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Business Profile

Gymnasium

Silver Stars Gymnastics

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gymnasium.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

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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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Complaint type

  • Initial Complaint

    Date:12/17/2023

    Type:Billing Issues
    Status:
    Resolved
    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.
    Situation: The gym charges $504/student per month for gymnastic class for Excel Gold program. They failed to charge tuition to all 17plus students since September 2023 because they changed their vender of charing credit card for tuition. All of sudden they charged $504 X 4 months (Sept through Dec) on Nov 30 and Dec 4. These are tuition we owe. So I am not complaining. However, the way they managed to get money back all of sudden without advanced notice is a poor decision. Now they charged me again on Dec 14 for $504. This is a double charge and I need refund. But real issue is that the gym requested that all families submit credit card statement copy since January 2023 (11 months worth statement) to the gym so they can resolve the problem. I think this is unreasonable. Same issue is happening to 17plus other gymnast families. This business mandates that they hold family's credit card. They charge tuition whenever they want. They also charge whatever amount they want without our situation specific consent.

    Business Response

    Date: 12/21/2023

    ****** **** <********@gosilverstars.com>

    Silver Star Gymnastics- ****************
    4 messages

    ******* ***** <********************************> Tue, Dec 12, 2023 at 4:26 PM
    To: *******@gosilverstars.com" <******@gosilverstars.com>
    Dear ******,

    Due to a system glitch, your auto-settlement time was removed so your customer’s transactions that were pending never posted and fell off. Once the settlement was manually closed, it then resent out all the payments to your customers. They weren’t double charged for the same month; it was multiple monthly charges that then go pushed through.

    Your auto-settlement time has been fixed and you shouldn’t have this issue anymore. I do truly apologize for this inconvenience, and I appreciate your business and understanding.

    Thanks,

    ******* *****
    *** * ** ******* ********** | ******
    O ************
    F ************
    ********************************************** **** |  Irving, TX *****
    ********************************  | www.**************.com

    We had no control over what happen. We have been with the processing company for years. We ask for the records from the customers so we could reconcile the accounts so nobody would be over charges.

    Customer Answer

    Date: 12/28/2023

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because: this exact response had been already given to all gymnasts parents previously and this does not address my complaints. 

    regarding the statement,  the company representative's final answer is still pending because she is out of town. We are going to finalize date and time to meet.  

    Regards,

    ***********************

    Customer Answer

    Date: 01/09/2024

    I am so pleased to inform BBB that resolutions were made. 

    1. I finally received a statement of my account on January 9, 2024.  

    2. Silver Star Gymnastics will no longer hold consumers' credit card on file.   Starting January 2024, they will receive tuition in checks only, and then eventually Silver Star Gymnastics' website will be updated so that each family can pay for their monthly tuition from the website. Auto deduction by the gym was terminated permanently immediately.  

    3.  Although payment method will be limited to check payment only in the interim, this is a better situation than the past.  

    Silver Star Gymnastics and I had a meeting on January 5, 2024.  I am satisfied with the outcome and would like to close this complaint. 

Silver Stars Gymnastics is NOT a BBB Accredited Business.

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