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:05/26/2023

  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.

  I cancelled my two son's membership on Jan 2023. This company continued to charge my account on Feb 2023. According to them, my cancellation wasn't at least 30 days before the next billing period. I emailed them for a refund because that was not true. I received an email back stating that both my son's account is 60 days passed due. Which also was not true. Now, for the month of May 2023 I was charged 6x after it was confirmed in Feb via their email that both my son's accounts were closed. No services were provided in the year 2023. This company continues to say that their accounts are late even though it was automatically paid when they did attend. I have disputed these fraudulent charges with my credit card company but I hope to inform other people and I hope to have BBB investigate this business for fraudulently charging people.

• Initial Complaint

  Date:12/23/2022

  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 enrolled my 8yo in jiu jitsu, and agreed to monthly autopay, signing a contract that required 30 days written notice before cancelation, (and payment during that notice period). The contract did not specify that a specific form be used. Shortly after enrolling, my son sustained an injury, and I requested his account be frozen. GB sent me a freeze/cancelation form, but did not require that I return that form before freezing his account as asked. A few months later, I unexpectedly became a foster parent to a toddler and infant (my son's half brothers), with exceptional needs. (Toddler sustained abuse requiring brain surgery and needed 24/7 care, necessitating I take several months unpaid from work.)
  
  I did not try to get more favorable contract terms. Instead, on Nov 2, I thanked Gracie Barra for classes so far, explained circumstances and provided notice of cancelation. I stated that I understood I would be charged for a final month on November 7th, even though we had no intention of attending further classes. GB charged me for Nov, but also December without telling me they planned to do so. When I saw the charge and reached out, they said they would continue to charge me indefinitely until the form was returned. This was the same form they didn't require I use once, but was now mandatory. I asked which provision they were relying upon to insist upon use of that form. There was no answer, but GB continued to state I would be charged unless that form was used, even though I had provided all information requested in that form by email and explained the real issues I had returning the form either in person (sick toddler) and lack of working printer/scanner.
  
  The lack of empathy is one thing- many businesses would have waived the extra month of payment in these circumstances- single mom on unpaid leave for very sick kid- but they had the right to insist on the contract terms. I could not ignore the lack of professionalism or threat of perpetual unauthorized charges.

  Customer Answer

  Date: 02/28/2023

  Yes, shortly after the complaint was filed, the owner contacted me and refunded both the extra month's charge that was made in error, as well as the prior month (in effect allowing me to cancel without 30 days notice.) I appreciated this interaction and just regret that it needed to be escalated to get to this point.