Complaints

This profile includes complaints for Texas Dynamix Gymnastics's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Texas Dynamix Gymnastics

  1300 E Plano Pkwy Plano, TX 75074-8545

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  Texas Dynamix Gymnastics

  6074 I-30 Frontage Rd #6078 Royse City, TX 75189

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  Texas Dynamix Gymnastics

  14050 Heartside Pl Dallas, TX 75234

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:02/03/2025

  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.

  Fraud occurred when Texas Dynamix increased annual tuition without prior notification or approval, violating the policy that stated tuition and fees would remain fixed annually. The policy also required enrollment in auto-debit for monthly tuition payments, with the expectation that charges would be accepted as part of the annual cost structure, which was to remain consistent throughout the year. Despite informing them to stop charging my card, they continued to process unauthorized charges, including an unexpected monthly tuition fee increase of $85 and a $271 charge for past due balances. This change in tuition occurred within two weeks of signing up, without any explanation or proper communication. The policy clearly outlined that fees would remain consistent, but the sudden increase violated that agreement. There was a consistent lack of communication with coaches and administration, and despite multiple attempts to resolve the issue, no one returned calls or addressed my concerns. When I finally spoke with the manager, they acknowledged poor communication but claimed the business could change fees at will, offering only a partial refund for the unauthorized charges.

  Business Response

  Date: 02/03/2025

  On May 31st 2024, ****** ****** ****** approved and signed our policies and procedures which included payment and cancellation procedures. Families were notified of our move on November 18th 2024 and 2 times thereafter (January 2nd and January 5th). Families were also notified that we would be closed/unavailable over a two-week span due to the move (11/14/24). Our policy states that cancellation requests submitted after the 25th of the month are not eligible for refunds. Cancellation requests can be submitted via our parent access portal or our front office. However, verbal notice, emails, or texts do not substitute submission of the form. The customer called requesting the drop in early January and requested a refund of January's dues. Once our office reopened, we communicated that we could process the request, but the family was not eligible for a refund. Customer communicated their frustration with the closure and their perceived inability to process a request prior to the drop date deadline. We explained how drop requests are processed and that she could have still submitted her request in alignment with our policy. The customer became frustrated and demanded a refund once again from our office and called us "unethical" for increasing prices. We stated our purposes for the price increase and explained that the company send out communication of this increase at a time later than the move email with transparency. Despite alternative offers of makeup tokens and event admission, the customer became rude with our team and submitted the required paperwork with annotations (see above) on 1/6/25. A hefty, uncouth email was also left with our office staff, criticizing our procedures, pricing, and facility move. She stated our business was being "unrealistic and unethical". Customer requested a callback with a facility manager. Our facility manager awarded a partial refund for the inconveniences. When our manager reiterated our policy and explained the possibility of a full refund, the customer proceeded to elevate her tone. The manager explained that despite her frustrations, her behavior towards our staff was unacceptable and that we held the right to no longer service her if she does not proceed with respect. Our next point of contact with the customer was through another party, calling on behalf of the account. At the time, due to the nature of the previous call, it was deemed unnecessary to follow up, as the request was already resolved.

  Business Response

  Date: 02/03/2025

  Attached is the full ledger report of ****** Walden ******. Alongside agreement to our polices & procedures, the customer enrolled in autopay. The scheduled charges and payments are broken down via the ledger attached.

