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:01/28/2025

  Type:Service or Repair 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.

  Manchester Athletic Club runs a tennis training program called **** from Monday to Thursday. The winter session started on January 6, 2025, and we registered our daughter for the Thursday program. After the session began, the club introduced a new policy requiring a minimum of 2 days per week for the **** program. Due to scheduling conflicts, we are unable to add a second day and asked the club to honor our existing registration (Thursday only) for the current session. However, the club refused and suggested moving our daughter to a different program that she does not want to join. The club's policy change has negatively impacted existing customers. This is not only unfair to us but also a violation of Massachusetts General Law Chapter 93A (Consumer Protection Law).

  Business Response

  Date: 02/19/2025

  Good Afternoon,

  The client has been refunded in full ($1419) on 1/29/25.  

  Thank you, 

  Customer Answer

  Date: 03/27/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  On January 25, 2025, I filed a complaint against Manchester Athletic Club (MAC, aka Aspect Athletic Club, LLC) for violating Consumer Protection Law (MGL Chapter 93A), which adversely affected my childs tennis training at their facility. In response, they refunded the program fee but subsequently retaliated against my child by denying access to programs we had already paid for, including QUAD MTTC and private ******s. QUAD MTTC: This tennis program, held on four holidays (10/14/2024; 11/11/2024; 1/20/2025; and 2/17/2025), was available to anyone with an annual membership, which my child has. She attended the first three holidays without any issues. However, on 2/17/2025, she was singled out by a coach and the program manager, who instructed her to leave, claiming she was not registered for the program. Registration was never required for the previous holidays, nor was it communicated as necessary. Beyond denying her participation in the program, they demanded that she leave the building, violating her rights as a paying club member. Private Lesson Package: We purchased a 24-private ****** package for my child, allowing her to train with the clubs coaches. She has completed 14 ******s and has 10 remaining. Recently, we attempted to schedule a ******, and while the coach initially confirmed the session, he later canceled it, stating, Sorry for this but I was just informed that she is not allowed to have ****** at MAC. Dont know what the issue is, but I hope you resolve it soon. This refusal to honor the purchased package violates the agreement and further restricts access to the services we paid for. Despite paying for the annual membership ($350) and the private ****** package ($2256), the club has refused to deliver the services owed, causing financial loss and emotional distress for my child. I no longer wish to receive any services from the club and am seeking a refund for both the annual membership and the unused portion of the ****** package.