ComplaintsforMoore Guitars
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Complaint Details
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Initial Complaint
06/13/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I signed my daughters up for music lessons at the business located inside Moore Music, Evansville Music Academy. They were supposed to give my daughters each a half hour music lesson each week on Thursday evening at 6pm. I did sign a contract with them that stated I need to cancel by the 15th of the prior month in order not to be charged for the following month. I signed this contract in May. The first week of lessons went fine. I was then called and informed that the teachers were going to be absent for one of our sessions. I agreed to have my daughters take an hour lesson from 6pm to 7pm then next week. At that lesson the teachers let my daughters out of their lesson at 6:30pm. I questioned the teachers about why it wasn't an hour session as we had agreed. He stared that we were supposed to have arrived at 5:30. That was not the time he gave me originally. I stated this and asked if we could do the hour lesson the following week. He stated we could. I made a point to clarify the time with him so there would be no confusion. I stated "6pm to 7pm next lesson. Correct?" He stated "Yes". The following week the teachers again let my daughters out at 6:30pm. The teacher told my mother who had brought my daughters that her said we were supposed to be there at 5:30pm. I was out of town with my husband seeing to his medical needs at **** ****** in MN. I called the office the next week a few days before my daughter's lessons. I told the woman who answered this story and she stated the teacher said he clearly stated the 5:30pm Time to me both weeks and I told her that was a lie because he had not. She reveled the teacher was her son and stated her son would not lie. At this point after just starting my daughters there for lessons and having the teacher lie about our conversations I stated I no longer felt comfortable doing business with them. She told me I would be receiving a refund for the $193.00 that had been taken out of my account for that month. Now state no refund.Business response
07/25/2022
Business Response Here is our response to the complaint ***** and thank you for considering it. We appreciate the opportunity to be able to resolve this issue as we were unable to do so directly with the complainant. Managing the calendars for so many students and instructors is not an easy thing to do. Our team is extra mindful of how we communicate and document everything especially if it changes an instructor's schedule, which is viewable by the student or their parents. We have learned this through past errors and have taken many steps to avoid hiccups, it's a key reason that we document every communication that affects the teaching schedule. However, when we make mistakes as everyone does at some point, we do our very best to correct them because we know that it's not what happens, but how we deal with the issue that matters most. We always try our very best to do the right thing. I am confident that we have taken all of the appropriate steps possible to resolve this situation calmly with clear communication, it just didn't work. I myself felt attacked when talking to Mrs. ***** and reacted more forceful and directly than I normally do in any conversation, much less a conversation of a business nature. I gave up any desire to continue our conversation after she demanded a full refund and told me that the publicity would cost us more than the refund. I considered that a threat and ended the call. So, thank you again for your assistance, we want any misunderstandings to be cleared up without any bad feelings if at all possible.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.