Complaints

• Initial Complaint

  07/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My ex signed up my daughter without my consent. I want to contact from them and told them this. They keep calling after I told them I have nothing to do with whatever my ex did. I want nothing to do with this companu

  

  Business response

  07/24/2023

  We are sorry to hear this. A local center can remove your contact information if you request to be removed from the account as long as you are not the primary contact on the record. If your daughter's other parent is the primary contact, you would simply just need to request to be removed from the account when a rep ******** you. We are unable to find the contact information provided in this complaint in our system, so it looks like this may have already been done for you. However, if you would like to send us a private message with your daughter's name, we would be happy to reach out to the location she is working with to verify that your information has been removed.

  Customer response

  07/24/2023

   
  Complaint: 20351472
  
  I am rejecting this response because: I have asked for them to remove me since last year. And now I'm still getting calls. I'm not the primary since I did not sign for anything and I wanted nothing to do with this. So I don't know why you kept my information on file when last year I said to remove me. How do I reach out to you directly to resolve this. I don't know where she attains cause again I am not involved with any of this. I never signed anything or consent anything 
  
  Sincerely,
  
  *************************

  Customer response

  07/28/2023

  Her name is ******************;

  

  Business response

  07/30/2023

  Thank you for the additional information. We have verified that your phone number is not listed on any client record for you daughter. Should you receive any additional calls, please reach out to us at the corporate office directly at *********************************************************************** or ************ and let us know what phone number reached out to you so that we can further investigate with our telecommunications provider as we have record or your request from all future outreach.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter completed Barbizon and was enrolled in Passport to Discovery. Let me be clear on this: We got calls constantly from Barbizon about opportunities available to my daughter. It became very difficult to distinguish between who from barbizon was calling and what they were calling in reference to. I have never written a bad review EVER! I feel so strongly about this Passport to Discovery that I am going to write the review in hopes it will save someone else. When we were asked to start payments for passport to Discovery it was 6 months before prior to the date Passport to Discovery was to take place. Everyone knows you cant predict what will happen in your family or personal life 6 months in advance. I requested the money back to her rep ***** it was explained to me by **** that was not possible. No matter what the issue was we could not get our money back, which was about $3500.00. This is a week at ************* with money still owed. If I am unable to attend with my daughter then she must go alone or I lose the money I have paid to date. This is not good business practice and they know it! I was told she could go next year??? My problem with that is not one person knows where they will be in 6 months or a year, its not possible. If this was a reputable company they would return the money for something like this. There would not be all these complaints against them! I only wish I had read them first! However, I will do everything in my power to keep this from happening to anyone else, including but not limited to hiring a lawyer! All we are asking for is honesty and integrity and if thats not possible we intend to make sure everyone knows this companies policies beforehand.

  

  Business response

  08/10/2023

  It is important to note that ****************** was required to fill out an online enrollment agreement and credit card authorization form via a secured online platform within ******** Services and payment card industry compliance standards. Upon completion of the online enrollment on February 6, 2023 for Passport to Discovery, a generated copy of the contract of consumer rights as well as refund policy was emailed to ******************. This email is sent both to the client and Barbizon USA offices.
  
  On July 13, 2023, ****************** reached out to a *** Ambassador asking about further details for the Passport to Discovery event. The representative went over more details including the event dates and location. This information was also provided to ****************** on April 4, 2023 during her *** Orientation. ****************** also inquired about account balances. The representative sent a copy of their current statements with account balances.
  
  On July 20, 2023, ****************** reached out to the *** team and notified that her daughter went through an injury and was needing to have surgery during the event dates. The representative explained the cancellation policy & rollover details, including the rollover fees required, per ****************** signed contract. They ended the call by setting a temporary plan to rollover the account. On July 25, 2023, the representative emailed ****************** the rollover plan, which ****************** agreed upon.

  Since receiving notice of this complaint, a representative of the competition has made multiple attempts to reach ****************** by phone without any response to date.
  
