ComplaintsforXtreme Air Academy LLC

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business continues to fraudulently take money from my account even though we have canceled. They are extremely rude about it and still will not stop charging me even though we are not attending. We tried canceling previously and they said I had a $600 credit to work off of. Now they are saying I didnt cancel, but thats how I got the credit in the first place. They have started charging my account again. This is unacceptable. From the reviews, it looks like I am not the only one.

  

  Business response

  03/25/2024

  Hello,

   

  On 10/17/24, this customer signed up for 7 classes per month, between her two children in the amount of $472.50 per month.  She was charged .  The customer received the total both verbally, and via email.  We also told the customer how to cancel membership verbally, via email, and we have a sign in our lobby.   The customer then complained saying she was confused on the price and thought all classes were included for a $75 per month basis.  We explained that classes are not unlimited and we do charge per class.  There is a 10% discount for multiple classes which is why each class was $67.50.  On November 1, 2023, the customer was charged $596.70.  This was for the prorated October charges and future November charges.  The customer was dissatisfied and we wanted to make the customer happy so we again explained the cancellation policy and offered the customer a credit to keep her.  The customer unenrolled from all but one class each for the students.  Per our cancellation policy, all withdrawals must be made in writing and sent to our cancellation email at ********************************** by the 15th of the month prior.  We extended courtesy and instead offered to put the tuition towards future enrollments.  We explained the credit on the account would be applied by removing the enrollment charges for November, and the customer would then stay enrolled in a Friday class for each of her two children.  The amount charged would be $135 per month.  That would deduct from the $596.50. The customer was charged $135 monthly after that, and the amount deducted from the courtesy credit.  We charge a $50 annual registration fee that runs on 1/1 of every year.  $596.70 was deducted as follows:

  PAYMENT6542c9e9d52bb
  Batch Autopayment 6:03PM 
  
  $596.70CHARGE
  11 November :: *******, ******** :: ********* (11/01/2023)
  
  $67.50CHARGE
  11 November :: ****************************** :: ********* (11/01/2023)
  
  $67.50CHARGE
  12 December :: *******, ******** :: ********* (11/30/2023)
  
  $67.50CHARGE
  12 December :: ****************************** :: ********* (11/30/2023)
  
  $67.50CHARGE
  01 January :: *******, ******** :: ********* (12/23/2023)
  
  $67.50CHARGE
  01 January :: ****************************** :: ********* (12/23/2023)
  
  $67.50CHARGE
  Registration Fee::***************************;(01/01/2024)
  
  $50.00CHARGE
  02 February :: *******, ******** :: ********* (01/23/2024)
  
  $67.50CHARGE
  02 February :: ****************************** :: ********* (01/23/2024)
  
  $67.50CHARGE
  03 March :: *******, ******** :: ********* (02/23/2024)
  
  $6.70

   

  On 12/18/23, we sent the customer the following courtesy reminder of our billing policy:

  Hello Families,
  
  Just a reminder that payments for 1/1/24 will be taken on 12/23/23, and going forward, each month's payments will be run on the 23rd of the month prior.
  If payments are not made before the month's start, enrollment will be dropped.
  All program drop requests must be made by emailing ********************************** by the 15th of the prior month. DO NOT DROP IN THE APP.
  Please contact us with any concerns.
  
  Thank You,
  
  Xtreme Air Academy

   

  on 12/19/23, we sent the customer the following email reminder:

   

  Hello Families,
  As we approach 2024, please review our updated payment policies.
  Beginning 12/23/24, payments for the following months tuition will come out on the 23rd of every month.  Any payments not made by the first of the month will result in unenrollment from the program and a late fee applied to the account.  Spots will then be opened up to the waitlist or available to be filled by others.  There will be no exceptions for this, regardless of program or discipline.  All accounts must be in good standings, for students to attend class or competitions.
  All accounts must have a valid form of payment on file.
  All drops must be made via email to **********************************.  Do not attempt to drop in the portal.  This email serves as communication that dropping on the website without verbal or written confirmation from us via email or confirmation at the desk is not acceptable as the website does not push that info to us automatically.  Drop requests must be made by the 15th of every month.
  As a reminder, registration charges apply 1/1/24.  The yearly cost per family is $50 for recreation, $75 for any family with at least one team/preteam member.  Team is Red stars and up for women, boys team only.
  We appreciate everyone adhering to these policies.  If you are not sure if your account is up to date or would like to change your card on file, please call or stop by the desk.
  
