Complaints

• Initial Complaint

  08/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This business has a membership agreement. It states that in order to not auto renew a 12-month contract (with monthly fees) you must send in a cancellation letter by a specific date (noted in the contract). Our contract indicates that in order to not auto-renew for a 12 month contract again on 8/21 we must send in a cancellation letter by certified mail before 5/21. USPS tracking shows that a certified letter was delivered and received by an individual at the address listed in the contract on March 6. Today, on 8/21 we were auto charged another $125. Last month should have been the end of the 12-month contract we were still under. We followed all steps taken and are still being charged and have received no response from the business in regards to our cancelled membership request.

  Business response

  08/23/2023

  In response to ****  ********* complaint #********. I did receive an email from *************************** on Tuesday Aug 22nd at 9:15 am about the account being billed for $125 and renewed. I responded Tuesday Aug 22nd at 11:16am with an email stating that I will fix the mistake today and return any funds that may have been taken out and also will make sure account is canceled out As per our emails **** responded Oh wonderful news thank you so very much for your assistance and excuse any typos I thought everything was good I contacted our billing company to let them know of the mistake and they said they our in the process of returning her money but the transaction has not be completed yet so they have not received any money yet to return it is typically with credit cards but said everything should be completed in 1 to 5 business days as some credit cards our slower I had called **** and left a message that I could give her a check if it would be Quicker just contact me and let me know I apologized again and let them know that this company merged with another about to 2years ago and they their has been some issues but everyone has been working on them if needed I can provide emails and documents I felt that we had a very good relationship with the ********* family and really enjoyed having them train at our academy hopefully this helps in resolving this issue as it was taken care of very quickly and promptly same day plus we stayed in contact and I also gave them my personal number if they have any additional questions or would like me to give them a check instead we just want to make sure we provide great service and experience when training at our academy I was very surprised with *************************** email the BBB and after we responded quickly and promptly to her email plus after our last email contact I thought everything was ok as mistakes can happen and we try to minimize . Thank you ********************* ***** ****** ********** please let me know if you need any additional information ************* personal cell 

  Customer response

  08/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The business' efforts to resolve the issue were responsive following emails. The complaint was filed in an effort to resolve the issue in a timely manner since the original membership cancellation request was delivered months prior and should have been processed. Confirmation from the business of that cancellation request was never received. As of 8/29/2023 I received the refund. Additionally, I now have the requested documentation ending the membership agreement. This is now resolved and I appreciate the business' attentiveness to the matter.
  
  Regards,
  *******************************
  
  

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