Complaints

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• Initial Complaint

  Date:05/16/2025

  Type:Order 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.

  I respectfully assert that I did not voluntarily withdraw from MB Dancers Studios team programming. Rather, my children were removed by the business after I declined to participate in a separate, optional, postseason program the Summer ********* 2025 for which I had already been charged. This decision was presented as an ultimatum, not a voluntary withdrawal. Punitive terms for withdrawal are being levied against us.Key facts: March 17, 2025 $461.50 in recital tickets were pre-purchased (10) April 30, 2025 Email reminder about pending summer tuition charge. May 1, 2025 Card charged $1,550 for summer program. May 9, 2025 I requested unenrollment from Summer ********* only. Later that day Business replied: 'Disenrolling from Summer training means disenrollment from the team... Please confirm.' I replied 'Confirmed.' Business responded: 'Thank you. We wish the girls the best.'At no time prior to this email communication, nor in any agreed-upon terms, were we informed that opting out of the Summer ********* would result in full disenrollment from team programming. The studios communication framed the termination of our childrens enrollment as a decision they were making at the time of requesting the refund, not one we chose. Therefore, to characterize this as a voluntary withdrawal is factually and legally inaccurate.The ****** agreement we signed with MB Dancers Studio did not mention the Summer *********. Terms were overly broad and punitive, with no clear seasonal policies. Optional programs were presented as required, with pressure to prepay and no refunds. We were never shown or asked to agree to the cited withdrawal clause, nor do we have any signed or digital record of those terms.We have been customers in good standing and have paid ********************** over $32,000 since October of 2022

  Business Response

  Date: 05/28/2025

  Dear Better Business Bureau,
  We appreciate the opportunity to respond to the recent complaint filed by **** *************** am advised that New York General Business Law 218-a protects the right for a business to uphold a no refund policy.  This policy has been clearly outlined, and signed and agreed to.
  Our studio operates under clearly outlined policies and procedures that are provided in writing to all team members and families at the time of enrollment. These include a comprehensive studio policy handbook, team contract, and waiver agreements, which all families must review and sign annually. A key requirement for remaining on our competitive dance team is mandatory participation in our annual Summer ********* Training, as clearly stated in our team contract and full-year calendar, both of which were acknowledged and signed by **** ******* Additionally, our policy explicitly states that no refunds are given for tuition, events, or training programs a policy communicated in our contracts, handbooks, and reinforced during regular meetings and reminders.
  On multiple occasions, we reached out in writing to confirm enrollment and process payment for this required training a total of three non-disputable requests via email, all of which are documented.
  On May 9, 2025, following the dismissal of another client due to serious behavioral concerns and insubordination that threatened the integrity of our studio community, **** ****** requested to withdraw her dancer from the Summer ********* in pursuit of siding with a friend who was dismissed. We reminded her that withdrawal from this mandatory program would constitute a voluntary withdrawal from the competitive team itself. **** ****** confirmed this decision in writing by replying: confirmed.
  Given the signed agreements, studio-wide policies, and the timeline of communications, we respectfully maintain that:
  Participation in the Summer ********* was a clearly stated and acknowledged requirement for continued team membership.
  Our no-refund policy is legal, reasonable, and was agreed to in advance.
  **** ******* decision to dis-enroll was voluntary, with full knowledge of the consequences.
  While we regret that she is dissatisfied, we have acted consistently, fairly, and in full alignment with our written policies and prior communications.
  We remain committed to the values of professionalism, fairness, and accountability that define our studio.

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  While New York General Business Law 218-a permits a business to uphold a no-refund policy, it does not exempt that business from complying with fair disclosure, non-deceptive practices, and transparency under NY GBL 349, which prohibits misleading or unfair conduct.
  
  Key points of rebuttal:
  
  Summer ********* Was Not Explicitly Covered in ********************************************* *************** At no time was the Summer ********* program clearly outlined, itemized, or disclosed as a mandatory requirement in the documents provided to us. The general language cited SHOULD A STUDENT WITHDRAW MID SEASON refers only to mid-season withdrawal, costume fees, and final tuition. It does not reference the Summer ********* program at all, nor does it establish it as a condition of continued participation or explicitly connect it to forfeiture of rights. Note that there are no agreed to terms beyond the signed copy provided here.
  
  No Proof Provided of ************************************************************ **************** Despite repeated claims, the studio has failed to provide a signed contract where we specifically acknowledged that non-participation in a future, separately priced Summer ********* would result in full removal from the team, recital exclusion, and forfeiture of tuition and tickets already paid. If such terms were clearly outlined, there should be a documented record of them none has been produced. Only the broad all encompassing language the business has repeatedly cited as the only cause of enforcement.
  
  Opting *************************************************** **************** The studio characterizes our refund request for a future service (Summer *********) as a voluntary withdrawal from the team. However, we clearly stated our desire to opt out of one offseason program, not terminate all involvement. The studio responded by forcing an ultimatum wherein by revoking all participation rights and excluding our children from the recital had effectively made the decision to disenroll them unilaterally.
  
  Retroactive Interpretation of ************************************ **************** The studios interpretation of withdrawal is overly broad and conveniently retroactive. They now claim we were aware of the consequences of our May 9 request, when in fact no such consequence was stated until the documented email response after we asked for a refund. This makes the policy ambiguous at best, and deceptive in its application.
  
