Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two sessions on 3/25. I was promised that my children would love the class and that their reading speed would be increased and they would feel more confident in reading. My 1st grader was often bored in class and used the bathroom frequently, she also missed an entire class because she was sick and part of a class because the link was not working, most of her classes had audio issues and we couldnt hear the teacher, we would try to raise a hand to let the teacher know and he wouldt call on her so she could tell him (we would know if he did call on her because her picture would pop up on the main screen). My son who was in 6th grade was put into a more advanced class somehow and because of the amount of reading he had to complete each week he failed his math class and had anxiety attacks at school and right before each reading program class started. We watched his reading speed decrease! He didnt enjoy the books or the class the experience was a literal nightmare for him but we pushed through because it was very expensive!

  

  Business Response

  Date: 08/14/2024

  ****** enrolled her son in one of our Spring programs and her daughter in an early Summer program. Unfortunately, she did not know our customer service phone number or that she could email their teachers while their program was ongoing.  This information is included in the emails that we sent to her, but she must have missed this.  She did find the ** phone # after the programs were complete and after she lodged this complaint.  A ** Supervisor worked with ****** and determined that her son would have benefited from a level change although his reading speed did increase over the course of the program.  We have provided her with a credit for a future class for him.  The Supervisor determined that her daughter also would have benefited from a level change.  If we had heard from her while her class was in session we could have accomplished this quickly and could have had her work with our IT department regarding the technical issues they experienced during the program.  The Supervisor provided her with a partial refund for her daughters class as well as a credit for a future class.  We look forward to both of her children having a positive experience in classes at the right level of challenge and with open communication between her, their teachers, and with our ** department.  ****** was happy to finally be in touch with us and pleased with our resolution to the issue.

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This program was advertised as Pre-K learning beginning phonics, recognizing site words. The books for the class not only were not only not for emergent readers, the format of the class was lecture based 90 minutes sitting in a chair. Anyone who has ever instructed preschoolers knows that a passive lecture format is completely inappropriate for that age group (I'm finishing a PhD in Educational Psychology so I have a bit of background in this). I left ten minutes into the start of the class and called their customer service to say that this level of instruction was not consistent with the age group and requested either a refund or reimbursement for a course at a later time when lecture format would be more age appropriate. The person said they would do no such thing. In any course I've ever registered at university, there was always an add/drop deadline, but there is no recourse for this class. I would be genuinely surprised if they could provide evidence that their intervention leads to statistically significant results in reading and is not just a for-profit red *******

  

  Business Response

  Date: 07/31/2024

  ****** signed up her son ********* in our program designed for entering Pre-K students.  Students at this age are in the pre-reading stage, so we choose picture books for the program that will provide them with a positive experience with books and printed material. The books are intended to be read to the students to help them establish print awareness.  This is not a lecture format class. We make sure to include a number of games and activities that make the class exciting and engaging for students of this age.  We include activities that allow the students to get up and move around during the class like acting out the stories.  However, since ****** left 10 minutes after the start of the class, she unfortunately did not have a chance to experience this.   When ****** connected with a CS Supervisor the Supervisor was happy to provide her with a course credit that she can use for up to 3 years for another class and for any student.  Our documented success with over 3 million students over a period of more than 50 years is a testament to the effectiveness of our program

• Initial Complaint

  Date:07/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled my daughter in the second session reading program. I paod for this on June 13, 2024. I found out that my summer plans were changingnand my daughter would not be here. I started communicating with them to get my refund and cancel the class for her on July 1, 2024. I was not told about the 10 day cancelation policy until the 2nd supervisor called me back. The first callback from the last supervisor was on July 5th and that was the first mention of such a policy. I was told when i first called i would hear from a supervisor and never did. I called back only to it supposedly escalated and still never heard back from a supervisor. Finally i called back and demanded a supervisor and that's when i was told it would probably be the 8th before i heard back from anyone. I was contacted yesterday and today with the only options they state are to have a 3 year credit for a program that i don't want any further dealings with or to reschedule. There are no other dates to reschedule to. I need those funds refunded in order to cover the summer childcare program my daughter will actually be participating in.

