When SoulCycle customer service fails

Here's How to Make SoulCycle Corporate Office Listen

A legal option that can get SoulCycle to listen — and get you compensated.

When customer service fails, you have other options to fight back.It is easy to feel like David fighting Goliath when taking on a company as large as SoulCycle, especially when they aren’t keeping their promises.

This is particularly true if the mistake was made by SoulCycle, and costs YOU money. With companies like SoulCycle, your user agreement usually means they charge you first and ask questions later. So, if a mistake was paid, you still have to pay for it–and then fight to get your money back.

Phone calls to customer service agents with no power to make any changes are frustrating. Emails that end up going in circles with automated messages and boilerplate responses are even more so. Requests to speak with someone at the corporate level with any power to make changes are often ignored entirely, or take too long.

So what options do you have other than to feel like a chump?

Use Arbitration to Settle Your Complaint with SoulCycle

Doing business with fitness corporations as large as SoulCycle can make you feel very powerless. With so many locations, managers, and executives it’s hard to feel like you can accomplish any solution when you have a problem with the company. What’s more, your user agreement with the company usually includes in the contract what is called a forced arbitration clause which is basically a way to prevent you from taking the company to court if something goes wrong.

However, what you can do is use arbitration. Arbitration is a great way to get a satisfactory solution for your problem with SoulCycle, without having to sue them. This works really well because it appoints an impartial arbitrator to your case, someone who is familiar with the situation and looks at the facts presented by both sides. No longer will the company be in charge of the outcome. The arbitrator makes a binding decision and what they decide, goes.

Arbitration is Fair, Just, Reasonable, and Transparent

Arbitrations handled by the American Arbitration Association® is an option which complies with the Statement of Principles of the Consumer Due Process Protocol, which means:

  • The process needs to be fundamentally fair for everyone involved and that means everyone should have a fair appointment of an impartial, competent, and qualified arbitrator who conducts fair hearings.
  • A reasonable standard is applied, so you all get access to relevant information, a good time for the hearing, a good location, and affordable cost.
  • The transparency standard means the arbitration agreements have to be clear, easy to understand, and include all the necessary information. They also have to give you and the other party the ability to hire representation.
  • An alternative to arbitration, which takes the form of small claims court and, in some cases, mediation, has to be available to you, if you choose it.
  • The process should be just, fair, and allow the arbitrator to award you the same outcome you could get in the courtroom, an award which is a legally binding decision.

Arbitration Gives You Leverage

Once you notify SoulCycle that you are pursuing arbitration, they now know that they might have to pay not just for the compensation but for the extra cost of the arbitration process. At this point companies become much more willing to consider settling so that they can avoid paying these unexpected costs.

However, there might still be situations where they remain inflexible or unwilling. In that case, you still have reasonable, transparent, and fair hearing options without having to spend any money. Our FairShake process will help you file for arbitration. It won’t cost you anything unless you win.

Leverage Leads to Faster Settlements

When you initiate arbitration you take away the advantage that SoulCycle has. They are no longer the big bad company that can dizzy you with poor customer service. Now, you and the company aren’t equal footing with a neutral arbitrator.

Leverage like this needs to be capitalized upon by formally raising your complaint with SoulCycle. At FairShake we help you do this. We send a demand letter to the corporate office to start the process of resolving your case before you file arbitration.We usually give them a 30-day window during which they can resolve your case before you file arbitration but the length of time required is based on the arbitration clause in your contract.

In about half of the cases, the headquarters will make an acceptable settlement during this time frame and the matter gets resolved without having to pursue arbitration.

But if they don’t make a reasonable settlement, the next step is to file your case with the American Arbitration Association. FairShake will put together all the official arbitration paperwork for you and guide you through the next steps.

Do I need an attorney?

The decision to get an attorney, if your case does go to arbitration, is up to you. It is not, however, a requirement.

In legal terms, if you don’t have an attorney with you that means you are bringing your claim “pro se”. If you decide that you want to go forward without an attorney, check out some information from The American Arbitration Association’s Pro Se Case Administration Team.

There are lots of common complaints people have with SoulCycle like billing issues which fall under very specific laws. Specific legal issues like these are easier to get high compensation for without an attorney. But for those things which have to do with personal injuries (especially lawsuits/complaints against injuries and equipment) or robocalls, something that violates a federal law, it might be in your best interest to have an attorney there to help you maximize the potential value of your claim.

What can I do next?

When you are ready tell us your issue with SoulCycle. We get the process started for you and help you get a solution. With FairShake, we take away the frustration of dealing with a big company and we offer a 100% satisfaction guarantee. You don’t owe us anything if you aren’t 100% satisfied with our service.

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