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:01/06/2023

  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.

  April 2022, I enrolled my daughter in tumbling classes to help improve her tumbling skills. This was our 2nd time attending tumbling classes at this gym and also referred other friends. In July 2022, our schedule changed due to our new dance schedule. August 2022, I notified the office that we would no longer be able to attend classes due to a change in our schedule and asked that we were removed from the class. Fast forward to January 2023, I receive a notice from Cheer Athletics notifying me of a student absence. I immediately contacted the office and advised of the situation because why would I just now receive notification of an absence if we had not been in class since July 2022. The front desk stated that there was no way anyone would have dropped my class from a verbal request, and I could speak with the director for a refund. Although she agreed to drop the class for me through a verbal request (same as I had originally requested). After reaching out to the director and explaining the situation, he refused to provide me with a refund for services not rendered.

  Business Response

  Date: 01/22/2023

  I had explained the reasoning for the way we do our drops for our classes as well as sited the terms and conditions that were signed that explains the process in detail. in these terms it specifically states taht the only way to drop is through the portal and that no other form verbal, written, email, fax will not be accepted. Will submit those terms and conditions as well as the signature.
  We did offer a refund for ******* since we would be able to open the spot in that class to another athlete. Without the drop that spot was taken by her athlete which is why a refund is not given for the other months. We have several families who will stay in a class even if their attendance takes a dip because they want to secure their spot, this is not uncommon for family vacations, or for other extracurricular activities that *** interfere. This is the primary reason for the protocl to drop, and it being the responsibility of the family as they know there schedules the best as well as they are the ones who had to enroll.
  Yet again this process for withdrawl is in the terms and conditions.
  See Attachment/File: Policy_Report_01-18-2023.pdf

  Customer Answer

  Date: 01/30/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not agree with this response or resolution. The policy says one thing; however, I was told something completely different by a staff member. I was advised that the class was/and had been dropped. However, like I mentioned, I received an email from the studio in January advising me that my daughter had missed class. Initially, I thought something was wrong with their system, only to find out that I was still being charged and my class was never dropped as I was advised. Please note, I was advised the same thing after speaking with the director that a staff member had removed my daughter from the class.
  
  This is not the only extracurricular that we are involved in, and we have never had any issues from other facilities. We also understand breaks for vacations, holidays, etc., but to continuously charge someone for 6 consecutive months without 1 ******* is a bit extreme, should not be allowed, and very much fraudulent. There are several entry level classes, and they are not in this much of demand to where I would agree to pay 6 month's tuition just to keep a spot. They open and readily available, so much to we weren't even on a waitlist. So again, this would not be standard/proper protocol for our family. This should definitely bring awareness to other athletes/families that are being taken advantage of. Because I was advised that our classes had been dropped, I am requesting a full refund for every month my daughter did not attend a single class, beginning July 2022-January 2023.

  Business Response

  Date: 02/03/2023

  Please note that we have 3 separate, independently-owned franchise locations in the DFW area. This case is specific to our ****** location and is unrelated to our ***** and ****** locations.
  
  Their contact information:
  
  *************************** - *********************************
  ********************* - ******************************
  
  Cheer Athletics ******
  *******************************************
  ******, ** 75033
  **************
  ***************************************
  
  Thank you,
  
  *********************,
  Cheer Athletics *****

  Customer Answer

  Date: 02/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thanks for responding ****. I have been in contact with *********************; however, there has been no real resolution. Furthermore Cheer Athletics (******) continues to charge my account.
  
  *UPDATE* Since ***'s last response on January 22, 2023 stating that my account had been refunded for ******** my account has been charged yet again for this month (February 2023). This continues to happen although I was informed by staff and now the director/franchisee owner that classes had been dropped. My daughter (again) has not attended a single class since July 2022. I am requesting a full refund from July-December 2022 and now February 2023.
  

  Business Response

  Date: 02/15/2023

  Due to the fact that it is not normal protocol for ** to Drop athletes from the class, the drop did not happen until after tuition was run. Since then the athletes drop and refund to the card for February has been finalized.
  
  As stated before, as a courtesy we gave a refund for ******** The protocol to drop are very precise in the Terms and Conditions which were agreed to by The customer.

  Customer Answer

  Date: 03/07/2023

  Unfortunately, my issue was never resolved. Despite being told by a staff member that our class would be dropped, I was still charged for 6 months because their "policy" says otherwise. This is fraudulent. Initially, when I brought this to the company they assured that the class would be dropped but refused to refund me for every month we didn't attend. I am really disappointed that this company has handled this situation very poorly, unprofessional. Being charged for services that were not rendered is against the law, and there should be consequences for businesses that take advantage of clients and hide behind a one sided policy. Regardless of what the policy says, I trusted an employee, a member of their team, and was still taken advantage of.