Complaints

• Initial Complaint

  05/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We requested the membership for our 6-year-old child should be canceled from April 1 citing medical reasons. From March 31st, 2023 Master ***** and parent organization (Plano, ** and Rayleigh, ** and multiple locations) owned by ********************** represented by JinSol Park have been engaging in bait-and-switch asking ** for documents and then rejecting them after 5 days and delaying; not acting in good faith. In spite of providing doctors note that the child who is 6 years old acquired injury because of martial arts and going through pain every day, they are highlighting some made-up rules and regulations that the child should become permanently disabled to stop the class and must continue to do Taekwondo till then. I don't know how this is not considered child endangerment. We do not want anything to do with this group. I have fulfilled all my legal obligations on any contract. We request that our membership is canceled effective April 1 2023.

  Business response

  05/11/2023

  Dear Better Business Bureau team/representative,
  Our business (Master's ***** Martial Arts) has lately received an email about a complaint targeting **. Therefore, we are reaching out to BBB in order to provide you with the facts that we are in fact the victim of an effort to breach the contract in a demeaning manner.
  The complaint was written with a heavily twisted fact and we are quite sure that they are not able to provide any evidence to support the false claim and will not be as they are negating their responsibility to respect the contract which they signed themselves. Meanwhile, we will attach with this email the related evidence to prove that we are fulfilling our contracts responsibility and that we always follow the contract both parties have agreed on.
  Please see below for our explanations of what actually happened:
  1) To begin with, the contract was made on August 9th, 2022 to provide our service (martial arts training) to their child. On this day, they have signed both the contract and the membership policy - a requirement for enrollment at our business. Both the contract and the membership policy consists of the cancellation options and are clearly explained.
  2) On April 3rd, 2023 - they suddenly sent ** a cancellation request. The reason given was because they are going to *****. No further explanation was given within that email and that left ** in lack of information of whether they are relocating to another country or just having a vacation - which is very commonly seen during summer time.
  3) On April 6th, 2023 - we sent an email replying to their request of canceling the membership. Within this email, we reminded them of 2 viable options - to put the membership on hold or to proceed with the cancellation since we are not sure if they are coming back. Both options have been explained in that email and were made with respect to the contract and the membership policy. 
  4) On April 7th, 2023 - both spouses arrived at our business without advance notice and demanded to talk to our representative which were later described to ** as aggressively - so much that our representative had to invite them to continue the conversation outside in order to avoid affecting others at the time.
  In this conversation, they stated that they cannot provide any relocation documents required to proceed with the Relocation cancellation option with no reason given. Therefore, we have politely informed to them that we need those documents to proceed with that cancellation option and that the signed contract need to be respected and that all process should proceed accordingly. 
  After that, they sent ** inappropriate documents and kept insisting on membership termination without regard to the contract. Please be noticed that we have already reminded them of which documents are needed in written from previously.
  5) On April 11th, 2023 - ** response to the inappropriate document and their neglect of the contract, we have again requested them to provide ** with the appropriate documents.
  6) On April 25th, 2023 - We did not hear back from them for a while and we have not been able to contact them. Therefore, we sent a reminder email to them that we are still waiting for the appropriate document to complete the process. 
  On that same day, they replied to our email and insisted on canceling the membership because they are not going back. They also stated clearly that they are traveling and will provide ** the required document by the end of the week. Furthermore, they requested ** to put the membership on hold for *** (which we did) and here marked their written devaluation and false accusation toward **. 
  Within the same email that they asked ** to put the membership on hold - they called ** unethical while we were reminding them to complete the cancellation process to prevent further charges to their account and also willing to put their account on hold although they clearly showed their neglection to courtesy within the next sentence. This email left ** with a lot of confusion and unease because our approach to them was completely respectful from the beginning. To be honest, at this point, all of us were surprised to learn about this.
  Also, they sent an additional email giving false information about sending multiple emails since April 1st. This is completely not true and we can provide evidence about this.
  7) On April 26th -  ** response to their emails - we have again explained to them about the required documents and confirmed that the membership will be put on hold for ***. Not only that, we also offer to extend the hold period should they need more time.
  8) On April 28th - They sent ** a doctors notice for their child. However, the word ILLEGAL is imprinted everywhere on the document. Plus, according to the doctors notice, the diagnosis was Leg pain due to overuse - a very common phenomenon in every physical sport and all it takes is time to rest. 
  Here, if you look at our contract, it should say "permanent injury" on the medical certificate to cancel the membership using that particular option. All is mentioned in the contract which they agreed and signed.
  8) On *** 4th - We sent them an email asking about the validity of the doctors notice as well as explaining to them that the document is unviable according to the contracts terms anyway.
  A few hours later, we received their reply that the ILLEGAL watermark was because they scanned. Furthermore, they keep on providing false information that they did not sign the contract while it is obvious that the signature on the contract and the membership policy are identical. Furthermore, as we provided them with these documents multiple times throughout our emails - why is that they only start to claim that they did not sign the contract now?
  
