ComplaintsforThe Principal Center
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
02/02/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
The Principal Center charged me for online membership without my knowledge or consent. Furthermore, I did not have access to the online membership that The Principal Center charged me for. I spoke with Leighanne Stidhan on 12/27/22. She confirmed that I did not have access to the membership that I was charged for. Leighanne informed me that they would only be able to refund 3 of the 7 months that I was charged for and I would have to contact my credit card company for a refund on the other 3 months. I contacted my credit card company and they did a charge back for 4 months. When I reviewed my credit card statement on 1/3/23, I saw 3 recharges from the Principal Center on my bill.Business response
02/20/2023
Customer ******** ******** registered to join the Instructional Leadership Association on 5/26/22. Upon registration she was presented with the subscription payment information, which would be $47/month.
She called to cancel her account on 12/27/2022. We had never been contacted regarding cancellation prior to this request. Ms. ******** requested a refund for all 7 months she had been charged. We cancelled her account immediately and refunded the 3 most recent months that our system will allow.
Ms. ******** claimed that she was unable to access our website and the content she purchased. However, our attached activity log reflects that she was active on our paid website content during the months she disputed payment. If she ever had any issue with accessing her content, we were never notified prior to her claim upon cancellation.
When Ms. ******** disputed the other 4 monthly payments with her bank, we submitted evidence to dispute it, since we have record of her activity and the bank sided in our favor.Customer response
03/08/2023
Complaint: 1*******
I am rejecting this response because: I did not receive the product for which I was billed and I was not granted access to the product for which I was billed.I already discredited Mr. *******s response that I used the service; which he attempted to verify with an attachment. The attachment he provided as evidence that I accessed content beyond the paywall actually supported my claim that I only accessed the free website and/or email. Once I disputed that, he shifted his response to state that there is no way for him to actually tell which content I accessed.
If you review the case, you can see my claim has remained consistent. Mr. *******s responses have shifted along the continuum of justification for the billing to implying that I am lying. To lie in a case such as this would be fraudulent. I am neither shifting my account of the complaint, lying or committing fraud.
It is unfortunate that Mr. ****** would rather engage in this manner than operate with a higher level of integrity. Further mediation is beyond the scope of the BBB; consequently, I will move my complaint to the arena of my peers. A response from Mr. ****** is not necessary or welcome. However, I thank you the BBB for thier time an efforts.
Sincerely,
******** ********Business response
03/09/2023
Customer signed up for our service. We provided access along with new content every week. If customer had any difficulty accessing content, she did not let us know until her cancellation request on December 27, 2022.
Customer is clearly frustrated that she did not make good use of the service she signed up for. However, this is not within our control as a business. We provide excellent content and excellent customer service, but customer must take responsibility for actually using the service or canceling it in a timely manner.
*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.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.