ComplaintsforInstitute Of Reading Development

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No way of contacting the company-recording that there are technical errors for not having class meeting(s) or answering the phone at customer service,

  

  Business response

  06/22/2023

  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.  Classes were running on schedule and Milah has been attending.  Once the server issue was resolved, a CS Supervisor reached out to *******, and helped her access our Program Website once again.

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good day, I called the Institute of reading so that my son could be a part of their program. My son took part in 2 session and 1/2. He did horrible with the online program. I had a supervisor call me back and no one wanted to refund me my money.I just want my money to be credited back to my card. My son had a pre schedule surgery on one of dates. He missed a course. I told the lady on the day register. I couldnt get a make up date. If youre African American single mom. Dont do this they will steal your money. Horrible organization. I would not recommend to anyone. I wasnt requesting a full only the remaining 2 weeks.

  

  Business response

  04/27/2023

  To address the customer complaint regarding ********'s son, we acknowledge that when ******** enrolled her son on 3/8, she informed us about his surgery coinciding with ****** 3. The agent she spoke to assured her that the ****** could be rescheduled; however, the makeup session was not scheduled immediately, and available spots were filled by other students.

  
  On 4/12, ******** called to arrange a makeup ******, and a supervisor contacted her the next day, offering to move her son to a new class or provide a refund for the missed class. ******** chose the refund and received $43.25 on 4/13. No other concerns were raised at that time.

  
  ******** contacted us again on 4/19 to cancel the program. Another supervisor spoke with her on 4/21 and suggested her son complete homework between classes, utilize one-on-one help, consider the self-paced program, or receive a credit for future programs. ******** declined these options. After reviewing with management, we refunded $86.50 for the unattended ******s due to the unusual circumstances.

  
  We have made several attempts to inform ******** about the refunds via voicemail but have not received any callbacks.
  

  
  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Good day, I called the Institute of reading so that my grandsons could be a part of their program. However, the dates that they had were while we were out of the country when I realize that I immediately called back and told them to cancel the program because it wasnt gonna work for me because it is online, I had a supervisor call me back and no one wanted to refund me my money back we never use the program and its just been a back-and-forth thing. I just want my money to be credited back to my card. Theres nothing for me to return to them because we receive nothing .

  

  Business response

  12/19/2022

  ***** enrolled her 2 grandsons in our Summer 2022 programs starting 6/13/22 on 5/9/22 and books were shipped to her on 5/24.  She called over two weeks past her refund deadline of 5/19/22 on 6/3 requesting refunds as she was concerned she would not have the time to help her grandsons complete the program.  She spoke to a CS Supervisor who let her know that she was calling 2 weeks past her refund deadline, so refunds were not an option.  The Supervisor reassured her, urged her to reach out to their teacher when the program started, and let her know that we could arrange a makeup class for ****** 1 when ***** had a calendar in front of her. The supervisor reached out to ***** on 6/6 and 6/7 in an effort to arrange the makeup class.  On the start date of class 6/13 ***** reached back out to the Supervisor leaving a message indicating that she wanted to cancel after all and was prepared to send the books back.  She stated that there were family dynamics going on that she did not want to reveal.  On 6/14 the Supervisor and ***** spoke and the Supervisor offered ***** a Letter of Credit for each class so that her grandsons could take a program at no cost in the future.  ***** was happy with the Letters of Credit.

• Initial Complaint

  07/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/31/22, I enrolled my 3 daughers in the online summer reading program from this company. On 6/20/22, I emailed the company stating that my children could no longer attend this program (it was due to start 6/26/22). My work schedule suddenly changed, and I was no longer able to sit with them at the times we had registered to assist them with the online class program (one of my daughter's is autistic with ADHD and has difficulty focusing). On 6/21/21, an employee of the company called back and stated she would "see what she could do for me" in regards to a refund. It is now 7/1/22 and I habe not heard anything back. I would like a refund for my 3 daughters which amounts to $721.74. I asked for the refund before classes even started, and now classes have started and I have not heard back.

  

  Business response

  07/28/2022

  ******* is a repeat customer who first enrolled her three daughters in our programs in the Summer of 2021.  She enrolled all three again for our Summer 2022 programs on 5/31/22 and received our materials shipments on 6/11.  ******* emailed customer service a  week and a half past her refund deadline of 6/10/22 requesting a refund due to conflicts and time constraints.  *****, a ******** Service Supervisor, followed up with her by phone.  ******* told her that her work schedule had changed so that she would no longer be able to sit with her daughters during the class meetings.  ***** assured her that it is not necessary to attend class with her children as they are old enough to attend without supervision being enrolled in our 4th and 6th grade programs.  ***** also offered a variety of alternate schedules and told her that we also offer makeup classes.  ******* told her that one of her daughters in the 4th grade program has special needs and does need ******* to sit with her during class.  ***** told her that in that case we could likely make an exception and provide a refund for her daughter with special needs but that refunds were not an option for the other daughters who could still attend.  ******* told ***** that she did not want them to take the program this Summer as she likes to be involved.  ***** then offered Letters of Credit and explained that she could use them to enroll in a full program in the future for any of her children.  ******* told ***** that she was not sure when they would be able to use them.   ***** gave ******* her contact information and told her that she would reach out to her in about a week to confirm if we could make an exception and provide a refund for her one daughter.  ***** had not yet reached back out to ******* nor heard from her when she made her complaint on 7/2.  After the July 4th holiday, ***** left numerous voicemail messages and sent ******* an email after not hearing back from her.  Nancys plan was to provide a refund for her one daughter and offer to move her other daughters to our Self-Paced Program which students can do at their own pace without scheduled class meetings.  ******* replied to Nancys email letting her know that she had received her voicemails and had gone to the BBB to get this resolved.  She wrote that the only way to resolve this is with a full refund.  While a refund is not available for Melanies two daughters who do not have special needs, we are able to offer a number of alternatives.

  Customer response

  07/29/2022

   
  Complaint: 17514284
  
  I am rejecting this response because:I am requesting a full refund. 
  
  Sincerely,
  
  ***************************

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