Star Aquatics

Initial Business Response / [redacted] (1000, 8, 2016/03/25) */ On January 20,I received an email from the complainant regarding her autopay charges for JanuaryI informed her by email on January of the charges which included $for dues/ $for annual fees remaining balance and $for splash cash fundraiser (she had agreed by email November 19, to split her annual fees into two payments)She responded by email on January and was very upset over the $fundraising fee and stated she could barely afford dues much less fundraisingOn January I responded by email and firstly apologized for taking a week to reply (this is a volunteer position and I have a full time job and children at home)and then I referred her to an email that was sent through our communication system, TeamUnify, to all members on October 22,This email gave details of the upcoming fundraiser which was mandatory for all membersThis email detailed that this is our only mandatory fundraiser for the year and each family would be required to contribute a minimum of $If the minimum was not collected at the time of the fundraiser then accounts would be billed for the amountTeamUnify shows that she received and opened this emailShe did not participate in this event nor did she ask any questions at the timeShe responded that she did not know about this event and again could barely afford duesShe began going on about never signing a contractSTAR Aquatics has a handbook on our TeamUnify site that all new members are asked to read which details fees and fundraisingShe asked for a refund of her annual fees and the $fundraising feeI spoke with our President, [redacted] , regarding this matter [redacted] wanted her son to continue swimming so she instructed me to let her know we would refund the $and would like them to stay on the teamI emailed this to her on February and asked her to let me know her decisionOn February she responded by again making reference to her budget and being unable to pay for feesShe stated she did not wish to continue with the team and demanded all monies be returned or she would file a complaintI responded on Feb that annual fees are not returned after beginning swim for the year and that [redacted] again offered to refund the $and have her son continue swimmingShe again responded Feb with demands for reimbursement and claims of making up rules and sending out information to members regarding policiesOn Feb I responded to her by stating that policies are sent out every January for members to review and this had nothing to do with her claimsIn this email she was also informed of ***'s final decision to reimburse her the $fundraising fee and half of her annual fees of $even though this goes against our policyA check for $was emailed to her home address and was promptly cashed by herShe also had her credit card company reverse the $charge on her card for the fundraiserUnfortunately the notice of this was sent to the wrong address and by the time it was received by STAR the case was closed and unable to be disputedSo in actuality, she received a refund of the $twice - once from the credit card company and once from STAREvery effort was made to accommodate her and have her son remain a member of the teamAll emails can be forwarded if needed and a copy of our handbook that is available to all members on our team website can be providedThank you

Initial Business Response /* (1000, 8, 2016/03/25) */
On January 20,2016 I received an email from the complainant regarding her autopay charges for January. I informed her by email on January 20 of the charges which included $80 for dues/ $65 for annual fees remaining balance and $50 for splash 4...

cash fundraiser (she had agreed by email November 19, 2015 to split her annual fees into two payments). She responded by email on January 21 and was very upset over the $50 fundraising fee and stated she could barely afford dues much less fundraising. On January 28 I responded by email and firstly apologized for taking a week to reply (this is a volunteer position and I have a full time job and 3 children at home)and then I referred her to an email that was sent through our communication system, TeamUnify, to all members on October 22,2016. This email gave details of the upcoming fundraiser which was mandatory for all members. This email detailed that this is our only mandatory fundraiser for the year and each family would be required to contribute a minimum of $50. If the minimum was not collected at the time of the fundraiser then accounts would be billed for the amount. TeamUnify shows that she received and opened this email. She did not participate in this event nor did she ask any questions at the time. She responded that she did not know about this event and again could barely afford dues. She began going on about never signing a contract. STAR Aquatics has a handbook on our TeamUnify site that all new members are asked to read which details fees and fundraising. She asked for a refund of her annual fees and the $50 fundraising fee. I spoke with our President, [redacted], regarding this matter. [redacted] wanted her son to continue swimming so she instructed me to let her know we would refund the $50 and would like them to stay on the team. I emailed this to her on February 1 and asked her to let me know her decision. On February 4 she responded by again making reference to her budget and being unable to pay for fees. She stated she did not wish to continue with the team and demanded all monies be returned or she would file a complaint. I responded on Feb 4 that annual fees are not returned after beginning swim for the year and that [redacted] again offered to refund the $50 and have her son continue swimming. She again responded Feb 4 with demands for reimbursement and claims of making up rules and sending out information to members regarding policies. On Feb 11 I responded to her by stating that policies are sent out every January for members to review and this had nothing to do with her claims. In this email she was also informed of [redacted]'s final decision to reimburse her the $50 fundraising fee and half of her annual fees of $65 even though this goes against our policy. A check for $115 was emailed to her home address and was promptly cashed by her. She also had her credit card company reverse the $50 charge on her card for the fundraiser. Unfortunately the notice of this was sent to the wrong address and by the time it was received by STAR the case was closed and unable to be disputed. So in actuality, she received a refund of the $50 twice - once from the credit card company and once from STAR. Every effort was made to accommodate her and have her son remain a member of the team. All emails can be forwarded if needed and a copy of our handbook that is available to all members on our team website can be provided. Thank you.