Complaints

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were a member of the Dance Ink studio the last few years. The issue this year is the studio is not issuing the monetary awards from competitions to the students, it is not even clear on how much that they owe families as the awards go directly to them. I have attempted to email, post on our group platform and the studio owners keep putting off when they will be issued and refusing to answer emails regarding the issue. Today they posted that they would be issuing the monetary competition awards when the new season starts in September. When I inquired how we would receive our issued cheques if we are moving to a new studio I was removed from the group without reason or without answer to my request. I have requested to have our cheque issued to us so that I can pick it up from the studio but they have refused. ****** ******* 

  Business response

  08/07/2024

  **** ****** ******** *******
  We appreciate the opportunity to respond to the recent complaint filed against Dance Ink by Kristin ******* We take all concerns seriously and aim to provide clarity on the matter raised.
  
  The complaint pertains to the distribution of monetary awards from competitions directly to students. It is our longstanding practice to receive these group awards on behalf of the studio, and then distribute them to students at the beginning of the new dance season in September. We are not obligated to do so, but pride ourselves on upholding this longstanding tradition, we are one of the only dance studio's in Saskatoon that does this. This process occurs in September just as it has in previous seasons, to ensure accuracy and fairness.
  
  Regarding the specific concerns mentioned in the complaint:

  We understand the frustration caused by the removal from the BAND group chat. This action was taken after it was made clear that the student would not be returning to Dance Ink. The BAND platform is primarily for communication among current students and parents regarding studio-related matters. As the student in question was no longer participating in classes, they were removed from the group chat to maintain the focus of the platform.
  

  
  Request for Check Issuance:

  We would like to bring it to the attention of the BBB that at no point was Dance ink non-compliant with the issuance of the award money. We acknowledge the request for check issuance and understand the preference for receiving checks during the summer break. We typically do not issue checks directly to families during this time due to administrative reasons and our operational schedule. Families will be notified via email of the pickup date for students who are not returning to Dance Ink. The issuance of these checks requires significant time and effort. This includes accurately breaking down the amounts to ensure fair distribution, as well as writing over 100 individual checks.
  
  Competitive Landscape and Family Relationship:

  ** ** ********* ** **** **** *** ************* ****** *** ********** ******** ** * *** ******* ** *** ****** *** *** ******** ******** ** **** * ********* ***** ****** ** *** **** ***** ***** ** ******* ***** ********* ** ** *********** **** **** ****** ********** *** **** ********** *** ********* ***** ******* ***
  
  We maintain our commitment to transparency and integrity in all our business practices. Our priority is the welfare and satisfaction of our students and their families. We are dedicated to resolving any outstanding issues promptly and effectively. 

  An email was sent to Kiristin ******** husband ******* outlining all this information on July 2 and then a follow up email again on July 3 after he threatened to call ****** *****
  
  Please feel free to contact us directly at ************** if you require any further information or clarification on this matter.
  
  Thank you for your attention to this issue.
  
  Sincerely,
  
  Matthew *******
  Dance Ink
  

  
  

  Customer response

  09/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  It is appreciated that the response is consistent and gives clear time-frame regarding competition awards. Before this the responses from the business were inconsistent and vague regarding the questions that were being asked with respect and kindness towards the business. This is what prompted the complaint to BBB *** *** ****** ****** ** ******* *** ****** not any other reason than wanting to rightfully gather information that was not being consistently presented by the business. This could have been avoided through professional conduct by the business at multiple opportunities by myself to gather pertinent information.

  ** ** *********** **** *** ******** ***** ** *** *** ******* ********* ******** ********** ** **** *** ***** *** ***** ***** ** ** ****** **** * ***** ********** ***** * ** ** *********** ****** *** *********** **** **** **** *** ********** *** *********** I have chosen to follow professional business lines to achieve a level of consistent and professional response from a business that had refused to present itself in that fashion prior to this communication. **** ** ******* *********** ******* ** ************** ******** ***** **** *** *********** ******* **** ************* ********** ************ ********** *** ***** **** ** ******** **** **** *********

  I look forward to September when the prompt communication regarding the resolution of my complaint is completed.

  
  Sincerely,
  
  Kristin ******

*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. ↩