Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a family membership for my children for the Ellwood City pool run by Beaver County YMCA, as I have done every summer. The pool rules displayed both at the pool and on the YMCA website state that my children (ages 10 & 11) are allowed to swim at the pool without a parent present, however, they have been turned away multiple times because they are “too young”. Had someone mentioned that the rules changed, I never would have purchased a family pass for the season. I want a full refund as my children have been unfairly turned away for the majority of the summer.

  Business Response

  Date: 07/18/2023

  The Beaver County YMCA is one of the largest providers of youth services in Beaver County.  As such, we consider the safety and well being of children we serve to be the very top priority of our organization and we go to great lengths to ensure that all children in our care are safe.  The shift in the age policy was required by our insurance provider and aligns with our practices to ensure all children are safe.

  The complaint suggests that the posted rules were inaccurate on both signage and our website.  The sign was adjusted immediately after being notified by our insurance carrier, working in tandem with the Borough of Ellwood City.  A phone call was made to *** ***** by both the Borough Manager and our Aquatic Director of the reason to the change and the timetable of such.  The website listed in the complaint is the YMCA of the North which has no affiliation to the Beaver County YMCA.  

  The children were never turned away when the appropriate adult supervision was provided.  The Y is open and inclusive to all. 

  A refund was never asked for until we received this notice from the BBB and we would work with *** ***** to assist in reaching a fair and equitable agreement.  

  Customer Answer

  Date: 07/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  At the time of purchase, the posted rules stated that ages 10+ are permitted without an adult. As such, the pass was purchased under false pretenses door to deceptive signage. I would not have purchased the pass had the correct rules been posted. If a full refund of the pass Is not issued, I will continue to take this higher. All I want is a refund because the pass can’t be used for its intended purpose.

  
  Regards,
  
  ******* *****

  Business Response

  Date: 07/18/2023

  As stated in the previous correspondence, we would work towards a fair and equitable solution.   

  Customer Answer

  Date: 07/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  Awaiting notification of the refund

  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:11/18/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was at the YMCA on Thursday November 17th 2022 and was approached by a woman who claimed to be the aquatics director and said her name was Dana she was very rude and very unprofessional I was asking her about swimming lessons for my grandson because I was told she would be able to help me but she wasn't any help at all she made me feel as if I was stupid by the way she talked to me and I also witnessed the way she was treating her employees like they were little children which was the exact way she was talking to me as well something needs to be done about that woman she does not belong in an authority position because as long as she is there I will not be returning

  Business Response

  Date: 12/05/2022

  I am following up on the above case number.  I have called the complainant on two separate occasions-
  November 30 at 2:45p and again on December 1 at 10:15a with no return phone calls.  Thank you.  
  
  Michael ** H*****
  President/CEO