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:29/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Hello,
  
  Date of transaction: Feb 22nd, 2024
  Amount charged $66.67
  Pegasus had a sale on for 4 weeks of tumbling for $59+HST.
  The website let me sign up for the deal, but apparently I did qualify.
  Instead of not charging my card and notifying me, Pegasus still charged my card and said if I want to get the 4 weeks I needed to pay another $70.
  I have asked for a refund they said no, offered a credit.
  I will not be offered any services by Pegasus or be requesting services from them.
  They were very rude and tried to use their "power" to force me into taking the credit or do without.
  I asked to speak to the owner, ******* said you can talk to her all you want but we will not be giving you any money back.
  
  Under the Consumer Protection Act of Ontario they are violating a number of the items.
  Part 3 (1) (2) (14)
  "11. A representation that a specific price advantage exists, if it does not."
  "16. A representation that misrepresents the purpose of any charge or proposed charge.
  Renegotiation of price"
  "16 It is an unfair practice for a person to use his, her or its custody or control of a consumer’s goods to pressure the consumer into renegotiating the terms of a consumer transaction. 2002, c. 30, Sched. A, s."
  
  I just simply want my money back as I will not be getting the services that they advertised for the price, and they did not notify me before charging my card that the sale did not qualify to me.

• Initial Complaint

  Date:21/08/2022

  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.

  Seeking refund of moneys paid to Pegasus Cheer Athletics for Season 8 and Season 9 competition fees. We were told by Pegasus that our two daughters would be attending five competitions and the club showcase. In total, we paid $1263.34 **** ********* for both children on September 28, 2021, which was for five competitions and the club showcase. Our children attended two competitions and the club showcase and the remaining three competitions were cancelled or not attended by the team. The season ended in April 2022. We have spoken to *** at least twice on the phone and sent emails to both *** and Coach ******** to followup on our request. We have been more than reasonable and patient during this process but have received little communication from the club. In addition, we paid $477.09 **** ********* on April 25, 2022 for our three children for the Season 9 yearly fees. These fees were required for tryouts and to secure team spots for Season 9. Two days prior to tryouts, the club emailed a parent questionnaire. One of the questions required agreement and a commitment to pay for additional training time for athletes chosen to be placed in a flyer or top position. The question stated this was outlined in the flyer flex and conditioning program but this information was not communicated to us prior to committing to Season 9. Details were not provided on what the additional training fees would be. It was communicated by the club that the Season 9 fee was non-refundable but the club was not transparent about the requirement to pay additional fees prior to us committing a substantial amount of money. Based on this, we were forced to make a difficult decision to withdraw our children from Season 9. This was very frustrating for us as we could not afford to commit to additional fees and very disappointing for our children as they were looking forward to the new season.

  Business Response

  Date: 10/11/2022

  Thank you for reaching out
  about your refund. Please accept our apologies for the length of time this process
  has taken. As each of our families were aware, refunds received from outside sources
  can take quite a while, lending to an overly long amount of time for our business
  to process them. While it is not ideal, it is the reality of working in the
  competitive sports world.

  
  We are happy to share, however, that our competition company
  has completed their process and we have sent your refund via registered mail. You
  should have already received it, but if that is not the case, please reach out
  to us and we will contact ****** **** to confirm its whereabouts.

  
  In regard to the Season 9 Early Bird deposit, this is
  non-refundable, as outlined in the Season 9 Information Package, as well as all
  communication coming from the gym. Making the deposit is not a requirement
  until such time as the athlete has decided to commit for the season. Choosing
  to purchase the Early Bird or the Regular deposit neither affects whether an
  athlete makes a team, nor which position they are placed in on the team. Families
  who choose to take advantage of the Early Bird deposit choose to do so to
  ensure they receive a discount on their tuition fees throughout the year.

  
  The Flyer Flex program that you are referring to is not a guaranteed
  requirement for every athlete nor would it have been for your daughters, as
  they were not likely to be placed in the flyer position. It is unfortunate that
  that is the reason why your family chose not to commit to the season. We would
  have loved the opportunity to discuss their team prospects and explain where
  they most likely would have been placed.

  
  Thank you for taking the time to bring these matters to our
  attention. We wish you and your family well.

  Customer Answer

  Date: 14/11/2022

  
  
  Complaint: 17748741
  
  
  
  I am rejecting this response because:  This was not the explanation provided to us during each attempt to obtain a refund.  PCA was not transparent regarding additional financial commitments for the upcoming competitive season.  We had no choice but to rescind our commitment purely for this reason only.  Our daughters did not attend the tryout.  The right thing to do would be to refund our deposit.  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 21/11/2022

  Thank you for your response.
  
  Our staff prides itself on the respect and transparency it
  shows when it comes to explaining our sport, including any costs associated. Each
  year, Pegasus sends out team information (both costs and expectations) in numerous
  email campaigns, posts the information package on the website to view, and also
  holds a general Pegasus meeting. Our staff are consistently available to answer
  any questions that may arise about the new season.
  
  As we mentioned previously, the additional training time
  you are referring to is not mandatory for anyone outside of the flyer position.
  Nor does the Flyer Flex Program have an associated cost; it is only additional
  time that is involved, much of which is done at home. This training time is what
  is being addressed in the Pegasus survey that you are referring to and that was
  sent out before the season began.
  
  While we acknowledge that you did purchase the Early Bird
  Deposit for the season to lock in your discount, this was done back on April 24th.
  Within the same two-week timeframe, you also purchased and attended an optional
  stunt clinic (May 4th) and attended Pegasus’ year end banquet (May 7th)
  at no extra charge. Yet, we are only now receiving a request for a refund that
  was fully communicated as non-refundable.
  
  For these reasons, Pegasus stands behind its cancellation and
  refund policy.

  Customer Answer

  Date: 25/11/2022

  
  
  Complaint: 17748741
  
  
  
  I am rejecting this response because:  You are taking this complaint down a path that is inappropriate.  We are simply requesting a refund for money we paid to you and received nothing in return (a significant sum off $505.11).  We have been fully transparent about why we had to make the decision to withdraw and we withdrew before tryouts.  It is unethical what you are choosing to do.  As we previously stated, we had zero concerns with your staff.  In fact, our children loved their coaches and time at PCA.  Clearly there was a lack of clarity between both parties.  The clinic and banquet you are referring to were paid by us with monies we raised.  Money from family and friends who supported our children.  We used a credit on our account from the donut and planter fundraisers.  You know this.  We paid for every clinic during the season.  It was not just time.  Yes, we understand it was not mandatory but it is factually wrong to state it is only time involved from home.  You required people to pay for those additional clinics, unless you changed your policy for this season.  We need this money for our children and I am asking for it to be returned to us.       
  
  
  
  Sincerely,
  
  
  
  ***** ******