Is customer service really THAT BAD? I think I’ll be canceling.

I had a horrible experience with a particular studio and I reached out to Pure Barre via their helpline phone number and by submitting a ticket. Calling their helpline number takes you to an exponential fitness voicemail and of course, no one ever returned my voicemail. That was a month and a half ago. I also submitted a ticket, which I found out after submitting posts to a public forum on their website, which I’m super not happy about as I feel like that should definitely be disclosed, and I’ve never reached out to a company privately to have my concern posted publicly for all to see. They wrote me back with a generic response sending me back to the studio I was complaining about giving me the runaround for months then ghosting me while trying to join. When I followed up on my ticket asking for additional support, I was literally ghosted. It’s now been a month since Pure Barre corporate ghosted me, on top of the studio I was contacting also ghosting me, likely they don’t want to accept my Insurance pass, which is fine, but my issue is that they gave me the runaround about it and kept lying for months saying that they were going to sign me up, they just had to wait for the owner to do it.

Is customer service with Pure Barre really that poor? I have other locations that I patronize that I like but this experience has left a poor taste in my mouth to the point where I’m considering not supporting the brand at all and taking lifetime classes. I haven’t returned to a Pure Barre since this happened and I don’t know if I ever will even though I really love the work out