustrated and had no time for my query. He said he had forwarded it to the manager and he has no idea when a reply would be given. I don't blame him - I suspect he has a dozen such calls, but I don't think it is right to be left to front-of-house staff to fend for themselves.
It is a simple point - if the customer has an issue, someone should be able to respond. And the front-of-house should be able to say with confidence "you'll get an answer within 48 hours". Instead, I got: "I don't know when, I can't tell you; the manage isn't here and I don't know when they will be here."
I went on my account and there didn't seem to be a way to challenge a charge, or to cancel my subscription, which now seems to be on auto-renew forever. This is extremely worrying. I know of few people who don't have work travel, leisure travel, or other commitments so as to be able to attend classes every month without fail.
I find the lack of a channel to challenge or cancel subscriptions deliberately opaque - given Triyoga has been around for long, it must be assumed to be intentional.
Pair that with the lack of response from management.
See the picture - there is nothing on the dashboard that allows you to click and cancel. And when cancelling is at the discretion of the manager or your persistence ... where does that leave us?