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:09/03/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  I purchased a 5 visit pass on August 31, 2023. The receipt states the pass is active for 1 year. I was unable to use 3 remaining passes, so WRTS told me I can pass them along to a friend. I found a woman who was interested and provided her name to WRTS. She came in on 8/30/24 and was told pass expired on 8/29/24. The pass should still have been active as per their policy stated on the receipt. They made her pay for that visit, which should have been free since it was paid by me already. They need to refund her.

  Business Response

  Date: 09/11/2024

  Please see the formal response written on letter head from We Rock the Spectrum Kids Gym-Jacksonville with additional documentation supporting the case above. Thank you. 

  Customer Answer

  Date: 09/11/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  I contacted them in August of 2024 to ask if I can get a refund since I moved. I did not call because I received an automated email, I was very aware I still had 3 passes. They said it's non refundable but that I can pass the passes along to someone else. They emailed me the receipt that was generated when I made the purchase on 8/31/23. The receipt, which is attached, clearly states pass will expire in 1 year, it does not state it will empire on 8/29/24. I emailed them the names of the woman and child who will attend. The woman arrived on 8/30/24, which is 1 day before pass expires, and was told she can't use the free pass because it expired on 8/29/24. Again, the receipt does not say it expires 8/29/24, it says it expires in 1 year. I also received 2 email from WRTS on 8/31/24 Congratulating me on the 1 year anniversary, which is that much proof that 1 year from purchase date is 8/31/24. Discontinuing the pass that I paid for 2 days prior to the expiration date is absolutely unethical. 

  I did not harass anyone. Their staff had been nothing but rude to me since I requested something in writing that my purchase was non refundable.  They were short with me on the phone, they ignored my emails when i was requesting proof that purchase is non refundable, so I had to reach out to head quarters to get an answer. When the woman who I gave my pass to told me they are making her pay for a pass that was already paid for, I called and told them I have it in writing that they agreed to it and the girl who answered kept arguing with me that pass expired even though it hasn't. I used stern words because I was tired of them bullying me around and told her she needs to let that woman use the pass and not charge her. At that point they sent me an email stating I yelled at her and that my phone calls will no be answered. They are ignoring my emails too.

  They stated in their response that they haven't heard back from me and yet I have a chain if email between them and I discussing me giving away the passes and me providing them with the names of who will attend. They are not being truthful about a lot of things and I have it all in writing. 

  I paid for a service and they are refusing to provide it. The receipt is proof it was purchased 8/31/23 and that it expires 8/31/24. That receipt does not state pass expires 8/29/24. That woman had to pay for her pass because they refused to honor the pass that I paid for and gave to her. She needs to be refunded or they need to refund me. 

  
  

  Regards,

  
  

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