Complaints

This profile includes complaints for Renzo Gracie New Hampshire's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Renzo Gracie New Hampshire

  20 Rockingham Rd Windham, NH 03087-1309

• 

  Renzo Gracie New Hampshire

  590 2nd St Manchester, NH 03102

• 

  Renzo Gracie New Hampshire

  34 Portsmouth Ave Exeter, NH 03833-2106

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:11/20/2024

  Type:Product 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.

  In July 2023, I signed my son (Maxx ***) up for Renzo Gracie monthly Jui Jitsu program after he attended a trial class with his step-father, ******* ****** who was a long term student at this location. After attending one class at the gym under his new contract with his stepfather he decided he no longer wanted to attend this program. On July 31st, 2023, his step-father attended class without Maxx and spoke to the instructor ***** and cancelled Maxx's contract on that day. I received a text message (which I have) from his step-father saying he had successfully cancelled ****'s contract with ***** (the instructor). His step father continued to go to the gym for multiple months afterwards without Maxx. I did not notice until June *********************************************** my checking account that ******************************************* had continued to charge me $140.95 each month. 11 months of unauthorized charges totaling $1550.45. I immediately contacted Renzo Gracie and spoke to the owner, Professor ***** and was told that unless I had paperwork showing the contract was cancelled that he would not refund the money. I explained that Maxx had never been back to the gym and that it could easily be verified and that the instructor ***** could verify the cancellation and that Maxx never attended again with his step-father since *** was a regular student of the gym and was known by the instructors. Since a year had passed, his step-father couldn't recall if there was paperwork received and is no longer a member at that gym. I have left multiple messages for the owner, Instructor *****, since letting him know these details as well as the text messages I have from that period of time showing Maxx's cancellation but he has never returned any of my calls/messages.

  Business Response

  Date: 12/03/2024

  Afternoon ******
  

  First of all, I apologize that you felt necessary to write this grievance complaint with the Better Business Bureau.

   

  You and I did have a couple conversations regarding this issue in matter,

  Even look back in my text feed and I only have one text from you asking if the gym was open for you to come in To sign the paperwork and cancel your sons membership.

  When you first called, you complained about the charges I asked if you ever came in and canceled and filled out the 30 day written notification that was policies of procedure of the credit card company just like the one you filled out when you signed up your son, which is a carbon copy you get a legal receipt and the academy maintains a legal receipt for your file.

  That copy gets forwarded to the billing company to stop charges.

  You were explained this when you signed up your son. It is stated right in the middle of the agreement that you must come in and fill out a cancellation form. It does take 30 days to process the cancellation you signed that agreement with that acknowledgment.

  I could certainly attach a copy to this response, but I do not want to put all of your public information out there.

   

  After you filled out the cancellation, you did call me one more time you and I had a conversation and you asked if you would get a refund because your son did not attend classes.

  We reviewed Max, his stepfather did not have the paperwork. I do recall you were not on good speaking terms with him and I explained to you I am sorry I cannot refund you our years worth of money, not knowing if your son went or not if that was the case we would certainly not be able to stay in business if people ask for a refund.

  Certainly, we have made mistakes in the past with paperwork or things have gotten lost in transition. That is exactly why the billing company and the credit card processing company have these policies and procedures of carbon copy forms and once again you did sign one when you enrolled your son that stated the policies of procedures right on it.,

  So that if mistakes happen, theres legal records and transactions.

  You came in filled out the cancellation form received a copy in your account was immediately ended. I am sorry that even now five months later you feel in need to go and file this complaint..

  I tried to help you I even told you I would give you an account credit so your son could come back and train but I cannot apologize for you not noticing on a credit card statement or coming to us a year later asking for something that is far above and beyond policies and procedure!!

  once again, I apologize youre upset. I dont find it fair that you lost track of your finances for an entire year and then came back looking for a refund and then filed this complaint on us. We followed all the steps needed and we were there to provide your son with classes. If there was anything we could do to work it out please contact us directly and as I did help you and your account, I will strive to try to help you the best that I can.

  as we never once took unauthorized money from you, your son or your credit card, you free and willingly signed the credit card authorization form.

