Complaints

• Initial Complaint

  06/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To whom it may concern, Due to sustaining a bilateral knee injury during training I cancelled my gym membership from Steve ****** Krav Maga concepts on 03/03/22. I requested a verbal and written request to cancel my membership and yet they are charging me $195/ month. Attached is my doctor's ****** to the school to show proof of being under his care and to refrain from training. Also attached is the school's contract stipulating that if a student sustains an injury and he substantiates this with a doctor's ****** then the applicant's membership will be cancelled without any fees. Steven **** and his 3rd party billing service, *************************** are charging monthly unauthorized $195 fees to my credit card. I already initiated an investigation with my bank and filed a police report on 06/06/22. I have left messages to Steve **** and he ignored the calls. I made attempts to directly deal with him and he refuses to cooperate. I am getting financially bullied by Steve **** and harassed by non stop billing after trying to cancel gym membership. Again, I sustained a bilateral knee injury from his class and all Steve **** cares about is getting paid. He is clearly unethical, dishonest, immoral and only cares about making money without a care or concern for his students. He aggressively bills and never intends to stop. Please advise me with the next steps. And contact me if you need any clarification and notify me with future communications.Regards, ***************

  Business response

  06/23/2022

  ********************* enrolled into the facility on January 12th 2022. The memberships are ongoing and require 30 days notice to cancel. All of which we have a signed agreement for. He paid for two months only. There is an ongoing dispute with ************ about the last (one) payment. We are not charging monthly unauthorized $195 fees to [his] credit card, as ************ has incorrectly stated.
  ********************* first came in to the office to speak with me, Steve ****. He wanted to express that he wasnt happy with the classes, that no one likes him here and the Instructor of the class doesnt like him. He was also resistant to wearing the school uniform, a school t-shirt, to class. I tried to give reassurance that we are a family oriented facility and of course we want all students to feel comfortable. We try to provide a welcoming environment.
  That same week, within a day or two, ********************* then reached out by phone to cancel his agreement. When asked why he wanted to cancel, he said that he wanted to try different things. We ask everyone why they wish to cancel, feedback is important to us because it helps us grow as a facility and provide better service. He was instructed to email *************************** which is the requirement for all members to cancel. Once the email is sent, the accounts are canceled after 30 days notice.
  ********************* emailed on March 3rd to cancel. The last payment to come out of the account was supposed to be on March 10th per the agreements 30 day notice policy. The billing company that we use attempted to collect that payment and has tried each month since. This is not multiple months of charges, this is the last March payment that has been attempted to be collect in order to close the account. Once that last payment of $195 is paid then the account will be closed.
  The agreement stipulates that a student can cancel If upon a doctors order you cannot physically receive the services because of significant physical disability for a period in excess of 6 months.  The doctors note was first provided to us by email on April 26th and additionally does not state anything about being out for a period in excess of 6 months. It mentions bilateral knee pain,nothing about a serious tear or break. We also offered him that he could take his month of classes at any point in the future.
  There is a dispute put in with his credit card company, on June 13th, of which we have sent in the agreement that we and *********** signed. Whatever the credit card company decides, we will of course honor.If there agree in our favor, then that last payment will go through on the credit card. If they agree in Mr. ***** favor, then the account will be canceled with the agreement with no more charges on his account.
  I also do not appreciate the slanderous attacks against myself.I have worked very hard over the 32 years that I have been in business serving thousands of people in our community. To call me unethical and dishonest and immoral when I am abiding by the agreement is completely unfounded and truly disgusting. If I only cared about making money I would not have students here for years and I would not be in business for as long as I have surviving a pandemic. I constantly give people my time, working hard to improve their self-defense skills and make them safer on the streets. If a student needs particular help in an area I can often be found on the mat, teaching them, not as a private ****** where I would be making money, but for free. We might disagree on the last months payment, however it is not unethical for me to be abiding by the terms of the agreement that was signed by both parties.

  Customer response

  06/24/2022

  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:

  [Your Answer Here]

   
    On 03/01/22 I gave my feedback to Steve **** about an obnoxious instructor and sustaining an injury. Steve was nonchalant about my knee injury. And he completely disavowed my input about my experience with his classes.
    My doctors letter is drafted and emailed in March 2022. Apparently direct feedback to Steve and a doctors letter about sustaining an injury is not good enough for him. His actions clearly show how he does not care about the safety of his students and only cares about getting his $195. After having a valid medical issue and experiencing a negative training experience this should be enough reasons for cancelling Steves services.
    One of the stipulations in his contract is he will permit a cancellation if the student is Dead or if they have a doctors note that states that you will not be able to participate. Steve mentioned that I can take a month of classes at any point in the future. If I am injured, why would I take more of his classes to worsen my condition? His previous comments are absurd,nonsensical, irrational and he only cares about extracting the most amount of money from his students. Instead of honoring my rights to cancel and stop the charges he persistently charges $195 even after I stopped going to his school.  
    Apparently, there are other former students who complained about Steves billing practices. They describe how he constantly billed them after cancelling. When they called to inquire about the fees they get hung up on and the billing center never returning calls, emails etc. ***** and Steve are extremely friendly and ingratiating when they are trying to enroll their prospective students well not when it comes to their money. Their attitude changes when students want to leave for valid reasons ie. injury, moving, no longer needing their services etc. They will keep billing using some front company called EFC *********************** and having to deal with another dishonest and devious character named *******************. I should have done more research before signing up and not enrolled. When other former customers warn Enter at Your Own Risk, and Steves school being more difficult than getting out of a cult this is indicative of how Steve runs his business. I dont care how long Steve has been in business I can only attest to my own experiences, and it has not been a good one.    

   

   

   

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

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

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