My daughter attended Reflex Gymnastics for several years, but over time she accumulated a very large number of absences and eventually stopped attending altogether for months. During that entire period, we continued being charged approximately $104 per month.
We never received a single phone call regarding her prolonged absence. Emails were apparently being sent to an effectively inactive email account, but there were no notifications through the app or parent platform they require families to use for nearly everything else, and no meaningful outreach asking why she was no longer attending or whether we intended to continue enrollment.
The final straw was being charged another $104 for September. I contacted them on September 3, before my daughter had attended even one September class, to cancel her enrollment and request that the most recent charge be refunded.
I understand that their enrollment agreement contains an automatic monthly billing policy and requires written notice to cancel. My frustration is not that they have a contract -- it is how this was handled with a long-term customer. A child can apparently stop showing up for months while the account continues being charged indefinitely, with essentially no effort made to determine whether the child is still participating.
We are not asking to be reimbursed for years of missed classes. We simply asked them to refund the most recent month's tuition when we cancelled before using any September services.
For a business centered around children and families, I expected significantly better customer service, communication, and consideration for a family that had been with them for several years. read more
