Complaints

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• Initial Complaint

  Date:09/25/2025

  Type:Order 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 am filing this complaint regarding Coastal Realm Gymnastics refusal to release my child from a year-long contract due to a documented medical condition. My daughter, Neviya, was recently diagnosed with a condition that medically prevents her from continuing gymnastics for the remainder of the ******** season. I provided the gym with medical documentation confirming this.Despite the medical necessity of her withdrawal, Coastal Realm Gymnastics is insisting that we pay the remaining $1,338 in team fees, stating that these funds have already been "allocated" and are "non-refundable." They have agreed to waive the tuition portion of the contract (approximately $892.50), but are demanding payment for services and events my child will no longer be participating in or receiving benefit from.We believe this is unreasonable and unfair. We are not "choosing" to break the contract we are responding to a medical condition that affects our childs health and physical abilities. We feel that we are being punished financially for circumstances that are entirely out of our control, and that the business is prioritizing sunk costs over ethical and compassionate treatment of its customers.Additionally, at no point were we made explicitly aware that early withdrawal, even in the case of legitimate medical issues, would result in full financial liability for prepaid costs. The contract language is vague and leaves too much room for subjective interpretation of what constitutes an extreme circumstance. This lack of clarity is now being used to enforce a financial burden on our family, even though our child will not participate in the season.We respectfully request that Coastal Realm Gymnastics waive the remaining $1,338 balance, given the involuntary and unavoidable nature of our situation. We should not be financially penalized for a medical issue, especially when we have acted in good faith and provided the necessary documentation.

  Business Response

  Date: 09/26/2025

  To Whom It May Concern,
  

  Thank you for giving Coastal Realm Gymnastics the opportunity to respond to the complaint filed by the Bhama family regarding their ******** team contract.
  First and foremost, we want to express our sincere empathy for Neviya and her family, and we truly hope she experiences a smooth and full recovery.
  
  Contract and Program Context

  We would like to clarify a key point in the complaint: Neviya is not a participant in our gymnastics program. She is a member of our cheer program, which operates under its own team structure, contract, and fee model. The family signed a 12-month cheer team contract, which includes the following clause:
  

  In all but the most extreme circumstances CRG does not allow the breaking of your yearly contract. However, if your family or your athlete decides to break the contract before the completion of the ******** season, ALL remaining fees and 50% of remaining tuition will be due.
  

  This clause ensures the stability of team operations, as significant expenses (competition fees, choreography, uniforms, etc.) are paid upfront on behalf of each enrolled athlete and are typically non-refundable.
  
  Medical Documentation and Program Flexibility

  While the family stated in their complaint that Neviya was diagnosed with ****** disease, we want to note that the doctors letter submitted to us did not name any specific diagnosis, including ******. The note recommended avoiding high-impact activity but left room for interpretation.
  

  That said, we are familiar with ****** disease and currently have multiple athletes in our programs with this condition, including in cheer. These athletes continue training with individualized modifications based on medical advice. While they may not compete during recovery, they often continue participating in practices and team-building, preparing for a stronger return.
  

  Given the flexibility built into our programming, we did not find the condition to rise to the level of an extreme circumstance warranting a full contract release under the terms agreed upon.
  
  Our Response to This Specific Case

  Despite the above, and in recognition of the familys circumstances, we offered significant accommodations beyond what is contractually required, including:
  1. Waiving $892.50 in tuition, which would typically be owed under the contract.
  2. Offering to reduce the remaining team fees from $1,338 to $800, despite those costs already being allocated on ******* behalf.
  This brought the familys total responsibility down from $2,230.50 to $800, which is less than 40% of what is contractually owed.
  To be clear, the team fees reflect actual expenses already incurred for Neviyas uniform, competitions, team events, and registrations. These are not charges for future services.
  
  Good Faith and Fairness

  We believe we have acted fairly, compassionately, and in good faith by:
  

  * Offering substantial financial leniency,
  

  * Explaining our policies transparently and professionally,
  

  * Providing flexibility in both our response and our program,
  

  * Communicating clearly and respectfully throughout the process.
  

  We remain open to working with the family on a resolution, including a flexible payment plan for the reduced balance, which remains available through October 1.
  Thank you for your time and thoughtful consideration.