ComplaintsforRandolph Gymnastics Academy

• Initial Complaint

  04/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had two students attending their gymnastics classes that always seemed to have conflicting prices. They also quoted different prices for activities that were not rendered. When I questioned the establishment they did not offer a good explanation and said they never post their prices, it is based on a case by case basis of the student. They did not offer any receipts and when asked told me to leave before they contacted the police. I was mortified that this was done in front of children and other guests. This practice of making up prices and trying to only accept cash should not be encouraged on a reputable business.

  Business response

  04/20/2022

  Hello, I am writing today in reference to ID ********/ Ms. ***** *******. 

  We are very sorry that Ms ******* is unhappy with our communication of prices and that her experience with Randolph Gymnastics Academy did not meet her needs.

  We received a call asking about prices and told the lady on the phone that it starts at $65 a month per child when coming 1-hour per week.  When Ms. ******* brought her two athletes to us we put them in a faster paced class; that was 2 hours long per week; which is $115 per month per child, so $230 a month.  There is also an annual registration fee of $75 for families with more than one athlete attending classes. This was paid with her tution the first month they joined, in January.   The two athletes attended these classes each month for approximately 3 months, January, February and until the last of March when the incident happened.

  We believe some of the challenges in properly communicating all the details of which class the girls were placed in may have started since an out of state Aunt had originally called and discussed "gifting" the classes to the girls. We were not aware that they did not speak about the outcome and apologize for not knowing we needed to follow up with the Aunt concerning the price change.   When the girls started, our office staff spoke to Ms *******. I believe she was aware the girls were attending a 2 hour class versus a one hour class as they were brought to class by her.

  We do not list our prices on a board within our office, as we are a small business and pride ourselves in giving customized customer service to each new customer.  Going over their schedule and new pricing, which will be based on how many hours per week the student attends.   Every child and student is different and needs to be evaluated. We take many things into consideration for the best placement and growth of each athlete.  These two teen athletes were older than the majority of our beginner classes, of 4 to 6 year olds, so we decided the best fit for them would be the 2 hour per week class. However, obviously we failed in communicating all these details to the Aunt and Ms ******* and for that we apologize. We will work hard to rectify any issues similar to this moving forward to provide our customers with all the knowledge necessary to keep happy customers.  We will post a list of pricing per hour to make certain we are providing full transparency with our service. 

  So in summary,  Ms ******* is correct in stating that "we base the price on a case by case basis"; as we have students that attend 1 hour a week, to students that come 20 hours a week.  These prices vary from $65 per student per month to $180 per student per month . In this case there were two children in a 2 hour class which is $115 per athlete per month, totally $230 per month for the 8 hours of instruction per athlete.

   We have office staff manned to help answer any questions as they arise. We understand that it can be confusing to begin a new program and we aim to provide our customers with knowledgeable staff, readily available to answer all questions.

   We accept all forms of payment, Cash, Check or Credit Card.  We use Square as our point of sale system.  Ms ******* and the Aunt paid using their card for the 3 months they attended. No other forms of payment were used or requested.   As a courtesy for the misunderstanding, we issued Ms ******* a full credit for the last payment she gave us, which was for the month of March in which the two girls attended.  Then Ms ******* also sent the credit card payment for January as fraudulent charges and was given back that total amount for the training that the two girls received for that month.  The Aunt that was gifting our service to her nieces, also requested a $100 refund for her credit card payment in February, which was also given. 

  Past our lack of providing efficient communication to the Aunt and the Parent, Ms ******* became very upset with my staff. The office staff tried to explain our process and procedures and go over her payments with her,  as the Director of our program stood by and let the office staff work.  Ms ******* began to use a lot of inappropriate language, and as she mentioned, children were in the vicinity.  The Director tried to assist Ms ******* who then informed our Director that she was not speaking to her. The Director continued to try to assist and Ms ******* asked the Director "if she wanted to go outside and take care of things"   At this time Ms ******* was asked to leave by our Director or the police would have to be called due to the threatening nature of the conversation.  

  We put the children first and foremost in everything we do and have strong policies against certain language or violence being displayed around them.  We regrettably felt the situation was escalating and thought it best to ask Ms ******* to leave at that time. 

  We are very sorry this has happened and wish Ms ******* well in the future. We truly strive to provide each customer with a personal experience and to provide our students with a safe environment to learn and grow. 

  Sincerely,

  Randolph Gymnastics Academy

  Tana D*****

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