Complaints

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• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  03/12/2025 @ approx: 12:00 pm Blackhills Gymnastics is denying my son to have his Service dog in close proximity to him during his ******* They are also denying his parent to be within close proximity. Child is 9years old, autism, medical, possible elopement. At first they wanted to deny entrance to facility after attending for over a year and than owner said we Service dog could not be in close proximity and parent could not be in close proximity of child.This is a violation of *** law and discrimination against the disabled.We are looking for a full refund of all payments made since he joined.Owner also degraded my son by saying, "there's a special needs class that's available"He does not need a special needs class he just needs his mom and service dog near by in case of anything.

  Business Response

  Date: 03/13/2025

  As per my discussion with the client yesterday, I have taken the necessary steps to ensure that we are able to meet both Rocky's needs and maintain safety requirement within our gym.  I have attempted to contact the client via phone today to discuss accomodations.  The client did not answer my call, I then sent the following email:

  Subject: Accommodations for Rocky
  Dear *****,
  Thank you for taking the time to speak with me and for sharing more about Rockys needs. My goal is always to provide a safe and inclusive environment for all athletes, and I appreciate your patience as I took the necessary steps to ensure we could meet both Rockys needs and the safety requirements of our program.

  
  I want to clarify some misunderstandings regarding our conversation and our approach to accommodations for Rocky:

  Service Dog Accommodations
  At no point was Rocky or his service dog denied entry to our facility. I took time to review ADA requirements and *** Gymnastics policies to ensure we could accommodate his needs while maintaining the safety of all athletes in our program.
  After completing this review, we confirmed that Rocky could continue in his class with his service dog in proximity, as long as it remained within safety guidelines for all participants.
  

  Parental Proximity
  Our standard policy does not allow parents to be on the floor with athletes during classes unless it is a designated parent-assisted program. This is to ensure the safety of all athletes and the integrity of class instruction. However, based on Rocky's needs, we are prepared to provide a designated space for you and *************** dog to view the class from a reasonable proximity that ensures your safety and the safety of the class.
  

  Class Placement & Special Needs Comment
  When initially discussing how to best support Rocky, I mentioned our special needs class as an option, as it is designed to provide a smaller group setting with additional support. This was not intended to be degrading or dismissive but rather to ensure that Rocky received the best possible experience in our program.
  Once I had more information about his specific needs, I confirmed that he could remain in his existing class with accommodations in place.
  

  Refund Request
  As per your request, Rocky was dropped from his class, and a full refund was issued for the most recent session.  We have refunded Rocky's class tuition for March; however, should you choose to reenroll, we are happy to have Rocky in our program.

  
  Our priority is the safety and well-being of all children who participate in our programs. We worked in good faith to ensure that we met both ADA compliance and USA Gymnastics safety policies while offering accommodations for Rocky. At no point was there an intention to discriminate, and I sincerely regret any miscommunication that may have led to frustration.

  
  If you would like to re-enroll Rocky in his class, please feel free to reply to this email, and I would be happy to assist you. If you have any further questions or concerns, Im more than happy to discuss this further.
  Best,
  *****
  Owner, Black Hills Gymnastics

  Customer Answer

  Date: 03/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********