Surf Diva Inc

we have contacted the customer, they are getting a check for dollars

Initial Business Response /* (1000, 12, 2015/07/23) */
Mr*** had issues with the vehicle he had originally purchased from us, he contacted us and we offered him some assistance in purchasing another oneMr*** has since traded the Toyota back into us and purchased a new vehicle from one of
our other stores Carter County HyundaiThis case is now closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Aloha Ms. [redacted],We have researched our system and found that this client rescheduled and didn't show up for her lesson 5 times. She was informed of the cancellation policy, in writing, at the time of booking and when she rescheduled.Our policy is very clear, and we waived the change fee for Ms....

[redacted] the first time and explained that this was a courtesy exception, and that it wouldn't be waived again.I have our system notes and email chain provided below.The bottom line is that we went above and beyond for this client, at a substantial loss to our business. We believe that we have been more than fair at every junction, giving Ms. [redacted] the benefit of the doubt with every issue that came up with her schedule.Here is the history of notes in FMP:06/27/15 IH [redacted] tried to call, no answer, she was a no-show again. No more reschedule possible, due to cancellation policy. 07/03/14 LMD:  [redacted] removed reschedule fee.  If customer cancels again we collect at the order time.06/28/14 IH: No show. We didn’t follow up, because she already rescheduled 3 times. 04/25/14 IH: Rescheduled again, in between the 72-24 hours, $25 reprocessing fee to be collected at check in. 04/08/14 IH: Received doctor’s note, waived fee. 04/06/14 LMD:  Per [redacted]’s email - [redacted] registered online for the Weekend Clinic (4/5 & 4/6), She called this morning to say she cannot attend due to strep throat (she will provide a Dr. note).  Leaving $175 credit so she can schedule a different date.Explanation:She was very first scheduled for the weekend clinic on April 5+6, 2014, it was an online sign up, which states the cancellation policy in order to confirm the booking.On that Saturday in the morning she called to say she won't be able to attend due to a strep throat. [redacted] informed her that a reschedule will only be possible with a doctor's note, according to the policy.  Ms [redacted] sent one in.Ms. [redacted] first rescheduled it to the weekend of April 26+27, 2014. On Friday, April 25th in the afternoon she called and said she won't be able to make the class one day later. She said something like, that she didn't have her cc card handy, so she couldn't pay the rescheduling fee right away. We told her that it will be due the very latest upon check-in for her weekend clinic. She said she will call back to give us a date for when she wants to take her class.She e-mailed for the third reschedule for the weekend clinic on June 28+29, 2014 (see e-mail chain). We put her on the schedule for that weekend.On the Saturday of her clinic Ms. [redacted] again did not show up, this time without notification.  We left a message on Sunday since she also didn't show up on Sunday. After leaving a message and three reschedules later we thought Ms. [redacted] just doesn't want to come at all, since she had rescheduled multiple times and was a no show every time.The week after this, she e-mailed Iris (July 2nd) saying that she now rather wants to come the third weekend in July (July 19+20 = fourth reschedule).  We let her reschedule one more time. However, Iris also specifically reviewed the cancelation policy in her confirmation e-mail, so there would not be any doubts in the future.The day of the Saturday class she was again a 'no show'. Iris called her right away, but she didn't pick up. Iris left her a voice mail and also e-mailed her back (see e-mail in chain). She then sent an e-mail in the afternoon on Saturday 19th, saying that she just got my e-mail confirming her class, and that she had to leave the country for work last minute, asking if she could reschedule. Iris e-mailed her back (see e-mail pdf).One year later, 2015, Ms [redacted] called again and wanted to get her lesson rescheduled. Because we try to help out our clients, we said, she can reschedule one more time (=fifth reschedule), and that this was her very very last chance and that we are stoked that she is finally coming. We also told her that there is one rescheduling fee of $25 due, although it really should have been 3 x $25.Once again, she was a no show for this class. [redacted] tried to call her and left a message to find out where she was.On Sunday she called and [redacted] told her that unfortunately there won't be any more reschedules according to our cancellation policy and that we had given her a lot of chances. She hung up on [redacted].If you click on Terms and Conditions this is what comes up:Example: At this point we have turned away numerous students for our classes, which have very limited space.  In 20 years of teaching surfing we have never had someone no-show repeatedly, then ask for a refund.Please let us know your thoughts on this issue.Thanks,[redacted]