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:04/02/2024

  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.

  My grandson *****************************, signed up for their karate program in October/November 2021. We began the program with a 6 month contract and would receive advance notification of our term end date. No response meant we would continue for the next 6 months. In early 2023, I had called to ask if we could change to 1 day a week instead of 2 (which is what the fee included) I was told that wasnt an option and we would still have to pay for 2 days. In May 2023, I called to cancel and was told I missed the deadline by one week and would need to pay for the next 6 months (ending November 2023) I mentioned that we hadnt received the term ending letter like we normally had and was told they stopped sending these out. At that point I had asked if he could have credit for the days he wouldnt attend as he would only be attending once a week and was told no. The option they did give was once he missed a certain number of days we could schedule a private ******* The 6 month contract was still ending in November 2023. I paid for the 6 month period ending November 2023, via a monthly withdrawal from my checking account with no issues. We did not ever take advantage of offer of private lessons. The automatic payments from my account stopped in November 2023, which I expected. They began in January 2024. When I reached out, Sandoval indicated that they credited ****** with two free months since he only attended 1 time a week for the past 6 month session and changed our contract to January- July. All of this was done on their end despite the facts that 1) I had called to cancel in May 2023 2) they never communicated to us their intentions to give 2 months credit (which I was told was not an option in May) 3) never communicated their intent to change the period to ****July. My son, ***********************, has now received collection notices for $954 for what Sandoval says we owe for the 01/2024-07/2024 period. He has disputes with the collection agency and asked them to send documentation.