ComplaintsforIdea Lab Kids - Wesley Chapel

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  My daughter ************************* was attending IdeaLab Wesley Chapel in March of 2023. At pick up time I went inside to pick up my daughter and ******** (owner) and I were speaking and she proceeded to tell me about the upcoming summer camp opportunities. She also mentioned spaces are limited so booking early is suggested. At that point I signed ****** up for two different camp sessions totaling $780.28. Again I did this at the desk in person. At no time did ******** say anything about being non refundable after 4/14. I emailed ******** 4/24 the same day as I found out that ****** had to attend summer classes in school for reading and she wouldn't be able to attend summer camp at IdeaLab. I asked for a refund in the same email. ******** emailed me back and said it was non refundable after 4/14 and the policy is online. I emailed her back and keep in mind I registered in person with the owner herself not on line so there was no way I would have known this was non refundable unless she told me and she did not. In the email I said "To understand correctly if someone signs up with you at the desk and you register and charge them right then and there you dont think its appropriate before you charge the card to tell the customer its not refundable? You are saying you charge the card then expect me to go to the website and read the non refundable policy after I already paid you?" She emailed me back "had I asked about the policy I would have told you". To conclude this is not how you conduct business and is sneaky and malicious and a way to keep customers money. How could a owner not be upfront about the policy or have a sign at the desk stating the policy. Unacceptable. I would like a full refund to my original form of payment. Thank you in advance for your help with this. PS. I can email the thread of conversations that were had via email if you would like. Just provide me a email to forward to.*************************

  Business response

  04/27/2023

  Please see attachments for response. Thank you.

   

  ******** Bellamine

   

  Customer response

  04/28/2023

   
  I am rejecting this response because: This is not how business is done.  I own two very successful businesses and I would never treat my customers like this.  Not disclosing the policy simply because I did not ask about the policy does not mean the owner should not have to mention the policy or display it someplace at the desk where customers who register in person are aware of the policy before giving the payment info.  Again, I am requesting a full refund and I am rejecting a credit to this establishment obviously.  Why would I send my daughter or refer any business to a establishment that is taking advantage of customers.  If need be I can move this forward to their head quarters.  Thank you.
  
  

  Business response

  04/28/2023

  I regret that this customer failed to read our terms and conditions and that this situation occurred. However, I feel I have been very fair and flexible with her offering multiple options to resolution. Despite having clear and transparent terms and conditions on our website, she has asked for multiple exceptions. Regardless of my attempts to reconcile, she has not taken any accountability in this situation or expressed her desire to reach an amicable resolution. I have been empathetic. My desire is to find a win-win for both of **, as her child ecstatically enjoyed our programs. Anyone that knows me would describe me as kind, fair and flexible--exactly how I have treated this customer.

  Customer response

  04/28/2023

   
  I am rejecting this response because: This is going in circles...I obviously cannot read their policy on the website if I am registering at the desk in person.  At the very least the owner could have simply said refunds after April 14th is not allowed before she took my payment.  Also note we were VERY new to the establishment.  I believe ****** only attended 3 times and it was on the second visit the owner made me aware of the summer camp programs and how they book fast so if your interested you should sign up.  In conjunction with the sales pitch she failed to mention the refund policy.   She could have took the extra 5 seconds to tell me its non refundable especially to someone SO new.  I stand by the full refund I am requesting back. 
  
  

*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. ↩