Initial Business Response /* (1000, 8, 2017/07/25) */
July 24th,
Dear ***,
Thank you for your interest in Safety Services New Brunswick's motorcycle training programAs a not-for-profit charitable organization with more than years' experience in motorcycle training, we take
great pride in the motorcycle training experience of our students and in this regard have developed fair policies to help us ensure the best customer service possible
In response to your complaint filed with the Revdex.com, I wish to confirm that you were made aware of and provided with an electronic copy of our cancellation policy at the time of your registration for our motorcycle course on Monday, March 13th, at 9:11am
Below is our cancellation policy that you agreed to upon registration, and which you made reference to in your e-mail to *** on June 12th, confirming your awareness and understanding of the policy
"REFUND/RETAKE POLICY:
All refunds are subject to a $** administration feeRefunds for cancellations with less than seven (7) days notice prior to the student's course start date will not be considered
Students may reschedule their course date, with no charge, provided this is done at least seven (7) days prior to the course
There will be a cost for students who wish to retake the course (or retake sessions required to complete the course) subject to course availability and management approval
*Safety Services New Brunswick (SSNB) reserves the right to cancel or change the dates of any program."
You indicated in your complaint that you thought "long and hard" and were previously aware of the cancellation policy yet waited to contact us the day before the course start date (May 24th, 2017) to request the cancellation, which you confirmed as "a couple of days ahead of time" in your complaint
You also indicate that you were advised by *** that you were "inside of the day cancellation policy but that if I had a doctor's note explaining the situation it shouldn't be a problem to receive a full refund of my course fees." As well, you state that you would like a refund "as promised" by *** for your total feesThis is incorrect*** indicated that if a doctor's note was provided, she would be able to consult with the Director of Motorcycle to review your caseBeing very familiar with the policy, having dealt with similar situations before, and not having the authority to approve the refund herself, *** would not have promised a refund at any point
Further, in your email to *** on May 24th, you indicate that you hoped that the notes sufficed for a "refund of the course fee minus the $** fee", yet are now stating that you were told you would receive a refund of your total feesThis is an example of the contradictory information between statements in your complaint, and facts that you have already acknowledged to in writing
Upon receipt and review of your doctor's notes, it was determined that they were not relevant to the current situationThey were referring to your place of employment, and dated over a month prior to the motorcycle course (March/April)You were not you told that "the notes were not sufficient as they didn't clearly state the reason for my absence from work" as you indicate in your complaintRather, it was due to the timing and not being specific to the motorcycle course
You then submitted a note dated June 5th from *** *** stating that you were unable to complete your motorcycle trainingOnce again, you were told that your note and situation would be brought to the Director of Motorcycle Training for review; not that you would "receive a refund without any questions", as you state in your complaint as "the most maddening part"
We do not disagree that the possible existing symptoms resulting from a concussion would result in your decision to not participate in the motorcycle training courseHowever the incident that caused these symptoms and your inability to partake in the motorcycle training took place in March; while you waited until the day before the course (two months later) to inform us of your cancellation and refund requestHad you requested the refund prior to the day cancellation policy, we would have processed the refund without issue
It is unfortunate that you never requested to speak with anyone in management at Safety Services New Brunswick prior to taking the extreme measure of contacting the Revdex.com as your next step in resolving your complaintOur Director of Motorcycle Training (*** ***), or myself (*** ***), President & CEO, would have been more than happy to have further discussion with you in this regard to go over your concerns
I hope that our account of the details in response to your complaint provides clarity to the situation and that you can appreciate how Safety Services New Brunswick arrived at its decision in upholding its cancellation policy
Yours in safety,
***
President & CEO
