SteFanie
Extremely disappointing
Extremely disappointing experience at the Newark location. I would strongly encourage parents to think carefully before enrolling their children here for ninja class and any gymnastics program. My children (ages 4, 6, and 8) missed ONE class during a 10-week session. Their written policy states that students are allowed one makeup class or open gym, yet the gym refused to honor it despite weeks of calls, emails, messages, and even an in-person visit trying to resolve the issue respectfully. What made this situation especially frustrating was the constant shifting of explanations as to why my children were being denied a makeup class. First, I was told that “makeups are not guaranteed per our policies (which are listed online).” I thoroughly reviewed their entire online policy page multiple times, and nowhere does it state that makeups are automatically denied under these circumstances or that end-of-session makeups are prohibited. Second, their policy also does not explain how families are supposed to schedule a makeup when the missed class happens at the very end of a session. Once I pointed out that obvious gap in the policy, the explanation then changed to: the session had ended, so the kids could no longer make up the class. Then the explanation changed yet again to claiming I “never contacted them” to arrange a makeup. That statement is completely contradicted by documented calls, emails, voicemails, and follow-ups over several weeks. I even contacted the gym 2 weeks PRIOR to missing the class to ask how the makeup process worked and was told the absence first had to occur before scheduling could happen. Afterward, I repeatedly attempted to coordinate the makeup and received no meaningful communication in return. The responses I did receive were extremely short, dismissive, and defensive. At one point I was even told my attempts to resolve the issue were “excessive,” despite the fact that the only reason I kept reaching out was because nobody would provide a clear answer or reasonable resolution. I also came to the gym in person hoping to speak with someone face to face. I spoke with a supposed manager and still got nowhere. I requested a direct phone call or face-to-face meeting with the owners to discuss the issue professionally, and those requests were denied as well. The amount of effort this gym put into gatekeeping a single open gym makeup for three young children was honestly unbelievable. The Newark location feels poorly managed and lacking accountability. The impression I was left with is that customer concerns are ignored, policies are interpreted differently depending on the situation, and families are dismissed the moment they ask questions or point out inconsistencies. This entire issue could have been resolved with one reasonable conversation and basic customer service. Instead, it became weeks of avoidance, contradictory explanations, and dismissive treatment over one missed class. Parents absolutely deserve to know how concerns are handled here before committing their time and money.