Koresh Dance Studios

To Whom this May Concern,My name is Maria L [redacted] and I am the School Coordinator at Koresh Dance CompanyI am Writing this letter in regards to the complaint we have received.The customer bought her five class card on July 27, (see document C)She received a discount that normally we do not offer for a five class card (see documents F and G)We made an exception for her.The customer Stated that the problem occurred on September 3, On September 3, our school was closed, due to Labor Day weekend (see document A)The actual date was September 11, On September 11, there was a power outage on our entire blockWe were not the only Company effected in this outage and this was completely out of our handsWe returned the class back to this Customer's account (see document B, in yellow)We did this for all of the other customers who were affected by the inconvenience, as wellWe lost a lot of business this day because of the power outage.The customer did not reach out to our Company until Sunday, September 25, The first time she Stated she talked to the Company was September 11, 2016, which was the day of the power outageI was the person to receive the phone call on September The customer was screaming as Soon as answered the phoneThe client yelled, "You need to give me an extension for my class card"I asked for her name and I looked her up in our System to find further information on why she would need an extensionI did not see anything that looked faultyWhen I asked her why she needed an extension, she started Screaming "This is all your fault"I asked if she needed the extension because of a medical issue, and again, I received "No-this is your faultI should be receiving a full refund." Again, I tried to understand what the problem was, but she refused to talk calmly and kept Screaming that she wanted her money backI took down her name, phone number, and as much of a message as I couldI also informed her that this message would be going to the School director, who would not be in the office until Monday (the very next day).The Customer had signed up for a class on September 25, 2016, after our first conversationShe called the Studio again and asked how many classes were left in her accountI told her that there was one class leftShe started screaming again, stating she wants a full refundAgain, I took a message for the School director and explained to her that he would not be in the office until the next dayAfter our Conversation on the phone, the Customer cancelled her appointment (see document B, in pink)She was then left with the two classes in her accountThere was no misinformation givenIf anything, it was a misunderstanding on her part.On September 26, 2016, the School director called the customer to help herShe was immediately yelling at him and was very rudeThe School director came to understand that ONE class was cancelled due to our power outageShe was demanding a full refundHe explained to her that our policy states that all class cards are nonrefundable, however, he would be happy to help her out, due to the inconvenienceHe offered to give her one extra month for one class (the one from the power outage)She told him that she did not like his attitude, and hung up the phone on him.I have attached the records of her visits at our school (see document D)Everything highlighted includes all of the times that she has visited our school and been charged by that class card.Our policy is posted on our website, in our School, and on all of our formsOur policy States that all Class cards have expiration dates and that they are nonrefundable (see document E, also can be found at http://koreshdance.org/ [redacted] Even though our policy States otherwise, we were going to make the exception for herWe informed her that we would give her a month extension, which She denied, and hung up on us.In conclusion, we tried to help out the Customer, but she refused to receive the helpAS Our policy states, we do not offer refunds for that purchaseWe presented great customer Service and we are not accountable for her unused classesThank you for your time.Maria L [redacted] School Coordinator Koresh Dance Company

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
I did indeed speak with someone at Koresh on September 11th since they called to inform me the school was closed I had asked for an extension at the time and the girl misinformed me that I only had one class remaining and agreed that that would be more than enough time to finish the one class However, this was untrue I had two classes and requested the extension again when I realized this information the following week I did not scream at the individual on September 25th immediately as she picked up the phone That is a lie I was appropriately irritated with her responses because she too was misinformed about the classes and did not answer my questions even after explaining the situation She also failed to inform me that the manager who would address the issue was not present on that day and so I waited for his response which prevented me from arriving to the scheduled class for that day Lastly, the manager agreed to offer me the two week extension but did not follow through with his word on this offer The discount was a promotion that was offered to anyone who found the coupon on the website This was not an 'exception' offered exclusively to me
Regards,
*** ***

To Whom this May Concern,My name is Maria L[redacted] and I am the School Coordinator at Koresh Dance Company. I am Writing this letter in regards to the complaint we have received.The customer bought her five class card on July 27, 2016 (see document C). She received a discount that normally we do not...

offer for a five class card (see documents F and G). We made an exception for her.The customer Stated that the problem occurred on September 3, 2016. On September 3, our school was closed, due to Labor Day weekend (see document A). The actual date was September 11, 2016. On September 11, there was a power outage on our entire block. We were not the only Company effected in this outage and this was completely out of our hands. We returned the class back to this Customer's account (see document B, in yellow). We did this for all of the other customers who were affected by the inconvenience, as well. We lost a lot of business this day because of the power outage.The customer did not reach out to our Company until Sunday, September 25, 2016. The first time she Stated she talked to the Company was September 11, 2016, which was the day of the power outage. I was the person to receive the phone call on September 25. The customer was screaming as Soon as answered the phone. The client yelled, "You need to give me an extension for my class card". I asked for her name and I looked her up in our System to find further information on why she would need an extension. I did not see anything that looked faulty. When I asked her why she needed an extension, she started Screaming "This is all your fault". I asked if she needed the extension because of a medical issue, and again, I received "No-this is your fault. I should be receiving a full refund." Again, I tried to understand what the problem was, but she refused to talk calmly and kept Screaming that she wanted her money back. I took down her name, phone number, and as much of a message as I could. I also informed her that this message would be going to the School director, who would not be in the office until Monday (the very next day).The Customer had signed up for a class on September 25, 2016, after our first conversation. She called the Studio again and asked how many classes were left in her account. I told her that there was one class left. She started screaming again, stating she wants a full refund. Again, I took a message for the School director and explained to her that he would not be in the office until the next day. After our Conversation on the phone, the Customer cancelled her appointment (see document B, in pink). She was then left with the two classes in her account. There was no misinformation given. If anything, it was a misunderstanding on her part.On September 26, 2016, the School director called the customer to help her. She was immediately yelling at him and was very rude. The School director came to understand that ONE class was cancelled due to our power outage. She was demanding a full refund. He explained to her that our policy states that all class cards are nonrefundable, however, he would be happy to help her out, due to the inconvenience. He offered to give her one extra month for one class (the one from the power outage). She told him that she did not like his attitude, and hung up the phone on him.I have attached the records of her visits at our school (see document D). Everything highlighted includes all of the times that she has visited our school and been charged by that class card.Our policy is posted on our website, in our School, and on all of our forms. Our policy States that all Class cards have expiration dates and that they are nonrefundable (see document E, also can be found at http://koreshdance.org/[redacted]. Even though our policy States otherwise, we were going to make the exception for her. We informed her that we would give her a month extension, which She denied, and hung up on us.In conclusion, we tried to help out the Customer, but she refused to receive the help. AS Our policy states, we do not offer refunds for that purchase. We presented great customer Service and we are not accountable for her unused classes. Thank you for your time.Maria L[redacted]School Coordinator Koresh Dance Company