ComplaintsforKC Badminton Kitchener Waterloo Campus

• Initial Complaint

  17/12/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased a membership from KC badminton Aurora club, it can be used for Wednesday night and it is valid until August 2022. Without my permission, the club cancelled my membership and sent me the refund. After I repeated to them that I never want to cancel my membership, they agreed that I can re-activate it if I return the money to them. But after I e-transferred the money, they took the words back and refused to get my membership re-activated, saying that all the Wednesday members will be cancelled and get the refund, which is not true. The club can not cancel the membership without my permission. It is a contract.

  Business response

  27/01/2022

  Business Response /* (1000, 7, 2022/01/25) */ KC Badminton Club Aurora Campus as of December 16, 2021 has decided to discontinue the service of the "One Day Membership". This is a membership service that was provided by the previous Club "********************" that we have honored since 2019 and KC Badminton Club has decided to discontinue the service on December 16, 2021 as it does not correspond with the other KC Badminton Club services at the other locations. Our process to the cancellation of this service is to contact all the members individually about the cancellation as well as posting a public notice of the cancellation. We have offered all the individuals a "refund" for the "One Day Membership" In the case of this Member. Our staff consulted the member about the membership cancellation on Oct 27, 2021 and informed the member about the membership being canceled as of Dec 16, 2021 and will be refunded as we will no longer be providing this service. The following week the member arrived at the club on Nov 3, 2021 and our staff inquired if she had received the refund yet. Member was informed our staff that they had not received the refund yet and our staff updated our manager about it. The member proceeded to use our service and play at the club on that day without payment Member arrived at the club on Nov 24, 2021 and our staff inquired if the member had received the refund yet per our customer service training to follow up with these cases. Also as our club had already sent out all the refunds for the membership. There is an auto deposit response to the member / confirmation #### to the amount of $86.90 sent on Nov 19, 2021. Our staff had been informed by the member that day that they did not receive the refund and they proceed into the club to use our services Our staff has asked the member politely to check their online banking account. If they had already received the refund. If they did, then they will be required to pay for our services that day they decided to come play. Our staff informed us that they were not willing to check our online banking. But our records showed that the money had been deposited and the refund had been processed. Then they decided to not show us any proof of refund and tried to continue to use our services. We received e-transfer payment from her on Dec 15, 2021 for $86.90. Along with a note confirming that they did receive the refund from before but continued to use our services and they E-transferred us the payment on Dec 15, 2021 as payment for the discontinued service that we no longer offer. Attached to the payment is the note : "This is to confirm that I have received the refund for my Wednesday membership, however, since I never agreed to the cancellation of the membership, I am sending this money back to you. Please re-activate my membership ASAP and confirm. Thanks, Member" After this point, there have been multiple email exchanges between KC Badminton Club Aurora and this Member. Clearly stating that we no longer provide this service. However the member mentions this is not true as they have seen other members playing at the club. There were a few members that our staff had missed with the data that we had carried over from the previous owners. We have proceeded to refund them as well. Over the course of the interaction with this member, we have clearly notified them that we are no longer providing this service as a business in advance and we believe the business has the right to decide what type of services they want to provide. We were fair in regards to notifying everyone in advance and providing everyone with a refund as some businesses would not have this option of refunds. We always try to take care and be fair to our customers. Money is important and we want to make sure all customers get what they pay for but we cannot take payment for a service we no longer provide. If payments were made to us for something we cannot provide, we will absolutely refund it to them. That is to be fair for everyone as we don't want to accept payment for something we cannot provide. We are more than happy to have this member and any others to come play at our club with our updated services. We intend to treat everyone fairly and enjoy our current services we have set out for everyone. Our business is set up in order for all our locations to have the same services. We have honored the previous owners and members for keeping their old services running for a good amount of time. However we need to make sure our business runs in accordance with all the other campuses and changes had to be made. We hope to continue changing in order to provide all our customers with exceptional service. Consumer Response /* (450, 10, 2022/01/26) */ Good afternoon, Michelle, I have reviewed their response and here are the points that I do not agree with: 1, they canceled my membership far way before they published the public notice; 2, On that night, they only requested me to leave but other members could stay to play, which is not fair. Why they sent the refund to me only but not to every member if they had already decided to end this membership? 3, their staff was **** to me *************, she clearly told me that if I went home to confirm that I received the refund from them, I could still return the money and they would re-activate the membership for me, that is why I sent the money back to them right after I checked my bank account. I know by now they probably have canceled and refunded most of the members, if not all. Due to Covid shut down policy, I have accepted the refund from them, so you can close this case now. However, it was a very unpleasant experience with this club. Regards, ***** **** Tel: XXX-XXX-XXXX

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