ComplaintsforYMCA of Central Maryland, Inc.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 3rd and 4th, I picked up my kids from the Y camp in Arnold so that we could work out and then go in the pool. Even with wiping down the exercise bike before and after, showering before the pool, someone's poison ivy oil was absorbed into the handlebars and transferred to me. The handlebars on the bikes are porous, so using a wipe did and does nothing. I was out of work for over a week, after having spread it throughout my entire body while applying sunscreen before the pool. I called the Y to report this on July 18. I am still dealing with the effects of the poison ivy, including one doctor's visit and one hospital visit. When I called, the so-called manager, Shannon responded with "Thank you for informing me. We will look into the matter." I asked if she didn't want details so that she could properly address a problem that will not be fixed otherwise. There were no questions about how it happened, where exactly. No "I'm sorry for your experience". It was just a robotic repeat of "Thank you, we will look into it". I had to directly express my disappointment at her indifference and lack of care in gathering information to actually do something about it. It is not a clean facility. I have never NOT encountered drops of sweat on a machine. I have to clean the entire piece of equipment, and even then, I still got poison ivy. It's disgusting. Staff is comprised of mostly young people. I never see anyone cleaning the machines throughout the day. I primarily see them sitting around the front door and desk area, chatting with each other.

  Bureau response

  07/24/2023

  Ryan *******
  YMCA of Central Maryland, Inc. 
  *** ** ********** *** ****** ** *****
  
  
  Dear Ryan *******: 
    
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 7/18/2023 and was assigned an ID of *********   
  
  How do I take care of this?
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code* **************

  What should I include in my response?
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
   
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  What will happen if I do not submit a response and what can I expect to happen next?
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  

  Sincerely,

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####
  

   

  CUSTOMER EXPERIENCE INFORMATION

   

  Customer Information:

  Pamela ****

  *** **** ***** ** ********** ** *****

  Daytime Phone: ###-###-####
  E-mail: *****************
  

   

  The details of this matter are as follows:

   

  Complaint Involves:
  Customer Services Issues 

   

  Customer’s Statement of the Problem:
  
  On July 3rd and 4th, I picked up my kids from the Y camp in Arnold so that we could work out and then go in the pool. Even with wiping down the exercise bike before and after, showering before the pool, someone's poison ivy oil was absorbed into the handlebars and transferred to me. The handlebars on the bikes are porous, so using a wipe did and does nothing. I was out of work for over a week, after having spread it throughout my entire body while applying sunscreen before the pool. I called the Y to report this on July 18. I am still dealing with the effects of the poison ivy, including one doctor's visit and one hospital visit. When I called, the so-called manager, Shannon responded with "Thank you for informing me. We will look into the matter." I asked if she didn't want details so that she could properly address a problem that will not be fixed otherwise. There were no questions about how it happened, where exactly. No "I'm sorry for your experience". It was just a robotic repeat of "Thank you, we will look into it". I had to directly express my disappointment at her indifference and lack of care in gathering information to actually do something about it. It is not a clean facility. I have never NOT encountered drops of sweat on a machine. I have to clean the entire piece of equipment, and even then, I still got poison ivy. It's disgusting. Staff is comprised of mostly young people. I never see anyone cleaning the machines throughout the day. I primarily see them sitting around the front door and desk area, chatting with each other.
  
  
  
  
  
  Desired Settlement:
  Contact by the business
  
   

  HIPAA: HIPAA Release was offered and accepted on 7/18/2023.

  Bureau response

  07/24/2023

  Pamela ****
  *** **** ***** ** ********** *** *****  
  
  Dear Pamela ****:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/18/2023 against YMCA of Central Maryland, Inc..  Your complaint was assigned ID ********* 
  
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####

  Bureau response

  07/31/2023

  Ryan *******
  YMCA of Central Maryland, Inc. 

