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Business Profile

Personal Trainer

Kinesthetic Unlimted

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Personal Trainer.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:10/16/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We had enrolled our daughter in toddler gymnastics with The Cave since Nov2023. We had been paying their monthly fees automatically online up until Sep when we needed to travel overseas before our daughter started preschool. During their summer schedule, we got charged multiple times outside of the monthly fees and as it got closer to our travel date, I pulled my credit card info from their website hoping they would stop charging us but I forgot to notify them we needed to un-enroll her - apparently their terms say we need to give them 2 weeks notice. We came home to $252 "outstanding balance" even though our daughter stopped going to their classes since Aug 13. My last monthly fee was deducted on Aug 2. I offered to settle the balance in the form of class credits. They declined and refused to settle and threatened to send it to collection. I'd like them to adjust the balance to zero since we have not taken a single class after Aug 13th.

    Business Response

    Date: 10/26/2024


    Our program is based on class enrollments. We strictly limit class sizes and our classes are generally full. If a student stops showing up to classes, we will reach out to ensure they want to remain enrolled in the class. ***** did not respond to any inquries about the bill, or about missing classes. We give families 90 days before we remove a student from a class because we have had many cases that our families are furious if we give up their spot in a class without their authorization. While ***** left **** enrolled in the class we were unable to enroll another student into that class spot. We tried to make contact with ***** on 7 separate occasions by email, phone, and text. We did not receive a response of any kind until October 7th when she called in to unenroll **** from the class. At that time she informed us that we should have known that she wanted to unenroll because she removed her payment information, and stopped showing up. We require notice of unenrollments to ensure that no one looses a class slot that they want to keep. With over ***** students in our program we can not make assumptions about their intent.

    We do our best to clarify these poilicies. All students must confirm the policies before signing up, and are sent the enrollment policies each time they enroll in a new class. ***** had every opportunity to contact us to cease the enrollment sooner, and simply did not respond to our inquiries. It is unfortunate, but we are unable to know her intent without communication.

Kinesthetic Unlimted is NOT a BBB Accredited Business.

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