ComplaintsforZoom Room - Highland Village

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 6, 2023, I paid $25 to the Zoom Room - Highland Village for a dog evaluation for skill level. This evening, an employee from the business informed me that it is mandatory that I attend an orientation. Their website clearly states "To begin, either an orientation or an evaluation". I am only looking for an evaluation. I pointed this out to her and asked for my $25 to be refunded. She replied that their policy is to not refund. I replied that their no refund policy is null and void due to false advertising. The orientation is if you are interested in classes. I am just looking for an evaluation, I am not interested in their pricing for classes. I have attached a screen shot of their website, including their URL with the incorrect information and also have attached the text wherein the employee advised that an orientation was mandatory. I do have additional text of the whole exchange if that is needed. If I knew I would have to listen to a sales pitch before the evaluation, I would not have paid for an evaluation and would have found someone else to do the evaluation.

  Customer response

  11/13/2023

  I was notified last night by my bank that the $25 has been credited to my account.

  Business response

  11/14/2023

  I called this potential client on November 9th, 2023 at 10:58 am. The call lasted 1m 41s where I apologized for the problems with the website, explained I have no control over changed made by the corporate entity as I am a franchise. I explained how all new clients get a facility orientation as part of the evaluation. I also explained the employee is young and new and may not have used the right phrases to communicate this information to ****************** understanding. I extended the offer of continuing with the evaluation but ************** indicated she was no longer interested. Overriding corporate procedures, I refunded ****************** $25 charge when we hung up. It processed in our system at 12:00p with internal ID#****. This information is available to ************** via her online account and could have been verified prior to her filing this complain. The fact that ************** has filed this complaint 4 days after the refund was processed by our system seems punitive and *****.   

  Customer response

  11/14/2023

  I have reviewed the business response and accept this resolution. The Business should understand that they need to train their employees if they are interacting with customers so that the customer is not given incorrect information.  If they are a franchise and they know that their website is incorrect and have no control, then they need to go to "corporate" to get the issue resolved.  If I had not complained, this business would have kept my money without a second thought. I also filed this complaint the day I was told my money was not refundable. Not after the owner contacted me and made excuses for bad management.

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