True Heart Stables

Complaint: [redacted] I am rejecting this response because: True Heart Stables has very well documented a client thatwas not aware that all lessons had to be taken in the monthThere is nocontract prepared and given to the client or pricing schedule on the companywebsite making it difficult if not impossible to confirm payment plans There is also no disclosure that thebusiness owner can only give lessons in a limited 1-hours per week Unlike other barns, there are no lessonsgiven Monday through Friday after 5pm and there is no lesson availability oneday per weekend because the businessowner has other students that she is taking offsite to showsNone of thisinformation is disclosed One of mylessons had to be taken at 8:30AM just to accommodate this unreasonableschedule and that lesson she showed up for minutes late This business is very adept at spinning situations andscenariosFor example she refers to the horse that she untack for no extrachargeHowever I was told specifically that I am not allowed to handle thishorse because it bites people and she did not want him to bite me She says in her explanation that she reminded me of herpayment policy by texting “I hate you missing your 4th one in thefirst month” There is nothing in thatmessage indicating that her policy is “use it or lose it”That statement in noways acts as a reminder of her supposed policyFrom my standpoint, as a friend, she felt bad I was not able to make itagainFurther evidence of her ability to spin a situation and playword smith is her furnace repairShe states that she never confirmed thelesson we had agreed to but rather than admit that she canceled she explainsthat she offered other alternativesHer supposed payment policy cant andshould not only work in her favorHer response documents that she canceled.Saying that she was “busy with the logistics of the repair” and she offered“other alternatives” does not negate the fact that she canceledShe can wordit anyway she likes but at the end of the day she canceled the lessonIf thispolicy of use it or lose it truly exists then it must exist for her as well theclientThe business owner did not hold up her end of the bargain inany wayI paid for individual lessons that required instruction from thetrainerEach of the hours I rode were in a group setting with other studentsthat she was schooling for a showOne lesson she actually took the horse whileI was on it and held the reins to prevent it from moving and keep it out of theway of the other riders The result wasjust sitting there and no ridingNo instruction was given during the entiretime I was on the horse and was just ask to do my best to stay out of the wayThe owner of her own free will, unprovoked and in an attemptto resolve the situation texted “I think [redacted] what would be best is I willsend you a check for lessons you have not taken & we can part friends no need to be aggravate by my scheduleNot comfortable now knowing you are nothappyThere are many barns you can enjoyJust send me your address & Iwill send your checkSo sorry this didn’t work out”I went and found another barn where I can take lessons 7days a week , evenings after work and both weekend days, unlike True HeartStables Approximately a month later I texted to let the owner know I had not received my check and asked her if sheneeded my address againShe informed me of her hay issue texting “ Sorry [redacted] I will have to wait a bit before returning itI got hit with a superhigh extra hay bill I wasn’t expecting I will send it in a month or so once myexpenses come back to earth sorry for the delay”At that time I offered to dorides and said “OKI am still willing to do rides if that helps u.” Howevershe was unwilling and said “I told you I would refund.” Later the business offered for me to take thelessons, however by that time – almost days later, I had already foundsomeone new to work withIt is extremely unreasonable for the business ownernow to claim to have offered the option to use the lessons with her when shevery clearly from the beginning of us parting ways stated that “there are otherbarns I could enjoy”Somehow she now finds it acceptable that I cancel any commitmentsI have made with another trainerIn my opinion this is very simpleThe client very clearlywas not aware of the payment policyThe business owner does not provide acontract to the client or provide any pricing policies or structure on its businesswebsiteThe business owner had ample opportunity to remind the client of itspolicy but choose not to, obviously this works in her favor not the clients.The business owner has very limited availability to provide lessons and doesnot disclose thisThe client paid for individual one hour lessons and got noinstruction and rode with a groupLastly and most importantly, the businessowner offered to issue a refund and reiterated on two occasions after that thecheck was forthcomingIt is now my belief the business owner never had anyintention of issuing a refund Shemerely was hoping that by placating me and using semantics that I would goawayThis is not an acceptable or appropriate way to do businessIt isclearly deceitful on the business owner’s part Below is directly from the business website Regards, [redacted]

