Complaints

This profile includes complaints for Adapted Mind's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Adapted Mind

  508 Howard St Unit 102 San Francisco, CA 94105

• 

  Adapted Mind

  535 Mission St. 14th Floor San Francisco, CA 94105

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:04/04/2025

  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 have multiple charges from this company for something *** never signed up for and I would like a refund for all the charges of $9.95 that were charged to my card. And I would like to stop any future charges.

  Business Response

  Date: 04/04/2025

  Hi,
  
  Thank you for reaching out to AdaptedMind *************!
  
  We are *********************************************************************************, a pre-K to 8th-grade Math learning website.  
  
  We found the account created by ******* ******* using the email address ********************* for the child named ***** (Username: james_the_funny_earthworm0).
  
  As mentioned earlier, during the phone conversation, we processed the refund of the last USD$9.95 charge(November 23, 2024 transaction), which should be credited to your account within 1-5 business days. If you reside outside the **, it might take up to 30 days. Please be aware that the payment from the previous month hasn't gone through.
  
  An AdaptedMind membership, which may start with a free trial, will continue month-to-month unless and until the customer cancels the membership or we terminate it. Once the 30-day free trial expires, it automatically converts to full membership, and billing recurs automatically that's why we send an email reminder 7 days before the trial period ends. If you haven't received any emails, please check your spam/junk folder.
  
  Please be aware that only someone with physical access to your card or autosaved details on your computer or phone can sign up for an account with us. There is no way for us to get your credit card details and other personal information. Our devices save our information without realizing it, and this data might be used automatically to fill in forms. Any account creation on our website is therefore considered a valid subscription.
  
  By creating an account, you authorize us to charge you and commence billing your payment method for monthly membership fees after the free trial period, unless you cancel before it ends. Our billing is based on subscription, not usage. We didn't receive any previous cancellation requests, Please send us the cancellation confirmation you received when you canceled the account previously, so we can submit it to our billing department to investigate why you are still being billed.
  
  We have now canceled the account associated with your email address *********************. If you need or wish to use our program again, we'd like to extend our service by providing you with months of free membership.
  
  We appreciate you using AdaptedMind. If you need or wish to use our program again, we'd like to extend our service by providing months of free membership; please don't hesitate to reach out. We look forward to being of service again.
  
  Sincerely,
  AdaptedMind ************* Team
  ******************************
  *********************************************************

• Initial Complaint

  Date:03/25/2025

  Type:Sales and Advertising 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.

  Adaptd keep trying to deduct from my account and I canceled. Spoke to *** threw email and stayed could not locate any of the emails I provided. Luckily I keep my card locked. But every month multiple times.

  Business Response

  Date: 03/28/2025

  Hi,

  Thank you for contacting AdaptedMind Customer Care!
  ??????

  We apologize for the inconvenience.

  
  AdaptedMind is an E-learning website for Math, Reading and Science programs for 1st grade to 8th graders.
  
  Please note that only someone who has physical access to your card or autosaved details on your computer or phone can sign up for an account with us. There is no way for us to get your credit card details and other personal information. You may want to call your credit card company if you believe your credit card details were stolen.
  
  An AdaptedMind membership, which may start with a free trial, will continue month-to-month unless and until the customer cancels the membership or we terminate it. Once the 30-day free trial expires, it automatically converts to a full membership and billing recurs automatically.
  
  We are happy to assist you in processing your request right away, however, we could not find any account matching your email address. In rare cases like this, we just need a couple of other data points to accurately identify the account: 
  
  ?Last 4 digits of the card and card type ****** MasterCard/ American Express)
  ?Expiration date of the card
  ?Date of last transaction (if account was charged)
  ?Amount of the charge (if account was charged)
  ?Name of Issuing Bank
  ?Name of Parent or Student
  ?Student Username
  ?Other potential email address
  
  We usually find all accounts with that information. Other ways we also find accounts is if the member can forward any of the emails we have sent to their account. Likewise, you may check if you are still logged on our website (******************************) from your computer and access the account information.
  ???

  Sincerely,

  Carlo
  ?????

• Initial Complaint

  Date:01/28/2025

  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.

  We have been charged $49.95/mo. for the last 12 months roughly, on both our personal and business cards. I have no knowledge of signing up for this program. When I called to cancel the charges on our personal account, they took care of it, but appeared to have switched to utilizing our business card for monthly (sometimes bimonthly) charges. I just called to cancel our subscription, and the person on the phone said they could not send me an email confirming the cancellation. After seeing the complaints listed on this page, I assume that this is a common occurrence for this business. I'd like to be refunded for the last 12 months of charges on both our business and personal accounts.

