ComplaintsforTotal Self Defense Foundation LLC

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We renewed the ******************** April 2022 for my daughter's karate at Total Self Defense. We decided to move August 12th 2022. I asked for a partial refund because we were moving 1 hour away. They refused. I don't have stable internet for her to participate in online karate. So again, I asked them to make an exception for a partial refund. They again refused. I am losing out on $800. The total year was about $1200. That is a lot of money to just go to waste. No reason they can't make an exception for us. This is my ****** review, trying to get a little help again. Their response wasn't helpful at all.Was happy with the facility until we moved an hour away with barely any internet service. They wouldn't make 1 exception for a refund. I lost nearly $800. Disappointed in that aspect, my daughter was a member for 2 years..Response from the owner a day ago Hi ******, thanks for leaving the review. We haven't moved and still have the same great facility and service. As always, we honor the membership when your back in town. Just let us know when you move back.

  Business response

  09/16/2022

  As stated in the member agreement a member may receive a refund if cancelled within 72 hours of down payment, less $60 processing fee. *********************** signed her first agreement on 2/18/21, and again on 5/31/2022.  She renewed the membership for her daughter  and chose to make the full payment for tuition 4/5/2022.  ****** notified Total Self Defense 6/30/2022 that they would be moving, well after the 72 hour period in the agreement.

  
  

  Her daughter has a membership and is encouraged to come to class and participate in our online program through the remainder of her membership.  The agreement also states that the student is obligated to make payments whether or not the student attends classes.

  
  

  We have acted in good faith, openly encouraging our student to continue their training.  ****** has left unfavorable reviews for the company in multiple areas, rather than accepting that her decisions have consequences.  

  
  

  Attached is the electronically signed version of the agreement.
  

  
  

  Please feel free to call and discuss any issues.
  

  
  

  Customer response

  09/21/2022

  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.
  
  In life things can change,  we did not plan to move. It just happened. There is always an exception to everything.  We do not have the internet capabilities for her to do it online. Believe it or not there is not high speed internet in my area. She can't drive 1 hr each way to attend. So simply asking for a partial refund is not that difficult. I understand we signed paper work, however alot can happen in 1 years time. We are not going to a different martial arts school we simply cannot participate online due to internet.  I don't understand the difficulty in providing an exception. 
  
  Regards,
  
  ***********************

  Business response

  09/21/2022

  While we understand the frustration.  ****** had the option to choose a monthly membership rather than the yearly membership.  That was her choice to purchase the yearly membership.   

  As stated in the member agreement: It is further understood that the student is obligated to make payments whether or not the student attends classes.

  She has an outstanding bill due on July 23, 2022.  Total Self Defense has fulfilled our requirements to the student per the membership agreement.

  Our policies ensure that we can focus on the students committed to training.  These policies have not changed since we opened the school over 9 years ago.  

  This is our first complaint in 9 years.

  Customer response

  09/26/2022

  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.
  
  I understand it was our choice to sign up for the yearly membership but as you know things in life change. Unfortunately I am not going to dedicate my future around a year membership.  The future of my family is more important.  I never had any complaints prior but your not being flexible nor accommodating for our change in the path of life. Policies haven't changed in 9 years, maybe its time to update things and be more understanding of life changes. 
  
  Regards,
  
  ***********************

*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. ↩