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:07/18/2023

  Type:Customer Service 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.

  On July 3rd and 4th, I picked up my kids from the Y camp in Arnold so that we could work out and then go in the pool. Even with wiping down the exercise bike before and after, showering before the pool, someone's poison ivy oil was absorbed into the handlebars and transferred to me. The handlebars on the bikes are porous, so using a wipe did and does nothing. I was out of work for over a week, after having spread it throughout my entire body while applying sunscreen before the pool.
  
  I called the Y to report this on July 18. I am still dealing with the effects of the poison ivy, including one doctor's visit and one hospital visit. When I called, the so-called manager, Shannon responded with "Thank you for informing me. We will look into the matter." I asked if she didn't want details so that she could properly address a problem that will not be fixed otherwise. There were no questions about how it happened, where exactly. No "I'm sorry for your experience". It was just a robotic repeat of "Thank you, we will look into it". I had to directly express my disappointment at her indifference and lack of care in gathering information to actually do something about it.
  
  It is not a clean facility. I have never NOT encountered drops of sweat on a machine. I have to clean the entire piece of equipment, and even then, I still got poison ivy. It's disgusting. Staff is comprised of mostly young people. I never see anyone cleaning the machines throughout the day. I primarily see them sitting around the front door and desk area, chatting with each other.

  Bureau Response

  Date: 07/24/2023

  Ryan *******
  YMCA of Central Maryland, Inc. 
  
  *** ** ********** ***
  ****** ** *****
  
  
  
  
  
  Dear Ryan *******: 
  
    
  
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 7/18/2023 and was assigned an ID of *********   
  
  
  
  How do I take care of this?
  
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code* **************

  
  

  What should I include in my response?
  
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
  
   
  
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  
  
  What will happen if I do not submit a response and what can I expect to happen next?
  
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  
  

  Sincerely,

  
  

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  
  Phone: ###-###-####
  
  

  
  

   

  
  

  CUSTOMER EXPERIENCE INFORMATION

  
  

   

  
  

  Customer Information:

  
  

  Pamela ****

  
  

  *** **** ***** **
  ********** ** *****

  
  

  Daytime Phone: ###-###-####
  E-mail: *****************
  

  
  

   

  
  

  The details of this matter are as follows:

  
  

   

  
  

  Complaint Involves:
  Customer Services Issues 

  
  

   

  
  

  Customer’s Statement of the Problem:
  
  
  
  On July 3rd and 4th, I picked up my kids from the Y camp in Arnold so that we could work out and then go in the pool. Even with wiping down the exercise bike before and after, showering before the pool, someone's poison ivy oil was absorbed into the handlebars and transferred to me. The handlebars on the bikes are porous, so using a wipe did and does nothing. I was out of work for over a week, after having spread it throughout my entire body while applying sunscreen before the pool.
  
  I called the Y to report this on July 18. I am still dealing with the effects of the poison ivy, including one doctor's visit and one hospital visit. When I called, the so-called manager, Shannon responded with "Thank you for informing me. We will look into the matter." I asked if she didn't want details so that she could properly address a problem that will not be fixed otherwise. There were no questions about how it happened, where exactly. No "I'm sorry for your experience". It was just a robotic repeat of "Thank you, we will look into it". I had to directly express my disappointment at her indifference and lack of care in gathering information to actually do something about it.
  
  It is not a clean facility. I have never NOT encountered drops of sweat on a machine. I have to clean the entire piece of equipment, and even then, I still got poison ivy. It's disgusting. Staff is comprised of mostly young people. I never see anyone cleaning the machines throughout the day. I primarily see them sitting around the front door and desk area, chatting with each other.
  
  
  
  
  
  
  
  
  
  
  
  Desired Settlement:
  Contact by the business
  
  
  
   
  

  HIPAA: HIPAA Release was offered and accepted on 7/18/2023.

  
  

  
  

  Bureau Response

  Date: 07/24/2023

  Pamela ****
  
  *** **** ***** **
  ********** *** *****
   
  
  
  
  Dear Pamela ****:
  
  
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/18/2023 against YMCA of Central Maryland, Inc..  Your complaint was assigned ID ********* 
  
  
  
  Now that I have filed, what is the next step?
  
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  
  
  What if I do not agree with the response from the business?
  
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  
  
  What happens if a business does not respond?
  
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  
  
  Sincerely,
  
  
  
  

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  
  Phone: ###-###-####

  Bureau Response

  Date: 07/31/2023

  Ryan *******
  YMCA of Central Maryland, Inc. 
  

