Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.

• Initial Complaint

  Date:01/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told over the phone when we got the call that my daughter was chosen to continue in the process, that they needed a $20 good faith payment and the rest of the balance would come out at an agreed upon date. Two days later, my account was completely drained down to .10 and my bank was calling me about fraudulent charges on my account since Barbizon literally tried to pull so many different amounts until I had nothing left. They took $700!! I never signed anything, gave my debit card over the phone for the $20 and that was it. I called the various company numbers for a week, left messages, emails, zero reply! Finally tracked down the number for our representative, she replied to my 17y/o daughter immediately, and STILL hasnt replied to me. No one has!I had to go have my debit card shut down so they would stop trying to take more money (they tried again just yesterday). Huge hassle, Ive had other payments fail and my credit has been affected due to the lies and ignorance this company. My bank is currently running a fraud investigation, hopefully they can get my stolen money back! Gave plenty of chances for someone to contact me a give an explanation, maybe now theyll pay attention.

  

  Business Response

  Date: 01/24/2023

  We are sorry to hear this. On January 9, we have logs that show you and your daughter had a 13-minute phone call with your representative to go over the program you selected and the paperwork in detail. During that call, you selected Payment Plan 1 which is a pay in full plan with a discount. We are happy to provide you another copy of your paperwork which includes all of the details of your selection. We also show that your representative returned calls and left voicemails to both you and your child’s phone numbers and on January 17. We would recommend reaching out to your representative to discuss alternative payment plans should you need to make adjustments. All calls from this location are returned quickly if you leave a message. If you ever have trouble reaching your representative directly, please do not hesitate to call ***************

• Initial Complaint

  Date:10/24/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April of 2022, I was told that the balance due for her account was paid in full and we no longer owed any more money. At the same time I let the representive by the name of **** to my memory know that she was no longer participating in the Passport to discovery event in ******* ******* this year. I was told that was ok and the funds that was paid thus far will now transfer to her account for the ******* Pass port to discover in December and because of this the account was paid in full and we no longer had to pay anything else towards her progress. In July Barbizon took the amount of ******, ******, and ****** out of my account with no explanation to why first and have yet to communicate to me why these funds were taken out of my account ending in *****. I disputed these charges because, they did not have permission to take the funds after they told me I no longer owed any additional funds. They have since fought that dispute and took the money back. I have not seen any receipts since then stating what those funds were for, or any statements regarding those fund. I have yet to have seen the benefits of any of the funds I have gave this company regarding my daughter to her benefit including from the classes the that was also paid in full. I feel that I was SCAMMED and LIED too under the false hope of my daughter becoming a model. I will like every ***** of funds back that was given, or at least half. If not I do have plans to *** this company and all parties involved, if I do not see a resolution quickly. When I try to contact Barbizon I never get an answer or a call back. I will like the funds returned to my account ending in x****, If you can take it out put it back!

  

  Business Response

  Date: 10/25/2022

  IN RESPONSE REFER TO
  October 25, 2022 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 ******** Services and payment card industry compliance standards.
  
  Upon completion of the online enrollment on February 9, 2022 for the 2022 Passport to Discovery event, a generated copy of the contract of consumer rights was emailed to ********************. This email is sent both to the client and Barbizon USA offices.
  
  On February 23, 2022, ******************** spoke with a representative inquiring about a refund on payments that were processed for all 5 of their accounts. The representative advised that the refund period has passed and that we were unable to refund the payment. The representative then offered a discounted package for the family, with a savings of $3675.00. ******************** was grateful and verbally agreed to the new package. The representative sent an email requesting confirmation of the new payment dates & package prices, which was replied to by *********************
  
  On April 12, 2022, ******************** spoke with a representative inquiring the policy to cancel. The representative went over the policy and reiterated that there are no refunds due since the refund period has passed. The representative then offered to transfer a portion of the funds paid to the ******* Barbizon Competition in December 2022. The representative then sent a follow up email again stating that the funds could be transferred to another competition and that the account would remain active until a letter was received at the corporate office, as the signed enrollment agreement and refund policy states. Additionally, statements were attached showing the balances of each account. A copy of this correspondence has been attached and provided for BBB and customer reference.
  
  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 host over 100 agencies and industry professionals worldwide to scout the best and brightest upcoming talent. We are happy to honor our written agreement with ******************** and have her daughter participate at the Passport to Discovery Competition as either a competitor in August 2023 with the $400.00 rollover fee waived or the opportunity to transfer funds toward our Southeast Barbizon Competition December 18, 2022 with the $175.00 transfer fee waived.

