Divine Movement Dance

Hello there,I'm writing to respond to the above complaint We are so sorry that our late arrival policy was does not gel with this studentMany fitness studios have strict late arrival policies for safety reasonsOurs is clearly stated and noted studio software correspondence and is also noted by teachers in classWe have found that students who arrive late disrupt those who do arrive on time, and can result in bodies not being properly warmed up to participate in class in a safe mannerI know she is stating that she was only seconds late, but our policy is to not allow admittance after class beginsRegarding her request for a refund...she paid for the class in question with a free (comped) class that was provided to her on a prior dateWe cannot refund it as she did not pay for the class If she had paid for the class, we would have gladly refunded the cost to herIn response to her comment about the cleanliness of our studioOur studio is cleaned each day by cleaning staffFloors are swept and mopped, bathrooms are cleaned, and other things are deep cleaned on a regular scheduleOur building is an old warehouse building and it is very dusty and difficult to keep clean, which is why we are diligent and work very heard to maintain itMuch of this was explained directly to her, and I have emailed her again todayPlease let me know if there are any additional questions associated with this unnecessary complaintI'm happy to provide any information necessaryRegards,Jennifer P [redacted] OwnerDivine Movement Dance310-292-

Complaint: ***
I am rejecting this response because:I felt we had reached an understanding on which issues were most pressing and come to a mutually respectful agreement on what transpired that was okay and what was notI do not need a refund, but I do hope the staff are trained better in customer service as physically blocking a student from entering an open door to an open class and then claiming she was late is pure harassmentI'm confused as I thought we reached this agreement yesterday, but this message seems to contradict said agreement and understanding while also rudely belittling my complaintI'm sorry to see that divine is once again choosing to forget basic common courtesy and customer serviceI hope they improve soon as I did enjoy my time here and think they have something wonderful to offer the community, but until their customer service becomes consistent that will unfortunately remain muddled.
Sincerely,
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Hello there,I'm writing to respond to the above complaint.  We are so sorry that our late arrival policy was does not gel with this student. Many fitness studios have strict late arrival policies for safety reasons. Ours is clearly stated and noted studio software correspondence and is also...

noted by teachers in class. We have found that students who arrive late disrupt those who do arrive on time, and can result in bodies not being properly warmed up to participate in class in a safe manner. I know she is stating that she was only 60 seconds late, but our policy is to not allow admittance after class begins. Regarding her request for a refund...she paid for the class in question with a free (comped) class that was provided to her on a prior date. We cannot refund it as she did not pay for the class.  If she had paid for the class, we would have gladly refunded the cost to her. In response to her comment about the cleanliness of our studio. Our studio is cleaned each day by cleaning staff. Floors are swept and mopped, bathrooms are cleaned, and other things are deep cleaned on a regular schedule. Our building is an old warehouse building and it is very dusty and difficult to keep clean, which is why we are diligent and work very heard to maintain it. Much of this was explained directly to her, and I have emailed her again today. Please let me know if there are any additional questions associated with this unnecessary complaint. I'm happy to provide any information necessary. Regards,Jennifer P[redacted]OwnerDivine Movement Dance310-292-9128