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:10/12/2023

  Type:Billing 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.

  ***** dollars for private lessons were charged to my account but were not performed by the business. We also paid a monthly fee of $175 for program that allowed 10 visits per month. Discussed with owner 10/4/23. The athlete, my daughter 15 years old was not given private lessons and the owner admitted that privates did not occur. The athlete also was not present for a good portion of time due to travel schedule, training, injuries/surgery and school. No receipts or monthly records of attendance were provided and no feedback or discussion on athletes performance, improvements or video provided. No approval given to replenish private sessions if they were used. We understood that our child/athlete was doing the month to month program and that we would be advised if/when a private session was requested occurred. The owner advised me today that private sessions do not occur. Furthermore he and advises that my daughter is not a hard working athlete because she was always on her phone and not working. This confirms to me that no private sessions occurred as he would be focused working with her and she would not be able to hold her phone while lifting, running, training etc. He advised that private sessions could not occur since he runs adult classes while she is in the gym and he is the only trainer present. She also had 2 injuries and a surgery that prevented her from training. She attended regular/weekly physical therapy with a different company. Also charges were taken from 2 separate accounts without my knowledge or approval. Owner was marking her time I the gym as private sessions with him at $70 each but they were never private and the he continued to purchase packages of private sessions without my knowledge or permission.

  Customer Answer

  Date: 10/20/2023

  No authorization was given to purchase additional private training. Only 1 package was purchased. Owner/trainer fraudulently took funds from my account. No prior consent or authorization was given by me.  No receipts or communication was provided. Per my phone conversation with **** (owner) he stated that he could never deliver private (one on one) hour long sessions to my minor child because he is by himself and unable to dedicate the time to training just her.  He said she would sometimes ask him a question and he felt that single question warranted charging an excessive fee and private training sessions without my knowledge, prior approval or consent.  My daughter was left to train on her own using an app.  **** also took money from 2 of my bank accounts without my knowledge.  

  Business Response

  Date: 11/16/2023

  Spoke to representative 11/15 and 11/16, they said complaint would remain open for response.

  The business never received a complaint about service or billing until a mistaken payment in October which was refunded immediately. The client wanted the convenience of having her daughter come to the facility at any time, whether classes were in session or not so packages were offered to accommodate. There appears to be a communication breakdown as to the original verbal agreement between parties. 

  The credit card dispute the client lodged with PNC was found in the business's favor after investigation. Sessions up until the June payment were utilized. Any remaining sessions on the client account were refunded to the client via check to her residence so the account could be zeroed out and closed for both parties. 

   Any further questions the client can reach out to the Optimum performance center.