Complaints

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $770 for a weekly tennis class for my child for this fall. The company canceled the class last minute several weeks in a row. One time I commuted all the way there with my 5 year old to discover it was canceled in the lobby. I eventually asked to withdraw and was promised a refund in writing that we have yet to receive. I have followed up several times. There are numerous examples of similar behavior towards other customers.

  Business response

  10/28/2024

  Player has been refunded for her class. 

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  Customer response

  11/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hi,
  
  The refund issued by the business has not posted to my account and may not within 6 days. If you extend the reply window I will respond appropriately when the refund has been processed. Stripes website says it can take 10 days and Ive heard this is coming.
  
  Thank you,
  ****** ************

  
  Sincerely,
  
  ****** ************
  
  
  
  
   
  

• Initial Complaint

  10/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 29th, 2023 I paid Tennis Innovators $760 for 10 group tennis lessons. Tennis Innovators indicated that for sessions missed, including due to weather, I would be able to make up the lessons. By the end of the programming (November 2023), I needed to make up 2 lessons due to weather. I discussed with the instructors that I would like to make these up in the summer given the only locations they have near me are outdoor, which they agreed with saying the classes would not expire.I reached out on June 30th, 2024 to make up my remaining classes and was initially offered dates and times to make up the classes, none of which worked for me. (They were offering times that I am at work or otherwise late at night which would be unsuitable for travel and logistically not possible. They also would offer times last minute.) After several weeks of going back and forth and waiting for a response, they stopped responding. I have not heard from them as of July 30th, 2024 and have sent 5 follow-up emails. My friend who also signed up with me and is owed make-up classes also reached out with no response.Tennis Innovators indicates on their site "Refunds are only provided on a case by case basis due to extenuating circumstances. If our team cannot provide you with a schedule appropriate to your availability, or offer an alternative, we will refund or credit the amount paid." Given that they have stopped trying to offer a schedule that works for me and will not communicate with me at all, including to offer a refund, they are at this point not delivering the service that was paid for and agreed upon. I would like to be refunded for the cost of the two classes, ($760/10=$76x2=$152). At this point I am no longer interested in engaging with this company and taking their class.

  Business response

  10/11/2024

  Both ******* and ****** were provided a ton of make up opportunities between October 2023 and August 8th, 2024. Make-ups are based on availability and our coordinator tried his best to provide options. Unfortunately it seems ********* last request were going to an inbox of an employee no longer working as end of August. 

  Nonetheless, ******* and ****** played in Fall 2023 - attached you will find an email with make-up options for all players, she responded to the email and clicked on the link (never signed up for make-ups)

  She returned in May of 2024 looking for options again and they were provided, she again couldn't make it. Between June 2024 - August  2024 we again provided quite a few additional options for make-ups for a program almost a year old - once again they couldn't make it up. 

  The effort was provided and it is unfair to blame us for not "providing" make ups. 

   

  Customer response

  10/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  First, my name is ******* not *******.

  Second, as evidenced by the emails TI has attached, they provided us with times to make-up with very late notice or at times we would be at work or late at night. It seemed like they had the court space and would not offer us the make-ups at the times we indicated worked best. Simply offering times but refusing to coordinate on a mutually agreeable slot should not be considered as the business upholding their side.
  

  Further, at the end of the session they let us know the locations they would play in the winter. I had indicated that these were far away from me and I was told that this was not a problem, that my makeups would not expire and to reach out in spring/summer.
  
  It is frustrating that the business now is commenting on my desire to make up the classes a year later when I was told that was not an issue. They make no effort to coordinate a time that might work for their students. Also, it can be seen that there are multiple email addresses on these chains- did all belong to the administrator?

