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:11/20/2024

  Type:Service or Repair 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 am writing to express my dissatisfaction with the management of the *** Western PA franchise, particularly with its owner, ******. I joined *** in February of this year when our group had over ten members. Unfortunately, the membership quickly dwindled to just four members. Despite this, I remained optimistic about the benefits of the organization.Recently, we were informed that our funds for the rental room were running low, and each of us would have to pay additional dues. Given the small number of remaining members, this would be quite costly. I reached out to ******, suggesting that he contribute to the costs as a sign of support. He refused, stating that he couldn't help.The final straw came when I missed a meeting to attend my son's swearing-in ceremony for the Air Force. I received an email from *** regarding the strict attendance policy. While I understand the importance of attendance, being chastised for prioritizing a significant family event was disheartening and insulting. Small business owners juggle many responsibilities, and being a father and husband is paramount to me.When I contacted ****** this morning to discuss stepping away from ***, I received an auto-response directing me to a link for further communication, indicating his unavailability. If I treated my customers this way, I would soon have none.Out of principle, I am now seeking a refund. ****** has informed me that no refunds are issued. I am reaching out to you in hopes that you can intervene and discuss this matter with him. I believe that ***'s structure and policies are not conducive to the needs of small businesses, at least as managed by the Western PA franchise.Thank you for your attention to this issue.

  Business Response

  Date: 12/14/2024

  Hello,

  Thank you for the opportunity to respond to Mr. ****** inaccurate complaint.  First let me start of by correctly defining the timeline of Mr. ******** membership in *** Western PA.  He stated that he became a member in February 2024 and only recently stepped away from the ************ in Profit chapter.  Mr. ****** resigned his membership, by personal choice, in July - not November 19th as indicated in this complaint to the BBB.  As for the other items in his complaint let me address those in detail one by one:

  I do have an auto response on my email.  I receive dozens of emails each day from our over 500 members.  As a professional who is not always in the office.  I have found it useful to have this auto response letting individuals know that they can reach me text for any time sensitive issues and there are some answers to FAQs that members.  On the morning that Mr. ****** emailed me with his concerns.  I phoned him later on that same day to discuss his concerns.

  As for the correct information regarding costs associated with meeting venues for our *** meetings.  *** offers three different formats to host a meeting.  Those formats are 100% in-person, in-person 1 week a month and virtual the rest, and 100% virtual.  In this particular case, the chapter membership decided that they wanted to meet in-person and that the members are responsible for that cost.  As a chapter, they made this decision not *** or me.  The other members of the chapter were willing to absorb the cost.  In fact, shortly after Mr. ****** resigned his membership.  The chapter has been using facility that do not charge a rental fee or taken advantage of the online platforms that we provide for the chapters.

  Regarding the statements concerning Mr. ****** missing a meeting to attend his son's swearing in ceremony.  As he admitted.  He was absent from the weekly meeting.  *** does have a system and a process to document members attendance.  When a member misses a meeting.  They do receive an email indicating how many absences they have and how it can affect their membership.  The main purpose of the letter is to ensure our members know where they stand with the attendance policy.  In this case, Mr. ****** decided not to attend for a family event.  We understand his choice.  As a father of a Marine, I understand 100%.  The letter merely documents his absence.  To my knowledge, this absence in no way affected his long-term membership with the organization.  He was treated the same way any other member is when they miss a meeting.  In fact, this email helps when a member is incorrectly marked as absent and resolves an oversight before it becomes a problem. I would also refer you to Page 3 of Mr. ******** application to the chapter.  On the application he indicates his ability to send a substitute if he is unable to attend the meeting.

  The last item regarding a refund.  Please refer to bottom of Page 4 and the top of Page 5 regarding our refund policy.  We offered Mr. ****** a certificate of credit to be used at any chapter within all of ***.  He decided that he did not want to pursue any option made available to him.

  I have personally spoken with Mr. ****** on two occasions, and he has spoken with the US National Director of ****  Lastly, I would refer you to the over 40 5-star ****** reviews from our members.  At the heart of this entire issue, Mr. ****** disagrees with how an organization with *******+ members globally conduct business. 

  Please let me know if you have any questions regarding this response.

  ****** J. *******

  Executive Director for *** Western PA

  Customer Answer

  Date: 12/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  I just want to protect others.  Absolutely a lot of people have good ****** reviews but bad practices.  My mission is to protect other small business from making the mistake I did and just like his response just says you signed an agreement oh well you resigned.  I'm not here to argue facts I agree most *** groups probably are happy and it's a great tool the reason the corporate headquarters can not help is because he is a franchise.  I'm not here to fight and argue just to state the facts I was mislead and feel taken advantage of with no solutions offered but for him to keep my money. 

  
  Regards,
  
  ***** ******