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:03/05/2025

  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 am writing to file a formal complaint against ****************************** (MTL) regarding a purchased ****** package that remains largely unfulfilled and their subsequent lack of communication.On March 13, 2024, I purchased a 12-hour tennis ****** package from ****************************** for a total of $1,069.20. The assigned coach, ****** ********, conducted only the first hour of the package and then became consistently unavailable for scheduling subsequent ******s.On September 2, 2024, I submitted a formal refund request (Inquiry #******) to ******************************, seeking a refund for the 11 unused ****** hours. I received a response from ******, a representative of ***, who stated that "Unfortunately, ****** credits become non refundable unless we are notified within 24 hours of your first ******. We do have a 6 month expiration date on all ****** packages, however I am able to waive that for you in this case. You are able to begin your ****** package whenever is convenient for you."This response was unsatisfactory, as the inability to utilize the purchased ******s stemmed directly from the coach's unavailability, a matter within ***'s control. Furthermore, despite ******** offer to waive the expiration date, I have since made numerous attempts to reschedule the remaining ******s.Specifically, I have sent five (5) follow-up emails to ****************************** requesting assistance in rescheduling the ******s. To date, I have received no response whatsoever. This complete lack of communication is unacceptable and demonstrates a clear disregard for customer service.I am deeply frustrated by the lack of resolution and the company's refusal to address my concerns. I paid a significant sum for a service that was not delivered, and I am now being ignored when I seek to utilize the remaining portion of my purchase.I am seeking the following resolution: A refund for the 11 unused ****** hours, or Immediate assistance in rescheduling the remaining 11 hours with a reliable and available coach.

  Business Response

  Date: 04/22/2025

  Hey there, after receiving the initial request on March 16th for a full refund, it was processed the next day for the tennis ****** package purchased. Please let us know if you need any further assistance or documentation. 
  
  Thank you!

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Hi, I purchased 6 ******s (1 hour each) online at mytennislessons.com for $496.80 and it was complete waisting of my time with the instructor cause he was trying to teach me something different I saw in many resources online. When I was asking why is that he just told me to forget all I saw before without any solid reason. I'm a begginer and I want to learn the right technic and not just do cardio exercises with a racket. And thank to internet you can see how it supposed to be, even some very simple things like the right grip for ******** Second issue that he suggested a tennis court where coaching does not allow and there's sing with the rules telling about that. So other players came to court during our session and started arguing with the coach every 5 minutes making a good point so I could not concentrate on the ****** and we had to leave after about ***** minutes of ******. So again I got waisted 35 minutes of my time.When I reached mytennislessons.com support they processed a refund of $ ****** instead of $496.80 (full amount). On their website says "There is a 6 hour minimum commitment, but if you are not happy after the first ******, I offer a 100% money back guarantee."There is answering machine all the time on the phone so nobody you can talk to.

  Business Response

  Date: 10/30/2024

  
  Thanks for reaching out.
  
  Im sorry to hear about your experience with the coach.
  
  Please note that ****** credits are non-refundable unless were notified within 24 hours of your first ******. As the payment has already been released to the coach, two ******s were deducted from your refund. Providing excellent customer service is our top priority, and we want you to have the best experience possible. Ive processed a full refund to your account. While switching to another coach may not be the best option, it is available if youd like to continue your ******s. Additionally, were pleased to offer you a 15% discount on your next
  
  ******s when you book through our website.

  Customer Answer

  Date: 10/31/2024

  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.
  

  Thank you!

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

• Initial Complaint

  Date:09/23/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 am writing to formally complain about the egregious misconduct of one of your tennis coaches and to demand an immediate refund for my unused ****** hours.I purchased a 20-hour ****** package and have attended only 2.5 hours. These sessions have been marred by unprofessional behavior, inadequate instruction, and unacceptable personal conduct. During today's ******, the coach arrived late, wore crocs, and failed to secure a proper court. He relegated us to a crowded tiny pickle ball court, where effective instruction was impossible. And the class ends early since we have no place to play. Despite my suggestion to end the ****** after one hour due to these unsuitable conditions, the coach insisted on continuing, wasting time with idle chat and ineffective verbal instruction.More alarmingly, the coach has repeatedly made inappropriate comments of a personal and sexual nature, calling me "girlfriend" and using the term "sexy" in relation to tennis posture. He has also made discriminatory remarks about my ethnicity and gender, persistently emphasizing what he perceives as my physical weakness due to being an Asian woman. This behavior is not only deeply offensive but potentially constitutes sexual harassment and racial discrimination.I demand an immediate refund for the unused 17.5 hours of ******s, which is $976.5.

• Initial Complaint

  Date:04/01/2024

  Type:Billing 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.

  Date: February 26, 2024 Lessons.com charged me multiple times for supposedly providing contacts for me to arrange private lessons in acting and voice. Nothing ever materialized and the contacts did not respond. I asked them repeatedly to end my subscription and refund my money to no avail. Lessons.com is from ******,**. I believe they are a fraudulent company and continue to text me names I ignore.

  Business Response

  Date: 04/02/2024

  Hi ****, 

   

  Thanks for reaching out. 

