To Whom it May Concern: I was very distressed to receive this complaint against my business We work very hard to ensure our customers get top level service In reference to the following incident, I would like to place some context, and then provide an initial offers towards reaching a settlementFirst, the financial obligation for services rendered is a month commitment for the cheerleading season, and is generally understood to run from June-Feb Contrary to our monthly payment system(that allows for more flexibility when dealing with issues that arise over such a long period), the coach of this school requested, and in fact insisted, on doing payments for the season, in May, July and Sept The season was paid for by October This is important in the relevance of the time line, as the injury did not occur until sometime in late OctoberSecond, our company was never informed when the incident occurred Our injury policy is a note from the doctor or supervising physician if an athlete has been removed from practice We are a third-party private company that is contracted with the individual families, and as such, not in the public school administration loopIn short, any information that is supplied to the school is not guaranteed to reach us It is individual families responsibility to keep us informed of the health or well being of their child, especially if/when an injury occurs outside of my facility, as it did in this case(the athletes was not injured here)Under circumstances, if an athlete stopped attending, it would obviously interrupt their payments But in this case, because the account had already been paid, our method of lack of payment as a attendance safe guard was not in place So although she was enrolled and being marked absent, there was no problem with that If an athlete or family have chosen to pay and not attend, that is not up to us as a businessDue to the fact that we were never informed of injury and safe-guards were not activated, her absence was not noted as that team in particular had attendance issuesThird, the first time we have any documented form of contact regarding an injury to the athlete was a phone message from the [redacted] family, left at the end of February around the 19th There was apparently a follow up email that was sent on the 22nd This brings up sub-points that each need to be addressed To start, it has exposed the fact that one of our general email accounts has not been forwarding emails properly While I have seen that copy of the email sent by the [redacted] family, I, nor anyone on my staff ever received it We are actively working to correct this systemic problem, which must have been happening for sometime now, unbeknownst to us Second, for not returning the phone call, there is no excuse We will fully accept blame and responsibility for that And for the loss of communication, I completely apologize to the [redacted] family Lastly, the timing of events must be addressed from our side Although the injury occurred at the end of Oct, we were not informed until February We do have a 60-day refund policy from the last received payment on 9/10/15, but as I can find no record of notification with in that days, it is not applicable We will be unable to refund any received payments unless information can be provided that meets our policy criteria If we missed email or notification and evidence can be provided as such, we would be more than willing to refund a pro-rated amount based off of the time of notificationI would like to apologize again to the [redacted] family for the lack of communication when they did reach out in late February We will strive to do better in the future for our customers Please don't hesitate to contact me at this email address-- [redacted] Empire Athletics Grant St#Thornton, CO 303-280-www.empireathletic.com
Hi ***-Thank you for attempting to reach out and contact us. I would like to take a moment to untangle a couple of different issuesFirst, the issue of a contract. You did in fact sign our agreement and liabilities contract online when you created an account. This legal
signature comes from the IP address on your computer, with a date/time stamp. Your agreement was "signed" on 6/24/2015, at 12:55:PM, from IP address ***. Understanding that will help explain your next concerns. I have placed the related policies that were agreed to below. They include: PAYMENT POLICYClasses are charged a flat fee of $65/month All payments are due by the 10th of each month at 5pm. Auto-Payments will be run on the 10th. ALL SALES FOR THE MONTH ARE FINAL AT TIME OF PURCHASE. NO REFUNDS!! (Catastrophic injuries and family emergencies to be provided for on a case basis)CLASS POLICYClasses/month at a set time re-occurring time, hour and minutes longMonths with less than classes based on Empire closures(or exceptions) will be pro-ratedAttendance is optional, payments are not.See DROP PROCEDURE belowSICKNESS POLICYAthletes will be allowed to maa class if sickEMERGENCY POLICYAthletes will be allowed to maa class in case of family emergencies (i.ecar accidents, death in the family, etc.).DROP PROCEDURE: PARENTS MUST NOTIFY EMPIRE ATHLETICS DIRECTLY TO DROP A STUDENT FROM CLASSOnly a written notice via email, regular postal mail.Please note: You are responsible for payment for your student's classes WHETHER OR NOT YOUR STUDENT ATTENDS CLASS until the time you notify the staff VIA WRITTEN NOTICEPlease do not rely on your student to verbally let us know that he/she will no longer be attending classesIf a student stops coming to class without notification then that student's account will be charged for the additional daysThis charge will be for holding the student's place in that class instead of offering that place to one of the many on a waiting list. As explained in the agreement the issue of "pay-as-you-go" is not a manner in which we conduct business. Class run by an Empire employee are charged a flat monthly rate on the 1st of the month, and payment is due by the 10. It also very clearly outlines our DROP POLICY, which requires written notification. With over athletes and families rotating through the gym on a weekly basis, we constantly have customers that are taking vacations, dealing with family issues, or simply have conflicts of scheduling. This means that not every person is at every single class. For this reason, we require written notification so that not only do we have a record of the date/time of the cancellation, but allows us to provide feedback, follow through, and customer service. It also protects everyone in cases exactly such as this, which is the ultimate reason I require it.I am more than willing to delete any charges after a drop date if you will send me any written documentation that was provided to Empire(as per the agreement). Any charges prior to the document date will still apply.I look forward to an amicable resolution. I will await your response. ***
