ComplaintsforFMC Ice Sports

• Initial Complaint

  02/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I registered my son for an incorrect skating program. Unfortunately it was over a weekend and I wasnt able to speak with anyone at the corporate office however I did email to let them know I had done this, and I went ahead and registered him for the correct class. FMC credited my account for this, however my son outgrew their programs and I have no use for this credit. I requested a refund and was told to contact *********************************. After weeks of waiting with no response I followed with ******* and she told me that they would not be able to refund my account. unfortunately they would be unable to provide a refund. Nowhere is it noted that refunds will not be provided and my son never attended the class.

  Business response

  02/08/2023

  Dear ************,

  I have researched your complaint. You contacted our ************* team in April of 2022 and a credit was issued to your account on 5/2/22 for that program. I understand that now, many months later, you are seeking a refund for that credit.

  Our Credit/Refund policy is posted on our website and references to it appear on several of our programming information pages. Here is a direct link **************************************************** so you can view it. You'll find the policy about a third of the way down the page. As you will see, refunds are not guaranteed under any circumstances, require an online form to be filled out and approval and are subject to a $35 processing fee. We have no record of your online form. We also state very clearly that refund requests need to go through our Program Directors and not ************* and that they won't be provided after a session has concluded. The first correspondence the Program Director, *********************************, has from you is dated 1/10/2023. Her email chain shows her responses. We also have phone records that she called you on two occasions to discuss the matter. She says that she left messages but did not receive any calls from you. You have not had any verbal communication with her, only the emails.

  As the transaction occurred on 4/30/2022, the session of classes is well over and our 2022 financial year has been closed out, we no longer have access to the transaction to refund your credit card and that is what ******* was trying to explain in the email when she says we can't convert it. In any circumstance, an approved refund request would be subject to the $35 processing fee and our online form requires the requestor to acknowledge the full policy and that contingency. I do need the online form to continue this further. You can find a link to it at the end of the policy section referenced through the link above. If you have extenuating circumstances that didn't allow you to use the credit in a reasonable amount of time, please explain that in the request form.

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

  FMC Ice Sports

  VP of Programming & Services

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

   

   

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