When clients take lessons from True Heart, they are informed of 2 payment options. 1 – pay as you go 2 – pre-pay for the month and save $10 per lesson. [redacted] (This client) chose to do the pre-paid option. When I explain the pre-paid rate, I ALWAYS explain that the lessons are for the...

current month only. When this client and I discussed her payment options, she was confident she would be able to take 4 lessons in the month and gave me a check for $300. She was excited to get started and took 2 lessons the first weekend. February 7, 2015 lesson taken February 8, 2015 lesson taken There were 3 weeks remaining for this client to take 2 lessons. On 2/11/15 - Client inquired about a lesson on the 15th. She asked how late would I be at the barn. I told her 3 pm. She went to go see her horse instead of taking a lesson. 2/17/15 – Client inquired about a lesson for the upcoming weekend. I offered either day. She scheduled 2/22/15 at 9:30am. 2/21/15 - Client texted at 10pm to confirm new time of 10am the 22nd and informed me she would have to rush off to go see her horse. At that time I offered to un-tack her lesson horse for her to make it more convenient for her schedule, at NO extra charge. 2/22/15 – 7:41am Client cancelled her lesson. Said she was tired from shoveling snow and wanted to go see her horse. 2/24/15 - 4pm Client requested a lesson for Saturday 2/28/15 at 1pm. 2/25/15 – 7:18am Client requested again for a lesson, but switched to potential Sunday morning 3/1/15 lesson instead. She was worried why I hadn’t responded the day before. 2/25/15 – 9:45am I responded to client’s lesson request. I explained the reason I hadn’t responded the previous day was due to my furnace breaking and I was busy with the logistics of its repair. During that exchange, I offered both potential requested lessons time 2/28/15 – 1pm or 3/1/15 – 10am. She confirmed for 10am 3/1/15. 3/1/15 – 8:29am client confirmed10am lesson. 8:38am I responded with lets push back to 10:15 rider said ok, & to let her know if I decide to change my mind. 8:49am I responded with, no mind change but we can go later if she would like too. 8:56am Client says “Im good for 10:15” 9:16am Client cancelled – AGAIN At that point, I explained to client that all my other lessons were riding and that although it was cold, all the lessons continued. She said she was too cold. I offered that she ride a little later when it was warmer. She declined. I even reminded her about the payment plan by writing, “I hate you missing your 4th one first month in.” 3/4/15 – 4:25pm Client requested a Saturday morning lesson. I explained I had a horse show, but that anyone who wanted to ride before 11, I could teach them. Or, anytime on Sunday. Client chose 10am Sunday 3/8/15. 3/4/15 – 5:59pm Client reschedules to Saturday 3/7/15 at 9:30am because she wants to ride her horse on the beach on Sunday 3/8/15. 6:05pm I responded with good for 9:30amSaturday. 3/6/15 – 10am I sent a message to client to remind her that it was a new month and to explain that since it was a 5 week month, the fee is $375 instead of $300. But went on to say, that since it has been so cold, she could pay the $300 in case we couldn’t get 5 in. Client was not happy. She wanted her two lessons from February. At 10:19am I offered client the opportunity, because it had been so cold, to make up her two lessons from February as long as she paid for her 4 in March. She found that unacceptable and began getting argumentative. I tried to explain as best I could and be as willing as possible to make it right. The reality is, I was there to teach her and not once, but two weekends she scheduled, confirmed and then cancelled an hour or so before the scheduled lesson time. I went on to say that if she were to continue with me, it might be best to pay as she went so there was less pressure. 3/6/15 – 10:45am – client wrote: “ I understand. Just wasn’t expecting this as it isn’t something I’ve experienced.” Our endless conversation continued. My offers continued to attempt to appease her. I offered that she just pay the $10 extra for 4 lessons and she could use them up during the whole month of March. Nothing was good enough. She felt it was fine for her to schedule, reschedule, confirm and cancel at her whim… with no regard to me, my schedule and/or my financial obligations. At that point I was frustrated and did offer to just send her back the two untaken lessons. I had every intention of doing so. But, as I explained to her, my hay expenses over the winter took a big jump and I asked her to be patient with me. Refunds are NOT EVER the norm and I was doing it to be kind and not out of requirement. 4/6/15 – Client asked where her money was. I explained I would need to wait for the end of winter. She offered to ride and use the lessons but didn’t come ride. 4/30/15 – Client asked for her money again. I explained for the same reason before was the same reason that continued… I offered that she ride, she declined and said she was with another trainer now. 6/10/15 – Client asked for her money again. I honestly had forgotten. She asked me if I needed her address. I said no, that I had it. I truthfully was about to write out her check and then she started to attack me via text. Began calling me names. Names like Liar and Shyster and Dishonest. I am more than willing to submit all the text communications between the two parties… I have given you the dates and messages to support my defense. Quite honestly, I went above and beyond to attempt to make this client happy. She chose a payment plan that she claimed to be comfortable with. The whole point of pre-paying for a discount is a discount for the monthly commitment. She chose to confirm and then last minute cancel her lessons multiple times. She became argumentative and then began to slander my integrity. This client wants a refund. I believe I have given multiple reasons in support as to why this client doesn’t deserve such refund. It is simple: Prepay for the month and you have the whole month to take your 4 lessons. This client chose to cancel and therefore has forfeited her rights to a refund. This client is also insinuating that she wasn’t aware of the pay option rules. There is no truth to that. The only way a person would know to write a check for the $300 versus the $85 would be if they had been “explained” the 2 options!!! I have never had such a negative experience with one of my clients. I have been in business for over 35 years. It is distressing to think that any person can make claims against a business and be allowed to file a complaint without documentation and/or any proof that their claims are valid. In my particular case, I tried so hard to please this person. I have specific times and dates of each communication to validate that what she is saying isn’t true. I’m not exactly sure how this process works. But, I sincerely hope that she will not be able to blemish my reputation with her unfortunate behavior. I appreciate your help in this matter. Sincerely, Torri Dragos True Heart Stables

