Adventure Ski Schools Inc

Hi,
rgba(255, 255, 255, 0);">As you noted when I called your office, this is the first Revdex.com complaint in over 35 years since we have been in business since 1977. There are so many mistruths in her complaint that I don't know where to start. First of all her husband [redacted], is the one who called and that I spoke with when he made the appointments with us. I clearly explained to him that we would only put a four-year-old on our moving carpet after they had a first lesson as a beginner on the nonmoving carpet. He scheduled two appointments for his four-year-old daughter [redacted] and one for his 6 year old daughter [redacted], and was instructed to arrive 15 minutes before the 4 year olds 11:00am lesson started to fill out registration forms, take care of payment in personal check or cash, and have their ski boots on before the lesson starts at 11am. The husband and girls arrived at 11:10am, well after all the other 11am students private lessons had started, and [redacted]'s instructor quickly greeted them and without even requesting payment beforethe lesson as is normal, helped put their ski boots on their 4 year old and started to teach her.  The Mom, who I think went shopping in the nearby store, wasn't even there to see the incredible customer service we provided, and how we jumped to accommodate their late arrival and do the best we could in the remaining time they had reserved by appointment.  In fact the Mom was not even there the entire time her daughters were in the lessons.  I never met or spoke with [redacted] until the end of her daughters second lesson when she came out of the store to pay.  She came out of the store at the end when her husband phoned her, as he said she was the one to make the payment. That's when she started to complain to me that she didn't feel she should have to pay for the first lesson, and in front of other customers started speaking impolitely to me and asking me for my name and if I was the owner and telling me she was going to tell people how bad we are.  I tried to politely discuss things with her and explain how everything works, which I had already explained in great detail to her husband in a 20 minute telephone call before he gave his credit card number as a reservation guarantee and then scheduled these appointments, but she didn't really want to hear what I had to say and left angry, as her husband kept saying "it's all right, it's all right".  She never even thanked her daughter's instructor, a PSIA certified children's specialist, for staying bent over backwards holding onto the ski tips of her little four-year-old for the entire time of both lessons.
Last but not least, her comment about requiring payment in cash only is also not true.  Please see below copied from our website and also explained to all customers in advance on the telephone and in person, along with yellow signs on our payment desk, that our policy is to accept payment in personal check or cash, which helps us to avoid paying credit card fees and not have to raise our prices.  I am sorry if she thinks we are a dirty business because we don't accept credit cards.  
PLEASE SEE BELOW COPIED FROM OUR WEBSITE:
After receiving your Visa and Master Card information by e-mail or telephone, we will schedule your appointment via telephone. We must speak with you to confirm your initial appointment. We DO NOT process the charge to your card unless you do not keep your appointment, OR if you cancel with less than 48 hours notice. The actual payment will be made upon your arrival (20 minutes early) on the day of your appointment by your choice of either cash or check. We do not accept credit or debit cards because of the 3 to 5% fee they charge us. This helps us to avoid raising our fees. Thank you for understanding.
I hope this clarifies the situation and explains our side of things. It's a shame that they arrived late, but even more a shame that they don't accept responsibility for their actions, but instead feel the need to complain publicly and make false accusations about us. I feel they owe me an apology for their misunderstandings, plus the one hour of time I had to spend writing this reply instead of running my business.  If you really want to get an idea of the great customer service and quality of our instruction that we have provided San Diego County for over 35 years, please take a look at some of our guestbook comments on our website, www.adventureski.com. Thank you.

Review: add on to complaint: customer service issue as wellI took my 4yo and 6yo daughter on sunday for the first time for private lesson. THey staretd with my 4 yo daughter and going over some basics with her, getting her boots, forms and etc ready. Then my 6 yo joined her and they both did the lesson together on the running carpet. After finishing the lesson, [redacted] (the manger/OWNER) said that you guys need to pay for TWO lessons for my younger daughter (instead off ONE) and one lesson for my older daughter!!!!! $70/per lesson, total $210. Cash only!!!! Me and my husband both were shock that we need to pay for 2 lessons for my younger daughter. why??? The time that you guys were talking to her and amking her ready to go to the carpet, was part of the lessons!!! It was unbelivable!! HE was VERY VERY RUDE, very unprofessinal!! I'm taking my kids to diffrernt classes: ballet, gymnastics, swimming, soccor. I ahve never seen it like this. They have gone to actual skiing twice as well. I was trying to explain to him but he would not listen. I did not want to argue infront of my kids and other people, so I paid him $210 cash and left. I never felt this way in my life!! Also, what kind of business is that?? only cash, no reciept?? someone needs to report him to uncle SAM!! Dirty business!!Desired Settlement: I only should have been chrged for one lesson for my yonger daughter, and one lesson for my older daughter!! $140 total I would like to get refundfor $70 extra that I paid. That was totally rip off. Not to mention, It was such a useless and unprofessinal class. Thank You![redacted] I would like my personal information be private and annonymous on your website pleaase[redacted]

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