  Thank you,
  Xtreme Air Academy

   

  Both of these emails were opened by the customer as we show in our IClass Pro portal.

  On 2/23, the credit ran out and the customer's account was charged $128.30.  The customer called saying she did not need to cancel because she had cancelled at the desk and that's how she got the credit.  I advised her of our cancellation policy and forwarded her the emails that we show she opened.  The customer sent the following response:

  
  *************************** Tue, Feb 27, 8:40?PM
  
  
  to me
  
  
  
  
  
  
  
  I didnt need to send a separate cancellation email since I already canceled and it was accepted. Thats how I received the $600 credit. Because I already had canceled my account but they said no refunds and that I would have a credit. What business makes you cancel from your credit that you received from already cancelling? This makes absolutely no sense. 
  
  
  Where does it state you have to cancel your credit that you received from your prior cancellation???
  
  
  Please refund the Feb. 23 deduction. 
  Thank you 

   

   

  _________

  As you can see, the customer was aware she was receiving a credit being applied to rolling enrollment.  The customer also received reminders of our enrollment policy and clearly states she did not follow our unenrollment procedure.  She also received several email updates.  The customer then went online and removed herself from our email list and wrote several negative reviews about us.  The father of her children also wrote separate reviews, despite us never having spoke with this man.  The customer cites others have the same issue but the others she's referring to is her partner.

  We have responded to this customer and reminded her several times that she did not unenroll.  We did unenroll her after speaking with her on 2/27/24 and she has not been charged since.

   

  We appreciate you reviewing this claim as this customer's false narrative has been a burden for our gym family.  We aim to serve our community as ****************** program for students of all skill levels and ages.

  Customer response

  03/26/2024

   
  Complaint: 21356722
  
  I am rejecting this response because: they are incorrect with their details. A number of different office staff worked & spoke with me. My children didnt even attend in Feb. or March and they still charged me, unacceptable, after it was explained to me that my card would not be charged again and they would work off of the credit. 
  When I posted about my experience with them and the fraudulent business they operate, a large number of community members responded to my post that they in fact have also been taken advantage of and had their accounts charged multiple times incorrectly. We are still determining if we will all meet and file a larger compliant with the company after we consult with legal counsel. 

  The owner reached out to me and left a voicemail with a phone number to contact him back at. I tried contacting him back on two different occasions and he never responded. 
  

  At this time I am not satisfied with their response and will continue pursuing action in hopes to help save others from having to experience this trauma. 
  
  Sincerely,
  
  ***************************

  

  Business response

  03/28/2024

  3/28/24
  We have updated our response and we have attached additional documentation including ******* attempt to include her boyfriend to say the same thing happened to him when it had not, and her signed enrollment agreement with the classes she wanted to enroll in that she wrote on the back.
  3/28/24
  We are also including the registration the customer signed with her credit card information as well as all the classes she wrote on the back of the paper that she asked to sign up for.
  I have also included the proof that the other people she is referring to is her boyfriend.
  ****** has now received $600 in free classes and then tried to say the remaining enrollment charges were fraud to her credit card company, get a refund for classes her children were enrolled in and financially responsible for.  ****** claims she was told by several office members that her account would be unenrolled however, if that were true, she would not have had to keep inquiring.  ****** did not speak to our staff after the initial courtesy credit we issued after she very clearly signed up for the classes she was billed for.  Her claims are false and we have several documents that prove the contrary.  She has been slanderous to our company in an effort to get more free services from us.

