Complaints

This profile includes complaints for Gorin Tennis Academy Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Gorin Tennis Academy Inc has 2 locations, listed below.

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  Gorin Tennis Academy Inc

  13203 NE Spring Blvd Bellevue, WA 98005

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  Gorin Tennis Academy Inc

  8970 Carriage Dr Granite Bay, CA 95746-8802

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:12/01/2024

  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.

  Dear BBB,I am writing to formally complain about the unfair business practices and customer service at ********************, particularly concerning their cancellation and refund ********* Experience:Recently, I had to cancel a group session scheduled for the morning following a sleepless night. Due to severe insomnia and the potential health risk of attending (including the possibility of cardiac issues), I decided it was in my best interest to cancel. When I contacted Gorin, they refused to issue any form of refund, citing their 24-hour cancellation fee policy.However, this policy was not clearly displayed on the session reminder or in any other communication prior to the session. It is highly unreasonable to enforce a policy that is not explicitly communicated, especially when the cancellation was due to a legitimate health ********** Friend's Experience:This is not an isolated incident. A friend of mine experienced similarly dismissive and unfair treatment. On the night of 11/19, during a city-wide power outage, they scheduled a court rental. Attempts to call and cancel went unanswered, likely because Gorins facilities were also affected by the outage. The following day, after the power was restored, they reached out again to request a refund. Instead of understanding the situation, Gorin staff rudely declined and shockingly suggested they purchase a membership to resolve the matter. This behavior is not only unprofessional but also exploitative.Request:I kindly request that Gorin:1. Refund the charges for my canceled group session.2. Clearly communicate cancellation policies in all session reminders and relevant correspondence moving forward.3. Provide training for staff to improve professionalism and customer service.Thank you for your time and attention to this matter.

  Business Response

  Date: 12/12/2024

  At Gorin Tennis Academy, we strive to maintain fairness and transparency in all our operations. This includes consistently enforcing our policies, particularly our cancellation policies. These policies are designed to ensure smooth scheduling and provide clarity for both our clients and staff.
  
  We understand that unexpected circumstances can arise, which is why we offer cancellation protection as part of our affordable, annual memberships. These memberships provide clients with added flexibility and peace of mind through cancellation protection passes, as well as other exclusive benefits.
  
  Our team has taken the time to explain these policies and membership options to the client, and we encourage the client to reach out if they have any additional questions or need further clarification. We look forward to continuing to serve the tennis needs of the community.

• Initial Complaint

  Date:09/13/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 deep dissatisfaction and frustration regarding a recent experience with your tennis facility. I have been a customer of ******************************************* for some time, specifically attending the weekend group classes at the Bellevue location. While my previous experiences were generally positive, a recent incident has left me deeply disappointed.On 07/16, I was informed that I had been scheduled for a private ****** at the ******* location, despite having no prior knowledge of this appointment. This appointment was set for next Tuesday, which posed a significant inconvenience as it coincided with my work schedule. I immediately contacted your facility through the provided contact number but could only reach an answering machine, which did not offer any immediate assistance or resolution.Following this incident, I continued to reach out to your facility to address the issue. Eventually, I was able to speak to a representative who apologized for the scheduling error and assured me that the appointment had been canceled. I was further told that I would receive a refund for the erroneous charge within a few days.Unfortunately, despite these assurances, it has now been almost two months, and I have yet to receive the promised refund. I have made numerous attempts to contact your facility through phone calls but have received no response or information regarding the status of my refund. Furthermore, I have encountered difficulties in attempting to remove my bank information and personal account details from your online platform, which has only added to my frustration.This situation has left me with no other option but to conclude that my funds have been mishandled, and I am left with no resolution in sight. It is disheartening to feel that my hard-earned money has essentially been withheld from me without a valid reason. I strongly believe that this does not reflect the professionalism and integrity that customers should expect from a reputable tennis facility like Gorin Tennis.I kindly request that you address this matter urgently and provide me with a clear timeline for the refund process. Furthermore, I would appreciate assistance in removing my bank information and personal account details from your online platform as soon as possible.I hope that we can resolve this issue amicably and promptly. I value the quality of instruction and services that Gorin Tennis has provided in the past and hope that we can continue our customer-provider relationship on a more positive note.Please respond to this complaint within 7 days with a detailed plan for refunding the amount in question and assisting me in removing my account details from your platform. Failure to do so may necessitate further action on my part to ensure a fair resolution to this matter.Sincerely,***********************