Ludovico Dance Academy

# [redacted] arial, sans-serif;">This customer has issued complaints, so I am addressing each separate.1st complaint: The customer service The customer claims she asked to speak to the owner and was told the owner doesn't speak to anyone I have been in business years, and spoken to thousands of clients This client in particular was phoning during our hours of evening services I was in the classroom with students when she called the front desk I DO NOT leave the students to take phone calls She was told to email me and I would get back to her My email is available on our website as well as in our annual brochure the clients receive upon registration.Now: the night she first called and asked to speak to the teacher: it was an evening she phoned the studio times within one night Her daughter and her attend "Mommy & me" class together On that particular evening, one of the moms handed out treat bags to all the students to celebrate her daughter's Birthday Keep in mind, each toddler's mother are with them, so these bags were distributed with moms there Prior to leaving, the mom was at the front desk with her child going over fees for tuition and costumes At this time, she DID NOT inform the secretary of an issue Her child walked into our office (opening the door on her own) and took candy off of the desk of the secretary The receptionist informed the mother the child was taking candy This was not candy available to students or for students, this was the receptionist's food The mom told her daughter to ask first The child did not ask, she instead poured the entire tray of the secretary's personal snacks into her treat bag The receptionist told the mom "she took all of it" Again, it was ignored and they left Within hour, the receptionist received a phone call The mom was upset because she said her daughter ate too much candy and it ruined her appetite for dinner Her daughter was screaming in the background and the mom was very upset because she felt her daughter had too much sugar She was upset with the mother who brought the treats, stating that people should not hand out treats to kids, due to it possibly ruining their dinner She phoned the studio times over this and did ask the receptionist to have the teacher phone her back over this matter, as well as get me out of my class to speak to her about 'candy' The receptionist reminded the mother that the child also came into the office and took treats off of the desk as well Somehow the mom felt it was our fault that the child had the candy AND that she ate the entire portion of the candy on her car ride home To be honest, we thought it was a humorous story: one for the books She did ask the teacher to call her back because she wanted us to inform our clients they should not pass out treats We did not want to do this because we felt it would have offended the mom who brought the treats and did so as a kind gesture This was the Instructor's first day back to work since her dad had passed away She had buried her father less than a week ago When she was told a mom wanted her to call her over candy, the teacher did not return the call at the time Instead, she was going to speak to her in person the following week after the mom had some cooling time Again, she phoned the studio times in one evening about her daughter eating too much candy and not eating her dinner This incident did take place and occur That was prior to our Thanksgiving break We then had weeks in December, into our Holiday break We did not have a phone message stating she was withdrawing from class, nor was there a message to call her on our machine She had prepaid for December tuition Clients who pay a month in advance, receive a discount for monthly tuition by doing so She did not attend her December classes, nor did I get an email that month.Upon our return in January, we had message from her and at that time She was phoned from the receptionist, she had said she was withdrawing from class due to medical reasons with her child The costume had been ordered clear back to Thanksgiving break I was unable to cancel it.I did offer her the chance to send it back and pay a "restocking fee" of $ She had the option of that or paying the balance off and keeping the costume I would have gladly sold it to another if I had a customer to sell it to AT THE TIME OF OUR LAST CONVERSATION ABOUT THE COSTUME, she had informed me that her child had to take a few months off due to medical reasons, but may be returning after February I told her she had a free month coming to her and she was entitled to take that month at any time If her daughter returned after February, it would have been too late to order the costume again for the show Our conversation ended with her stating she would get back to me on the costume decision I did not hear from her again until mid-March At that time she wanted to return It was the day we were handing out the costumes I had my receptionist phone her to inform her it was costume distribution and we did not want her daughter upset that others were receiving costumes and she was not Her balance as not paid off for the costume We did not want her pressured to make a decision that day about the costume but the others were getting theirs and her year old would not have "understood" why she wasn't I was thinking of the kid I was happy to have her return but we thought perhaps she should return the following week so her daughter wasn't left out of anything t have every email that we sent back and forth I will be sending them to you.On the matter of Delivery of the service:We have an amazing facility that I am proud of I am up to code We have an area just for our Kindergarten and younger called "KinderKingdom" This is located upstairs in my building - this age group has it's own lobby, bathroom, observation window, and studio The entire place is painted with murals of fairytales and princesses It is