  

  Business Response

  Date: 07/31/2024

  ***** signed ******* up for the program on 6/13/24 and first called to request a refund on 7/1.   The CS agent she spoke to let her know that no Supervisors were available so they would put in a request for one to return her call.   On Friday, July 5th ***** was able to connect with a CS Supervisor and told her that her daughter would not be able to attend as there had been a change in their Summer plans as her fiance had booked them for a trip.  The Supervisor offered a change of schedule, but ***** told her that they would be gone for the entire time as the duration of the trip would be 2 months.  The Supervisor let her know that she was past her refund deadline which was 10 days after her date of payment.  Our refund window is designed to balance flexibility with the need to prepare adequately for the classes. This includes:
  Instructors: We hire, train, and schedule teachers based on the enrollment of committed participants. This ensures we have the right staff ready for classes.
  Materials: Course materials must be printed or purchased well in advance. Fulfillment and shipping arrangements are made based on the number of committed participants.
  ***** wanted to speak to a different Supervisor, so on Monday, July 8th a different CS Supervisor reached out to her and explained that since she first reached out past her refund deadline, that we could issue a course credit that could be used for up to 3 years for any student and since we offer programs all year long, she could use the credit to enroll ******* at any time of the year.

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 21964254
  
  I am rejecting this response because:  The return or cancelation policy was not explained to me during any of the calls until I mentioned getting my attorney involved.  And reading other complaints regarding this program it seems that this is a common practice for them to withhold certain information especially regarding the cancelation process.  Honestly had I known I would have not signed my daughter up for this given the lack of time for things or plans in life to change.  Yes, I have trip but my children do not however since we will not be here, no one will be able to provide transportation to this program.  The first time I called I was promised a call back same day.  I had to call back multiple times in order to even get a callback.  Also, if the cancelation process is common knowledge as they state then why did either of the other representatives that I spoke to before the last supervisor mention it.  All I was told initially is that it would be no problem but only a supervisor could process the return.  I have returned the materials that were mailed to me after I told them not too.  I do not a voucher credit for future services from a company that is blatantly dishonest.  Again, I see where they have pulled this before and returned the funds and I WANT MY FUNDS RETURNED OR I MAY HAVE TO SEEK FURTHER ACTIONS.  I work too hard to have $300 be thrown away.  That could go towards my childrens school clothing or something else for them.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/09/2024

  When a customer enrolls a student in one of our ********************** programs, we assume that they do so because they intend to participate.  ***** did not inquire about our refund policy when she enrolled.  Immediately after she enrolled, we sent her a confirmation email that included a link to our Terms of Service where she could view our refund policy.  It is also available on our website and our **************** Representatives are happy to provide it when asked.  We know that summer plans can change as ****** did.  We offered a change in class schedule, but ***** told us that they would be on their trip for 2 months. We also offer online classes where transportation to the classes is not necessary.  We would be happy to move ******* from one of our onsite classes to one of our online classes so that she could receive the benefit this Summer. However, since ***** made it clear that participating in the class this Summer was not possible due to her vacation plans, rather than having her lose out on her investment we have offered a credit that she can use anytime in the next 3 years and for any student. 

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 21964254
  
  I am rejecting this response because:

  No one ever offered these so called trainings to be offered to my daughter online.  The last supervisor I spoke with only offered the three year credit and as I stated before I would not like to do business with anyone who has operated as this company has.  I have rejected the package that was sent for this program and expect to receive a full refund for the supplies and what I paid.  I would like the calls played where such an offer was made to me because it NEVER was.  Again, more lies and dishonesty from this company.  If I do not receive my funds soon I plan to take this complaint to all social media outlets and parents that will listen.  My daughter has been enrolled in a childcare program for the last few weeks where ALL policies and fees were given UPFRONT as they should be.  Again after reading the other complaints from the other parents I am not surprised by the continued lies that you have continued to put forth.  I only wish I had done better research of this company before spending my hard earned money with you.  I would like my funds returned to me or I will have to seek other options to do so.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed my grandson up for a reading program at institute of reading development my grandson was supposed to visit me this summer, he will not be coming because the death of his father when I signed my grandson up for the Summer reading skills program I was told I could get a full refund, when I called the number that I called to register my grandson I was told only supervisors could give refunds and someone would call me back after calling for over a month with the same response that a supervisor would call me back after being on the phone with a representative and telling them I had been trying to get supervisor to call me back he finally said a supervisor was available I explained I had made over 13 phone calls to request a refund I was told that I had missed the 10 day return window I believe that is the scam they are running they would always say only a supervisor were trained to do a refund and none were available and they would have to call me back, no one ever returned my call and I was given the runaround when I would continue to try to contact them I will be going on all social media to warn people about these deceptive practices, you should be able to reach the appropriate people that handle refunds as easily as it it to sign up for the program

