Silvia Chen
August 5, 2019 17:23
They have a very sneaky and sketchy membership cancellation policy. They charged me for 3 extra months at $125/month and aren't refunding my money. The cancellation policy of needing to email a request 30 days prior to cancellation is only stated at the point of purchase, not on their website, not emailed, and even their staff isn't aware of it.
I checked their website, searched my emails and called their staff prior to membership cancellation and they told me I didn't need to do anything and they wouldn't continue charging me after my 6 months is up. This verbal confirmation doesn't hold, and now I am out $375.
What if someone wants to cancel years after they make the purchase? I only had 6 months and couldn't remember to specifically write a request for cancellation 1 month prior to cancelling. This policy should be posted on their website (without having to go through the motions of making another purchase) for full transparency or at least sent out at the point of purchase, so customers can reference their old emails. Especially if the staff is not trained to share this info.
I had enjoyed my time with Surya (besides how crowded it was) before this happened. I wouldn't recommend anyone get a membership at Surya purely based on principle and business ethics.