  The paragraph down below is on the written agreement that you signed at the time of enrolling your son. These were the policies and procedure followed. Once you and I talked you came in. Did the written notification received the receipt in the account was 

   

  Expiration Date*:
  08.2
  CV Code:
  177
  By signing this form, you authorize Renzo Gracie NH to charge the credit card listed above for the amount instructed. The recurring charge will stay in effect until you chose to cancel by giving 30 days written notice before monthly or annual membership agreement renewal.
  ?Cancellation

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22582171
  
  I do not accept the business's response as a resolution to my complaint because the information the business owner responded with was incorrect.  I did not get a response to my text.  I did not get a returned call to the 2 voicemails I left.  I was not offered an account credit.  I personally have never come in and filled out cancellation paperwork, his step father did in July 2023.  

  Maxx's step father (***) cancelled Maxx contract with *****.  I verified with *** that he does not have a copy of the paperwork since a year has passed, he did not keep it.  He does have and we have provided information (text) showing he cancelled with *****.  My voicemails that were never returned by the company requested the company discuss with ***** who would recall this cancellation since *** (step father) was a regular at the gym and continued to attend without Maxx. 

  The cancellation should have been effective Aug 2023.  I did not feel the need to verify that charges from Renzo Gracie were no longer going to my account since I had confirmed cancelation between *** and *****.  

  Sincerely,
  
  ****** ******

  Business Response

  Date: 12/10/2024

  I sorry, Im not gonna continue to go back-and-forth with you.

  I push you to be calling me a liar. I am sorry you feel like that.

   

  As I call you, thats all I was aware of the situation and I am the one I asked you To come in and fill out the cancellation during one of our conversations and you did!!

  regards to the credit you asked for a full years refund because you were unaware that your credit card was getting charged for a year. I explained to you that the credit card processing company will not refund a whole years worth of charges because you didnt know that you werent being billed.

  .

  I furthermore explained to you that we could work something out in house for a couple of month

  With an in-house credit.

  with an in-house credit

   

  As Ive said to you in the past, as I said in my prior response

  I would like to try to work this out with you but in respect respectfully do not call me a liar as I did contact you on multiple occasions weve had multiple conversations and there was no cancellation on file Until you finally came in and filled out the form And explained to you in the past and again its a legal document between our customers, and the credit card processing company as soon as you filled that out, your account was closed

   

  Apologize again that youre upset and you did not track your finances for an entire year to catch this sooner so we couldve resolved it sooner 

  Customer Answer

  Date: 12/10/2024

  Hi there- Im not sure what to do with the responses Im getting.  The information hes providing is incorrect, I have phone records to show when I called and no return calls back.  I also never went in to sign paperwork as he stated.  I dont feel comfortable going in to speaking to him nor calling him again based on his tone in his messaging.  
  

  The cancellation paperwork was completed over a year ago, my ex no longer has the paperwork.  I put a stop payment on the account as soon as I saw the unauthorized payments.  What are my options to getting this issue resolved?
  

  Thanks,

  ******

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22582171
  
  I do not accept the business's response as a resolution to my complaint because: 

  I am not calling you a liar, you are mistaken with your recollection of events.  I have phone records to show when I called and no return calls back as well as unanswered texts.  We spoke one time on the phone when I informed you of the issue.  You requested I provide a copy of the paperwork or come in and sign new cancellation paperwork.  The cancellation paperwork was completed over a year ago between ***** and ***.  *** no longer had his copy but did have a text from that day stating he had cancelled with *****.  I left all of this information in my voice mail requesting a call back.  I put a stop payment on the account as soon as I saw the unauthorized payments.  I was contacted by ***** asking for an updated payment method.  I explained the situation and they recommended I try to contact you again.  I left another voice mail with the info and still did not hear back.  This situation has been a source of anxiety and frustration and I felt I had no option but to contact the BBB.  

  I understand that a small business cannot refund a years worth of payments without a financial impact.  I am looking for a middle ground.  I do not feel comfortable having anyone I know attend classes at Gracie based on the treatment Ive received and request a partial monetary refund. 

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/10/2024

  Type:Order 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.