a child's dream Located upstairs, within approximately feet of the dance studio entrance, is an exit to the outside with outside stairs This is an emergency exit The hallway itself, is a size hallway I never had complaints on it being narrow Again the outside exit is about feet from the entrance door to the studio The studio size is an open space of approximately 20xfeet We take registration for classes and we have a 'cut off' This is why we do not return registration fees and also why the pay a month ahead fee is not returnable We turn away clients once the class is filled I turned down my own [redacted] for this Mommy & Me class She tried to enroll in November once her daughter turned I have a Facebook message, stating that the class was full and we could not take another this year We max the class at about students For "Mommy & Me", the moms go into the room with these toddlers This is where she may be getting people in the room We have an Instructor as well as an Assistant in the room as well The teacher in this class has no recollection of this mom asking about an escape plan There are exit signs on top of the exit door in the hallway.On the matter of Billing:She paid a deposit of $for a costume that was ordered over Thanksgiving break Our policy states that costumes cannot be changed or cancelled once the order is placed She actually owes us a balance for this costume, but I did not pursue or pressure her for that balance.As far as her pre-aid tuition: I offered her to attend the class whenever it was convenient to do so She has a month of class coming to her daughter She paid a discount tuition for a class that I had closed out to other students I have and/or had no issue with her attending any time this year or even into next year I offered to wave the $"Skip a month" fee as well.I do feel there were communication problems which is why I would rather deal with emails This way: it is in writing Conversations via phone calls, can be "he said/ she said" I prefer to keep records.Bottom line: she did not inform us she wished to withdrawal from the class on any phone messages She paid a balance towards a costume that was ordered prior to her informing us she was quitting She actually owes us the balance, but we are NOT pursuing that matter She did pre-pay a month of tuition that is non-refundable and stated so in the waivers that are signed by clients upon enrollment.I feel bad she felt mistreated I believe had she stayed with us, she would have become a part of our amazing dance family I enjoy watching these children grow up My doors are still opened to her and my offer of 1-months of classes still stands.Thank you [redacted] ***Director: Ludovici Dance Academy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10581908, and find that this resolution is satisfactory to meGood Morning,I will take the offer of the dress refund, show tickets and the make up class Please give me the details of the show timings and if I can bring my husband as well.Thanks, Regards, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10581908, and find that this resolution is satisfactory to me.
Good Morning,
I will take the offer of the dress refund, show tickets and the make up class. Please give me the details of the show timings and if I can bring my husband as wellThanks,
Regards,
*** ***

#***This customer has issued complaints, so I am addressing each separate.1st complaint: The customer service. The customer claims she asked to speak to the owner and was told the owner doesn't speak to anyone. I have been in business years, and spoken to thousands of
clients. This client in particular was phoning during our hours of evening services. I was in the classroom with students when she called the front desk. I DO NOT leave the students to take phone calls. She was told to email me and I would get back to her. My email is available on our website as well as in our annual brochure the clients receive upon registration.Now: the night she first called and asked to speak to the teacher: it was an evening she phoned the studio times within one night. Her daughter and her attend "Mommy & me" class together. On that particular evening, one of the moms handed out treat bags to all the students to celebrate her daughter's Birthday. Keep in mind, each toddler's mother are with them, so these bags were distributed with moms there. Prior to leaving, the mom was at the front desk with her child going over fees for tuition and costumes. At this time, she DID NOT inform the secretary of an issue. Her child walked into our office (opening the door on her own) and took candy off of the desk of the secretary. The receptionist informed the mother the child was taking candy. This was not candy available to students or for students, this was the receptionist's food. The mom told her daughter to ask first. The child did not ask, she instead poured the entire tray of the secretary's personal snacks into her treat bag. The receptionist told the mom "she took all of it". Again, it was ignored and they left. Within hour, the receptionist received a phone call. The mom was upset because she said her daughter ate too much candy and it ruined her appetite for dinner. Her daughter was screaming in the background and the mom was very upset because she felt her daughter had too much sugar. She was upset with the mother who brought the treats, stating that people should not hand out treats to kids, due to it possibly ruining their dinner. She phoned the studio times over this and did ask the receptionist to have the teacher phone her back over this matter, as well as get me out of my class to speak to her about 'candy'. The receptionist reminded the mother that the child also came into the office and took treats off of the desk as well. Somehow the mom felt it was our fault that the child had the candy AND that she ate the entire portion of the candy on her car ride home. To be