Document Solutions, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** And although the amount of time and effort it has taken to resolve this issue is unacceptable, the refund was made on 8/28/15 and this matter can be considered closed
Regards,
*** ***

Family Leisure worked with claimant to satisfy the desired settlement. Family Leisure had a settlement that was satisfactory to claimant that would have resulted in an upgraded pool and installation time-frame. When the time came to obtain a new signed financing agreement for the
upgraded pool the claimant decided to cancel the upgraded pool in its entirety. Family Leisure refunded the full amount of the original pool and picked up the pool with no restocking fee

Our General Manager Ryan R[redacted] spoke with complaint yesterday, 6/30/2016 on the telephone.  We apologized for the product issues and communications issues.  Family Leisure has ordered a replacement top and will install if once it is received, free of charge.  Complaint is happy with...

this resolution.

Initial Business Response /* (1000, 9, 2016/01/18) */
I ([redacted], Owner) was unfortunately not present when the child in question was picked up on the final day, but I did speak to the mother and father over the phone shortly thereafter. At that time we offered to try again with the child...

as we felt that more communication with the parent would have helped the situation and as well help the student with his behavior. At the end of the conversation it was agreed by both parents and [redacted] (Head Instructor) that we would try together for the benefit of the child.
The parents of the child at the end of the conversation seemed to be on board with the resolution and I was was quite shocked to receive an email with the change of attitude. The offer for the child to come back and try again still stands and we hope the parents will reconsider and try again.
MAMBEC will not issue a refund due to the fact that we provided the service the customer paid for and went above and beyond to try and resolve the issue peacefully and to the satisfaction of all concerned.
Initial Consumer Rebuttal /* (3000, 11, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
See my original statement. I asked for an explanation, apology and refund in my phone conversation with [redacted] which was not acknowledged. Again, it was not until I then suggested that I would consider involving Revdex.com that [redacted] even revealed she was on the line and tried to turn the convo into working in my [redacted] best interests. [redacted]
What *WOULD* have been in my [redacted] best interests was communication and respect with him and his parents from months before, which clearly didn't happen - as agreed to by [redacted] in our phone convo. This is the rea[redacted] for the requested refund - MAMBEC did not provide the services advertised as their actions did not even meet the standard of their own mission statement and promises. They have not denied their poor communications and un-rightful dismissal, nor acknowledged my original email with anything more than a one line response[redacted] and is why I opened this complaint.
While I appreciated the call back I did NOT agree to trying again. I said my husband, [redacted] and I would have to give it time and thought and get back to them, which is EXACTLY what we did. My reasons for deciding not to re-enroll him are clearly stated in my email.
Again plain and simple, the advertised service was clearly NOT provided for a very long time - weeks of summer camps where [redacted] said my [redacted] had unacceptable behavior yet failed to communicate this to us and admitted as such in our phone conversation. The refund of two days is by no means an unreasonable request for services not rendered as purchased for a MUCH longer period of time.
[redacted], since you were not present that day and were not the one who witnessed [redacted] so called "bad behaviour" or ordered him dismissed from the program, I request that your partner and co-owner [redacted] deal with this issue from here on in. I am prepared to continue to pursue this matter through other avenues if we can't come to a mutual agreement on resolution here with the Revdex.com.
Thank you[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution...

is satisfactory to me. To whom it may concern: Regarding the above complaint.  I received the email from the Revdex.com that the complaint had been forwarded to the business.  To date I have not received an email stating that the business has responded to my complaint.  As of this date the matter has been RESOLVED.  If you would please confirm that you have received this email.  You may remove my  complaint.  Thank you for your assistance in regard to this matter.  If you should need anything further, please do not hesitate to email me at: [redacted].    [redacted]

On 08/25/2015 Family Leisure of Indianapolis, Inc. refunded $2,673.93 to the original credit card used to place the order on 07/06/2015.  This transaction settled on our end at midnight on 08/25/2015.  Depending on the bank policy of the cardholder, this credit may not appear immediately....

 Most banks state once a credit is received they have as much as 3 to 5 business days to post the transaction.  We cannot control the cardholders policies for credits.  It is a fact that we processed the credit in full on 08/25/2015, per our verbal agreement with [redacted].