ComplaintsforDojo's Family Martial Arts, LLC

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called and cancelled my daughters membership at the beginning of August. I was continually charged $157 a month for August, September, and October. I called on November 8, 2023 and asked why I was still being charged. Dojos told me I was supposed to fill out a cancellation form and give 30 days notice. None of this was told to me when I called and cancelled at the beginning of August. They just said okay. During my November call they additionally said theyd continue charging me until I physically came in and filled out the form because it was in their membership agreement. I called my bank and disputed the charges. The Banker told me that is a common tactic used by gyms and fitness centers to scam people out of extra money and make it as difficult as possible to cancel.

  Business response

  11/09/2023

  Our call log indicates that our manager did indeed speak with ******************* on August 7, 2023. At which time it was explained to ******************* that we are unable to cancel memberships over the phone, by text, verbally, or by email, and that a 30 day cancellation form needs to be completed in order to cancel memberships. It was also explained to ******************* that once the form was completed there would be one final payment draft, which is also explained on the 30 day cancellation form that was never completed. By the end of the conversation ******************* made our manager feel as though the student may be coming back to classes, as it was understood that the student and parents hadnt fully decided if they were going to complete the cancellation form or not.
  
  Our membership agreements state that we require a 30 day cancellation form to cancel, that cancellations can not be made by phone, text, verbally, or by email, and that once a payment has been drafted there are no refunds for any reason. In addition, it states clearly on our membership agreements that the cancellation form is at our studio and must be filled out there, this is because our cancellation forms are carbon copy forms so that once completed we are able to provide a physical copy to the responsible party (in this case a parent), as well as keep a copy for our records. All of this information is detailed not only in the membership agreement that was signed by the parent of the student enrolled, and a copy given to them, but it is also on our members website and can easily be found at ******************************************************************* in addition to it being accessible through our members app.
  
  On November 8, 2023 our manager called ******************* back after receiving a voice mail from ******************* on November 6, 2023. During that call it was again explained to ******************* that the 30 day cancellation form had not been completed yet. To which ******************* stated that he knew nothing about the cancellation form. During this call ******************* got very angry and upset and stated that nobody reads the agreements. However, when we have students/parents sign the agreement forms we also go over them in detail, verbally explaining how our cancellation policy works. We are very transparent with our cancellation policy from the very beginning. Unfortunately, ******************* was not the parent who signed the agreement form when enrolling the student, however I can not state if ******************* was actually there when his child was enrolled or not.
  
  The only charges that have been drafted since 08-07-2023 were done on; 08-23-2023, 09-23-2023 and 10-23-2023. A 30 day cancellation form has still not been completed, however we are willing to forgo contesting the chargeback for the October *********************************************************** question, against our membership agreement policies.
  
  Contrary to the advice given to ******************* by his banker, we are not trying to scam anyone. Our membership agreement and policies are in place to protect both the consumer and the business, and it is actually quite simple to cancel a membership. Attached is the signed agreement in question,with certain information redacted for privacy.

  Customer response

  11/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

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