Complaint: [redacted]
I am rejecting this response because:
True Heart Stables has very well documented a client thatwas not aware that all 4 lessons had to be taken in the month. There is nocontract prepared and given to the client or pricing schedule on the companywebsite making it difficult if not impossible to confirm payment plans.   There is also no disclosure that thebusiness owner can only give lessons in a limited 1-3 hours per week.  Unlike other barns, there are no lessonsgiven Monday through Friday after 5pm and there is no lesson availability oneday per weekend  because the businessowner has other students that she is taking offsite to shows. None of thisinformation is disclosed.  One of mylessons had to be taken at 8:30AM just to accommodate this unreasonableschedule and that lesson she showed up for 30 minutes late.  This business is very adept at spinning situations andscenarios. For example she refers to the horse that she untack for no extracharge. However I was told specifically that I am not allowed to handle thishorse because it bites people and she did not want him to bite me.  She says in her explanation that she reminded me of herpayment policy by texting “I hate you missing your 4th one in thefirst month”.  There is nothing in thatmessage indicating that her policy is “use it or lose it”. That statement in noways acts as a reminder of her supposed policy. From my standpoint, as a friend, she felt bad I was not able to make itagain. Further evidence of her ability to spin a situation and playword smith is her furnace repair. She states that she never confirmed thelesson we had agreed to but rather than admit that she canceled she explainsthat she offered other alternatives. Her supposed payment policy cant andshould not only work in her favor. Her response documents that she canceled.Saying that she was “busy with the logistics of the repair” and she offered“other alternatives” does not negate the fact that she canceled. She can wordit anyway she likes but at the end of the day she canceled the lesson. If thispolicy of use it or lose it truly exists then it must exist for her as well theclient. The business owner did not hold up her end of the bargain inany way. I paid for individual lessons that required instruction from thetrainer. Each of the hours I rode were in a group setting with 3 other studentsthat she was schooling for a show. One lesson she actually took the horse whileI was on it and held the reins to prevent it from moving and keep it out of theway of the other riders.  The result wasjust sitting there and no riding. No instruction was given during the entiretime I was on the horse and was just ask to do my best to stay out of the way. The owner of her own free will, unprovoked and in an attemptto resolve the situation texted “I think [redacted] what would be best is… I willsend you a check for 2 lessons you have not taken & we can part friends. …no need to be aggravate by my schedule. Not comfortable now knowing you are nothappy. There are many barns you can enjoy. Just send me your address & Iwill send your check. So sorry this didn’t work out”. I went and found another barn where I can take lessons 7days a week , evenings after work and both weekend days, unlike True HeartStables.  Approximately a month later  I texted to let the owner know I had not received my check and asked her if sheneeded my address again. She informed me of her hay issue texting “ Sorry[redacted]… I will have to wait a bit before returning it.. I got hit with a superhigh extra hay bill I wasn’t expecting… I will send it in a month or so once myexpenses come back to earth… sorry for the delay”. At that time I offered to dorides and said “OK. I am still willing to do rides if that helps u.” Howevershe was unwilling and said “I told you I would refund.”  Later the business offered for me to take thelessons, however by that time – almost 60 days later, I had already foundsomeone new to work with. It is extremely unreasonable for the business ownernow to claim to have offered the option to use the lessons with her when shevery clearly from the beginning of us parting ways stated that “there are otherbarns I could enjoy”. Somehow she now finds it acceptable that I cancel any commitmentsI have made with another trainer. In my opinion this is very simple. The client very clearlywas not aware of the payment policy. The business owner does not provide acontract to the client or provide any pricing policies or structure on its businesswebsite. The business owner had ample opportunity to remind the client of itspolicy but choose not to, obviously this works in her favor not the clients.The business owner has very limited availability to provide lessons and doesnot disclose this. The client paid for individual one hour lessons and got noinstruction and rode with a group. Lastly and most importantly, the businessowner offered to issue a refund and reiterated on two occasions after that thecheck was forthcoming. It is now my belief the business owner never had anyintention of issuing a refund.  Shemerely was hoping that by placating me and using semantics that I would goaway. This is not an acceptable or appropriate way to do business. It isclearly deceitful on the business owner’s part.   Below is directly from the business website.  
Regards,
[redacted]

