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:08/23/2022

  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.

  Our 3 year old daughter was a participant in gymnastics class that is charged quarterly. During her lessons she outgrew the class and we wanted to cancel our membership. We were told we can only cancel at the end of the quarter (which was June 2022) so we waited and cancelled as instructed.Then, in July we asked if we could try her out for the next level of gymnastics. They said that we could and that we are welcome to come for a tryout. We were told verbally that the tryout is free.A month later we received a bill for $114!! When I asked why they charged us that amount, they said that my daughter participated during the month of July.I told them that I am willing to pay for that single class (even though tryout classes are always free) but that I refuse to pay such a high amount for one-time.It has been a month since and I have not heard back from them, They have not responded to my emails or phone calls.

  

  Business Response

  Date: 09/14/2022

  The family originally signed up for the quarter payment policy which is a commitment of 3 months.  This is state on the website and the registration form the family's must sign and agree when signing up: https://www.peninsulagym.com/our-gyms/san-mateo/policies-and-forms-sm/

  After their first quarter, they alerted us that their family is asking for a 50% off for a month due to COVID.  Although we do not issue refunds, we offer make **** we did give them 50% off the month of April as a courtesy. This courtesy was more than gracious as they also paid over 1 month past due. 
  
  Moving forward, they stopped in June 2022.  
  
  In July 2022, the mother called and asked to try the next class.  The Front Desk manager put the child in a Saturday trial class.  
  
  The mother then brought the child 2 more classes attending 3 out of 4 classes for the month.  We offer 1 trial class  as a courtesy, not 3-4.  This is why they were billed for the month as they continue to show up for several classes after the trial. 
  
  The father then received the bill and said they were only doing trial classes.  Although this family clearly was taking advantage of our business we still zerod their balance last month and did not ask them to make the payment. We in turn taught their child in classes and were not paid. 
  
  The family did email and the Front Desk did respond that the child attended classes, yet the father denied it.  
  
  Unfortunately, this family has lodged a complaint as they feel the need to slander a business when they were trying to take advantage of our courtesies of allowing trial classes and prorating their attendance and allowing them to make late payments.
  
  I hope this helps to see the other side of this accusation and will be deemed unreliable. 
  
  Thank you,

  Customer Answer

  Date: 09/14/2022

  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,
  
  Avi Elfassy