Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To Whom It May Concern:I am filing a complaint against Twin Wolves Gym regarding their failure to provide services I paid for and their refusal to issue a refund for those missed services.I originally enrolled in a $200/month family membership at Twin Wolves Gym, which included jiu-jitsu classes, kickboxing classes, and gym access for myself and my family. When my family stopped attending and I was unable to make the group classes, I met with the gym staff to adjust my membership. The staff agreed to keep my membership at $200/month if they provided private lessons to accommodate my schedule, and I agreed to this new arrangement.Initially, I received a couple of private lessons. However, after the unfortunate passing of the owners daughter, I did not receive any private lessons for the next four months, despite continuing to pay $200/month. When I contacted the gym to request either a reduction in my membership to basic gym access or a refund for the missed private lessons, I was met with resistance. During the discussion, the owner even called me a liar, which I found unprofessional and unacceptable. The conversation ended with my decision to cancel my membership.I later requested a refund for the private lessons that were not provided. Specifically, I paid $510 for three months of private lessons I did not receive. This refund request was denied by the gym, even though they failed to fulfill their side of the agreement.I am requesting the BBBs assistance in resolving this matter. I would like a refund of $510 for the missed private lessons I paid for but never received.Thank you for your attention to this matter. I trusted Twin Wolves Gym to honor our agreement, and I hope the BBB can help hold them accountable for failing to deliver the services I paid for.Sincerely,***** ****** ************************

  Business response

  01/06/2025

  Mr. ***** signed up for the family plan for 12 months (12 payments).  This is the agreement he signed up for originally.   The downgrade was not approved by me, but the private lessons were offered by my husband as a good will gesture.  He did not pay for any private lessons.  He did 4 private lessons which equals $150/per session.  He came in and demanded to cancel his membership on January 02, 2025.  Due to him wanting to cancel two months early, he agreed to sign up to downgrade to gym membership only for $30/month for a year (12 payments).  Then the next day, January 4, 2025 he demanded to cancel his membership beca.  His account has been cancelled.  He still owes us two more months if we want to want to pursue it.  

  He made it about my family. Stating "its not my fault your daughter-in-law got killed,  It was our fault".  

  We have witnesses if you need any sworn statements.

*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. ↩