Music Factory

Dear Resolutions and [redacted] ***, ID # [redacted] from The Music Factory Response from The Music Factory to Mr [redacted] is attached as a PDF and can be sent in another format if you wantWe will send it as a letter as soon as we can Please see attached In short, We are happy you understand there are two sides to every storyWe refunded the complainant for what was owed (two double bills totaling $405)The Complainant thanked us but continued to ask for more money For years The Music Factory has taught over a thousand happy customersEveryone signs the agreement and understands The Music Factory bills monthly for each month in advanceAll Music Factory lessons are weekly, and recurringThe Music Factory has never had a complaint like this since opening up for businessMusic Factory customers are mostly kids who take music lessonsThis student is an Adult student, Music Factory teaches about 80% kids and 20% adults Many families and adult students are very happy and understand our policiesWhen asked for a break down of billing, The Music Factory explained our policies to the Complainant Lessons are billed at the start of each month and for the entire month of lessons, Missed and Cancelled lessons are non refundable as it states on line and of the agreement sign up sheet The Complainant did not appear to understand the policies or recall signing the agreement formAfter asking a few times we provided a copy in hopes he would stop asking for a refund, and would not write a bad reviewThe Complainant started lessons on Feb 27th, and provided written notice of stopping lessons on June 24thWe ask for four weeks written notice but as a courtesy we did not bill any more after June 30thPlease see the attached PDF for a formal response, and a PDF of our policies which all students signWe are just practicing what is on the signed agreement formHis music teacher says they did not cancel any of the designated lessons days, only in attempts to try to make up an original lessons date was there any problemsIn the policy item it states; You may try to reschedule a missed lesson with your teacher and your teacher will try to work with your schedule to try to make up these lessons however this is up to the teacher on a case by case basisWhen asked about the situation the teacher responded, the Complainant kept canceling lessons, often times the day of or just not showing upThe Music Factory is tremendously sorry there was this misunderstanding, and truly wishes it weren't soIf there is ever an error in billing the Music Factory has always been and will be more then happy to correct the issue, we have looked at this issue, However, there are no remaining amounts over billed or owed to this customer Thanks very much for what you do The Music Factory

Thank your letter regarding the recent complaint to the Revdex.com, which was routed to my attentionthis weekThe Music Factory offers a variety of music lessons to children and adults to people of all skill levelsand interestsThe complainant signed up for music lessons at the Music
Factory and states that he wasoverchargedWe have thoroughly examined the complainant’s records and have concluded that there was noovercharge in his case
Per its billing policy, the Music Factory bills for the full month in advanceAdditionally, the Music Factory doesnot refund students for lessons which they cancel, regardless of the amount of advance notice we receiveWeunderstand that these policies do not work for everyoneThat is why we make sure that the policies are clearlystated on the student enrollment form, which each student signs before taking a single lesson at the MusicFactoryThese policies are clearly demarcated on the enrollment form, a copy of which the complainant receivedand signedThe complainant’s enrollment form also indicates that he signed up for music lessons at the MusicFactory at a rate of $per classA copy of the complainant’s signed enrollment form is attached hereto asExhibit APayment information has been redacted to protect the complainant’s privacy.The complainant commenced weekly Music Lessons on February 27, 2016, and he provided written notice ofcancellation on June 24, Note that when taking weekly classes most months have weeks in them, andsome months have weeksHe was charged for the following number of lessons while he was enrolled as astudent, in accordance with the monthly billing policy:
February 2016: week @ $= $45March 2016: weeks @ $= $180April 2016: weeks @ $= $225May 2016: weeks @ $= $180June 2016: weeks @ $= $180TOTAL: $
After June 24, 2016, the complainant complained to the Music Factory about our policy of billing for the month inadvanceThe complainant did not recall receiving notice of the Music Factory’s policiesWe informed thecomplainant that he signed a student enrollment form in which these policies were clearly explained when hebecame a studentA copy of this signed enrollment form was provided to the complainant.We did have a technical issue with our billing company Paypal, which resulted in several duplicate electronicbillings, including a duplicate charge of $and a duplicate charge of $to the claimantThese duplicatecharges were clearly in errorAs soon as we were alerted to this technical problem, the duplicate charges werefully refunded to complainant
In August 2016, the complainant thanked the Music Factory for refunding the Paypal duplicate chargesThecomplainant requested additional money for ‘missed or cancelled lessons.’ The Music Factory emailed thecomplainant explaining the billing polices regarding missed or cancelled lessonsSeparately, I have spoken withthe complainant’s music instructor, who advised that any missed classes were initiated by the complainantThisinstructor has been here for many years and has a great record of prompt attendance for classesIt is anunfortunate reality that the music industry is challenging for musiciansWe crafted our policies with theknowledge that many people try music lessons with the intention of dedicating their time to learning aninstrument, but often forget about their lessons or prioritize other activitiesThings come up, however, ourteachers must be paid for their time
Although our written policy states that billing stops with weeks advance notice, after receiving thecomplainant’s written notice of intent to discontinue classes on June 24th, we did not charge the complainant forany period after June 30th, This was done as a courtesy to the complainant.The Music Factory does not want unhappy students for any reason, and we sincerely regret that amisunderstanding has arisen regarding our billing policies in this instanceHowever, there are no remainingamounts overbilled or owed to this customerWe are reviewing our policies to prevent any futuremisunderstandings with the Music Factory’s students
Sincerely,
The Music Factory

Dear Resolutions and [redacted], 
 
 ID # [redacted] from The Music Factory 
 
Response from The Music Factory to Mr. [redacted] is attached as a PDF and can be sent in another format if you want. We will send it as a letter as soon as we can. 
 
Please see attached. 
 
In short, We are happy you understand there are two sides to every story. We refunded the complainant for what was owed (two double bills totaling $405). The Complainant thanked us but continued to ask for more money.  For 8 years The Music Factory has taught over a thousand happy customers. Everyone signs the agreement and understands The Music Factory bills monthly for each month in advance. All Music Factory lessons are weekly, and recurring. The Music Factory has never had a complaint like this since opening up for business. Music Factory customers are mostly kids who take music lessons. This student is an Adult student, Music Factory teaches about 80% kids and 20% adults.  Many families and adult students are very happy and understand our policies. When asked for a break down of billing, The Music Factory explained our policies to the Complainant  Lessons are billed at the start of each month and for the entire month of lessons, Missed and Cancelled lessons are non refundable as it states on line 6 and 7 of the agreement sign up sheet.  The Complainant did not appear to understand the policies or recall signing the agreement form. After asking a few times we provided a copy in hopes he would stop asking for a refund, and would not write a bad review. The Complainant started lessons on Feb 27th, and provided written notice of stopping lessons on June 24th. We ask for four weeks written notice but as a courtesy we did not bill any more after June 30th. Please see the attached PDF for a formal response, and a PDF of our policies which all students sign. We are just practicing what is on the signed agreement form. His music teacher says they did not cancel any of the designated lessons days, only in attempts to try to make up an original lessons date was there any problems. In the policy item 8 it states; You may try to reschedule a missed lesson with your teacher and your teacher will try to work with your schedule to try to make up these lessons however this is up to the teacher on a case by case basis. When asked about the situation the teacher responded, the Complainant kept canceling lessons, often times the day of or just not showing up. The Music Factory is tremendously sorry there was this misunderstanding, and truly wishes it weren't so. If there is ever an error in billing the Music Factory has always been and will be more then happy to correct the issue, we have looked at this issue, However, there are no remaining amounts over billed or owed to this customer.
 
Thanks very much for what you do. 
 
The Music Factory