ComplaintsforPickleball Kingdom Chandler, LLC

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid a $100.00 pre pack of 4 pickleball lessons. The lessons were not as discussed. The trainer was not delivering the level of training that we discussed. The training package offered 4 trainings at a level that I was comfortable with. I am a level 2-3 player and the trainings were with level 4 and higher players. I could not keep up and it was counter productive also the trainer came to the lessons in an unprofessional manner. I called to ask for a refund and the manager told me he would refund the money. I did not see a refund so I called again and the manager said it would be refunded that day and he had spoke to the owner ****** on this and she would be processing the refund. I finally was able to get with ****** and she let me know she would not refund the money even though it was already offered to me.

  Business response

  05/16/2024

  BBB, received 5-15-24
  The claim that she is making is quite surprising as she initially purchased a 4 pack of ******s which went great. So well, she purchased another 4 pack with the same coach. Plus Lady J had already refunded the $100 on 5-10-24.

  She wanted these ******s to be in the form of 45 min of coaching and 45 min of playing on the courts with other players. On the 7th of these 8 ******s, during the final 45 minutes of the ******* they went onto the courts to play with two other players. During play, a returned shot was placed high across the net causing the opposing team to slam the ball to put it away. Instead of staying back to take the ball off the bounce, she ran forward and unfortunately, the ball hit her leg which caused her to feel embarrassed.These are the actions that caused her to make this complaint and want her money back. The players that were playing were mid-level 3s at best. But regardless, this is a sport where it is very likely to get hit by the ball regardless of whatever the level of play is. It happens all the time. It wasnt intentional at all. Its unfortunate that she got hit, but that shouldnt be a reason to refund a full ****** that was going well up to that point.

  The comment about the trainer coming to the ****** in an unprofessional manner seems to be just a ploy to find another excuse to get refunded. The coach in question hasnt presented themselves in an unprofessional manner. They have constant repeat business. So I dont appreciate allegations like this that try and put someone down.

  We truly dont want anyone to have a poor or bad experience. That is not our goal and extremely far from our core values and who we represent ourselves to be. We have a wonderful reputation and love our members and guests that come to our facility. Its unfortunate that situations like this happen. We have no ill will to the person making this claim and would welcome her back if she wanted to come back.

  Thank you for your time.

  
  

  Customer response

  05/20/2024

  Dear BBB,

  The statements made by the owner are untruths.  She was not at either situation and is simply siding with her instructor who is also her friend.  During the time that I told her my situation she was also very rude to me, denied a refund, and immediately told me I wrong, yet she was not there.  The trainer was unprofessional and he placed me into training lessons with players that were far above my skill level.  Upon signing up I let him know why I was wanting a trainer and he offered the 45 minute lessons with other members to help me get past my fears, assuring me we would play with members that were my skill level.  We only played this way on the first event.  The rest were of members that were far better players than I was and it was difficult to keep up or get instruction.   I do not accept the owners comments as they are untrue.  Due to this and the way she treated me on the call I will not return to PickleBall Kingdom.  I will accept the $100 refund. 

  Thank you,

  ******

• Initial Complaint

  10/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Pickleball Kingdom is a new indoor pickleball facility that opened in Chandler, AZ on May 1st, 2022. Prior to opening, they marketed the option to sign up ahead of opening day for the best discounts. My fianc and I signed up for their Royal Family package, which included 'up to 4 people.' For our family, the cost for this was the best option, rather than signing up individually. On March 20th, 2022, we paid up front and in full ($1,856.83) for a full year membership as was listed on their website at the time. We added 4 members in total to our plan. We did not receive a receipt or any sort of notification from the facility.Since then, they have 'changed' the packages to specify that a family is now 2 adults and 2 children (which they deny any changes have ever been made), and 'audited' the members on each plan. In August, they asked us to remove 2 'adults' from our plan. We indicated that upon us signing up, that was not what the plan listed on their website said, and we would have never signed up for that package (we do not have children). We agreed to make adjustments to our plan at the date of our renewal, but they did not agree and mentioned that we had to remove 2 people. When I requested a copy of our terms of agreement, we were sent our 'waiver' as their of 'proof' that we agreed to their terms of service, which was signed 4/29/2022. When asking to provide the signed terms of agreement for the period of time from payment (3/20/22) to this date of waiver signing (4/29/22), were not able to provide. They have refused a refund (full or partial), have suspended our membership agreement, have gotten a lawyer involved, & are now non-responsive. When looking at their 'waiver,' it is an attempt at a catch-all for a liability waiver in which they mention membership plans, although anyone that walks in has to sign it, membership or not. This plan has changed another time to indicate '2 adults and 'any' minor children, yet they still deny any changes have been made.

