ComplaintsforTong Louie Family YMCA
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/08/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Good Morning officials at BBB, I have family membership with ***** My kids ( Araiv -star level 1 and Avmann-dolphin) have been doing swimming lessons every Saturday 10am-1030am since more than 2 years.All of a sudden , just because credit card didnt work on file and that too no fault on my side ( Bank freeze credit card due to some fraudulent activity detected)**** -**** ***** (Surrey,**)without any emails or voicemails left on my phone, just canceled my kids lessons. When i asked ****** at front desk here he cannot find any email send or voicemail left for me on their side too. Their lessons are changed to different days now.Both my kids had their swim lessons together until last week july 30,2023 sundays 10-1030 am , no one communicated regarding cancellation on july 30th, no ************** calls , they just canceled it without even communicating with me that my payment didnt went through. I would have arranged for another payment method, if atleast they would have contacted **** feel its unfair that they are just kicked out from their lessons without even sending me any notice. They have been taking lessons together for a long time.please look into this matter. I look forward to hearing back from you.Yours Sincerely,*************************** **********Business response
25/08/2023
Customers membership was cancelled due to two failed payments as per the **** of ** payment policy and procedures.
For each failed payment an email was sent to the customer detailing the failed payment, the withdrawal of benefits and services if fees were not paid, and instructions on how to pay and update payment information
For each failed payment a phone call was placed to the customer using the contact information on file.
Membership was cancelled as per policy due to payments not being cleared. Swim ******s were removed as these are only available with an active membership.
Customers were given alternative swim ****** spots as we were unable to add children back onto original spots
The Membership Supervisor from *** **** ***** ****** **** will contact the customers to arrange for children to be placed back into original swim ****** spots as spaces now available.
Customer response
25/08/2023
Complaint: ********
I am rejecting this response because: I HAVE NOT RECEIVED ANY EMAILS OR PHONE CALLS ( INCLUDING VOICE MAILS LEFT)FROM **** REGARDING MY MISSED PAYMENT. IF DO THEY HAVE ANY SEND EMAIL ON MY EMAIL (*******************) OR VOICE MAILS LEFT ***********) THEN PLEASE SHOW THAT. ITS A COMPLETE LIE THAT THEY HAVE SEND ME ANY EMAILS OR PHONE CALLS REGARDING MY MISSED PAYMENT. THEY JUST DELIBERATELY CANCELLED MY KIDS SWIM LESSONS WITHOUT EVEN LETTING US KNOW.
Sincerely,
***************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.