ComplaintsforAbove the Barre Dance Academy

• Initial Complaint

  12/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I enrolled my granddaughter in August. I returned the *** agreement for $60/ month on August 25th. On December 1st my account was debited for four months tuition that had not been previously debited by month. When I asked why it was done that way, I was condescended and treated terribly. In addition, I was charged a registration fee for a child placed on the waiting list but not enrolled in any class due to no space. Owner is only willing to refund that fee if I communicate with her in person or on the phone even though she is aware as I messaged her on messenger- according to her that is inappropriate. After I called out the bad business practice I was then told that I had filled the ach form out incorrectly and that they tried to contact me by email. I never received communication. How is it that a debit was taken but the ach form was incorrect?I want my money back for the incorrect registration fee and I do not wish to have further contact with the business owner.

  

  Business response

  12/05/2022

  Hi there,

  This customer filled out her *** form incorrectly in August.  She was contacted via email and phone 6 times from august 25th through November 18th when the form was finally adjusted.  In addition, she was contacted 3 times about her account being past due, but we still allowed her granddaughter to take classes.  At that point, her account was showing charges for 4 months of service that she had not paid for.  We deleted all late charges and debited the account on December 1st for the total due on her account as agreed to on the *** form she filled out.  In the middle of all of this she also enrolled a second child on her account and accrued a $35.00 registration fee.  Our system assesses that fee to ALL students regardless of being enrolled in a class.  We've offered to refund that $35.00 in cash immediately since he won't be taking classes.

  An email was sent from our bank on Monday, November 28th with the total expected to come out of her account. Our office is open 9-9 Monday through Thursday, so plenty of opportunities for her to contact us. She used ******** Messenger to contact us on Friday, December 2nd to dispute what she believed to be an accounting error.  Our office is closed Friday-Saturday and I was out of town this weekend for my own child's event when the message came in.  Because I didn't want her to have to wait until Monday, I responded explaining we couldn't discuss accounting over a social media messenger, and that I would have our accountant GO TO THE OFFICE on a day we were closed to handle.  I did just that, and we explained the charges etc.  An email was sent, we attempted a phone call.  She didn't answer either.  She continued to use FB messenger.  She was furious.  Calling us names, saying awful things.  I offered to set up a time to meet with her in person on Monday when I had access to her account information etc, she said she didn't want to communicate with me.  She threatened us.  She was completely irrational, so I told her I wasn't able to continue a conversation until Monday.  

  As promised, I've emailed her this morning to explain we have her $35.00 in cash for a refund sitting in the office for her.  She's not responding to that email.

   

  I'm not sure what else to do from here, but as a recap: Her granddaughter took 4 months of gymnastics classes.  She's now paid for 4 months of gymnastics classes.  I'm trying to discuss this with her in a civilized manner but she has no desire to actually talk in person or even via phone, so I don't know how else to handle from here.

   

  Customer response

  12/06/2022

   
  Complaint: 18516918
  
  I am rejecting this response because:
  There was NO communication regarding an *** form filled out correctly. In addition, my bank confirmed that IF the form was indeed filled out incorrectly they would not have been able to debit the account. 
  This business is COMPLETELY lying to both of us. 
  I completed the *** form and returned it and THE BUSINESS did not do the monthly debit. No changes to the form and they debited for 4 months of tuition as well as a registration fee for a child who was not registered for any classes. 
  when called on it- all of a sudden my form was incorrect and they contacted me. 
  I have received TWO emails from this business. One on Friday and one on Monday. That is all. 
  she is lying!
  Sincerely,
  
  *********************************

  

  Business response

  12/06/2022

  You didn't select the options at the top of the *** form asking if you were providing new account information or CHANGING account information.

  Our accounting department never processed the form since it was filled out incorrectly.  We contacted you via phone and email monthly to stop in and fill out accordingly.   After 4 failed attempts we confirmed with our bank that we could still process the *** form even without that box checked at the top considering all other information was on the form correctly.  They confirmed it was fine, we processed the *** form.  Your account was debited for the services rendered.  

  As explained on multiple occasions... we will happily refund the $35.00 for the registration fee not being used.  Please stop into our office to pick that up, or I'll even happily venmo it to you.  We cannot put it back through *** as we are ONLY allowed to debit accounts.
  

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