honest, we thought it was a humorous story: one for the books. She did ask the teacher to call her back because she wanted us to inform our clients they should not pass out treats. We did not want to do this because we felt it would have offended the mom who brought the treats and did so as a kind gesture. This was the Instructor's first day back to work since her dad had passed away. She had buried her father less than a week ago. When she was told a mom wanted her to call her over candy, the teacher did not return the call at the time. Instead, she was going to speak to her in person the following week after the mom had some cooling time. Again, she phoned the studio times in one evening about her daughter eating too much candy and not eating her dinner. This incident did take place and occur. That was prior to our Thanksgiving break. We then had weeks in December, into our Holiday break. We did not have a phone message stating she was withdrawing from class, nor was there a message to call her on our machine. She had prepaid for December tuition. Clients who pay a month in advance, receive a discount for monthly tuition by doing so. She did not attend her December classes, nor did I get an email that month.Upon our return in January, we had message from her and at that time. She was phoned from the receptionist, she had said she was withdrawing from class due to medical reasons with her child. The costume had been ordered clear back to Thanksgiving break. I was unable to cancel it.I did offer her the chance to send it back and pay a "restocking fee" of $30. She had the option of that or paying the balance off and keeping the costume. I would have gladly sold it to another if I had a customer to sell it to. AT THE TIME OF OUR LAST CONVERSATION ABOUT THE COSTUME, she had informed me that her child had to take a few months off due to medical reasons, but may be returning after February. I told her she had a free month coming to her and she was entitled to take that month at any time. If her daughter returned after February, it would have been too late to order the costume again for the show. Our conversation ended with her stating she would get back to me on the costume decision. I did not hear from her again until mid-March. At that time she wanted to return. It was the day we were handing out the costumes. I had my receptionist phone her to inform her it was costume distribution and we did not want her daughter upset that others were receiving costumes and she was not. Her balance as not paid off for the costume. We did not want her pressured to make a decision that day about the costume but the others were getting theirs and her year old would not have "understood" why she wasn't. I was thinking of the kid. I was happy to have her return but we thought perhaps she should return the following week so her daughter wasn't left out of anything. t have every email that we sent back and forth. I will be sending them to you.On the matter of Delivery of the service:We have an amazing facility that I am proud of. I am up to code. We have an area just for our Kindergarten and younger called "KinderKingdom". This is located upstairs in my building - this age group has it's own lobby, bathroom, observation window, and studio. The entire place is painted with murals of fairytales and princesses. It is a child's dream. Located upstairs, within approximately feet of the dance studio entrance, is an exit to the outside with outside stairs. This is an emergency exit. The hallway itself, is a size hallway. I never had complaints on it being narrow. Again the outside exit is about feet from the entrance door to the studio. The studio size is an open space of approximately 20xfeet. We take registration for classes and we have a 'cut off'. This is why we do not return registration fees and also why the pay a month ahead fee is not returnable. We turn away clients once the class is filled. I turned down my own *** for this Mommy & Me class. She tried to enroll in November once her daughter turned 2. I have a Facebook message, stating that the class was full and we could not take another this year. We max the class at about students. For "Mommy & Me", the moms go into the room with these toddlers. This is where she may be getting people in the room. We have an Instructor as well as an Assistant in the room as well. The teacher in this class has no recollection of this mom asking about an escape plan. There are exit signs on top of the exit door in the hallway.On the matter of Billing:She paid a deposit of $for a costume that was ordered over Thanksgiving break. Our policy states that costumes cannot be changed or cancelled once the order is placed. She actually owes us a balance for this costume, but I did not pursue or pressure her for that balance.As far as her pre-aid tuition: I offered her to attend the class whenever it was convenient to do so. She has a month of class coming to her daughter. She paid a discount tuition for a class that I had closed out to other students. I have and/or had no issue with her attending any time this year or even into next year. I offered to wave the $"Skip a month" fee as well.I do feel there were communication problems which is why I would rather deal with emails. This way: it is in writing. Conversations via phone calls, can be "he said/ she said". I prefer to keep records.Bottom line: she did not inform us she wished to withdrawal from the class on any phone messages. She paid a balance towards a costume that was ordered prior to her informing us she was quitting. She actually owes us the balance, but we are NOT pursuing that matter. She did pre-pay a month of tuition that is non-refundable and stated so in the waivers that are signed by clients upon enrollment.I feel bad she felt mistreated. I believe had she stayed with us, she would have become a part of our amazing dance family. I enjoy watching these children grow up. My doors are still opened to her and my offer of 1-months of classes still stands.Thank you*** *** ***Director: Ludovici Dance Academy