  Business Response

  Date: 01/29/2025

  Hi ********,
  
  Thank you for contacting AdaptedMind ************** We're happy to assist you!
  
  We are AdaptedMind (******************************), a pre-K to 8th grade Math learning website.
  
  We've been in contact with you via email and haven't receive any response from you.
  
  We are happy to assist you in processing your request right away, however, we could not find any account matching your email address. In rare cases like this, we need a couple of other data points to accurately identify the account:
  

  -The last 4 digits of the card
  -Card type ************************************ Discover)
  -Date of the previous transaction (if the account was charged)
  -Amount of the charge in USD (if the account was charged)
  -Screenshot of the charge (if the account was charged)
  -Name of the issuing bank and country
  -Parent or Guardian's full name
  -Student Username and/or Child's name under your household
  -Other email addresses that you have or under your household that might have been used to register for an account
  

  We usually find all accounts with that information. Another way to locate accounts is for the member to forward any emails we have sent to their account. Also, you can check if you're still logged on to our website (******************************) from your computer and access the account information.
  
  We look forward to your response!
  

  Sincerely,
  AdaptedMind ************* Team

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22867914
  
  I am rejecting this response because:

  I called and gave all of this information to the person on the phone twice. Once, with my email address, and again with my husband's email address ******************************* to cancel both of them. I'd like not only for this to be cancelled, but require a refund for the previous month's charges for this case to be considered closed. Here are the last four of the debit card currently continuing to be charged: 7815. The account is under my husband's name, **** *****. I can email a customer service representative with the rest of the information requested if you can please provide one for me to do so with. 

  We have NOT gotten any emails about this subscription, in either of our business or personal email accounts associated with Adapted Mind. That would have made things much easier to deal with, as we send a few emails about this issue throughout the time frame mentioned in my original complaint. 

  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 01/30/2025

  Hi ********,

  Thanks for responding to us.

  Upon checking, we see you contacted us via phone call and one of our agents were able to locate your account associated with the email address *************************************************** created by ******** ***** for the students ********* ********** (Username: charlotte_cumberland_the_sweet_amphibian0) and **** ***** (Username: iver_snook_the_jolly_earthworm0).
  
  An AdaptedMind membership, which may start with a free trial, will continue month-to-month unless and until the customer cancels the membership or we terminate it. Once the 30-day free trial expires, it automatically converts to full membership and billing recurs automatically that's why we send an email reminder 7 days before the trial period ends. If you haven't received any emails please check your spam/junk folder.
  
  We are a subscription-based company, regardless of whether the account is being used or not as long as it is active, you will be billed for the monthly fee. In your case, we didn't receive any cancellation request before, however, as a courtesy, we have canceled your account and refunded you the six USD$49.95 charges which you should see within 1-5 business days. If you reside outside the **, please allow up to 30 days for the refund to be processed.
  
  Please send us the cancellation confirmation you received when you canceled the account previously, so we can submit it to our billing department to investigate why you are still being billed since we bill our members based on subscription and not on usage.
  
  We appreciate you using AdaptedMind. If you need or wish to use our program again, we'd like to extend our service by providing months of free membership; please don't hesitate to reach out. We look forward to being of service again.
  
  

• Initial Complaint

  Date:01/15/2025

  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.

  Today I called Adapted Mind because I noticed a $9.95 charge on my account. I noticed you can't update your email or billing on the site. I DID notice you can cancel your your membership on the site. I proceeded to submit for cancellation and upon doing so it converted to a "Scholarship Account". Feeling frustrated I decided to call into the number they provide to contact them.Upon contacting them I spoke to a representative named ****** ********. I explained I no longer wanted an account with ********************** & wanted my profile deleted. Upon speaking to her, she explain that she would cancel my account and send a verification email to do so. She also explained that after she deleted my account I wouldn't be able to log in. As we were saying our "goodbyes and thank you's" I happened to refresh my phone which was on the Adapted Minds website only to see my e-mail updated to an incorrect email which was SIMILAR to mine, but digits near the end had been changed. I DID NOT ASK HER TO UPDATE MY EMAIL. I ALSO REALIZED I WOULDN'T BE ABLE TO LOG IN BECAUSE SHE CHANGED MY EMAIL TO A FALSE ONE. I received my cancellation EMAIL to the RIGHT email address and I can NOT change my email through the SITE. So why did she change my email on my behalf? That would have prevented me from logging back in and verifying cancellation, attached my card number to a false email and not allowed me to follow up with cancellation because I wouldn't have known what email she changed it to. All the while, possibly being continuously charged because I wouldn't have the correct email.I called back and spoke with another representative and explained my situation regarding the cancellation of my account and the incorrect email being placed in lieu of mine. She said she would contact the billing ***************** updated my email to the CORRECT email address.If needed I can supply proof to Adapted Mind regarding the email from the first ***** to the CORRECT email address & the email address change.

