Carlos Oliveira Soccer Academy

Review: Our son was enrolled in the soccer camp during the summer. In late August, when the location was changed his Dad and I became increasing more concerned about the lack of security and professionalism of the staff. His father had related a concern the week prior at dropping him off at [redacted] and noticing the coaches were not watching the kids.The last week of August, I went to pick my son up from camp. There was no formal process to double check the parent or guardian. Additionally, my child's name was checked off a list as a sign-out process. The staff members who were engrossed in a conversation just took his name only. As a physician, who takes care of minors, it was easy to see how there lapses could lead to safety and security breaches. I contacted [redacted] of my concern of the lack of security and professionalism. On September *, I was ensured a refund for 2 days would be sent to my address. I still not received a refund. It is apparent from the lack of professionalism from the founder is the culture of the academy. [redacted] non-response demonstrates a lack of integrity and more importantly unconcern for children's safety. As a result, I would not recommend this soccer academy for any parents with children.Desired Settlement: I would like to receive refund for the days unused, a total of 2 days.

Business

Response:

Dear [redacted],

Thanks for your contact and I hope to be able to explain the accusations by [redacted] against [redacted])

Our soccer academy has been in business for the past 14 years in New York City at the same location for the summer time, also offer soccer programs on spring, fall and winter in different parts and locations in the city for kids ages starting from 2. 1/2 years old to 15 years old. Our founder and owner [redacted], an ex Brazilian professional soccer player and also a professional soccer coach with experiences abroad in countries like Brazil, Bolivia, Japan, Mexico, USA and Finland, with all that said, we trust and know the owner and founder of [redacted] is very much capable and qualified to deal with such work in different levels of soccer from developing kids to coaching professional players, he has proved it along the years here in the US, the academy went from summer programs to year round programs offered to NYC families.

[redacted] has been in business for a long time expending every year because it's philosophy and good care that the academy always have with our players and families involved with us for so long. Our first concern always is the security to make sure our players are in a save environment from the time parents leave them in the morning till the time they go home by the end of the camp day.

After all these years providing soccer camps with an average of 75-90 kids per week, about ten thousand children have joyed our programs from the past till now, every summer we host our programs without EVER having problems with security or another problems like it, this complain by [redacted] it's very unusable to all of us at the academy, parents always leave good testimonies about [redacted] on our communication bridges like, Website site as well Facebook to anyone that wants to check it before signing to our programs. Incidents always happens in the field, injuries and minor things related to the sport kids are exposed when playing, but never any of our players were lost, left by themselves in any circumstances or unassisted in any shape or form under our supervision.

[redacted] complaining and reasons she have pointed out on her statement has no foundation, the concern she had and what she is accusing us for just came to our attention after they were at camp for one completed week and 3 more days on the 2nd week she signed for, we believe, if there are any problems or concerns from parents, they will contact us at the field or asap regards anything and or pulling their kids out from the camp right way, we always are there to better assist them and the children if there any concerns. She decided to leave our camp without any further notice, her decision to drop the remanning 2 days on the 2nd week they signed for and not even letting us know of such decision and the reasons for it was totally wrong in our point of view, and if she had talk to one of our coaching staff regards it, in this case our camp manager, we strongly believe this case or her concern was going to be resolved.

Our coaching staff at time of camp dismissal is focus on checking the kids out and how they are going home and with who, if any coach is on the phone as she stated, it is most likely another parent with questions or arrangements related to our camp is calling, our internal rules are that our coaching staff can only be allowed to talk on their own phones after the camp is over and all kids are gone, parents must way one second to be checkout with our staff if its needed and if there is people ahead of them doing the same thing, our coaches are always by the gates and exits to make sure they are going home with all they need and also with their guardians, we really trust on our coaching staff and our system of checking out kids never had problems at all, after 13 years I guess it's says all.

[redacted] also stated that she is an physician and takes care of minors, we believe if she is what she saying she is and we know she should be able to detect problems and take a good care of her clients on their consultations, we are not physicians but we also take a very good care of our kids on the field all the time. I guess at some point they trust us for at list 8 out of 10 days using our services, that was never any complains about anything before her decision to not return to the camp, when parents come to us with any problems during camp, we are very happy to check what it is and fix it asap, NO child EVER were in any danger under our supervision at all, NEVER were any problems with a non authorized person from our fields taking kids or problems related to it, if so we strongly believe that B.B.B. would know our academy by now with another complains like this.

[redacted] used 80% from the total of two weeks camp she purchased, on our conception it's very strange that if, that was such concern and problems that we are been accused of they would stay there for that long ?? how anyone would leave their child for one week at the camp and for another 3 days on the fallow week with such concerns ? how long it takes to some one like a professional physician like she is to detect such problem when her own child was there for 8 days before ? they were there for 8 days strait, every day for six hours and she could not see anything wrong before all that time and won't tell us anything about it before the eight day ?