#[redacted] arial, sans-serif;">This customer has issued 3 complaints, so I am addressing each separate.1st complaint:  The customer service.  The customer claims she asked to speak to the owner and was told the owner doesn't speak to anyone.  I have been in business 24 years, and spoken to thousands of clients.  This client in particular was phoning during our 4 hours of evening services.  I was in the classroom with students when she called the front desk.  I DO NOT leave the students to take phone calls.  She was told to email me and I would get back to her.  My email is available on our website as well as in our annual brochure the clients receive upon registration.Now:  the night she first called and asked to speak to the teacher:  it was an evening she phoned the studio 3 times within one night.  Her daughter and her attend "Mommy & me" class together.  On that particular evening, one of the moms handed out treat bags to all the students to celebrate her daughter's Birthday.  Keep in mind, each toddler's mother are with them, so these bags were distributed with moms there.  Prior to leaving, the mom was at the front desk with her child going over fees for tuition and costumes.  At this time, she DID NOT inform the secretary of an issue.  Her child walked into our office (opening the door on her own) and took candy off of the desk of the secretary.  The receptionist informed the mother the child was taking candy.  This was not candy available to students or for students, this was the receptionist's food.  The mom told her daughter to ask first.  The child did not ask, she instead poured the entire tray of the secretary's personal snacks into her treat bag.  The receptionist  told the mom "she took all of it".  Again, it was ignored and they left.  Within 1 hour, the receptionist received a phone call.  The mom was upset because she said her daughter ate too much candy and it ruined her appetite for dinner.  Her daughter was screaming in the background and the mom was very upset because she felt her daughter had too much sugar.  She was upset with the mother who brought the treats, stating that people should not hand out treats to kids, due to it possibly ruining their dinner.  She phoned the studio 3 times over this and did ask the receptionist to have the teacher phone her back over this matter, as well as get me out of my class to speak to her about 'candy'.  The receptionist reminded the mother that the child also came into the office and took treats off of the desk as well.  Somehow the mom felt it was our fault that the child had the candy AND that she ate the entire portion of the candy on her car ride home.  To be honest, we thought it was a humorous story: one for the books.  She did ask the teacher to call her back because she wanted us to inform our clients they should not pass out treats.  We did not want to do this because we felt it would have offended the mom who brought the treats and did so as a kind gesture.  This was the Instructor's first day back to work since her dad had passed away.  She had buried her father less than a week ago.  When she was told a mom wanted her to call her over candy, the teacher did not return the call at the time.  Instead, she was going to speak to her in person the following week after the mom had some cooling time.  Again, she phoned the studio 3 times in one evening about her daughter eating too much candy and not eating her dinner.  This incident did take place and occur.  That was prior to our Thanksgiving break.  We then had 2 weeks in December, into our Holiday break.  We did not have a phone message stating she was withdrawing from class, nor was there a message to call her on our machine.  She had prepaid for December tuition.  Clients who pay a month in advance, receive a discount for monthly tuition by doing so.  She did not attend her December classes, nor did I get an email that month.Upon our return in January, we had message from her and at that time.  She was phoned from the receptionist, she had said she was withdrawing from class due to medical reasons with her child.  The costume had been ordered clear back to Thanksgiving break.  I was unable to cancel it.I did offer her the chance to send it back and pay a "restocking fee" of $30.  She had the option of that or paying the balance off and keeping the costume.  I would have gladly sold it to another if I had a customer to sell it to.  AT THE TIME OF OUR LAST CONVERSATION ABOUT THE COSTUME, she had informed me that her child had to take a few months off due to medical reasons, but may be returning after February.  I told her she had a free month coming to her and she was entitled to take that month at any time.  If her daughter returned after February, it would have been too late to order the costume again for the show.  Our conversation ended with her stating she would get back to me on the costume decision.  I did not hear from her again until mid-March.  At that time she wanted to return.  It was the day we were handing out the costumes.  I had my receptionist phone her to inform her it was costume distribution and we did not want her daughter upset that others were receiving costumes and she was not.  Her balance as not paid off for the costume.  We did not want her pressured to make a decision that day about the costume but the others were getting theirs and her 2 year old would not have "understood" why she wasn't.  I was thinking of the kid.  I was happy to have her return but we thought perhaps she should return the following week so her daughter wasn't left out of anything.  t have every email that we sent back and forth.  I will be sending them to you.On the matter of Delivery of the service:We have an amazing facility that I am proud of.  I am up to code.  