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:08/01/2023

  Type:Customer Service 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.

  I have a 12 month contract with Renaissance martial arts for me and my daughter. My ex-husband was somehow able to contact Renaissance martial arts and manipulate them and access my personal account information including my account number and all monies owed. I am unsure as to how he was able to access my account information, all of my personal information, including my address, my debit card information the amounts everything. He put his card on file to pay for my daughters side because he did not want to directly give me cash. He did so without my knowledge or consent. I had no knowledge of him doing this. He had no prior conversation with me or nor did he ask me to do this. When I contacted ***** at Renaissance martial arts, she said that she was extremely sorry to contact *** at the front desk and again that she was extremely sorry that this should’ve never have happened that this was a privacy concern. My account information was not supposed to be accessed from anyone that was not myself or my daughter. I am concerned about my privacy and asked to whom could have possibly access my information. I am unsure as to why they allowed my ex-husband to access my information in the first place. When I tried to cancel my contract, I was told to contact membersolutions at which time I did, and provide adequate information about me moving out of the area. I was unable to be refunded. My money is paid for that month because membersolutions said I was supposed to contact Renaissance martial arts to cancel my contract although I had tried and got told to contact membersolutions. I got the runaround. Needless to say it’s now negatively affecting my credit and I had a negative balance in my bank account because they did not except the four proofs of address change that I provided. again I’m not sure how a company could allow someone such as my ex-husband to access my account information so easily and also how I can get caught up in a contract without hardly any way out.

  

  Business Response

  Date: 08/03/2023

  ******** came in and signed her and her daughter up for a 12 month program at our academy. While I was helping her enroll, she called her husband and told him that the monthly tuition was $305 for her daughter. This was actually the cost for them both and she joked about making him pay for her membership and called him several 4 letter words.  I completed her sign up and we even worked with her because she did not have the money right away. She recieved all her gear, gloves and gi as well as her daughter. A few weeks after they started training, her husband called to make a payment over the phone as he was in *******. He asked to pay for the daughter, which was a different total then what he has been told by ********. After this, ******** called me cussing because it started a fight between them. I let her know it was our mistake that *** didn't realize that they were going through a separation and thought he was just paying over the phone because we have parents and members do this quite frequently. I apologized and notated the account to make sure that it didnt happen again going forward. A few more weeks passed and I received a text from her that she was moving and wanted to cancel, I *** **** **** ********* **** ****** *** was not working so I sent her to the front desk and they advised her to call our finding company and turn in proof of relocation. She sent in a few things that showed she had a lease in another town. The account was refunded the last payment and canceled. We have not reported her to any creditor and her accounts have been closed out. I am not quite sure what else we are supposed to do in response to this complaint. I personally reached out to her via phone and text to ask her what else we can do to appease this situation, but we have done everything we can. I think we were inappropriately put in the middle of their personal affairs and I asked them to cancel her account due to the fact that she was so combative with our office manager over a honest mistake. I think she got caught having him pay for her membership and that made her very angry. If there is anything else I can provide to you, please let me know. Thank you.