Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/16/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  I enrolled my son in classes with Lets Play Music in ******, **, for one ****** a week at a cost of $99 per month and informed them we would be ending in late August. On August 7, I submitted an amendment requesting to be released that day and received a reply confirming acceptance of our early withdrawal. After withdrawing early, I requested a refund for the unused ******s (3 weeks) totaling $75, but the business has not issued it. Given the prior agreement for early withdrawal, I believe the $75 refund is fair and appropriate, and I am requesting that it be issued.

  Business Response

  Date: 09/19/2025

  Our Lesson Termination policy is clearly posted at *** physical site on the bulletin board in the hallway on the way to the ****** room and can also be found on *** student res***ces page on *** website. Weve included the policy on ****** termination below for y*** convenience.
  
  The student who filed this complaint was looking for an exception to *** policy. However, if we granted this request, we would need to change the policy for everyone in the studio because it wouldnt be fair to allow this one student to have an exception and not everyone else. Our tuition rates are based on *** policy allowing us to have enough notice to meet *** obligations to *** teachers and staff as well as *** other operations overhead. If we were to change *** policy to allow refunds for tuition during the month, *** rates would need to be increased to meet these obligations. We have this and other policies in place to keep *** tuition rates as low as possible for *** students.
  
  This policy is not unlike many other tuition, subscription, or membership policies. When you pay for tuition at most private schools, programs, colleges, or universities, you do not receive a refund if you do not attend classes or if you stop attending classes without completing the program. The same is true of many subscriptions or memberships. You may stop using y*** membership or subscription services, but it is common that you remain enrolled through the end of y*** payment period.
  
  In this complaint, the student didnt inform you that she was made aware that we cant refund her. She claims that because she asked to stop ******s before the end of the month and we acknowledged that she was stopping before the end of the month, shes entitled to an exception and in her mind that implied that we would issue a refund. However, as you can see in the policy below, you can give y*** notice any time in the month, but you remain enrolled through the end of the month. We cannot require students to attend and that is what we acknowledge to her.
  
  During *** interactions after her withdrawal, she told us that she would have attended the remaining classes in the month if she understood that she remained enrolled until the end of the month. In light of this, we offered to have her child attend three more classes either in the class that she had been enrolled in, or one of *** many other class times that it is offered. We also extended the c***tesy of offering three private ******s that could be arranged at *** mutual convenience when she said her schedule changed and she couldnt attend the class. We even offered to have her child try three sessions in one of *** other programs such as *** art program. The private ******s and art class tuition is higher than the tuition for the program her child was enrolled in. She refused *** offer and demanded that we refund her. At the end of the day, we need to maintain *** integrity and fairness by applying *** policies equally to everyone.
  
  Below is *** ****** termination ************************* TERMINATION: Students may terminate ******s at the end of the month that notice is given. Because enrollment is month to month and prorated ****** tuition occurs only on the first month of ******s, refunds are only issued for payments made toward a future month (from the 25th on when the next billing cycle processes through the end of the month.) To terminate ******s, the office must be notified.  Notification to y*** teacher is not sufficient for withdrawal: the office may be notified by calling and speaking to the office staff, e-mail, or speaking to an office staff member in person. Withdrawal is complete when you receive email notification of withdrawal from the office. Our office phone number is: ************** and *** e-mail is *****************************************************.  
   Please be advised that termination of recurring payments may take several days to take effect. We make every attempt to terminate y*** recurring payment promptly upon notice of withdrawal, but if y*** tuition payment for the next month should process in spite of *** attempts to void the transaction after you have withdrawn, let us know and we will issue you a refund. 
  
  Examples: 
                                If you withdraw on the 25th of the month and y*** recurring payment has been charged, you will finish ******s for that current month and you will receive a refund for the next months tuition.  
                                If you withdraw on the 1st of the month, you will continue to be enrolled through the end of that month. No further recurring payments will be processed.   
  
  

  Customer Answer

  Date: 09/19/2025

   
  Complaint: ********
  

  I respectfully disagree with the businesss response.
  
  The business provided me with written confirmation that my withdrawal would be effective earlier than the end of the month. At no point in that confirmation was I informed that I would remain financially responsible through the end of the month. This important information was only communicated after I submitted a refund requesttwice.
  
  The business claims that its ****** termination policy is posted on a bulletin board and available on its website. However, the policy is not findable on the website. In addition, a bulletin board posting is not a sufficient method of disclosure. Once my withdrawal was acknowledged in writing, the business had a responsibility to clearly state that tuition would still be owed through the end of the month. The absence of this disclosure created a reasonable expectation that my withdrawal was fully effective as of the confirmed date.
  
  After my withdrawal, the business offered private ******s or alternative programs. These were presented as goodwill gestures and customer retention efforts, not as a credit for tuition I had already paid. I did not accept these offers because they were not equivalent to a refund of the unused portion of my original enrollment.
  
  The program my child was enrolled in (Ready to Rock) was also not delivered as described on the businesss own website. The website states: Each student gets a weekly 1-on-1 private ****** with an instructor, focusing on their solo material and personal growth. Alongside that, they join a fun and interactive group class
  
  In the six months my child was enrolled, he never received any 1-on-1 private ******s. I reasonably expected these ******s based on the program description, but they were never provided. I noted this lack of individual instruction in the feedback I submitted after unenrolling.
  
  The policy as applied is therefore unclear, inconsistently communicated, and compounded by the fact that the service advertised was not provided. If students are considered enrolled through the end of the month regardless of notice, this should have been explicitly included in the withdrawal confirmation. Further, the lack of the promised 1-on-1 ******s demonstrates that the business failed to deliver the program as described.
  
  For these reasons, I believe I am entitled to a refund for the portion of tuition not used after my confirmed withdrawal date, and I request that the BBB consider both the failure to disclose policy terms clearly and the failure to provide services as advertised.

   
  Sincerely,
  
  ****** ******