ComplaintsforDanceworx Studios

• Initial Complaint

  13/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I registered my 4 year old daughter in dance class at DanceWorx Studios in September 2021, she is 4 years old. My first issue with this business came when term 2 fees were due, I was unable to reach anyone at the phone number provided and on top that the voicemail for the studio was full as well. I contacted the owner ****** ***** at that time and she was fairly rude in her response to me stating she hadn’t received my emails yet as she doesn’t check them on the weekend, and blamed the full voice mail box on telemarketers at the time. In March 2021 my daughter had an online session with her class scheduled for 5:30pm she was dressed and waiting for class but the session never became active. I attempted to reach the studio by calling, and this is when I realized the voicemail box was still full and unable to record any messages from parents. ****** did email me back that day to apologize that there was a substitute that didn’t know to set up online class. The reason I am contacting the better business bureau is today April 12, 2021 my daughter had another scheduled online class. I made sure to email ****** to confirm on Monday April 11, 2021 that it would be going ahead, I got a confirmation email that it was. Then again today the session was not active, and I tried calling the studio again but received no answer after calling 7 times and the voicemail box had still not been emptied. I think it’s very unprofessional for a business to have a number listed on their website as a contact that is not being used at all, I would like it to be removed. I also feel I should be reimbursed for the two classes my child missed due to their mistakes. An apology from the dance instructor/owner to my daughter would also be appreciated as she’s the one crying because she can’t join her dance class, and doesn’t understand why I have her dressed and ready to join when this happens.

  Business response

  13/04/2022

  In response to the client's complaint, I have confirmed with my staff, and the teacher for the class was indeed logged into the studio **** account. She was waiting for the client to appear in the waiting room on screen.I have upgraded my techology at the studio twice since the start of the covid pandemic, however, technology is not always perfect. My faculty member was logged in, so who is to say on which end the error occured that the client was not able to join the class?

  As much as I would love to hire an office administrator, it is unfortunately not in my budget, therefore the only staff at the studio are the teachers. Their number one priority is the class of children in front of them. They are not able to leave the room to monitor the telephone. It has been expressed previously to this client that email is the best form of communication. Unfortuately, at that time last evening I was not available as I was unwell.

  We have had to deal with this client previously and have done so in a professional manner. I'm sorry if she feels wronged by technology but unfortunately these things can happen.Tell us why here...

  Business response

  13/04/2022

  I have explained to the client that I cannot refund due to technical difficulties as I cannot determine where the problem lies. I have upgraded all of my computers and **** links. The teacher was logged in for the class. I have explained and apologized for this issue repeatedly. The client said she would like to remove her child from my studio, so I did that for her. I refunded her term money and the costume deposit she claims I did not refund. I'm not sure what more responsibility she expects me to assume. I feel with all of these complaints and past issues, that my studio is not a right fit for her as we cannot seem to meet her needs.

  Customer response

  14/04/2022

   I am rejecting this response because: instead of agreeing to a positive solution like reimbursements and a sincere apology to myself and child for the tears and stress ****** denied my refund and blamed technical difficulties hoping I would be upset enough to leave her studio. Clearly there was no financial issue in a refund considering she has now sent me the full term 3 and costume deposit, I had sent my response yesterday before she offered the costume deposit. The  issues she claims she had with my daughter are also well documented in email and were caused by staff not knowing how to deal with an upset child. ****** refuses to admit that is is not right that she has a phone number listed on her website and Facebook that is not a viable contact to register or check on your child in class. She also refuses to remove the number. I also think it would be beneficial to send an email to all clients stating there are still ongoing issues with the online classes offered and that there will be no refund given if a substitute does not sign in, or there are technical difficulties. I would like the contact number removed, I am sure it has caused many family’s problems but she wouldn’t know that because no one is able to leave her a message. This is unacceptable of a business. My child missed out on services that were paid for and promised and her solution is to have us leave because I highly offended her by going to the BBB. 
  
  
  

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