Tom Kopyto Music

My daughter started with Tom Kopyto Music in January 2013. They canceled classes on numerous occasions and instead of crediting us they always made us do a make up class. In April my daughter needed to miss a class, we told the instructor who said to email [redacted] about scheduling a make up. I emailed [redacted] and she said she would look into finding a spot. Never heard back before we went on vacation and while we were gone [redacted] left me a voicemail on my work phone and sent me a message to my work email about coming in for the make up class, it also asked me to confirm. I obviously never got the messages until after I returned from vacation and the date of the class had passed. Then the instructor needed to cancel another class she said to email [redacted] about a make up. I did this and mentioned that they still owed my daughter a make up class for the lesson in April. [redacted] first rudely asked what class I was talking about, then said they scheduled a make up but my daughter was a no show and that I had confirmed the lesson. I explained to [redacted] that I couldn't have confirmed anything because I never got the message until we were back from vacation. [redacted] then changed the story to they don't do make ups. I never received any information verbally or written that said they don't offer make up lessons. Plus no one ever said that they wouldn't do a make up when we told them about missing the class and [redacted] even admits she tried to schedule a make up lesson for us. I asked for a refund for this lesson and was told no, they don't do make ups. I have emails talking about scheduling the make up which contradicts what they are saying now about no make ups. Just want to mention also that initially they charged me twice for the lesson book, instead of saying oops they asked me to prove that I had already paid for the book. I also initially overpaid for two lessons and then had to prove that I overpaid. They don't seem to have any organization, clear bookkeeping, clear policies, etc.Desired SettlementI would like the $20 I paid for the class we had to miss. I don't feel they can say they will do a make up lesson, try to schedule a make up and then turn around and say they don't do make ups. I will be happy to forward emails stating they would schedule a make up lesson. They can't flip flop on what they will and will not do, can they? Business' Initial Response Our studio's makeup policies have been clearly posted since the inception of our business in 2009. They are posted on our website and in every teaching studio in our facility, including the waiting area. In addition, I personally register each student, and without exception, that process involves informing parents of our makeup policies. We make up lessons that we need to cancel due to a teacher's absence or if the studio is closed due to a holiday/bad weather. We do not refund for missed lessons at anytime. (I am forwarding the exact policy statement from our website). This makeup policy is standard in our industry. If we provided makeup lessons whenever students were absent (due to any number of reasons: illness, forgetting, scheduling conflict, out of town, etc.), we would never catch up. Our instructors' schedules are full and students have a standing day and time for their weekly lessons, which they pay for a month in advance. In general, I found communication difficult from the beginning with this individual. She did not respond to phone messages I left at the contact numbers she provided. As a one-time courtesy, I did offer a makeup lesson on a particular time/day the teacher had an opening. I left this information the week prior to the lesson twice on the complainant's cell phone number, along with an alternate number, and at the email address she provided. She not only missed the makeup lesson, but also stood the teacher up for her regularly scheduled lesson, never providing notice. The complainant's attitude and lack of respect for our policies and for us brought me to the point where I thought it was best for her to go elsewhere and I asked her to do so, refunding her the last paid lesson that we were scheduled to provide. She then threatened to "file complaints" if I did not refund her for the lesson she missed in April. Her contention that: "[redacted] first rudely asked what class I was talking about . . . " is incorrect. My response was: "Can you please clarify the additional makeup you're referencing? Thanks." (I will forward that email documentation). She also wrote a scathing review of our studio, bordering on defamation, on a public website as a retaliatory attack. Please let me know if you would like additional information. Thank you. Business' Final Response Business supplied email: [redacted]Use this address for any contact with the Revdex.com