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:02/07/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  1/21/22 took my son to catchers course at athlete factory. Upon arriving i received an email stating i would get $20 off the course. When i arrived i asked about the email. It was a Deceptive advertising. It didnt stated if it was for members or not. Instead i get an attitude by the owner and he refused to honor the email his wife sent out.

  Business Response

  Date: 02/17/2023

  Dear Better Business Bureau,
  
  We ran 2 catching clinics on 2/21/23. They were $70 per clinic for non-members and $60 per clinic for members. But, if you signed up for BOTH clinics, you got a $20 discount and paid $120 (non-members), $100 (members)for both clinics combined. If you signed ** in our facility, you were charged correctly and given the discount, but our online system didnt give the discount to people who signed up ONLINE for BOTH clinics.
  ******************** is not a member of our facility and he signed up for BOTH clinics, so his price should have been $120. He signed ** in the facility and was charged $120 total ($60 for each clinic), which is the correct price.
  See attachment which shows the customers who signed up for each camp and what they were charged. As you can see, ******* was charged $100 ($50 per camp) because he is a member of our facility. That is also true for ***** ***************************** was charged $120 ($60 per camp) because he signed up for both camps, but is not a member. That was also true for *******, *****, *****,and *******. They all signed up in the facility and were given the discount at the time they signed up.
  However, *****, ******, ****, ****, *** (all non-members)all signed up for BOTH clinics online, but they were charged $140, so we owed them the $20 discount and each of their accounts were credited $20, as per my email. None of the customers mentioned this to us, but I realized it and brought it to their attention because I didnt want our advertising to be false and we didnt want to cheat anyone. If I had wanted to cheat them, I could have just not said anything unless the customers mentioned it.
  ******, ****************************, and ***** (also non-members) each only signed up for 1 of the 2 clinics, so they each paid $70. 

  Payment from ******************** for both camps for non-members =$120 for BOTH camps or $70 for EACH camp.

  The flyer we used to advertising the clinic is copied in the attachment. It was posted in multiple places in our facility, on ******** and Instagram, on our website, and on the page where customers signed up for the camp online. It clearly states that members get both clinics for $100 and non-members get both clinics for $120. 

  When I realized that customers who signed for both clinics online didnt get the discount, I sent out the email that Mr. ******** sent to you with his complaint. I didnt want anyone not to get their discount so I made sure to let customers who didnt already get the discounted price know that their account would be credited $20.
  This is the email that upset Mr. ******** and he told my husband that the email was deceptive and that I was a liar and we were trying to cheat people because my email didn't say that you had to be a member to get the discount. That's because that's not true. Everyone enrolled in both camps got the $20 discount. It just so happens that the prices for clinics are cheaper for members. My husband tried to explain that Mr. ******** paid the correct amount and that he was given the discount when he enrolled at the front desk,but he wouldnt listen. He was very combative. Honestly, its only $20 which I dont care about, but it wouldnt be fair for the other parents to pay $120 and Mr. ******** to pay $100 for the same clinic when he isnt a member.
  The next time Mr. ******** came into our facility, which was I believe on 2/5, he complained that the group ****** his son was in was too easy for his son, so he was given a refund. He continued to be rude and insulting to my husband and continued to say we were liars and deceitful in front of our customers until my husband asked him to leave. That evening, we got a very bad review on ******** and Instagram, and the next day, ******************** filed this complaint with you.
  
  Please feel free to contact me with any questions. My direct line is ************ if you would like to speak with me directly.
  
  Kind regards,
  ***************************
  The Athlete Factory