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:08/29/2022

  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.

  I joined RH91 with the understanding that the cost of membership INCLUDED tennis drills, since I do not know how to play tennis. I specifically asked if drills were included, to which a YES, except for a few that are paid. Turns out that ALL are paid except for 1 lesson on Saturday mornings, which will never work as a single mom with kids in sports. I was misled about the availability and costs associated. Membership is "access" to courts. So you need to know how to play tennis well and know people to play tennis with, or PAY a lot extra to learn or be available for the only free drill time on Saturday at 11:30 . Not clear. Nowhere does it indicate that the membership is access to courts and ONE drill. They throw out the gym membership is included, but when I signed up, I was VERY clear that I had a personal trainer and DID NOT need a gym membership. Lied about what the membership entails for tennis.
  
  On the website, the schedule listed has several times for drills without ($xx) listed. It would be assumed those were free since there are clearly ones marked with fees. However, they are not, in fact free. This is misleading and confusing.
  

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 19, 2022/10/31) */
  ***BBB note: There was an issue receiving the referenced documentation. BBB is working to upload that information, but is using the general explanation below as the formal response since the attachments are just supplemental information.
  
  Hi ******!
  
  Thank you for the follow up information.
  
  I will scan and send proper documentation immediately following this email.
  
  1. Jake Hunt (Front Desk Supervisor) provided rates and membership information upon enrollment. ( Please see attachment of lessons/drills on next email.)
  2. Kristin ******** (General Manager) toured and provided rate sheets and verbally discussed options for ******'s tennis. ****** spoke about her abusive military divorce and was excited to start playing tennis for herself. She then purchased a paid in full membership. Please see signed attachment of Membership.
  3. Kelly ***** (Adult Head Tennis Professional) - ****** took a lesson with Kelly on 6/24 and paid for it. She also took another drill on 7/14 and paid for it. ****** was aware of drills and lessons were additional. If not, why did she pay for 2? In addition, Kelly does have all necessary text documentation of their conversation. See attachment of both statements with drills/lessons on next email.
  4. 8/29/22 ****** called upset and ******* said she would charge her just the 2 months she was here. Also, Kristin waived the mandatory $149 enrollment and $25 process fee. ****** paid $1163.34 minus 2 months at $109 plus tax = $926.77. Check #8220 written on 8/29. Racquet and Health 91 gave her a refund in good faith and for her to turn around and issue a complaint with BBB is 100% wrong.
  Please note ****** joined June 24th, 2022.
  
  RH91 has a RIGHT TO CANCEL: If you decide you do not wish to remain a member of the club, you may cancel this agreement by mailing to the club by midnight of the third business day after the day you sign this agreement a notice stating your desire to cancel this agreement. The written notice must be mailed by certified mail to the following address: Racquet and Health 91, **** East ** ******* Tulsa, Oklahoma XXXXX. All monies paid under this agreement shall be refunded within 30 days of receipt of the notice cancellation.
  
  
  Thanks for all your help!
  
  
  ******* ********, MS, AT Ret
  
  General Manager
  
  **************
  
  Tulsa, OK XXXXX
  
  (XXX)XXX-XXXX