  *** ** ********** ***
  ******* ** *****
  
  
  
  
  
  Dear Ryan *******:
  
  
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 7/18/2023 and was assigned an ID of *********  
   

  
  

  BBB forwarded you a complaint filed by Pamela ****. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  
  
  In the interest of time and good customer relations, please provide BBB with written veri****tion of your position in this matter within 7 calendar days.   
  
  
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
  
    
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  
  

   

  
  

  
  

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

  
  

   

  
  We look forward to your prompt attention to this matter.
  
  

  Sincerely,

  
  

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  
  Phone: ###-###-####

  
  

   

  
  

  
  

  CUSTOMER EXPERIENCE INFORMATION
  
  
  
  Customer Information:
  
  Pamela ****
  
  *** **** ***** **
  ********** ** *****
  
  Daytime Phone: ###-###-####
  E-mail: *****************
  
  
  
  
  The details of this matter are as follows:

  
  
  

  Complaint Involves:
  Customer Services Issues
  
  
  
  Customer’s Statement of the Problem:
  
  On July 3rd and 4th, I picked up my kids from the Y camp in Arnold so that we could work out and then go in the pool. Even with wiping down the exercise bike before and after, showering before the pool, someone's poison ivy oil was absorbed into the handlebars and transferred to me. The handlebars on the bikes are porous, so using a wipe did and does nothing. I was out of work for over a week, after having spread it throughout my entire body while applying sunscreen before the pool.
  
  I called the Y to report this on July 18. I am still dealing with the effects of the poison ivy, including one doctor's visit and one hospital visit. When I called, the so-called manager, Shannon responded with "Thank you for informing me. We will look into the matter." I asked if she didn't want details so that she could properly address a problem that will not be fixed otherwise. There were no questions about how it happened, where exactly. No "I'm sorry for your experience". It was just a robotic repeat of "Thank you, we will look into it". I had to directly express my disappointment at her indifference and lack of care in gathering information to actually do something about it.
  
  It is not a clean facility. I have never NOT encountered drops of sweat on a machine. I have to clean the entire piece of equipment, and even then, I still got poison ivy. It's disgusting. Staff is comprised of mostly young people. I never see anyone cleaning the machines throughout the day. I primarily see them sitting around the front door and desk area, chatting with each other.

  
  

   

  
  

  
  
  
  
  
  
  
  
  Desired Settlement:
  Contact by the business
  
  
  
   
  

  HIPAA: HIPAA Release was offered and accepted on 7/18/2023.

  
  
  
  Additional Comments from Consumer:
  
  

  Bureau Response

  Date: 08/15/2023

  Ryan *******
  YMCA of Central Maryland, Inc.
  
  *** ** ********** ***
  ****** ** *****
  
  
  
  RE: Final Notice of Complaint
  
  
  
  Dear Ryan *******:
  

   

  
  

  This message is in regard to a complaint submitted to the BBB about your business on 7/18/2023 by Pamela ****.  This complaint was assigned ID *********
  
  
  
  

  
  

  
  

  Why am I receiving a "final notice" letter?

  Previously our office provided your company with a complaint from the consumer listed above. Our records indicate that we have not yet received a written response from you to address this matter. Please note, this will be our final attempt to contact you about this matter.

  
  

  
  

   

  
  

  How do I take care of this?

  
  

   

  
  

  
  

  Your BBB is requesting a written response to this complaint by (7) seven calendar days, Your prompt and professional response greatly enhances the chance for a successful resolution. We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 

    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code* **************

  
  

  What should I include in my response?

  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Copies of any supporting documents can be uploaded to the caselink or forwarded via email, fax, or postal mail. BBB also offers mediation and binding arbitration services to help resolve particularly difficult or

  complex situations. These services may be an effective means of resolving the matter without going to court. If you are interested in utilizing these services, please confirm this interest in your written response and your caseworker will follow up with additional information.

  
  

  What information will be posted to the website?

  Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your

  experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

  
  

  What will happen if I do not submit a written response?

  Your BBB develops and maintains Business Profiles on companies in our service area. This information is available to the public and is frequently used by potential customers. Your cooperation in responding to this complaint becomes part of your BBB Business Profile. Failure to give attention to this matter may be reflected in the report we provide to consumers about your company and may have a negative effect on your BBB Rating.

  
  

  What if I've already resolved the matter directly with the customer?

  Great! Please just provide us a description of what you did to resolve the matter in writing so that we may update the case and close it out accordingly.