  

  Business Response

  Date: 07/30/2024

  ***** signed up ****** for the program on 4/29/24. We record some calls for training and quality assurance purposes and after listening to the recording of *****'s call I can say definitively that our representative never misrepresented our refund policy.  The next time ***** contacted us was on 7/8/24 and she told our customer service representative that she wanted a refund because she was "not going to have transportation to take my son" to the class.  Supervisors were not yet available that morning, so the agent told her that they would put in a request for one to return her call.  ***** then called us back 5 minutes later and was connected to a customer service supervisor.  ***** told the supervisor the same thing that she told the customer service agent:  ****** would not be able to attend because they would have no transportation and no way to get him to the class.  She mentioned that she did not want to move to an online class, which would have been an ideal option given the circumstances, but just wanted a refund.  The Supervisor let her know that she was past her refund deadline which was 10 days after her date of payment.  Our refund window is designed to balance flexibility with the need to prepare adequately for the classes. This includes:
  Instructors: We hire, train, and schedule teachers based on the enrollment of committed participants. This ensures we have the right staff ready for classes.
  Materials: Course materials must be printed or purchased well in advance. Fulfillment and shipping arrangements are made based on the number of committed participants.
  
  Our customer service supervisor told ***** that she could issue a course credit that could be used for up to 3 years for any student.  
  There is no evidence that ***** called us at any time between 4/29/24 and 7/8/24, no mention of a death in the family, and no evidence that there was a delay in connecting her to a customer service supervisor. We want ****** to have the full value of what ***** has purchased and are happy to continue to extend the option for him to move to an online program now, or for them to have a course credit to use in the future, but a refund is not an appropriate option given the actual facts involved in this situation.

• Initial Complaint

  Date:05/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a customer who initially purchased a ********************** program for both my son and daughter to make sure that they weren't bored over the summer and also to make sure that they wouldn't lose their skills learned while in school. A flyer came from my children's school advertising the reading program, and I figured that it would be great since my kindergartener going into 1st grade this upcoming year was struggling with reading. Anyway, she is doing much better with reading now, and I figured that I could cancel the reading program since my family and I have made arrangements to go out of state for vacation and to handle family matters. I purchased the reading program in March 2024 assuming that I would be able to cancel at any time since the program didn't start until June 2024. So now, we are in May 2024. I've called to get a refund and I explained my circumstances to the supervisor. I was not aware of the 10-day cancellation policy until May 2024. The supervisor even told me that I called THREE times and spoke to THREE representatives. Not one person made me aware that I had only 10 days to cancel if I chose not to use the services any longer. I paid a substantial amount of money to this program - $602.82 to be exact. This company preys on families who want their children to do better, and when I requested a refund for no longer needing their services, I was denied. For anyone reading this, please, be intentional with your purchase with this company because if you change your mind, you definitely will not get a refund. I was told that I could have a credit that will exist for three years. I read to my children, and they are doing great in school. My daughter is reading at a 1st grade level now, and my son who is in 2nd grade reads at a 5th grade level. Please, please be careful when talking to this company. Write out all questions that you would like answered or you'll lose out on a lot of money!

  

  Business Response

  Date: 06/18/2024

  ***** enrolled her 2 children in our Live Online Reading Program on 3/13/24.  We shipped books to her on 5/20 and 5/21.  She first reached out to us seeking a refund on 5/21 and spoke to a supervisor on 5/22.  She explained that she and her children would be traveling and would therefore would not have time to attend the program.  The supervisor let her know that she was past the refund deadline which was 10 days after her date of payment.  Our refund window is designed to balance flexibility with the need to prepare adequately for the classes. This includes:
  Instructors: We hire, train, and schedule teachers based on the enrollment of committed participants. This ensures we have the right staff ready for classes.
  Materials: Course materials must be printed or purchased well in advance. Fulfillment and shipping arrangements are made based on the number of committed participants.
  The Supervisor told ***** that she could issue 2 course credits that can be used for up to 3 years for any student.  ***** told the supervisor that she had been told she could cancel at any time.  The supervisor listened to the 3 calls ***** had made to us and was relieved to hear that no one from our organization had misrepresented the refund policy.  If ***** had asked what it was, our representatives would have been happy to tell her.   ***** told the Supervisor that she wanted to speak with someone else, so a Senior Supervisor was able to reach her on 5/29.  ***** explained that she was a traveling nurse and unsure of her schedule. The supervisor suggested our Self-Paced program as a good solution as students are able to work at their own pace without attending scheduled class meetings.  Students are also able to take advantage of one-on-one tutoring sessions with our teachers via Zoom.  ***** was happy with this resolution and we made an exception and also provided her with $70 partial refunds for each student.  We sent out another set of materials to each student and these were received on 6/6.