  Business Response

  Date: 01/27/2025

  Hello,

  Apologies for the inconvenience. Please be informed that prior to the scholarship program, the account was successfully or initially cancelled. The scholarship was a promotional offer online to enable to customers to continue and have more time to access adaptedmind. It automatically stops at the end of the 1 year scholarship program. The credit card details will be removed from the account once canceled or converted to a scholarship account (Except for the last 4 digits for history purposes).Confirmed that whenever the account is under scholarship or cancelled it will no longer be billed.
  
  

  Customer Answer

  Date: 01/30/2025

  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.

  If my card is charged at any point after receiving this information, I will reach out once again to BBB for a resolution with your previous response attached.

  
  

• Initial Complaint

  Date:01/09/2025

  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.

  Adaptedmind has been scamming and stealing card details from us. We have cancelled free trial two months ago but there was no confirmation email. We only noticed when $40 has been charged for 2 months. There was no place to see the invoices in the account, remove my card option and no subscription confirmation emails were sent. When I asked the customer service to close the account, they said it was closed. But what they did was put an extra "1" behind my email account. from ********************** to ************************ The account is still active and my card details are still there!

  Business Response

  Date: 01/09/2025

  Hello Kyaw,
  
  The account under the email address: ******************************* was successfully cancelled and we've refunded the $20.00 x 2 months = $40.00 USD.
  Confirmed that once cancelled, no further charges moving forward.
  
  Kindly log out to your account or close the browser and then re open and see if you are still able to go through.
  Thank you and have a great day!

• Initial Complaint

  Date:12/30/2024

  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 did not cancel the free trial I allowed my 11 year old daughter to initiate, I understood that. However I was confused by the $39.95 charge when they subscription has specified $9.95. What I am learning with research is that you are charged by education topic. This was not clearly stated. Further disappointed at the lack of communication, I double checked my account and while I opted for status on my child and reminders I did not receive any emails from them after the free trial was initiated, not even a remind the trial was ending.I went on the site to cancel, it offered 'free' 6 months as a 'gift'. I opted for this feeling that would at least make me feel as though I got my money's worth but now I must be diligent to cancel then or sooner. From what I gathered cancelling suspends access even if you are 'paid up' through the month (or in this case 6 months), so I'll get my money's worth. But BUYER'S BEWARE, at this point you have to do a deep dive anytime you do business online with any service, take 30 min just to avoid getting duped, overcharged or scammed. But even this isn't a guarantee. Good Luck to the rest of you!

  Business Response

  Date: 01/02/2025

  We apologize for the inconvenience and the confusion. 
  Our rates are US$9.95 for Math and US$10 each for Reading, Science, and Super Skills. 
  
  (Billing)
  Upon checking you're currently into a $39.95 plan which has Math $9.95 (base subject), Super Skills $10.00, Reading $10.00 and Science $10.00. We've given you a subjects scholarship, so Science is on us.
  
  (Refund)
  As a courtesy, we have issued a refund for $39.95 USD (billed Dec 01).
  This should be posted to your account within 1-2 business days.
  
  (Gift Mode)
  The account was successfully placed under a gift mode or a hold period:
  Your account has been put on hold until May 30, 2025 you will not be charged prior to that date.
  Your account will not be charged while it is on hold. You will be billed only after the hold period ends.
  This means that you can continue to access the account at no charge up to the mentioned date.
  You will be receiving an email prior to the end of the free 3 months so you can decide if you want to continue or not.
  

  (Further Assistance)
  Are you trying to cancel the services too?
  Please let us know if we can be of further assistance.
  Happy New Year!
  
