Dance Premier, Inc.

I attempted to gain registration, class and billing information from this school multiple times over the phoneWhen someone would take my call, they would not furnish me with accurate or complete class and billing details and re-directed me to their websiteOn their website, there was no obvious class to select for my daughterWhen I selected the one that most closely matched her previous class, I received a confirmation that the class had been requestedAt no point was I asked for credit card informationAt no point did the website mention I was being billed
I was billed for an entire class in the amount of $When I contacted the school they said they would refund the the full amount and only charge for two months, of $186.00, and then start charging a monthly amount of $After checking the next day, the $charges promoted from 'pending' to fully 'posted'There was no refund and a total of $was billed to the cardAfter checking with the bank, and v

Complaint: ***
I am rejecting this response because: Dance Premier billed me in full after offering paymentsThe previous semester we made payments of $When I signed up for the second class, their software didn't offer any information at all about prices or paymentsIt simply had a single page with ALL of the classes for everyone, forcing me to GUESS which class was needed for ***I made the determination based on class date and teacher nameEven the ages for the class were 9-and *** is so, I had no idea if this was correct or not. After Dance Premier billed me in full, I notified the admin e-mail address of their mistakeShe said she cancelled the then PENDING charge of $424.00, but DID NOT, and then charged another $186.00. So in total I've been charged: $424.00; $= $610.00, refunded: $374.00, still owed $236.00I use lots of "F" words all the timeI few that come to mind in this conversation are financial, fiasco, frustratingNone of those are expletives, no expletives were used on the phone with Dance Premier. Send a refund of $to Key Bank PROMPTLY

Response #2 of Dance Premier At no time did Dance Premier “offer” monthly payments—we merely explained tuition options that are available to all customers of the studio by email on January 22nd.  (See Dance Premier original response EXHIBIT B- emails to Mr. [redacted]) Also, we explained that the monthly tuition option had ended on Jan. 21st, but since the date of the inquiry was just the very next day, as a goodwill gesture, we said we would still allow [redacted] to continue with the monthly option.  It is unfortunate that Mr. [redacted] never replied to the email confirming that he would be registering [redacted] and wanted the monthly tuition option.  Instead, it was nearly a week later before [redacted] was enrolled and the “IN FULL” tuition option was chosen.  During this time lapse, many registrations had been processed and honestly, it was up to Mr. [redacted] to select the correct option for tuition payment just like any other dance family, and not up to Dance Premier to question his choice upon registering.  Upon logging onto our website to begin the registration process, Mr. [redacted] would have gone to our “Registrations and Schedules” link on our website:  [redacted] See Dance Premier, EXHIBIT N This page on our website, includes all information about registration, including rates for our Winter/Spring Session and explains the payment options given to all families. See Dance Premier, EXHIBIT O Mr. [redacted] today brings up the difference in the tuition calculation between Fall and Winter/Spring.  It is worth mentioning that the increase of $5 for “monthly” payments is for the increase in the length of the dance session, not an increase in our rates.  Fall session was 15 weeks long and our current session is 20 weeks long.  Many emails had gone out to all parents of our existing and returning students explaining these fees.  Again, Mr. [redacted] is not listed on Ms. [redacted]’s account as a parent, guardian or even an emergency contact, so did not receive any of the existing student re-registration information. From the time of Mr. [redacted]’s original complaint with the Revdex.com to his response today, he obviously received his first refund issued by Dance Premier on 1/29.  Yet at no time did Mr. [redacted] email the studio to confirm that he received his refund of $374, nor updated his complaint.  Now, he continues to complain to the Revdex.com that Dance Premier did not issue additional refunds to his card which were processed on our end on Monday, 2/5 despite no “formal request” (as is studio policy) from Mr. [redacted] or Ms. [redacted] to formally withdraw [redacted] from the studio.  As requested in email dated 1/31 to Mr. [redacted] from Dance Premier, we kindly asked Mr. [redacted] to please check with his bank to see how long it normally takes for refunds to appear back on their credit card.  Mr. [redacted] never responded to this request. Mr. [redacted] also states in his latest response as follows: “After Dance Premier billed me in full, I notified the admin e-mail address of their mistake. She said she cancelled the then PENDING charge of $424.00, but DID NOT, and then charged another $186.00.”  At no time, did Dance Premier state that we “cancelled a pending charge” of $424.00.  In fact, Dance Premier told Mr. [redacted] repeatedly that we issued a refund back to his original credit card of $374 (less the required costume deposit).  We also explained to Mr. [redacted] that we further charged his card the as-requested monthly tuition option (which at that point, there were two payments due of $93 each) and emailed him a receipt of the refund AND the payment.  From our end, batches/charges/refunds are finalized at the time of processing.  We do not have the option to “cancel” charges made, but can issue refunds back to the issuing card.  Also, Dance Premier, disputes Mr. [redacted] calling the original charge of tuition “in full” as a “mistake” on the part of Dance Premier.  Mr. [redacted] neglected to use the drop down menu to change his registration billing option from “IN FULL” to “monthly” or even “1/2 and 1/2”.  Dance Premier processed the registration as submitted by Mr. [redacted] and when he alerted us to his problem with the tuition processing, we did everything possible to rectify this by issuing an immediate refund and re-processing his registration with monthly tuition payments per his request. See Dance Premier, EXHIBIT K Any search on the internet shows you that refunds back to debit cards can vary in processing time due to merchant time to issue and the banks involved.  Dance Premier did its due diligence by processing all refunds requested of them immediately upon hearing from Mr. [redacted] and did absolutely nothing to delay in processing of said refunds.  See Dance Premier, EXHIBIT P Dance Premier does not want to engage in a “he said/she said” debate with Mr. [redacted], but we stand behind the account of Chelsea H[redacted], Dance Premier’s Office Administrator, who states emphatically that Mr. [redacted] did indeed use expletives in his conversation with her in his first contact with the studio.  This unfortunate use of foul language to register his 15 year old daughter in a dance class was the reason why Dance Premier discontinued any verbal communications with Mr. [redacted]. Dance Premier has given Mr. [redacted] what amounts to a FULL REFUND back to his credit/debit card less a $20 charge for the one 1-hour class that [redacted] attended on 1/29 (See Drop in Fee rate from rate sheet- EXHIBIT O).  Thank you for allowing us the opportunity to respond to this complaint.