  Customer Answer

  Date: 06/19/2024

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a single mother of 6 year old twins. I received a letter in my son's binder about a summer program. This letter came from the school and because my son was on the verge of failing I thought it was a little heads up from the school that he is going to have to be in summer school. Because I want to help my son succeed in every way possible I call the number for what I thought was summer school. I spoke with a woman who was very convincing that this was a great opportunity for and it's exactly what he needs to move forward and be successful in 2nd grade. So I agree and she tells me it will be a little over $300. Without hesitation I pay the $301.22 on April 3, 2024 because it was my understanding he needs this to pass 1st grade and it's really his only option...Fast forward to April, 19 2024. I have a parent teacher conference with ****** teacher. She reassures me that he is going to need to go to summer school in order to advance to the 2nd grade. I told her I figured and I already enrolled him into summer school and it definitely wasn't cheap. She was confused because enrollment for summer school hadn't started yet and summer school is free. She told me she didn't know much about that program I signed up for, but ***** most definitely has to go to summer school in order to pass 1st grade. So I call the reading program back 4-25-24 to inform them that ***** can't attend their program because it's crucial he attends the program offered through the school so he will be able to advance to the 2nd grade. I ask them to refund my money and they apologize 4 the misunderstanding but I won't be able to get a refund because I missed the 10 day refund window. But I will still have a Credit that is redeemable upto 3 years from now if I wish to use it...They are leading parents to believe they need this program for their children to succeed and then charging them over $300. They don't tell you about the 10 day refund window on the phone it's a scam if you ask me.

  

  Business Response

  Date: 05/08/2024

  ****** enrolled her son in our program on 4/3 and then called on 4/25 requesting a refund indicating that her son would need to go to his schools summer school.  Even though our flyers are clear about who sponsors and teaches the program, ****** had been under the impression that our program had something to do with her sons summer school.  At this point she was 12 days past her refund deadline of 4/13.  She spoke to a CS Supervisor who let her know that she was past the refund deadline, explained that we could move her son to a schedule that did not conflict with his summer school or give her a credit for a future class.  After ****** opted for the credit rather than the schedule change, the Supervisor discussed the situation with her colleagues and decided to make an exception for her.  She called ****** and left her a voicemail on 4/25 letting her know that we decided to offer her a refund as an exception.  ****** did not listen to the voicemail until the following day after she voiced her complaint here.  We apologize if our initial communication did not fully convey the extent of what our program offers. While there is one formal class each week, the program includes much more than that, such as interactive lessons between classes, opportunities for one-on-one teacher appointments, and access to an on-demand helpline. These components are all designed to provide continuous learning and support throughout the week,enhancing the value we offer to our students and their families.  We also offer a range of program formatssuch as in-person, live online, and self-pacedto cater to different needs and budgets. This flexibility helps accommodate families in various situations.

  Customer Answer

  Date: 05/08/2024

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told I would receive an email with my receipt and that it would include a tax id number for the company. I was also told I would receive information about the program and I have not. I've called twice and had them confirm my email address. I do not believe this to be a legitimate company as when I contacted the ********** of *** Mexicos continuing education department (whos logo and information appears all over the flyer) they have no knowledge of this program or details on the date/location of the classes I paid for.

  

  Business Response

  Date: 03/18/2024

  ******* enrolled her children in the program on 3/1 and we emailed her 2 receipts later that day.  These emails also included a link to information about the program.  ******* must not have seen the emails prior to lodging her complaint as our records show that they were not opened until Sunday, 3/3.   A ******** Service Supervisor reached out to ******* on Monday, 3/4.  She let her know she must have reached someone at **************************** who was unaware of the Summer program and that we would be happy to provide her with a full refund if that is what she wanted.  ******* told the supervisor that she received the receipts and no longer desired a refund.  We look forward to working with her children in the program.