  *** ** ********** *** ******* ** *****
  
  Dear Ryan *******:
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 7/18/2023 and was assigned an ID of *********    

  BBB forwarded you a complaint filed by Pamela ****. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  In the interest of time and good customer relations, please provide BBB with written veri****tion of your position in this matter within 7 calendar days.   
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

   

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

   

  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####

   

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Pamela ****
  *** **** ***** ** ********** ** *****
  Daytime Phone: ###-###-####
  E-mail: *****************
  
  
  The details of this matter are as follows:

  Complaint Involves:
  Customer Services Issues
  
  Customer’s Statement of the Problem:
  On July 3rd and 4th, I picked up my kids from the Y camp in Arnold so that we could work out and then go in the pool. Even with wiping down the exercise bike before and after, showering before the pool, someone's poison ivy oil was absorbed into the handlebars and transferred to me. The handlebars on the bikes are porous, so using a wipe did and does nothing. I was out of work for over a week, after having spread it throughout my entire body while applying sunscreen before the pool. I called the Y to report this on July 18. I am still dealing with the effects of the poison ivy, including one doctor's visit and one hospital visit. When I called, the so-called manager, Shannon responded with "Thank you for informing me. We will look into the matter." I asked if she didn't want details so that she could properly address a problem that will not be fixed otherwise. There were no questions about how it happened, where exactly. No "I'm sorry for your experience". It was just a robotic repeat of "Thank you, we will look into it". I had to directly express my disappointment at her indifference and lack of care in gathering information to actually do something about it. It is not a clean facility. I have never NOT encountered drops of sweat on a machine. I have to clean the entire piece of equipment, and even then, I still got poison ivy. It's disgusting. Staff is comprised of mostly young people. I never see anyone cleaning the machines throughout the day. I primarily see them sitting around the front door and desk area, chatting with each other.

   

  
  
  
  
  Desired Settlement:
  Contact by the business
  
   

  HIPAA: HIPAA Release was offered and accepted on 7/18/2023.

  
  Additional Comments from Consumer:
  

  Bureau response

  08/15/2023

  Ryan *******
  YMCA of Central Maryland, Inc.
  *** ** ********** *** ****** ** *****
  
  RE: Final Notice of Complaint
  
  Dear Ryan *******:

   

  This message is in regard to a complaint submitted to the BBB about your business on 7/18/2023 by Pamela ****.  This complaint was assigned ID *********
  
  

  Why am I receiving a "final notice" letter?

  Previously our office provided your company with a complaint from the consumer listed above. Our records indicate that we have not yet received a written response from you to address this matter. Please note, this will be our final attempt to contact you about this matter.

   

  How do I take care of this?

   

  Your BBB is requesting a written response to this complaint by (7) seven calendar days, Your prompt and professional response greatly enhances the chance for a successful resolution. We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 

    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code* **************

  What should I include in my response?

  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Copies of any supporting documents can be uploaded to the caselink or forwarded via email, fax, or postal mail. BBB also offers mediation and binding arbitration services to help resolve particularly difficult or

  complex situations. These services may be an effective means of resolving the matter without going to court. If you are interested in utilizing these services, please confirm this interest in your written response and your caseworker will follow up with additional information.

  
  

  What information will be posted to the website?

  Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your

  experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

  
  

  What will happen if I do not submit a written response?

  Your BBB develops and maintains Business Profiles on companies in our service area. This information is available to the public and is frequently used by potential customers. Your cooperation in responding to this complaint becomes part of your BBB Business Profile. Failure to give attention to this matter may be reflected in the report we provide to consumers about your company and may have a negative effect on your BBB Rating.

  
  

  What if I've already resolved the matter directly with the customer?

  Great! Please just provide us a description of what you did to resolve the matter in writing so that we may update the case and close it out accordingly.

   

  Sincerely,
  
  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####
  

   

  
  
  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Pamela ****
  *** **** ***** ** ********** ** *****
  Daytime Phone: ###-###-####
  E-mail: *****************
  
  
  The details of this matter are as follows:
  Complaint Involves:
  Customer Services Issues
  
