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:02/10/2023

  Type:Service or Repair 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.

  This is a service complaint. I was a member of the RA Centre at the time & paid on April 8, 2023 for a program of 8 private Archery lessons for my son. The man who agreed to provide the lessons was going to be out of the office for several weeks so we agreed to set a ************* for the weekly sessions upon his return which was expected to be in late May or June. Since then I have called several times for an update and left several messages to follow up. I was able to speak to a couple of people & in late July was informed who that the man had returned to work & they would pass the message on that we wanted to arrange for our *************** would ask him to call me. I called him on the day they told me he would be working but I was not able to get through. Since then (from Aug. to now - Oct. 2) we have been unable to get a response from anyone at the RA Centre. My calls are not being answered at the switchboard and no one is returning any of my messages. We just want the service for which we paid. I dont want to cause any trouble for the RA Centre or for the instructor or for my son but I am at my **** end in terms of how to get someone from the RA Centre to contact us to arrange for my sons lessons.

  Business Response

  Date: 02/10/2023

  Hello *****, I am terribly sorry that you felt that this was your only option left to prompt a response. We absolutely failed you. I am personally shocked and disappointed with our lack of support. It goes against our customer service culture. I do know that ***************************, our archery professional had a medical situation that prevented him from working much of the summer. But since his return we had no reason not to answer your plea for service.,I am extremely sorry. I will personally speak to ***** tomorrow along with our Sr. *** of Clubs and ****** Services to ensure that you are contacted and a solution can be found. 

  Customer Answer

  Date: 26/10/2023

   
  Better Business Bureau:
  
   
  As discussed, the RA Centre was extremely good about trying to contact me once they received the complaint.  Unfortunately, I am not able to access my emails on a regular basis so it wasn't until Oct. 11 that I accessed my email account and saw that ***************************, the Senior Manager, Membership and **** Services, had sent me an email on Oct. 3 & 6.  She had also called me but I missed the call. However, she left a voice message and I responded to that.   I called her back and left a couple of messages.  We spoke briefly on Oct. 13 to arrange a telephone appointment for Oct. 16.  She explained that she was currently out of the office due to a death in the family but that she would be returning on Monday, Oct. 16.  On Oct. 16, as promised, she called and we discussed my issue.  She promised to have the responsible individual call me that same day, which he did.  Subsequently, I was able to able to schedule my son's 8 private Archery ******s and he had his first ****** the following day - Oct. 17.  I am more than pleased with the action taken by the RA Centre staff who handled my complaint.  I believe that we just fell through the cracks due to the nature of the situation at the time we purchased the ******s and due to a new telephone system that was implemented in the summer.  We knew that the concerned archery instructor was going out for surgery in May and would be off work for a minimum of several weeks and there would be a delay in the commencement of the ******s.  Upon his return, apparently, it was not communicated to him that someone had purchased ******s with him and I guess a glitch in the telephone system caused my messages to not be received.  I was informed that had I used email to communicate with the RA Centre, I probably would have been better able to get through.
  I am very grateful to the BBB for the service it provides in helping to resolve business complaints and in providing a trusted esource for business integrity.
  Thank you again for your help!
  Have a great day!
  ***************************