Ironstone Farm strives for excellence and satisfaction in all interactions with our clientsWe typically provide services to over clients weeklyIn the parent's email dated 7/31/2015, a copy of which is enclosed, concerns she then had (daughter not trotting enough on the horse) appeared to have been resolved and she "sincerely" thanked the farm for services receivedThe confusion, we believe, arises from client's participation in one program then switching to different program and not understanding the differences between the twoWe do try to explain the differences but it appears we did not explain them satisfactorilyIf we had, we believe the client would have understood and this matter would not have risen to this levelThis client's daughter first started her in our program with her Early Intervention CenterIn this program, the Early Intervention center pays the fees due and the client had no financial responsibilityAfter her daughter aged out of Early Intervention ( she turned years of age) she transferred her daughter to our Challenge Unlimited Therapeutic Horseback riding program, a fee for service programThis program is not covered by Early Intervention or InsuranceShe participated in this program from mid July-AugustThe Challange Unlimited program is set up in blocks of therapeutic riding lessons ( or week block) for which payment is due in full at the start of the blockBecause she started mid summer block, she was allowed to pay weekly for the remaining weeksWith several hundred clients weekly, it would be impossible for us to accept weekly payments, from all clients, hence the policy of payment in full at the start of each blockWe tried to accommodate the family's situation as best as we were able to( we are a small non profit organization)Attached is our block calendar which states the payment rates as well as a copy of her completed registration form for early fall block which sets for the rate as well as the cancellation policyAs stated in the complaint the parent had dome misunderstanding about our policies for scheduling and payment that apparently did not arise until the early fall block sessionThe program director tried to explain the policies and differences in each of the programs in person , in what she believed to be friendly conversation in a private area away from the clientsbecause of the misunderstanding of the differences between the programs, the program director agreed to split the payment for early fall blockThe second installment was received after the end of the riding sessionThis Challenge Unlimited program does typically accept/allow weekly paymentsWe realize now that in trying to assist her in the summer by taking weekly payments was a mistake contributing to the misunderstanding and understandably her frustration with usOur Welcome Center is staffed by many volunteers and we will go over payment policies with our volunteersOur cancellation policy is set forth on the registration form that the client completed as well set forth in our information packetWhen registering, clients are asked to list up to two "pre cancels"- days they know they cannot attend as we offer makeups for listed pre cancelsThe client did not list any pre cancelMissed sessions are problematic for our program as staff are hired and volunteers are arrangedNo shows are particularly problematic as there is cost for staff and volunteer assignmentsWhen the client does not show it is a lost session that cannot be replaced be offering it as a make up to someone elseOf the weeks, the client canceled once ahead of time, canceled once the same day, and was a "No Show" twice, meaning she never called to cancel, and participated the other days, because she was new to the program, the program director did offer to work with the client on finding a possible solution to one of the missed sessions, even though that is not the policyThe director did suggest that she call us when she knew she was available to bring her daughter hereBecause we have to hire a staff person to cover additional sessions, bring in volunteers to assist and have a suitable horse available, a client can't just come by anytime for a makeupThe client did not contact the program director to take advantage of that offerIt is our position that for the client to ask for a refund for sessions when the client chose to "No Show" for two of them and cancel same day for one of them is not a fair resolution given our stated policies and reasons for these policiesTo resolve this unfortunate misunderstanding and accommodate the client we will offer her daughter two(2) complimentary on half hour therapeutic riding sessions or we will process a refund for ( the value of two sessions)
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
$Refund for 1/Session Fees is a fair resolution - several attempts were made to resolve this issue with Ironstone Administration prior to filing Revdex.com Complaint Offering services is not acceptable as our child is now enrolled with another provider facility, which is a much better fit
Regards,
*** ***
Ironstone Farm strives for excellence and satisfaction in all interactions with our clients. We typically provide services to over 350 clients weekly. In the parent's email dated 7/31/2015, a copy of which is enclosed, concerns she then had (daughter not trotting enough on the horse) appeared to...
