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:01/02/2024

  Type:Product 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 enrolled my son with hershey figure skating at the end of October. The 26th to be exact! I was charged $28.87. When I signed my son up I did not receive any information. I was expecting to receive more information so that I could come prepared with my son who, at the time, wasn't 3 yet. The only email I received is was the reciept. No email outlining details, dress code or really anything else. So I was confused and immediately started reaching out to ask more questions because of how young my son is. On the 1st of November I was charged again without my knowledge! This was bothersome because I started calling around on the 27th of October trying to get information and everyone at the Hershey arena talk as if they have no idea who the figure skating people are and they say that they have no way to contact or communicate with them. I continued to reach out to Hershey even now for assistance. With the exception of one Director, Hershey told me that because the figure skating company are a 3rd party company that cannot help me. So I kept calling around to different departments everyday until the 1st of November. November 1st I finally found a way to file a complaint. I did that and received a call from ******* and I was promised a full refund for both the last few days of October and all of November. ******* instructed me to send a detailed email to her and I did and to this day I have ONLY received the refund $47.06 refund from November. I have called her more than 5 times and have sent countless emails to no avail. We have no experience with skating and wanted to try something new for my son but instead we have been told that we cannot have our money back even though my son never took one class. He has never even stepped on the property or met any coaches. All that we are asking for is the $28.87 from October to be refunded and we will go away. We have been threatened with harassment charges if we continue to request a refund which is absurd.

  Customer Answer

  Date: 01/04/2024

  We have contacted our local police department and filed a report and we have also filed one with ***** township.  Corporal ***** & Lt. **** in ***** ******* Township and here is the contact number ************.  Officer ************************* from ******* Township Police and contact information ************.  Both precincts welcome your communication.  You are welcome to contact them and file a report of your own if you believe it is necessary.  We have provided all of the communication with The Hershey Co and with *******. It was also included in the reports.   I have also copied all of the communication here as well for your reference. 
  
  After their review, we have been assured that we are not harassing.  The statute is clear and I have attached it for your records. We have followed all of the rules/laws/statutes.  An annoyance is not considered harassment.   All of the email addresses were provided to me by a current employee and Director at Hershey Co and they are also public record on your site.   I did not obtain them illegally nor did I do anything wrong by contacting any of you.  We have displayed respectful, yet direct communication and have not in anyway showed violent or aggressive intentions. This is a civil dispute and no criminal charges would be filed.  Once again, I have provided a link to the law below for you review and records.  
  
  
  
  
  We have also contacted our attorney ******************* and his contact information is **********. 
  
  
  Once again, we are only requesting the Money from October 26th- November 1st.  That was $28.87. We were promised this refund on the phone by ******* on November 1st and then was denied when we became an annoyance.  We are requesting it because we did not receive ANY information about dress code or cost for skates or blades or if we needed to buy them or anything other than a receipt.    We immediately began contacting HFS because my son was only 2 and had finished a treatment shortly before and we wanted to do something special for him.  We in no way intended to ask for a refund but after the difficulty that we had and how Hershey told us over and over that HFS was not affiliated we did not want to continue.    We explained this to ******* and she apologized for the frustration and agreed to provide a full refund.  Which is why we are confused at her changing her mind once she became frustrated.  All of the emails are attached for review.  We welcome your communication to resolve this issue.  We are not criminals or aggressive people.  We are simply parents with a child that has been through a lot and wanted to do something special for him.  We had no idea we'd run into these issues.  For a 2 year old with no ice skating experience, all we wanted was information and before we were able to get any information we were charged again with no prior notification.  This has been extremely frustrating.  
  
  
  We have provided an example of another sport my son is involved in and how they provide clear direction as to what they child will need to wear/bring etc.   This is all we wanted! 
  
  
  I have also provided my call log that shows that ******* called me on November 1st after I filed a complaint. She is stating that we did not talk until 14 days after I filed which is also untrue  I have also provided my call log to show that I reached out to hershey departments day after day from October 27th. 
  
  
  
  
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  Thank you for your time and attention

   

  
  
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  Business Response

  Date: 01/24/2024

  Hershey Figure Skating Club is a 501(c)(3) non-profit organization, established in 1934, and is volunteer supported, and a member club of **** Figure Skating.  It encourages the sport of figure skating and promotes its growth under the general policies and objectives of **** Figure Skating.  With approximately 200 members, it operates figure skating programs for individuals of all ages and levels of interest, with a focus on high quality instruction, artistry, and enjoyment of the sport.  Hershey FSC cultivates an environment that supports and values good sportsmanship and volunteerism.  
  
  Hershey FSC prides itself on community involvement, with a range of activities including participation in local parades and community fairs, community fund-raising events such as local school fundraisers and local charity events, National Night Out, food donations for our community, and various free figure skating programs such as our annual Free Back-to-School Learn to Skate event, annual Free National Skating Month events (with more than 120 skaters attending in 2024), Free trial learn to skate classes, Free Homeschool & Cyberschool Learn to Skate 6-week sessions, Free Kindergarten Learn to Skate 6-week sessions, Free Mommy-and-Me Learn to Skate events, and the lowest cost of ice skating and ice skating classes in Central Pennsylvania.
  
  As *** ***** was advised on numerous occasions by multiple parties, on November 6, 2023, six days after the credit card withdrawal and eleven days after the online registration which she personally completed, she contacted HFSC advising she was not attending classes and requested a refund.  On November 6th, as a courtesy, she was advised that the November installment of $45 would be refunded and she would be withdrawn from class, which goes against our website information and which clearly indicates no refunds would be given after the start of the month.  As previously stated, the October payment of $10 nor the $17.50 registration fee will be refunded.  Again, as previously stated, the $17.50 is paid directly to your skating membership and cannot be refunded. Again, she has already received her refund of $45 and she has been withdrawn from any classes.  
  
  In conclusion, a refund of $28.87 will be returned to *** ***** as we are a community, good-faith organization, dedicated to the children and families of our community.  On December 31, 2023, *** ***** communicated the following to us, "My son is battling cancer and I am only fighting because it's not fair.  He is 3 years old and doesn't get to do thr smaething other kids get to.  He didnt even get to try this sport. That money means he cannot try another sport. I tried to do something nice for him but we didn't know anything.  I didn't know what he needed and because of his cancer like We wanted to make sure he was OK.  We did not wait to contact we contact you right away....  We haven't done anything wrong accept request a refund."  We hope this refund affords *** *****'s son the opportunities to enjoy a new sport.
  Consumer

  Customer Answer

  Date: 01/28/2024

  My son's health condition should have had nothing to do with the decision.  If indeed you truly cared about children our refund would have been initiated when we spoke on November 1st.  

  Thank you for providing the outcome that I have been asking for since November 1st..almost 3 months.  

  What a waste of time.