Outco Inc.

Initial Business Response /* (1000, 5, 2015/09/23) */
[redacted]
Dear [redacted],
My name is [redacted] and I am the Executive Director for the Free Spirit Therapeutic Riding Association...

(FSTRA). FSTRA is a provisional center through the [redacted]. I am writing in response to the complaint filed by [redacted], Revdex.com Case #[redacted].
[redacted] was enrolled in FSTRA from [redacted] was referred to us under the name [redacted]. This error of using his mother's maiden name went unnoticed until the final week of FSTRA when each child was given a report card and certificate. At this time the issue was addressed and the name corrected.
[redacted] has contacted [redacted] (our formal Executive Director) and [redacted] (owner and operator of [redacted] and coach for FSTRA) on several occasions asking for page two of [redacted]'s paperwork to determine if in fact [redacted] was registered under the surname [redacted]. The first time [redacted] asked for these documents, everything in [redacted]'s file was given to him.
Going through our files we have determined that page two of [redacted]'s application is missing. We believe that this page went home to be signed by both parental figures, was not returned and went unnoticed by staff. We have provided all paperwork in our possession to [redacted].
If you have any questions, or would like further clarification, please do not hesitate to contact me by phone at [redacted] or by email at [redacted].
Sincerely,
[redacted]
Executive Director
Free Spirit Therapeutic Riding Association
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I need to first say, I have never stated a reason why I wanted a copy of my son's application form. For the statement to be made that I contacted [redacted] and [redacted], on several occasions to "determine if in fact [redacted] was registered under the surname [redacted]." is very concerning to me. I did attempt to contact both [redacted] and [redacted] on several occasions only because they rarely responded to me and when they did, they always indicated they would look into the matter and get back to me. This did not happen. For the record, I do not know [redacted].
I attended every session with [redacted]. His mother was there for most of them. It does not make sense that an application form would be sent home for signature by "parental figures" if we are in attendance. If this is indeed the case, what address was it mailed to?
The bottomline is, this organization is required to maintain copies of all paperwork. An invoice was submitted for payment to [redacted], and paid on behalf of [redacted], where did that information come from without an application? My original request still stands, I would appreciate a copy of my son's application form. Thank you
Final Business Response /* (4000, 10, 2015/10/01) */
Dear [redacted],
I am writing to reiterate that we do not have page two of [redacted]'s application on file. This page is missing. All other paperwork has previously been provided to [redacted]. At the time his child was riding we did not have a paid director, it was a volunteer position. Our organization has provided everything we have to assist [redacted].
Sincerely,
[redacted]
Final Consumer Response /* (4200, 12, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find the response totally unacceptable. To attempt to justify missing paperwork they now contribute that to the fact the director's position was filled by a volunteer. I do not understand that reasoning. In the last response , FSTRA, indicated they sent the application home for a "parental figure" signature, this still does not make sense, again, I attended every session and was never approach on any matter. So once again I ask, if the application was indeed sent home for signature, what address was it mailed to. Further, the fact that FSTRA can just state the page is missing, again, is an unacceptable answer. How is it that every other piece of paper is on file but the most important piece, one that information would have had to be obtained from to complete; certificate, progress report and submission for payment, which was all done, is missing. Again, I would appreciate an answer to the questions that I put forward and not a "blanket statement", "The page is missing".
Thank you