Complaint: ***
I am rejecting this response because: Empire Athletics asserts that I signed an agreement when I created an account online I would like proof that I created an account online, because when I spoke with an employee about providing proof that I have signed a contract, she said that Empire could not produce one and that I should just "do the right thing" and pay for classes my child did not receive and because I did not cancel in writing Again, I would like proof that I signed a contract Even if I am in the system for Empire Athletics, the website of which I have never seen, this does not mean the coach did not enter the names of the girls on Empire's website Unless Empire can prove that I set up the profile on their website, and also that I knew setting up a profile meant that I was signing a contract which clearly states the conditions he mentions in his response, then I am obviously not responsible for cancelling services I did not receive If Empire does not enforce a "pay as you go" payment policy, then they should be communicating to clients directly instead of through the coach The issue is that Empire cannot get payment from the coach, who set up this situation, since she is no longer there, and they can't get payment from the high school, who is not responsible for the coach's actions, so they're trying to get money from the families, whose children didn't necessarily receive any services I'm not going to pay for services I didn't receive and be held responsible for some elusive profile "contract" that I didn't sign
Sincerely,
*** ***
I am rejecting this response because: N/A, we are still working on a resolution Since we need to provide medical documentation, I would prefer to forward it to Empire directly instead of via this website. Please let me know the best email address at Empire and I'll forward it ASAP. Thanks!
Sincerely,
[redacted]
To Whom it May Concern: I was very distressed to receive this complaint against my business. We work very hard to ensure our customers get top level service. In reference to the following incident, I would like to place some context, and then provide an initial offers towards reaching a...
settlement. First, the financial obligation for services rendered is a 9 month commitment for the cheerleading season, and is generally understood to run from June-Feb. Contrary to our normal monthly payment system(that allows for more flexibility when dealing with issues that arise over such a long period), the coach of this school requested, and in fact insisted, on doing 3 payments for the season, in May, July and Sept. The season was paid for by October. This is important in the relevance of the time line, as the injury did not occur until sometime in late October. Second, our company was never informed when the incident occurred. Our normal injury policy is a note from the doctor or supervising physician if an athlete has been removed from normal practice. We are a third-party private company that is contracted with the individual families, and as such, not in the public school administration loop. In short, any information that is supplied to the school is not guaranteed to reach us. It is individual families responsibility to keep us informed of the health or well being of their child, especially if/when an injury occurs outside of my facility, as it did in this case(the athletes was not injured here). Under normal circumstances, if an athlete stopped attending, it would obviously interrupt their payments. But in this case, because the account had already been paid, our normal method of lack of payment as a attendance safe guard was not in place. So although she was enrolled and being marked absent, there was no problem with that. If an athlete or family have chosen to pay and not attend, that is not up to us as a business. Due to the fact that we were never informed of injury and normal safe-guards were not activated, her absence was not noted as that team in particular had attendance issues. Third, the first time we have any documented form of contact regarding an injury to the athlete was a phone message from the [redacted] family, left at the end of February around the 19th There was apparently a follow up email that was sent on the 22nd. This brings up 2 sub-points that each need to be addressed. To start, it has exposed the fact that one of our general email accounts has not been forwarding emails properly. While I have seen that copy of the email sent by the [redacted] family, I, nor anyone on my staff ever received it. We are actively working to correct this systemic problem, which must have been happening for sometime now, unbeknownst to us. Second, for not returning the phone call, there is no excuse. We will fully accept blame and responsibility for that. And for the loss of communication, I completely apologize to the [redacted] family. Lastly, the timing of events must be addressed from our side. Although the injury occurred at the end of Oct, we were not informed until February. We do have a 60-day refund policy from the last received payment on 9/10/15, but as I can find no record of notification with in that 60 days, it is not applicable. We will be unable to refund any received payments unless information can be provided that meets our policy criteria. If we missed email or notification and evidence can be provided as such, we would be more than willing to refund a pro-rated amount based off of the time of notification. I would like to apologize again to the [redacted] family for the lack of communication when they did reach out in late February. We will strive to do better in the future for our customers. Please don't hesitate to contact me at this email address. -- [redacted] Empire Athletics 12351 Grant St. #330 Thornton, CO 80241 303-280-7199 www.empireathletic.com
I will contact the customer directly to try and bring to a resolution