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ********
  
  
  
  
   
  

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On May 23, 2024, I paid $975 for two summer sessions of tennis classes with Tennis Innovators. I was supposed to have 9 classes over the two sessions. I was told that I could take make-up classes for any I would be unable to attend; this was in large part why I decided to sign up for the sessions as I already knew I would have work travel and other conflicts with some of the classes. On August 16, I emailed to ask if I could use credits for two missed classes earlier in the session for makeups on August 18 and 25. On August 17, having not received a response, I followed up to see if I was booked into the August 18 class. I never heard back so I did not attend the class. I finally received a response on August 22 which encouraged me to text since it might be easier to finalize. On August 30, I sent an email saying there were no classes listed on the website and asking that I be provided with the schedule so I could schedule my makeup classes. On September 5 and 10 I texted the number that had been provided on August 22. I received no response to any of these communications. On September 11, giving up on my efforts to reschedule, I sent an email asking for a partial refund as I had never received responses to multiple communications. I missed four sessions in total throughout the summer (7/31, 8/7, 8/14, 8/28) and asked for a refund of $433 ($975/9 x 4). I received a response the same day with a convoluted answer on what they could refund and what they couldn't. The next day, I responded asking for clarity on what the email meant. On September 18, I followed up again. As of today, September 22, I still have yet to receive a response. There are still no classes listed on their website and haven't been since at least August 30. I have no interest in continuing to engage with this company and believe at this point the only appropriate resolution is a refund of $433 for the classes I have been unable to reschedule despite herculean efforts.

  Business response

  10/11/2024

  ** ****, 

  Has been provided all the potential make-ups, she was responded with answers to her questions and than decide she didn't want to book her make ups. 

  On 9/18 the schedule was not ready for make-up bookings. Make-ups are not guaranteed but we try our best to make them happen. 

  Here are the terms *** **** agreed to that states make-ups are up to 2 maximum. We are happy to provide her additional time for her missed lessons but *** **** must understand we need to begin our session place the players and than offer slots to make up. 

  By clicking the box below I agree that I am either the named participant, or the parent or legal guardian of the named participant, and that we will abide by all rules and regulations which now exist or which may be hereafter adopted or amended by Tennis Innovators. I further acknowledge and agree that there are certain inherent dangers in playing tennis and that Tennis Innovators shall not be liable for any personal injuries, property damage, or other loss sustained by me or the named participant in, on or about the premises, or arising out of the use or intended use of any facilities, equipment or other property of Tennis Innovator. If I enroll, or enroll my child(ren), in programs and am asked to furnish Tennis Innovators with appropriate medical exams, I agree to furnish such exams and records. In addition, in case of accident or injury to me or my child(ren) and if an emergency contact person cannot be reached, I grant Tennis Innovators permission to obtain medical attention if necessary, for which I will be financially responsible. Tennis Innovators reserves the right to close court or facility for repair or alterations. Tennis Innovators reserves the right to cancel this contract at any time, at its sole discretion, and management's sole liability shall be to refund any amounts previously paid on a pro-rate basis. I understand that make up lessons will always be applied if Tennis Innovators cancels the class session, however if the class is held and I, or my children do not attend for personal reasons, there will be a limit of 2 (two) classes eligible for make up. Tennis Innovators retains the rights to any photographs or video taken at the facility to be used for publicity or advertising.

  Customer response

  10/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This is not an acceptable response.  They failed to respond to multiple attempts to book make-up classes over many, many weeks.  They committed to me over the phone when I initially discussed with them whether I would book the summer sessions that I could make up as many classes as needed, otherwise I wouldn't have signed up as I communicated to them that I already knew I would miss several sessions due to travel.  At no time during my many attempts to schedule make-ups did they tell me that there was a limit of two make-ups.  They never told me they were waiting to finalize the fall schedule and then could schedule me.  In fact, they had told me I could book drop-ins for the make-ups.  And then didn't respond to multiple follow-up emails and texts.  Only when I reached out to BBB did they finally respond.  This is a terrible way to run a business.  I am not the only person who took their classes over the summer who was disappointed by their lack of responsiveness and professionalism.  I doubt their business will continue to be sustainable if they treat their customers this way.  I hope they will reconsider a refund in part or full of the classes I paid for and was unable to rebook due to their lack of responsiveness.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,
  
  ******** ****
  
  
  
  
   
  

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 3/19/2024, I paid $685 to Tennis Innovators for spring term lessons at *************************** courts for my 2 children. On 4/1/2024, Tennis Innovators informed me that they would not be able to offer classes at this location, and offered to switch children to a different location. As the other locations were not convenient for our family, I requested a refund on 4/3/24, and repeated my request on 4/28/24. On 4/29, ****** from Tennis Innovators responded by email that he would issue the refund. I sent multiple follow up emails and received a mail from ************************* on 6/7/24 apologizing for delays and confirming that the refund would be issued as soon as possible. However, no refund was issued, and I received no response to my emails of 7/12/24, 8/5/2024, 8/8/2024 and 8/27/2024, and no one is picking up the listed telephone number for the business. I had planned to file a small claims court case, but prefer resolution through the BBB if possible.