  Customer response

  03/29/2024

   
  Complaint: 21356722
  
  I am rejecting this response because: The claims are false. I have bank statements that I did in fact pay for the services. They were taken out of my account. My children did not attend because of the lack of supervision of the instructors. They would rather be on their cell phones then instructing the class. Since the classes were so poorly organized along with a number of other classes going on at the same time, my children did not attend as I worried about their safety and mental well-being. I paid for services they did not receive in Feb. and then they continued to charge me all the way through March.  I have the documentation they continued charging me even after my children did not attend for a month. All I asked for was the credit for the one month that they did not attend. I did not ask for the $600 I paid to be returned, only the one month for which they did not attend or use any services for. An apology for the way all of this has been handled and one month credit shouldn't have caused this much conflict. It's a true reflection on how this company lacks customer service in so many areas. It is a true reflection of just wanting individuals' money and they will continue to take it regardless of it is the correct way to do business. 

  Also, I do not have a boyfriend, I am, in fact, married. Again, this just shows they continue to spread rumors. This company has nothing to stand on because they continue to do this to so many others, it will one day catch up to them. They cannot even offer an apology which goes to show the lack of customer service. I cannot control what the community members say, write, or post about this company. They are trying to say I'm the one that is causing a problem with their business. In reviewing their previous BBB complaints or other reviews, it seems they had issues before this. I'm just the one documenting it and voicing my concerns. Many individuals also seem very upset with the way they have been treated and hopefully the company uses this to invest in some greatly needed customer service training.                                
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 12/15/2023 I stoped by the companys location to find out the sign up information for their winter break camp for my daughter I was told and provided with the paper work which stated the daily fees for different times which I have a picture of such document They inform me that I would only be charge for each individual attended day for the time frame of my choice from the options presented at the time. On Monday 12/26/2023 my daughter started to attend for the time frame selected which were from 6:30a till 6p. My daughter was dropped off at 7:30a and was picked up before 6p on 12/26/2023, 12/27/2023, 12/28/2023. On Friday 12/29/2023 my daughter woke up feeling sick with a bad cough so I called the business office and informed the person on the phone that my daughter was not going to be attending that day and that I wanted to cancel their services and I also wanted a full refund for the following week for the days of 1/02/2024, 1/03/2024, 1/04/2024, 1/05/2024 and I was told this was possible and that a manager would be contacting me to complete my request. I never received a call so later that day I called back and requested a status update for my request and I was told the manager wasnt available till the following week on 1/02/2024 and had to call them to proceed with my request So on 1/02/2024 I called agin as directed by the person who answered the phone on 12/29/2023 to speak with manager in order to get refunded as I had requested and was told at the time that this request was possible to be granted but I was once again told that the manager wasnt gonna be in the facility until 4p later that day so i informed the person that answered the phone that I was gonna call back after 5pm and I was told that would be ok . When I called back the person that answered the phone told me that refunds are not permitted according to their policy and that a manager would be calling me to explain the situation better. But I never got a call back nor a refund.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My daughter enrolled in weekly gymnastics lessons at Xtreme Air Academy on April 22, 2022. We are billed monthly for her lessons, which we were told took place on Wednesdays from 5PM-7PM. My daughter attended weekly lessons in April and May with no issue. We were billed on June 1 at 5:29AM in the amount of $112.39 ($110 for tuition and $2.39 for a processing recoupment fee). At 7PM on June 1, my daughter was told that the lesson time was being changed, but she could not remember what the time was (she is 10 years old). I emailed the company on June 2, asking what the new times were. I did not get a reply. I left a voicemail on June 3, asking what the new times were. I did not get a reply. I emailed the company again on June 9. Someone from the company texted me on June 9, stating that the new times are 3PM-6PM. I let them know that my husband and I both work, so we cannot make a 3PM lesson. The company stopped responding via text. I left another voicemail on June 13, and texted the company again on June 14. Someone named Coach Sean texted me back on June 14, stating he would call me from the gym. He never did. I tried contesting the June charge with my bank on June 15, since the company changed the times AFTER charging me. However, my bank will not allow me to contest the charge until I cancel the lessons. I sent the company an email on June 15 to the cancellation email posted at the gym.

  

  Business response

  06/27/2022

  Consumer Response /* (2000, 5, 2022/06/23) */ Xtreme Air Academy contacted me after I filed a complaint with the BBB. They issued me a refund and canceled my membership. This complaint can be closed. Please contact me with any questions. ******** *******

*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. ↩