ComplaintsforCanadian Academy of Vocal Music

• Initial Complaint

  21/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We planned to sign my daughter up for singing lessons. The agreement was one payment up front and another payment 1/2 way through total of 20 lessons. The receptionist rushed my wife to sign a contract dated 2004, did not include a second payment in the contract; however charged us an unauthorized 2nd payment of $900. Once this happened I advised that I was upset; would like to pay for the one class my daughter attended and would like a refund of the rest of our money and want to discontinue their services. She said my daughter/ wife was **** because they asked questions. I told them I do not want to move forward with the lessons as I was upset about her terrible customer service/ experience; The receptionist mentioned we do not want you here anyway. I have asked for a refund which they still have not provided. The total amount they took from us was $1800. The receptionist rushed my wife to sign a contract and the contract is bogus. They are now ignoring my emails and calls. I need help to resolve this issue. ***** ** ****** ******* *** ************ *** **** **** ** ***** ***** ***** ** ******* ****** **** ********** We would like to pay for the one class my daughter attended and receive a refund; $90 per class so would like a refund of $1710 as they charged us $1800. I did not sign or authorize the recent payment.

  Business response

  27/06/2022

  Good afternoon,
  
  In response to your email and the complaint made by Mr. & Mrs. ********;
  
  1. Initial meeting with Mrs. ******** was arranged and given for her daughter to have a ***** consultation paid by ****.
  2. Agreement with Mr. ******** by telephone for registering 20 Hour classes with an assistant teacher for a total of $1,800. beginning on June 14th, 2022 at 6:30pm EST. He paid by **** $900. The balance was to be paid on Start date June the 14th, 2022. His wife called to cancel and reschedule the start to June 16th at 6:30pm in person instead of ***** class. His wife and daughter arrived 30 minutes late, with no mask, and mentioned she and her daughter just got over the flu. She did not want to co-operate and wear a mask to protect the owner and assistant who are over the age of 50 years old. The instructor gave an in person, 30 minute class.
  3. Before the class, the instructor completed registration by asking for signature on a **** slip for the remainder of $900. dollars balance. Mrs. ******** signed both the contract and **** slip willingly, no one forced her, not sure how you force someone. As there are cameras on the premises, 24 hour surveillance.
  The contract was signed and given to Mrs. ******** and she waited in the waiting room and said nothing to myself, or the instructor. The contract was a photocopy. Unfortunately, the Photocopier was low on ink and did not pick up the initialized 2022 on the contract. It was impossible to speak to either Mr. or Mrs. ******** because they could not communicate in a civilized way. They chose to scream, and it was very distressing. Demanding money back immediately on a Fathers day weekend. I was out of town with my family, not in the office.
  4. Several days later the husband continually called *** ******** ********* *** demanding his money back with no explanation. In the contract it clearly states no refunds. However, after the ********** behavior I refunded the monies remaining and charged for the services taken.
  5. The money was refunded to Mr. & Mrs. ******* on **** for the lessons not taken.
  6. This complaint was filed less than a week after the given, in person lesson. I am uncertain why they would have originally called to register their daughter for classes if they were strapped financially. *** ****** ****** *** ******** ** **** ******* **** *** *** ** **** **** *** ********** ******* *** ******* **** *** ********* *** *** ********. Lessons at the Academy must be paid in full before the onset of lessons. We do not offer pay as you go, method of payment.
  
  Cordially,
  
  Ian G.

  Customer response

  04/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Desired billing adjustment requested is $1,800 minus one class of $90 = $1,710. As of today, according to ****, we have received a reimbursement of $900 + $550. A remaining $260 is still outstanding.
  The academy has made an accusation in that we are strapped financially. This is not the case.
  1. The verbal agreement was for $900 to be taken June 4th and the additional $900 to be taken after 10 classes (half-way through).
  2. The Music teacher asked me to sign the contract June 16th, verbally communicating that I was signing for the fact that my husband paid for the first installment. I knew my husband paid the first installment on June 4th, so I signed the contract and received this on June 16th.
  3. After the first class, June 16th and after reading the contract in detail, I noticed there were errors. I emailed the business to notify them that the contract had errors ***** ** ******** ******** *** ********* ** *** ******* **** *** ********* **** *** ***** ***********). I also requested further info about the music instructor who informed us her name is Michele. Written email sent June 16th. Response not received by the business in writing until June 24th.
  4. This academy took an unauthorized payment of $900 on June 16th. When my husband noticed, he called the business (June 17th) and spoke to the office assistant who we believe is also the music teacher.
  5. The office assistant misled us and acted completely unprofessional. She also called our 8 year old daughter ****.
  6. As per the consumer protection act, we have 10 days at the time of receiving the contract to cancel. We decided to cancel the contract and requested a full refund excluding the one class. Total refund to be $1,710. We notified the business in writing of this on June 17th.
  7. Ian G. advised he was away for Father's Day weekend but it is important to note that the business shows as open everyday of the week exception being Sundays, on their website. A courtesy email of acknowledgement would have been appreciated. We did not hear back from the academy in writing until June 24th which was after the BBB reached out to this business about the complaint.
  8. We did visit the business in an attempt to resolve the issue in person on June 21, at the time the vocal lesson would have been, had we not cancelled. To our surprise, the door was locked but we had not received the reimbursement or a written statement from the academy at this time.
  9. Not that it has any relevance to the claim but the academy chose to comment on the fact that we did not cooperate to where a mask. This statement is false. At no point, were we asked to wear a mask. Had we have been asked, we would have had no problem with this request.
  10. The classes were never set up as a ***** class so that is another false statement made by this company.
  Thank you for your attention.
  

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