Complaints

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  July 18th I emailed the Director of Instruction *******************************, PGA on Broadlands golf club website under ******s asking if he worked with beginners.July 19th he responded with a link for payment and reservations. A few hrs later I paid for 8 ******s $717.49 but could not schedule with the website and asked him for assistance.July 22 he responded with an open ended scheduling question- best days/times, I replied with that info a few hrs later.July 24 I had not heard anything yet and wanted to know if that following day would work or the beginning of the next week. He replied he had a home emergency and would respond next week.July 29- 5 days later he asked if I could have 1st ****** end of week on Friday.Aug 2- 2 weeks since payment I had first ****** and we verbally agreed he would schedule the next ****** for the following week.Aug 13 No word from him week before and now asked availability for ****** this same week.Aug 19- 6 days later he responds with open ended scheduling again.Aug 23 I asked again if he had the dates I had replied with.Aug 26- 7 days later he said he could not do that week but could do Sept 6th.I replied asking for refund on the remaining 7 ******s stating that it was nearly impossible to receive services and correspondence was too difficult.He replied 30 minutes later and said he does not give refunds once ******s have started.My husband and I both contacted Broadlands separately and on both occasions said request was appropriate but ******************** handles his funds.

  Business response

  09/04/2024

  All customers purchasing a session package online agree to the terms and conditions outlined in the attached screenshot above. These terms and conditions are clear and were agreed upon by the customer prior to purchasing this session package.

  Reservations for sessions are available online and can be made at the customers convenience. I do allow customers to book times over email, however, the online portal is the preferred method. 
  Purchase for this package occurred on July 19 and the session package was started two weeks later. I am normally booked out one month in the summer as it is my busy season but I knew the customer wanted to get started. An Emergency was referenced between July 19 and our start on August 2nd. As a single dad, I had to take my daughter to the hospital and it was a scary time. I could not teach for a week as I prioritized her health and well being.

  After the session on August 2nd we again communicated via email and not the online portal regarding booking. I offered to do weekly sessions from September 6 - October 18 to complete the session package in a timely manner. I also offered to void any expiration listed in the terms and conditions. Additionally, I offered to allow the session package be sold or gifted to another party. Finally, I offered to even start the session package over, giving a session for free.

  In conclusion, I feel like I've gone above and beyond the agreed upon terms and conditions to find resolution in this case, however, I will hold the customer accountable to the agreed upon terms and conditions as outlined prior to purchase.

  Customer response

  09/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  July 19th ******************** wrote 'Once purchased, we'll get a session booked right away.  Of course, let me know if you have any questions.' As I stated before I had to book through email. I replied on July 19th there was nothing available in the portal to select a 9 or 18 hole service, which was also confusing bc that was not what I was trying to book. It was unclear and I said I was 'unable to find an open reservation online.' NEVER did he mention in any correspondence that I was required or encouraged to book through the online portal, NOR that he was booked a month out.  In a 6 week period I had 1 ******.  In all these days and attached emails I was unable to book the additional 7 with actual dates/times. ******************** and I spoke in person at ****** on Aug 2 in which he told me that he gives ******s 6 days a week and I would be able to continue weekly from there on out. ******************** only contacted me through replies to my initiated emails, otherwise NOT helping me or being proactive in scheduling.  I could not get a reply for days and days on end. This activity that I was excited to try and put forth a large amount of money had become increasingly frustrating and going nowhere. By Monday Aug 26 when I finally heard from him my decision was to find a different instructor. My husband and people close to us have taken golf ******s consecutively in order to build skill but also their scheduling was precise, prompt and put in place by instructor. We do not recognize this type of service.  We will not be taking instruction from ******************** in the future as our trust has been incomplete.  We are requesting a refund of $609 for the remaining 7 ******s. ($699.99/8)
  
  Regards,
  
  ***********************

  Customer response

  09/05/2024

  #******** I have received a personal email and a semi-refund after I have submitted bbb rejected response to their message. How may I go about accepting and closing complaint? Thank you for your time.

  
  
  Regards,
  
  ***********************
  

*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. ↩