Kumon Math and Reading Center of Aspen Hill-Wheaton

June 27, 2017Revdex.com 1411 K St. NW, 10" Floor Washington DC, 2005-3404[redacted]: Thank you for your letter informing me that you received a complaint from [redacted], on 6/22/2017 with ID # [redacted].Evidence presented below will show that [redacted] had full knowledge of our business policies based on...

several signed and dated notifications by [redacted] which kept her fully informed during enrollment and the following months.The facts are as follows: The [redacted] children enrolled in Kumon of Aspen Hill-Wheaton on 3/6/2017. Prior to enrollment, I met with [redacted] for orientation where we discussed the test results and center policies at length and gave her a hard copy of the center policies with her (Exhibit A). Please note that on page 2, it specifically states that:"You will need to give us 30 day advance notice in writing by completing the Kumon Cancellation form, if you decide to withdraw from Kumon. The last month tuition deposit will be applied to the last full month of attendance." Page 2 of Exhibit A.The deposit taken specifically states would be applied to last month of enrollment. The deposit is not a refund but instead is tuition fees applied to the last month of enrollment.As part of enrollment, [redacted] provided me a signed Electronic Funds Transfer Authorization form (Exhibit B). Please note that the form specifically states "I may revoke this authorization by notifying Kumon by giving written notice thirty (30) days in advance.” The payment of $1170.00 bounced from the account because of insufficient funds in the account. I had to send the account to the collection agency Cybroollect for recovery. (Exhibit C).Later, when I spoke to [redacted], she provided me with second signed Electronic Funds Transfer Authorization form (Exhibit D) apologizing profusely that she had apparently given me the wrong account information. Please note that signed Exhibit D also shares the above highlighted statement from Exhibit C.On June 19, 2017, I received the written cancellation form and according to our businesspractice, applied the deposit of $520 to the July payment (Exhibit E). Most parents if they are absent for any reason, travel or otherwise, will take the Kumon materials with them. I gave [redacted] this option to consider. She has refused to take this option. I did speak orally over the telephone to [redacted] on several occasions as I do withmany of my clients. I believe in being available by phone to address all my clients' needs as part of good customer service.In our conversations, I was under the impression that she was considering cancellation but had not decided the exact month and would follow up with a required written notice as soon as the date was finalized.My franchise business is required to pay Kumon franchisor business office our royalty fees based on students attending during that month. We incur monthly royalty costs for per student enrolled. As such, we will have to pay royalties for the four subjects that the [redacted] children are enrolled for the month of July.Based on full written notification to [redacted] of our cancellation policies which she signed and dated on and business royalty costs incurred based on my reliance that her children would be enrolled until end of July, I believe that the deposit is not a refund but in good faith, the fees paid upfront of the last month of enrollment.I look forward to a quick resolution in favor of my business based on the evidence presented to your organization.Shyla S