[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
In the email I sent I requested that my son be 'un-enrolled' then clearly stated possibility of starting back up once he was 'cleared by the orthopedist'. There was subsequent communication that he had NOT been cleared following that month and that he sustained further injuries. The only response I received directly related to un-enrollment or pause of payment was 'we'll see what we can do' and then continued to receive messages that pushed for my son to come in and do other work (such as upper body) which was against the advice of his physical therapist. Never once was it mentioned that according to strict contract our payment would not be paused and that we were continuing to be billed. It was also never stated to us that a place for our son in classes was being 'held'. I am also still unclear about what 'discounts' are being referred to that we supposedly received as we were billed the full amount for every month through November.I still believe it is unconscionable to continue to charge a family (while not speaking with them directly about the contract specifics or billing situation) up to $875 with the knowledge that family is experiencing several major health issues. The response also includes a suggestion that there should have been more patience on our end while waiting for response due to a family death experienced by the owners in mid-December. We were NEVER made aware of that circumstance, only received a message 'our situation would be looked into' from management and we did not post a complaint to Revdex.com until mid-February which provided a two month window.I will be reviewing our copy of the contract again, but still contend that the business was given 30 day notification- particularly as in my communication to the owner that one month tuition of unattended lessons could be retained if they truly felt my notification of injury and request for un-enrollment was not sufficient; however, it is ridiculous to continue to automatically withdrawal 5 additional months of payment for services not received (which over extended the supposed automatic renewal date of 6 month intervals). I will be exploring other avenues of addressing this situation.
Regards,
[redacted]
In response to complaint #[redacted]Customer signed a contract for dates 2/5/2015 to 9/5/2015. In the contract it states we need notification of cancellation and payments for all discounts received to date in order for cancellation to take place. (SEE BELOW) We did not receive...
any cancellation request, only a request for a hold. Here is the copy of the email:4/22/2015Hi,I wanted to check in and be sure you received the voice mail I left Monday that (name left out) will be side-lined from Kempo for awhile- he is in a cam walker boot now for a stress fracture in his foot from a trampoline park over the weekend. Is it possible to un-enroll him for a month, and then start back up once he's released from the ortho.?Thank you,(name left out)a month later we received this email:5/28/2015(name left out) was able to get his hard cast off today but will be back in the cam boot for 4 more weeks. We may be able to start some upper bidY in about 2 weeksIn the signed contract it states no deviation or holds will be allowed. (SEE BELOW) But in the case of a broken foot (not caused by any martial arts related activity) we thought it good to put the contract on hold for 1 month, therefor extending the contract by a month to 10/5/2015. As the emails above shows, we never received any cancellation notice or discount fees payment, therefore the contract was not cancelled. The contract also states that it will automatically renew under the same terms and conditions (SEE BELOW), and did renew for 11/5/2015. We received a request of cancellation in November and the manager decided that the situation made sense to cancel the current contract, with no discount owed. When the customer sent an email to the owners, the owners advised the customer they would look into it and get back to them, since they had a death in the family in Mid-December and knew they couldn't give this the attention it deserved.requested the Full Time Manager to look into this matter and contact the customer directly by phone And by the email we received 2/4/2016 Customer admits to us trying to contact them by phone, but decided to not call the Manager back but send a Complaint to the Revdex.com. We provide a unique professional service and we have signed contracts for that service. On the agreement the student signed, it is stated very clearly: our cancellation policy, the responsibility of the student, etc... Here are some excerpts of the contract that the customer signed and initialled on 2 different pages:
The
studio agrees to provide the student with Kempo / Grappling / Tai Chi / Yoga
/ Fitness (circle appropriate one) lessons on a schedule basis established by
the studio. Group lessons are
approximately 45-60 minutes. Private
lessons may consist of 1-4 students and are approximately 30 minutes. A 24-hour cancellation notice is required
for all private lessons in order for a make-up lesson to be scheduled. The student agrees that it is their
responsibility to attend classes. The
student further understands that the monthly tuition payment is not affected
by their lesson scheduled and / or attendance and failure to complete the
lessons does not relieve the student of their obligation to pay the tuition
in full, when due. In the event of a
missed lesson, a private make-up lesson may be scheduled at the discretion of
the studio manager.
This
agreement will renew under the same terms and conditions, including but not
limited to: (Standardized Tuition, Tuition Discount, Monthly Payment, and #
of Months) automatically unless responsible party provides a 30-day written
notification to the studio prior to the End Date specified on page 1 of this
agreement. Monthly Tuition payments
will continue to Automatically Deduct from Credit Card on file. A new End Date is automatically updated
based on the number of months of this agreement.
This
Agreement is effective for the entire term specified, NO deviations or
suspensions of the Agreement are allowed, unless with the written approval of
(name left out) Management and a new
Discounted Tuition Agreement is signed.
Any Discounts owed on this agreement must be paid in full or will be
transferred to the new agreement.
The
student may cancel the Discounted Tuition Agreement at any time, providing a 30-day advanced written notification to (name left out) and
payment sufficient to cover all of the Enrollment and Tuition Discounts
received to date.