Initial Consumer Rebuttal /* (3000, 10, 2017/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response ***It is nice to hear from youIn response to your comment about myself not asking to speak with anyone in management, I apologize but that is incorrectI had actually asked to speak with the director/someone above *** more than once but was advised that that person was unavailableTo be honest it was hard enough to get a hold of *** as I would call and she would not be available and then I would email her and receive her out of office notice saying she would be out for a certain amount of daysI believe I received that at least twice, maybe timesIn any case, I did make that attempt, thinking that speaking with someone else may be effective and more comprehensive
You are correct in saying that I was aware of the cancellation policyI guess my biggest issue is that after I originally spoke with *** regarding cancelling out of the course, she should have stated right from the beginning that the doctor's notes would not help as I was inside of the daysCan you confirm for me that there would actually be a case where inside the days someone could potentially receive a refund? Most of mine and ***'s conversations were over the phone and I believe this is where a lot of this issue liesAre the phone conversations at your establishment recorded? If that is not the case than there is no way to be sure exactly how everything was worded from ***I can guarantee you that she advised me that even though I was inside the day cancellation policy that a doctor's note would sufficeI would like to think I am very reasonable and would not be going to these measures if I knew that is not what was said
I did have to think on what I would do, take the course or not, but it ultimately was not 100% up to meI had to go by what my doctor and physiotherapist was advising me would be the bestI was really hoping to be able to take this course as I was progressing in my recovery but when it came down to it, as mentioned, some days are good and some are badIt was finally decided that I shouldn't take the course and was advised against it so it was at that point that I cancelled itThe whole point of this hinges on that original conversationIf I wasn't told one thing I would not be here today writing this response to your answer and filing this complaint
The notes I provided you were the notes I gave to my employer to state why I was absent from work, I agree, and that is why I submitted them and asked *** to let me know if they would suffice or notWhen she advised me they weren't good enough, she did not state much more than the simple fact that they didn't clearly note the reason why I was absent for workShe was right, therefore that is why I went back to my doctor and requested something more specificI had to jump through hoops to get this from the doctor as she is in *** and I am in ***I had to sign a form stating that I am who I am and that it was ok to email and/or fax the documents and it isn't usual for someone to request such revealing information about a patientAgain, I was told this would be taken to the director but was never able to speak with them
This whole situation is very unfortunate as it would not have come this far if the whole situation was more clearly laid out and maybe if I was able to speak with you from the very beginningAgain, I would not have taken this to this extent if I was advised right from the beginning that there was nothing I would be able to do in order to receive a refundI believe I was misinformedUnless there are recordings of the phone conversations that *** and I had, it was my complete understanding that if a proper doctor's note was provided that I would receive a full refund, minus the $** fee
Initial Business Response /* (1000, 8, 2017/07/25) */
July 24th,
Dear ***,
Thank you for your interest in Safety Services New Brunswick's motorcycle training programAs a not-for-profit charitable organization with more than years' experience in motorcycle training, we take
great pride in the motorcycle training experience of our students and in this regard have developed fair policies to help us ensure the best customer service possible
In response to your complaint filed with the Revdex.com, I wish to confirm that you were made aware of and provided with an electronic copy of our cancellation policy at the time of your registration for our motorcycle course on Monday, March 13th, at 9:11am
Below is our cancellation policy that you agreed to upon registration, and which you made reference to in your e-mail to *** on June 12th, confirming your awareness and understanding of the policy
"REFUND/RETAKE POLICY:
All refunds are subject to a $** administration feeRefunds for cancellations with less than seven (7) days notice prior to the student's course start date will not be considered
Students may reschedule their course date, with no charge, provided this is done at least seven (7) days prior to the course
There will be a cost for students who wish to retake the course (or retake sessions required to complete the course) subject to course availability and management approval
*Safety Services New Brunswick (SSNB) reserves the right to cancel or change the dates of any program."