  A little more than a year ago I signed up my daughter and I for a year membership with the Renzo Jujitsu. The place is busy and the registration was fast with little details given to the membership renewal or cancelation clause. We couldn't continue three months before the completion of the year memberships and requested to suspend the membership. I was told by *****, the owner, that the membership couldn't be suspended, the service was like cable where you pay even though you can not come. I was told to comeback at the end of the 12-month period to cancel it if I want. We were traveling a month before the end of the 12-month period. I was able to go a week after the end of the 12 months period and submitted a membership cancellation. I was surprised to see that both memberships were renewed even though I was requesting their cancellations few months before the end of the period, being unable to go for months and submitted a membership cancellation. The owner said that this is with a third party and he can not do anything. The cancellation process needs to be done 30 days before. This is very fishy as he made me wait to the end of the period to tell me that he can not do anything for me. The total unauthorized amount that he is stealing from my is $1,991, two 12-month memberships. He is not ethical or honest with the registration and membership process. They have the credit card information and have the power to do unauthorized charges. I found at the ** costumer protection and antitrust bureau that"Health club and martial arts members in New Hampshire who prepay their memberships are protected against unfair contract clauses and against losing their money if the club suddenly closes. Prepaid membership contracts:Can be canceled by the purchaser within three business days by notifying the club in writing Cannot require contracts for longer than one year Cannot include an automatic renewal clause"According to this, I should be covered by the law.

  Business Response

  Date: 05/22/2024

  The customer signed up for a highly discounted family plan option. Several times throughout his membership the customer was explained the process to cancel should he want to do so upon the renewal of his contract. In fact- an exception was made to our standard policy and procedure to accommodate one of his family members and to cancel out the reaming contract with no fees.

  the Customer contract auto-renewed as was documented in his paperwork; and repeatedly explained throughout his attendance at the academy. 
  

  One month after his auto-renewal occurred- during which he used the facilities- the customer filled a chargeback in his credit card. The credit card company rules in our side; and did not refund the customer's money. Following his chargeback not being returned the cusomer filed a compliant with BBB.

   

  it should be noted the customer has NOT ONE TIME REACHED OUT DIRECTLY TO ADDRESS OR PROBLEM SOLVE this issue. Throughout his time as a member the customer repeatedly attempted to bully female staff members. We feel this is a continued attempt to use bullying tactics.

  The customer signed a contract for a discounted family plan- Policy and procedures for cancelling were repeatedly explained - He used the membership for 1 month prior to filing a credit card grievance- When the cc company rules in favor of the buisness he filed a BBB complaint- NOT ONE TIME has the customer contacted us/the buisness directly- the customer repeatedly attempted to bully female staff of the establishment- 

• Initial Complaint

  Date:08/03/2023

  Type:Billing 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.

  I've been trying to cancel my auto payments from my checking account for six months. I have spoken to Professor on three separate occasions to request this cancellation, including an in-person visit to physically sign the stop payment form he told me was necessary to cancel payment. It is now two and a half months after I signed the cancel payment form, and our account continues to be charged. When I spoke to him this morning, he told me that there is nothing he can do and that he does "not have the time to call his billing company" to rectify the situation. I have filed a stop payment and charge dispute with my bank, but I want everyone to know that this company has made it almost impossible to cancel services. Something seriously shady is going on here. I would never ever use this provider again, and I warn all others considering their services. YIKES.

  Customer Answer

  Date: 08/03/2023

  After five months of trying to reach resolution with Renzo Gracie of Exeter, NH, they resolved my issue once they were notified of my complaint. 

• Initial Complaint

  Date:03/03/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Came to this gym, seeking help with my depression after losing my father. They offered a free first class, and then I decided to sign up. They never once mentioned to me there was a 30 day cancellation process which is a complete scam. I decided this gym was not for me and canceled my subscription before my first month was up not knowing this was their policy. They then charge me another month the next day, which was not even 30 days after I signed up. I then called because I was very confused why I was charged again and the man lied and said they told me which they did not. They also made sure to distract me when signing what they gave me. I don’t even know how this is allowed but they charge me $450 for one class that is almost half of my rent and I am struggling to barely make it.