Bedford Area Family YMCA

Review: This entity, which is not under the Virginia Health Spa Act, sells memberships to members of the public in exchange for access to their facilities. The agreement contemplates that the facilities will be open for member use except under limited circumstances. When we signed up, we were told that except for several scheduled swim meets, which were on the calendar, the pools would be open for use during normal hours. Additionally, we were told that the gym would be available for use for kids, unless organized sports were going on, and those events were posted weeks in advance. We were told child care was available during set hours. Our kids ages were disclosed at signup. Since signing up, we have been informed that they do not lower basked ball goals for kids in the gym, they do not have someone present to provide child care during the hours stated (one person to do that, front desk, and any emergency issues is not providing child care), and that they rent the pool out for parties during normal business hours, which are not posted. It is understandable that sports events will temporarily prevent access, but when members of the community can rent facilities to my exclusion as a paying member for non-programmatic events, when said facilities are available for rent on the weekends after 5, when the place closes anyway, it is fraudulent. Additionally, when there is absolutely nothing that kids the ages of mine can do there on a Saturday afternoon when they are supposed to be open, in addition to most other times, the membership fee is being paid in exchange for nothing. The failure to provide contracted facilities, due to the number of non-member community programs they have there closes facilities enough to make it normal, as opposed to occasional. Given that I was promised access, and it has not been given, they do not live up to their end of the agreement. Finally, the hot tub has been broken for over a month, and has not been fixed.Desired Settlement: Quit lying about what they provide in exchange for a membership fee. It should read, "if no one else, even nonmembers, are using our stuff, then we might let you use it if we feel like fixing it."

Consumer

Response:

I want the Bedford YMCA to provide the benefits posted on their website and at their facility. Specifically, provide childcare, pool access and gym access for my children.

Business

Response:

This letter is intend to acknowledge your correspondence dated April 21, 2016 which wasreceived recently by the Bedford Area Family YMCA, Inc, hereinafter referred to as the "y." It ismy understanding that at consumer's request his membership with the Y has been terminated.Given the fact that the consumer has terminated his family's membership the Y is of the opinionthat the complaint is moot at this time.As to the substantive facts raised in consumer's complaint, the Y would dispute theallegations made by the consumer. The only allegation in the complaint of which I have beenadvised has any substance relates to the hours of pool operation. I have been advised that the poolwas in fact closed for a private party as the consumer stated in his complaint. However, poolhours are posted on our website. The Y attempts to make reasonable efforts to notify members ofany changes to the pool hours. If that was not done in this case we certainly apologize to theconsumer and his family.The remainder of the allegations in consumer's complaint are simply untrue. Theconsumer complained to staff regarding the closure of the pool on the date that the private partywas scheduled. At no time did the consumer mention any of the other issues raised in thecomplaint with Y staff. Staff first became aware of these complaints when your correspondencewas received.Should you have any questions, please do not hesitate to contact me.[redacted]cc [redacted], Executive Director[redacted]