Texas Power Athletics LLC

Complaint: [redacted] I am rejecting this response because:We were not informed that TXPA charged late feesWhenever I picked up Evelyn from after care, I would tell her to hurry up so I wouldn't get charged late fees at her sister's daycare, which follows good business procedure and informs parents of late fees when they sign the contract and every time fees are to be charged to our account.We were not aware that the pick up time at TXPA was before 6:30PMWe would not have signed Evelyn up for after care at TXPA if these were their hours of operation, as it does not fit our work schedule.During the months while late fees were being charged, we were not informed of their existence, in person or in writingMost importantly, TXPA charged the late fees to my bank account without my authorization.Regards, [redacted]

Texas Power Athletics is sorry that *** *** is not happy We strive to run our business ethically and do not charge any person for anything that they have not received a service for. In this particular case, my review and investigation shows that Ms*** has been a
client of TxPA since the summer of She has received services since that time and has received an invoice on a monthly basis for her services In September of 2014, Ms*** and Mr*** (Ms***'s partner/spouse) signed their daughter up for Afterschool Care They signed an agreement to pay for services and for late pick up The cost for these services were communicated in the contract, as well as, on our website These clients paid their invoices regularly each month In December, we started communicating with Ms*** and Mr*** that we will begin enforcing our late fee policy because they were coming later and later each day We have records that show there were times they picked up their child at 7pm, but most often it was around 6: They continued to pick up their child late, so we billed them for their late fees We understand that they were aware there was a late fee because Ms*** would tell her child to hurry and get her stuff together because it was costing her a $a min which is the fee after 6pm Please understand that when clients pick up their child late, TxPA is expected to pay additional fees to their employees who have to work this schedule, including overtime if needed Ms*** and Mr*** received an invoice for December services in early December Payment was not made for the services received by January, so TxPA attempted to collect a second time and sent an invoice to Ms*** On January 30th a third invoice was sent and then again in February Our General Manager sent them a not stating that we would be taking the payment in Feburary along with the late fee invoice that we had sent to them Mr*** made many attempts to get our clients to pay for the service they received On February 25th, Mr*** communicated with our clients that he waived the late fees prior to December and would not be charging them for this service as good will He did communicate that the $charge for December and the $charge for december/january late fees were paid in full He also communicated that they have an outstanding invoice $for February prorated fee for services received which still remains opened Mr*** continues to communicate that they were not aware of late fees being charged and communicated that we told him there would be flexibility with pick up At TxPa there is flexibility but our after school hours are - 5:30, with late pick up until 6: We obviously will wait there with the child until the parent arrives, but there is a reasonable flexibility and then there is unreasonable expectations on the clients behalf Mr*** and Ms*** should have read the contract that they signed and be aware of their obligations We have only asked them to pay for the late fee once we re-communicated our expectations and our fee schedule They can not claim at that point they were unaware any longer As for the charge that Ms*** has file a complaint about, Texas Power Athletics provided our clients with a service and an invoice Mr*** claims that he believed he was given verbal okay to charge the client when she called to change her card we had on file for her He communicated this in an email dated 2/

Good Morning Ms***,Ms*** was a customer of Texas Power Athletics (TxPA). She enrolled her athlete in our recreational tumbling program. When she signed up for TxPA she agreed to our terms and policies.Our policy is that when you want to discontinue a class that you drop your
class online through our parent portal or write us an email to drop the class. We need a paper trail of the request so that we can defend the action if there is a need to do so. Our policy is:"If you wish to drop a class, you must do so two weeks prior to the end of the month. If you do not drop in this time frame, you will be billed and you are expected to pay for the class as we are holding this spot for your athlete and can not double book the spot."We have styled this much like the industry standard policy with other cheer, gymnastic and workout facilities cancellation policy. It is on the customer to make the change to their online account and have made that process simple and easy to use and they agree to the policy at the time they register for the program.Ms*** said that she told a man that she wanted to drop, but I am not sure which person she is referring to. We traditionally do not use word of mouth drops because our coaching staff has over athletes walking through the doors, they handle a class and move on to the next one. They do not have access to the system to make the changes and often will not recall a conversation they had with the parent. It is an unreliable system. This is why we were clear in our policies that they needed to drop through the class management system/parent portal or email us the request.We are always willing to work with the customer and resolve issues, but the first time that TxPA was contacted about these charges was the week of Christmas when her credit card company called to dispute the charges. We explained our policy and they said they would handle from there.The second time that we heard from Ms*** was with the Revdex.com. If Ms*** can show us that she provided written communication that she wanted to cancel the class, I will be glad to work with her on a refund. If Ms***, can provide me with more details around the person she spoke with, I can reach out to them and investigate so we can potentially give her a partial refund
*** ***

Complaint: [redacted]
I am rejecting this response because:It is unfortunate the Ms. [redacted] has responded to my complaint in an untruthful manner.  As she well knows, and as I have documented in my complaint, I spoke wth Jose in the office back in February of this year. I told Jose my daughter would no longer be attending her tumbling classes as she was starting soccer. Jose offered to cancel her membership right then and there, did not ask me for anything in writing and it was my understanding the cancellation had been processed. Jose is the only person I have ever dealt with at Texas Power Athletics as every time I have ever left a message for [redacted], it has gone unanswered. Back in August, I noticed my credit card was being charged the monthly membership fee and I reached out to [redacted] at that time. I left many detailed messages for her on the phone number which appeared on my credit card statement; I explained to her that my daughter no longer attended classes and I requested she call me back to achieve a resolution to this. Not once did she call me back in all those months.  I also left a message for [redacted] at the Texas Athletics office with [redacted]. [redacted] was the one who informed me that Jose had left the organization in March. I continued to leave messages for [redacted] once a month (as every month I checked my credit card statement and saw the membership fee) and she continued to ignore me. I left a final message in December advising [redacted] I would be calling the Revdex.com and calling my credit card company and, then, and only then, did I receive an e-mail from [redacted] stating my credit card information had been removed from the Texas Power Athletics system.To state that the first time she heard about my complaint was when she received notice from the Revdex.com and/or from my credit card company is an outright lie.
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:We were not informed that TXPA charged late fees. Whenever I picked up Evelyn from after care, I would tell her to hurry up so I wouldn't get charged late fees at her sister's daycare, which follows good business procedure and informs parents of late fees when they sign the contract and every time fees are to be charged to our account.We were not aware that the pick up time at TXPA was before 6:30PM. We would not have signed Evelyn up for after care at TXPA if these were their hours of operation, as it does not fit our work schedule.During the months while late fees were being charged, we were not informed of their existence, in person or in writing. Most importantly, TXPA charged the late fees to my bank account without my authorization.Regards,[redacted]