  
  

• Initial Complaint

  Date:12/29/2024

  Type:Customer Service 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 have contacted this company numerous times to cancel my account for months now. However, I am still being charged monthly and have not received this money back. Contacts made on behalf of this company are sporadic and inconsistent. I'm livid, and feel I have exhausted any method possible to have my account cancelled and my money returned.

  Business Response

  Date: 01/02/2025

  Hi
  
  Thank you for contacting AdaptedMind Customer Care!
  
  We apologize for the inconvenience caused to you. We are willing to cancel and refund the charge. we already have the details needed below, however. we still could not find the account.
  
  Last 4 digits of the card:-2536, Visa
  Date of the last charge:10/31
  Amount of the charge:USD 10.55
  Name of the Issuing Bank:Varo
  Student Name:Indee
  Zip code:16335
  
  In rare cases like this, we just need a couple of other data points to accurately identify the account:
  
  Please provide the Expiry date of the card:
  Possible parent name:
  
  
  We usually find all accounts with that information. Other ways we also find accounts is if the member can forward any of the emails we have sent to their account.

  Likewise, you may check if you are still logged on our website (******************************) from your computer and access the account information.
  
  
  
  
  
  Sincerely, 
  
  ****
  
  
  
  AdaptedMind
  Customer Care Team
  ******************************
  *********************************************************

• Initial Complaint

  Date:12/28/2024

  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 have attempted to close my account on multiple occasions and the website never allows me to. It gives alternate options and now it is saying that I have a scholarship account that is free and I truly do not want it. The site also does not allow me to remove my card. If this is free then why do you need my card information. I want to CLOSE my account completely. I get charged $30 a month faithfully for the last year and Ive attempted to close my account with no avail. This is so scammy and I dont want any parts.

  Business Response

  Date: 01/02/2025

  Hi,

  Thank you for contacting AdaptedMind Customer Care.
  

  We apologize for the inconvenience caused to you. We double-checked your account under the email address *************************** and it was successfully canceled on December 28, 2024 and has been converted to a scholarship where in you can now use all the subjects under the account anytime for free.

  The credit card details were removed from the account. (Except for the last 4 digits for history purposes).

  However, if you don't want scholarship and want to completely remove the details of the account, please click this link:**************************************************

  As a courtesy, we have fully refunded the (USD 30 x 3)  charges that went through before the account was canceled. This should be posted to your account within 1-2 days. No more charges will be made.

  Again, we apologize for the inconvenience.

  Please let us know if you have any questions or concerns.

   

  
  Sincerely, 
  
  ****
  
  
  AdaptedMind
  Customer Care Team
  ******************************
  *********************************************************
  
  
  

• Initial Complaint

  Date:12/09/2024

  Type:Sales and Advertising 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 had cancelled this subscription and they keep charging me. I've sent an email and get an automated response. No where on their website can I find a spot to cancel and delete the account, especially payment information.

  Business Response

  Date: 12/10/2024

  Hi,

  Thank you for your patience.

  At this point, we have canceled the account for you.
  
  As a courtesy, I have issued a refund for $30.00 USD (billed Dec 05).
  This should be posted to your account within 1-2 business days.
  
  Please let us know if we can be of further assistance.
  Have a great day!
  

  
  

• Initial Complaint

  Date:11/27/2024

  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 noticed a charge of $29.95 on my bank card a few months back, I can't remember the exact date, I thought maybe it saw a purchase I made at the store. But this has been recurring.I noticed it again today, 11/27/2024. I had to call my bank and they told me it is from adaptedmind. I dont know anything about this app. I did not authorize it.Please I want a refund for my money and cancelation. I would have can canceled it myself but I dont know how. Please I need my money back.Thanks

  Business Response

  Date: 12/04/2024

  Hello Onyinye,

  Thank you for your email. 

  An AdaptedMind membership starts with a 30-day free trial after which it will continue month-to-month unless and until the customer cancels the membership or we terminate it.
  Once the 30-day free trial expires, it automatically converts to a full membership and billing recurs automatically.
  
  We are unable to find your account with the email address you provided. 
  Please provide the following so we can further assist you. 
  
  A. Last 4 digits of the card and card type ************************************ +  Expiration date
  B. Date of last transaction 
  C. Amount of the charge
  D. Screenshot of charges 
  E. Parent full name
  F. Student username or Student name
  G. Other email address that might be registered
  H. Name of issuing bank + your Zip Code
  
  Please let us know if there is anything else that we can help you in the meantime.