  The fact and true principle of the matter is that we have honored the contractual obligation and have maintained the highest level of professionalism. We are pleased to offer services like Passport to Discovery that hosts over 100 agencies and industry professionals worldwide to scout the best and brightest that Barbizon USA has to offer. From the included email attachment, it is to our best knowledge that this has been resolved, as ****************** agreed to rolling over the account on July 26, 2023.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I prepaid Barbizon a total of $8175 for my 13 year-old daughter to compete in the 2023 Passport to Discovery (PTD) modelling competition. Prior to this event she was invited to compete in a smaller, regional competition in *********, ** on June 18th. During this event my husband witnessed a Barbizon employee purchasing and delivering alcoholic beverages to other Barbizon employees who were working. In addition, he overheard hotel staff discussing other alcohol purchases for judges/talent agents in attendance at the event. In addition to this misconduct, an onsite Barbizon employee openly disparaged the company's equity and inclusion message telling a group of attendees that they had no chance of being selected unless they were blond haired and blue-eyed. I notified the company of these issues via email and certified mail and requested a refund of the money for PTD. The letter was addressed to the *** of the company. The response I received was via email from the ** of Communications asserting my request for a refund was denied. I also received a separate call from another Barbizon employee following the email response where I reasserted my desire for a refund and requested a copy of my contract (for which I am entitled) which they could not provide. They committed to send a blank contract with the contract terms but did not follow through. I believe Barbizon uses standard contact language which refuses refunds unless their is willful misconduct of Barbizon. The environment created by staff alcohol use and poor hiring practices created an unsafe space for my child which undermined my confidence in participating in an future Barbizon events. I am entitled to a refund.

  

  Business response

  07/20/2023

  We are sorry to hear about your daughters experience at a competition event and understand your concerns.
  

  While alcohol consumption during events is discouraged, the VIPs at events are invited industry guests, are of age and owners of their own businesses having worked in various aspects of the modeling and acting industry in various markets for many years. While we do not police whether or not an adult chooses that they are capable of imbibing, they are required to maintain the utmost professionalism at all points during an event which they are invited to attend. Breaking this expectation would impact their standing to continue being invited to judge at future events. Should your husband have any specific feedback on any specific person, we would encourage you to share that with your ambassador or the corporate office at *********************************************************************** so it can be investigated, however we would be unable to use third party hearsay of hotel workers to take action against long standing industry partners with no history or indication of misconduct that would potentially impact and limit the quantity and/or quality of opportunities available at our events. The safety of our contestants is our top priority and the competition team does due diligence to vet VIPs of events and maintain relationships to ensure that reputable and legitimate businesses are invited to provide access to opportunities through the events.

  As for staff members at the event, they are held to a level of maintaining the utmost professionalism as well. Should your husband have any specific feedback on any specific person, we would encourage you to share that with your ambassador or the corporate office at *********************************************************************** so it can be investigated and addressed. If a staff member has finished with their shift and is of legal age to drink, we follow the same level of expectation that they present themselves consistently in a professional manner should they be in a public location.

  Upon learning about the disparaging comments made by a staff member, the staff member you are referring to has been relieved of any future employment through any brand associated with our company. Thank you for bringing this issue to our attention. While this person was not a core staff member at the event, but a contracted event support staff member with ties and history to our company, they are held to the same standards as all event staff to create a seamless and positive experience for all the event guests. We were extremely disheartened to learn of the blatant lies and misinformation that were stated by this person. While we advocate for free speech and different ideas, any language by a staff member, VIP, contestant or guest that promotes hate, divisiveness, bullying or is meant to tear down another person is not tolerated.  All of our brands celebrate and champion diversity and inclusion. The modeling and acting industries have grown so much and continue to grow. We strive to continue to be a part of that movement and our many social and digital channels reflect just how many alumni from varying backgrounds go on to work on exciting projects.

  We reached out to your local center and see that a contract was sent to *********************** on 10/6/22. We will follow up with your ambassador to ensure a copy of the contract of consumer rights is sent to you again. This is sent to clients when an online enrollment agreement is submitted, however we are happy to provide a copy whenever it is requested.

