ComplaintsforIllusion Dance Studios, LLC

• Initial Complaint

  09/19/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Paid for dance classes for two of my daughters. When I no longer wanted to be a customer they have not returned my calls as they have promised to do so. I speak with one one lady who claims ****** the owner is the only one who can make changes to accounts in regards to closing an account Now I'm being charged late fees through billing company they use for my past due account that should have been closed 3 weeks ago.

  Business response

  10/01/2023

  The customer enrolled her two daughters in ********************** classes with our business on 8/21/23. During enrollment we discussed the tuition and payment structure for the 1-year enrollment period that was agreed to per our written agreement. A copy of the agreement and billing schedule for the year were provided to her at the time of enrollment. All our tuition payments are automatically billed on an agreed date. The first tuition payment for each of the children was scheduled for August 30, 2023. These payments failed which triggered the billing company to contact them regarding the failed payment. Due to two enrolled students, duplicate messages were sent; one for each account that had a failed payment.
  The customer texted the studio on 8/31/23 indicating they wanted to cancel dance classes. On the same day a reply text was sent asking for a time to call and discuss the unenrollment in person. No response was received until 9/2/23 in the form of text Indicating that they had tried to call the studio. These calls were received over the Labor Day weekend and a call was attempted  the following Tuesday after the Holiday on 9/5/23. A follow-up text was sent apologizing that we were not in for the weekend due to the holiday. A request for time to call and chat about the unenrollment request was made via text message. No response was received to schedule a time to discuss the unenrollment.
  On 9/14/23 The customer called the studio and left a message. A return phone call was made that day and discussed the unenrollment with our front desk staff. The front desk individual explained the unenrollment policy requiring a months notice to unenroll and a signed unenrollment form canceling the 12-month agreement. The customer did not like this response. The front desk individual offered the opportunity to discuss this with a more senior employee and indicated that she would get a call the next day. Unfortunately,the senior staff member was unable to make the call on Friday 9/15/23. A follow-up call was made on Monday 9/18/23. During this call the issue was resolved with the customer.
  Regarding billing. The only charges made to her account were the original charges made on 8/30/23 per the agreement and before a cancellation request was made to the studio by the customer. As these payments failed, no collection of tuition was made, and the customer has not been rebilled or contacted by the billing company after 9/14/23.

  Customer response

  10/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

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