GolfTec Easton

*** *** participated in an open house GolfTEC held February During the open house *** received a free Swing Consultation to highlight the areas of his swing that he could improve. Following that session *** agreed that he had some work to do and signed up for our month
plan. We have volume based pricing so because he agreed to lessons over months he was awarded a discount over the rate. A contract (see attached) was signed in which he agreed to pay $over the next months which included the discount. A lesson schedule over that month period was then agreed upon
*** showed up to the first few appointments, but then began ignoring the appointment email reminders and stopped showing up. *** ***, his GolfTEC coach, sent him a few personal emails to check and see if *** was okay. Those emails were also ignored. On July *** went on to his personal GolfTEC website and cancelled the remaining lessons that he had scheduled. Another email was sent to *** to see if everything was ok and when he wanted to re-schedule. *** responded by email on 7/13/with
“I just haven't had the time this year I was hoping to, to work on my swing. As a result, the swing changes, though I agree are changes I need to make when I have time to work on them (emphasis added), have made golf unenjoyable. I have been slowly trying to get back to a useable swing. But, I don't think that further lessons are a good thing for my game at this point. I know that I have been continually charged, can any unused lessons be refunded? Or at minimum, converted to store credit?”
We attempted to work with *** offering to extend the lessons past their expiration date and into the fall when he may have more timeThis seemed like a reasonable solution as *** agreed that he needed to make the changes, but had not had time to practice. Store credit would have been an option, but *** was looking for a credit to Golfsmith. GolfTEC is collocated inside Golfsmith, but has not other affiliation or common business systems so a Golfsmith store credit is not possible. Also *** was outside our day refund policy as stated in his signed contract. This was communicated to him in an email sent on 7/14/as follows
“***,
I am sorry to hear that it was difficult to find the time for the lessons this year. I also understand how difficult some of the changes can be to make during the season when we don't have time to practice
With the remaining lessons, I can work with you on the expiration date and we could look at getting back together this fall/winter. We are outside refund time periodAs far as store credit, we are a completely separate company from Golfsmith, so the credit would only be good for services as GolfTEC
I have really enjoyed working with you and with the right time and commitment I know we can get your game to the next level. Give it some thought and let me know how you want to proceed.”
*** was not happy with this resolution and viewed his displeasure through another email. GolfTEC then sent an email suggesting a phone call may be more appropriate to come to an agreement
7/email
“***,
I completely understand your frustration. When is a good time I could give you a call and discuss further?”
*** did not respond to this email for weeks (during which another payment was withdrawn per the contract). When *** responded on 7/29/he indicated that he would rather not talk over the phone, but keep communication in email
7/Email
***
I apologize that I have been busy and let slip. Though I just saw another charge on my card. I would much prefer to keep this conversation in writing than over the phone. I would appreciate it if you would arrange a fair settlement. We are discussing quite a large amount of money that I have paid for a service that is unsatisfactory to me and have only used a fraction of it. If we can’t come up with an agreement, I will need to dispute the charges with American Express, contact the Revdex.com, Golf Tec and I assume Golfsmith would like to be informed as well
Thanks,
***
Then we sent the following email on 7/
“***,
Thank you for reaching back out I was hoping to be able to talk to you over the phone or in personI felt like the relationship established warranted that
After your previous email I reached out to our corporate office and our owner to figure out what I may be able to do for youThey reviewed the contract that you signed when we got started and allowed me the option to suspend any further payments after we talked over the phone. I was a little surprised as they usually do not allow me that option in most cases with a signed contract we must fulfill the completion of the contract once it is outside of the first daysUnfortunately another payment has come out while I was waiting for you to get back to meAt this point, I can suspend any future payments going forward
I also apologize as I did not realize that the service was unsatisfactory to youIn a previous email you mentioned that you knew you needed to make the changes you just do not have the time to work on it right nowThat is why I suggested possibly delaying the program so you had more timeI feel like a lot of the confusion in these emails could've been avoided had we spoken about your frustration sooner
I really did enjoy working with you and would love the opportunity to help you with your game if you ever change your mind. I can keep your account active for the next months in the slight chance you do change your mind and decide to use the services that you have paid for. I can even make arrangements with another coach or another center if you feel the issues were with me.”
And *** responded with this email on 7/
“I don’t have a problem with you or the lessons, just the results. That is a lot of money to pay to have my game get so much worse. I really just didn’t want to throw good money after bad. The fact that Golf Tec has such a horrible policy is something that I will make sure that every golfer in Columbus knows. In the mean time I will try to get the unused portion of my lessons back through American Express. I am horribly disappointed with the unscrupulous practices of Golf Tec.”
GolfTEC has suspended the last payment despite our contractual right to bill it. *** signed a contract in which the refund policy is stated. *** stated his inability to get better was due mainly to his lack of time and commitment. He also acknowledged he needed to make changes to improve his swing. He was not pressured or coerced in any way to sign the contract and purchase the lessons
The GolfTEC coach accommodated him fully and made every effort both to maintain the schedule in his best interest and communicate with him when he stopped coming to his lessons. The coach has also made every effort to resolve this situation fairly