Lindsie Haben
April 16, 2019 19:36
This is my third review EVER and I have only done them to maybe help someone else avoid the experience I had and be informed.
I went in for my first intro class at Burn in Phoenix on 4/15/19. I was super excited after reading all the reviews and know it's a great workout. I paid the first class fee of $15 dollars and booked through the mobile app. When I got there 15 minutes early - I awkwardly waited a second before the woman at the desk and I assume the instructor, Tiffany, addressed me. I said it was my first class and the first question I was asked was "how did you hear about us?" I was pretty thrown off by that, not the usual "welcome" or "we're glad to have you." I said I had done Pilates right across the street and saw the business and decided to give it a try - and I seriously wanted to love it! I was doing my research - looking at monthly plans, totally ready to make Burn my next fitness studio. But, right after I stated where I had heard about Burn - she then asked me if I brought sticky socks. My stomach dropped and I did not. I had done so many intro classes at other Pilates and Lagree studios and the studios that require sticky socks are very, very apparent about it. They have it listed when you sign up and in the email you get after you sign up for your first class (which let me also note I did not get a booking confirmation email, nothing) I had to double check through the site to make sure it went through. I said I did not bring socks and she told me it was policy (understandable) but told me I could purchase some there, the cheapest was $15 - the cost of the class itself. I have done Pilates for 3 years 5-6 times a week and own more than a sane amount of sticky socks. After paying for the intro class (which generally business offer for free) and feeling very uncomfortable as the minute I looked concerned Tiffany stated "it was in the waiver you signed." I never signed a waiver - I signed up for the class, and it never said anything about sticky socks. I took screen shots of all the steps I went through and none brought up that policy. I decided I just couldn't justify paying for ANOTHER pair of socks and got more and more weary with situation and how it was addressed. I finally asked if I could reschedule so I could come back with my socks since this was my first ever class and this was never brought up to me by Burn but 15 minutes before my class. Tiffany stated "no, it was in the waiver you signed." And yes, I did decide to just walk out then and there. I was obviously not welcome and never had a worse "intro" experience with a studio. I'm sure it's an amazing workout and you get so much from it, but their policies are not upfront or clear and I was not treated kindly or as if my business was wanted and I'm not sure why. I've visited handfuls of fitness studios in the Valley and this is the first time I had ever felt the need to leave before class even began. Customer service was horrible - the studio itself seemed cute and clean for the 2 minutes I felt comfortable being there. Be weary, no one seems to talk about the cost but as someone who LOVES Pilates and fitness studios - THIS.IS.EXPENSIVE - for how much they charge I don't know why I couldn't just reschedule and come back with my socks for the sake of my business.