To Whom it May Concern: I was very distressed to receive this complaint against my business We work very hard to ensure our customers get top level service In reference to the following incident, I would like to place some context, and then provide an initial offers towards reaching a settlementFirst, the financial obligation for services rendered is a month commitment for the cheerleading season, and is generally understood to run from June-Feb Contrary to our monthly payment system(that allows for more flexibility when dealing with issues that arise over such a long period), the coach of this school requested, and in fact insisted, on doing payments for the season, in May, July and Sept The season was paid for by October This is important in the relevance of the time line, as the injury did not occur until sometime in late OctoberSecond, our company was never informed when the incident occurred Our injury policy is a note from the doctor or supervising physician if an athlete has been removed from practice We are a third-party private company that is contracted with the individual families, and as such, not in the public school administration loopIn short, any information that is supplied to the school is not guaranteed to reach us It is individual families responsibility to keep us informed of the health or well being of their child, especially if/when an injury occurs outside of my facility, as it did in this case(the athletes was not injured here)Under circumstances, if an athlete stopped attending, it would obviously interrupt their payments But in this case, because the account had already been paid, our method of lack of payment as a attendance safe guard was not in place So although she was enrolled and being marked absent, there was no problem with that If an athlete or family have chosen to pay and not attend, that is not up to us as a businessDue to the fact that we were never informed of injury and safe-guards were not activated, her absence was not noted as that team in particular had attendance issuesThird, the first time we have any documented form of contact regarding an injury to the athlete was a phone message from the [redacted] family, left at the end of February around the 19th There was apparently a follow up email that was sent on the 22nd This brings up sub-points that each need to be addressed To start, it has exposed the fact that one of our general email accounts has not been forwarding emails properly While I have seen that copy of the email sent by the [redacted] family, I, nor anyone on my staff ever received it We are actively working to correct this systemic problem, which must have been happening for sometime now, unbeknownst to us Second, for not returning the phone call, there is no excuse We will fully accept blame and responsibility for that And for the loss of communication, I completely apologize to the [redacted] family Lastly, the timing of events must be addressed from our side Although the injury occurred at the end of Oct, we were not informed until February We do have a 60-day refund policy from the last received payment on 9/10/15, but as I can find no record of notification with in that days, it is not applicable We will be unable to refund any received payments unless information can be provided that meets our policy criteria If we missed email or notification and evidence can be provided as such, we would be more than willing to refund a pro-rated amount based off of the time of notificationI would like to apologize again to the [redacted] family for the lack of communication when they did reach out in late February We will strive to do better in the future for our customers Please don't hesitate to contact me at this email address-- [redacted] Empire Athletics Grant St#Thornton, CO 303-280-www.empireathletic.com
Hi ***-Thank you for attempting to reach out and contact us. I would like to take a moment to untangle a couple of different issuesFirst, the issue of a contract. You did in fact sign our agreement and liabilities contract online when you created an account. This legal
signature comes from the IP address on your computer, with a date/time stamp. Your agreement was "signed" on 6/24/2015, at 12:55:PM, from IP address ***. Understanding that will help explain your next concerns. I have placed the related policies that were agreed to below. They include: PAYMENT POLICYClasses are charged a flat fee of $65/month All payments are due by the 10th of each month at 5pm. Auto-Payments will be run on the 10th. ALL SALES FOR THE MONTH ARE FINAL AT TIME OF PURCHASE. NO REFUNDS!! (Catastrophic injuries and family emergencies to be provided for on a case basis)CLASS POLICYClasses/month at a set time re-occurring time, hour and minutes longMonths with less than classes based on Empire closures(or exceptions) will be pro-ratedAttendance is optional, payments are not.See DROP PROCEDURE belowSICKNESS POLICYAthletes will be allowed to maa class if sickEMERGENCY POLICYAthletes will be allowed to maa class in case of family emergencies (i.ecar accidents, death in the family, etc.).DROP PROCEDURE: PARENTS MUST NOTIFY EMPIRE ATHLETICS DIRECTLY TO DROP A STUDENT FROM CLASSOnly a written notice via email, regular postal mail.Please note: You are responsible for payment for your student's classes WHETHER OR NOT YOUR STUDENT ATTENDS CLASS until the time you notify the staff VIA WRITTEN NOTICEPlease do not rely on your student to verbally let us know that he/she will no longer be attending classesIf a student stops coming to class without notification then that student's account will be charged for the additional daysThis charge will be for holding the student's place in that class instead of offering that place to one of the many on a waiting list. As explained in the agreement the issue of "pay-as-you-go" is not a manner in which we conduct business. Class run by an Empire employee are charged a flat monthly rate on the 1st of the month, and payment is due by the 10. It also very clearly outlines our DROP POLICY, which requires written notification. With over athletes and families rotating through the gym on a weekly basis, we constantly have customers that are taking vacations, dealing with family issues, or simply have conflicts of scheduling. This means that not every person is at every single class. For this reason, we require written notification so that not only do we have a record of the date/time of the cancellation, but allows us to provide feedback, follow through, and customer service. It also protects everyone in cases exactly such as this, which is the ultimate reason I require it.I am more than willing to delete any charges after a drop date if you will send me any written documentation that was provided to Empire(as per the agreement). Any charges prior to the document date will still apply.I look forward to an amicable resolution. I will await your response. ***
