ComplaintsforTowers Armory LLC

• Initial Complaint

  12/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 11/30/2022 I registered for a class to be held at Tower Armory on 12/18/2022. Due to illness, I am not able to attend this class on 12/18/2022. I called them to cancel on 12/17/2022 and was advised my receipt very clearly stated they require 72 hour notice so no refund will be issued. The receipt I received was an email that stated it was a Zoom class (which is not true, per phone call 11/30/2022) and has no mention of their refund policy. I am trying to be responsible and not spread illness. I had no knowledge of a 72 hour notice for cancelation and was not able to find any reference to it on my receipt or their website. I would appreciate a refund of the class fee of $125.00 as I am not able to attend the class on 12/18/2022 and with my schedule I don't know if or when I'd be able to reschedule. It is hardly fair or professionally ethical for them to get paid for a service I did not/cannot receive as requested or for them to hold my money hostage for a future date. I am really surprised the BBB gives them an A+ rating. That is certainly not been my experience. From the initial email receipt (which was wrong) and phone call (to clarify the class I had registered for) on 11/30/2022 to the phone call on 12/17/2022 to cancel of which I was transferred 3 times and then basically scoffed at for trying to cancel. Very disappointing they chose to do business this way.

  

  Business response

  12/27/2022

  I have forwarded the claims to the web team for research into this matter and reviewed this complaint plus all available information from that purchase. The following after action report was generated.
   An in store employee would only have the policy to go by as this was a web registration and payment, so all answers would have been within those limitations. I have personally interviewed the employees that handled the call and all stated the caller while upset and frustrated was handled with respect in a professional manner. All answers were determined to be within the policy. Web orders are handled very differently than in store purchases and the customer should have reached out to web team at the [email protected] email or "the contact us" at the bottom of the website for a refund. That is common knowledge at the store and it was determined through interviews that employees communicated with the customer that web cancellations are done through the website. The website will allow a self service refund up to 72 hours and will not allow refunds once inside the 72 hour limit. Research showed there were no records of any emails received nor attempts to refund before 72 hours from the date of the class. None of the Employees had any knowledge of a reason for not attending beyond she could no longer attend the class. An extended reschedule time of one year was offered although the customer turned down this option. The telephone transfers were one hold and one transfer. The web receipt and emails did not contain the 72 hour refund policy. Calling into question BBB ratings is beyond the scope of Towers Armory to answer and if needs addressed should be a separate complaint to the BBB directly. 
  Determinations: 
  Web orders cannot be refunded in the store or over the phone and was clearly communicated to the customer
  The proper knowledge of policies determined that, with the information available to the employees at the store level, the customer was ineligible for a refund
  No specific reason for cancellation was given
  Employees were professional in conduct
  Although outside the policy, a reasonable solution was offered and turned down by the customer
  The receipt did not include the proper 72 hour refund policy
  The information emailed was in fact the wrong class information
  Conclusion of cause:
  The Web team incorrectly entered the documents for in person classes which caused the Zoom class information to be emailed.
  The receipt information was not updated for in person classes
  The customer should request a refund through the email [email protected]
  Specific information for the customer:
  In order to expedite your refund please email the web team at [email protected] do not contact the store.
  Refunds must be to the card originally charged.
  Refunds may take up to 7 business days to fully credit her payment.
  The email will need several things in it,
  The name of the student, this reference number in the subject line of the email *070898-12-18-22 sn 11, the last 4 of the card and zip code of the billing address for the card used.
  all further communications will be by email only so both parties have clear records of everything

  Customer response

  01/03/2023

  
  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,
  
  ****** *******

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