Somerset Valley YMCA

Review: The management is rude and not considerate. My son was attending summer camp in 2013, when he had leg pain, in person I submitted the cancellation form. After numerous calls they got back after 6 weeks that they need Dr. Certificate. After submitting the Dr. Certificate, they took another 2 months and finally denied the refund for 4 days or providing credit for next year. I am shocked as number of near by camps - [redacted], [redacted].. etc give you credit for future. These guys have some personal agenda. Will not return to Sommerville YMCA camp.

my son had been to pediatrician and specialist, and I offered to get more medical slips if needed.Desired Settlement: 4 days refund for my son's summer camp or credit to attend 4 days in future (1 year)

Business

Response:

On 8/12/13, we received a Credit Request Form from a parent requesting a credit or refund for 4 days of summer camp because the child developed severe corn/ callus on the child's foot. Parent wrote that the child will not be able to return for the next 4 days. As is written on our Summer Camp registration form, which is signed by all parents or guardians in order to register. The camp registration form states "medical refunds will be considered in case of illness or injury lasting more than 5 days and will require a doctor's note verification, anything less than that will be considered on a case by case basis." The camp director followed up with the family stating that we needed a doctor's note to consider the request. The doctor's note was provided in mid September with a date of 9/13/13. The doctor's note stated that the child was under the doctor's care during those 4 days and that the illness/ injury was leg pain. On the doctor's note where it is listed physical activity, it is checked that "may take physical education" and "may go outside for recess". The credit request was denied because the doctor's note did not exclude the child from participating in camp. There was a lack of follow up with the family from the YMCA, therefore when the parent called in November inquiring to the credit/ refund, we apologized for the poor customer service and credited their account $80 as a courtesy. We also explained that the credit request had been denied and our reasons for denying it. We were polite and thorough with every email and explanation to the family. We do our best to accommodate requests due to changes in schedule or child's injury or illness. We do expect our families to follow the policies when submitting credit requests so that the process can be taken care of in a timely manner.

Consumer

Response:

Review: [redacted]

I am rejecting this response for several reasons.

1. On day 2 - when I submitted in person letter that my son will not be able to attend, the front office did not request Dr. Certificate. and gave assurance that in person letter should be sufficient.

2. I followed up 5-6 times with Camp Director and Front office and in Sept them asked me to provide Dr. Certificate. So the Dr. did provide a note in Sept and did mention 8/13 also.

3. We had taken the kid to Foot Dr. specialist also for 4-5 weeks and offered to get letter from them but YMCA did not show any interest as they had made their decision.

4. I was requesting refund or credit, I still do not understand how credit for a year is an issue unless they are greedy for the money or have personal agenda.

Regards,

Sudarshan Meruva

Business

Response:

We are so sorry that this camp parent is not satisfied with the partial credit that we issued to his account in November 2013, prior to this complaint being filed. As previously stated, we recognize that the credit request was not handled as quickly as it should have been handled so we issued the credit on his account. We have followed our medical credit/ refund policy which all camp parents sign off on. We work very hard to ensure that we treat everyone fairly. In order to ensure fairness to all, we cannot provide a credit if it does not meet the established criteria.

Sent on: 12/23/2013 1:44:51 PM

Consumer

Response:

Review: [redacted]

I am rejecting this response because they are not fair. Can they share how many cases they handled this year and how their response.

Regards,

Review: My 18 year old son, [redacted] joined the Somerset YMCA June 1st 2012. He paid the teen fee of $28 per month in June and July. Knowing he was to attend and live at [redacted] in August 2012, he inquired about cancellation of services. Understanding the cancellation would take effect 30 days after he requested it, he turned in his ID tag to the front desk in JULY 2012 with confirmation at the front desk he would no longer be using the services. My son does NOT remember any request to cancel services be submitted in writing to the Somerset YMCA. ( * My 18 year son started at [redacted] in a PhD program. I only emphasize this point to demonstrate he has an exceptional memory for detail and doesn't recall the written request from the front desk.) Turning in his ID tag meant he would no longer be able to sign in/swipe his tag indicating use of services.

August 1st 2014, I realized that a charge of $28 has been deducted from my bank account each month for the past 2 years and I contacted the Somerset YMCA. There was a very helpful supervisor [redacted], who understood that a small amount of $28 could go undetected on a bank statement and mentioned he would try to help me recoup some or all of the two years of payment the YMCA as my son did not use the facility.

My request to recoup any past funds for the previous 2 years were denied by managers, [redacted] and [redacted]. They stated since there was no written cancellation on file, the charges continued. . My son turned in his ID tag, no documented facility use and not recalling any written cancellation request at the front desk, was not enough to recoup funds. Manager [redacted] mentioned they were a nonprofit organization and refunding nearly $700 would be a hardship for the YMCA Totally understanding this, I suggested a percentage be refunded and was denied.

I find them unethical. NO YMCA documented use for 2 years in their system, and they continued to take funds with my son not using their services.Desired Settlement: I would like to be able to recoup all, or at least a portion of funds they took, while not providing services for 2 years.

Business

Response:

The Somerset Valley YMCA's Branch does have approved policies for termination of membership that we believe may not have been followed by the member, and resulted in him being billed after he left our YMCA.

We have decided, however, to refund the entire amount in part because our nonprofit YMCA is a membership organization that exists to provide people with opportunities to manage their health in a supportive environment. We couldn’t provide this service in this particular case, as this young man was no longer a member. Due to an apparent mis-communication, however, he was still charged a monthly fee. We are refunding the amount that was paid after he turned in his swipe card.