Response of Ann [redacted], Business Manager, Dance Premier, INC On Monday January 22, 2018, we received an email from [redacted] saying this was his “fourth attempt” to contact Dance Premier.  As Business Manager of Dance Premier, I checked with our Office Administrator- Chelsea H[redacted]...

(“DP Admin-Chelsea”), to see if we had any messages left by Mr. [redacted].   She confirmed my findings that there had been no messages left at Dance Premier from Mr. [redacted] either by email, phone call to the studio or in person during office hours despite his statement that he had made 4 attempts to contact us.  As DP Admin-Chelsea was working the office on Monday, I asked her to please call Mr. [redacted] back and help him with registration. Shortly thereafter, I received a text from DP Admin-Chelsea alerting me to the fact that the phone call with Mr. [redacted] had not been a pleasant one.  He was extremely unhappy with the fact that our registration for dance classes is done online and in expressing his opinion of our enrollment process, he used expletives including use of the “F” word.  Once I heard about the conversation from DP Admin-Chelsea, as her manager, I instructed her to cut off further phone conversations with Mr. [redacted] and I would then take over contact with him directly by email.  DP Admin-Chelsea has worked in the office for Dance Premier for less than 6 months and was shaken by the unpleasantness of her interaction with him.  Upon looking up the account under the name “[redacted]”, I realized we did not have an existing parent account under that name.  I then pieced together that we did have an existing student account for [redacted], but the account was under the name “[redacted]”.  Upon closer look, I realized that Mr. [redacted] was not listed as a 2nd parent on the account and was not listed as an emergency contact.  Despite Mr. [redacted]’s claim to the Revdex.com stating that he is listed as a parent for [redacted], he is not.  Please see EXHIBIT: A-DanceWorks account information of [redacted] for [redacted] (student).  To the contrary, the mother, [redacted], did not list [redacted] anywhere on her account in our registration software, DanceWorks.  As is our policy in the office, we do not discuss our accounts or students with anyone not listed as a parent or guardian in the DanceWorks system due to privacy issues.  See EXHIBIT B- Emails from Ann [redacted] to [redacted] 1/22/18 In my email response to Mr. [redacted] (“cc” to [redacted]), I explained that I would need to include Ms. [redacted] on all communications and the reason why.  Also, in my email, I explained the online registration process, but seeing that Mr. [redacted] may not have access to [redacted]’s account, I suggested he open his own account.  I also suggested Ms. [redacted], could log into her existing account, re-register [redacted] and Mr. [redacted] could drop off a check at the office.  Also, I explained to Mr. [redacted] that we do offer a monthly tuition option of $93 and that 2 payments were due as we were already 3 weeks into our session.  NO RESPONSE was received to this email from Mr. [redacted]. We did not hear back from either Mr. [redacted] or Ms. [redacted], but did receive an online registration on January 28 (6 days after the last email) using [redacted]’s account and including a credit card of Mr. [redacted].  Dance Premier offers tuition to be paid in 3 options (monthly, ½ and ½ or IN FULL).  This registration came through requesting the “in full” option.  Please see again EXHIBIT: A-DanceWorks account information of [redacted] for [redacted] (student)   (See EXHIBIT C -Studio Policies) This exhibit is printed straight from our DanceWorks software registration page.  These studio policies are AGREED to by every account at the time of registration.  Explained are the policies for paying tuition option 3 “in full” as was selected when registering [redacted].  As Business Manager for Dance Premier, I handle all registrations personally and upon receiving the request, I processed it promptly for the amount of $424 (See EXHIBIT D- receipt).  This amount included $374 in tuition and a $50 costume deposit collected from all students during winter/spring registration.  As happens to all accounts when a payment or refund is made, a receipt immediately goes out by email to the ACCOUNT HOLDER(s).  Again, the only account holder on this account is [redacted]. (See EXHIBIT E- Email to Ann [redacted] from Mr. [redacted])   Mr. [redacted] emailed me claiming that we made an “unauthorized” charge to his credit card for $424.  He stated that he had wanted tuition to be made in monthly installments “as previously offered to him”—(again, as stated above, Mr. [redacted] never responded to the email where I explained Option 1- monthly tuition).  Nor was Option 1 for “monthly” tuition selected upon registering [redacted] for dance.  Since Option 3 was selected for “IN FULL” tuition, that is how the registration was processed and thus, authorized. (See EXHIBIT F- Email from Ann [redacted] to Mr. [redacted]) I immediately issued a credit card refund on 1/29 of the full amount of tuition paid by Mr. [redacted] in the amount of $374 and sent him a receipt and an email explaining where the mix up in communication happened.  