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:Sales and Advertising 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 second the complaints here about how the business has handled the closure of the Chappelle location. No email was sent despite them saying so. If there was an email sent, they missed their paying customers in Chappelle.
  
  I had just bought passes and was gone for 2 weeks in another province, then all of a sudden the location was closed.
  
  I have called several times as it is not feasible or practical or possible for me to get to the downtown location. There has been no plan for refunds or anything for Chappelle customers.
  
  This business essentially took the money and vanished.
  
  I will be escalating this to see that customers are refunded as it's no ones fault or in customer's control that a location closed down.

  Business Response

  Date: 02/02/2024

  A response has been sent to the client previous to seeing this complaint. An attachment of the email that was sent out to Chappelle clients along with the possible reason this client may have not received the notice was included in the email response

• Initial Complaint

  Date:03/10/2023

  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 recently purchased a 20 punch pass for boxing sessions at the Chappelle location and I must say, while the workouts were undeniably fantastic, the overall experience has left me utterly disappointed and frustrated. I shelled out over $300 for this pass, only to be met with a shocking and unprofessional turn of events.
  
  Out of the blue, the Chappelle location abruptly closed its doors, leaving its loyal customers like myself in the dark. What's truly infuriating is the complete lack of communication or effort on their part to inform their clients about this unexpected closure. No emails, no calls, absolutely nothing. It's as if they vanished into thin air, along with my hard-earned money.
  
  In an attempt to seek answers and reclaim what I paid for, I've sent numerous emails and made countless phone calls to their supposed customer service. Regrettably, all of my attempts have gone unanswered. It's not just a disappointment; it's a downright ****. It's fraud, plain and simple.
  
  This level of disregard for their customers is utterly unacceptable. I can't fathom how a business can think it's okay to operate this way. It's beyond unprofessional; it's a breach of trust. People invest their time, money, and commitment into businesses like this, and in return, they get silence and abandonment.
  
  In conclusion, the workouts might be incredible, but that's no excuse for such a horrendous lack of accountability and customer care.

  Business Response

  Date: 12/10/2023

  Champs Boxing Studio had two locations. One on the southside of
  Edmonton, and our original location downtown Edmonton. On August 8, 2023 we
  sent out an email announcing the closure of our southside (Chappelle) location
  as well as a placing a note on our front door. Our last active date for classes
  was on August 13, 2023.
  All calls from the Chappelle location were forwarded to the downtown location,
  and were answered during our active business hours. With any business closure
  there is always a ton of things that need to be delt with and take time to do
  so. Emails received would have received responses once we were done making the
  transition from the south location to the downtown location. Once we were
  organized and had a moment to respond, an email was sent to those clients,
  asking for patience while we figure out the best option for all parties
  involved.
  Our class passes do not expire, and are available for clients to use them at
  either of our locations. Any purchases made at the Chappelle location can still
  be used at our downtown location and do not have an expiry. 
  
  Thank you
  Champs Boxing 

  Customer Answer

  Date: 12/10/2023

  
  
  Complaint: 20692607
  
  
  
  I am rejecting this response because:

  The information they provided is inaccurate. I, along with others, did not receive an email regarding the closure of the Chapelle location, as they claim was sent on August 8th. I attended a workout class on August 8th, and no staff member mentioned anything about the closure. Upon speaking with one of the coaching instructors after learning about the closure, the instructor revealed that they were not allowed to disclose the impending closure of the Chapelle location.
  

  I made several calls to the location in an attempt to speak with the manager, but they assured me they would return my call. To this day, I have not received a call from management.
  
  I had purchased a 20-punch pass, of which I have only used 4 punches. I would like to use the remaining punches at the Chapelle location since it is conveniently close to my house. The downtown location is simply too far for me to access, making it impractical. I would not have purchased the 20-punch pass had I known that the location near my house was going to close. For this reason, I simply want a refund on my remaining passes. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 23/10/2023

  We apologize if you did not receive an email, but an email was sent August 8, 2023 to all clients in our database. As for our coaches not revealing the closure, if it was before the email was sent out, then yes they were not to supposed to say anything before us as management were able to put out a statement. We did not want to put that responsibility onto our coaches.
  I believe this particular client did receive a phone call prior to her response and was informed that these issues will be viewed and was asked to be patient while we try to figure things out. 
  We understand that Chappelle was more convenient and we are trying our best to figure everything out. We hope to have answers soon.