Ida Lee Park

To Whom It May Concern, Notice of complaint ID #[redacted] was received via a letter dated June 6, 2016 by the Town of Leesburg, Department of Parks and Recreation.  Details of the complaint identified that a program refund had not been issued; the customer feels that they provided ample...

notice in requesting the refund; and the department did not follow its published refund policy regarding this matter.The published refund policy states: “For refunds submitted less than 14 calendar days prior to the day the program begins, there is a 50% penalty ($100 max) per program.”After researching this specific transaction, it was learned that the customer had registered for a tennis program scheduled to begin on 5/11/16 at a cost of $168.  On 5/1/16 the customer completed, signed, and submitted a refund a request form (attached) which was initialed by a desk clerk, and then forwarded to the Tennis Supervisor for processing.  The Tennis Supervisor noticed that the request for refund was submitted less than “14 calendar days prior” to the start of the program, which would have resulted in a 50% ($84) penalty.  The Tennis Supervisor attempted to contact the customer on 5/2, 5/9, and 5/16 (see call notes on attached refund request) to discuss reasons for the refund further.  The Tennis Supervisor can override the written refund policy based on things such as injury, illness, etc.  To date there has been no return call from the customer.  The Tennis Supervisor will continue to try and make contact with the customer to determine if a full refund is warranted.Should you have additional questions regarding this matter please feel free to contact me.Rich W[redacted]Town of LeesburgDirector, Parks & Recreation###-###-####