Complaint: ***
I am rejecting this response because:Uppn making the reservation over the phone call, I should have been informed I was committing to a charge regardless of what happened I was emailed the cancellation policy after I had booked, and not at the time of making the reservation If this business took a reservation at 6:pm I feel that it would have been prudent to inform the customer of their commitment over the phone, not in an email sent after the reservation was made Very unprofessional, and unkind Bad business practice If business had informed over phone at time of making reservation, I would not have booked When calling to seek refund, was greeted with no sympathy or options to perhaps re-book at a different day Very unsatisfactory customer service
Sincerely,
*** ***
Hello, *** *** booked a room at our B&B at 6:45pm the day of. At this hour, same as any hotel, there is no cancellation. He was sent a confirmation stating where to read about our cancellation policy. *** *** never showed up for his reservation and never called or
emailed or anything until the next day. We held out the room for the customer as he requested. It is not Arrowheads fault that the customer booked, outside of any cancellation policy, and did not show up for his reservation.
Revdex.com Resolution Consultant, This letter is in reference to Complaint ID: [redacted]. We received your latest letter on October 20, 2015 and wanted to let you know that we are in touch with the family to close this issue, however we want to point out a few facts about the situation. The issue is not about quality of service or billing. The issue is mainly related to the family asking the academy to break its stated vacation policy to earn one week of free tuition, and when the academy was unable to meet the request, the family started posted negative reviews on social media to blackmail the academy into agreeing to its demand. Here are the details on the matter: 1) The academy has a written policy under which it offers a full week vacation credit per calendar year to families who are enrolled in academy’s fulltime program and whose account is in good standing. Essentially, families can take their child on one week vacation and not pay the tuition fee for that week. 2) This family approached the academy on August 28, 2015 and asked to be granted a vacation credit from calendar year 2014 (See Exhibit-A). The staff expressed its inability to grant this request as per the policy the vacation credit can-not be carried over from one calendar year to next. 3) The family got upset and claimed it didn’t know the policy. The staff politely pointed out that the family had reviewed and initialed the policy twice – first in 2014 and while re-enrolling in 2015 also. (See Exhibit- B) The academy staff also expressed inability to break the policy in fairness to other 150 families enrolled in the academy. 4) The family immediately started posting negative reviews on social media, exaggerating / making up problems that didn’t actually exist, just as a way of blackmailing the academy into agreeing to its demand for free vacation credit. 5) The Principal met the family and expressed her inability to break the policy, but also offered to find other ways to please the family. 6) The family was disengaged in the meeting and didn’t want to discuss any other resolution. She sent an email the next day giving the required 4 week notice to withdraw her child. She also asked for a tuition fee refund for the notice period. 7) The Principal reminded her that the family must pay for 4 week notice per the enrollment agreement (again, the family has read and signed this agreement). 8) The family started filling negative reviews at all places and agencies, changing their complaint slightly to appeal to the forum where the complaint was being filed. 9) Simultaneously, the family approached the academy through a certified mediator and agreed to remove the negative comments in exchange for refund of fees. 10) It’s worth pointing out that the quality of academy’s program is very evident from the fact that the academy has been voted “Best of 425” by the community parents for two out of three years it has been open. The parents have also voted the academy “Best of Kirkland” for two years, and “Best of Western Washington”. The academy has a 6 months+ waiting list of families wanting to enroll in the program. 11) The academy has agreed to settle and is giving a refund to the family just to avoid being unfairly defamed in social media and to save its staff from very public humiliation for no fault of their own. A few more facts worth point out: 12) The family states in its complaint that they always felt ignored at the academy, yet they choose to enroll their second child on Mar 16, 2015 who was scheduled to start January 4, 2016. Clearly goes to show that quality of service is not the issue (See Exhibit-C) 13) The family also stated that the academy did not listen or try to resolve this complain, while in reality they rejected academy’s request for meeting to resolve the issue amicably. Their only demand was related to monetary benefits (See Exhibit-D) 14) In the past, the academy has been flexible with this family by offering discounts and rebates on tuition fees. But this one time it was not possible to offer vacation discount in fairness to all other families. Unfortunately rather than understanding the academy’s situation, the family chose to resort to these tactics. Still, we are trying to resolve this matter with the family. PS: We will mail all the Exhibits via regular mail for your ready reference. Sincerely, Kiddie Academy Management [redacted] Suite [redacted] Kirkland, WA
Complaint #: [redacted]
It is to inform you that the issue has been resolved and a settlement happened between both parties. You can close the case.
Thank you so much for the support and working with me throughout the case.
