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:11/14/2024

  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.

  My son began taking music ******s from ********* ******* (the owner of Signature Sounds School of Music) during the ********* school year. These ******s took place at my son's school, and while they were occasionally canceled, I was only billed for the ******s he actually ****** the summer, we agreed that he would continue weekly ******s at Signature Sounds with Christian. He had a couple ******s in June that were paid for and received. In July, ********* began canceling ******s with short notice due to either medical or personal issues. However, Signature Sounds still sent an invoice for weekly ******s in July and August. I paid that invoice on July 21. The next day, I received an email with Signature Sounds' new payment policy that stated that there would be no refunds for canceled ******s. I received this after I paid $280 for ******s most of which hadn't yet occurred. ***** had one ****** after that date. The rest were canceled.I have tried contacting Mr. ******* both through his personal email and through the email at Signature Sounds. I initially requested makeup ******s or a refund. When I received no response, I requested a response and then a refund. I have received nothing from either the school or Mr. ******** After my final email on October 30 requesting a refund of my $200 balance, Mr. ******* texted my son to say he wasn't providing music ******s any longer due to his health. He never replied to me.If I log into my account for *********************************************, it still shows a balance of +$200 for ******s my son never received. At no point have they ever responded to any inquiry for makeup ******s. Because of that lack of response, my son is now taking ******s with a different music tutor. Signature Sounds should return my money.

  Business Response

  Date: 11/15/2024

  Dear customer, we are sorry to hear your frustration. While we understand your teacher has been ill and not teaching for some time, as mentioned above when he was contacted by your child, he did respond and try to set up ******s with another teacher. Unfortunately, the policy you are referring to has been a policy for years, even prior to Christian running the store. While changes happened to the policy, no changes in regard to no refunds took place as those were always in effect. The changes as of 08/01 were as follows.
  
  1) Scheduling Policy:
   Lessons must be scheduled on a weekly basis (i.e., ******s cannot be scheduled on a bi-weekly basis or at other larger intervals).
   Should you miss an extended period of time (i.e., 3 straight weeks or more), your ****** slot will not be held and may be given to another student. Notwithstanding the foregoing, ****** slots can be reserved via the payment of fifty percent (50%) of the ****** fee for the missed ******s. 

  2) This credit cannot be used with preexisting ******s. Alternatively, you can be issued a refund of the ****** fee, which refund will be credited against a future invoice subject to a Ten Dollar ($10.00) cancellation fee.

  3) If your tuition is not timely paid, there will be an automatic Ten Dollar ($10.00) late payment fee added to your invoiced amount. Further, ******s will be withheld and you will lose your ****** slot if payment is more than seven (7) days late.

  4)  If you know you have a conflict with a ****** within the month you are paying for, please discuss it with us prior to the time of payment and accommodations will be made. Failure to do so before the first of the month means you must pay for the amount due on the invoice and you will be subject to the Cancellation / Re-Scheduling Policy set forth above.

  These were the only 4 changes made to the policy as of August 1st, 2024. The last change to the policy was November 1st, 2023, before your son was in ******s at SSSoM. The credits of all of our students have always stayed active on their account should they return. Lessons with another teacher were offered but declined, so the credits will continue to sit on the account until they are used. Our policy has always been available to view on our website and we include a link to that site in the signature of all our emails. Please know that your student is always welcome to return for ******s with