  As per the terms of the refund policy that was provided during enrollment, a refund for the future Passport To Discovery event is not due. To date, many bonus event trainings and services have been provided including a photo session for professional images to be used on callback cards, invitations to attend virtual orientation(s) to prepare for the event and access to various digital workshops via Barbizon Digicamp so contestants can receive professional feedback prior to arriving. Your ambassador was able to connect with you previously to discuss many opportunities to make sure you and your daughter have the experience you were hoping for when you signed up including private coaching, workshops on diversity and industry relevance, introductions to VIPs in your market, etc. While a refund is not due, in an effort of customer service we hope to go above and beyond to amplify your daughters event experience so she can walk away from it with more confidence and more self-fulfillment in addition to the opportunity to connect with more than 100 agencies and industry professionals who are there to scout the best and brightest upcoming talent.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed my grand daughter up and made a payment arrangement for the down payment. 3 days after the second half of the down payment came out of my account a $350 payment was also deducted. I had already spoken to someone about her inability to continue classes due to circumstances beyond our control. The woman on the phone was extremely rude. After the $350 payment was taken I called immediately as it overdrafted my account. The woman was interrupting me and verbally aggressive towards me. She stated that a payment schedule was sent home with my grand daughter. I never received an email or copy of any document with a monthly payment schedule. They cannot give legal documents to a child and expect those to somehow be legal and binding. I was told I had to send a certified letter canceling her contract and requesting a refund. I dont understand how they can just ***** Nilly hand a paper to a child yet Im required to send my correspondence certified mail. I would not recommend Barbizon to anyone. They act like your child is exceptionally beautiful and perfect for what they are looking for then treat you as if youre a criminal if you need to pull your child for any reason. Its a joke.

  

  Business response

  06/13/2023

  We are sorry to hear about your experience and the confusion over the payment schedule. We are looking into this and will address internally. We have also requested that a manager reach out to you to provide additional information and assistance. We hope that your granddaughter will be able to continue with the program at a later date and that she will have the full experience that you were hoping for when you enrolled.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for a Competition to be held in December and had to be deferred to this summer in *****. There has been a change with my employment. My son is unable to attend the competition due to ** moving out of the country called the company. They have refused to reimburse ** saying that in the contract it says that they cannot give me back my $1400. I have left several messages and emails and they have refused to give ** back the refund because we would not be living in ***************** for a few. Years so therefore my son is unable to compete and he will not be able to attend any of the competitions so they'll be able to. Just thing to do is to refund. The representative was very rude and very condescending and talk to me like. I was an idiot and said that we are refusing to do the competition one that is not the case. I am moving overseas for work on medical. Assignment. Then the representative requested that I fly from. Overseas to bring my son for competition. That is not feasible. I am noticing with this company. There is a lot of complaints and something has to be done about them stealing money and not refunding money or doing what they want to do with their. Clients that is just completely unacceptable. And I don't know if it's because of what my races Why that lady was talking to me the way that she was.

  

  Business response

  05/16/2023

  It is important to note that **************** was required to fill out an online enrollment agreement and credit card authorization form via a secured online platform within ******** Services and payment card industry compliance standards. Upon completion of the online enrollment on March 10, 2022 for the competition, a generated copy of the contract of consumer rights as well as refund policy was emailed to ****************. This email is sent both to the client and Barbizon USA offices.
  
  Ms. ******* child was registered for the December 2022 Barbizon Competition, however no-showed to the event. On December 13, 2022, a representative worked with **************** to transfer the account to the ****** ********************** Competition in June 2023.
  
  On May 1, 2023, a representative spoke with **************** as part of our customer service outreach where she demanded a refund for the account and stated theyre moving out of the country. The representative escalated the call to a team lead who reviewed the contract and refund policy with ****************. She continued to speak over the representative using profanities and abusive language. The representative stated that the account is not due a refund and that the account is not closed as **************** has not followed the cancellation policy by sending in a letter of cancellation.

  Barbizon USA is not in breach of the contract that **************** completed for her son to attend the Barbizon Competition. During the registration, **************** and her family were provided with full disclosure including pricing, terms & conditions as well as our cancellation and refund policies. Information regarding cancellation and refund policies are required to be initialed via the online enrollment. Furthermore, a copy of the terms and conditions were provided via email upon completion of the online enrollment, which was sent via email to ****************. **************** completed an agreement that stated refund and cancellation policy. Refund Policy: You may cancel this transaction for a full refund at any time until midnight of the third business day after the Acceptance Date. After 3 business days, the transaction is non-refundable. All cancellations must be made in writing Initials by certified mail to: BARBIZON COMPETITION DEPARTMENT, ***************************************************************, **. 33607.

