Brainy Academy

This customer signed up to attend classes with her child for a period of six monthsAfter the first month we had a staffing change and assigned this customer a different teacherWe assigned the teacher in the same time slot as the time slot she had before as she had indicated to us this is most
convenient for herThe customer cancelled the first two sessions she was supposed to attend (giving the required hour notice)After that she stopped attending or cancellingStaff called the customer before every session to remind her, however when she picked up the phone she told staff she wants her contract cancelled and requested to speak with the ownerStaff advised her that contract can not be cancelled and that staff handles all matters in the officeAt this point she disputed the charge with her credit card company, and on the dispute she put as her reasoning: "I want the contract cancelled." She did not wish to pay for the multiple scheduled sessions that she did not show up for nor for the duration of the contractThe crux of her complaint seems to be that the owner did not contact her, however the owner is not involved in day to day operations of the center and does not normally deal with contract issues, those are handled by staffBefore passing the customer to collections agency we called her again to advise her and to work out a solutionHer response was: "Pass me to collections agency, my credit card will take care of it."

This customer signed up to attend classes with her child for a period of six months. After the first month we had a staffing change and assigned this customer a different teacher. We assigned the...

teacher in the same time slot as the time slot she had before as she had indicated to us this is most convenient for her. The customer cancelled the first two sessions she was supposed to attend (giving the required 2 hour notice). After that she stopped attending or cancelling. Staff called the customer before every session to remind her, however when she picked up the phone she told staff she wants her contract cancelled and requested to speak with the owner. Staff advised her that contract can not be cancelled and that staff handles all matters in the office. At this point she disputed the charge with her credit card company, and on the dispute she put as her reasoning: "I want the contract cancelled." She did not wish to pay for the multiple scheduled sessions that she did not show up for nor for the duration of the contract. The crux of her complaint seems to be that the owner did not contact her, however the owner is not involved in day to day operations of the center and does not normally deal with contract issues, those are handled by staff. Before passing the customer to collections agency we called her again to advise her and to work out a solution. Her response was: "Pass me to collections agency, my credit card will take care of it."