CYCLEBAR

Terrible customer service and management. Ignored emails and phone calls about wrongful charges on our accounts. We froze our account due to COVID, and without our permission they unfroze it and began charging again. When we finally talked to someone in person they assured us all would be taken care of and refunded. They did not issue a refund and when contacted again by phone to confront them about the issue they lied and said it wasn’t taken care of because the manager was in the ER for several weeks. (A horrible lie to tell by the way.) When pressed on the issue, they admitted to us they would not issue a refund to us and that they would not allow us to continue to freeze our membership without a written doctors note, due to a policy they have that they did not make us aware of. A written doctors note during a pandemic? I’m sorry, but I shouldn’t need a doctors note to excuse me from contracting a potentially fatal virus during a global pandemic. It’s clear they care more about taking your money than anything else. Membership pricing is way too high for this kind of treatment.

I initially loved CycleBar. Even though it is pricey, I enjoyed the instructors and overall atmosphere of the workout. However, their customer service is extremely lacking in my opinion. They implemented a new change due to COVID of having the instructor sit in a plexiglass box during the ride. Unfortunately, the increased decibel level as well as the echoes of the glass gave me a migraine. I called twice on Monday to have my account put on hold until that COVID change is no longer needed. They never returned my messages and charged my card on Wednesday. When I called and requested a refund, they denied my request outright. These are really tough times on everyone financially, and there's no excuse to have this level of poor customer service. I am taking my business to a locally owned gym that cares about me as a human being and not just a dollar amount, and I suggest others do the same.

Do not go here. They only care about all of the different ways they can take more money from you. Few different reasons why they have taken advantage of us and our family:nn1. Bike rentals. So when COVID happened we decided to rent a bike. It was a flat rate until the COVID restrictions were lifted. But then after a month they changed their minds. Monthly price on top of what we already paid for the next 3 months. We decided to pay for another month and then take the bike back. We were then informed that if we did not return the bike ourselves at the end of the month we would be charged an extra month and 99 dollars for them to pick up the bike. We sent 3 emails over 5 days, but no response. We called and we were told that yes we needed to find a way to return it even though they said they would pick up for free originally. After calling more times we finally got to speak to the manager and they picked the bike up for free.n2. They said they would have free classes virtually when renting. Never happened. I think 2 months in they posted a few. Posted that on their Facebook for support but they deleted my post multiple times.n3. Account charging without permission. We went in April 2020 and told them to freeze our account until dec 2020. The girl at the front desk said sure we can do that. We ended up getting charged for may, but then the account froze. Fine whatever I guess they probably needed the month. The account then became unfrozen in September without our knowledge(no email, text, or call). We again tried calling, no answer. Did this many times. Sent at least 7 emails. Nothing. Got charged for October. So they we removed my wife’s credit card, and they found my account which didn’t have any subscription, but it had my debt card when I signed up for the 3 free rides, so they started charging that. More calls, more emails. Nothing. Finally found out when they were having class, they said sorry we will refund you and call you back to confirm. Nothing again. Went in person, they said yes we will freeze your account and refund you. Never did that. I called again on thanksgiving day, and they said they didn’t want to call back because there was no reason to give a refund. They said without me having any evidence for a proper refund, then I don’t get one. Was I supposed to record our conversations or get them to send me confirmation emails(which I asked for, but I physically can’t make them send me an email). I asked to cancel my membership and they said they did but I will be charged another month. Seriously?n4. Unclear guidance/rules/policies. I’ve been told that you can’t freeze for more than two months unless you have a doctors note or had COVID. But then when I asked about that on the phone the receptionist had no idea about that rule. So who knows if that is true.n5. Unequal treatment. We know someone that has a higher $$ membership than us. They were able to place their membership on hold and they were told that they would get refunded for being charged without their permission a couple months ago. They did this all through email. But we are ignored for some reason.nnI could go on more about how I felt I was treated in person or over the phone but that is just my opinion. I think the management doesn’t care about people, just the bottom line.

The owner was very pushy for me to sign up for a membership after my ride. She would not drop it and was flat out rude. She was not helpful at all when new riders, like myself, were trying to get set up for class. It was a packed class with many that had never ridden before and the instructor was trying to do it all with no help from her manager. I did not have a good first impression at all. Definitely won't be back.

Absolutely incredible experience!