  Customer’s Statement of the Problem:
  On July 3rd and 4th, I picked up my kids from the Y camp in Arnold so that we could work out and then go in the pool. Even with wiping down the exercise bike before and after, showering before the pool, someone's poison ivy oil was absorbed into the handlebars and transferred to me. The handlebars on the bikes are porous, so using a wipe did and does nothing. I was out of work for over a week, after having spread it throughout my entire body while applying sunscreen before the pool. I called the Y to report this on July 18. I am still dealing with the effects of the poison ivy, including one doctor's visit and one hospital visit. When I called, the so-called manager, Shannon responded with "Thank you for informing me. We will look into the matter." I asked if she didn't want details so that she could properly address a problem that will not be fixed otherwise. There were no questions about how it happened, where exactly. No "I'm sorry for your experience". It was just a robotic repeat of "Thank you, we will look into it". I had to directly express my disappointment at her indifference and lack of care in gathering information to actually do something about it. It is not a clean facility. I have never NOT encountered drops of sweat on a machine. I have to clean the entire piece of equipment, and even then, I still got poison ivy. It's disgusting. Staff is comprised of mostly young people. I never see anyone cleaning the machines throughout the day. I primarily see them sitting around the front door and desk area, chatting with each other.
   
  
  
  
  
  Desired Settlement:
  Contact by the business
  
  HIPAA: HIPAA Release was offered and accepted on 7/18/2023.
  Additional Comments from Consumer:
  

  Business response

  08/15/2023

  Spoke to the member today, 8/15/23.  She was upset that when she called in July to give us information it didn't seem as though it was important to the supervisor nor did anyone get the correct details about her concern.  I listened to her complaint/concern about using the bike in the fitness center, she states she got poison ivy from them not being cleaned.  I apologized for her medical concerns and told her we would follow up with the fitness coaches on the cleaning procedures and look into the manufacturer's recommendation for cleaning of the bike handles that she states are not able to be cleaned.  I told her to reach out to me if there are any other concerns.

  Bureau response

  08/15/2023

  Pamela ****
  *** **** ***** ** ************ *****
  
  
  Dear Pamela ****:
  
  This message is in regard to your complaint submitted on 7/18/2023 against YMCA of Central Maryland, Inc..  Your complaint was assigned ID ********* 

   

  BBB has received a formal response from YMCA of Central Maryland, Inc.. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  Spoke to the member today, 8/15/23.  She was upset that when she called in July to give us information it didn't seem as though it was important to the supervisor nor did anyone get the correct details about her concern.  I listened to her complaint/concern about using the bike in the fitness center, she states she got poison ivy from them not being cleaned.  I apologized for her medical concerns and told her we would follow up with the fitness coaches on the cleaning procedures and look into the manufacturer's recommendation for cleaning of the bike handles that she states are not able to be cleaned.  I told her to reach out to me if there are any other concerns.

  Bureau response

  08/20/2023

  Ryan *******
  YMCA of Central Maryland, Inc. *** ** ********** *** ****** ** *****
  Re: ID * ******** - Pamela ****
  
  Dear Ryan *******:
  
  Thank you for your recent response to Pamela ****. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested noti****tion of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

   

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####

  Bureau response

  08/20/2023

  Pamela ****
  *** **** ***** ** ********* ** *****  
  
  
  Re: ID * ********* YMCA of Central Maryland, Inc.
  
  Dear Pamela ****,
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  Sincerely,
  
  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####
  

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I noticed back in October after looking through my online card statements (which I normally do not do, EVER unless I run into a problem and I did have an issue which had nothing to do with YMCA until I noticed MONTHS of charges on TWO different cards!) and I saw I was charged $100 on two different cards for almost a full YEAR!!!!! I never ever stepped foot into any YMCA since I was a young child I'm in my 30's now. I never signed ANY paperwork for a membership, I never used any gym membership in multiple years period for any gym. I belong to a private swim club that my family has invest thousands into, so I wouldn't use the Y for swimming. They verified with me over the phone nobody had ever even came into the ymca using this so called membership. I don't know if my teenage son or my sister whom has stolen my identity and used my credit and debit cards previously which resulted in alerts on my credit file about 10 years ago. But nonetheless I never authorized this membership especially NOT with Covid-19 running rampant and having 5 kids doing homeschool and then returning to school. We have dealt with a death in the family, my husband their father so things haven't been the easiest for us and seeing that I basically was "robbed" out of close to $1,000 when we are trying to rebuild our lives is extremely disheartening and not acceptable at all. I spoke to several different employees the last was a woman who said they would take care of it cancel the membership and refund the original payment methods.. they did cancel my membership as they stopped charging me BUT NO MONEY!!!! I thought okay maybe they will issue me a check and with businesses really swamped and under staffed I tried to wait patiently. But here I am now close to 4 months later without a dime of the money for a membership I never signed up for, never used and never gave any form of consent for. I mean they don't have my ID on file either RED FLAG?! I just want my money that I deserve so I can move on!