  Customer Answer

  Date: 03/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory, however, please note that 1) they never sent promised communications on Tuesday, 2/27 and 2) the receipts were sent hours after I sent a complaint directly to the company. Their customer service is very reactive and in no way proactive. Please be sure to note this in any posted information regarding this case as their response doesn't address these matters and places the blame on me. I did infact see the receipt come through on 3/1 yet they say I didn't "open" it until 3/3. Their email tracking system doesn't seem to account for modern technology where email servers allow you to view what is in your mailbox in a preview mode without opening/clicking on the message. I would still advise potential customers to use this company as a last resort and seek reading programs elsewhere.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/16/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I signed up for the reading program for my son and paid 300$ in march 2023. The services were supposed to be for 2nd grade and when my son attended the first class online, I was told that we need to put him to 1st grade. I challenged that and was told they will let me know. 2 weeks passed and my son didnt attend the 2nd grade class which means because they didnt contact and was made to miss it. Today aug 15 2023, I got a call from saying that teacher still wants him in grade 1 and not 2 which took 2 weeks for them to let me know and made him miss two classes for which I paid 4 months in advance. I want them to refund me for the remainder classes. Note: my son only attended ********** class.

  

  Business Response

  Date: 09/08/2023

  ******* signed his son up for our 2nd grade program. After his son attended ****** 1, his teacher felt that our 1st grade program would be of greater benefit and recommended a move to that program.  A ******** Service Agent received the teachers recommendation and reached out to ******* to discuss updating his sons schedule.  When he spoke to him, he learned that ******* wanted his son to remain in the 2nd grade class.  The CS agent advised him to keep attending the 2nd grade class and to reach out to his teacher to let her know he wanted his son to remain in the 2nd grade class.   Unfortunately, due to a misunderstanding, the teacher did not talk to ******* and his son stopped attending the class.  ******* reached out 2 weeks later and spoke to a new agent who failed to communicate with either her Supervisor or the teacher in order to learn the best course of action.  She did not demonstrate the flexibility typical of the Institute.  We have refunded ******* in full and provided him a credit for his son to take a class in the future.
  
  Level changes are recommended for a small percentage of our students which we are happy to facilitate.  Occasionally a parent may want their student to remain in their original class, and this we are also happy to accommodate.   In these situations, we make sure to provide extra support to ensure the student experiences success.

  Customer Answer

  Date: 09/09/2023

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed my daughter up for a virutal, reading course through this company. When it came time for the first ******* we never recevied a link. I called and emailed numerous times and there was no answer. She missed the entire first ******* Then, when it came time for the second ******* the link did not work, she would not even complete the activities which were assigned to her. She has now missed two full lessons and has STILL been unable to work on any of the online activities. I have reached out to the teacher and company numerous times. They are more concerned about taking your money than giving you a refund. I am extremely upset and want a full refund. FAMILY ID: ******* REFUND AMOUN: $301.02

  

  Business Response

  Date: 07/07/2023

  On 6/4 we sent ****** an email which included the link to her daughters class that began on 6/5.  However, when she tried to reach us for guidance about how to find the email and join class, we were experiencing a server issue which prevented us from answering our phones.  ****** spoke to a supervisor on 6/15 and was refunded in full.  ****** told the supervisor that she has heard good things about the program and understands how the server issue impacted our ability to communicate with her.  The class that her daughter was enrolled in was running on schedule and we hope to have the opportunity to work with her daughter in the future.

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled my nephew in the reading program which was supposed to start Monday, June 5th. When I attempted to log in the site says it is down for maintenance. I attempted to call and their phone line says it is down for technical difficulties. Tried to call again today and the phones still don't work. I have left a message and no call back.

  

  Business Response

  Date: 06/23/2023

  At the time **** tried to reach us we were experiencing a server issue which prevented us from answering our phones and prevented her from accessing our Program Website.  A CS Supervisor reached out to her on 6/7 and they were able to connect on 6/8. She scheduled a makeup ****** for ****'s nephew.  **** called the supervisor back as her nephew ended up missing the makeup class, so the Supervisor rescheduled her for a fresh start in the program.  He will be attending ****** 1 on 6/26.