Complaints

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• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair 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.

  First, I was upset that I paid and my child was not allowed to practice because the payment was pending in their system. The company still got the full amount of payment, but my child didn't get to practice for the full amount of time because we were told she could not practice on a several occasions. Sometimes the coaches would be late, or absent, my child did not get that time made back up, but the payment was paid. I was told that there would be two coaches, so I'm paying for two coaches, but most of the time, only one coach was present with a team full of 8-11 girls. I messaged and spoke to the coach, the ********, and sent emails to admin of the cheer team, but no one has been able to answer with any information regarding whether my child can still participate. I thought eventually everything would pay off from the time and money I invested, and my child worked very hard and is a great athlete, but it did not pay off because she was not invited back after missing practice due to a family emergency. They did not accept my infant being in the hospital and recovering as an excuse to miss practice. I paid for a subscription box that no one was able to refund me for. My child was not given any items from the box, and she did not get one of the practice uniforms, or the performance uniform. If my child is dismissed from the program, I should be refunded for the items she is not going to get and the time paid for but no services received. Communication was poor and all parents on our team complained about it. They were trying to bill me, but never returned response to my emails. They have my phone number, but they did not call me. They have my child's father's number, and they did not call him. They made me buy performance sneakers and then changed the sneakers after I bought them.

  Business Response

  Date: 11/25/2024

  ***** Davis 

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22583620
  
  I am rejecting this response because: the only comment in their response was ***** *****, leaving the rest of my complaint without acknowledgment. I have to explain to my 4 year old why shes not back at ***** and I have to replace this activity in her life with another one. I still deserve a refund for time paid but no lessons received since April, and items paid for but not received. 
  
  Sincerely,
  
  ****** Mosby ******

  Business Response

  Date: 11/25/2024

  Thank you for reaching out regarding your concerns. We genuinely appreciate your feedback and want to ensure that we address your concerns thoroughly.
  
  
  Payment and Enrollment Policies: We have reviewed your account, and our records indicate that there were  no pending payments. When you enrolled in our year-round team program, we provided detailed information about our payment schedules, absence policy, and cancellation policy. It is important to note that our team operates under specific protocols to maintain the integrity of our program. Enrollment is for the entire year, and we do not offer makeup sessions for missed practices. However, we always strive to accommodate our athletes by adding extra practices to the schedule to ensure routine mastery and skill development. Additionally, please note that there is no required number of coaches for our teams. We focus on providing a supportive and engaging environment for all participants, regardless of the coach-to-athlete ratio.

  
  Notification of Intent to Leave: According to our records, we received notice from the coach on October 28th of your intent not to return to the program. Our policy requires that families notify us in writing if they plan to leave the program, and you sent that via text. 
  
  Subscription Box and Uniform: We want to ensure that all our athletes receive their subscription boxes and uniforms in a timely manner. According to our records youve received both practice uniform sets. You are welcome to reach out to us after December 15th to arrange for the collection of the performance uniform items, as that is the expected date for distribution of those items. 
  
  
  If you have any further questions or need additional clarification, please feel free to reach out. We appreciate your understanding and cooperation.

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22583620
  
  I am rejecting this response because:

  on June 18th my child was not allowed to practice but payment was made, on July 7th we still did not have an answer about a return date but payment was made. That was not the only date she wasnt allowed to practice but payment was made. What extra practices were made while my child was enrolled? If there are no required number of coaches, why mention two people would be coaching and then leave all that responsibility on novice athletes to just one person with no notice to the families? You can check attendance sheets and the account for payment to see how it lines up. We stayed with intention of completing the year and winning. 
  
  On October 27th and 28th I was dealing with a family emergency and the coach was helping me find a solution. On October 29th the coach asked me to reach out to Mama ***** because I was hesitate about removing my child from the company despite sending a text saying she would removed and I asked if my child could return. She gave me the team moms number instead of mama ****** number. I spoke with the team mom and told her how I was feeling and that my child wanted to come back. On Oct 30th I asked about ***** coming back with the team mom..no definite answer was given to me. I emailed the gym on 11/12 with no response..on November 13th no decision had been made and I asked about a refund for the subscription box and uniform with the team mom and no definite answer was given. I emailed the gym on 11/12 and 11/15. No one responded. 
  
  Shouldnt I be refunded, instead of coming by to pick up uniforms and a subscription box that cant be used by my child? I should at least be refunded the subscription box and uniform.
  
  
  
  ****** Mosby ******