  Business response

  05/27/2022

  Business Response /* (1000, 7, 2022/04/01) */ We sympathize with your loss during these difficult times and hope things improve for you soon. You originally notified us of the issue in early October 2021. We have reached out several times for clarification on your request but have not received responses to our inquiries. Please know that there were 2 separate memberships started for this family, at 2 different times, on 2 different payment methods belonging to the family. All fees paid were $718.45. The first one was started in January 2021 with several Family Events registered, at different times, on this membership for the children in the family. This membership was eventually stopped due to nonpayment. Since programs were registered while the membership was active, we are unable to refund this portion of the membership. The 2nd membership was purchased in July 2021 online. This portion of the membership was not used. We will be more than happy to refund the fees charged for July, August, September and October 2021. The total refund via the method paid will be $396. This refund was processed on March 30, 2022. ****************** 1/23/2021 Family Registered online and signed Membership agreement (Will be provided upon request). Membership is for 2 adults and 6 children 1/23/2021 Family Registered for Parents night for 3 kids for 1/30/2021 1/25/2021 Family Registered for Family Swim and signed Various waivers online (Will be provided upon request) 2/9/2021 Family Registered 3 kids for Valentine's Day Program 2/13/2021 Canceled 1 of the kids from Valentine's Day Program 6/2/2021 Membership Account canceled for non-payment 7/1/2021 Family Registered online again with a new payment method and signed membership agreement again (Will be provided upon request) 10/1/2021 and 10/4/2021 Family contacted various Centers via emails 10/1/2021 Center Director for the Parkville Y responded to Family email 10/4/2021 Customer Service department responded to Family email via phone call and left a voice message (no response call to Customer Service) 10/5/2021 Family placed a call to Perry Hall Y which was referred to Associate Center Director at Ward Y 10/6/2021 Associate Center Director at Ward Y phoned the Family and left 2 voice messages (no response call) Consumer Response /* (3000, 9, 2022/04/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) And I have spoken to multiple people at multiple different times. Everyone said something different. However I did not EVER sign up for any memberships within the YMCA ever. As I have stated to employees I don't know if my sister whom has stolen my identity in the past for tickets, cellphones, tried to get a car loan and the list goes on, I DID have to get a identity alert on my credit files, I had to jump through hoops because of it. Now I don't know if she has done this to me once again I'm not sure I just know I have had trouble in the past. It also could have been one of my MINOR kids more or less my 15 year old since he begged me to sign up for a membership a while back so he could hangout with his friend ***** whom is a member or was a member. But with Covid, death, my hospital stays amongst so much other unfortunate events we have gone throug I told him no. He swears he didn't do it and I'm not sure I can't accuse him without actual proof. What I do know is that I never signed any papers. I don't have any membership forms or membership cards. I haven't stepped foot in ANY ymca in about 15 years! So if someone signed up for these "events" I'd like the video of someone that was registered under this account entering any ymca. My 15 year old didn't have a license so I know he couldn't have gone there without me driving him! Nobody went to these "events" I know nothing about these nor the membership until I looked at my bank statement as to which I was informed two cards were used! Clearly I did not sign up I did not sign forms I did not come to the Ymca I did not AUTHORIZE this at all whether my sister did this or my minor child did either way I myself DID NOT AT ALL if I did I would have either utilized it or at the very least taken my teen there to hangout with his friend whom belongs to the ymca! I wouldn't just join something DURING THE PEAK OF COVID JUST TO LOSE $100 A MONTH WHILE WE LOST MY HUSBAND, MY HOME, MY CAR and we have finally just now gotten our lives back on track the last 6 months. What sense would any of this make to join a gym to never come it's not like it's a $10 membership this is a $100 membership we are talking about! I never stepped foot in there and I'm 98% certain my child didn't either! How can a membership even be completed without signing forms in person and showing ID and having your picture