Complaint: ***
I am rejecting this response because: Empire Athletics asserts that I signed an agreement when I created an account online I would like proof that I created an account online, because when I spoke with an employee about providing proof that I have signed a contract, she said that Empire could not produce one and that I should just "do the right thing" and pay for classes my child did not receive and because I did not cancel in writing Again, I would like proof that I signed a contract Even if I am in the system for Empire Athletics, the website of which I have never seen, this does not mean the coach did not enter the names of the girls on Empire's website Unless Empire can prove that I set up the profile on their website, and also that I knew setting up a profile meant that I was signing a contract which clearly states the conditions he mentions in his response, then I am obviously not responsible for cancelling services I did not receive If Empire does not enforce a "pay as you go" payment policy, then they should be communicating to clients directly instead of through the coach The issue is that Empire cannot get payment from the coach, who set up this situation, since she is no longer there, and they can't get payment from the high school, who is not responsible for the coach's actions, so they're trying to get money from the families, whose children didn't necessarily receive any services I'm not going to pay for services I didn't receive and be held responsible for some elusive profile "contract" that I didn't sign
Sincerely,
*** ***
I am rejecting this response because: N/A, we are still working on a resolution Since we need to provide medical documentation, I would prefer to forward it to Empire directly instead of via this website. Please let me know the best email address at Empire and I'll forward it ASAP. Thanks!
Sincerely,
[redacted]
I will contact the customer directly to try and bring to a resolution.
To Whom it May Concern: I was very distressed to receive this complaint against my business. We work very hard to ensure our customers get top level service. In reference to the following incident, I would like to place some context, and then provide an initial offers towards reaching a...
settlement. First, the financial obligation for services rendered is a 9 month commitment for the cheerleading season, and is generally understood to run from June-Feb. Contrary to our normal monthly payment system(that allows for more flexibility when dealing with issues that arise over such a long period), the coach of this school requested, and in fact insisted, on doing 3 payments for the season, in May, July and Sept. The season was paid for by October. This is important in the relevance of the time line, as the injury did not occur until sometime in late October. Second, our company was never informed when the incident occurred. Our normal injury policy is a note from the doctor or supervising physician if an athlete has been removed from normal practice. We are a third-party private company that is contracted with the individual families, and as such, not in the public school administration loop. In short, any information that is supplied to the school is not guaranteed to reach us. It is individual families responsibility to keep us informed of the health or well being of their child, especially if/when an injury occurs outside of my facility, as it did in this case(the athletes was not injured here). Under normal circumstances, if an athlete stopped attending, it would obviously interrupt their payments. But in this case, because the account had already been paid, our normal method of lack of payment as a attendance safe guard was not in place. So although she was enrolled and being marked absent, there was no problem with that. If an athlete or family have chosen to pay and not attend, that is not up to us as a business. Due to the fact that we were never informed of injury and normal safe-guards were not activated, her absence was not noted as that team in particular had attendance issues. Third, the first time we have any documented form of contact regarding an injury to the athlete was a phone message from the [redacted] family, left at the end of February around the 19th There was apparently a follow up email that was sent on the 22nd. This brings up 2 sub-points that each need to be addressed. To start, it has exposed the fact that one of our general email accounts has not been forwarding emails properly. While I have seen that copy of the email sent by the [redacted] family, I, nor anyone on my staff ever received it. We are actively working to correct this systemic problem, which must have been happening for sometime now, unbeknownst to us. Second, for not returning the phone call, there is no excuse. We will fully accept blame and responsibility for that. And for the loss of communication, I completely apologize to the [redacted] family. Lastly, the timing of events must be addressed from our side. Although the injury occurred at the end of Oct, we were not informed until February. We do have a 60-day refund policy from the last received payment on 9/10/15, but as I can find no record of notification with in that 60 days, it is not applicable. We will be unable to refund any received payments unless information can be provided that meets our policy criteria. If we missed email or notification and evidence can be provided as such, we would be more than willing to refund a pro-rated amount based off of the time of notification. I would like to apologize again to the [redacted] family for the lack of communication when they did reach out in late February. We will strive to do better in the future for our customers. Please don't hesitate to contact me at this email address. -- [redacted] Empire Athletics 12351 Grant St. #330 Thornton, CO 80241 303-280-7199 www.empireathletic.com