We have an area just for our Kindergarten and younger called "KinderKingdom".  This is located upstairs in my building - this age group has it's own lobby, bathroom, observation window, and studio.  The entire place is painted with murals of fairytales and princesses.  It is a child's dream.  Located upstairs, within approximately 50 feet of the dance studio entrance, is an exit to the outside with outside stairs.  This is an emergency exit.  The hallway itself, is a normal size hallway.  I never had complaints on it being narrow.  Again the outside exit is about 15 feet from the entrance door to the studio.  The studio size is an open space of approximately 20x20 feet.  We take registration for classes and we have a 'cut off'.  This is why we do not return registration fees and also why the pay a month ahead fee is not returnable.  We turn away clients once the class is filled.  I turned down my own [redacted] for this Mommy & Me class.  She tried to enroll in November once her daughter turned 2.  I have a Facebook message, stating that the class was full and we could not take another this year.  We max the class at about 15 students.  For "Mommy & Me", the moms go into the room with these toddlers.  This is where she may be getting 30 people in the room.  We have an Instructor as well as an Assistant in the room as well.  The teacher in this class has no recollection of this mom asking about an escape plan.  There are exit signs on top of the exit door in the hallway.On the matter of Billing:She paid a deposit of $60 for a costume that was ordered over Thanksgiving break.  Our policy states that costumes cannot be changed or cancelled once the order is placed.  She actually owes us a balance for this costume, but I did not pursue or pressure her for that balance.As far as her pre-aid tuition:  I offered her to attend the class whenever it was convenient to do so.  She has a month of class coming to her daughter.  She paid a discount tuition for a class that I had closed out to other students.  I have and/or had no issue with her attending any time this year or even into next year.  I offered to wave the $10 "Skip a month" fee as well.I do feel there were communication problems which is why I would rather deal with emails.  This way:  it is in writing.  Conversations via phone calls, can be "he said/ she said".  I prefer to keep records.Bottom line:  she did not inform us she wished to withdrawal from the class on any phone messages.  She paid a balance towards a costume that was ordered prior to her informing us she was quitting.  She actually owes us the balance, but we are NOT pursuing that matter.  She did pre-pay a month of tuition that is non-refundable and stated so in the waivers that are signed by clients upon enrollment.I feel bad she felt mistreated.  I believe had she stayed with us, she would have become a part of our amazing dance family.  I enjoy watching these children grow up.  My doors are still opened to her and my offer of 1-2 months of classes still stands.Thank you[redacted]Director:  Ludovici Dance Academy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10581908, and find that this resolution is satisfactory to me. Good Morning,I will take the offer of the dress refund, show tickets and the make up class.  Please give me the details of the show timings and if I can bring my husband as well.Thanks,
Regards,
[redacted]

Review: Hello, I have three complaints against this business, the first issue is the customer service, the second is delivery of their service and the third is billing issue. The Issue - requested cancellation of the dress and refund of class fee or provided make up class. The class was 'Mommy & Me'. Overall impression - they care only and only for money, not for students or their safety. Their attitude is 'I don't care'. Very unprofessional!For customer service - none of the calls were returned on time to discuss the issue, the request to speak to the owner was rejected saying the owner doesn't speak to anyone. I had to go the office in person to get owner's email address. The reception is not easy to deal with, there is no focus on handling any issue promptly and zero focus is on the customer service. The receptionist doesn't care if you need immediate assistance or what you are requesting is provided or your complaint is heard or recorded for that matter. No matter how many times you call the receptionist has that 'I don't care attitude'. False information is provided and then gets changed again. So it is hard to know what is accurate and what to believe. For Delivery of Service - I had concerns related to city code of occupancy in the class room, the class room is pretty small for 30 people and hallway is very very narrow, so in case of fire, how would we escape? Shouldn't emergency exit plan be posted in the hallway. I had raised my voice in the class regarding this but none of the Instructor's responded to me. I was very shocked and surprised by this cold treatment and 'I don't care attitude' of this academy. No one has time to listen to your question.For Billing - kept giving mixed messages such as, we will try to cancel your dress; the dress was cancelled so come next season, we will give you the money back; no the dress wasn't cancelled, you didn't come for the class so its all your fault; we are not giving you any money back; okay, you pay for the dress and we will give you.Desired Settlement: December month fee and dress deposit should be returned. This kind of treatment should never be given to any other student/parent. If you are running a business, then you have to listen to the customer, return their phone call and handle the issue immediately. If the owner cannot attend then a responsible manager should handle this professionally!! Issue details should be logged so no statements can be changed later on. Every business has liability and responsibility towards its clients.

