State Of The Arts Dance Studio

Initial Business Response /* (1000, 5, 2015/11/11) */
10/27/15 Tuesday 7:15 PM
> SOTA Associate was asked by Student to assist them to fill out Show Registration Form to remit 10 days late
> Associate did so & notified student that non-refundable payment & late fee is due when remitting the...

form late
> Underage student asked SOTA Associate to run her mother's credit card - SOTA Associate informed her that she would need her mother's consent & signature on charge slip
> Student stated that mother was in car but didn't want to come into the Studio - SOTA Associate said that it was a must if the payment was to be processed
> Mother came into Studio, approved non-refundable registration fee, late fee, submitted credit card for charge & signed payment slip
> Just before close of business, mother called Studio demanding refund & verbally assaulting SOTA Associate
> SOTA Associate informed mother that, since the fees were non-refundable, she'd consult Director, see what she could, & promised that she would return the mother's phone call in 24 hrs with a response.
> SOTA Associate consulted Director to find out that this student has been with the Studio for 4 years and that the mother has been so much of a problem, specifically when it comes to payment for anything from monthly tuition to show fees, that the Studio no longer conducts business with the mother, but instead limits all financial transactions to the ex-husband/father.(SOTA Associate has 6 mo. admin experience with the Studio and was unaware of the previous issues, however used this as a learning experience when handling this account.)
> Director instructed SOTA Associate to consult ex-husband/father, that evening, to begin resolution of the matter.
> SOTA Associate left message for ex-husband/father.
10/28/15 Wednesday 3:45 PM
> Mother phoned the studio to speak with SOTA Associate directly after opening. Again, verbally assaulting SOTA Associate when Assoc. attempted to explain that she was in the midst of researching the issue & that she would follow through on her promise to have the issue responded to & a phone call back to the mother in 24 hrs.
> Ex-Husband/father did return SOTA Associate's call, shortly after mother's call, & submitted the information that the student should not have registered for the show & that, if he had been present, the registration would not have been submitted.
> In the mean time, mother registered our only negative review on Facebook.
> SOTA Associate immediately processed refund & phoned mother to inform her that full refund had been processed by 4:15 PM - well before the promised 24 hr hour time period that was promised.
** Please see, attached, images of full refund charge slip dated 10/28/15 **
In the interest of time & premium customer service our business responded, resolved the issue & provided the client with their "desired resolution" in less than 24 hours.
Thank you for your time & consideration in this matter.