Muscat Auto-Excel, LLC

It was brought to my attention via email on Sunday, February 14, 2016, that one of our students had a poor experience at our Parent's Night Outevent February 12, Upon receiving this email, I called and spoke with the family Monday, February 15, 2016.On February 15th, I called the family to see what the child said she had experiencedThe parents mentioned there was another child yelling at her during the event and that she was bumped during the dance party at the end of the eveningAt this time, I let the parents know that I would speak with the coaches who worked with their daughter to get their input.On Feb 16th, I called the parents backAfter speaking with her group coach who was working with their daughter during the evening of Feb 12th as well as the supervising coach who was sitting with their daughter when her parents arrived to pick her up, I learned that her group coach did not have a student name to help us further address the student who made their daughter uncomfortable.The evening of Feb 12th, the supervising coach noticed that their daughter was upset and in tearsShe, in an attempt to help, reached out and asked her what happenedTheir daughter indicated to her she was bumped on the shoulder when they were having the dance partyThe supervising coach took 5-minutes to stay with their daughter to help make her feel comfortable and discuss what was bothering herThe supervising coach then asked if she would like to join the dance party again, at which point she didHowever, their daughter soon began to cry again so they stoppedAt that time, the parents came back and their daughter turned to them in tearsThe supervising coach made efforts to see what happened but their daughter was notable to articulate what she was feeling at that timeThe Supervising coach did express that she was bumped on the shoulder as a child ran past her at the dance partyThe person who bumped their daughter was not noted as your daughter had her back to the person who bumped herAt this time, upon discussing the information I obtained from our staff, the family indicated they did not feel comfortable returning to class.Prior to this incident, all seemed to be going well at class and previous parent's night out activitiesTherefore, offered a "freeze" of their account to allow their child a break feeling like it would be worth a try to return to class.On February 17th, offered a "freeze" on their accountThe parents thought some time or a break would be worth a try to see if their daughter would like to return to classIt was not until we received the complaint via the Revdex.com that we were aware they would like a refundIt was not discussed beyond the "freeze" on the account that we would reach back out to themWe let the parents know we would wait to hear from them if they would like to returnOn February 17th, the parents were satisfied with the "freeze" on the account with time in between to returnThe account "freeze" was held indefinitely for them.I have addressed this issue with the coaches involved and reminded them we do not accept any form of bullyingTheir daughter referenced a girl yelling at her and she was bumped when the children were doing a dance party on the floor.We did make an effort to follow up immediately when the concern was presented via email and personal calls over the phoneWe did ask if their daughter could describe the student who was yelling ather, and at the time we were not able to describe or identify her.We tried to speak with their daughter on a couple occasions to see if we could pinpoint who was yelling at her that nightWe spoke with the coaches who supervised her during the evening to obtain more information.With no additional information from the family or information noted from the coaches involved we chose to wait to hear back from the family as to whether or not they would be returning to class.We, at NCG/GK take bullying issues seriously and have held training sessions during our weekly staff meetings,This was an unfortunate situation and we will sincerely miss having your daughterWe are hopeful that sometime, in the future, she will want to return to our classes and / or eventsEnclosed, please find a check to refund your February class fees in the amount of $Also, feel free to contact myself or Our Director of Operations, [redacted] , with any further comments or concerns you may have.Sincerely, [redacted] General Manager [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

It was brought to my attention via email on Sunday, February 14, 2016, that one of our students had a poor experience at our Parent's Night Outevent February 12, 2016. Upon receiving this email, I called and spoke with the family Monday, February 15, 2016.On February 15th, I called the family to see...

what the child said she had experienced. The parents mentioned there was another child yelling at her during the event and that she was bumped during the dance party at the end of the evening. At this time, I let the parents know that I would speak with the coaches who worked with their daughter to get their input.On Feb 16th, I called the parents back. After speaking with her group coach who was working with their daughter during the evening of Feb 12th as well as the supervising coach who was sitting with their daughter when her parents arrived to pick her up, I learned that her group coach did not have a student name to help us further address the student who made their daughter uncomfortable.The evening of Feb 12th, the supervising coach noticed that their daughter was upset and in tears. She, in an attempt to help, reached out and asked her what happened. Their daughter indicated to her she was bumped on the shoulder when they were having the dance party. The supervising coach took 5-10 minutes to stay with their daughter to help make her feel comfortable and discuss what was bothering her. The supervising coach then asked if she would like to join the dance party again, at which point she did. However, their daughter soon began to cry again so they stopped. At that time, the parents came back and their daughter turned to them in tears. The supervising coach made efforts to see what happened but their daughter was notable to articulate what she was feeling at that time. The Supervising coach did express that she was bumped on the shoulder as a child ran past her at the dance party. The person who bumped their daughter was not noted as your daughter had her back to the person who bumped her. At this time, upon discussing the information I obtained from our staff, the family indicated they did not feel comfortable returning to class.Prior to this incident, all seemed to be going well at class and previous parent's night out activities. Therefore, offered a "freeze" of their account to allow their child a break feeling like it would be worth a try to return to class.On February 17th, offered a "freeze" on their account. The parents thought some time or a break would be worth a try to see if their daughter would like to return to class. It was not until we received the complaint via the Revdex.com that we were aware they would like a refund. It was not discussed beyond the "freeze" on the account that we would reach back out to them. We let the parents know we would wait to hear from them if they would like to return. On February 17th, the parents were satisfied with the "freeze" on the account with time in between to return. The account "freeze" was held indefinitely for them.I have addressed this issue with the coaches involved and reminded them we do not accept any form of bullying. Their daughter referenced a girl yelling at her and she was bumped when the children were doing a dance party on the floor.We did make an effort to follow up immediately when the concern was presented via email and personal calls over the phone. We did ask if their daughter could describe the student who was yelling ather, and at the time we were not able to describe or identify her.We tried to speak with their daughter on a couple occasions to see if we could pinpoint who was yelling at her that night. We spoke with the coaches who supervised her during the evening to obtain more information.With no additional information from the family or information noted from the coaches involved we chose to wait to hear back from the family as to whether or not they would be returning to class.We, at NCG/GK take bullying issues seriously and have held training sessions during our weekly staff meetings,This was an unfortunate situation and we will sincerely miss having your daughter. We are hopeful that sometime, in the future, she will want to return to our classes and / or eventsEnclosed, please find a check to refund your February class fees in the amount of $88.00. Also, feel free to contact myself or Our Director of Operations, [redacted], with any further comments or concerns you may have.Sincerely,[redacted] General Manager [redacted]