Complaints

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• Initial Complaint

  Date:07/03/2023

  Type:Billing 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.

  Hello,We Rock the Spectrum sells prepaid passes for open play. They don't give out contract or written set of rules and times you can use them. I have bought some for my two special needs kids and I have remaining $60 to use, which is 6 visits.An issue occurred today when I asked if they could extend them by July 15 making it easier for us to use them. They refused. Our passes expire on July 8 and I wanted more time due to not using it on a rush. I would have use them before but I kissed to doors 3 times due to them closing for field trip and not informing the customers. Weekends they are closed for private parties and making it impossible to use the passes. They are changing things as they like and I find that bad business practice. They sell you a service and then you cannot use it many times due to them having other events and they don't disclose you transparently when they sell you the passes. The manager **************** spoke to today lied to me over the phone that she is the owner when I asked I would like to speak to owner. I only asked for another week of extension because to me right know $60 is a lot to go wasted. ******* told me other families don't use all of their passes. I'm not interested what other families do. She also said I'm welcome to go somewhere else which is unprofessional.I would like to get a hold of the owner and have my passes extended. Or a refund.

  Business Response

  Date: 07/10/2023

  Greetings,  7-10-23
  My name is ************;*******, and I am the Program Director/ Manager of 
  We Rock the Spectrum ********* Kids gym. I am writing in response to a customer's complaint on July 3, 2023. ( ID *********
  
  We would like to indicate all play passes are good for 1 year. This is our policy and best business practice.   This policy is clearly stated on the receipts given to all customers. The same was for *********************** for her purchase of a 12-visit play pass on 06/23/2021.  The expiration date of 6/22/2022 is clearly listed on the same receipt that was emailed to her. We have attached the document of this transaction. 
  Valid dates and time frames for usage are listed on each of the customer receipts and listed on the price guide at the gym entry. Our procedure when purchasing passes is to inform the customer of the ****** validation time frame for pass redemption and updates on remaining visits and expiration.  This procedure was also completed at time of purchase.  It is also stated on our website that "ALL OPEN PLAY PACKAGES HAVE A 1-YEAR EXPIRATION FROM THE PURCHASE DATE."
  
  During the time frame of the ***** pandemic 2021 and 2022, our gym was open for play.  No play passes were used in 2021 by the Jelovac household since the initial purchase of the play passes.
  
  "I have additional questions: we have unused credit of $100 for open play and just received email saying it's valid for another 14 days. Since we are on vacation, is it possible for you to extend the validity? I hoped I could use it this summer for my younger son while **** is in the camp. 
  Thanks!"
  ***********************
  
  We do have all emails if needed. 
  
  In total, the pass was purchased on 6-23-2021 extended to 6-22-23, this was upgraded in our system and **** was aware.
  
  On 5/26/2023 **** came to the gym inquiring about her remaining passes. My employee told her after today, 6 play passes were left and that they would expire on 6/22/23. I cannot give the exact encounter of this discussion, but the employee did offer another extension to the expiration date, changing it to 7/8/2023, which is quite generous as the pass is over 2 years old.
  
  This family has been given many opportunities to utilize the passes purchased .  For best business practice we have ended her pass validity on the date of 7-12-2023. 
  
  
   Hours of operations and notifying customers of our hours are all posted on our social media and the schedule tab on our website. We also recommend customers call the gym to verify that we are open for play. We also emailed out a monthly newsletter sharing the upcoming operational hours of the gym for the next month.
  Closing our gym for private events is done on a reservation basis and we require at least a 2-week advanced notice from the participates. This allows us time to inform the public on social media, our website and other advertising outlets. 
  
  Our Normal business hours are Monday-Friday 9am-6pm and weekends we are open for play from 9am until 1pm then we close for Private parties. During the winter we are open Monday-Friday 9am-7pm, Saturdays 9am until 1pm and Sundays we are typically closed for only Private Events. 
  
  We feel that we have given this costumer many opportunities to use her play passes and have been accommodating her needs by extending her passes 3x as requested. For best business practice we will have to discontinue it on the last extension date. We try to give all customers all pertinent information at purchase time and throughout the year for the best communication and enjoyment of our facility.
  We have also attached all open play visits of both children for the past 2 years. 
  
  I hope my responses to the customers' concerns have all been answered, please feel free to reach out with any other questions. 
  
  Thank you for your time,
  
  
  *******