Complaints

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• Initial Complaint

  Date:08/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 daughter was a student at the dance studio for almost a decade. She decided not to return this upcoming season. We had a credit on the account. I have been trying to get the studio to respond for the use of the credit; can I pay for another students class, take a private etc. no response and they turned off access to the account. My credit per screen shots and the statement they sent is $96.24. In talking to other families not returning they have done the same thing. There is no where when I signed the studio commitment that stated credits would be forfeited ever. This is absolutely wrong to be taking peoples money.

  Business Response

  Date: 09/02/2024

  I hope this message finds you well.

  We are writing to address the complaint filed by Mrs. Shelly *******, which we believe is a mischaracterization of the events and contains inaccuracies.

  Credits and Refund Policy: As outlined in our policy, which is posted in the studio and detailed in the waiver  Mrs. ******* signed on May 28, 2024, at 8:34 "tuition paid is completely non-refundable and non-transferable to another student or class." This credit remains non-cash redeemable and non-transferable, in line with our policy. The credit on Mrs. ******* account is a credit of goodwill and not an entitlement or due to overpayment and it remains non cash redeemable and non-transferable. 

  We sent an email to Mrs. ******* on August 16, 2024 at 3:11pm stating "*******, Sorry for the delay in our reply. We wanted to inform you that all Backstage Dance Studio account credits are non-transferable, non-refundable, and not cash redeemable. Your dancer may use credits towards dance classes, master classes, pop-up classes, and events at Backstage Dance Studio. We can assist you in using your credit if you would like sign up for classes."

  Our legal team has reviewed these concerns and confirms that, consistent with our policy, we are not obligated to provide cash for credits.

  We believe that Mrs. ******** complaint is based on a misunderstanding and an attempt to obtain a refund that does not align with our policies.

  Thank you for your attention to this matter. We appreciate the opportunity to clarify our position and uphold our policies.

  -Backstage Dance Studio 

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22153854
  
  I am rejecting this response because:no copies of any referenced form they are referring to that was signed in May 2024 has been provided.  Any forms that were signed at the end of the competition season were noted for ********* season.  This item is applicable to the ********* season in which case there is no contractual information that states that any funds that are in the account cannot be returned or transferred.  Further, the studio cut off access to the account so there is no ability to access any information on the account balance or refer to any items.  They note that the student can sign up for a class but don't provide access to the portal which houses the information.  They have also noted that this credit is a result of a 14 year old child who was told she would earn $5.00 per class that she apprenticed is just a nice gesture.  In all the years she has apprenticed we have never been told this was a nice gesture.  This was the terms of the agreement made - she would apprentice for $5 each class.  

  All competition team members were asked to pay for national fees in early May even if a credit would be applied to our account.  The ******************** did not apply that credit until payment was made.  Resulting in our account being overpaid and now not usable since we are not taking classes at the studio.  In speaking to other families that have left the studio we are not the only ones.  There are at minimum 10 other families in this situation and that is the ones I am aware of - likely even more.  

  As new business owners of the decades long established business they are not honoring what was in place and they are cheating out of money owed.  I have not asked for a refund but simple to use my credit to pay for another students class.  The fact that they are not willing to do that and turning off access to the account is not an acceptable response.  Further, I find it highly unethical to being turn off access to accounts and not providing account statements to all the families that have credit balances but have left the studio.  It is this type of behavior that is so concerning and drove us to make the decision to leave.

  
  Sincerely,
  
  ******* *******