Super Shock AllStar Cheerleading

Thank you for informing us on a situation as horrible as this, we regret hearing that [redacted].... a great cheer mom and volunteer was dissatisfied with our service and how the fundraising event was handled. With no opportunity for our head coach and owner to respond to her complaint she filed with...

you before the situation was able to get handled in a complete and professional manner.   On August 2nd the head coach and owner spent 3 hours talking with [redacted] and was under the impression the matter was resolved.  We were not aware during this conversation that she had already filed with you, nonetheless we immediately refunded all of the fees above and beyond the actual costs as well as sending an apology letter. We also have her trophy, certificate and awards that are waiting for her to pick up at our front desk.   Again, we hate that it had to come to this, we wish her family and [redacted], an awesome cheerleader, the best of luck.   Here is a series of events and timeline of what actually took place:   To protect the safety of the parents, cheerleaders, staff and the program we found counting money in a public place was not the wisest decision. At no time was it our intent to run away with the money. It was our goal to count the money in a safe and secure location.   During the car wash on July 23rd, after refusing to count the money in a secure location & several attempts to reason and calm down her loud and disruptive behavior, we “the staff” decided to count the money at the Car wash location. We counted the money, recorded the total, placed the money in an envelop & returned the funds to the gym.   On Monday, July 25th receipts for the credits were written up and distributed to the cheerleaders and families that participated in the car wash. She picked up her receipt without complaint.   Between July 23 - July 31 the customer didn't express that she wanted a refund or was dissatisfied with the handling of the car wash funds and their distribution.   Approximately a month prior to the Car Wash fundraiser on July 23rd [redacted] mentioned to Karleen Romero the need for a letter. There was a miscommunication on our part as we believed it was a letter to request the use of the facility for the car wash rather than a thank you letter. On Aug 1, [redacted] asked for the letter. After several attempts through text messages to do the letter together, [redacted] refused, got angry, & proceeded to draft and send the letter herself. [redacted] was asked to leave our program for sending communication on behalf of SuperShock without the owner's review or approval.   The customer received a refund of $124 on Aug 6th through their paypal account. This amount included her account’s proceeds from the Car Wash fundraiser, proceeds from the Westword Music Festival fundraiser, and prepaid classes. The refund was ready & available Aug 3rd to be picked up. The customer was in the hospital so we attempted to send the refund Aug 4th through Paypal. Due to login issues, the transfer wasn’t completed but a follow up email was sent to the customer to notify her of the delay.  The transfer was completed Aug 6th and an apology email was forwarded on Aug 7th.   Thank you for your time in this matter as we hope this can resolve and close this case.   Cheers Coach [redacted] & the SuperShock Staff