  Thank you for going through our explanation. We guarantee that what we wrote here is the truth and we will also send evidence to support our case. We understand that BBB aims to promote a better market where businesses and buyers will be respectful and take responsibility for their own action - not defaming others by spreading lies. Should they follow the contract, we are always willing to work with them.
  We will be looking forward to cooperating with BBB to solve this issue. If there is anything else we need to do, please reach out to ** through our email portal: ***********************************************************

  --
  Best Regards,
  Master ******* Martial Arts 
  2300 ********* Plano, ** ***** (Suite 500)
  Call / Text : ************

  Customer response

  05/15/2023

  I am rejecting this response because:   I have resubmitted the doctor note with the condition and other specific details. I need Master ***** to cancel the membership and send me the confirmation immediately. 

  Business response

  05/17/2023

  Dear Better Business Bureau's team/ representative,
  This is our update on the situation so far:
  On May 15th, we received an email containing a doctor's notice - this time from a different clinic and a different doctor.
  As agreed previously in the contract - we have made 4 (four) efforts to contact the doctor so far but still we did not hear back from the clinic.
  Frankly, should they have sent ** this doctors notice in the first place - we may have proceeded with the cancellation request already without the need for clarification as we give every customer high credibility and always give them the benefit of the doubt. It is our commitment to support our customers, not to cause issues as it affects everyone. That is why we are very clear with our terms and provided various proofs to support our case.
  However - as we explained previously - unfortunately we had to receive lots of confusing and improper cancellation reasons/ documents as they keep fickle between the relocation and medical cancellation option in disregard to our efforts of mentioning the exact terms in the agreement. 
  Furthermore - as a way to pressure ** into canceling the membership without regards to the agreement - they have submitted their complaint here with BBB which we had pointed out the facts and also provided various evidence to show that those accusations came without a base evidence.
  In conclusion, we have always been polite with them and are willing to support them in respect to the agreement. Despite that, their approach toward ** is very confusing up until this point and we have reason to believe that they intended to make things vague. Therefore -  because of all the attempts made toward ** - we are forced to verify the documents validity before proceeding with the membership cancellation.

  Best Regards,
  Master Chang's Martial Arts North Plano

  Customer response

  05/18/2023

  I am rejecting this response because:   We can easily find out if you tried to contact them or not. If you share the email address of where the letter should be sent, I can ask the doctor's ****** to send the note directly.

  Can we ask the doctors ****** to send it to ***********************************************************, I need your promise that you will close this once they send it to this email id. That will prove without any doubt that we are just trying to help our child. Do you agree with this? 

  Business response

  05/22/2023

  Dear Better Business Bureau representative(s),
  This is a response to the latest update on the situation from ** and our billing company.
  Since our previously reply to this tread, the billing company have more than doubled the effort to reach out to the clinic where they supposedly had their service and to our surprise - still nobody pick up and call back yet. The billing company have also sent an email asking for ********** to verify the document and are currently waiting for his response.
  Again, with undeniable evidences that the Mr./ ********************* approach, reasoning, and documents keep changing - the best way is to refer to the agreement moving forward. Should we receive a confirmation from **********, the billing company will proceed with the cancellation request for Medical Issue - not because of ************* claimed from the very beginning.

  Customer response

  05/24/2023

  I am rejecting this response because:   The doctor's ****** confirmed they responded to you. The new billing cycle is approaching on June 1. Please kindly cancel the membership and send ** a confirmation before the new billing cycle. 

*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. ↩