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Business Profile

Clubs and Organizations

Guildford Athletic Club

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Guildford Athletic Club's headquarters and its corporate-owned locations. To view all corporate locations, see

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Guildford Athletic Club has 2 locations, listed below.

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    • Guildford Athletic Club

      10320 146 St Surrey, BC V3R 6S4

    • Guildford Athletic Club

      PO Box 611 151 10090 152 St Surrey, BC V3R 8X8

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:28/05/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Their club( charges fees and, even when customers meet the withdrawal conditions, they still withhold the customers' money and refuse to issue refunds.This issue has occurred repeatedly.:my latest paiment is on Feburary 29 *****. another paiment is on 2022

      Business Response

      Date: 16/06/2024

      PLEASE SEE EMAIL EXCHANGE BELOW. We feel we have worked with the customer to resolve this issue. 


      Urgent Refund Request Follow-Up again

      External
      Inbox
      Search for all messages with label Inbox
      Remove label Inbox from this conversation

      *****************, 28 May, 09:47

      to me

      Hi Prisident **************
      It has been two weeks since our last contact, and I still haven't received the refund. No one has reached out to me regarding the refund issue either. Could you please follow up on this matter again? This is the second time such a situation has occurred, and I am beginning to wonder if this is a common issue with the club.
      I would like to know how your club typically handles refund matters. So far, a total of 310 CAD has been withheld from me for a long time. I have contacted ************** via email and phone numerous times and have organized all related records.
      If I do not receive any response soon, I may have to consider other avenues to resolve this issue. All I want is to get back the money that belongs to me.
      Thank you for your attention to this matter.
      Best regards,
      *****

      GAC President <**********************************> Wed, 29 May, 20:37

      to ****

      Hi *****
      The board made a decision for a full refund for this spring season only.

      We have also waived the $25 administrative fee so it will be a full $200 refund. The refund was issued on May 28 and can take up to 5 business days to process. 

      Kind Regards 


      *****************, 30 May, 12:13

      to me

      Hello President ***************************** of all, thank you for responding to my email. I just noticed that my account now shows a refund of $200. However, there is still a $110 refund from 2022 that I need to address. At that time, I sent several emails regarding this issue and even inquired if the fee could be credited to the next term, but I received no response.
      The truth is, we really enjoy your soccer classes, but the club's schedule is always released very late. We cannot wait for the schedule to be published before deciding on other courses. This often results in schedule conflicts, and we have no choice but to cancel your course and request a refund. I believe this is a reasonable request, but I do not understand why it is always so difficult to get a refund or a simply response.
      I am sure many other parents share my frustration, making us hesitant to enroll our younger children in your club in the future.
      Thank you.
      Best regards,
      *****
      Please see emails Ive sent during that time.

      One attachment Scanned by Gmail

      GAC President <**********************************> Thu, 30 May, 12:17

      to ****

      Hi *****
      Thank you for confirming you received the $200 full refund for the Spring 2024 season. 
      We did put forth and present the $110 refund request from over 2 years ago to the board and unfortunately this refund request was not approved. Please call me on my cell phone if you would like to discuss further. 

      Kind Regards,

      *****************, 3 Jun, 11:27 (13 days ago)
      to me

      Hello President *******************,
      Regarding the refund from two years ago, you can keep it as a donation to the club. My child had a lot of happy times there, and despite the issues, we appreciate the experiences.
      Your club has grown significantly since then, and I hope the management can be optimized in the future.
      Best regards,
      *****

      GAC President <**********************************> Mon, 3 Jun, 13:46 (13 days ago)

      to ****

      Hi *****
      Thanks for the email. Yes the club has grown over the years and as most of us are volunteering in these roles we are constantly faced with growing pains! Thanks again for all your support and hope to have you back as a GAC customer in the near future. 

      Shaun 

      *******************
      President      
      Guildford Athletic Club  
      Email: **********************************
      Cell: ************
      www.guildfordac.com 
      Serving the Community since 1965 


      Customer Answer

      Date: 17/06/2024

       
      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,

      *****************

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