Complaints

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• Initial Complaint

  Date:10/28/2025

  Type:Customer Service 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.

  Both of my daughters were on the competitive dance team at Dynamic Dance Factory (DDF) and their contract states that **All *** Company members must purchase their performance dance ************** through DDF. This ensures that all dancers' shoes match. Different brands have different shades and they clash. **. When they began measuring for shoes, I reminded them that I bought new jazz shoes for my daughter from DDF last year, and they did not need new ones this year. This went on for a few weeks, them trying to get me to buy new shoes. I even discussed dropping the girls from a team dance and my oldest daughters solo. In the end, ***** just said to forget it because we had already bough shoes last year. I moved forward, paying all the comp fees, costume fees, convention fees. On (Saturday) 10/25/25, she came out into the lobby and told me that I needed to buy new jazz shoes. I told her we already discussed this and I would not be buying new jazz shoes. And that she could pull the girls from jazz and give me my money back if she needed to change her mind about the shoes. She didn't like what I said and said I had an attitude with her, asked my older daughter (14) to call her and let her know what I decide to do about the situation. (Monday) 10/27/25 I received an email that removed my daughters from the dance team and studio and she said she would not repay any money. I attempted to get a better number for what is owed but I was locked out of our account, so this is an estimate. I have emailed requesting an itemized list, and as of writing this have not received one. Included are the company shoe spreadsheets, my daughters are ******* H (Pre-Teen) and ******* H (Teen) - both of them have shoes listed as NOT NEEDED

  Business Response

  Date: 10/29/2025

  Dynamic Dance Factory (DDF) disputes the claims made by Ms. ******** ****** and asserts that *** was fully compliant with the contracts, handbooks, and agreements entered into between DDF and Ms. ************* ******** ****** was provided with a Company Team contract and handbook, both of which she signed prior to this season starting. These documents include a requirement for dancers to purchase their performance dance shoes through DDF. Earlier this year, she informed us that she had purchased the jazz shoes from *** last season. We took her at her word during our initial conversation, however, we have since learned that she had not in fact purchased the jazz shoes from *** as required by the agreement she signed. On Saturday, 10/25/25, while verifying that all dancers had properly labeled shoes, we discovered that her two dancers did not have the correct jazz shoes. When approached about this, she declined to discuss the matter, refused to purchase the required shoes, and requested to withdraw her children. She was given the opportunity to rethink her request for withdraw, but restated and affirmed her desire.  Accordingly, we processed their withdrawal.   ******** had every opportunity to contact us via email or phone before we emailed her on Monday 10/27/25 at 12:17PM to formalize the withdraw, Ms. ****** signed the agreements individually and on behalf of her minor children, and these agreements very clearly set forth the obligations Ms. ****** has to DDF and the rights of DDF in circumstances like this.  DDF followed their policies and procedures in response to the violations of those rules by Ms. ************* DDF respectfully submits that this claim should be closed in light of the documents and evidence supplied with this response.  The video files capture the conversation that took place when Ms. ****** was presented with the fact that she had the wrong shoes and her response thereto.  The videos attached confirms her demand to have her dancers withdrawn and the contract identifies the rights DDF has in that situation.  This complaint should be closed as it is Ms. ****** attempting to harm the reputation of DDF despite her own breach of the contract with DDF and her own choice to withdraw her dancers.  Should you want further information please let us know. 
  
  Attached here is the ring camera footage of ******** ****** withdrawing her students (attachments named RingVideo_20251028_131416 & RingVideo_20251028_131535). 
  
  Attached here is our company handbook & company contract that she signed, which states the following: (attachments named C.H. ********* SIGNED Company Contract (1), L.H. ********* SIGNED Company Contract (1), & ***** Company Handbook  (1)
  Page 3: **All *** Company members must purchase their performance dance shoes & tights through DDF. This ensures that all dancers' shoes match. Different brands have
  different shades and they clash. **
  Page 10: Please note, should a dancer be dismissed from The *** Company or withdraw for any reason, all *********** Tuition & associated *********** Fees are non-refundable.
  
  Attached here is her account statement for all things related to merchandise. This shows that she did not buy Jazz shoes at *** since her daughters enrollment began on 7/1/2024. (attachments named ******- Merchandise Transactions- NO STUDENT NAMES (1))
  
  Attached here is the email we sent to ******** ****** on Monday 12:17PM. (attachments named Initial email thread with ******** ****** from ***** PM through 2.06 PM on 10-27-2025 (1))
  
  Attached here are the several emails we received from ******** ****** after we emailed her at 12:17PM. In her first email response she threatens to sue us. Once we received this we could no longer respond to her without DDFs lawyer present. (attachments named email received from ******** ****** on 10-28-2025 at ***** PM(1).pdf)
  
  Attached here is the email thread which initiated with a Team update email that DDF sent on August 8th. ******** replied, inquiring about pulling her daughters from some of their routines. We kindly replied and stated that she can pull them, but it will affect the team because they already completed their routines. ******** did not reply to our last email, so we did not pause her payments. (attachments named email thread with ******** ****** 8-8-2025 through 8-14-2025 (1))
  
  
  

  Customer Answer

  Date: 10/31/2025

   
  Complaint: 24069671
  
  Please see the attached PDF:  Response to DDF
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 10/31/2025

  The *** file ******** provided is incomplete as we only see the first page and therefore cannot adequately respond.
  

  Customer Answer

  Date: 10/31/2025

   
  Complaint: 24069671
  
  I had to separately email to the BBB and they are adding it to the file.  I'll attempt to upload it on this entry, seems like it is loaded property this time
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 11/04/2025

  In our initial conversation about the jazz shoes, Ms. ****** claimed that she had purchased jazz shoes from *** last year, which is why we labeled her order form as not needed. We did not check her sales history at the time, as we took her at her word. However, had that been true, the jazz shoes would have been identical to the required pair. Upon labeling all the dancers jazz shoes on 10/25, it became clear that her dancers jazz shoes had not been purchased through DDF, as they were completely different. We provided evidence from Ms. ******* transaction history to confirm this in our initial BBB response. This conversation took place in front of other parents, who also heard her state that she had bought the jazz shoes from DDFwhich she had not. We took her at her word, but unfortunately, that trust was misplaced. We do not make exceptions to this policy, as the jazz shoes are part of our required uniform. Ms. ****** chose to violate the contract and requested to withdraw her dancers, which we honored.