• Initial Complaint

  Date:10/13/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is an absolute scam and rip off. They told my wife and daughter, whom had inquired about there "agency" they needed a card on file to hold in case they decided to go forward with anything after speaking to me about it. We told them we would not be going forward with anything they offer. they then chargeed my card on 3 consecutive days. we then got a hold of them and i was told no money would be collected, charges would not be made or attempted, we sent a writted notice of decling everything and now they are still randomly charging my credit card whenever they feel like it. I never personally had any interation with them other to say they are NOT authorized to charge my credit card(which is ***** in my name, so also completey illegal) In any way. Betweeen my wife and I we have reached out 50 times and cant get a anwser or call back, I am now cancelling my credit card so these criminals do not continue to extort our family. DO NOT EVER EVEN SPEAK TO THESE PEOPLE!!! THEY LIE CHEAT AND STEAL IN EVERY POSSIBLE WAY THEY ARE HORRIBLE PEOPLE!!!!!!!!!!!!!!!!!

  

  Business Response

  Date: 10/19/2022

  Barbizon offers a training center and placement program. We are not an agency and cover what an agency is and our role in the modeling and acting industry during the required virtual information session prior to enrolling. Having been in business for more than 80 years, we value transparent communication and spend time during our tryouts clarifying how we help kids, teens and young adults get started safely in the industry. We have reached out to the local Barbizon for clarification on your daughters account. On August 18, your wife completed an online enrollment application which includes the cost of the training program should she choose to pursue training and placement with the local center. During the enrollment process, clients are 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. At this time, it was requested that no payments be taken out until September 10. Despite this not being the typical first payment date for the program that was selected, adjustments were made so that the account was placed on hold until the payment run date that was requested. We do see a note that on September 16 a member of the customer service team was able to connect with you directly via phone. At that time, she explained the process for cancelling the contract, apologized for any inconvenience or miscommunication and waited on the phone to confirm that you received the detailed information regarding the cancellation and refund policy via email. This policy outlines that a letter of cancellation needs to be sent in order to cancel the contract. These details were provided in writing via email at the time of enrollment and again on September 16. To date, a letter of cancellation still has not been received by your local center, however we would be happy to enquire further if you can provide the tracking information. All calls are returned by this location within 24 hours. We recommend contacting the center via the main number which is ************** and leaving a message whenever you need assistance to ensure a timely response. If you feel as though a credit card that is only in your name was used without your consent, you are able to file a claim with local law enforcement against the person who used your credit card. Unfortunately, as the merchant, we would have no way to verify that this has occurred until after it has been reported to the local center. In an effort of additional customer service, we will ask that the local center close the account to halt any additional charge attempts.

  Customer Answer

  Date: 10/22/2022

   
  Complaint: 18207776
  
  I am rejecting this response because: the conversation had from the start was that they need to "have a card on file to hold a spot but would not be charged unless we decided to go forward." This is what the local center stated to induce my wife to enter into something that she was mislead and told very different things than were reality. They promised to make no charges until she had a chance to discuss with me if this was a good program for our daughter and our family. We decided it was not and we would not being going forward. Prior to the card ever being charged the first time I was contacted personally by the local center and asked if my daughter would be attending class that weekend, and to see if I would pay them and how much could I afford to pay them. At that time I clearly stated that we had decided NOT to go forward in anyway and they, at the local center,  were not to and did not have permission to charge my card. I made it very clear the card was only in my name and they had NO PERMISSION to charge me. They were very aware of this as a merchant at the local center before ever attempting to charge me the 1st time and did so anyway. Again after the 1st and 2nd charges we were in contact, and lied to again, being told that there was a mistake and they certainly wouldn't charge me again. They again new with no doubt this was my card and I gave them no permission to charge it. At this point I have been charged on 4 separate occasions totaling $600 and absolutely no services, classes, or training have been rendered in  anyway. The only acceptable resolution here will be a full refund.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/26/2022

  We understand your frustration and apologize for any misunderstanding. While the contract and refund policy do state that a letter of cancellation is required, in an effort of additional customer service the local center will provide a refund for the amount paid to date back to the card that was provided. As mentioned previously, the account has also been cancelled so no further charges will be taken.

  Customer Answer

  Date: 11/01/2022

   
  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. I am pleased to say that I have verified that as of today the charges do show as reversed and refunded to the card. As long as they are true to their word at Barbizon in that they have closed this account and no future charges will be made, then this will be a satisfactory resolution accepted on our end. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just signed my son up to the modeling barbizon school and i put down a $495.00 deposit and then was put on a payment plan starting in september to make payments for 6 mths. We decided after the first class which was this sunday august 28th that barbizon was not for us so i told them that i wanted to cancel the contract and notified them that i put a automatic stop payment on any payments moving forward. I was told to write a letter and send it certified mail which i did today saying i wanted to cancel the contract. When i talked to a woman from barbizon she told me that i would not be getting any deposit back because i am on a mthly payment which i never started paying because we cancelled before that date on the phone. I then informed her that nowhere on this contract does it say that if your on a mthly payment program that you dont get a refund back. I want my refund back as i am entitled to it. Barbizon are scammers and it makes me sick that they use kids like this to make money. Pls email me at ********************** if you need a copy of the contract. I looked up the history on barbizon and some people have gone to court or have said bad reviews about how they never got there money back. They should close this business....its a sham.

