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:15/11/2023

  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 in skating lessons from September 12 - December 19, 2023. I paid a total of $343.65 for 15 lessons. On October 17, I emailed ****** from Coquitlam skating club to advice due to medical reasons my son would no longer be able to attend. I was advised to provide a doctor's note. I provided a doctor's note that stayed as of October 17, he was no longer able to attend. ****** advised I would be provided with a credit to which I responded I would like a refund. She said the board would have to meet and approve the refund less the administrative and skate ****** fee. I received an email from ****** November 13 that there would be no refund and only a credit as per their policy. I feel this is unfair as I provided the appropriate documentation, which I can submit to BBB to review. I am looking for a refund for the remaining 10 lessons that he was unable to attend to. Thank you kindly.

  Business Response

  Date: 16/11/2023

  Thank you for reaching out to us regarding the cancellation of ***************************** skating lessons. We have reviewed the family's situation carefully in light of the policies of the Coquitlam Skating Club and the details provided.
  
  Our registration policy can be found [****************************************************], clearly stating that there are no refunds once a season begins, except for medical reasons. Refunds for medical reasons will be issued in the form of credits and are non-transferable. This policy is an integral part of our terms and conditions, which were accepted by the family during the registration process. It is designed to maintain a balance between the operational needs of our Not-for-profit club and the interests of our members.
  
  In keeping with this policy, which the family agreed to at the time of enrolling, we are able to offer a credit for the remaining lessons. This ice credit does not have an expiry date, ensuring that the family have the flexibility to use it for future skating activities at their convenience.
  
  We understand this might not be the preferred outcome the family is seeking. However, it is important for us to apply our policies consistently to all our members to ensure fairness and sustainability of our programs.
  
  We value our members and hope ice credit will be beneficial for future skating opportunities.
  
  Thank you for your understanding.

  Included in this response are our policy, the terms and conditions accepted by the Kambo family, a sample image of our checkout process and the relevant email correspondence.
  

  Customer Answer

  Date: 16/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I wish to confirm if this credit can be transferred to another person or if it can be used for the Port Coquitlam skating club.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 27/11/2023

  Thank you for your follow-up message regarding the skating lessons credit for **************************
  

  We appreciate your query about the possibility of transferring this credit to another person or using it for the Port Coquitlam Skating Club. As outlined in our registration policy, all credits issued for medical reasons are non-transferable. These credits are added to your member account and can be used by your family's other participants. This approach helps us ensure fairness and consistency for all members.
  

  Regarding the usage of the credit at the Port Coquitlam Skating Club, it is important to note that our credits are specific to the Coquitlam Skating Club and cannot be transferred or utilized at other clubs or facilities. This is due to differing operational structures and financial systems between clubs.

  Regards,

  Coquitlam Skating Club

  Customer Answer

  Date: 27/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  ***************************