Review: I am due a refund for riding lessons not used. The proprietor of True Heart Stable, Torri Siegel Dragos, has been promising to send me a check since February 2015. She has one excuse after another and her story is constantly changing. During our first month working together she canceled for many reasons including her furnace froze or could not accommodate lessons because she had a show to go to and made it almost impossible to take the lessons. When it came time to renew the month she informed me as a new customer that I should understand how her plan works. that's when she told me I could not carry forward my prepaid lessons. After some discussion she promised me a refund but I have yet to see it.Desired Settlement: I would like my money refunded to me.

Business

Response:

When clients take lessons from True Heart, they are informed of 2 payment options. 1 – pay as you go 2 – pre-pay for the month and save $10 per lesson. [redacted] (This client) chose to do the pre-paid option. When I explain the pre-paid rate, I ALWAYS explain that the lessons are for the current month only. When this client and I discussed her payment options, she was confident she would be able to take 4 lessons in the month and gave me a check for $300. She was excited to get started and took 2 lessons the first weekend. February 7, 2015 lesson taken February 8, 2015 lesson taken There were 3 weeks remaining for this client to take 2 lessons. On 2/11/15 - Client inquired about a lesson on the 15th. She asked how late would I be at the barn. I told her 3 pm. She went to go see her horse instead of taking a lesson. 2/17/15 – Client inquired about a lesson for the upcoming weekend. I offered either day. She scheduled 2/22/15 at 9:30am. 2/21/15 - Client texted at 10pm to confirm new time of 10am the 22nd and informed me she would have to rush off to go see her horse. At that time I offered to un-tack her lesson horse for her to make it more convenient for her schedule, at NO extra charge. 2/22/15 – 7:41am Client cancelled her lesson. Said she was tired from shoveling snow and wanted to go see her horse. 2/24/15 - 4pm Client requested a lesson for Saturday 2/28/15 at 1pm. 2/25/15 – 7:18am Client requested again for a lesson, but switched to potential Sunday morning 3/1/15 lesson instead. She was worried why I hadn’t responded the day before. 2/25/15 – 9:45am I responded to client’s lesson request. I explained the reason I hadn’t responded the previous day was due to my furnace breaking and I was busy with the logistics of its repair. During that exchange, I offered both potential requested lessons time 2/28/15 – 1pm or 3/1/15 – 10am. She confirmed for 10am 3/1/15. 3/1/15 – 8:29am client confirmed10am lesson. 8:38am I responded with lets push back to 10:15 rider said ok, & to let her know if I decide to change my mind. 8:49am I responded with, no mind change but we can go later if she would like too. 8:56am Client says “Im good for 10:15” 9:16am Client cancelled – AGAIN At that point, I explained to client that all my other lessons were riding and that although it was cold, all the lessons continued. She said she was too cold. I offered that she ride a little later when it was warmer. She declined. I even reminded her about the payment plan by writing, “I hate you missing your 4th one first month in.” 3/4/15 – 4:25pm Client requested a Saturday morning lesson. I explained I had a horse show, but that anyone who wanted to ride before 11, I could teach them. Or, anytime on Sunday. Client chose 10am Sunday 3/8/15. 3/4/15 – 5:59pm Client reschedules to Saturday 3/7/15 at 9:30am because she wants to ride her horse on the beach on Sunday 3/8/15. 6:05pm I responded with good for 9:30amSaturday. 