Complaints

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• Initial Complaint

  Date:12/17/2024

  Type:Customer Service 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 children were part of a dance studio and I was having a discussion with the owner and she made false accusations against my child. When I investigated these accusations with her staff, she became very upset and told me I could not talk to them outside their company email and her presence. The situation resulted in her terminating my children's classes and experiences with Toledo Met. She threatened police action if my minor children or I arrived at any Toledo Met event or their studio. She has requested payment for my remaining balance, however, we had paid for ********** fees, tickets, advertising, and there were several missed classes that we are not allowed to make up now. They also have not returned my daughter's yoga mat. We sent a revised invoice taking these fees into account. Since we did not pay what she wanted by December 15th she has added a late fee, threatened sending to collections and legal action if not paid by December 20th. I should not have to pay for services I did not receive due to circumstances out of my control. they are requesting $1,806.44.

  Business Response

  Date: 01/07/2025

  This customers relationship with ********************** was terminated because of a pattern of behavior that violated multiple Toledo Met policies, specifically our payment and behavior/conduct/harassment policies.   The customer agreed to follow both policies by signing them electronically in our registration system at the time they registered their children for classes.  We have signed policies from our files that including the customers electronic signatures.

  This customer displayed an unkind attitude and behavior toward students, staff, and owners on multiple occasions, thus violating the Toledo Met behavior/conduct/harassment policy.  They sent inappropriately assertive texts and email messages and approached staff using aggressive language when they were upset about leveling or casting for their oldest child.  They were given a last chance warning for their behavior in March 2024.  This information is provided only to demonstrate a pattern of problematic behavior that ultimately culminated in the dismissal of this family from our program in November 2024.    
  
  Concerning our payment policy, this customer opted for the installment payment plan in our registration system but failed to make these payments consistently.  As noted in their complaint, they did make payments for additional fees such as the Nutcracker production fee, costume fee, and purchase of a dancer-gram (an optional, promotional, advertising campaign for our Nutcracker production).  

  When we terminated their involvement at our studio, we removed all Nutcracker-related fees from their final statement.  We redirected the funds they paid for the Nutcracker fees, including the dancer-gram, toward their substantial tuition bill.  We did not refund Nutcracker performance tickets, as we sell through a third-party vendor (E-tix).  We do not provide refunds as a matter of policy to which customers agree at the time of purchase.  Therefore, their final bill did not include the fees noted above as opposed what was referenced in the complaint.  

  Customer states that they should not be expected to pay for services not received.  Three of the customers children received ***************************************************************************** question (8/17/24-11/15/24).  On our final statement dated 11/15/24, we pro-rated the class tuition to account for their departure 4 weeks early from our typical 16-week semester amounting to a credit of $716.94 (this is noted on the statement the statement attached to the complaint).  This was in addition to removing the Nutcracker related fees as noted above.  Several of the credits noted on that statement were refunds for fees that were redirected to the tuition bill.   

  The complaint expresses concern that we refuse to return a yoga mat.  There were several items belonging to the family that were left at our studio at the time of their dismissal from our program.  On 11/24/24, a co-owner of the Toledo Met, personally delivered a practice tutu, an exercise ball, and a yoga mat to the customer.  The yoga mat we attempted to deliver was identified by multiple students and instructors as that typically used by the customers oldest daughter during classes at our facility.  She accepted the tutu and the exercise ball but declined the mat reporting it was the wrong one.  She described a different mat and asked that we attempt to locate it.  We could not locate another mat at our facility that met the description she gave.  It is important to note that our students typically carry their exercise equipment home with them to continue their training between classes.  It is possible that the mat in question was taken home with the student.  
  Customer also requested refunds for classes that her children missed.  Per Toledo Met absence and makeup policy published on our website, makeups are not redeemable for cash or refund.  Furthermore, the agreed-upon payment policy states that no class refunds will be issued after a student attends more than one class period.      

  Taking all the above considerations into account, our original statement at the time of the dismissal (11/15/24) was for $1644.81 with the stipulation that payment in full was received by 12/15/24.  We added the late fee of $150.00 noted on the customers statement after this deadline passed.  It is our opinion that the remaining balance is a fair representation of what is owed.