  

  Business Response

  Date: 09/08/2022

  We are happy to provide additional information to assist ****************** in her request for clarification and also provide a copy of the contract to the BBB. The contract which she was provided and agreed to states that the program her son enrolled for is a 48-hour modeling for personal development program. While there are many additional benefits to the program including lifetime access, no cost placement for graduates, graduate support services, virtual orientations and more, the contract only agrees the customer to hours spent during in-class attendance. The contract states that after attendance has begun there are non-refundable fees due to cover supplies and the registration costs that reserved a students seat in the class. Additionally, there is a scale of refund potential due based on the amount of the program a student has attended versus what payments were made. Attending the full 8 hours of the introductory class which covered basics in modeling, acting and personal development amounts to 16% of the in-person curriculum time. In ****************** case, this amounts to 20% of the total program price being owed. While the total amount due is more than the down payment that ****************** made, this is not required to keep the account in good standing if a student elects to pause their progress in the program. This difference is waived in an effort of customer service as we understand that individual circumstances and schedules may change. While a refund is not due, the account payment plan for ****************** will remain paused unless her son decides to return and begin the program again during a later session. Additionally, the local center has offered to review ****************** payment plan to see if there is any way that they can assist in order to enhance her son's experience and allow him to finish the program to take advantage of access to the placement division.

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17904141
  
  I am rejecting this response because:  I had my lawyer take a look at the contract this week and she told me that a minimum $200.00 is non-refundable, then it would be percentage of schedules.  If the first class already happened, which it did because my son attended that one, that would be an additional $50.00 non-refundable fee and if the 2nd class has started which it has not (does not start til October 2nd), then it would be an additional $100.00 non-refundable fee.  There are 6 classes, and he only took one, so each class is 16 percent.  There is no definition on this contract as "scheduled", and it does not say anywhere in the contract that if I did a payment plan, which I never started, that I would not receive my deposit back.  I gave you $495.00 deposit down, so you owe me $245.00 from my deposit. 

  I have attached the letter of certification that I sent out to the company, as well as the tracking number proving that the company received this letter to cancel this contract and all auto payments.  I was looking on-line the past couple of weeks and there are a lot of complaints even lawsuits about barbizon modeling not giving money back.  I think it's sad that this business is actually in the bbb as an A plus, when there have been thousands of complaints on
  -line and actual lawsuits.  I expect my $250.00 back asap, or I will be taking this to court and asking for more money for wasting my time and being scammers. 

  In fact, I think all the parents that are online that have complaints about being scammed out of there, money should get together and do one big lawsuit against this company.  I expect my $250.00 back immediately. 

  Sincerely,

  
  *************************

  

  Business Response

  Date: 09/14/2022

  Thank you for providing additional feedback. Unfortunately, there seems to be a misunderstanding. As ****************** noted, 16% of the program was taken by her son's attendance. This aligns with 20% of the Total Program Price being due in addition to the non-refundable supply fee and non-refundable registration fee. No refund is due as less than this amount was paid by the deposit. We noted in our previous response that the letter of cancellation was confirmed as received, the account has been paused and no further payments will be taken. **************** is a high priority for our company. We value transparent communication through review platforms to showcase all of the wonderful success stories of students and families that were able to experience and take advantage of their enrollment as well as work with families experiencing financial difficulties to bring program-oriented solutions as we understand that not every persons circumstances are the same. Platforms like the BBB allow us to communicate and reach agreements to the best of our ability. In this case, a refund is not due but we understand your frustration in navigating the contract that was agreed to. We would like to offer a scholarship for the remaining balance due to your son so that he may continue the program and, once completed, have access to the Placement program and graduate services. 

• Initial Complaint

  Date:08/06/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I advised Emily at Baribzon to not take money out of my account and to remove my card on file due to my daughter paying for her own classes and putting her card on file. I have had deposits from my job n no money was taken out of my account until 8/5/22. They were not authorized to go into my account and they took 3 amounts of 245.00, 100.00 and 145.00. My account became negative. I was in a recent car accident and needed to get to work. Couldnt pay my car note or rent. Get my car fixed and lost my job. I called them and spoke to Emily. She even stated over the phone that she was advised not to take money out of that account and remove the card. She stated she sent a credit card authorization form which she never did. I have screenshots of my email where nothing is sent. I asked for the money to be returned to my account and they refused. Even after stating it wasnt supposed to be authorized. I want a refund and believe this company is money hungry. I was treated unfairly n this is unjust. I had to dispute the charges with my bank and they have cost me almost everything. Bad business.

