Lancaster County Youth Amateur Hockey League

This letter is in response to the notification we received from the Revdex.com regarding complaint ID #***The issue centers on a desired refund for unused programs that were purchased by the claimant- The Lancaster Ice Rink is non-profit organization that provides opportunities
for people n the public to participate in a variety of skating sports and/or eventsThe Hockey Academy is an introductory program for kids interested in playing ice hockey.On January 3, the claimant registered their two children for the Hockey Academy programIt is true that it s cheaper per session to sign up for the entire program compared to paying a weekly drop in rateI can't speak to exactly what the staff told the family regarding our refund policy since I was not there at the timeThey did decide to pay for series registrations and participated in the class that dayOn January our Hockey Director received an email from the family explaining they now had a conflict with the program timeThey asked if we were willing to apply their payments for both kids to the next series starting in March since it better suited their scheduleOur Hockey Director responded in an email stating we were more than happy to apply the payment to the next series for both childrenHe also asked jf the children had fun in the session they did attend and was told they both really enjoyed it.The March series came and went and we never heard anything from the familyAt no time during the series did they contact us saying the day or time no longer worked for themIt wasn't until June that we received communication from themThe family sent an email stating they were hoping to get the children in one of the sessions but it didn't seem like it would work and would like a refundAfter doing some research, our Hockey Director determined that one of the children was playing for a competing programThe family confirmed their son was participating in the other program even though the offer to take part in the Hockey Academy series was still on the tableAlso, at no time was it communicated to us that their daughter "hated it" until they were asking for a refund.There was no attempt to deceive anyone by not having our refund policy printed on the registration form used or these classesIt is something we missed and have since correctedThe refund policy for all our clinics is they are determined on a case by case basis and future clinics, if available, may be offered rather than a monetary refundWe feel we go out of our way to appease the families that want to participate in our programsIf families are unsure if their child may like a program, we will allow them to pay a drop in rate for the first week and then pay the balance once they decide it is something they'd like to continue withAlso, if someone chooses to do the drop in rate, we will stop charging them if they attend enough sessions where the full rate becomes the less expensive offer, in the case of the Hockey Academy series, we even provide free equipment for kids to use so parents can avoid that out of pocket cost until they feel comfortable their child wants to continue.The claimant stated their desired outcome is to obtain a refund because we did not provide the service they paid forWe denied their refund request because we felt we provided an adequate opportunity for them to participate in the program (through the agreement to apply their payments to a later series). The offer was never rescinded and the claimant was told it is still in place for them to use if they'd like Typically we do offer a monetary refund if a child's registration is paid in full, they come to participate in the series, and they decide it is something they absolutely don't want to doThe claimant is stating their daughter "hated it"However, that was never communicated to us over the months from the time they registered until the time they requested a refundAlso, at no time during our communications were we told their son did not enjoy it and didn't want to participate in the classesWe feel if services paid for went unused it is a direct result of personal decisions made by the claimant and not because of our actions or policies.Please let us know where we go from this point, *** This is the first time we've been through this process so it is new to us Please feel free to contact me at ###-###-#### or ***@***.*** if you need to speak with me directly Thank you,Jeff N.General Manager

This letter is in response to the notification we received from the Revdex.com regarding complaint ID #***The issue centers on a desired refund for unused programs that were purchased by the claimant- The Lancaster Ice Rink is non-profit organization that provides opportunities
for people n the public to participate in a variety of skating sports and/or eventsThe Hockey Academy is an introductory program for kids interested in playing ice hockey.On January 3, the claimant registered their two children for the Hockey Academy programIt is true that it s cheaper per session to sign up for the entire program compared to paying a weekly drop in rateI can't speak to exactly what the staff told the family regarding our refund policy since I was not there at the timeThey did decide to pay for series registrations and participated in the class that dayOn January our Hockey Director received an email from the family explaining they now had a conflict with the program timeThey asked if we were willing to apply their payments for both kids to the next series starting in March since it better suited their scheduleOur Hockey Director responded in an email stating we were more than happy to apply the payment to the next series for both childrenHe also asked jf the children had fun in the session they did attend and was told they both really enjoyed it.The March series came and went and we never heard anything from the familyAt no time during the series did they contact us saying the day or time no longer worked for themIt wasn't until June that we received communication from themThe family sent an email stating they were hoping to get the children in one of the sessions but it didn't seem like it would work and would like a refundAfter doing some research, our Hockey Director determined that one of the children was playing for a competing programThe family confirmed their son was participating in the other program even though the offer to take part in the Hockey Academy series was still on the tableAlso, at no time was it communicated to us that their daughter "hated it" until they were asking for a refund.There was no attempt to deceive anyone by not having our refund policy printed on the registration form used or these classesIt is something we missed and have since correctedThe refund policy for all our clinics is they are determined on a case by case basis and future clinics, if available, may be offered rather than a monetary refundWe feel we go out of our way to appease the families that want to participate in our programsIf families are unsure if their child may like a program, we will allow them to pay a drop in rate for the first week and then pay the balance once they decide it is something they'd like to continue withAlso, if someone chooses to do the drop in rate, we will stop charging them if they attend enough sessions where the full rate becomes the less expensive offer, in the case of the Hockey Academy series, we even provide free equipment for kids to use so parents can avoid that out of pocket cost until they feel comfortable their child wants to continue.The claimant stated their desired outcome is to obtain a refund because we did not provide the service they paid forWe denied their refund request because we felt we provided an adequate opportunity for them to participate in the program (through the agreement to apply their payments to a later series). The offer was never rescinded and the claimant was told it is still in place for them to use if they'd like Typically we do offer a monetary refund if a child's registration is paid in full, they come to participate in the series, and they decide it is something they absolutely don't want to doThe claimant is stating their daughter "hated it"However, that was never communicated to us over the months from the time they registered until the time they requested a refundAlso, at no time during our communications were we told their son did not enjoy it and didn't want to participate in the classesWe feel if services paid for went unused it is a direct result of personal decisions made by the claimant and not because of our actions or policies.Please let us know where we go from this point, *** This is the first time we've been through this process so it is new to us Please feel free to contact me at ###-###-#### or ***@***.*** if you need to speak with me directly Thank you,
Jeff NGeneral Manager