Complaints

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• Initial Complaint

  Date:07/10/2023

  Type:Billing 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.

  Fire and Ice over-invoiced us in June by $30. They are aggressive with their late fees, so we paid the invoice in full, and reported the billing error to them. They did not respond until we had another issue a couple of weeks later -- we learned that a 7-year-old was teaching classes. We contacted them again in alarm, and when they confirmed that the 7-year-old was, in fact, an instructor and that they did not believe "age matters" because she's a good gymnast. We were horrified about the safety issues this poses, and quit immediately. We once again asked that they remit the $30 overpayment to us. They are refusing on the grounds that their policy is not to issue "refunds." To be clear, we are not asking for a "refund," we are asking that they settle the billing error, as they were not contractually allowed to bill us that amount in the first place.

  Business Response

  Date: 07/10/2023

  Hello,

  As we previously communicated by multiple emails, the gymnast you are speaking is 8  years old not 7 and this is her gym. She is more than qualified to teach every class that your children participate in. As far as safety again, she is well trained and an adult was less than 10ft away the entire time. Additionally, you signed a contract that states no refunds or credits will be issued. We out of good faith offered you multiple ways to rectify this which included 3 Open Gym Passes and we have asked you to come in for a personal meeting with the owner and the finance dept., in which you have refused. With that refusal so we are unable to come to better understanding. I stand firm in my previous decisions and the decision of my staff. As I have said before we offered you 3 open gym passes and wished you the best of luck on your next endeavors. 

  Your lack of willingness to resolve this until you get your way is unreasonable and will not be accepted. I apologize that Fire & Ice was not the right fit for your family. We wish you and your family the absolute best!