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:08/04/2022

  Type:Sales and Advertising 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.

  I paid for 5 classes at Court 16 and it had a one month deadline. I found out I had cancer and had to have emergency surgery, so I emailed Court 16 to ask for an extension of the class package. They refused unless I provided proof/medical documentation that I had cancer. I had to provide *************** private medical records which they uploaded and stored on their computer where Im guessing any employee has access to. They never mentioned what safeguards are in place to protect my privacy and to make sure no one had access to my private medical documentation. I felt very violated and I felt like my privacy was violated. It is unethical to ask for *************** health records and a violation of the Americans with Disability act to ask for proof of cancer in order for an accommodation.

  Business Response

  Date: 08/08/2022

  Hello
  I would like to apologize on behalf of my company for this situation. We absolutely did not intend to cause an invasion of privacy or be inconsiderate during this difficult time. To this end, I have called and spoken with the client. 
  They were understandably upset and I refunded the client in full immediately. I listened to what they had to say, apologized, and explained where I believe this issue originated from: While it is our general policy to require documentation when a client requests a package extension / return outside of our stated policies, submitting medical records was not requested. A Doctors note stating that they could not exercise for an extended period of time would suffice. 
  In order to maintain consistency within our organization, it is our general practice to request documentation to honor a policy exception request. This is how we ensure that client requests are uniformly addressed, client needs are met whenever possible, and we maintain the integrity of the business. We have learned from this experience, and are updating the language we use to be more clear and compassionate when clients are requesting policy exceptions due to sensitive situations.
  
  Thank you

  Customer Answer

  Date: 08/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   In the email I received, the business specifically wrote medication documentation was required. A violation of the Americans with Disability Act, I asked for reasonable accommodation and was told I had to provide medical documentation that should have been private between my doctor and I. It is incredibly upsetting that the most awful moment of my life is attached to my court 16 account and saved on the Court 16 server where anyone has access to my cancer results. All because I asked to extend the class package by one month. Its inhumane and a example of capitalist corporate greed gone too far to be told I either provide proof that I have cancer or forfeit the money I paid for the class. 
  

  Court 16 has no right to ask for medical documentation of my cancer. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ** ***