3/6/15 – 10am I sent a message to client to remind her that it was a new month and to explain that since it was a 5 week month, the fee is $375 instead of $300. But went on to say, that since it has been so cold, she could pay the $300 in case we couldn’t get 5 in. Client was not happy. She wanted her two lessons from February. At 10:19am I offered client the opportunity, because it had been so cold, to make up her two lessons from February as long as she paid for her 4 in March. She found that unacceptable and began getting argumentative. I tried to explain as best I could and be as willing as possible to make it right. The reality is, I was there to teach her and not once, but two weekends she scheduled, confirmed and then cancelled an hour or so before the scheduled lesson time. I went on to say that if she were to continue with me, it might be best to pay as she went so there was less pressure. 3/6/15 – 10:45am – client wrote: “ I understand. Just wasn’t expecting this as it isn’t something I’ve experienced.” Our endless conversation continued. My offers continued to attempt to appease her. I offered that she just pay the $10 extra for 4 lessons and she could use them up during the whole month of March. Nothing was good enough. She felt it was fine for her to schedule, reschedule, confirm and cancel at her whim… with no regard to me, my schedule and/or my financial obligations. At that point I was frustrated and did offer to just send her back the two untaken lessons. I had every intention of doing so. But, as I explained to her, my hay expenses over the winter took a big jump and I asked her to be patient with me. Refunds are NOT EVER the norm and I was doing it to be kind and not out of requirement. 4/6/15 – Client asked where her money was. I explained I would need to wait for the end of winter. She offered to ride and use the lessons but didn’t come ride. 4/30/15 – Client asked for her money again. I explained for the same reason before was the same reason that continued… I offered that she ride, she declined and said she was with another trainer now. 6/10/15 – Client asked for her money again. I honestly had forgotten. She asked me if I needed her address. I said no, that I had it. I truthfully was about to write out her check and then she started to attack me via text. Began calling me names. Names like Liar and Shyster and Dishonest. I am more than willing to submit all the text communications between the two parties… I have given you the dates and messages to support my defense. Quite honestly, I went above and beyond to attempt to make this client happy. She chose a payment plan that she claimed to be comfortable with. The whole point of pre-paying for a discount is a discount for the monthly commitment. She chose to confirm and then last minute cancel her lessons multiple times. She became argumentative and then began to slander my integrity. This client wants a refund. I believe I have given multiple reasons in support as to why this client doesn’t deserve such refund. It is simple: Prepay for the month and you have the whole month to take your 4 lessons. This client chose to cancel and therefore has forfeited her rights to a refund. This client is also insinuating that she wasn’t aware of the pay option rules. There is no truth to that. The only way a person would know to write a check for the $300 versus the $85 would be if they had been “explained” the 2 options!!! I have never had such a negative experience with one of my clients. I have been in business for over 35 years. It is distressing to think that any person can make claims against a business and be allowed to file a complaint without documentation and/or any proof that their claims are valid. In my particular case, I tried so hard to please this person. I have specific times and dates of each communication to validate that what she is saying isn’t true. I’m not exactly sure how this process works. But, I sincerely hope that she will not be able to blemish my reputation with her unfortunate behavior. I appreciate your help in this matter. Sincerely, Torri Dragos True Heart Stables