  Business response

  10/14/2022

  BBB,

   

  We responded many times to this former member, up until she stated that she was an attorney and threated legal action.  Then we added our attorney to the email messages.  We were then told that her claims were baseless and advised to not respond to her demands for an unwarranted refund, since we had explained why she was not entitled to one many times.

   

  From day one, our Royal Family membership was for families hence the name, Royal FAMILY.  If it was originally design for any random 4 adults to join together, we would have assigned it a more accurately descriptive name.  Also, the former member is false in her statement that it was changed to a couple and 2 children.  It has always been for a couple and as many minor children or grandchildren that they have.  Once our GM looked into this matter, it was clear they were trying to game the system.

   

  The parameters of our Royal Family membership has not changed, but the bottom line fact is that in our membership agreement, it states that we reserve the right to change our memberships at any time, like all health clubs reserve a right to.  Again, we have not changed the parameters of the Royal Family membership, but if we wanted to, we have the legal right to.  So, this former members claim is baseless even if we did change it which we did not.

  Customer response

  10/17/2022

  -We are current members, with a suspended membership.
  -I never claimed to be an attorney & never threatened legal action, as is documented in all correspondence. We have not had verbal discussions on the matter. I did indicate the legal & ethical requirement of a business to provide a purchase agreement explaining the contract details, so perhaps he misunderstood.
  -**** hired an attorney immediately upon my request. This abrupt action indicates hes trying to navigate his mistake & likely ceased communication as he didnt believe that Id pursue legal action due to the nominal amount that a refund would equate to. 
  -**** & I have never discussed the family members on our plan. In his response, he mentioned they were random, when that is not the case & is assumptive. He must be living in the past if he assumes the discriminatory need for all family members to have the same last name.
  -**** continues to claim that the memberships have never changed, but can't provide documentation other than sending us to the current website. His waivers people sign upon stepping in the building, dated 4/29, don't cover the time preceding that, which is the range that we have requested documentation. In addition, the waiver makes general comments, but doesn't list out details or differentiate between plans. **** even requires drop ins (no membership) sign the same form.
  -If they were worried about too many adults on the membership, they shouldnt have allowed for the individuals to be added in the first place, auditing their plans prior to August. This is a clear indication that things in fact were different in March.
  -We'd like a copy of the signed purchase agreement that explicitly lays out the stipulations of the family plan in conjunction with the payment date. He believes that this request is a baseless claim, indicating that he does not feel that it is required for him as a business to have on file. I am not sure how this qualifies as 'baseless' from my end. 

  Business response

  10/24/2022

  Below are the statements from the member and our responses...

  + Yes, we froze their membership for free.

  + Her husband, *******, told our General Manager, "My wife's an attorney and she'll be the one to handle this."

  + Not true.  We already have a law firm on retainer for all our legal issues.

  + Parameters for our family membership has not changed.

  + I have called her twice and she refused to *************.

  + Not true.  We use a third party platform called ************* and are limited by their constraints and certain lacks of customization.

  + After reading all of her emails, our lawyer classified her claims as "baseless," and advised us not to send her anything else.

  Customer response

  10/31/2022

  -We are not married. I know that he didn't say that to anyone, let alone your manager. Regardless, your previous comment claims that I told you & you have already changed the story. BBB asks you to be truthful & you have already proved that you're making inaccurate statements and accusations.
  

  -Yes, ****, you should already have a lawyer for all of your matters, as you are a business. I am saying that you immediately brought your lawyer, ***************************, into our email chain just by me merely asking for you to send us our contract.
  

  -You just saying that the parameters have not changed is not proving that they have not changed. I am simply asking for our contract as to what we paid, what that money goes to, dates it covers, signed on the date we paid. It is unprofessional to continue to respond by saying things havent changed & being aggressively unwilling to provide.
  

  -I didn't answer your calls & immediately sent you a message saying that I wanted everything that you had to say to me kept in writing. That is when you stopped communicating.
  

  -Yes, & the 3rd party ************* app doesn't substitute YOUR company contract
  

  -Still unsure what your lawyer means by a baseless claimwhen we're simply asking for a copy of our contract. Please refer to AZ Rev **** 44-1796 (2021), stating any contract for health spa services entered into in reliance upon any false, fraudulent or misleading information,representation, notice of advertisement of the health spa is voidable at the option of the customer. The big issue here is that we paid based off false advertisement & no contract.

  
  It is clear that *************************** won't be able to get past himself on this and in stubbornness, will continue to say meaningless phrases that don't relate to the matter, therefore we will be unable to come to a conclusion if he is unable to send us our contract. It is appears that he doesn't understand the business element of the issue, nor is he concerned with customer satisfaction.

*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. ↩