ComplaintsforIn The Net

• Initial Complaint

  08/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10 August 2021, I purchased softball lessons for my daughter. I paid $300 for 5 lessons with a particular coach. In The Net offers a package of 5 lessons for $300. The requirement is that you can only schedule lessons with the coach you designated when you make the purchase of the package. I scheduled one of the lessons for 17 August 2021. The next day, 11 August, I was informed the coach that I purchased the package for, will no longer be employed by In The Net. I emailed and called several times talking to the manager and owner about a refund since they are no longer offering the service I paid for. I was told that it is their policy to credit my account but not issue a refund. I told them they no longer offer the service I want but they still refuse to issue a refund. They are ignoring my emails and phone calls.

  Business response

  09/08/2021

  On May 31, 2021, *** *********** purchased two softball clinics scheduled for July 26, 27, and 28 for his daughters at $135.00 apiece, totaling $270.00. On July 16th, he canceled one of those clinics and $135.00 was returned to his online account through our facility in the form of credits available to use for other services. On July 21st, he canceled the second scheduled clinic and an additional $135.00 was returned to his online account through our facility in the form of credits available to use for other services (camps, clinics, lessons, cage rentals, etc.). The camp he registered for was sold out and the late cancellations prevented other clients from registering for the camp. Per our refund policy, which clearly states on our website and through our booking software, that in the event there are any cancellations by Instructors or clients for camps/clinics or lessons, the money will NOT be refunded in the form of cash or credit card, but instead be refunded to the client's facility account to use toward other services with no expiration date. 

  On August 10th, 2021, *** *********** purchased a 5-pack of 60-minute lessons with one of our instructors in the amount of $300.00. $270.00 of credits on his account from cancelling the two clinics was applied during the transaction and *** *********** paid an additional $30.00 with his credit card. When a client purchases a 5-pack, they have the ability to view the instructors availability. At the time of purchase, the instructor in which *** *********** purchased the 5-pack for, offered zero availability to schedule his lessons. Clients are encouraged to check availability prior to buying 5-packs and *** *********** admitted that he just thought the availability was not posted yet. 

  On August 11, 2021, *** *********** emailed us and said "Disappointed to hear you no longer have Coach Kirsten at ITN. Please cancel my August 17th lesson and refund the $300 I just paid back on my CC." To be clear, *** *********** did not wait for us to contact him as he "was informed by someone else that the instructor was no longer available. We immediately responded and applied the $300,00 to his online account through our facility as described in our refund policy and encouraged him to explore lessons with other instructors, use toward facility rentals, or enroll in camps/clinics. We explained that those credits DO NOT expire and even offered *** *********** a free lesson with one of the current instructors to which he declined. 

  To recap, *** *********** spent $270.00 for one of our camps, cancelled the camps on his own accord, and then accepted the credits onto his account at our facility. He then used that money to purchase a 5 pack of lessons with an instructor that had no availability offered and then demanded a refund back to his credit card the next day after learning from someone other than our facility that the instructor in which he purchased lessons for, is no longer offering lessons at our facility. We provided credits to his account per our posted refund policy and have been communicative with him about his options moving forward. 

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