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:07/19/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  TSMA Yukon- July 2024 After multiple contact attempts and messages left on voicemail, I was receiving no communication back when trying to cancel my sons membership. Within an hour of leaving a post on TSMAs ******** page informing them of the attempts, I was promptly called. I was told that a cancellation link would be sent via text once the call was over. The cancellation like was never sent. After waiting 2 more days the link had not been shared via text nor email. Once again reached out to **** via text and was told a link would be re-sent. Currently, Ive still not received a link and are no longer receiving communications back from ****. To say the cancellation process or lack thereof has been tough would be an understatement. It feels like its was intentionally drug out to continue to charge the account.

  Business Response

  Date: 07/19/2024

  Hello sir;
  The cancellation has been processed. I'm not sure why this is going to the bbb when your membership was cancelled already. Wednesday
  the 17th at 7:26 pm you spoke to us on the phone. Email went out at 9:11 pm. We didn't hear from you again until today 2 days later when you said you didn't get the email. 1:11
  pm you reached out via text; at 1:44 we sent a text stating we would resend the link. The link was resent at 3:05 pm. Again; I'm not sure why you feel as though this poor communication or that we are dragging anything out. It's been less hear from you again until today 2 days later when you said you didn't get the email. 1:11
  pm you reached out via text; at 1:44 we sent a text stating we would resend the link. The link was resent at 3:05 pm. Again; I'm not sure why you feel as though this poor communication or that we are dragging anything out. It's been less than 48 hours. As mentioned before; we have cancelled your membership; your next payment was not due until August first and you will not be charged any additional fees. (We also checked the records; we have not charged you any extra)

  Customer Answer

  Date: 07/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  1. This went to BBB prior to cancellation of the account. 
  2. Youre not telling the whole story.

  On Monday July 15th I called and left a message after 2pm with no return call. 
  On Tuesday July 16th I called and left a message after 2pm with no return call. 
  On Wednesday July 17th I called with no answer after 2pm and then in the evening made a post on your ******** (which has since been deleted), stating Id been trying to reach you with no luck, and after taking it a little more public I received a call back within the hour.  I was told a link would be sent via text and via e-mail. Neither of those ever made it. 
  On Friday July 19th I sent a text to the same number that called on the 17th stating Id not received the cancellation and was told it would be resent. After waiting and not receiving a link I then text again asking if I should still expect the link via text and or email. After a delayed response I came to the facility at 2:30-2:45PM where no one was at the front desk, so I left a hand written note asking for the link again. Immediately after leaving, I left a ****** review (a little more public again) and was sent the cancellation approximately 10 minutes within when the review was replied to by TSMA. 

  I really wouldnt have minded removing the complaint as the cancellation did finally happen. But, to not tell the whole story makes it seem as though I didnt try for a whole week to get the form/link. Calls, texts, ******** posts, hand written notes, ****** reviews and emails (that never came through) all to get the link, in fact would seem that the process was complicated. Therefore, Ill leave this here. 

  Sincerely,
  
  ***********************

  Business Response

  Date: 07/24/2024

  We do not have any missed calls from you on the 15th or 16th. Please let us know what number you were calling?
  The first call we missed was on Wednesday the 17th ; this call was returned. You stated that you didnt receive the email; we were not aware of that until you called. Again; we have the email thread that shows when the emails were sent. We cannot however predict where it will land in your inbox. Once you alerted us that you never received it (Friday) we sent it via text. 

  Friday seems to have been prompt. 
  you text us at 1:11 pm 

  you had the link text to you at 3:05 pm.. I dont feel as though this is by any means an extended period of time; nor do I find this complicated. 
  Feel free to leave your review up; as your criticisms are well noted. Thank you for letting us know where we can improve. Have a great day. 

  Customer Answer

  Date: 07/25/2024

  
  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.
  
  However, for the business to still state they didnt receive the calls is false. Although my call log will only retrieve to the 16th, if I need to submit a record from my carrier for the 15th I can do so as well. Please see the attached pictures to support the claim that the calls from the 16th did occur. And if possible would like to make viewable on the original complaint. 

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I have 2 cards on file for their services. They charge me a total of $40.00 each week for their services. I have moved out state and I have provided the proof of new residency. My son's last day of class was Monday August 28th. He has not been back since then especially since we don't live there anymore. I was told to contact **** whoever that is and she nor any other employee has contacted me about canceling my son's membership. I do not appreciate my money being stolen. I just want them to cancel. This is very unprofessional.

  Business Response

  Date: 09/22/2023

  Hi ******! 

  Please check your email for the proper contact information!

  I was shocked to see your complaint, as we don't make cancellation difficult at all! 

  We would love to speak with you! Your membership has been canceled. I believe the issue was we never received a cancelation form from you, so the membership stayed active. No we are not trying to steal form you or anyone else! I have personally cancelled the membership. 

  Please remember we can be reached at any time at ************ should you have any questions! 

  Business Response

  Date: 09/25/2023

  Hello, I reviewed a complaint from ************************* (complaint #********) concerning her cancellation . Here is the email response she received from the owner of the business:

   

  Hi ******! 

  My name is Coach *******, 

  I recently saw your complaint on BBB and wanted to take a moment to address some of your concerns.

  It is never our intention to miss charge anyone; I believe this is perhaps a miscommunication of some sort. From what I understand; you requested to cancel due to the upcoming move. To facilitate that we simply needed you to fill out the cancellation form; and send proof of move.  The reason for this is because we need to document your cancellation for our records. Also sometimes plans change, we have families in the past who intended on canceling but changed their mind, so we typically don't cancel unless we have the form. This is the easiest way to avoid confusion. Charging your account was not an attempt to steal from you as you mentioned; but simply our system running payments as it is supposed to until we go in and impit the cancellation form and proper supporting documents. In the complaint you also mentioned you had sent that ; but we never received. We also dont have any missed calls, texts , or emails from you, you may have an incorrect phone number. 

  To reach us anytime; you can call or text

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

  Or email 

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

   

  I have processed and over ride and cancelled your membership, I hope you all the best in your new move! Have a great day. 

  - Coach ************;

   

  As stated above, we never received notice of cancellation. The complaint is the first we herd of her wanting to proceed. We never received documents, nor did she fill out the cancellation. I have canceled her membership for her so the matter is now closed. We also received a phone call from ***************** apologizing for leaving the complaint.

  What do we need to do to remove this compliant? 

   

  -*********************************

  The Summit

  ************************ 

  Customer Answer

  Date: 09/25/2023

   
  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,
  
  *************************