ComplaintsforYMCA of the North

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When I joined the **** membership on March of 2023, they were offering a promotion (month of June free if a member went to the **** five times during the month of April). I went to the **** five times during April. I called the **** at the end of April to make sure requirements were met to receive the promotion. I was told that I only went three times. I knew I went five times and told her the locations and I was told that the locations had to be within the YMCA of the North in order to get the promotion. I was never told that information when I joined. So I asked her if they could still honor the promotion. She told me they would look into it and contact me when they would find out. I told her that I would go ahead and cancel because I didnt know how long it would take to get the result and wasnt happy about it (I found out later that they emailed me on May 30th that they honored the promotion, it took them one month). My life went on without stepping into **** thinking that I canceled the membership. Three months later, I was looking at my credit card statement and there were charges made by the **** in the amount of $47.45 for **** July and August, totaling $142.35. I called the **** and I was told that they would look into it. I received an email saying After searching our files we have determined that we have not received a termination request from you. I was told that they listened to the phone conversation and there was no mention of cancellation. I emailed them asking for the transcript of the phone conversation, but I never got the response back from them. The **** said I didnt cancel. I know I did cancel. From May to August, I did not step into the ****, not even once. I would like the **** to be reasonable. I have had nothing but great experiences with them in the past before this incident and this experience was a shock to me. I would like BBB to help me resolve this issue with them and help me get the refund.

  Business response

  11/28/2023

  Hello,

   

  There was a staff error on our side. We typically require written notice to cancel, but there was a phone conversation where it was requested but not properly addressed. ***** did do a chargeback for the amount in question, which we will not be disputing. We will remove any associated balances and return her account to good standing. We will also be reaching out to ***** to relay this information to her. 

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello,I have been a **** member since 2018 and rejoined again in 2021 through the corporate wellness program, which includes a 15 dollar credit for the next months membership when the member visits 6x a month. However, I recently took a short break from membership and when I decided to re-enroll, I realized that since I re-enrolled in 2021, I did not receive this discount.After speaking with my home branch, the person I spoke to confirmed that I did meet the requirements to get that discount as the corporate wellness discount was on my account and he verified that I visited at least 6 times a month.This amounts to excess charges in the hundreds as this occurred from 2021 to recently. I am asking for this to be refunded back to my credit card. I was told by my the home branch that a form would be submitted for me to get my refund but my attempts to follow up and voicemails have gone answered. Id appreciate if someone can help me resolve this matter. Thank you.

  Business response

  10/11/2023

  Thank you for bringing this to our attention.  Your information will be given to our *********************** team to review.  They will reach out to you directly with any questions as they work to reconcile your account.  Please reach out at ************ and ask for *********************** if you have additional questions or concerns.

  Customer response

  10/11/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Received a letter indicating I had a balance of $321 owed to the Rochester MN branch from the Aquatics department. I called the center because I had no bill owed to the aquatic department as all swimming lessons have to be pre-paid per YMCA policy. I was informed by YMCA employee that the bill was an erroneous as there was no pending charge on my account. A few weeks later I received a letter telling from Transworld systems inc ( TSI), a collection agency attempting to collect the debt owed to the YMCA. Attempts to get in touch with the YMCA were unsuccessful as messages were unreturned. I would like the BBB to please help me resolve this issue if fraudulent charge and so that this issue doesn’t have a negative impact on my credit.

  Business response

  01/03/2022

  Hi,

  In research of the account, it was an error on our staff that they did not remove the charges from your account.  This account was removed from collections on 12/29/21.  It could take up to 7 days for Tranworld to totally remove from their system, and if there is a mailing that has gone out - you could get a notice until totally completed by Transworld.

  We apologize for this inconvenience and error, and if you need any further documentation from the YMCA, please contact me at; 612-230-3606.  

   

  Thank you,

  Jo Ann ******

  [email protected]

  Customer response

  01/06/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16397671, and find that this resolution is satisfactory to me.

  Hello,

  Thank you once again for your invaluable assistance in resolving this issue. 

  While my case has been resolved, it is concerning that despite calling and talking to multiple people about my concerns, no member of the YMCA took time to investigate why the erroneous charge was on my account and in fact my bill was sent to collections despite reassurances that the billing was an error. They only agreed to investigate after I filed a BBB complaint. The fact that the YMCA now gets away with a mere “ sorry for the error” without any accountability for either their system’s communication issues or their disregard for member concerns is truly astounding. It makes me wonder how many members have had to pay fraudulent charges after being threatened with debt collection agencies and a potential impact on their credit rating sape considering that YMCA has many non -native English speakers.

   

  I’m truly grateful to have the services of the BBB.

   

  Catherine **********

*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. ↩