Letter of complaint sent to Double Take Studios: (I am still awaiting a reply)

Executive Director

Doubletake Studios

June 6^th 2010

To Whom It May Concern:

I am absolutely disgusted by the manipulative way Doubletake Studios is operated. On June 11^th 2010, one of your booking agents, by the name of Bianca, telephoned me and persuaded me to book an appointment with your company. A couple of phone calls went back and forth between us, as I was a bit sceptical of taking up such an offer.

I should have listened to my gut instinct. I was mislead into booking an appointment on the belief that I could call at anytime, rebook or cancel without no charge and the only charge applicable would be a no show fee if I failed to attend the appointment and did not have the decency to call and cancel seven days prior to that appointment.

In the conversation I had with Bianca, I specifically asked if I could cancel at any time as I knew I may be travelling long-term and was not sure when I would be back. AT THAT TIME of me asking the question, I was informed that yes I could ring back seven days prior to the appointment and cancel at any time. Maybe later down in the conversation she could have mentioned the cancellation fee but at that point, in time I was never told I would have to pay a ridiculous amount for cancelling for valid reasons. I was also informed that if I registered online, I would be entitled to a twenty-five pounds high street voucher. Again, the thought in my head went off, ‘too good to be true.’ Nevertheless, as my friend who had referred me to your service highlighted the credibility of the company I decided to go ahead with it.

I rang in to reschedule a couple of days later. Upon hanging up the telephone with one of your advisors, I had to schedule a meeting for work purposes on that same date and time of the appointment. I immediately left a message on the voicemail indicating that I need to speak someone to change the date or cancel.

Since no one bothered to response to the message, I telephoned again to cancel for VALID reasons and was informed that I would have to pay a cancellation fee. Your reticent customer advisors THEN outlined your terms and conditions to me and highlighted that I have no choice but to show up or send two people in my place if not I will be charged two hundred and fifty pounds ‘no show’ fee. I never received an apology from any of your advisors, I asked to speak to a manger and Bianca who had originally contacted me but was refused. I then asked for the number for the executive director and was told this information could not be supplied.

I then took it upon myself to contact Consumer Direct and Citizen Advice Bureau, Independent Watchdog and my lawyer who are further investigating your contracts. I also posted my experience online and no surprise I have had a number of people contacting me about similar experiences with your company.  These individuals are mainly students or individuals like me who was mislead and exploited into booking an appointment with Doubletake Studios. From my research, I gather that you try to exploit vulnerable individuals into your terms and conditions by highlighting the complimentary bonuses and subsidized costs of your service all for the sake of making money.

Coming from a professional background and with a strong interest in journalism and making a difference, I will and cannot let you continue to exploit individuals. Since I have no choice, I will have to attend my appointment booked or send two individuals in my place. However, no doubt, after my appointment in August, I will be writing up my experience, submitting it to various newspapers nationwide, posting it on blogs and relevant websites through my contacts and ensuring that this company acquires a considerable amount of negative publicity and more people are aware of the manipulative manner in which you operate.

I would be extremely grateful if I could get a comment from your management team for the article.

I look forward to your prompt reply.