Business

Response:

#[redacted]This customer has issued 3 complaints, so I am addressing each separate.1st complaint: The customer service. The customer claims she asked to speak to the owner and was told the owner doesn't speak to anyone. I have been in business 24 years, and spoken to thousands of clients. This client in particular was phoning during our 4 hours of evening services. I was in the classroom with students when she called the front desk. I DO NOT leave the students to take phone calls. She was told to email me and I would get back to her. My email is available on our website as well as in our annual brochure the clients receive upon registration.Now: the night she first called and asked to speak to the teacher: it was an evening she phoned the studio 3 times within one night. Her daughter and her attend "Mommy & me" class together. On that particular evening, one of the moms handed out treat bags to all the students to celebrate her daughter's Birthday. Keep in mind, each toddler's mother are with them, so these bags were distributed with moms there. Prior to leaving, the mom was at the front desk with her child going over fees for tuition and costumes. At this time, she DID NOT inform the secretary of an issue. Her child walked into our office (opening the door on her own) and took candy off of the desk of the secretary. The receptionist informed the mother the child was taking candy. This was not candy available to students or for students, this was the receptionist's food. The mom told her daughter to ask first. The child did not ask, she instead poured the entire tray of the secretary's personal snacks into her treat bag. The receptionist told the mom "she took all of it". Again, it was ignored and they left. Within 1 hour, the receptionist received a phone call. The mom was upset because she said her daughter ate too much candy and it ruined her appetite for dinner. Her daughter was screaming in the background and the mom was very upset because she felt her daughter had too much sugar. She was upset with the mother who brought the treats, stating that people should not hand out treats to kids, due to it possibly ruining their dinner. She phoned the studio 3 times over this and did ask the receptionist to have the teacher phone her back over this matter, as well as get me out of my class to speak to her about 'candy'. The receptionist reminded the mother that the child also came into the office and took treats off of the desk as well. Somehow the mom felt it was our fault that the child had the candy AND that she ate the entire portion of the candy on her car ride home. To be honest, we thought it was a humorous story: one for the books. She did ask the teacher to call her back because she wanted us to inform our clients they should not pass out treats. We did not want to do this because we felt it would have offended the mom who brought the treats and did so as a kind gesture. This was the Instructor's first day back to work since her dad had passed away. She had buried her father less than a week ago. When she was told a mom wanted her to call her over candy, the teacher did not return the call at the time. Instead, she was going to speak to her in person the following week after the mom had some cooling time. Again, she phoned the studio 3 times in one evening about her daughter eating too much candy and not eating her dinner. This incident did take place and occur. That was prior to our Thanksgiving break. We then had 2 weeks in December, into our Holiday break. We did not have a phone message stating she was withdrawing from class, nor was there a message to call her on our machine. She had prepaid for December tuition. Clients who pay a month in advance, receive a discount for monthly tuition by doing so. She did not attend her December classes, nor did I get an email that month.Upon our return in January, we had message from her and at that time. She was phoned from the receptionist, she had said she was withdrawing from class due to medical reasons with her child. The costume had been ordered clear back to Thanksgiving break. I was unable to cancel it.I did offer her the chance to send it back and pay a "restocking fee" of $30. She had the option of that or paying the balance off and keeping the costume. I would have gladly sold it to another if I had a customer to sell it to. AT THE TIME OF OUR LAST CONVERSATION ABOUT THE COSTUME, she had informed me that her child had to take a few months off due to medical reasons, but may be returning after February. I told her she had a free month coming to her and she was entitled to take that month at any time. If her daughter returned after February, it would have been too late to order the costume again for the show. Our conversation ended with her stating she would get back to me on the costume decision. I did not hear from her again until mid-March. At that time she wanted to return. It was the day we were handing out the costumes. I had my receptionist phone her to inform her it was costume distribution and we did not want her daughter upset that others were receiving costumes and she was not. Her balance as not paid off for the costume. We did not want her pressured to make a decision that day about the costume but the others were getting theirs and her 2 year old would not have "understood" why she wasn't. I was thinking of the kid. I was happy to have her return but we thought perhaps she should return the following week so her daughter wasn't left out of anything. t have every email that we sent back and forth. I will be sending them to you.On the matter of Delivery of the service:We have an amazing facility that I am proud of. I am up to code. We have an area just for our Kindergarten and younger called "KinderKingdom". This is located upstairs in my building - this age group has it's own lobby, bathroom, observation window, and studio. The entire place is painted with murals of fairytales and princesses. It is a child's dream. Located upstairs, within approximately 50 feet of