Mathnasium of Ocotillo

Thank you for your help in resolving this issue. The details of my transactions with the concerned customer are below. All of my conversations regarding enrollment were with [redacted] mother, [redacted]. We initially spoke by phone, and then in person at Mathnasium. When she enrolled, she was aware of...

all costs involved and paid for enrollment plus one month of tuition. Enrollment includes one-time fees for an initial assessment and supplies, both of which were explained in detail. The tuition includes 10 math instruction sessions each month, which in this case was for March. These details are on the attached enrollment agreement, signed by [redacted] on 2/28/2015.[redacted] took the assessment, we analyzed it and created his custom curriculum (covered by the enrollment fees). He attended Mathnasium for math instruction three times in March. We have a drop-in policy, so no appointments were necessary to attend the allotted 10 sessions that were covered in the one-month membership. [redacted] called 3 or 4 times on the afternoon and evening of Monday, 3/30/2015, and I was unable to take any calls because of a family event. I called him back at about 7:45 pm and understanding how frustrating it might have been not to reach me immediately, I apologized for missing his calls. He immediately escalated the issue, accused me of fraud and threatened to call the police, and demanded a refund. Since some of the services had been used, I offered to let [redacted] use his remaining 7 math sessions at any point in the future, in effect removing the contractual expiration date. He declined that offer and again threatened to call the police, the Revdex.com, and threatened to come to Mathnasium and stare at me until I gave him a refund. Between [redacted] enrollment on 2/28/2015 and the conversation I had with [redacted] on the evening of 3/30/2015, there was never any indication that they were unhappy or unable to attend. The first time I heard that they were not satisfied was when I returned [redacted]’s call, with him threatening to call the police, accusing me of fraud, etc. If [redacted], or [redacted] had communicated with me earlier, I am confident that we could have worked out an agreement rather than immediately escalating to threats. As it is, all I was given was threats and demands.My offer to [redacted] is still valid. I am happy to have [redacted] attend 7 more sessions at any time in the future, which would provide him with the 10 sessions that were paid for on 2/28/2015, even though those sessions have contractually expired. I am glad for the opportunity to have this issue resolved and I am eager and willing to bring this to a close in a way that leaves everyone believing they were dealt with fairly.

Thank you for your help in resolving this issue. The details of my transactions with the concerned customer are below. All of my conversations regarding enrollment were with [redacted] mother, [redacted]. We initially spoke by phone, and then in person at Mathnasium. When she enrolled, she was aware of...

all costs involved and paid for enrollment plus one month of tuition. Enrollment includes one-time fees for an initial assessment and supplies, both of which were explained in detail. The tuition includes 10 math instruction sessions each month, which in this case was for March. These details are on the attached enrollment agreement, signed by [redacted] on 2/28/2015.[redacted] took the assessment, we analyzed it and created his custom curriculum (covered by the enrollment fees). He attended Mathnasium for math instruction three times in March. We have a drop-in policy, so no appointments were necessary to attend the allotted 10 sessions that were covered in the one-month membership. [redacted] called 3 or 4 times on the afternoon and evening of Monday, 3/30/2015, and I was unable to take any calls because of a family event. I called him back at about 7:45 pm and understanding how frustrating it might have been not to reach me immediately, I apologized for missing his calls. He immediately escalated the issue, accused me of fraud and threatened to call the police, and demanded a refund. Since some of the services had been used, I offered to let [redacted] use his remaining 7 math sessions at any point in the future, in effect removing the contractual expiration date. He declined that offer and again threatened to call the police, the Revdex.com, and threatened to come to Mathnasium and stare at me until I gave him a refund. Between [redacted] enrollment on 2/28/2015 and the conversation I had with [redacted] on the evening of 3/30/2015, there was never any indication that they were unhappy or unable to attend. The first time I heard that they were not satisfied was when I returned [redacted]’s call, with him threatening to call the police, accusing me of fraud, etc. If [redacted], or [redacted] had communicated with me earlier, I am confident that we could have worked out an agreement rather than immediately escalating to threats. As it is, all I was given was threats and demands.My offer to [redacted] is still valid. I am happy to have [redacted] attend 7 more sessions at any time in the future, which would provide him with the 10 sessions that were paid for on 2/28/2015, even though those sessions have contractually expired. I am glad for the opportunity to have this issue resolved and I am eager and willing to bring this to a close in a way that leaves everyone believing they were dealt with fairly.