Complaints

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• Initial Complaint

  Date:05/21/2025

  Type:Product 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.

  This contract was for dance services. However, we cancelled the membership within 30 days in writing, hand-delivered, and according to their contract we would receive a refund based on unused services less a 15% administrative fee. At this time, the studio has told us they cannot refund the unused amount because they do not have the funds to do so and they need to build their student numbers to pay us. We would like to recover some of the funds that were paid to the studio.

  Business Response

  Date: 06/03/2025

  We have responded to this customer's request via email and explained the financial situation of the studio. We requested time to be able to rebuild the studio. We said that we would be able to refund the request within six months. I was given the impression that that was a reasonable timeframe. I am unsure as to why this is being elevated to a complaint with the BBB which only draws me away from focusing on rebuilding our business to be able to successfully repay this student's requested funds.

  Customer Answer

  Date: 06/08/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23362429
  
  I am rejecting this response because:
  

  Here is the email response we sent to Regal this morning:

  "Good morning Staz and ******,
  
  Thanks for this email. We would like to point our that our latest enrollment contract specified 37 private and 37 group ******s. We did not participate in any group lessens, which will change your calculations from $1,116 to $1,332. With a 15% reduction, that results in a return of $1,132.20 vice $916.20. 
  
  With respect to the private ******s, we do not agree with your calculations. There were 31 ******s not used at a cost of $126 per ****** for a total of $3,906. The 15% reduction amounts to $585.90, not the $699.30 you have listed. Therefore, the refund for the private ******s should be $3,320.10.
  
  As for the membership, the 12 month membership cost was $1,332 of which we used one month leaving $1,221 remaining for the membership. The 15% reduction amount should be $183.15, not the $199.80 you have listed. This brings the refund for the membership to $1,037.85 vice the $1,021.20 you have listed.
  
  The total refund to us should be $5,490.15 ($1,132.20 plus $3,320.10 plus $1,037.85), which takes into account the 15% agreed to in the latest enrollment contract.
  
  As for the timing of the refund, it has been over 6 weeks since we hand-delivered our termination and refund request letter directly to Staz at the studio and while we have been patiently waiting, believe that waiting 6 months for the refund is unreasonable.  When we  signed our contract with you (Regal), we paid promptly and our expectation is that you honor your refund policy promptly. Within the next two 2 weeks is acceptable to us.
  
  As you are aware, we have filed reports with the Better Business Bureau, the Attorney General, and a dispute with our credit card company and will be providing a copy of this email to them.
  
  Sincerely,
  ******* and ******"
  
  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 06/16/2025

  Below is the most recent correspondence from Regal Dance Studios as well as our response.
  
  Let us know if you have any questions.
  
  Regards,
  ****** & ******* *******
  
  
  Regal Info
  Thu, Jun 12, 12:28?PM (4 days ago)
  
  to me
  
  Good Afternoon ******* and ******,
  
  Thank you for the calculations you provided. However, the 15% calculation is based on the total value of the original contract, not 15% of the remaining lessons. Additionally, in reference to not using any group classes - they expire over the same period of hours that your private lessons do which is at a rate of 6 lessons per month or over an 18 month period - whichever is sooner. 
  
  I have highlighted these lines in the attached agreement. I've reattached our original calculations as they are true and accurate to the best of my math skills. 
  
  As we stated, we are working as quickly as possible to refund everyone in as timely a manner as possible. The 6-month time window was something that one of you propped, not us. We have taken the liberty of securing a loan to do just that - reimburse everyone as quickly as possible and put this whole matter behind us. 
  
  Unfortunately, like you said, you have filed a dispute with your credit card company and they have consequently pulled those funds from our account resulting in our inability to pay our rent on time this past month. We are mailing everyone else's reimbursement checks out tomorrow. We can't mail yours though because your funds have already been tied up in this dispute you filed. We contacted our credit card processor and they said the ruling could take up to 90 days for a judgement to be rendered. According to Square, our credit card processor, if you remove the dispute, the funds will be released within 2 days and we'd be able to mail your check out immediately following. 
  
  Please let us know how you'd like to proceed.
  
  Kindly,
  
  ****** Midkiff <*****************************>
  11:58?AM (5 minutes ago)
  
  to Regal
  
  Staz,
  Thanks for your explanation. We heard from our credit card company that they have determined it was not a billing error and have asked you for additional information. Because they are waiting for your response, they will not allow us to cancel the dispute.
  We look forward to hearing from you soon.
  **** and ******

   

  Customer Answer

  Date: 06/30/2025

  Our credit card processor (Navy Federal Credit Union - NFCU) issued a temporary credit on May 28, 2025. The amount of this credit was based on calculations given to us from one of their former employees as to the amount that was owed to us.

  The last email on June 11, 2025 from NFCU states that they have reached out to SQ *REGAL DANCE CLUBS for additional information. We just spoke with NFCU on the phone and they have not received any information. They have stated that the temporary credit will become permanent within the next week.

  However, this is the email on June 26, 2025 from Staz at Regal Dance Clubs:

  "I just wanted to let you know that today I've contacted our cc processing company Square for a second time regarding having your funds released back to our account. They have told me again that they haven't received any information from your bank and the money is still on hold. Their estimated time of resolution is July 25th. 
  
  I will let you know as soon as I hear anything from them. 
  
  Regards,
  
  Staz"

  To answer your question about the refund, the answer is yes, we have a temporary refund that will become permanent in the next week or so.

  Let me know if you need any additional information.

  Regards,

  Brenda Midkiff

  Customer Answer

  Date: 07/03/2025

  We have a "courtesy" credit issued by our credit card company pending their further investigation. This courtesy refund was not issued by Regal Dance Clubs. Therefore, we have not received a refund from Regal Dance Clubs.