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:06/17/2023

  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.

  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.
  
  
  I asked for my refund on June 6th not June 12th. June 12th is when Matt G confirmed my address and then proceeded to tell me that I’d have to wait for his CFO to get off vacation which he has not been transparent about who that is or why someone else couldn’t cut the check. Further I offered to come pick it up as I am not far from the location, no response to that at all. There is no valid reason for him to withhold the payment for almost a month. The owner even at one point suggested I wasn’t even talking to the owner. I have also reported this business to the attorney general. They have yet to call me either as I requested. 
  
  
  
  Regards,
  
  
  
  ******** *********

  Business Response

  Date: 06/18/2023

  Ms. *********** originally registered for a camp with us in 2021 which she unfortunately had to cancel.   She was offered a refund at that time or a roll over to 2022 which she chose the roll over.    In 2022 she unfortunately had to cancel also, again choosing the same roll over to a 2023 camp.   The 2023 camp also did not work out so she asked to take advantage of the refund, which was granted.   Due to the time since the original purchase, which were 12/31/2020 and 2/1/2021,  we were not able to refund directly back to the credit card which is how we refund 99% of all transactions.   A credit Card refund is done immediately but with the length of time since the transactions that was not an option any longer.

  Her refund was confirmed on June 12 and she was told to expect it towards the end of the month which will be roughly 3 weeks after it was accepted, roughly 4 weeks after her initial request.   Please feel free to contact me with any additional questions.

  
  Thank you,
  Matt G******

  ***********************
  
  ************

  Business Response

  Date: 06/19/2023

  We have informed Ms. ********* that a refund check will take roughly 3-4 weeks.   We feel that is a very acceptable timeline to receive a check but understand and respect her frustrations.  We have assured her it will be received towards the end of June.    As mentioned, 99% of our refunds are done instantly via Credit Card but due to the length of time since he original purchase a check is the only way to process the refund at this point.

  Any questions I can be reached via email at *********************** or by phone at ************.

  Thank you,

  Matt G******

  Customer Answer

  Date: 06/20/2023

  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.
  
  
  A month is not an acceptable time frame for a simple refund and Matt knows that which is why he explained it was due to the CFO being on vacation and not as there typical practices. I offered to come pick it up so it would not have to be mailed with no response to that request at all and still no response from the Matt about exactly who the CFO is. The lack of transparency and response further solidifies the shady business practices. I want to be contacted, I want my refund and I want the CFOs name. I told the attorney general the same thing.
  
  
  
  Regards,
  
  
  
  ******** *********