I also did a manual override in the account and switched it over from “Option 3-in full” to “Option 1- monthly”, and charged his card $186 for 2 installments of tuition (one due at time of registration and installment 2 which had been due 1/25).  Please see (EXHIBIT G- receipt)  NOTE: This receipt was forwarded on to Mr. [redacted] by Dance Premier on 1/29. (See EXHIBIT H- Email from [redacted] to Ann [redacted]) After refund receipt had been received by [redacted], I received an email from Ms. [redacted] saying: “Sorry this was partly my fault as I didn't forward any emails to [redacted]. I assumed he had the information. I am so sorry if I assisted in the confusion.  [redacted] enjoys her class there.” (See EXHIBIT I- Email- Daily Credit Card Processing Report from [redacted]) On January 30th, we received our nightly batch report of credit card payments/refunds of the previous day.  This report confirms the refund made to Mr. [redacted] of $374. (See EXHIBIT J- Email from Mr. [redacted]) On January 31st I received another email from Mr. [redacted] informing me that his refund had not been received by his bank and the charge of two months of tuition option (which he had requested) of $186 had also appeared on his account and this charge was also “unauthorized”.  NOTE: Ms. [redacted] was not copied on this email. (See EXHIBIT K- Email from Ann [redacted] in response to Mr. [redacted]’s claims of unauthorized charges) I responded promptly to Mr. [redacted]’s email and attempted to assure him that a refund back to his credit card had been issued.  I urged him to please check with his bank/credit card issuer directly and inquire how long it typically takes for a credit card refund to appear on his account.  I honestly did not know that info to give him and wondered myself why it had not shown on his account, but knew that money had been taken from our bank.  I also let him know that I was copying Ms. [redacted] on the email communication and reminded him I was doing this because she was still the only parent or guardian listed on the account of [redacted]. (See EXHIBIT L- Final email communication from Ann [redacted] to Mr. [redacted]) Several hours after sending the email Exhibit K, I received a phone message from the Dance Premier office letting me know that a message had been left from me from Mr. [redacted] saying it was his “5th attempt to contact” me.  I emailed Mr. [redacted] my final email communication inquiring if his issues had been resolved in our earlier email, or did he have further issues that needed a phone call.  I also explained to Mr. [redacted] that I am currently on leave from working “in” the Dance Premier office and am working from home while I am undergoing treatment for breast cancer.  Normally, the office administrator Chelsea, does handle all the phone calls, but since the original phone conversation with Mr. [redacted] had been upsetting, I was trying to handle all communication with him by email personally. I do not believe my email conversations with Mr. [redacted] at any time were “terse, unprofessional, astonishing or appalling”.  My main goal during this entire process was to get a returning student from Fall session back dancing at Dance Premier.  Despite the fact that re-registration for the new Winter/Spring session had been going on for 2 months, Mr. [redacted] had waited until the 3rd week into the session to re-enroll his daughter and was apparently upset he had to go through the formal enrollment process required of all students.  Please note that [redacted] had been registered for the Fall session without any problems at all with our online registration.  It is unfortunate that Mr. [redacted] used expletives right out of the gate when trying to re-register his daughter for dance, forcing us to discontinue any conversations except those written by email.  Even though his comments were about studio policies and not about any person in general, it was demeaning and upsetting to the Dance Premier office staff.  Despite Mr. [redacted]’s claims that he is owed $610, Dance Premier, flatly denies this claim.  At this point during our existing Winter/Spring session, [redacted] has attended one class on 1/29.  After refund of $374 issued on 1/29, Mr. [redacted] has paid out of pocket, $186 in tuition and $50 non-refundable costume deposit for a total paid of $236. (See EXHIBIT M- Refund Receipt sent to Mr. [redacted] and Ms. [redacted] on 2/5/18) Our one class drop in fee rate is $20 for the class attended by [redacted] on 1/29.  On Monday, February 5th, we issued  two refunds back to the original credit card.  Refunded amounts were $50 for our non-refundable costume deposit and $166 tuition ($186 tuition less the $20 drop in fee for class attended on 1/29/18).  [redacted] has now been withdrawn from her class at Dance Premier for this current Winter/Spring session.

Complaint: [redacted]
I am rejecting this response because:
Dance Premier has now refunded the unauthorized charges in full. To satisfy this compliant they will provide proof that my credit card information is removed from their software as assurance that no further unauthorized charges will present.