ComplaintsforIn The Net

• Initial Complaint

  09/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 14, 2023 a 2023 a pitching lesson package 5 pack of 60-minute lessons with instructor ****** ***** was purchased for $300. Of these 5 lessons that In the Net committed to provide only 1 lesson was able to be used on March 27, 2023 at 6:30pm with ****** ***** before he was no longer working for the business. Lessons were scheduled for April 3rd, 10th, 17th and 24th for the remaining 4 lessons in the package prior to the instructor leaving the business. The nature of this dispute is to be refunded to original payment form for the remaining 4 lessons that In the Net committed to provide and did not. I reached out to the business on numerous occasions in regards to the situation. They did not have another pitching instructor employed and aside from that the lesson package was purchased with a specific instructor ****** ***** who no longer was working for this business. The only response is they have a no refund policy even though this situation is on the fault of the business not providing services that were paid for. The business has not tried to resolve the problem and they refused to refund the remaining balance of $240 ($300 - $60 1 lesson received) and only apply a credit to account. ***** *************** the General Manager was left messages to reach out to me on numerous occasions about the situation after speaking with individuals employed at the business and never returned a phone call or tried at all to resolve the problem in a professional manner. After months and numerous attempts to resolve this issue on my part with In the Net I have found it necessary to file a complaint with this business.

  Business response

  10/17/2023

  To whom it may concern, 
  I am writing in response to a letter that we received for a client requesting a refund. 
  Our refund policy is attached to this letter and can also be found on the homepage of www.itn-academy.com, which clearly states refunds are not provided for any reason. In this scenario where the client has purchased a lesson package but did not use all of lessons in the package, the remaining funds have been added to the clients account for future use. The client can use this account balance towards lessons, camp/clinic registration or facility rental. 
  Regarding this specific situation, to the best of my knowledge we have returned all calls to the client that we have been made aware of, unfortunately the client has not been satisfied with the response that she has been giving during these phone conversations If the client has called and not left a voicemail or not requested a call back, I am not aware of her calling. The client purchased a package of lessons with intent to use them with instructor **** *****, unfortunately **** elected to accept a new position and leave our facility. The client however, purchased the lesson package more than 45 days prior to actually scheduling the first lesson. After learning that **** would be leaving, the client tried to schedule lessons, but their availability did not match up with that of the instructor, ****. At the time of ****'s departure from our facility the client was made aware that they would receive an account balance, and nothing further was requested by the client. This account balance does not expire and can be used by the client at any time. 
  The client has since moved to Virginia and in a recent phone conversation with our Assistant GM, ****, requested a refund because they no longer have a need to use our facility, due to their move to Virginia. 
  I feel that our policy clearly states that refunds are not given, and that our willingness to provide a credit on their account is more than sufficient. It is unfortunate that the client has moved to Virginia, however we should not be held accountable for the clients decision to move. 
  Thank You 
  
  

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