taken?! I've belonged to gyms in the past and that's always how it works. I belong to a private swim club and every single year my family and I have to submit pictures and sign forms! How is this even legal. So you're saying anybody can just sign anyone up for memberships there are no papers? No ID verification?! This is outrageous and I will not accept anything less that what is owed and the totsl owed is $792.00 according to my bank statements, your math is wrong. I want my money that was basically extorted from me. No other adult NOR MINOR HAD ANY AUTHORIZATION FROM MYSELF TO SIGN UP FOR A MEMBERSHIP and it should have been a red flag on your end if nobody ever came in to sign forms and submit ID unless someone did? And I'd like the proof of so! So I'm owed $792.00. Thank you. Business Response /* (4000, 11, 2022/04/13) */ Thank you for your response and please know the Y understands your concerns. As a follow up to our original response, we would like to offer similar facts to these transactions and would like to mention policy surrounding transactions that you mention. We are sorry that we are not necessarily in complete agreement with how to resolve these concerns. We are confident in our policies and procedures in review of this matter. Y Policy does not include refunding transactions for a claim of potential fraud. It is always our recommendation that the fraud be presented to the existing banking institution. Banking institutions have the proper procedures in place to manage potential fraud. Since we believe that you feel strongly that these transactions were not completed by you which would suggest potential theft or potential fraudulent activity, the proper course of action is to contact the correct banking institution to address your concerns. This is handled exclusively through the customer and the banking institution, and upon review the banking institution would perform what is referred to as a chargeback to the business and that is how the customer would be refunded. Our stated facts for this series of transactions are as follows: A membership was purchased in January 2021 for you, your significant other and your 6 children. Several of the children were registered for special family events. The account was created in your name, with all your family members (including birth dates) and contact information (address, phone and email) along with 2 different credit card numbers. Various children were registered for events. Registration for events occupies a space, meaning other customers may or may not have been able to sign up for these same events based on potential space limitations. The online account was accessed several times over the course of 6 months. Signed Agreements are available. Between January 2021 and July 2021, there were no less than 2 phone calls and 15 auto-generated emails relating to the creation of the account, signing up for the membership, each class/event that was registered and returned payments notification plus an email verification. The email is listed as verified meaning somebody opened the email and clicked the verify button in the email. Our calculation of payments and the refund is below. If you feel the total payment is not correct, please submit a copy of your bank statement(s) to CustomerService@ymaryland.org showing the missing charge(s) and we can investigate further. Gap Fee (1/23-1/31/21) 1/23/2021 $28.45 Feb 2021 Membership Fee 2/1/2021 $98.00 March 2021 Membership Fee 3/1/2021 $98.00 April 2021 Membership Fee 4/1/2021 $98.00 May 2021 Membership Fee n/a $ - --Attempted 5/1, 5/7, 5/14, 5/21, 5/28 Joining Fee 7/1/2021 $4.00 Gap Fee (7/1-7/31/21)7/1/2021 $98.00 Aug 2021 Membership Fee 8/1/2021 $98.00 Sept 2021 Membership Fee 9/1/2021 $98.00 Oct 2021 Membership Fee 10/1/2021 $98.00 Total Paid $718.45 Refund 7/1-10/1/21 payments $(396.00) Please note that our refund to you specifically for $396.00 on 3/30/22 was in good faith, after reviewing your claim and all the facts surrounding this account. The Y recognized that no services were provided between July 1st 2021 and October 31st 2021. Your total payments equaled $718.45 and after our refund to you of $396.00, your payments remaining are $322.45. These are transactions covering the period of time January 23rd, 2021 through May 31st 2021 during which time the membership was used for registering for events. Because the membership was used, Y policy would not guarantee a refund. If the membership was purchased fraudulently, then the banking institution would research and potentially refund via a chargeback. That transaction is between the customer and the banking institution. The Y makes no guarantee that the banking institution would perform a chargeback.

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