[redacted]'s son was enrolled on our summer soccer program for the total of two full weeks, from Monday to Friday 9 am - 2:45 pm with our newer Summer Program Partner, the Riverside Park Conservancy where the online summer applications can be submitted and paid for it as well, in case the applications are done on the field site, parents fill out the application and pay for with check, money order, credit card or cash to RPC.

Refund policy is for clients that, won't use the camp at all after they signed for it and pay. In case they will not be able to participate at all refund will be issued. Parents can also use the paid week(s) or day(s) on different dates if, they request to make those week(s) or day(s) for the same program, in this case summer. In case they decide to cancel for any reasons like been sick, injuries, last minute trips or reasons like it after using up to 50% or more, we only credit clients and let them to make up those days missed to be used on the same season program. In cases parents won't want to participate and used more then 50% and also can't make up it, we hold the rights to make the refund decision based on case by case depending what the situation may be. In case of a full refund, administration fees services are applied like any other business would charge. [redacted] has to communicate RPC of a such requests in order to get refunds send to the client, if it applies. Our job is to provide the soccer program as we always did, this year we have a new contract agreement with the RPC which pay for our services, all issues regards money, refund, camps supplies and all financial requests [redacted] has to communicate it to them in case of payments and other expenses.

[redacted] is looking forward to take care this matter in the best way it is possible, but we must state for the record that, [redacted] is very disappointed by the fact some one have accused us of negligence with a such poor judgment about our program, knowledge of what we do has fallow us wherever we go, [redacted] will not take any insults from anyone about our programs and our coaching staff. We will analyze this situation of been accused this way and we maybe take actions against the complainer for this matter based on defamation and more.

We are in this business for to long and we have enough prove of been well know in NYC by parents and players due to our professionalism and a very successful secure soccer academies here in New York City.

Sincerely,

[redacted] coaching staff.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] 1. Notice of withdrawal due to security concern on day of the event. I contacted the soccer camp immediately via email. I expressed my concerns at that time. I exchanged emails with [redacted] regarding the withdrawal on the day prior to withdrawal (the day of the event) and gave the reasons why. The claim there was no notice of withdrawal is incorrect. I have the emails with supporting my notice of withdrawal.

2. Refund: [redacted] promised to refund the unused days. He asked for my home address which I forwarded. I have emails to support my claim. Thus the claim that it is their discretion to decide on refund goes against the initial promise from [redacted] to refund my money.

3. Dismissal by staff: On the day of the event, the check-out was performed by two young women conversing, not on the two who were on the phone. These ladies did not have a list to reference the child or parent/guardian picking up the child. Hence, the claim staff were on the phone and consulting with parents does not apply to my situation. Those young women were not engaged in the dismissal process for my child.

Let me know if the corresponding emails will be needed for evidence. It is clear this case was not completely investigated from the correct sources. The response is a general rebuttal to maintain their reputation. My only interest at the time was to bring to light an event of concern that occurred. I hoped then the Soccer Academy would have investigated and provided follow-up and feedback.

I only ask for what I was promised in the emails from [redacted] in August 2013. To not acknowledge, sufficiently investigate and fully address the event is a shame.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]s son was part of our summer program last summer. She complains that our program was not safe for her son to be part of it after using 8 days out of 10 she purchased for the camp. Only this past summer we had over 800 kids joying our programs, parents were always comfortable with our system and security on our camp, "WE" never had any problems like the complainant is accusing us of with any child in the past 14 years of existence.

Our clients agree with our polices, cancelation and refunds before bringing their children to our camp. Cancellation/Refund Policy like you will see bellow :

"My name below indicates that I understand that full payment is due 10 days after registering or by December **, 2012 whichever comes first. Campers will not be allowed to attend the program unless full payment is made or a flexible payment plan was previously arranged. Failure to submit a payment within that time will cause my child's spot to be released to other families. Payment is fully refundable until January *, 2013 due to cancellation or dissatisfaction minus any attended class, no refunds will be given. In addition, no refunds will be given due to camper's absence, lateness, or expulsion from the program. I understand that admission to [redacted] is based solely on availability"

I agree to the terms and conditions above:

NAME*

We analyze all situations, even if we have our polices and parents agree with it when signing their kids to the camp, even then if there is problems regards cancelations or other issues, we always try take care our clients and families to better assist them, in this case besides the refund she is complaining about, there is an accusation from her that it is not real and has no BASES to be accusing us of. We won't have clients like this, and even if she says, she won't recommend our business to anyone with kids, I really won't think it will affect us at all based on the hight number of clients we accumulated years after years but, I guess in the end we are expose to some like this, after all these years, this is the first ever complain to take this far after 14 years of business.