have been resolved and she "sincerely" thanked the farm for services received. The confusion, we believe, arises from client's participation in one program then switching to different program and not understanding the differences between the two. We do try to explain the differences but it appears we did not explain them satisfactorily. If we had, we believe the client would have understood and this matter would not have risen to this level. This client's daughter first started her in our program with her Early Intervention Center. In this program, the Early Intervention center pays the fees due and the client had no financial responsibility. After her daughter aged out of Early Intervention ( she turned 3 years of age) she transferred her daughter to our Challenge Unlimited Therapeutic Horseback riding program, a fee for service program. This program is not covered by Early Intervention or Insurance. She participated in this program from mid July-August. The Challange Unlimited program is set up in blocks of therapeutic riding lessons ( 8 or 9 week block) for which payment is due in full at the start of the block. Because she started mid summer block, she was allowed to pay weekly for the remaining 4 weeks. With several hundred clients weekly, it would be impossible for us to accept weekly payments, from all clients, hence the policy of payment in full at the start of each block. We tried to accommodate the family's situation as best as we were able to( we are a small non profit organization). Attached is our 2015 block calendar which states the payment rates as well as a copy of her completed registration form for early fall block which sets for the rate as well as the cancellation policy. As stated in the complaint the parent had dome misunderstanding about our policies for scheduling and payment that apparently did not arise until the early fall block session. The program director tried to explain the policies and differences in each of the programs in person , in what she believed to be friendly conversation in a private area away from the clients. because of the misunderstanding of the differences between the programs, the program director agreed to split the payment for early fall block. The second installment was received after the end of the riding session. This Challenge Unlimited program does typically accept/allow weekly payments. We realize now that in trying to assist her in the summer by taking weekly payments was a mistake contributing to the misunderstanding and understandably her frustration with us. Our Welcome Center is staffed by many volunteers and we will go over payment policies with our volunteers. Our cancellation policy is set forth on the registration form that the client completed as well set forth in our information packet. When registering, clients are asked to list up to two "pre cancels"- days they know they cannot attend as we offer makeups for listed pre cancels. The client did not list any pre cancel. Missed sessions are problematic for our program as staff are hired and volunteers are arranged. No shows are particularly problematic as there is cost for staff and volunteer assignments. When the client does not show it is a lost session that cannot be replaced be offering it as a make up to someone else. Of the 8 weeks, the client canceled once ahead of time, canceled once the same day, and was a "No Show" twice, meaning she never called to cancel, and participated the other 4 days, because she was new to the program, the program director did offer to work with the client on finding a possible solution to one of the missed sessions, even though that is not the policy. The director did suggest that she call us when she knew she was available to bring her daughter here. Because we have to hire a staff person to cover additional sessions, bring in 2 volunteers to assist and have a suitable horse available, a client can't just come by anytime for a makeup. The client did not contact the program director to take advantage of that offer. It is our position that for the client to ask for a refund for 4 sessions when the client chose to "No Show" for two of them and cancel same day for one of them is not a fair resolution given our stated policies and reasons for these policies. To resolve this unfortunate misunderstanding and accommodate the client we will offer her daughter two(2) complimentary on half hour therapeutic riding sessions or we will process a refund for 95.00 ( the value of two sessions)
Ironstone Farm strives for excellence and satisfaction in all interactions with our clientsWe typically provide services to over clients weeklyIn the parent's email dated 7/31/2015, a copy of which is enclosed, concerns she then had (daughter not trotting enough on the horse) appeared to have been resolved and she "sincerely" thanked the farm for services receivedThe confusion, we believe, arises from client's participation in one program then switching to different program and not understanding the differences between the twoWe do try to explain the differences but it appears we did not explain them satisfactorilyIf we had, we believe the client would have understood and this matter would not have risen to this levelThis client's daughter first started her in our program with her Early Intervention CenterIn this program, the Early Intervention center pays the fees due and the client had no financial responsibilityAfter her daughter aged out of Early Intervention ( she turned years of age) she transferred her daughter to our Challenge Unlimited Therapeutic Horseback riding program, a fee for service programThis program is not covered by Early Intervention or InsuranceShe participated in this program from mid July-AugustThe Challange Unlimited program is set up in blocks of therapeutic riding lessons ( or week block) for which payment is due in full at the start of the blockBecause she started mid summer block, she was allowed to pay weekly for the remaining weeksWith several hundred clients weekly, it would be impossible for us to accept weekly payments, from all clients, hence the policy of payment in full at the start of each blockWe tried to accommodate the family's situation as best as we were able to( we are a small non profit organization)Attached is our block calendar which states the payment rates as well as a copy of her completed registration form for early fall block which sets for the rate as well as the cancellation policyAs stated in the complaint the parent had dome misunderstanding about our policies for scheduling and payment that apparently did not arise until the early fall block sessionThe program director tried to explain the policies and differences in each of the programs in person , in what she believed to be friendly conversation in a private area away from the clientsbecause of the misunderstanding of the differences between the programs, the program director agreed to split the payment for early fall blockThe second installment was received after the end of the riding sessionThis Challenge Unlimited program does typically accept/allow weekly paymentsWe realize now that in trying to assist her in the summer by