Old Dominion Performance Arts Studio

Review: We withdrew my daughter from Tumbling class after not feeling comfortable with the "spotting" of the pregnant teacher. The facility was not able to provide an assistant so they offered me a refund on my contract. We paid for 6 months and used only 1 month. She withdrew in November. In January I still had not heard or received anything from them. I was able to communicate with Dulcey, the owner. She apologized and said she would process the refund and send out right out. I still have not received it. I have made several attempts through email and phone to contact her and I am not getting any response at all. I would really just like my money back.Desired Settlement: I would like to receive my 5 months tuition back.

Business

Response:

In response the the complaint filed with the Revdex.com, we, as an organization have reviewed records, notes and files regarding the person issuing the complaint. Upon original notification of the concerns (received on November 11, 2015) regarding the program instruction, several options were offered to include: an aid to assist with classes and spotting, suspension of the contract until summer, roll-over of contract into another program offered at our studio or an account credit. The parent was recommended to relay these options to her family and discuss which they felt would work best for their situation. The parent was also told to follow up with the office manager/bookkeeper as to their decision prior to the Thanksgiving Holiday. No followup was made until an email was received on January 11, 2016 where the parent stated her perception of the conversation was that we would be contacting her. This would not be the business practice for handling a decision that the family was given options and took upon themselves, and therefore would naturally be expected to follow up contact with us when they came to a decision. A reply email was sent the same day (January 11, 2016) noting that there was a clear miscommunication and that we would issue a refund (as requested) minus the child's attendance months. The parent acknowledged the reply, again on the same day (January 11, 2016) and disputed that the options were offered to her originally, though the conversation was witnessed by other staff and approved office volunteers. She also claimed that she did not receive any messages from our office manager/bookkeeper, which phone messages that were left were also witnessed by staff/approved office volunteers. In reviewing her account, in order that her refund check could be issued, there were questions that came up regarding attendance, because we had also received multiple dated complaints from other patrons, staff and the instructor herself regarding this parent for 'sideline coaching' over the instructor and being a distraction for the class environment. These complaints extended to the point of parents requesting private instruction or change of classes for their children due to the excessive disruption being created by this parent. These concerns were successfully addressed individually with those parents. In reviewing all this, and again in an effort to issue a refund, noting the possible date discrepancies, there were multiple call attempts and voicemails left by the office manager with this parent in order to clarify attendance/participation with the program. Please note that at this point we had already made the effort to go above and beyond in accommodating concerns with this parent. She had been given a free, non-commit, 2week free trial for the class for which she enrolled, of which she did utilize this trial period. Upon class inquiry she was made aware of the instructors pregnancy and that classes would be suspended approximately around March. It should also be noted that this instructor is usga certified and has coached at the jr Olympic team level, including throughout previous pregnancies. With all this knowledge upfront, the parent still chose to, after the trial period, enroll for the 6month contract option (noting there are 2,4, and 6 month contract options available and that all contracts clearly state fees are due regardless of actual participation.At this time, due to the lack of response in assisting us with clarification of dates and participation, we will issue a refund for 4 months of the 6 month contract fee totaling $168.00. The paid registration fee is non-refundable and her check will be issued out within 30 days of this notice with the Revdex.com.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution of the 4 months refund totaling $168 would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. It is a shame that the business owner feels the need to make a customer look poorly instead of just doing what was promised in the first place. I have been nothing but polite and have tried my best to work with this company to resolve this issue peacefully and without judgement. As I know that much of what was written about me in the reply is not true, I really just want my money back. These practices will catch up with this business one day if they continue to put down the very people who support them.

Regards,