Complaints

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.

• Initial Complaint

  Date:07/31/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

   Complaint: 21664305
  
  I am rejecting this response because:

  If the intent of the business was to NOT cause confusion the instructors full name should be used.  I should also NOT have to proceed to another area of the website and search for coach description's to determine who's **** name is who's. 

  The classes for coach ***** were posted at the time of the dispute.  However, they were NOT posted when I signed up for the class (which was at the same time and day as coach ****** previous class - which prompted me to believe that it WAS Coach *****'s class).  

  It is absurd for a business to not work with the customer base when the request for a refund takes place weeks before the class begins and there is a waitlist.  The spot would have been easily filled by another.  I do not intend to return to this gym along with many of the other parents who left after the mishandling of this class and the mishandling of this coach.

  There is no need to bring up accounts of Insufficient funds - I do recall having to switch accounts for automatic payments.  You would think that might make a business think that a parent is doing everything they can to put their child through gymnastics class and be even more willing to work with them.  Especially in circumstances where there are other children available to take the spot causing no loss in funds for the company.  Versus to refuse refund for corporate greed.  I believe if the company is not happy with how insufficient funds are handled they should change matters moving forward.  I am not sure what the intention of bringing this into the response other than in an attempt to cause embarrassment? 

  I am not satisfied with the company response and believe I am due a refund of the money they are still withholding.  

   
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/05/2024

  Dear BBB:
  
  *********************** registered her child for our summer session on March 9, 2024. In signing up for the class she agreed to our Program Policies that same day (see screenshot attached).

  Our Program Policies (entire document attached) state: 
  
  Tuition: An active credit or debit card is required to register or to add your child to a waitlist for any class or program at RSG. For those enrolled in our shorter sessions (i.e.., one day classes/events/privates, camps, and month long, or fall, winter, spring, or summer sessions), your card will be charged, in full, typically on the day you register. Refunds or credits will not be processed in the event you wish to drop or cancel your enrollment.  
  Refunds and ********* No make-**** refunds, or class credits will be offered for drop-in classes or Open Gym, including for illness, but we will happily transfer you to another class with at least 3 days notice if space is available. If you registered for a session and can no longer attend, class credit may be issued with at least 3 days notice prior to the session's first class.
  
  ************ requested a cancellation on April 12th due to the coach not being the person she thought it was. RSG informed her that we would drop her child from the class and issue a class credit for the full tuition amount of $280. We offered a class credit in accordance with our policies.
  
  ************ is correct in stating that we had a waitlist for this particular class. However, we do not automatically enroll off the waitlist.  Those on the waitlist have an opportunity to accept or decline the open spot. 
  
  In regard to the instructor: the class she signed up for was listed as being taught by Coach *** (full name *****, but we call her "***" to differentiate between Coach *****) so there was no intent to falsely advertise (quite the opposite). Coach *****'s classes for the school year session were posted at the time of the dispute as "Coach *****".  Coach photos and bios are all available on our website here: www.readysetgymnastics.com/ourteam.  Instructors are not guaranteed as personal situations / schedules change, etc., and we periodically do have staff changes.  However, our classes follow the same ****** plan so that there is consistency among the classes.

  Additionally, her child was also enrolled in a School Year Session with Coach *****.  She enrolled in November 2023. Our school year session classes are billed automatically at the beginning of every month, which is also outlined in our policies that ************ agreed to. Since she had a $280 credit on her account when May billing was done (on May 1, 2024), it came out of that credit. She now has a $180 credit on her account.
  
  Her credit card declined on February 1, 2024 and April 2, 2024 due to insufficient funds.
  
  We are charged transaction fees with every charge or refund, so we try to limit the number of refunds we process to save on these fees.  Additionally, we pay staff hourly so every customer exchange also incurs a cost.
  
  Due to doxing concerns if any of this information is going to be presented in a public facing forum, we request that ******************************* name and information be redacted.  She is our administrative assistant and was simply reiterating our policies that were put into place by the owners.   
  
  We defer to the BBB whether or not a refund is warranted, but we believe we simply just followed our policies that the customer agreed to upon registration. 
  
  Elsie ******* *****, Founder
  Ready Set Gymnastics LLC
  Tel: ************
  Email: *************************************