I greatly appreciate your help,
Sincerely,
[redacted]
Complaint: ***
I am rejecting this response because:Uppn making the reservation over the phone call, I should have been informed I was committing to a charge regardless of what happened I was emailed the cancellation policy after I had booked, and not at the time of making the reservation If this business took a reservation at 6:pm I feel that it would have been prudent to inform the customer of their commitment over the phone, not in an email sent after the reservation was made Very unprofessional, and unkind Bad business practice If business had informed over phone at time of making reservation, I would not have booked When calling to seek refund, was greeted with no sympathy or options to perhaps re-book at a different day Very unsatisfactory customer service
Sincerely,
*** ***
Hello, *** *** booked a room at our B&B at 6:45pm the day of. At this hour, same as any hotel, there is no cancellation. He was sent a confirmation stating where to read about our cancellation policy. *** *** never showed up for his reservation and never called or
emailed or anything until the next day. We held out the room for the customer as he requested. It is not Arrowheads fault that the customer booked, outside of any cancellation policy, and did not show up for his reservation.
Dear...
Revdex.com Resolution Consultant, This letter is in reference to Complaint ID: [redacted]. We received your latest letter on October 20, 2015 and wanted to let you know that we are in touch with the family to close this issue, however we want to point out a few facts about the situation. The issue is not about quality of service or billing. The issue is mainly related to the family asking the academy to break its stated vacation policy to earn one week of free tuition, and when the academy was unable to meet the request, the family started posted negative reviews on social media to blackmail the academy into agreeing to its demand. Here are the details on the matter: 1) The academy has a written policy under which it offers a full week vacation credit per calendar year to families who are enrolled in academy’s fulltime program and whose account is in good standing. Essentially, families can take their child on one week vacation and not pay the tuition fee for that week. 2) This family approached the academy on August 28, 2015 and asked to be granted a vacation credit from calendar year 2014 (See Exhibit-A). The staff expressed its inability to grant this request as per the policy the vacation credit can-not be carried over from one calendar year to next. 3) The family got upset and claimed it didn’t know the policy. The staff politely pointed out that the family had reviewed and initialed the policy twice – first in 2014 and while re-enrolling in 2015 also. (See Exhibit- B) The academy staff also expressed inability to break the policy in fairness to other 150 families enrolled in the academy. 4) The family immediately started posting negative reviews on social media, exaggerating / making up problems that didn’t actually exist, just as a way of blackmailing the academy into agreeing to its demand for free vacation credit. 5) The Principal met the family and expressed her inability to break the policy, but also offered to find other ways to please the family. 6) The family was disengaged in the meeting and didn’t want to discuss any other resolution. She sent an email the next day giving the required 4 week notice to withdraw her child. She also asked for a tuition fee refund for the notice period. 7) The Principal reminded her that the family must pay for 4 week notice per the enrollment agreement (again, the family has read and signed this agreement). 8) The family started filling negative reviews at all places and agencies, changing their complaint slightly to appeal to the forum where the complaint was being filed. 9) Simultaneously, the family approached the academy through a certified mediator and agreed to remove the negative comments in exchange for refund of fees. 10) It’s worth pointing out that the quality of academy’s program is very evident from the fact that the academy has been voted “Best of 425” by the community parents for two out of three years it has been open. The parents have also voted the academy “Best of Kirkland” for two years, and “Best of Western Washington”. The academy has a 6 months+ waiting list of families wanting to enroll in the program. 11) The academy has agreed to settle and is giving a refund to the family just to avoid being unfairly defamed in social media and to save its staff from very public humiliation for no fault of their own. A few more facts worth point out: 12) The family states in its complaint that they always felt ignored at the academy, yet they choose to enroll their second child on Mar 16, 2015 who was scheduled to start January 4, 2016. Clearly goes to show that quality of service is not the issue (See Exhibit-C) 13) The family also stated that the academy did not listen or try to resolve this complain, while in reality they rejected academy’s request for meeting to resolve the issue amicably. Their only demand was related to monetary benefits (See Exhibit-D) 14) In the past, the academy has been flexible with this family by offering discounts and rebates on tuition fees. But this one time it was not possible to offer vacation discount in fairness to all other families. Unfortunately rather than understanding the academy’s situation, the family chose to resort to these tactics. Still, we are trying to resolve this matter with the family. PS: We will mail all the Exhibits via regular mail for your ready reference. Sincerely, Kiddie Academy Management [redacted] Suite [redacted] Kirkland, WA
Complaint #: [redacted]
It is to inform you that the issue has been resolved and a settlement happened between both parties. You can close the case.
Thank you so much for the support and working with me throughout the case.
I greatly appreciate your help,
Sincerely,
[redacted]