ComplaintsforILAC - International Language Academy of Canada
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I paid $1870 to ILAC for 16-week lessons for ** ********** on 2024/05/22. After ** ********** took 4 days of lessons, I emailed ILAC on 2024/05/30 to notify them that I wanted to drop and requested a refund. On 2024/6/6, they emailed me saying the refund would be $1144 and provided the calculation method. I disagreed because such a calculation method was not listed in the refund policy of the website when I paid and it was interpreted arbitrarily in favor of them. I emailed them several times giving reasons why it was unfair, but they kept directing me to other colleagues. Besides, I have not received any refund (even the $1144 they said I am entitled to) within 30 days, which was promised by the refund policy on their website. On 2024/07/02, I read Ontario's Consumer Protection Act and realized it was "unfair practice" and I could get a full refund according to *************************************************************************** Personal information of the supporting document was removed as per the requirements of BBB’s Complaint Submission Terms.Business response
08/08/2024
Dear Better Business Bureau,
Thank you for bringing ***** ***** concerns to our attention.
After conducting a thorough investigation, we found that the refund process did indeed take longer than our standard 30-day timeframe, which is not in line with our commitment to timely service. We also acknowledge that the student was unaware that, due to her cancellation within the first week of enrolment, the regular tuition fee per week was applied instead of the discounted rate for her originally planned 16-week course.
In light of these circumstances, and to address any inconvenience caused by the delay, we have decided to approve a full refund. The student can expect to receive this refund within the next week and we will communicate this with the student as well.
If there are any further concerns, please do not hesitate to contact us.Thank you.
Best regards,
** ****
Director of Operations, Toronto
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.