Deborah Messinger Dance

Customer is lying about the recital form not stating that costume fees are non-refundable.  I have mom's signature right under the words in bold type - ONCE YOU'VE SIGNED THIS FORM, COSTUMES FOR YOUR CHILD WILL BE ORDERED AND THERE ARE NO REFUNDS.  She has been told that as soon as the...

costumes arrive at the dance studio, we will let her know and she can come pick up the ones for her daughter and do with them as she wishes. 
Also, we gave this customer 2 free classes that were due to her daughter's group (but not to her as they were due to cancellations from a snow storm that happened prior to her daughter having even started at our school).  It is true that the instructor had a mis-communication ONE time and did not show up.  But a make-up lesson for that day was offered and the instructor and I both apologized to this customer directly. All the other parents were understanding. 
 As to the late starting times This customer admitted that a class that was supposed to start at 7:15 didn't start until 7:20. Instructor admitted running late that day.  However, according to the instructor and other parents, that class ran over-time by 5  min to make up for the late start. So were are sorry for any inconveneince that may have caused, but the customers in that class did, in fact, get every class min of instruction that they paid for. 
I have advised customer that I will waive the $50 recital participation fee that she was also supposed to pay based on her signature on the recital form. 
I have tried to bend over backward to satisfy this customer but she has her mind set..........