ComplaintsforAva Music & Art Centre Ltd.

• Initial Complaint

  27/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to lodge a complaint against Ava ********************** concerning unresolved issues with my daughter's voice classes. Despite my efforts to resolve this directly, the responses have been unsatisfactory.On February 2, we agreed on an invoice of $995 for my daughter's voice classes with ***. The schedule included 19 classes at $50 per class on the following dates:February: 9 , 14 March: 5, 12, 19 April: 2, 9, 16, 23, 30 May: 7, 14, 21, 28 June: 4, 11, 18 On April 30, due to an issue with my driving license, we could no longer attend the ongoing classes. I promptly informed the staff, requesting either a postponement of the remaining classes for two months or a refund. The staff assured me they would discuss it with *** and get back to me. At that time, we were owed three make-up classes (for March 12 and 19 due to teacher absence and April 9 due to competition) and had seven classes remaining.On May 7, the staff confirmed that postponing the classes was possible but could not confirm new class times due to Avas summer schedule. I agreed to wait for ***'s response.On May 23, I followed up and was informed that I only had a $150 class credit for the missed classes. I emailed the business owner, *******, who stated they would provide a maximum of $300 credit and no refund, citing a cancellation policy that was never disclosed to **** have been trying to reach a fair solution, proposing two make-up classes and the remaining seven classes postponed to July. ******* has refused any solution beyond the $300 store credit.Given the inconsistent communication from both the staff and the owner like a scam, I no longer wish to continue lessons at this school. I am requesting your assistance to resolve this matter fairly. I believe I am entitled to a full refund for the remaining 7 classes and 3 make-up lessons, totaling $500 back to my credit card.Thank you for your attention to this matter. I hope to resolve this issue amicably with your help.Sincerely,******

  Business response

  04/06/2024

  Dear BBB **************** and ******,
  Thank you for reaching out and bringing your concerns to our attention. We take customer feedback seriously and strive to address any issues promptly and fairly.
  We would like to clarify the situation regarding your daughter ********'s voice classes and the concerns you have raised:
  1- Agreement to Terms and Conditions: During the registration process on February 3, 2024, at 8:37 AM, when you registered your daughter with our school for the first time, you agreed to our Terms and Conditions by checking the appropriate box on our website. Please note that it is impossible to complete the registration form without agreeing to these terms. Therefore, your statement that you were unaware of our policy is inaccurate. These terms, which are attached for your reference, outline our policies regarding both permanent class cancellations and make-up ******s.  *****************************************************************;  and    ************************************************************************;
  
  2-Class Cancellations and Make-Up Policy: Our policy permits two make-up classes per school term with 24-hour notice. Despite this, we have provided make-up classes for all four sessions ******** missed without proper notice between February 9 and April 23. This was a courtesy beyond our standard policy. ( please note i have attached the in person policy as well as included the link where ****** agreed to our online policy.   ************************************************************************;
  
  3- Timeline of Events:
       a-  April 30: You called and talked to *****, informing us less than 20 minutes before your scheduled class about your inability to attend due to a suspended driving license. You mentioned that your husband, who is a realtor, might be able to drive ******** to classes, but his schedule was uncertain, and you would confirm later. Unfortunately, you never provided this confirmation.

    b-  *** 7: You did not attend the scheduled class. Our office manager, ******, contacted you, and you reiterated that you would not be able to attend for two months due to your suspension. ****** explained our cancellation policy and that we needed one months notice. Thus, classes for **** would be canceled, and you were issued a $150 credit for ****. You agreed to this over the phone, and ****** sent you the first revised invoice.
       Following up: You requested a credit for *** as well. ****** told you she would check with me, and we would revise your invoice accordingly.
  
      c- Hospital Encounter: During a chance meeting at ******************* where we both had to undergo a CT scan, you explained your situation in more detail. You mentioned that the police had suspended your license due to reckless driving and that you could not drive for two months until completing a special program. After our conversation at the hospital, I reviewed your case again and decided to revise your invoice to reflect a $300 credit for the missed ******s from *** 14 to **** 18.
  
       d- *** 23: We revised your invoice to provide a $300 credit for the six missed ******s between *** 14 and **** 18. Please see all emails attached.
  
      e- *** 24: Upon receiving my email about the $300 credit, you called and insisted on credit for the class on *** 7. I explained the situation, noting that our staff had already accommodated more than our policy allows.
  
      f-Additional Comments: During our phone conversation, I asked if you were canceling your piano classes at **************** due to the issue with your driver's license.You confirmed that ******** was still attending those ******s because the school was within walking distance. However, the walking distance from your home address to **************** is actually more than 1 hour and 55 minutes. This suggests that driving was involved, which contradicts your claim that you could not drive to our classes due to the suspended license. This inconsistency raises questions about the validity of your transportation issue.
  Furthermore, on *** 23, you went on our site and  re-registered for fall 2024 ******s, yet filed a complaint on *** 24. Given this inconsistency, we believe our accommodations have been more than fair.
  Our goal is to provide a fair resolution.

  4- We are offering:
          a- A $300 credit for missed classes, which can be used during the summer term or refunded to you via e-transfer.
  
          b- Alternatively, scheduling make-up ******s during the summer as proposed to you on 4 Saturdays between July 6 to 27 each for one hour class. To cover all the six missed ****** in *** and **** plus two extra make up ******s  for March 12/19.

  We value our students and aim to maintain a positive relationship. We believe this offer is fair considering our policies and the accommodations already provided.
  Please let us know how you would like to proceed with using the $300 credit or receiving a refund. We are committed to resolving this matter amicably and appreciate your understanding.
  Sincerely,
  *************************
  Ava ********************** & Art Centre Ltd.
  

  
  

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