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:06/05/2023

  Type:Product 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.

  We paid $390 for a summer program. We had to cancel due to unfortunate circumstances. We made calls for 2 weeks before requesting upper management. It was canceled then a month ago. No refund has been issued. Upon requesting one I was forwarded to a voice mail that requested an email. I sent an email that returned a message advising I was blocked and the email couldn't be sent. Voice mails for over a month have gone without any return calls or messages have led to no resolution.

  Business Response

  Date: 06/20/2023

  I received a letter in the mail today stating that you had already tried and failed to contact me by phone or email.
  This is the first communication I had regarding this matter.
  
  On March 31, 2023 Mr. ********** paid $2,406 for his 2 children to attend summer camp for 6 weeks.  
  
  This fee includes $75 non-refundable registration fee ($150 for 2 children).
  Registration is done by the week.  Each week is $188 per child which includes a $20 non-refundable deposit.
  
  6 weeks x 2 children x $188 = $2,256
  2 deposits = $150
  Total paid $2,406
  
  In May Mr. ********** requested to cancel and was directed to the website where he submitted his request.
  On May 24, 2023, $2,016 was returned to Mr. **********'s credit card (that often can take up to a week to show up on his end).
  $390 was not returned as it was the non-refundable portion of his payment ($75 registration fee x2 and $20 x 6 weeks and 2 children).
  
  Thank you,
  
  Patty W******
  Executive Director 
  Cheyenne YMCA 
  1426 E. Lincolnway, Cheyenne, WY  82001 
  ** ***** ******** **** ** 
  ** ************************** * **************** 

  Customer Answer

  Date: 06/20/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  it is June 20th and we never received a refund. 
  
  
  
  Regards,
  
  
  
  ******* **********

  Business Response

  Date: 06/22/2023

  I have attached a copy of the Agreement signed by ****** ********** on 3/31/23.  Under the paragraph labeled "Cancellations and Refunds" it clearly states that "my registration fee and any deposits are non-refundable".

  Again, the original amount paid was $2,406.

  Of that, $150 was the two $75 Registration Fees (1 per child, non-refundable) and $240 was the sum of the weekly Deposits ($20 x 6 weeks x 2 children) for a total of $390 in non-refundable fees.

  $2,016 was returned and $390 was charged as per the Agreement signed by *. **********.

  Customer Answer

  Date: 06/22/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. We now have proof to show our bank that $2000 was refunded. 
  
  
  
  Regards,
  
  
  
  ******* **********