Response from the owner - a year ago
2/25/14, Mrs. Edwards originally enrolled in 3-day Creative Suite Bootcamp class scheduled for 3/10/14. Client care representative offered to exchange her 3 day class for four days of training (2-day Illustrator + 2-day InDesig, savings of $290 over regular pricing). She promptly accepted and confirmed in writing that she would attend the 2-day Illustrator on 3/10 and the 2-day InDesign on 4/7.
3/10/14 attended Illustrator 2-day class . Course eval gave the instructor a 10 out of 10, and the course content a 9 out of 10. Likelihood to recommend the class to others 6/10 and explained that this was because she feels she should have received both of our full four-day bootcamps in return for the $1500 spent. She was asking for $2080 in additional free training or a discount of 58%. We did not feel that was reasonable.
4/7/14, Mrs. Edwards no-showed the InDesign class. Company policy is that for no-shows, all class funds are forfeited. In this case, Mrs. Edwards explained she had been in a car accident, and was told in writing that while she would not be eligible for a refund, we would alter our normal no-show policy and allow her to attend the next InDesign class on May 5, 2015 if she paid our $100 rescheduling fee. She agreed in writing to this offer.
4/21/14, Mrs. Edwards asked if there were any other classes she could attend after the May 5. She stated:
Thank you so much for helping me out on this. Is there a class offered soon after the May 5 course I could take?? If not, I will go ahead and enroll for the May 5th class. Let me know!
On the same day, Taniesha emailed back:
It would be best to get into the May 5th session, due to the number of students currently enrolled
5/5/14, Mrs. Edwards again noshowed the InDesign class. Rep called and Mrs. Edwards claimed she had communicated to Taniesha that she would not be able to attend the May 5 class and would like to take the June 2 InDesign class instead. We again altered no-show policy to provide a third free reschedule. Mrs. Edwards was allowed to no-show twice.
5/23/14, Mrs. Edwards called and explained that her Grandfather had just passed away so she could no longer attend the 6/2 InDesign class and was requesting a refund. This was the first we heard of her grandfather passing away and she had no showed twice and was attempting to cancel a third time with less than 2 weeks notice. Rep notified Mrs. Edwards via email that she was not eligible for a refund.
On 5/27/14, Mrs. Edwards appealed to the Director of Operations for a refund. Our response:
Thank you for emailing the details of surrounding your inability to make it to the InDesign training session. I do understand your situation, however, we are unable to refund your money for the training session. Once a student confirms for the session, we book the trainer and order training curriculum which means the funds are allocated for the event.
I do understand the situation was outside of your control, but it is beyond our control as well. Instead of paying a $100 retake, I can waive the reschedule fee and allow you to take the class again within the next six (6) months free of charge. Let me know your thoughts and I will have your rep initiate a training voucher good for six months from today; you can use this training voucher for one of our online classes or in classroom sessions.
10/20/14, Mrs. Edwards again wrote a second letter and began complaining about the quality of the Illustrator class which she had previously given a good evaluation of and began threatening that she would be taking different steps if we did not give her a refund.
10/20/14, Director escalated to president via written memo. President decided client care and Director had done everything reasonably possible including making several policy waivers and financial concessions on Mrs. Edwards behalf. At no time was any communication unprofessional or impolite.