  The fact and true principle of the matter is that we have honored the contractual obligation and have maintained the highest level of professionalism. We are pleased to offer services like the Barbizon Competition, which hosts over 50 agencies and industry professionals worldwide to scout the best and brightest that Barbizon USA has to offer. We would like to offer a chance for Ms. ******* son to compete at our 2023 Barbizon Competition event in *******, ** in December 2023, should they be in town and are happy to provide two audience tickets, which is a $60.00 value. Additionally, if they cannot make it to a 2023 event, we will waive the $175.00 transfer fee to a future competition event. Well also lock in her account at the current price point, keeping their account at a $0.00 balance.

  Customer response

  05/16/2023

   
  Complaint: 20026605
  
  I am rejecting this response because:
  Yes II did end up. Very negative towards the representative that was speaking to my phone the reason why my son couldn't. I ended up in the hospital the very next day. I also wish I'd do someone to let them know about that. And to address the additional things that they. Offered me we are not going to be living in ***************** During the time for the additional opportunities that was offered. We will be out of ***************************** and express? That to. The lady on the phone we will be in Africa. She told me that I can come from Africa for him to compete in December which is not possible. Because I have a job offer overseas I explained all of that to her. She proceeded to be very rude and disrespectful towards me and was very condescending. That is why I ended up crossing her eye. I cursed her out I have spent over $1500. For him to compete why would I not want him to compete After spending all of that money That makes no sense. When you want to degrade someone and be a little into someone you get with. What you deserve? I'm not gonna sit here and tolerate a company telling me how I should be with my house. And in addition to that I have also sent response in emails and everything else want to accelerate to send me the copy of the contract to refuse to send. Me the copy of the contract she said oh earlier in the conversation I told her that I have a contract. I said yes I may have told you that but I'm still requesting that you reset me to contract and she refused so at the end of the day. Don't sit here and try to talk about me speaking in profanity and downgrading your representative once she did the same she might not have cursed at. Me but she was very nasty towards me.  I try to make it like I just don't want my son to come. To compete because I don't like the services from barbazon on. That is not what I said I never said that
  Sincerely,
  
  *******************************

  

  Business response

  05/18/2023

  Client customer service is an important value for our company. Unfortunately, a refund is not due. Understanding that these are extenuating circumstances, the  $175.00 transfer fee to attend any future Barbizon USA Competition event in any market at any point in the future has been waived and the account locked in at the current price point.

  Customer response

  05/18/2023

   
  Complaint: 20026605
  
  I am rejecting this response because:
  We will not be attending this is unacceptable, this company is unresonable and a rip off. Lack of customer service you spend your money and ************* arent provide we went to the competion in Dec still had to buy tickets for the competion i wasted 60 , 30 for parking had to provide our own comp cards and head shots that was 60 there was no food the lines were long had to pay for make up and hair . What was the **** for it comes with nothing constant stealing. I will not participate nor refer them 
  Sincerely,
  
  *******************************

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have sent a letter to the address I was given my daughter never started training I backed out before school for financial reasons and I still havent received any refund since December

  

  Business response

  05/09/2023

  We have reached out to the local center ******************** was working with to request additional information. On November 22, 2022, an enrollment agreement form and credit card authorization form were filled out to reserve a space in her local program for her daughter. The scheduled payments on December 9 and January 2 to reserve that space were declined by the credit card that was provided. On January 4, ******************** spoke with her director noting her daughter would still like to attend and asked for the past due deposit to be scheduled to run on January 6. On January 6, a partial deposit was made. We have no record of ******************** requesting to cancel the program at any point. As noted in the refund policy which was provided upon enrollment, all cancellations must be made by certified mail. The refund policy also states that, students are considered enrolled regardless of attendance unless written notice of termination is mailed to the school. An enrolled student will be provided a seat in all scheduled classes as well as supplies and make-up appropriate to the classes. ** an effort of additional customer service, we will request that the local center drop her enrollment so that no further payments are taken unless ******************** requests to re-enroll her daughter.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a payment decline and I understood that it was decline because the bank throughly Barbizon was a scam and so they declined the payment and I called to tell Barbizon that after I realized what happened and I talked to one of the representatives and she informed me that they would credit me for the $30 fee to help me out but then 4 months later (April 2023) they tell me I dont know who you talked to but you owe for the $30 that your payment failed and the $30 failed to. I would never mess with Barbizon again. They take your money and go back on their word.