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

True Heart Stables has very well documented a client thatwas not aware that all 4 lessons had to be taken in the month. There is nocontract prepared and given to the client or pricing schedule on the companywebsite making it difficult if not impossible to confirm payment plans. There is also no disclosure that thebusiness owner can only give lessons in a limited 1-3 hours per week. Unlike other barns, there are no lessonsgiven Monday through Friday after 5pm and there is no lesson availability oneday per weekend because the businessowner has other students that she is taking offsite to shows. None of thisinformation is disclosed. One of mylessons had to be taken at 8:30AM just to accommodate this unreasonableschedule and that lesson she showed up for 30 minutes late. This business is very adept at spinning situations andscenarios. For example she refers to the horse that she untack for no extracharge. However I was told specifically that I am not allowed to handle thishorse because it bites people and she did not want him to bite me. She says in her explanation that she reminded me of herpayment policy by texting “I hate you missing your 4th one in thefirst month”. There is nothing in thatmessage indicating that her policy is “use it or lose it”. That statement in noways acts as a reminder of her supposed policy. From my standpoint, as a friend, she felt bad I was not able to make itagain. Further evidence of her ability to spin a situation and playword smith is her furnace repair. She states that she never confirmed thelesson we had agreed to but rather than admit that she canceled she explainsthat she offered other alternatives. Her supposed payment policy cant andshould not only work in her favor. Her response documents that she canceled.Saying that she was “busy with the logistics of the repair” and she offered“other alternatives” does not negate the fact that she canceled. She can wordit anyway she likes but at the end of the day she canceled the lesson. If thispolicy of use it or lose it truly exists then it must exist for her as well theclient. The business owner did not hold up her end of the bargain inany way. I paid for individual lessons that required instruction from thetrainer. Each of the hours I rode were in a group setting with 3 other studentsthat she was schooling for a show. One lesson she actually took the horse whileI was on it and held the reins to prevent it from moving and keep it out of theway of the other riders. The result wasjust sitting there and no riding. No instruction was given during the entiretime I was on the horse and was just ask to do my best to stay out of the way. The owner of her own free will, unprovoked and in an attemptto resolve the situation texted “I think [redacted] what would be best is… I willsend you a check for 2 lessons you have not taken & we can part friends. …no need to be aggravate by my schedule. Not comfortable now knowing you are nothappy. There are many barns you can enjoy. Just send me your address & Iwill send your check. So sorry this didn’t work out”. I went and found another barn where I can take lessons 7days a week , evenings after work and both weekend days, unlike True HeartStables. Approximately a month later I texted to let the owner know I had not received my check and asked her if sheneeded my address again. She informed me of her hay issue texting “ Sorry[redacted]… I will have to wait a bit before returning it.. I got hit with a superhigh extra hay bill I wasn’t expecting… I will send it in a month or so once myexpenses come back to earth… sorry for the delay”. At that time I offered to dorides and said “OK. I am still willing to do rides if that helps u.” Howevershe was unwilling and said “I told you I would refund.” Later the business offered for me to take thelessons, however by that time – almost 60 days later, I had already foundsomeone new to work with. It is extremely unreasonable for the business ownernow to claim to have offered the option to use the lessons with her when shevery clearly from the beginning of us parting ways stated that “there are otherbarns I could enjoy”. Somehow she now finds it acceptable that I cancel any commitmentsI have made with another trainer. In my opinion this is very simple. The client very clearlywas not aware of the payment policy. The business owner does not provide acontract to the client or provide any pricing policies or structure on its businesswebsite. The business owner had ample opportunity to remind the client of itspolicy but choose not to, obviously this works in her favor not the clients.The business owner has very limited availability to provide lessons and doesnot disclose this. The client paid for individual one hour lessons and got noinstruction and rode with a group. Lastly and most importantly, the businessowner offered to issue a refund and reiterated on two occasions after that thecheck was forthcoming. It is now my belief the business owner never had anyintention of issuing a refund. Shemerely was hoping that by placating me and using semantics that I would goaway. This is not an acceptable or appropriate way to do business. It isclearly deceitful on the business owner’s part. Below is directly from the business website.

Regards,