  I'm SO sorry to hear this. 

  I would like to help you resolve this issue as quickly as possible. 

  I tried searching for your details on our system but I can't seem to find it. 

  What email address did you sign up with? 

  Thanks. 

• Initial Complaint

  Date:12/20/2023

  Type:Billing 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.

  ******** charged my account without my authorization. I have not purchased tennis lessons. A refund is expected immediately.

  Business Response

  Date: 12/20/2023

  Hi Aimet,

  
  We appreciate the message.

  I'm so sorry for the confusion.

  I had a look at your account and our record shows you have booked for a 12 hour ****** package with coach *************************** through Fitnesstrainer.com..

  Fitnesstrainer.com is a ****** ******* of ******************************* and uses the same DBA, this is probably where the confusion arises as they are a different website. Anyone would not thought that they are a ****** *******. I have attached the booking details for your reference. If you have further questions please don't hesitate to reach out.
  

• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair 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 booked 6 hours with a coach and no one was contacting me. Called the company and no one answered/replyed.

  Business Response

  Date: 10/04/2023

  Hi Zhizhou, 

   

  Thanks for taking the time to reach out. 

  Sorry to hear that coach ***** hasn't responded to your ****** request yet, I reached out to him directly to see if he is available and I'm waiting to hear back. I will let you know via email as soon as I received a response from *********** I just took a look at your account and see that you have not been charged for your ******s yet. We only make the charge once you are successfully set up to get started with your coach. We can cancel the ****** booking if you wish or if you prefer to continue with the ******s we can definitely try to switch your ******s over to another coach in the area.
  
  What is your zip code? What days and time you are available for the ******s? I can have my colleague make a few great recommendations and help line-up a new coach. You can also reach out to us through our support email, [email protected]. 
  

   

• Initial Complaint

  Date:09/28/2023

  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.

  My wife purchased me a gift certificate for lessons for my birthday. I have called several times over the last year and not been able to speak with anyone nor get a call back. The website does not give a way to redeem the certificate and you have to pay upfront for lessons, but with all of the complaints on better business and online I am not going to send them more money an hope that they will credit my gift card. The gift certificate only terms and conditions are to call to redeem. I thought that there was no recourse until i finally found the better business logo at the bottom. I called one last time today to see if I could get anyone on the phone and it is the same recording asking you to leave a message. I want my wife to be refunded in full for the useless gift card she purchased from this scam of a company.

  Business Response

  Date: 09/29/2023

  Hi *****, 

  
  Thanks for reaching out. I'm so sorry you're having difficulties redeeming your gift card. I definitely understand your concern and would do the same way if the same thing happens to me. I took a closer look at your gift card and it looks like it was issued from our old system. We don't normally refund gift cards as we don't keep a record of payments used for the purchase. If you're happy to continue with the lessons, I'm happy to reach out to coach **** or **** to see if they are available on your preferred schedule and apply the gift card balance to your booking. 

• Initial Complaint

  Date:08/25/2023

  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.

  Hello - I purchased 6 lessons via mytennislessons.com. After I purchased, less than 24 hours, I emailed the support team asking to cancel my request. It has been FOUR days and nobody has responded to my emails. The phone number I called, I reached someone who said they could 'contact the refunds team' but there was nobody I could speak to, or an email I could have. Nobody can help me. Today, I see the funds were removed rom my account. I was told I would not be charged until my coach reached out to me. *** My coach NEVER reached out to me. I am also within the cancelation period. I am terrified this is a scam, I need my money back and I can't get in touch with anybody to help me.

  Business Response

  Date: 08/27/2023

  This has been refunded. 

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 reached out to this business last week. I bought 6 tennis lessons with a local coach they found for me for 300 dollars. My confirmation email said he would be in contact within 48 hours. It has now been five days. I have not been reached out to by the coach or website company. When I called support there was no one answering the phones and the recording said it does not do support over the phone. Only online and it hung up on me. I sent an email to the companys support team and have not heard back. I emailed the coach they assigned me to and havent heard back. I called the coaches number they listed for me and he doesnt have a voicemail that is set up. Im worried it is a scam. We need the lessons for a season coming up and the money for the season. The website list it is verified by BBB but again Im worried its a scam. Communication is key and the lack there of is scary.

  Business Response

  Date: 08/15/2023

  Hi *****, 

  Thanks for reaching out. 

  I went ahead and checked our inbox. It looks like you reached out to us just yesterday, I did not see any email from you last week. We respond to emails each day. 

  I just took a look at your account and see that you have not been charged for your ******s yet. We only make the charge once you are successfully set up to get started with your coach. I just went ahead and cancelled out your ****** booking so should be all set!

  Customer Answer

  Date: 08/15/2023

  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.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair 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 paid for 8 ******s online on July 15 and was matched with a coach but his schedule has been changing week over week, and we still haven't gotten our first class in. He's postponed classes twice over 2 weeks now.Also the website shows that I only have 6 classes left but I bought 8 and none of them have been used. Signed up on July 15th and still don't have a reliably scheduled ****** in sight.

  Business Response

  Date: 08/07/2023

  Customer has been refunded and advised through email.