  

  Business response

  05/02/2023

  We are sorry to hear there was an issue your payment plan. We have escalated your request to the local department manager to review your situation. They will process the waive fee for your bank's first time issue and you should see a refund processed within 5 to 7 business days. We apologize for any inconvenience.

  Customer response

  05/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter was chosen to participate in the passport for discovery I agreed to make installments. In the contract that I signed it said I had up until 3 days to cancel the very next day after I signed her up I found out I had some medical issues going on that I had to address so I sent several emails and called over the phone to make sure that she was going to get canceled maybe a week or 2 later someone gotta hold of me said well we're gonna need this in writing when I head sent the letter in I called on today which is ***** and was told they will not refund me because I did not mail an letter within 3 days when the people that responded to my email and the people I spoke to on the phone never said that and told me that I would be getting my refund as soon as I got to the right department. The way they conducted this was fraudulent I spent close to $400 on my 1st payment. And the very Thanksgiving within 24 hours I knew that I was not gonna be able to continue with the $5000.

  

  Business response

  03/31/2023

  IN RESPONSE REFER TO
  March 31, 2023 CORRESPONDENCE *********************
  
  It is important to note that ************** was required to fill out an online enrollment agreement and credit card authorization form via a secured online platform within Merchant Services and payment card industry compliance standards. Upon completion of the online enrollment on March 2, 2023 for Passport to Discovery, a generated copy of the contract of consumer rights as well as refund policy was emailed to **************. This email is sent both to the client and Barbizon USA offices.
  
  On March 3, 2023, ************** emailed the Competition department stating that she needed to cancel the event due to an unexpected event. A competition associate called and left a message on Ms. ****** voicemail. ************** called back and left a message for the associate on March 4, 2023, however, the associate was out of the office and returned the call and left another voicemail on March 7, 2023. ************** called back and spoke with the associate. The associate reiterated that the cancellation must be in writing, per her signed contract and provided ************** the mailing address.
  
  On March 19, 2023, a member of the team reached out and left a voicemail to let ************** know her cancellation letter was received and that the account was closed out. Per phone records, ************** called back but did not leave a voicemail. On March 21, 2023, an associate again called ************** to advise that the account was closed and that wed send out a placement card for Ms. ****** daughter to enter the service as a courtesy. Additionally, an account closed email was sent to **************. She then called back and left a voicemail on the main line requesting the placement card. ************** called again on March 22, 2023, but did not leave a voicemail. On March 28, 2023, ************** spoke with a competition associate at length regarding the cancellation and the policies within the contract that ************** signed. ************** began shouting at the associate and then hung up on the associate.

  Barbizon USA is not in breach of the contract that ************** completed for her daughter to attend the 13th Annual Passport to Discovery. During the registration, ************** and her family were provided with full disclosure including pricing, terms & conditions as well as our cancellation and refund policies. Information regarding cancellation and refund policies are required to be initialed via the online enrollment. Furthermore, a copy of the terms and conditions were provided via email upon completion of the online enrollment, which was sent via email to **************. ************** completed an agreement that stated refund and cancellation policy. Refund Policy: You may cancel this transaction for a full refund at any time until midnight of the third business day after the Acceptance Date. After 3 business days, the transaction is non-refundable. All cancellations must be made in writing Initials by certified mail to: BARBIZON COMPETITION DEPARTMENT, **************************** Tampa, ** 33607.

  The fact and true principle of the matter is that we have honored the contractual obligation and have maintained the highest level of professionalism. We are pleased to offer services like Passport to Discovery that hosts over 100 agencies and industry professionals worldwide to scout the best and brightest that Barbizon USA has to offer. We would like to offer a chance for Ms. ****** daughter to compete at our 2023 Capitol Barbizon Competition, in *********, ** this upcoming June 2023. As a courtesy, well waive the funds transfer fee (a $175.00 value) as well as provide an additional $250.00 discount on the event, bringing the total balance to $547.50.
  