  
  

  
  

  
  

   

  
  Sincerely,
  
  
  
  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  
  Phone: ###-###-####
  
  

   

  
  
  
  
  
  CUSTOMER EXPERIENCE INFORMATION
  
  
  
  Customer Information:
  
  Pamela ****
  
  *** **** ***** **
  ********** ** *****
  
  Daytime Phone: ###-###-####
  E-mail: *****************
  
  
  
  
  The details of this matter are as follows:
  
  Complaint Involves:
  Customer Services Issues
  
  
  
  Customer’s Statement of the Problem:
  
  On July 3rd and 4th, I picked up my kids from the Y camp in Arnold so that we could work out and then go in the pool. Even with wiping down the exercise bike before and after, showering before the pool, someone's poison ivy oil was absorbed into the handlebars and transferred to me. The handlebars on the bikes are porous, so using a wipe did and does nothing. I was out of work for over a week, after having spread it throughout my entire body while applying sunscreen before the pool.
  
  I called the Y to report this on July 18. I am still dealing with the effects of the poison ivy, including one doctor's visit and one hospital visit. When I called, the so-called manager, Shannon responded with "Thank you for informing me. We will look into the matter." I asked if she didn't want details so that she could properly address a problem that will not be fixed otherwise. There were no questions about how it happened, where exactly. No "I'm sorry for your experience". It was just a robotic repeat of "Thank you, we will look into it". I had to directly express my disappointment at her indifference and lack of care in gathering information to actually do something about it.
  
  It is not a clean facility. I have never NOT encountered drops of sweat on a machine. I have to clean the entire piece of equipment, and even then, I still got poison ivy. It's disgusting. Staff is comprised of mostly young people. I never see anyone cleaning the machines throughout the day. I primarily see them sitting around the front door and desk area, chatting with each other.
  
   
  
  
  
  
  
  
  
  
  
  Desired Settlement:
  Contact by the business
  
  
  
  
  HIPAA: HIPAA Release was offered and accepted on 7/18/2023.
  
  Additional Comments from Consumer:
  
  

  Business Response

  Date: 08/15/2023

  Spoke to the member today, 8/15/23.  She was upset that when she called in July to give us information it didn't seem as though it was important to the supervisor nor did anyone get the correct details about her concern.  I listened to her complaint/concern about using the bike in the fitness center, she states she got poison ivy from them not being cleaned.  I apologized for her medical concerns and told her we would follow up with the fitness coaches on the cleaning procedures and look into the manufacturer's recommendation for cleaning of the bike handles that she states are not able to be cleaned.  I told her to reach out to me if there are any other concerns.

  Bureau Response

  Date: 08/15/2023

  Pamela ****
  
  *** **** ***** **
  ************ *****
  
  
  
  
  
  Dear Pamela ****:
  
  
  
  This message is in regard to your complaint submitted on 7/18/2023 against YMCA of Central Maryland, Inc..  Your complaint was assigned ID ********* 
  

   

  
  

  BBB has received a formal response
  from YMCA of Central Maryland, Inc.. We ask that you review the response and understand that BBB
  is here to assist both parties in reaching a fair and reasonable resolution.

  
  

  
  

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  
  

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  Sincerely,

  
  

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  
  Phone: ###-###-####

  
  
  
  MESSAGE FROM BUSINESS:
  
  
  
  Spoke to the member today, 8/15/23.  She was upset that when she called in July to give us information it didn't seem as though it was important to the supervisor nor did anyone get the correct details about her concern.  I listened to her complaint/concern about using the bike in the fitness center, she states she got poison ivy from them not being cleaned.  I apologized for her medical concerns and told her we would follow up with the fitness coaches on the cleaning procedures and look into the manufacturer's recommendation for cleaning of the bike handles that she states are not able to be cleaned.  I told her to reach out to me if there are any other concerns.

  Bureau Response

  Date: 08/20/2023

  Ryan *******
  YMCA of Central Maryland, Inc. *** ** ********** ***
  ****** ** *****
  
  
  
  
  Re: ID * ******** - Pamela ****
  
  
  
  Dear Ryan *******:
  
  
  
  Thank you for your recent response to Pamela ****. We have not yet heard from the consumer and are closing this case as answered.
  
  
  
  Following our usual procedure, BBB notified the consumer of your response and requested noti****tion of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 
  

   

  
  

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  
  
  Sincerely,
  
  
  
  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  
  Phone: ###-###-####

  Bureau Response

  Date: 08/20/2023

  Pamela ****
  
  *** **** ***** **
  ********* ** *****  
  
  
  
  
  
  Re: ID * ********* YMCA of Central Maryland, Inc.
  
  
  
  Dear Pamela ****,
  
  
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  
  
  Sincerely,
  
  
  
  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  
  Phone: ###-###-####