Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sep 25 I paid 2 deposits for classes that begin January 5 and April 5. The fee for January is $209 and fee for April is $247. Breakdown of the deposit payment is:
  $50 x2 = $100
  $45 non refundable insurance
  $15.03 3% processing fee for $501 (209+247+45) NOTE I am only paying a deposit not $501
  plus 5% GST
  Total $168.03
  
  On Dec 8 I submitted my withdrawal request for Jan 5 session. No additional payments were made for this session. As per the withdrawal and refund policy, it states that there would be a $25 processing fee.
  
  Since I am now only paying for the April session which is $247, I would expect that the credit card fee be reduced as I have not and will not be paying $501. They claim that "the credit card company charges this fee and that it can't be changed" however I have not paid $501 so how would the credit card company even know to charge me that much? That is a company imposed fee in anticipation of being charged. And since they are not, I would expect that to be returned to me. Plus without the proper adjustments, I am also being charged incorrect tax amounts.
  
  $50 for deposit of April classes
  $45 for insurance
  $8.76 (3% on 247+45)
  plus 5% GST
  Plus $25 cancellation fee
  Total $133.95
  
  I was refunded only $26.25 when in fact it should be $168.03-133.95 =34.08
  
  I emailed on Dec 11 asking why they are charging me the processing fee on a refund but they have not responded. In that email I also stated that I want to pay cash to avoid additional fees as suggested I could do in a previous response. So in reality, the refund should be higher since the 3% is only on $95 not $292.
  
  Yes this is a miniscule amount however their business practices clearly need to be updated to be charging correct amounts.
  
  ALL EMAILS WILL BE PROVIDED UPON REQUEST

  Business Response

  Date: 20/12/2023

  Hello *********,

  I would like to address the complaint that you lodged with the Better Business Bureau on December 12, 2023.

  First, I would like to thank you for sending me an email that had your complaint formatted more legibly than what was provided by the BBB. It was very helpful.

  I will try to address your concerns in the order that you presented them.

  I understand your concern regarding the credit card processing fee, which was based on the initial invoice amount. We recognize the error in calculating this fee considering the change in the term you're attending. We will adjust this fee and refund the $6.27 back to you; this will reflect the new invoice amount after your class withdrawal. We have also included this step in our office protocols, making sure the credit card processing fee is refunded.

  We will be contacting the company that owns our registration software to ask them to change when the credit card processing fee is calculated. It should be calculated when the payment is processed and not when the invoice is generated.

  The amount of refund you receive is based on how much money was paid towards the registration you are cancelling. You paid a $50 deposit to hold your registration for term 2 and with tax that came to $52.50. We charge a $25 processing fee for any withdrawals or transfers. Since you asked to withdraw, you were charged the processing fee of $25 + GST which equals $26.25. You then received your refund of $26.25. This refund is your deposit minus the transfer fee. This refund was processed on December 8, 2023 - the same day as your withdrawal request. Your receipt was sent to you via email and the receipt number is *******.

  Regarding your statement that we did not respond to your Dec. 11 email  - We received the last email communication from you on Dec. 11 at 11:47 am and our staff responded to you on Dec. 11 at 1:48 pm. We responded to the email address you provided, so I am unable to comment as to why you stated we did not respond. I can forward the email to you if you would like to see it again.

  You also comment, “I emailed on Dec 11 asking why they are charging me the processing fee on a refund…” To clarify, we did not charge a processing fee on the refund, there is $1.25 GST on a $25 charge, which equals $26.25.

  In response to your statement:
  “Plus without the proper adjustments, I am also being charged incorrect tax amounts. $50 for the deposit of April classes $45 for insurance $8.76 (3% on 247+45) plus 5% GST Plus $25 cancellation fee total of $133.95 I was refunded only $26.25 when in fact it should be $168.03-133.95 =34.08”

  The math in the above statement is out of order; GST is charged on everything, including the $25 withdrawal fee. As we stated earlier, you received a refund on the amount of prepaid fees for the term, minus the withdrawal fee.

  You stated in your Dec. 11 email, you “offered to pay cash, so then we should have provided you with a larger refund on the 3% credit card processing fee.” Once the programs have been paid for, with cash, the credit card processing fee is automatically removed. If there is an outstanding balance, the system will continue to show the credit card processing fee. 

  In response to the statement, “I had asked to just simply move this deposit from 2 classes to just the one and all of this could have been avoided – no additional credit card charges/refunds, no $25 cancellation fee etc.” You had asked to “simply move this deposit” but you are not only moving the deposit, you are removing your registration from the class - this is why we had to process it as a withdrawal.

  In summary, I believe that we have addressed your concerns. You will receive a refund back to your credit card for $6.27 - this is the credit card processing fee that was not refunded on the original transaction. This refund will be processed today, Wednesday, December 20, 2023. I do not believe that there are any other refunds or adjustments to be made at this time.

  Thank you for bringing this matter of the credit card processing fees to our attention.

  
  

  Customer Answer

  Date: 21/12/2023

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