  Customer Answer

  Date: 02/04/2025

  I am rejecting this response because: This is completely false. I initially signed my daughter up at Texas Dynamix Gymnastics (Plano) in January 2024. My friend and I both enrolled our daughters in the Saturday morning 11 am - 12 pm Tumbling 1 - Beginners Fundamental class with Coach *******. Upon enrolling in the class we were informed that The Tumbling 1 - Beginners Fundamental course would cost $63.75/monthly. We were told verbally, in emails, and in the policy that regardless of how many classes we attend or miss each month, monthly tuition and fees were calculated on an annual basis and would remain consistent throughout the year. There would be a 1x annual enrollment fee of $25 with the initial tuition charge, and each billing cycle would be $63.75/mo until the end of the year when we would either have the option to withdraw or re-enroll for the new year. Please note that not only did the emails from the company, but the policy, stated everyone is required to enroll in automatic debit or credit withdrawals and if we opt out a deposit would be required. Therefore, the company began automatically withdrawing monthly tuition from January 2024-December 2024.
  On January 25, 2024, parents received an email stating that tuition would be due on the 25th of the month (the policy shows the 27th), or by the latest on the 7th of the next month; after the 7th there would be a late fee plus the tuition fee (the policy shows a late fee will be issued on the 7th of the month); this would be deducted automatically for parents with payment methods on file. I stopped receiving payment receipts or alerts after the email on January ******************************************************** the email, nor transaction receipt provided.
  In May 2024 I called TX Dynamix and updated my payment method over the phone because the parent portal would not allow me access to the site. I gave the lady who said she was new the card information over the phone for future payments. Again, no mention in the change in cost of the class. In June I randomly came across a missed email from Texas Dynamix saying a payment on May 25 had been declined for $85. I called the location and asked why the card I provided was not billed and why their was no additional communication, either by email, phone, or in person when I was at the location with my daughter for her class; after May 25. I also asked why I was being charged $85 instead of the $63 I signed up for. I was told that I would need to speak to the owner or someone in billing but they would waive the $25 fee but bill the tuition fee to keep her enrolled until I spoke with someone. No one returned my calls or was available to speak to me in person to answer why I was being charged more without being notified. I received no contact from anyone at ************************* after this. In August when enrolling my daughter in the Day camp a lady mentioned having a past due balance. I told her that I had no notification o any past due balance, no notification of the increased monthly charge, and had provided updated card information for the required auto payments. She helped me gain access to the parent portal and I said I would make the August tuition payment myself but they were not allowed to bill the overdue balances until someone actually spoke to me. When I made the payment on the portal it automatically withdrew $271 for the past due balances and overdraft fees. At this point I finally get a hold of someone who at ** Dynamix and request the refund and am told that they cannot authorize the refund without a manager or take away the fees because they see past due balances, but an owner would call me to discuss; this again never happened. In September my husband took our daughter to class and was told she had been unenrolled by the person I spoke to about the $271 because I told them I wanted to speak to the owner and to not charge my card again until I do. He paid the September tuition of $85 to keep her enrolled and have an owner call me (he was unaware we signed up for a $63 class).  Between the lack of communication from the coaches and admin/owners, to the change in monthly tuition without notification or approval, the mixing of classes with coaches who just happened to be available and also the constant change of requirements from one coach to another for advancement to the next level; to the random flyer saying the would be moving, we decided enough was enough. I asked the 4 coaches and volunteer behind the counter how the process to not enroll in the new year considering nothing we have been told in person, emailed, or shown in the policy have ever aligned or stayed consistent. The response my friend and I received was just let them know - so we both told them this is us formally telling you that we are unenrolling and will not be at the new location in the new year. My daughter did not attend classes in December and on December 26 we were billed a new tuition fee, again without notification of the change in cost, approval to bill my card, and after informing the people at the front desk we were not going to attend moving forward. The emails parents received in December and the website all said that TX Dynamix would be closed until January 6. On January 6 I called and asked for the refund and said the charge was not approved, we were not going to this location, I never approved the past unauthorized charges and never received and call from anyone about them, and absolutely inappropriate it is to bill people at the increased amount without their approval and send an email 6 days after charging their cards (Jan 2) to inform them of upcoming changing in monthly tuition due to moving expenses and equipment fees. I was told I would need a manager to approve billing charges after the 26, to fill out a drop form and a manager would contact me to determine if they could approve the reimbursement. I did all of this and provided the requested feedback as well and on January 7 I received a email for an overdue balance for a late fee of $35 that had already been withdrawn from my account; 1 day after asking for the refund and verbally instructing to not use my card for anything else. I called TX Dynamix and received a call back voicemail saying dont worry it isnt a late fee its the one time annual fee and it wont happen again. After multiple calls and voicemails I finally received a call back from a manager who told me the only employee I had spoken to prior to her had left out a majority of the information I was providing and that she would refund the December tuition and annual fee and then proceeded to say that they are a business and can change fees whenever they see fit. I told her that I understand that can happen, typically companies that do that have it noted somewhere so that they can say people were notified of this process; but changing an annual policy without notice and then billing unauthorized amounts and not sending transaction receipts after could cause them to be sued. She then told me she had heard from multiple employees how rude I was and how disrespectful I had been; up to this moment she acknowledged I had only spoken to one other person and a little kindness would get me further than where I was. At this time only the annual fee has been refunded and no one will return my husband or my calls. 
  I was not rude or condescending even, I did not call anyone any names; I explained why I was frustrated and told them to refund the money to my account. My husband only called recently because they refunded only the annual fee, but not the class fee when realistically they owe everyone in the class a refund for the additional amount they began to bill January of 2024 to December 2024 - while knowingly not following their own policy and increasing the rate without notifying anyone. No one returned his call to say the matter was taken care of, or discuss any other concern. It has been this way from the very beginning.
  
  Included is the class I signed up for and the cost, the policy that states the annual fee, the drop request I was asked to fill out on January 6  with the feedback requested by the first and only other team member I spoke to.
  This company lies regularly and there are multiple parents who can back what I am saying. They cheated ppl out of money, broke their own policy for tuition fees for 2024, deliberately notified people 6 days after charges were made on accounts of increased fees for ************************************************************************************** call back when they are confronted with the information that backs the disputes. I informed them my bank had been notified but I was trying to work with them before disputing through BBB and ****************. The bank has acknowledged the case against the company.