  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/16) */ We are sorry to hear about your car accident and glad to hear you are okay. On May 26, 2022, a representative from Ms. ******'s local center spoke with her regarding the process to change the credit card that was originally provided by her to make scheduled payments for her daughter's account. They advised that they would be able to change the card on file and a credit card authorization form was needed to enact the change. A credit card authorization form is a document, signed by a cardholder, that grants a merchant permission to charge their credit card for recurring payments. This is required to protect both the business and the consumer. A new credit card authorization form was emailed to Ms. ****** that same day. To date, the local center has not received a signed authorization form back from Ms. ****** requesting the change of credit card despite reminders regarding the process to change the credit card on file on June 28, July 28 and August 4. Once the local center receives this authorization form they will be able to adjust all future payments to the new credit card.

• Initial Complaint

  Date:06/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are paying payments for a $5,000 modeling and acting class at Disney for our daughter. We were only supposed to be billed $500 per month, that was the agreement and we understood that. They upped it to $1000 per month as of May 2022. In two $500 increments. Also we have tried to call to cancel because of this and the fact that we are going to travel alot so we wont be able to make it to this event. We were informed that a refund was available if we decided to cancel. I understand there was a fee for late cancelation which is understandable. But not $3000 we have already paid. I was not mailed any policy or any paperwork for that matter on the agreement. So I would like a full refund at this point. And I ask that they be more honest with their students and parents. Most of us are trying to make our kids dreams come true on a very fixed income with other children and bills to contend with. So money is beyond tight and im now very aware that they could care less if a family with multiple children on a fixed income struggles.

  

  Business Response

  Date: 07/20/2022

  Business Response /* (1000, 5, 2022/06/15) */ IN RESPONSE REFER TO June 7, 2022 CORRESPONDENCE - ********* ***** CASE # ******** It is important to note that Ms. ***** 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. Payment dates are outlined during this online enrollment process. Upon completion of the online enrollment on February 17, 2022 for the 2022 Passport to Discovery event, a generated copy of the contract of consumer rights was emailed to Ms. *****. This email is sent both to the client and Barbizon USA offices. This copy includes all detailed payment dates for Ms. *****'s account. Our email server does show and track the IP address to confirm Ms. ***** did in fact agree to the dates detailed through the online process. On June 6, 2022, Ms. ***** left a voicemail expressing their interest to rollover the account to 2023. A representative called back and was advised to reach out to their assigned PTD Ambassador for assistance. On June 7, 2022, a call was placed to Passport to Discovery headquarters, and the family expressed their interest to cancel their attendance for the 2022 Passport to Discovery. The representative went over the cancellation policy, stating that cancellations must be made via certified mail and that refunds are not offered as we are past the refund period. The call was then ended. The fact and true principle of the matter is that we have honored the contractual obligation and have maintained the highest level of professionalism. Additionally, all payment dates were fully disclosed at the time of registration, via online enrollment and as an electronic PDF copy. We are pleased to offer services like Passport to Discovery that host over 100 agencies and industry professionals worldwide to scout the best and brightest that Barbizon USA has to offer. We are happy to honor our written agreement with Ms. ***** and have her daughter participate in the Passport ** Discovery Competition in 2023 with a waived rollover fee (a $400.00 value) and with a complimentary extra competition (a $175.00 value). Additionally, we would be happy to offer one guest account at a 50% discount so that Ms. ***** can see her daughter showcase her talents and passions ** the 2023 Passport to Discovery Competition. Best Regards, David W. Vice President of Communications Consumer Response /* (3000, 10, 2022/07/03) */ If you feel ypu have done everything possible to rectify the situation that's on you. As a parent im telling you to be way more transparent about the contract because a family with 7 kids and just trying to make ends meet and help their daughter along the way needs to be able to understand every aspect of where the money goes and if she so chooses not to continue that all of it will be lost. So have a good evening. I still would like a refund. Business Response /* (4000, 12, 2022/07/08) */ IN RESPONSE REFER TO July 3, 2022 CORRESPONDENCE - ********* ***** CASE # ******** In our previous response, it was noted that correspondence both verbally and written were provided to Ms. ***** about the cancellation and refund policies on February 17, 2022 and again on June 7, 2022. Our representative went over the cancellation policy, stating that cancellations must be made via certified mail and that refunds are not offered as we are past the refund period. As mentioned, we have honored the contractual obligation and have maintained the highest level of professionalism. Additionally, all payment dates were fully disclosed at the time of registration, via online enrollment and as an electronic PDF copy. In an effort of additional customer service since we do understand that our client's needs and schedules may change, we are happy to offer a waived rollover fee (a $400.00 value) to participate in the Passport to Discovery Competition in 2023 as well as the complimentary extra competition (a $175.00 value) and a 50% discount for a guest account.