Richmond Music Center Ltd.

Review: I went into the The Richmond Music Center retail location in August of this year. I went in to inquire about purchasing a guitar and possibly taking lessons - I was greeted by [redacted], who I presumed was the owner, or at least the manager of the establishment, because he mentioned that he just ordered a bunch of really great guitars and would work with me on a fair price for the instrument. In short, I decided on a guitar that he recommended, and happily paid the fee. We then went on to discuss lesson plans, i.e. number of lessons per month, length of each lesson, and payment for those lessons. I agreed to a month of lessons for $129.00, which was paid on my debit card on that day as well. After I had already made the purchases, he introduced me very briefly to my future instructor, [redacted], who was very kind. However, in speaking to her further, she mentioned her schedule was fairly limited - she was only in the store on Wednesdays and Thursdays ( I would not have paid and agreed to lessons, knowing this before hand - but I accept responsibility for not asking prior) - I told her that I was a little concerned about that because I work a full time job, to which I commute to and from, and we would have to try to work on a schedule that would accomodate us both. She agreed to contact me later in the week to discuss this. She did try to reach me back; however, the schools availability and my availability were not corresponding, so I said I would get back to them when I had a more definitive idea of what my schedule would be like - they agreed, and that was that. I at no time asked for my money back for my lessons due to our inability to come up with a set date and time for our weekly lessons - I assumed we would work it out a schedule in a prudent and professional way when the time was right. At the end of that same month of August, I saw a charge to my account for another $129.00 (the fee for another months worth of lessons). I assumed it was probably a mistake, and the person or system in charge of billing was unaware of the fact that I had not even had my first lesson yet, and paying $258.00 for two months of lessons when I had not even scheduled any, to me, is not good practice, and thought it would be easily resolved. The following week after the charge, I had some time before work in the early afternoon, so I stopped into the shop and again, spoke to [redacted]. I explained what had happened very matter of factly, and we had a friendly conversation. I did say that I was still unable to manipulate my work schedule with their operating schedule, and that I didn't think it was fair to be charged this fee for a second time. He then took on a different position. He told me that he did not handle such matters and that the instructors run their own business and that someone else would have to get in touch with me regarding the charge. To be clear, it was not due to a lack of effort on anyones behalf, but due to the fact that business sometimes gets in the way of pleasure, and we were not able to schedule a convenient lesson plan. I am being refused a refund for the second charge to my account, and was forced to close my debit card with the bank to avoid any future charges. The guitar was a product that I paid for and received. The first set of lessons that I paid for, although I did not receive the service, I could understand since it was an initial agreement. However, to be denied a refund for the second charge, is a display of acceptionally poor service and dishonesty. To accept payment for a service that wasnt provided is wrong. I did not set up a time with an instructor and cancel last minute. I did not set up a time with an instructor causing her to block out a portion of her day to meet with me, in turn making her unable to schedule another client lesson, which would result in a loss of profit - my lack of scheduling did not cause them to lose money - it is not like I did not show up, it is not like I received lessons and was unhappy with the quality and am demanding My money be returned after someone put in their time to teach me. They have lost nothing from my transaction, in fact they have only gained. They received payment, did not perform the service in return for that payment, and they did so at absolutely no cost to themselves or their business. All I am asking for is for a refund in the amount of $129.00, although, I think I should be entitled to the fee back from both months charges, I am willing to meet half way. [redacted] is refusing to speak to me any further on this issue, instructed me not to come in to the establishment, because it will "start a fight", and told me he is not the business owner, manager or supervisor, but that he simply "just works there". However, when I googled the business and viewed their website and researched past events and/or media coverage on the business, [redacted]'s name and credentials are on everything, and his name appears on business documents from the establishment as well - therefore, he is presenting himself to have no affiliation with the day to day running of the business, when he in fact does, and that is unethical.Desired Settlement: Refund in the amount of $129.00

Business

Response:

On 8/*/13 [redacted] registered for guitar lessons at Richmond Music Center. We attempted calling her many times to schedule the lessons and most calls were not returned. I spoke to her and she said she was having trouble with her work schedule and that we would schedule and that we would schedule the lessons when she was less busy. We agreed on this. We called her August [redacted], August [redacted], August [redacted], September[redacted], September [redacted]September [redacted] and September [redacted]. On September [redacted],she said she would call back to reschedule. She understood and we agreed. On September [redacted], I spoke to [redacted] on the phone and she said she was "calling me back to schedule her lessons" [redacted] was cooperating with our agreement and we are ready to provide the service_ She signed 1he attached membership agreement.

On October [redacted] she called saying she wanted a full refund. I explained our policy and asked if she could please keep her agreement with us. I offered her an extra two free lessons and explained this would be the best thing to do. At that point she said she worked at chase bank and said she would use that position to get her money back. I found that is against Chase ethics for banking. I felt she was using her position at Chase Bank to intimidate us and get out of her agreement and get a refund, She signed a membership agreement clearly stating No Refunds Are Given.

According to our business policy no money refund is due. In good faith, we offered her 2 free lessons and would schedule what we owed her whenever she wanted.

We are still willing to make up the lessons with [redacted], plus give her the 2 free lessons as a courtesy. Please contact me with any concerns.

Thank you,