the dance studio entrance, is an exit to the outside with outside stairs. This is an emergency exit. The hallway itself, is a normal size hallway. I never had complaints on it being narrow. Again the outside exit is about 15 feet from the entrance door to the studio. The studio size is an open space of approximately 20x20 feet. We take registration for classes and we have a 'cut off'. This is why we do not return registration fees and also why the pay a month ahead fee is not returnable. We turn away clients once the class is filled. I turned down my own [redacted] for this Mommy & Me class. She tried to enroll in November once her daughter turned 2. I have a Facebook message, stating that the class was full and we could not take another this year. We max the class at about 15 students. For "Mommy & Me", the moms go into the room with these toddlers. This is where she may be getting 30 people in the room. We have an Instructor as well as an Assistant in the room as well. The teacher in this class has no recollection of this mom asking about an escape plan. There are exit signs on top of the exit door in the hallway.On the matter of Billing:She paid a deposit of $60 for a costume that was ordered over Thanksgiving break. Our policy states that costumes cannot be changed or cancelled once the order is placed. She actually owes us a balance for this costume, but I did not pursue or pressure her for that balance.As far as her pre-aid tuition: I offered her to attend the class whenever it was convenient to do so. She has a month of class coming to her daughter. She paid a discount tuition for a class that I had closed out to other students. I have and/or had no issue with her attending any time this year or even into next year. I offered to wave the $10 "Skip a month" fee as well.I do feel there were communication problems which is why I would rather deal with emails. This way: it is in writing. Conversations via phone calls, can be "he said/ she said". I prefer to keep records.Bottom line: she did not inform us she wished to withdrawal from the class on any phone messages. She paid a balance towards a costume that was ordered prior to her informing us she was quitting. She actually owes us the balance, but we are NOT pursuing that matter. She did pre-pay a month of tuition that is non-refundable and stated so in the waivers that are signed by clients upon enrollment.I feel bad she felt mistreated. I believe had she stayed with us, she would have become a part of our amazing dance family. I enjoy watching these children grow up. My doors are still opened to her and my offer of 1-2 months of classes still stands.Thank you[redacted]Director: Ludovici Dance Academy

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Revdex.com [redacted]

[redacted] Complaint ID [redacted] I am rejecting the response from the business. The information provided by the business is incorrect and full of lies. 1. I had asked the receptionist to schedule a meeting with the owner and DID NOT say that she has to get out of her class, so this is the first lie. 2. I had suggested to the receptionist that healthy treats can be and should be given instead of pumping pure sugar into kids. 3. My child took only one candy from the shelf not the entire tray of treat which they are saying was receptionist's food, not sure where they are coming up with all the stories instead of understanding the matter. Every parent wishes to give healthy treats to their kids. I always give rice crisps, multi grain chips, animal crackers or cheez-it to my child. While the entire story is made up about my child taking entire candy tray, what the owner didn't mention was that the child got to receptionist desk is because I was standing at the counter waiting for her while the receptionist was busy chit­chatting with someone totally ignoring the point that I am standing and waiting. Then after standing for 5 mins and waving to the receptionist, I took a seat and some one else came at the counter to make the payment. Receptionist went ahead to attend her and totally ignoring that I was the first who had been waiting. 4. Since I am paying them the fees, I have the right to ask to see the owner, set up a meeting or speak with her. I have the right to ask for a meeting with her. 5. I had called them 3 times in December too and left messages to call me back but no one called me until Jan 2nd. 6. In the entire paragraph of lies they have written and mentioned that my point is humorous; point to be noted is that no one called me back. Instead they kept saying that owner doesn't speak to anyone and she will not set up a meeting with me at all. Again, I never asked that owner should quit her class and talk to me, instead had asked the owner to call me either before or after her class, which is a reasonable and sensible thing to do. 7. Despite all this no one called me back or set up a meeting as I wanted. 8. Instead they called me on Jan 2nd, again I asked for the owner but got the same reply, she doesn't talk to or meet with anyone; so finally I decided to go the studio personally and see why receptionist is doing this. So when I walked in, other teachers were standing and I asked the same question, why the owner will not meet with me, then those teachers suggested that I should send an email to her and see if she will meet with me. 9. The owner has mentioned that her email address is on Facebook and the contract, so why can't the receptionist give me the information, why do I have to find it via Facebook or contract? I called and spoke to the receptionist and specifically asked to meet with the owner numerous times. 10. My child had health issues from mid-november till end of Jan, so I was under a lot of stress and didn’t have time to spend on Facebook or Contract and was hoping that I should talk to the receptionist and she should point me to the right direction. 