ComplaintsforVibe Dance Studio

• Initial Complaint

  12/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have paid for services we did not get! Awful communication and unorganized. We have tried to communicate and have not got a response. They are the most disrespectful and offensive company I have delt with. I will never refer to anyone to this company.

  Business response

  12/27/2023

  *************************** is the mother of Taylorae, one of our students and Company Members.   Committing to Company is a huge investment, both in dance training and financially.  We have had several conversations with ******* and her husband about their demeanor and behavior in the studio as well as the contract they signed and agreed to for Taylorae and the expectations that come along with that.   Taylorae has missed several rehearsals for various reasons and we have discussed with them on more than one occasion whether or not they should continue on Company because of the financial and time commitment.   On both occasions,  ******* assured me that they wanted to continue and they would figure out the financials to support Taylorae in her dancing and they wanted to fulfill their obligation to Vibe Dance Company and her teammates.

  On December 17th we had a holiday show at an outside venue with tickets purchased through a third party.  This event was optional and had nothing to do with their Company Contract.   In the email communications I sent out, I reminded families to choose their shows carefully because we, Vibe Dance Studio, would not issue refunds/exchanges if tickets were purchased to the incorrect show.   I was notified by ******* that they in fact purchased 4 tickets to the incorrect show time and I needed to fix it.   As a courtesy and honestly to avoid conflict, I reserved 4 seats as requested and told ******* they would be at the door for her.    Later she text my office staff, ******* and said she needed a 5th ticket.  ******* asked me about it and we told ******* she would need to go online and buy the 5th ticket as we were only exchanging the four she purchased in her last name and had contacted me about.   She arrived at the venue and told our ticket taker that they had 5 people with them.  **** let them in to avoid a scene and I told her we would settle up on their account at the ******************** after the show.

  ******* then emailed me and said we "owe her family a refund" because 4-5 other people did not come to the show.   We do not offer refunds as I have already explained.   ******* was very upset by this policy and later that evening informed me that she was pulling Taylorae from Company, that we were terrible and she would make sure everyone knows it and they would not be returning to Vibe.   She stated she expects a refund for money paid to date.

  I have attached a copy of our Company Contract and the reply that I sent ******* when she emailed me informing me that she was pulling Taylorae out of Company.    ******* has paid for Company tuition since August 2023.   Taylorae has attended classes and rehearsals to learn our competitive dance pieces, this is a large part of what tuition covers.  However, part of that tuition money has been paid to the choreographers and teachers for their time.   Additionally, they paid a volunteer deposit with the understanding 5 hours of help are required per year.  If they help during the dance season the $150 is applied as a credit to their account for Nationals and if they do not help that money is used to hire help with props and misc. tasks throughout the season.  They paid for and received two costumes which are non refundable and they paid for two upcoming competition entry fees.   We will now have to re-choreograph the pieces Taylorae was in and dancers and choreographers will have to put in more time outside their regularly scheduled classes and rehearsals to prepare for the upcoming competitions.   The competitions do not offer refunds for electively choosing not to attend.   And as I have explained, it is going to be costly for us to adjust our dances to Taylorae quitting.

  Our contract clearly states that families are financially responsible for their monthly tuition through Nationals (July ****) should they elect to terminate their contract.  We don't want families to leave mid year because it has a huge impact on everyone especially the dancers, Taylorae included.    The balance that would be owing to fulfill that obligation is $4025.00, the exact amount she is asking for in a refund.   They haven't paid that yet, they signed and agreed to the contract, so clearly no refund is owed.   I have attached her account statement August **** to present for your review as well.

  Please feel free to contact me should you have any additional questions.

  ***

  Office Manager/Vibe Dance Studio

   

  Business response

  12/27/2023

  I would love for you to review my response and review the attachments I have included.

  I didn't realize I was sending the reponse and it would go to the family I addressed it as if I was explaining myself and the situation to you.

  ***

  Customer response

  12/27/2023

   
  Complaint: 21021963
  
  I am rejecting this response because:

  Of course they are going to claim they did it all right. Nothing was communicated with us. There was no meetings, verbal conversations, letters sent out to families. An email went out regarding the tickets that I didnt get. I never got to read this email about the holiday show. Nothing was communicated regarding the holiday show and tickets/times. This is our first holiday show and nothing was explained. Please tell me why I have text messages from dance parents stating that they never paid for tickets for the second show and no one checked their tickets. I guess my family was the only one being checked. Was I the only family being targeted ? Also, I never text ******* regarding the 5th ticket. She text me, never said or confronted me about my 5th ticket. Also, I never got a copy of any contract. Nothing was explained again to us. Why would I need to pay for services not being received? Why would I pay for competitions month in advance? You are claiming because your dance stuido teachers? What has happened when your dance teachers didnt show up to reherseals, dance competitions, or dance class. I have emails of this dance studio cancelling dance classes at the last min. I paid for those classes. Also, what about being closed for weeks in certain months. Im still paying a regular fee every month. That was never discussed. Nothing was went over or discussed. They just would run a card, they never went over expectations and never communicated and was organized. 3 days before the holiday concert we got a program not explained and had multiple dances with the same names in both shows. Nothing was communicated or explained. I did not receive services for what Ive paid for. This dance studio is unorganized and has not explained anything to us as paying customers. They have had awful customer service and has still not returned my phone call back from the dance company owner. 
  
  

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

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