taking weekly payments was a mistake contributing to the misunderstanding and understandably her frustration with usOur Welcome Center is staffed by many volunteers and we will go over payment policies with our volunteersOur cancellation policy is set forth on the registration form that the client completed as well set forth in our information packetWhen registering, clients are asked to list up to two "pre cancels"- days they know they cannot attend as we offer makeups for listed pre cancelsThe client did not list any pre cancelMissed sessions are problematic for our program as staff are hired and volunteers are arrangedNo shows are particularly problematic as there is cost for staff and volunteer assignmentsWhen the client does not show it is a lost session that cannot be replaced be offering it as a make up to someone elseOf the weeks, the client canceled once ahead of time, canceled once the same day, and was a "No Show" twice, meaning she never called to cancel, and participated the other days, because she was new to the program, the program director did offer to work with the client on finding a possible solution to one of the missed sessions, even though that is not the policyThe director did suggest that she call us when she knew she was available to bring her daughter hereBecause we have to hire a staff person to cover additional sessions, bring in volunteers to assist and have a suitable horse available, a client can't just come by anytime for a makeupThe client did not contact the program director to take advantage of that offerIt is our position that for the client to ask for a refund for sessions when the client chose to "No Show" for two of them and cancel same day for one of them is not a fair resolution given our stated policies and reasons for these policiesTo resolve this unfortunate misunderstanding and accommodate the client we will offer her daughter two(2) complimentary on half hour therapeutic riding sessions or we will process a refund for ( the value of two sessions)
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
$Refund for 1/Session Fees is a fair resolution - several attempts were made to resolve this issue with Ironstone Administration prior to filing Revdex.com Complaint Offering services is not acceptable as our child is now enrolled with another provider facility, which is a much better fit
Regards,
*** ***
Ironstone Farm strives for excellence and satisfaction in all interactions with our clients. We typically provide services to over 350 clients weekly. In the parent's email dated 7/31/2015, a copy of which is enclosed, concerns she then had (daughter not trotting enough on the horse) appeared to...
have been resolved and she "sincerely" thanked the farm for services received. The confusion, we believe, arises from client's participation in one program then switching to different program and not understanding the differences between the two. We do try to explain the differences but it appears we did not explain them satisfactorily. If we had, we believe the client would have understood and this matter would not have risen to this level. This client's daughter first started her in our program with her Early Intervention Center. In this program, the Early Intervention center pays the fees due and the client had no financial responsibility. After her daughter aged out of Early Intervention ( she turned 3 years of age) she transferred her daughter to our Challenge Unlimited Therapeutic Horseback riding program, a fee for service program. This program is not covered by Early Intervention or Insurance. She participated in this program from mid July-August. The Challange Unlimited program is set up in blocks of therapeutic riding lessons ( 8 or 9 week block) for which payment is due in full at the start of the block. Because she started mid summer block, she was allowed to pay weekly for the remaining 4 weeks. With several hundred clients weekly, it would be impossible for us to accept weekly payments, from all clients, hence the policy of payment in full at the start of each block. We tried to accommodate the family's situation as best as we were able to( we are a small non profit organization). Attached is our 2015 block calendar which states the payment rates as well as a copy of her completed registration form for early fall block which sets for the rate as well as the cancellation policy. As stated in the complaint the parent had dome misunderstanding about our policies for scheduling and payment that apparently did not arise until the early fall block session. The program director tried to explain the policies and differences in each of the programs in person , in what she believed to be friendly conversation in a private area away from the clients. because of the misunderstanding of the differences between the programs, the program director agreed to split the payment for early fall block. The second installment was received after the end of the riding session. This Challenge Unlimited program does typically accept/allow weekly payments. We realize now that in trying to assist her in the summer by taking weekly payments was a mistake contributing to the misunderstanding and understandably her frustration with us. Our Welcome Center is staffed by many volunteers and we will go over payment policies with our volunteers. Our cancellation policy is set forth on the registration form that the client completed as well set forth in our information packet. When registering, clients are asked to list up to two "pre cancels"- days they know they cannot attend as we offer makeups for listed pre cancels. The client did not list any pre cancel. Missed sessions are problematic for our program as staff are hired and volunteers are arranged. No shows are particularly problematic as there is cost for staff and volunteer assignments. When the client does not show it is a lost session that cannot be replaced be offering it as a make up to someone else. Of the 8 weeks, the client canceled once ahead of time, canceled once the same day, and was a "No Show" twice, meaning she never called to cancel, and participated the other 4 days, because she was new to the program, the program director did offer to work with the client on finding a possible solution to one of the missed sessions, even though that is not the policy. The director did suggest that she call us when she knew she was available to bring her daughter here. Because we have to hire a staff person to cover additional sessions, bring in 2 volunteers to assist and have a suitable horse available, a client can't just come by anytime for a makeup. The client did not contact the program director to take advantage of that offer. It is our position that for the client to ask for a refund for 4 sessions when the client chose to "No Show" for two of them and cancel same day for one of them is not a fair resolution given our stated policies and reasons for these policies. To resolve this unfortunate misunderstanding and accommodate the client we will offer her daughter two(2) complimentary on half hour therapeutic riding sessions or we will process a refund for 95.00 ( the value of two sessions)