11. There was no email in the month of December because I didn't have the email address till Jan 2nd when I specially went to the studio to get it. 12. I had asked them to either return the dress or try to sell it to someone else because they always get new admission. After that I didn't have time to follow up them thinking they will do the right thing since I had written to the owner and I had to attend to my child, which is my number one priority. 13. When I called them in March, since my child was feeling better, to try to continue the class. I received the call back from the receptionist and she told me that the dress the already given to someone else so I should not come back and should instead come during the next season. Receptionist’s comment was that the class is more than half way done so it makes sense to come in the next season. She said that since the December money is already paid, they will give one free month in the next season. So I ended the call, saying that alright we agree that I will not come today and I will come in the next season. Receptionist said that I can stop by anytime to get my deposit back and since December fee cannot be returned they will give me one free month during the next season. 14. Two hours later, I got a call and the receptionist said that they found the dress so I have to pay the remaining balance and pick it up and asked me that why I DID NOT show up for the class? She also said that it is all my FAULT. It felt rude. I reminded her about all the discussion we just had just 2 hours ago. Her response was, "oh I don't know!", you have to pay for the dress and you can get December money back if you want. Point to be noted - 2 hours ago, I was told that December money cannot be refunded and now that money can be refunded. 15. This conversation gave me a headache so I ended the call saying I will have to think. I wrote to the owner and asked her what is going on. The owner's response was that they made the mistake and miscommunicated; and she was standing right behind the receptionist when she called me 2 hours later. My point is why couldn't the owner talk to me directly? Why they are creating so much confusion? If they have accepted the mistake why don't they fix it and honor their word. How can they expect me to change my plans, have me go first there is no dress, don't come in, get your money back; then all of a sudden, we have your dress, we made the mistake so now you have to come in, there will be no refund for you. I am attaching the content from owner's email below as well. 16. Owner made the excuse they didn't want child to cry if she wasn't given the dress, first of all why was the wrong information given to me? Why was I told that it is all my FAULT? Also, I could have left the class after the dance and distribution to the other kids could be easily done. My child wouldn't have known that dresses were distributed, I could have taken her out of the class after the dance that day and they could carry on with the distribution. The owner could have talked to me and resolved the matter BUT they didn't. Instead made the mistake and made up further excuses to cover up. Not even once they asked me how is my child doing, how is her health now? NOTHING. I was so disappointed by their treatment, paying attention, caring or owning their mistakes. Simply rude! 17. The dance room size is so so small, just 20X20 approx for 15 kids + 15 moms + 2 teachers = 32 total count, the room size is for a master bedroom. It gets so congested, no room to walk, no air to breathe. It feels suffocated there, do they pay attention? It is all about money. Why can't they split and do two classes so that everyone gets some room. How can you dance or practice or do anything even if it is for one hour/45 mins. I am paying for that time, I should have enough room to walk/dance/ practice. Instead we have to hold our child and stand by the wall so that teacher can have some room in the middle. I have also reported this to the fire department of the area because it is not safe to have that many people in one room. 18.I had been trying to reach the owner since before the Thanksgiving break so that I could get that dress cancelled and get my money back. But they gave me such a hard time and along with it I had to deal with my child's health issue. [redacted] I did inform the owner about what I am dealing with but they didn't care. They were totally insensitive to the issue that my child is going through so much while she won't be able to enjoy Thanksgiving, Christmas or New Years! 19. I am very disappointed with these people, instead of being responsible, and taking care of their customers, they are making excuses, and fabricating false stories about candy and telling lies that no calls were made in December. I thought it is local business and they would care about their clients/community but it turned out to be like any offshore company which gives you just their fax number for correspondence. Owner said that she has spoken to thousand's of clients then why couldn't she take out 15 mins to talk to me while I had been repeatedly asking for it. Being in a business 24 years doesn't mean that you can mistreat or ignore your client. 20. In a nutshell, I will never ever go back there. They should return my money and stop telling lies. No other customer should ever have to go through this. 21. Below I am attaching the email which owner sent to me on March 24 after I wrote to her to find out what is going on and why is the receptionist giving contradictory information every time we speak. You can read from her response that how they don’t pay attention to detail. The owner acknowledges her mistake and agrees that she should have called me and still refuses to provide the refund. If I was in her place, I would have reprimanded the employee and asked them to do their job correctly. I would have issued full refund and set up a meeting with the client. It the owner wished to have a written log then our discussion during the meeting could have been followed up via email as well. Thanks, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10581908, and find that this resolution is satisfactory to me. Good Morning,