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *********************** and my child was approved to work with the barbizon model and acting school due to personal reasons i Told them that we wasnt interested anymore the director kept sending me different ways to pay them for him to start he has not tooken any of the classes they set up for him or anything the director I spoke with and lied to me and say shell fix everything and let them know than a week later they took money off my card that they had on file from when we first signed up than I contacted the director and explained to her that they took money and what happen she said once again she was goin to fix the problem than she blocked my phone number both of the numbers I tried contacting her off and the number i contacted was her sell phone number that she called me off than when calling her off a different number from the other two numbers she than acted as if she didnt know who i was and didnt wanna give me any information about anything or how I could get my money back now Everytime I call they keep saying leave voicemails they did not have authorized permission to take any money out of my bank account

  

  Business response

  01/24/2023

  We are sorry to hear of your personal circumstances. On January 13, your director was able to connect with you via phone regarding your questions on cancellation. At that point, she did note that no one would have been able to cancel your contract without a certified letter but that she could provide you with additional information on what was needed and that details are included in your contract as well. Additionally, she sent you information regarding a hardship scholarship in an effort to provide support for your family so that your child might still be able to participate. On January 18, she connected with you via phone call again and directed you to information regarding how to cancel your contract should you choose to go that route. Your local Barbizon center states via the voicemail that all calls will be returned within 24 hours. We recommend leaving a message any time you are trying to connect with someone. The main phone number for your local center is **************. While we do have a signed enrollment agreement and credit card authorization form from you, we do understand that circumstances change *** for our families. In an effort of customer service, we will request that your local center pause any further payments unless you reach out to re-enroll. 

  Customer response

  01/25/2023

   
  Complaint: 18867106
  
  I am rejecting this response because:
  
  Sincerely,disagree 
  
  ***********************;

  All of this was way after I contact u guys I made a report soon as they did it she blocked my number I called different numbers that they have set up but u you are not able to speak with anyone when u are calling u get no answer and Also the whole time of me contacting her and trying to contact different offices she still had my number blocked I took pictures of it all she was not communicating back with me at all that I also have pictures of the first complaint when they took the money when she blocked me than acted as if she didnt know who I was when After this complaint was made this is the first one I called them everyday all day no response no one to talk to or no one got back to me after I made this complaint I than tried a number that I was contacted by them after goin threw so many days ands and nights of calling and calling finally one January 18 is when she picked up off a different number I called off and spoke with me and told me they couldnt give me my money back and I have a son not a girl she didnt even know who I was when she was talkin to me 

  

  Business response

  01/31/2023

  Hi ******, If you call the main number for your local center, they will connect you with the appropriate contact at their location. They can be reached at **************. On January 13 and January 18 you were able to speak with your Talent Director and they provided you with information regarding the refund and cancellation information that was provided during your enrollment with their location. Unfortunately, while a refund is not due, in an effort of customer service, we have requested that your local center pause any further payments unless you reach out to re-enroll.

  Customer response

  02/14/2023

   
  Complaint: 18867106
  
  I am rejecting this response because:  So heres the pictures I tried to send u guys everything this is me trying to contact the barbizon school I tried contacting them befor the money was tooken out of my account and after the director block my number once we spoke she told me to text her my kids name than they call me back never got a call back never did they pick up and once I finally spoke to them was after I filled a complaint with you all this also are pictures of me trying to file a complaint befor it got this this point I didnt know how to make the complaint when I called the location of you all they gave me the information that I needed to make another complaint because they didnt get the first one 
  
  Sincerely,
  
  ***********************

  

