Complaints

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• Initial Complaint

  Date:06/18/2025

  Type:Product 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.

  I have paid an amount of $155 to this camp on May 31st to provide my son with basketball fun activity for 4 days from 6/2/25-6/5/25. At first day pick up on 6/2, my son was in a terrible mood and burst into tears in the car as one of the coaches told him to do 5 push *** as a punishment for not following game rules. My son has **** along with other medical conditions and said he was confused on what to do especially it was his first day with this new environment and activity. I went to the leader of the place (probably the organization manager) to get clarification about the situation and was informed that this is the way they do things with all the kids. I told him we should have been informed of their way in advance so we can decide if it suits us to still join but from his perspective this is normal and acceptable. After talking with him, he said he would refund me the money for the rest of the 3 days of the camp online. Accordingly, I left and my son didnt go again. On 6/13, I sent them a communication through their website and didnt get a reply back. On 6/16, I followed up with a phone call. He asked me to send him a screenshot of the confirmation payment email, I sent it thinking he wanted to check my info and confirmation#, instead he replied that the email is showing the refund policy and he wont refund the money cause its against the policy that Im aware of prior to joining on day 1. I enrolled my son in this camp so I can work while school is out but instead things didnt work well and also dealing with this monetary loss. Im attaching copy of the confirmation email for payment, screenshot of my communication submission on their website and a screenshot of the text messages between me and him after the call and he didnt reply back relying on his policy for taking the money for the rest of the week that my son didnt attend.Your help and support would be appreciated!

  Business Response

  Date: 06/19/2025

  Attached you will find a screenshot from this customer.  This proves that she knew the cancellation policy before deciding to drop from the program after the first day.  Her confirmation also stated that our camps are not for everyone. Our camps are for serious basketball players that truly want to improve. From the conversation, she was hoping we would be a "fun" camp. 

  Many of our campers have ADHD. We treat all kids the same. Her son saw other kids do pushups or run for not paying attention or following directions. That was enough of a warning needed.  This is the first time in 11 years that we have had a parent complain about their kids having to do 5 pushups. 

  A refund was discussed, out of frustration, for her not initially accepting our apology and how we tried to come to a resolution for her son. Once it was confirmed she did receive notice about the cancellation policy, there was no need for a refund to be issued.

  Customer Answer

  Date: 06/19/2025

   
  
  Complaint: 23485258
  
  
  
  I am rejecting this response because:

  1- He did mention on the confirmation email that the camp isn’t for everyone, but we weren’t offered a chance to try it to decide if it’s for us or not and as an evidence, I’m claiming the money for the days that he didn’t attend but deducted the day that he attended.

  2- I mentioned in my claim that besides ADHD he has other health conditions (which he was aware about one of them) and that could have also contributed to his confusion.

  3- With my due respect to their mission, he’s not like a government agency or a healthcare setting or a school for example that my word is being held against as a “fun” camp.

  4- I wasn’t offered an apology about what happened, when I tried to clarify the situation and may be give an execuse that my son doing push ups was for his sake to get his attention, he reiterated that it’s a “punishment” to get his attention which again took place without any consent from our side or given a chance to be aware of before hand. 
  

  It’s his right to prove and defend his side , but that won’t negate the fact that under his policy and statement, I was ripped off my money that I worked for while it was paid to an organization for a service that hasn’t been provided especially that they only provide their coaching and training while customers provide their kids with everything like lunch, ball , snacks and even water. So he’s claiming my money for the main service that they didn’t provide under his policy and driven by his frustrated reply of the promise of returning the money.
  
  
  Thanks a lot for your support and allowing me the chance to attempt to get my money back.
  
  Sincerely,
  
  
  
  Miriam Louca