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 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 registrationShortly 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 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/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***, 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 $and that payments were due as we were already 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***, but did receive an online registration on January (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 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 “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 $(See EXHIBIT D- receipt) This amount included $in tuition and a $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 $ 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 for “monthly” tuition selected upon registering [redacted] for dance Since Option 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/of the full amount of tuition paid by Mr [redacted] in the amount of $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 $for installments of tuition (one due at time of registration and installment 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/(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 ***I assumed he had the informationI 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 $(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 $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 personallyI 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 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/ After refund of $issued on 1/29, Mr [redacted] has paid out of pocket, $in tuition and $non-refundable costume deposit for a total paid of $(See EXHIBIT M- Refund Receipt sent to Mr [redacted] and Ms [redacted] on 2/5/18) Our one class drop in fee rate is $for the class attended by [redacted] on 1/ On Monday, February 5th, we issued two refunds back to the original credit card Refunded amounts were $for our non-refundable costume deposit and $tuition ($tuition less the $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 fullTo 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
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 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 registrationShortly 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 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/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***, 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 $and that payments were due as we were already 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***, but did receive an online registration on January (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 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 “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 $(See EXHIBIT D- receipt) This amount included $in tuition and a $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 $ 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 for “monthly” tuition selected upon registering [redacted] for dance Since Option 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/of the full amount of tuition paid by Mr [redacted] in the amount of $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 $for installments of tuition (one due at time of registration and installment 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/(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 ***I assumed he had the informationI 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 $(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 $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 personallyI 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 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/ After refund of $issued on 1/29, Mr [redacted] has paid out of pocket, $in tuition and $non-refundable costume deposit for a total paid of $(See EXHIBIT M- Refund Receipt sent to Mr [redacted] and Ms [redacted] on 2/5/18) Our one class drop in fee rate is $for the class attended by [redacted] on 1/ On Monday, February 5th, we issued two refunds back to the original credit card Refunded amounts were $for our non-refundable costume deposit and $tuition ($tuition less the $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 fullTo 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