Cancellation will be authorized upon the receipt of the
aforementioned. Responsible party
authorizes (name left out) to run CC on file for ALL unpaid Discounts and Tuition. All the above excepts where individually initialed by, and signed below by the customer. If we would have received a cancellation notice and payments for the discounts the customer received, a cancellation would have occurred. The manager also has advised the customer that she would honor all past payments with current lessons, the student denied this very reasonable solution.It is unfortunate when anyone feels like they are being taken advantage of and we appreciate the Revdex.com's unbiased approach to handle these situations.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
In the email I sent I requested that my son be 'un-enrolled' then clearly stated possibility of starting back up once he was 'cleared by the orthopedist'. There was subsequent communication that he had NOT been cleared following that month and that he sustained further injuries. The only response I received directly related to un-enrollment or pause of payment was 'we'll see what we can do' and then continued to receive messages that pushed for my son to come in and do other work (such as upper body) which was against the advice of his physical therapist. Never once was it mentioned that according to strict contract our payment would not be paused and that we were continuing to be billed. It was also never stated to us that a place for our son in classes was being 'held'. I am also still unclear about what 'discounts' are being referred to that we supposedly received as we were billed the full amount for every month through November.I still believe it is unconscionable to continue to charge a family (while not speaking with them directly about the contract specifics or billing situation) up to $875 with the knowledge that family is experiencing several major health issues. The response also includes a suggestion that there should have been more patience on our end while waiting for response due to a family death experienced by the owners in mid-December. We were NEVER made aware of that circumstance, only received a message 'our situation would be looked into' from management and we did not post a complaint to Revdex.com until mid-February which provided a two month window.I will be reviewing our copy of the contract again, but still contend that the business was given 30 day notification- particularly as in my communication to the owner that one month tuition of unattended lessons could be retained if they truly felt my notification of injury and request for un-enrollment was not sufficient; however, it is ridiculous to continue to automatically withdrawal 5 additional months of payment for services not received (which over extended the supposed automatic renewal date of 6 month intervals). I will be exploring other avenues of addressing this situation.
Regards,
[redacted]
In response to complaint #[redacted]Customer signed a contract for dates 2/5/2015 to 9/5/2015. In the contract it states we need notification of cancellation and payments for all discounts received to date in order for cancellation to take place. (SEE BELOW) We did not receive...
any cancellation request, only a request for a hold. Here is the copy of the email:4/22/2015Hi,I wanted to check in and be sure you received the voice mail I left Monday that (name left out) will be side-lined from Kempo for awhile- he is in a cam walker boot now for a stress fracture in his foot from a trampoline park over the weekend. Is it possible to un-enroll him for a month, and then start back up once he's released from the ortho.?Thank you,(name left out)a month later we received this email:5/28/2015(name left out) was able to get his hard cast off today but will be back in the cam boot for 4 more weeks. We may be able to start some upper bidY in about 2 weeksIn the signed contract it states no deviation or holds will be allowed. (SEE BELOW) But in the case of a broken foot (not caused by any martial arts related activity) we thought it good to put the contract on hold for 1 month, therefor extending the contract by a month to 10/5/2015. As the emails above shows, we never received any cancellation notice or discount fees payment, therefore the contract was not cancelled. The contract also states that it will automatically renew under the same terms and conditions (SEE BELOW), and did renew for 11/5/2015. We received a request of cancellation in November and the manager decided that the situation made sense to cancel the current contract, with no discount owed. When the customer sent an email to the owners, the owners advised the customer they would look into it and get back to them, since they had a death in the family in Mid-December and knew they couldn't give this the attention it deserved.requested the Full Time Manager to look into this matter and contact the customer directly by phone And by the email we received 2/4/2016 Customer admits to us trying to contact them by phone, but decided to not call the Manager back but send a Complaint to the Revdex.com. We provide a unique professional service and we have signed contracts for that service. On the agreement the student signed, it is stated very clearly: our cancellation policy, the responsibility of the student, etc... Here are some excerpts of the contract that the customer signed and initialled on 2 different pages:
The
studio agrees to provide the student with Kempo / Grappling / Tai Chi / Yoga
/ Fitness (circle appropriate one) lessons on a schedule basis established by
the studio. Group lessons are
approximately 45-60 minutes. Private
lessons may consist of 1-4 students and are approximately 30 minutes. A 24-hour cancellation notice is required
for all private lessons in order for a make-up lesson to be scheduled. The student agrees that it is their
responsibility to attend classes. The
student further understands that the monthly tuition payment is not affected
by their lesson scheduled and / or attendance and failure to complete the
lessons does not relieve the student of their obligation to pay the tuition
in full, when due. In the event of a
missed lesson, a private make-up lesson may be scheduled at the discretion of
the studio manager.
This
agreement will renew under the same terms and conditions, including but not
limited to: (Standardized Tuition, Tuition Discount, Monthly Payment, and #
of Months) automatically unless responsible party provides a 30-day written
notification to the studio prior to the End Date specified on page 1 of this
agreement. Monthly Tuition payments
will continue to Automatically Deduct from Credit Card on file. A new End Date is automatically updated
based on the number of months of this agreement.
This
Agreement is effective for the entire term specified, NO deviations or
suspensions of the Agreement are allowed, unless with the written approval of
(name left out) Management and a new
Discounted Tuition Agreement is signed.
Any Discounts owed on this agreement must be paid in full or will be
transferred to the new agreement.
The
student may cancel the Discounted Tuition Agreement at any time, providing a 30-day advanced written notification to (name left out) and
payment sufficient to cover all of the Enrollment and Tuition Discounts
received to date.
Cancellation will be authorized upon the receipt of the
aforementioned. Responsible party
authorizes (name left out) to run CC on file for ALL unpaid Discounts and Tuition. All the above excepts where individually initialed by, and signed below by the customer. If we would have received a cancellation notice and payments for the discounts the customer received, a cancellation would have occurred. The manager also has advised the customer that she would honor all past payments with current lessons, the student denied this very reasonable solution.It is unfortunate when anyone feels like they are being taken advantage of and we appreciate the Revdex.com's unbiased approach to handle these situations.