Water and Rock Studio
🏋️ Fitness & Gyms · Philadelphia
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
poor service quality, lack of structure, and restrictive cancellation policy
Business threatened legal action over contract cancellation and instructor notification…
Business reply on Google
Hi Angela, we’re sorry you feel this way. We do expect our clients and students to honor their contracts, which we have always been very transparent about. Our instructors are contractors, and while most of them stay with us for years (including the one particular instructor that you stated you enjoyed the most), some of them leave sooner for other reasons, such as school or full-time jobs. We cannot guarantee the length of time that they will be with us. We are happy that you’ve enjoyed many of your classes with us, as you’ve stated, and can assure you that we do our best to maintain a business of integrity, wellness, and community for all of those who come. Best, Suzanne
Studio refused to cancel auto-renewal despite timely notification of intent.
Business reply on Google
Liz, we’re sorry you feel this way. We do expect our clients and students to honor their contracts - we are very transparent about that. We were also very transparent when we walked you through the contract step-by-step, and you willingly signed the contract because you wanted the discounted pricing. We have no intention of “cheating” anyone, but as a small business we do rely on being treated ethically by our clients and students, and have contracts in place to protect both our business and our clients. We have tried to resolve this through email, which you have refused.
The owner provided poor and condescending customer service.
Business reply on Google
We are sorry you feel this way. Please contact us to resolve this issue. Customer service is our #1 priority.
Business failed to respond to booking change requests and refund inquiries.
Business reply on Google
Sorry you feel this way. Please contact us to resolve this issue. Customer service is our #1 priority.
Staff member cancelled paid booking after overbooking the class.
Business reply on Google
In an effort to keep this event a positive experience for all attendees we do require a certain level of respect from registrants. We do not tolerate insults or rudeness towards to our business or our staff. We have policies in place to allow these event classes to run as smoothly as possible, and expect those wishing to attend to practice respect and kindness toward us, our business, the farm, and all staff and attendees. You were the first - and hopefully last - that we had to refund due to issues with this regard. We ask that you call us with any further concerns.
Difficulty canceling contract and aggressive sales tactics leading to collections
Business reply on Google
Kirsten we are sorry you left feeling this way. We apologize if you experienced our passion for helping people reach their goals as being pushy. We take pride in treating all of our clients and students with respect and kindness. We do what we love and have helped hundreds of people reach goals they never thought possible before. Your full billing, schedule and contract history is available to you in your account. We acknowledge your history with us and have made multiple attempts to resolve this issue. If you'd like to discuss this further you can contact us at 215-360-3085.