  Business response

  02/20/2023

  Thank you for providing additional information. The 813 number you were texted from does connect to the corporate headquarters. If you leave a message when calling that number, someone will return your call. Unfortunately, we have no record of voicemails left on January 6 or January 9. The 727 number you reference, noted via a reply that it was a personal cell phone. On January 13, you were able to speak with your Talent Director via the correct corporate number and at that point, she did note that no one would have been able to cancel your contract without a certified letter but that she could provide you with additional information on what was needed and that details are included in your contract as well. Additionally, she sent you information regarding a hardship scholarship in an effort to provide support for your family so that your child might still be able to participate. The only communication prior to that via the main corporate number is on December 11 where you were able to speak with your Talent Director to discuss scheduling your virtual orientation and confirmed a new date for your scheduled payment. Unfortunately, while a refund is not due, in an effort of customer service, we have requested that your local center pause any further payments unless you reach out to re-enroll.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My daughter and I were excited to be picked for the ************ trip. On Dec5th we got the call set up payment plan for her deposit and was told I can wait for my deposit and payments to got along with daughter and that I could set those up in Feb2023 by ****************** plan-1. Dec 9th $397 2.Dec 23rd $100 because I had one last payment set that day for my daughter last Tuition payment for classes with barbizon3.Jan 6th $297 However after making the first payment on Dec 13th $247.25 was tried on my card Dec15th $100 tried I texted ***** no response Text ****** and was told to contact them to get it worked out.On Dec 23rd made my $100 for second payment, However on Dec 23rd $200 was tried also On Dec27th after getting laid off at my job $200 was tried and taken from my account my Electricity bill money I texted ***** again left emails and screenshots etc. No response On Dec 28th got a call from ***** and She let me know she was responding to emails for ***** because she was on vacation until January I was told by ***** that those other amounts were my payment for myself even though I had not set up any payments for myself to attend yet. ***** then move my payment date to Feb 2nd so that they can stop trying to take money out my account until I get everything fixed with ***** on Jan 6th- $100 tried again....*** 6TH I DID NOT MAKE THE $297 PAYMENT *ISSUE WAS NOT RESOLVED....Jan 9th-$100 tried again Jan13th $100 tried again,Jan 16th $100 tried again,Jan 17 $100 tried again smh this is not okay right after ********* electric bill money taking by passport had to set up payment arrangement to keep my power on and still no resolve for this issue I keep getting text messages addressed to my daughter saying payment past due and I got email of PDF statement and payments all over the place I want my money back that was unauthorized and not in my contract. I sent off certified cancel letter but got email of address change so resenting again today. I really just want you guys to make it right and so far no help and we are canceling. My daughter is so hurt by this and I want my money back especially the money taken that wasn't in my contract

  

  Business response

  01/27/2023

  It is important to note that **************** was required to fill out an online enrollment agreement and credit card authorization form via a secured online platform within ******** Services and payment card industry compliance standards. Upon completion of the online enrollment on December 5, 2022 for Passport to Discovery, a generated copy of the contract of consumer rights as well as refund policy was emailed to ****************. This email is sent both to the client and Barbizon USA offices.
  
  Upon registration, **************** selected a payment plan of $397.50 on December 9, 2022, $200.00 on December 27, 2022, and $197.50 on January 26, 2023. After further investigation of the account, it appears that **************** added herself as a guest upon her online enrollment which is why she saw pending charges on December 13, 2022.
  
  As Ms. ******* contractual agreement states, If payment is made by check or credit card, Applicant/Applicants Parent or Guardian expressly authorizes Barbizon USA if the check or credit card is dishonored, returned or invalid for any reason, to electronically debit the account for the any amount up to the face value of the check or credit card, plus $25.00 processing fee if the face value of the check or credit card does not exceed $50.00; or $30.00 if the face value exceeds $50. Barbizon USA shall not be responsible for any NSF charges incurred. Any payments made after the payment date are subject to a late fee of $30. The payment attempt **************** is referring to is the guest accounts contracted payment date, which declined on December 13, 2022, as well as January 20, 2023.

  
  On December 28, 2022, **************** spoke with a competition representative regarding the charges on her account and sent a text message to the representative with images of the guest enrollment agreement and credit card authorization. The representative asked when a good time to speak with **************** would be and she stated she would reach out.

  Barbizon USA is not in breach of the contract that **************** completed for her daughter to attend the 13th Annual Passport to Discovery. During the registration, **************** and her family were provided with full disclosure including pricing, terms & conditions as well as our cancellation and refund policies. Information regarding cancellation and refund policies are required to be initialed via the online enrollment. Furthermore, a copy of the terms and conditions were provided via email upon completion of the online enrollment, which was sent via email to ****************. **************** completed an agreement that stated refund and cancellation policy. Refund Policy: You may cancel this transaction for a full refund at any time until midnight of the third business day after the Acceptance Date. After 3 business days, the transaction is non-refundable. All cancellations must be made in writing Initials by certified mail to: BARBIZON COMPETITION DEPARTMENT, ***************************************************************************************************. As well as an addendum email with our updated business address.

  The fact and true principle of the matter is that we have honored the contractual obligation and have maintained the highest level of professionalism. We are pleased to offer services like Passport to Discovery that hosts over 100 agencies and industry professionals worldwide to scout the best and brightest that Barbizon USA has to offer. We would like to offer a chance for Ms. ******* daughter to compete at our 2023 Passport to Discovery event and are happy to provide two extra competitions of their choice, which is a $350.00 value. Additionally, we have closed Ms. ******* guest account, which was opened via her filling out the online enrollment.

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