You indicated in your complaint that you thought "long and hard" and were previously aware of the cancellation policy yet waited to contact us the day before the course start date (May 24th, 2017) to request the cancellation, which you confirmed as "a couple of days ahead of time" in your complaint
You also indicate that you were advised by *** that you were "inside of the day cancellation policy but that if I had a doctor's note explaining the situation it shouldn't be a problem to receive a full refund of my course fees." As well, you state that you would like a refund "as promised" by *** for your total feesThis is incorrect*** indicated that if a doctor's note was provided, she would be able to consult with the Director of Motorcycle to review your caseBeing very familiar with the policy, having dealt with similar situations before, and not having the authority to approve the refund herself, *** would not have promised a refund at any point
Further, in your email to *** on May 24th, you indicate that you hoped that the notes sufficed for a "refund of the course fee minus the $** fee", yet are now stating that you were told you would receive a refund of your total feesThis is an example of the contradictory information between statements in your complaint, and facts that you have already acknowledged to in writing
Upon receipt and review of your doctor's notes, it was determined that they were not relevant to the current situationThey were referring to your place of employment, and dated over a month prior to the motorcycle course (March/April)You were not you told that "the notes were not sufficient as they didn't clearly state the reason for my absence from work" as you indicate in your complaintRather, it was due to the timing and not being specific to the motorcycle course
You then submitted a note dated June 5th from *** *** stating that you were unable to complete your motorcycle trainingOnce again, you were told that your note and situation would be brought to the Director of Motorcycle Training for review; not that you would "receive a refund without any questions", as you state in your complaint as "the most maddening part"
We do not disagree that the possible existing symptoms resulting from a concussion would result in your decision to not participate in the motorcycle training courseHowever the incident that caused these symptoms and your inability to partake in the motorcycle training took place in March; while you waited until the day before the course (two months later) to inform us of your cancellation and refund requestHad you requested the refund prior to the day cancellation policy, we would have processed the refund without issue
It is unfortunate that you never requested to speak with anyone in management at Safety Services New Brunswick prior to taking the extreme measure of contacting the Revdex.com as your next step in resolving your complaintOur Director of Motorcycle Training (*** ***), or myself (*** ***), President & CEO, would have been more than happy to have further discussion with you in this regard to go over your concerns
I hope that our account of the details in response to your complaint provides clarity to the situation and that you can appreciate how Safety Services New Brunswick arrived at its decision in upholding its cancellation policy
Yours in safety,
***
President & CEO
Initial Consumer Rebuttal /* (3000, 10, 2017/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response ***It is nice to hear from youIn response to your comment about myself not asking to speak with anyone in management, I apologize but that is incorrectI had actually asked to speak with the director/someone above *** more than once but was advised that that person was unavailableTo be honest it was hard enough to get a hold of *** as I would call and she would not be available and then I would email her and receive her out of office notice saying she would be out for a certain amount of daysI believe I received that at least twice, maybe timesIn any case, I did make that attempt, thinking that speaking with someone else may be effective and more comprehensive
You are correct in saying that I was aware of the cancellation policyI guess my biggest issue is that after I originally spoke with *** regarding cancelling out of the course, she should have stated right from the beginning that the doctor's notes would not help as I was inside of the daysCan you confirm for me that there would actually be a case where inside the days someone could potentially receive a refund? Most of mine and ***'s conversations were over the phone and I believe this is where a lot of this issue liesAre the phone conversations at your establishment recorded? If that is not the case than there is no way to be sure exactly how everything was worded from ***I can guarantee you that she advised me that even though I was inside the day cancellation policy that a doctor's note would sufficeI would like to think I am very reasonable and would not be going to these measures if I knew that is not what was said
I did have to think on what I would do, take the course or not, but it ultimately was not 100% up to meI had to go by what my doctor and physiotherapist was advising me would be the bestI was really hoping to be able to take this course as I was progressing in my recovery but when it came down to it, as mentioned, some days are good and some are badIt was finally decided that I shouldn't take the course and was advised against it so it was at that point that I cancelled itThe whole point of this hinges on that original conversationIf I wasn't told one thing I would not be here today writing this response to your answer and filing this complaint
The notes I provided you were the notes I gave to my employer to state why I was absent from work, I agree, and that is why I submitted them and asked *** to let me know if they would suffice or notWhen she advised me they weren't good enough, she did not state much more than the simple fact that they didn't clearly note the reason why I was absent for workShe was right, therefore that is why I went back to my doctor and requested something more specificI had to jump through hoops to get this from the doctor as she is in *** and I am in ***I had to sign a form stating that I am who I am and that it was ok to email and/or fax the documents and it isn't usual for someone to request such revealing information about a patientAgain, I was told this would be taken to the director but was never able to speak with them
This whole situation is very unfortunate as it would not have come this far if the whole situation was more clearly laid out and maybe if I was able to speak with you from the very beginningAgain, I would not have taken this to this extent if I was advised right from the beginning that there was nothing I would be able to do in order to receive a refundI believe I was misinformedUnless there are recordings of the phone conversations that *** and I had, it was my complete understanding that if a proper doctor's note was provided that I would receive a full refund, minus the $** fee