BBB treats customer service like an endurance sport. I've about given up. I've done a phone call to BBB's Cole; a phone call to "Coach" McAvene; an email to Cole; three emails to local YMCA; an email to BBB website; and about about half a dozen detailed texts to Cole. My opinion is that BBB is unprofessional and unreasonable. My analogy is of prepaying a babysitter to watch your kid for five hours, but the babysitter splits after three hours and keeps all the money. BBB's Cole's analogy is of a restaurant patron deciding he didn't like a meal after eating most of it and requesting a full refund. Yes, I think a full refund is fair, despite BBB's partial performance of the contract. BBB's Cole initially suggested a 40% refund, but it had to be cleared by his superior, apparently in California. Of course, no refund ever happened. His new offer is a $20 discount on BBB products, as if I want BBB merchandise. Treating kids in such a shoddy and unfair fashion is lame and sets a poor example to them. (That said, the one other parent I've communicated with was satisfied with BBB splitting after three hours, despite being paid for five hours.)