Complaints

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• Initial Complaint

  Date:12/10/2024

  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.

  The business billed $350 for competitive team coaches fees in August of 2024 for the upcoming 2025 competitive season. The policy states these fees go towards my childs competitive teams coaches travel during the competition season in 2025. Two weeks later the business fired the team coach without warning. The same week 9/10/204 I withdrew my child from the competitive team and the business. Multiple team families followed suit then within a week after our coaches firing and team withdrawal, parents met with the owner of the business to discuss fee refunds, prepaid uniforms and other logistics, to which the owner verbally promised we will receive the prepaid uniforms, that he will refund the $350 coaches fees, but will confirm about the tuition, due to withdrawal notice policy. The following week, parents were additionally charged for full October tuition and prorated November tuition, a competition bag that was ordered without any warning to the team parents. It is now December, and the owner refuses to refund the coaches fees, does not comply when asked to provide documented proof of parent signed policy that would substantiate his claim to these funds, and is now adding late fee interest charges to the account balance. He refuses to meet in person to resolve the issue. I have formally asked over 5 times for an adjustment to the billing account or proof of policy. Now Im also asking to remove the late fee interest on the account balance for two months straight.

  Business Response

  Date: 12/11/2024

  ******** joined our competitive team for the ********* season on May 8, 2024. As part of the team, all members are required to pay a $350 membership fee, which ******** paid on July 10, 2024. This fee is non-refundable, regardless of whether the participant chooses to leave the program or not attend competitions.
  
  Team membership requires a one-year commitment, and our withdrawal policy states that a 60-day notice must be provided, during which payment for those two months is still required. This policy was provided to and signed by ********, as documented. ******** submitted their 60-day notice on September 18, 2024. This policy was submitted way after the membership fee was due, deeming it non-refundable. Our late fee policy is also clearly outlined in the signed policies. (See attached)
  
  Throughout the season, team hours and competitions remained consistent as promised to parents. The departure of a former coach was unplanned and necessary due to unethical actions, which left us with no choice but to terminate their employment. To ensure continuity and quality, we appointed a highly qualified and experienced head coach to lead the team.
  
  
  Despite our clear policies and prior discussions, ******** has refused to pay for the 60-day notice period. Its worth noting that, as a gesture of goodwill, all competition feesdespite being non-refundable under our policywere returned to the client following a meeting that took place in September.