Consumer complaint received 2017-04-25
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
STEP  : 1 STEP 1 : Q : What is this  complaint about?   ANSWER : A student and client of my   XXXX   XXXX  ,  XXXX   XXXX    XXXX   XXXX  , requested a full refund from  American Express f or a training that she signed up for and participated in on  XXXX   XXXX ,    2017.   She paid {$6000.00} and received  a FULL REFUND from American Express o n  XXXX   XXXX ,  2017.    CASE #  XXXX  REFERENCE #  XXXX  TICKET/CARDHOLDER #  XXXX  STE P 2 : Q : Wha t type of problem are you having?   ANSWER :  XXXX   XXXX   XXXX   XXXX   XXXX  sent me a dispute notification. I responded in the allotted time frame and faxed over my paper  work. American Express denied  my claim.     ST EP 3 : Q : What hap pened?   ANSWER : Response in detail listed below.     St ep 4 : Q : Wh at company is this complaint about?   ANSWE R : American Express Step 5 : Q : Who are t he people involved?   ANSWER :   XXXX   XXXX   XXXX   XXXX  ,  XXXX   XXXX ,  XXXX   XXXX  CASE #  XXXX  REFERENCE #  XXXX  TICKET/CARDHOLDER #  XXXX  I have a small business named   XXXX   XXXX   XXXX   XXXX  . On  XXXX   XXXX ,   XXXX  , a woman named  XXXX   XXXX  signed up for our teacher training program which spans the course of one year. Our teacher training program is {$6000.00} and we have all of our trainees sign a contract which states that there are no refunds given under any circumstances.  XXXX   XXXX  purchased a home in  XXXX  in  XXXX   XXXX . She requested a refund in  XXXX  because she was concerned about her new commute and realized it would require additional travel time.      XXXX   XXXX  was given our   XXXX   XXXX   manual which was installed on her iPad by a technician. Please note : I am submitting documentation that she received this manual from our technician. In addition, she attended  XXXX    XXXX   XXXX   weekends. The dates are as follows :  XXXX   XXXX - XXXX  for 16 hours as well as  XXXX    XXXX - XXXX   for 16 hours. She received a total of 32   XXXX   hours as well as our manual. Lastly,  XXXX   XXXX  came to our studio daily. We have an online scheduling system. She had obtained a username and password and signed herself in daily. The dates that she attended our facility to receive training, teach and work out are attached as documentation in support of this claim. The total hours are  : 127 hours. For a grand total of 159 h ours.      XXXX   XXXX  sent me an email directly to tell me that she was leaving the program and receiving a full refund fro m American Express. She  sent me an email explaining that the outline for the teacher training program was false and that she did not receive services that were promised. This is not accurate. Her complaints were as follows  : 1 ) " Pro gram details stated that apprentices would be able to access the studio Monday - Friday from  XXXX   XXXX , and Saturdays from  XXXX  -  XXXX . There have been multiple occurrences where I have been denied access to the studio to observe, practice or teach during times when the training program details state the studio would be open. '' RESPONSE :  XXXX   XXXX  was required to schedule herself on our online scheduling system in ADVANCE. She did not do this, rather she did this the day of prior to coming in to the studio. In addition,  XXXX   XXXX  did not come to our studio at  XXXX    XXXX   XXXX   XXXX   XXXX   since she began the training. The times that she came to our studio are attached in a PDF. Lastly, I explained to  XXXX   XXXX  that our studio had been vandalized on Saturday  XXXX   XXXX ,   XXXX   and that there was broken glass which was dangerous and our door needed to be replaced on Monday morning from  XXXX    XXXX   to  XXXX   XXXX . She seized this opportunity to demand a refund because we were unable to make the studio available to her during this time period. Pease note : I have a picture of this occurrence and I am submitting it as documentation.      2 )  " Additionally, although the training fee states that I would have unlimited access to the studio to observe, practice and teach, it was made aware to me after paying for the program fee, that if I teach someone not currently an apprentice or employee of   XXXX   XXXX   XXXX  , I would have to pay a {$25.00} studio rental fee, even if during the hours outlined as being able to have unlimited open studio access to observe, practice and teach. '' RESPONSE : It was explained in great detail to  XXXX   XXXX , at the BEGINNING of the program, that she was able to teach employees and fellow apprentices for no charge ( included in the cost of our program ). In addition, if she wanted to teach clients that would like to pay for discounted apprentice sessions, she could do so and would be paid for doing so.  XXXX   XXXX  agreed to this. Please note : I am submitting her  XXXX  and deposited pay check. Lastly,  XXXX   XXXX  wanted to teach her husband  XXXX   XXXX . This was not a requirement. She did not want him to pay the studio for discounted sessions nor to be paid for teaching him. I agreed to her request but explained that a studio fee of {$25.00} was to be paid if she wanted to teach him specifically. This was NOT a requirement.      3  ) " The program details provided before submitting payment for the training fee, also states that there will be a monthly apprentice meeting/workout. The training program began on  XXXX   XXXX , and I was not provided with the first monthly/apprentice meeting/workout. '' RESPONSE : There are a total of  XXXX  apprentice meetings, held once a month. Apprentice meetings begin in  XXXX  and end in  XXXX . This was explained to  XXXX   XXXX  at the BEGINNING of the program.      XXXX  ) " As required, prior to signing up for the program and paying the program training fee, I submitted an application outlining my experience with Pilates. Since the program has begun, I have been told on multiple occasions that I not capable of completing training program unless I take multiple classes/privates all which come at an additional charge, not outlined in the program details. '' RESPONSE :  XXXX   XXXX  was NEVER told that she was not capable of completing the training program unless she took classes and/or private sessions. Also, please note on  XXXX   XXXX  's application, she DID NOT disclose that she had a physical/medical condition called scoliosis. She was concerned because her back was bothering her. It was then that I realized she had scoliosis. I asked her about this and why she did not communicate this to me PRIOR to beginning the program. She explained that she was concerned that I would NOT accept her into the program if she had been honest about her condition. She asked me directly what she could do additionally to enhance her training experience. I recommended taking classes and sessions but this was NEVER deemed a requirement. Please note : I am submitting her application and waiver form as proof that she did not disclose her medical condition to   XXXX   XXXX   XXXX       As you see,  XXXX   XXXX  received our   XXXX   XXXX   manual,  32 h ours of hands on training as well a s 127 hours  of studio time to observe, practice and teach. This is highly unethical of her to demand a refund for a training that she participated in for over 2 months.     CONCLUSION : I feel that the reversal of the {$6000.00} charge was unwarranted and unfounded. Based upon the foregoing information, it is respectfully requested that  American Express rev erse the refund given to  XXXX   XXXX  in the amount of {$6000.00} and return the amount of {$6000.00} to   XXXX   XXXX   XXXX   XXXX  .

Company response to consumer: Closed with explanation