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:12/11/2024

  Type:Sales and Advertising 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.

  We signed up for a monthly membership (2 times a week) with the ********* provider in Poulsbo. My son broke his collar bone on May 10, so we decided to freeze the membership. We were charged a full month for May already when this happened. While still on hold, we were charged another $40.32 on Aug 22nd. When I inquired about the mystery charge, they said that they reallocated those funds charged in August to September...but I never got an explanation why I had to pay an additional $40 when the membership was frozen and didn't resume yet. When we were to resume, the amount that was prepaid for in May was supposed to kick in. On Sept 14th, I emailed the provider and asked to cancel the membership effective immediately, because the new schedule that they had the toddlers on would not work for us. At that point, provider emailed me that there will be an additional charge on Oct 1st. I never consented to that. They had asked me to renew my CC on file which was expiring, which I did, while the membership was still on hold. After they told me they will charge me again for October I went to the portal to remove my credit card, but I wasn't able to (it said I had to contact the admin). So, they charged my account again, although we never used the funds from May (prepaid), the additional $40.32 or $122 for October. They were trying to explain that 30 days notice is required per contract, however, we never reinstated or used up the hold funds, let alone renew for a new month. They are a small business and we wanted to support that, but they don't deserve the community support.

  Business Response

  Date: 12/11/2024

  Hello *****,
  We are sorry to hear that you are unhappy with our policies and feel we have been as accommodating and clear as possible. Your son broke his collar bone at the *************** in ********** and you requested a 2 month hold for his membership on May 11th, 2024. We requested the Street Sports affiliation put his membership on hold initially through August 22nd, 2024, we were sure to request more than 3 month hold so he could heal properly before returning. His account was automatically charged $40.32, the prorated amount for the month. You notified us that he was still injured and would like to begin in September following this charge. This was not a mystery charged and was explained to you via email which you acknowledged in writing. We then requested for the affiliation to extend his hold and and to reallocate these funds towards his September payment, a partial payment of $37.50 on September 22nd, as our accounting system automatically extends bill due dates and prorates payments because of the hold (May 11th, 2024-September 1st, 2024). The remaining $2.82 (from the $40.32 charge) was reallocated towards the October 1st, ********************************************************************************************************** September 2024. Following his attendance, you notified us that the class time did not fit well with his nap schedule and requested to cancel on September 13th, 2024. We immediately put in the request and the affiliation set up his membership to drop and also reminded you about the affiliations written 30 day cancellation policy in your sons membership agreement, where a written notice is required 30 days before the intended date of canceling (during which time the student is more than welcome to continue training). This agreement was signed by you and will be attached below. We understand that you were not happy with this policy as we received a chargeback notification from our processing department. After sending in proof of the membership agreement and all email communications regarding the hold, reallocation, and final charge following the 30 days written notice, the credit your credit card company ruled in our favor and granted us the funds for the October 1st, 2024 payment of $122.18 (total bill amount $125.00: Oct 1st payment amount: $122.18 + $2.82 reallocated from previous payment). All students, when cancelling their membership, are required to send in a written 30 days notice to cancel- this can be sent any time. Your son attended class with us in September 2024 and the cancellation request was sent via email on September 13th, 2024, therefore the affiliation set up his membership to drop on October 13th, 2024 with one final charge on October 1st, 2024. We did not hear back from you following that last email communication. We would have loved to have trained with your son in October ********************************************************************** October 2024 per the 30 days notice. We hope your son does continue Jiu-Jitsu, even if not with us, as it is such an excellent way to build confidence, discipline, motor skills, social skills, and much more. We wish you and your family the very best. 

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22634262
  
  I am rejecting this response because:

  They charged my card for the October membership without my consent. I wanted to remove the card from their website and wasnt able because their portal didnt allow for user to remove payment methods, they have to go through the admin to do so. 
  

  Moreover, we never reactivated the membership since we put a hold on it. We were still on the hold period and were going to decide after that week that was still being paid for already back in May, if we were going to renew or not. They single handedly decided to activate the membership so they can charge us for another month. 

  Their website should allow for the user to consent to payment before they charged us. They cant just charge my card knowing that I didnt agree to the payment and cant remove card without their help. Thats fraud!
  

  For the above stated reasons, we are entitled to the refund for the month of October. 

  Sincerely,
  
  ***** ****

  Business Response

  Date: 12/13/2024

  *****,

  Upon signup for your sons membership, you signed the monthly member contract (attached). In signing the contract you authorized Street Sports Poulsbo to transfer electronic funds on a recurring basis from the checking, savings, or credit card account I specified above for my membership dues. This authorization is to remain effective until Street Sports Poulsbo has collected for all charges assessed in connection with the terms and conditions of this agreement. I acknowledge that I am required to maintain a valid credit card or account on file to be charged for monthly dues. I understand that if no valid payment account is on file, I will no longer be eligible for the monthly rate and agree to pay the single month rate.

  In the signed contract, you agreed to maintain monthly membership and pay the dues specified above for a minimum term of 12 months or until supply written 30 days notice with intent to terminate this agreement. I agree that I will be liable for dues for the entire ************************************************************************************************************************************************ a written notice to cancel 30 days prior to contract termination. I understand that there will be a financial penalty for early cancellation, equal to one month of membership dues ($125.00).

  When you requested to remove an old card, we provided an immediate response and action in doing so (you can see evidence of this in the top right page of document labeled September payment where our records show account has been deleted). We are always available by phone, by email, or in person. We are very responsive and work 7 days a week to take care of all students and their families. We worked with you to put your sons membership on hold following his accident at the trampoline park for longer than you had originally requested out of good faith and concern for your son.

  With a hold, our accounting system will automatically extend bill due dates and prorate payments. Because the hold began on May 11th, 2024, a portion of your May 2024 payment ($87.50) was pushed forward towards September 2024 when he resumed training and the remaining balance was charged ($125.00-87.50=$37.50). We have email records stating your desire to begin your sons membership again in September 2024 (email records attached) and brought him to class on September 4th, 2024. We received your email to cancel following his attendance and immediately sent it to the affiliation to cancel his membership. We have dutifully fulfilled all requests you have made. However, please remember that there is a cancellation policy in place, signed by you in the member agreement, resulting in the final charge in October 2024.

  We understand that you contested this charge with your credit card company and that your credit card company overturned your dispute following evidence (signed membership contract, financial records, email records) presented by our business, thus resulting in the release of the funds charged in October 2024 to our business. We understand that you are unhappy with this decision and with the policies signed and agreed by you in our monthly membership contract. We provide classes 7 days a week for his age group and we would have loved to have trained with your son in October ********************************************************************** October 2024 per the 30 days notice.