Complaints

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• Initial Complaint

  Date:04/14/2023

  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.

  4-14-23 515pm
  The front desk worker has continuously singled out my children ages 7, 7 and 3 claiming they disrupting the other parents in the lobby while waiting between classes. No parents have ever said anything to us and their kids also play with them. Last night said staff member refused to allow my 7 year old to go get a drink from the fountain and then grabbed her by the arm and tried to force her to the corner for a time out. All of this while I standing not 2 feet from her! Police said they can't do anything about it because there was no real intent to harm. This is unacceptable. I asked for a full refund for her recital fees for June as not only is my child extremely upset but as a parent it was humiliating to be confronted like that and see someone touch my child.

  Business Response

  Date: 04/22/2023

  To BBB:
  RE: Incident at Aerial Express on 4/13/2023
  The front desk worker has had to keep on top of the lobby
  behavior especially on Thursdays. We have had many complaints from our
  customers. On 4/13/23, several children were playing and talking/laughing loudly
  in the seating area. The front desk worker walked over and asked the children
  to go sit by their parents. She then informed the mom of some of the children
  that we had been getting complaints from other parents. The mother became agitated
  and gather her kids up and said they were leaving. She informed the front desk
  worker that she wanted a refund.  The
  front desk worker told her she could not immediately give her a refund on her
  way out on the 13th.  We later
  found that they had stopped payment on their check for April classes prior to
  us depositing it.
  About 10 minutes after the mom and children left, her husband
  came to the gym demanding a refund and loudly using profanity with the front desk
  worker. Our employee asked him to please refrain from using that language. He
  did not comply so she asked him to leave the business due to his threatening behavior.
  He would not calm down or leave so she called the Monroe County Sheriff. About
  20 minutes later an officer came out.
  We have accounts of what happened from witnesses in the lobby.
  The witnesses do recall our employee asking children to go sit by their parents.
  However, we have not received any evidence that our front desk worker touched
  the children or tried to move anyone to a timeout, as stated in this complaint.
  Some parents have removed their children from Thursday
  classes or stay in their cars because of the playing and loud behavior of
  several children.
  We are willing to provide a refund for services that were
  not used by this family.
  The complainants have publicly posted a Google review and made
  a Facebook post regarding the incident that appear to contain false statements
  on their treatment at our business and are defaming to our business reputation.
   How can the Better Business Bureau help our
  business from false and defaming statements like in this situation?