  No-Refund Policy Does Not Apply to *************************************************** **************** Even if a no-refund clause exists, it cannot reasonably apply to services not rendered or canceled at the studios discretion. Since our children were removed from both the summer program and recital through no voluntary action of ours we received no benefit from the amounts paid. Retaining payment for services that were denied to us violates both consumer fairness standards and basic contract principles.
  
  Allegation of Motivation Is Inappropriate and ***************************************** **************** The studios claim that our withdrawal was prompted by siding with a friend who was dismissed is speculative, inappropriate, and irrelevant. Our decision was clearly tied to a financial and scheduling choice regarding Summer *********, not personal matters. To suggest otherwise is not only baseless but appears retaliatory.

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

  Business Response

  Date: 06/07/2025

  Dear Better Business Bureau and *** *********************** you for the opportunity to respond to this matter.

  I would like to reiterate that our policies, including required participation in the Summer ********* program as a condition of team membership, were clearly communicated to all families. This requirement was:
  Reviewed in detail at the July 29th parent meeting;
  Included in the yearly calendar distributed at the beginning of the season; and
  Signed off on by **** ****** during the registration process, as it was included in the year's scope of requirements in our handbook. When parent's sign off on registration, it is agreement to all that the handbook and calendar encompasses, it is not an individual contract per each itemized activity. The signed documents and waiversalready provided in our previous responseclearly outline that we operate under a no-refund policy, which applies to all tuition and program fees, including those paid prior to event. This is a standard practice across many youth programs and is designed to ensure consistency and fairness to all families.
  Regarding the Summer ********* program:
  This is not an optional offering; it is an integral part of our teams training schedule. As such, non-participation constitutes withdrawal from the program, as explained both verbally and in written materials. *** ******* request for a refund on May 9 was questioned via email (as he has previously attached, but I have attached as well to prove that clarification was provided and opportunity for his decision was offered) - and he confirmed that his decision was in fact to withdraw and end enrollment.  We responded accordingly and in alignment with our policies.
  Its important to note that at no point prior to requesting the refund did *** ****** seek additional clarification or express a desire to remain on the team while opting out of Summer requirements. Had he done so, we would have reiterated that participation was required for continued enrollment.
  On the issue of services rendered:
  While we regret that *** ****** and his family chose not to take advantage of the programming already paid for, we have never denied them the opportunity to do so. As such, his daughter is welcome to attend the Summer ********* classes that were reserved and paid for on her behalf.
  Finally, we would like to clarify that any mention of external factors or motivations was not intended to be personal, but rather to provide full context as their request came immediately following a chain of text message attacks. We remain committed to treating all families respectfully and fairly, and by doing so we stand by our adherence to clearly stated policies and industry-standard practices.
  Sincerely,
  ***** *******
  MB Dancers 

  
  

  Customer Answer

  Date: 06/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I appreciate the business's reply but must respectfully dispute its accuracy and fairness on several key points:
  
  Lack of Documented Agreement
  The studio continues to assert that I agreed to the Summer ********* as a mandatory condition of team participation. However, the only signed agreement provided in this process contains no reference to the Summer ********* program, its required status, timelines, or any penalties tied to opting out. It must also be emphasized that unverifiable claims, verbal statements, or post hoc explanations do not constitute enforceable contract terms. In consumer law, enforceable obligations must be clearly disclosed and agreed to in writing. Citing policies that were never presented in a signed or acknowledged format amounts to conjecture, not contract and such conjecture cannot be used to justify withholding payment or imposing penalties.
  
  Mischaracterization of Withdrawal
  The studios claim that our withdrawal was voluntary is directly contradicted by the email record. My May 9 request was for a refund for a future service. The studio chose to treat it as a full withdrawal, a decision they confirmed in writing. Any further debate amounts to unprovable back-and-forth, but the actual timeline and wording are clearly documented in our emails. Nothing beyond this communication transpired.
  
  False Equivalence Between Refund Request and Withdrawal
  The studios claim that I could have remained on the team had I asked, implies that consequences were negotiable yet no such opportunity was ever presented until after removal occurred. The idea that a refund request alone equates to permanent removal is punitive, non-transparent, and not aligned with any disclosed policy.
  
  Invitation to Attend After Removal Is Disingenuous
  The studios assertion that my daughter is still welcome to attend the Summer ********* is not only contradictory, it is deeply disingenuous. After forcibly removing her from the competitive team, excluding her from the recital, and withholding a refund, the studio now suggests she may still participate in a program they claimed was mandatory for team eligibility, a team from which she has already been removed. This offer is not made in good faith. It reads more like an attempt to undermine our claim than a genuine invitation. The emotional and reputational harm to my daughter has already occurred. She was removed from a team of close peers, stripped of her recital opportunity, and cut off from a role she took great pride in all without any prior indication that such harsh consequences would result from simply opting out of one future program. To suggest she could still participate, as if this entire ordeal never happened, is not only impractical but unnecessarily cruel.
  
  Irrelevant Personal Commentary
  References to alleged text message attacks or motivations unrelated to the transaction are irrelevant and manipulative. I have made no public or private statements beyond the documented, civil communication submitted here. 

  ***** ******