  Business response

  09/06/2024

  *************************************************************************************************************************************************************************

  All was refunded - The administrator moved on from his position, her email was sitting in an inbox. 

  Customer response

  09/06/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up for my kids to take tennis classes in Spring if this year with Tennis innovators in the location of *******. A couple of months later, they informed me that they could not accommodate us in ******* because of a dispute they have with the nyc parks department. After letting them know that I could not accommodate any other location they agreed to refund $860 back to my credit card. Its been close to six months that I keep sending them emails for a refund and they keep telling me they will do it next week or oh you havent received it yet? We will do it and they still havent done it, its been a month that they do not respond to any of my phone calls or emails. Please help me resolve this issue. Other parents have had the same issue but they seem to have been refunded. They do not have a business address ao Im not sure where to go and complain. Thank you, ******.

  Business response

  08/07/2024

  Customer has been refunded. It took longer as the participant refund was delayed due to an administrative filing issue.

  Customer response

  08/09/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******************
  
  
  
   
  
  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 1, 2024, we paid Tennis Innovators $456.00 for tennis lessons for our son.February and March, we requested a receipt on multiple occasions. They never provided a receipt.In April, they canceled the scheduled lessons. We did not have any of the lessons we paid for.Starting May, they continued to promise to issue a refund for our payment. However, subsequently they have never issued the refund, and are not responding to emails.Tennis Innovators contacts:- ************************* <*******************************************************>- *********************** <*********************************************************>,- ************************* <*********************************************************>

  Business response

  06/17/2024

  We apologize *** ************ had to wait for their refund. It unfortunately took longer than expected due to the refund/chargeback process. 

  *** ******* **** has been refunded. 

  Customer response

  06/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have not received a refund. The credit card on which the charge was made shows no indication of a refund. 

   
  Sincerely,
  
  ******* ****
  
  
  
  
   
  

  Business response

  07/03/2024

  Again - this refund was processed. 

   

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  Customer response

  07/30/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ****
  
  
   
  
  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I originally inquired about tennis ******s in ************. I was informed there were not giving ******s there any longer and was given the option of the Astoria rate at their *************** location. After much back and forth, I was given the time and dates of May 4th, May 11th (which was going to be a makeup day that they also never got back to me on), May 18th, May 25th, June 1st, June 8th, June 15th and June 22nd. All Saturdays at 7pm.I attended the first ****** on May 4th. It turned out to be a makeup class for other more experienced players and the coach had no idea I was coming. Like originally agreed upon, I missed May 11th. When I went to attend the next ****** on May 18th, security to the building would not let me enter and told me there was no 7pm ******. When I tried contacting tennis innovators (first saying I couldnt enter the building then requesting a refund), I received no response. As of May 20th at 4pm, I still have not gotten a response.All I want is a refund (minus the only class I attended) of what should be $267.00 out of the $305.00 that I had paid.

  Business response

  05/24/2024

  Players decide to show up during a rain storm for an outdoor ******* she was well aware it was outdoors as she showed up to multiple classes with our program to know it was outside. The rain started 30 mins before her ******* the players were made aware we would have to cancel as the court was wet and unsafe.  

  Player committed to adjust locations, class day & time.  Nonetheless, her fee was fully refunded including the classes she attended. 

  Customer response

  05/29/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  $456.00 paid on 2/28 for a Spring tennis package. Dates were never given for the class, which was meant to begin in early April. The company emailed in early April (4/7) saying they could not offer the class/package I signed up for. I asked for a refund (4/8). They confirmed (4/11). I followed up on 4/22, as no refund had been processed. They replied on 4/23 saying they would check. I replied on 4/26 that again, no refund had been processed. They replied on 4/30 again saying they would check on it. I replied on 5/3 that I would move forward with a complaint if the refund is not shortly processed. They still did not process it. All emails attached.

  Business response

  05/24/2024

  Player was offered an opportunity to play and agreed to adjust until his schedule did not coordinate any longer. We had let him know his refund was in processing and guaranteed to be done. 

  He has received his refund. 

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*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. ↩