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:01/05/2024

  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.

  They started charging our credit card on 08/15/2022 while we never bought any of their education services. It was a huge surprise that we see their charges happened every month for ***** each month over the past 19 bills! We are on electronic bills so we never realize this could happen. Totally unauthorized and outrageous! They'd better refund us all the ****** charges before anything worse would happen.

  Business Response

  Date: 01/05/2024

  AdaptedMind is an E-learning website for Math, Reading and Science programs for 1st grade to 8th graders. 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.

  I tried to find the account using the email address, however, I cannot find the account. Please provide the following so we can further assist you. 
  
  A. Last 4 digits of the card and card type *************************** Express) +  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.

  Customer Answer

  Date: 01/07/2024

   
  Complaint: 21104908
  
  I am rejecting this response because:

  The provider didn't address our concerns and provide us any solutions. The following are the information they requested: 

  A. Last 4 digits of the card and card type *************************** Express)+  Expiration date
  
  8256, ***** 04/25
  
  B. Date of last transaction
  12/30/2023
   
  C. Amount of the charge
  $49.95 per month for 12 months since 08/15/2022, followed by 08/30/2022 until 12/30/2023, a total of 18 charges, in a total of $899.10
  
  D. Screenshot of charges 
  Please see attached all the Citibank credit card statements for details. The files are provided through BBB already.
  
  ********* full name
  *************** / ***************************
  
  F. Student username or Student name
  We dont know as we never registered to your service or used your service. We have children named ******************* and ***********************, but we never sign up for anything to your service. All the charges are fraudulent charges.
  
  G. Other email address that might be registered
  Please try ******************* or ************************* but once again we never sign up or register or use your services. All the charges are unauthorized.
  
  H. Name of issuing bank + your Zip Code
  Citibank, 20878

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

  Business Response

  Date: 01/08/2024

  Thank you for providing the necessary information.
  We found the account under the following details:
  
  Email address: *****************************
  Name: ***************************
  Student: **** emiy **** tjyr rjley
  Status: Cancelled 01/05/24
  Charges: $39.95 (billed Jan 04)

  At this point, we have canceled the account for you.
  As a courtesy, I have issued a refund of  $49.95 x 6 months = $299.70 USD.
  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!

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21104908
  
  I am rejecting this response because:

  I didn't receive any refunds yet. But look, if we all have common sense, look at the student's name: Student: **** emiy **** tjyr rjley, do you think that is a regular student name? We never registered to your service and we never authorized any charges to my credit card by your business. My account has been fraudulently charged for 18 months, ***** each, which counts for $899.10. And I didn't use your services at all. I demand you refund all the $899.10. Don't let your business fall into the corrupted categorty who is earning money through such fraud transactions. Please do the right thing and process the full refund. Thank you. 

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

• Initial Complaint

  Date:01/05/2024

  Type:Billing 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 looked at my bank statement today and saw a charge I did not recognize from a company called Adapted Mind. I looked at the website that said I had an account that I never made with them. I attempted to login but to no surprise I could not because I never made an account with them in the first place. However, in order for me to stop this reoccurring payment of $9.95 I needed to log into that account. I did the whole, "I forgot my password" and made up a password in order to login and cancel my account. They said my account had been canceled but they signed me up for a scholarship account (which I did not want, but was not given a choice about it). When I received that email, it referred to me be my madian name so i know this account was made without my permission. Then I reviewed my other bank statements an saw this reoccurring payment coming out for at least an entire year!! I want my $119.40 and my account permanently deleted!!!!

  Business Response

  Date: 01/05/2024

  Hi *****,

  Thank you for contacting AdaptedMind ************** We're happy to assist you!
  

  We found an account under ************************************** with ********************* **** as a parents name. At this point, we have canceled the account for you. Also, we have issued an initial refund of $ **** USD x 6 months . This should be posted to your account within 1-2 days. For all of the refunds beyond 6 months, it will have to go through an approval process by the Billing team. Our system is unable to send refunds directly to your card if the charge occurred after 6 months. We can, however, refund you in other ways. We can mail a check to your address or we can send you the refund using PayPal (www.paypal.com). Customers prefer PayPal since it's fast and easy. Please provide us with your PayPal email and or US mailing address. 

  Please let us know if you have any questions.

  Sincerely,

  AdaptedMind

  Customer Answer

  Date: 01/08/2024

  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:01/01/2024

  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.

  THREE $49.95 charges have been made to my card every month and I have never signed up to a subscription from you guys. I need a refund.

  Business Response

  Date: 01/02/2024

  Hi,

  We apologize for the inconvenience.
  
  We are AdaptedMind (www.adaptedmind.com), a K-6 math learning website.
  
  An account can only be added in our systems through the registration page which requires a customer to input their information and a valid credit card.
  
  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. The charges are based on subscription and not on usage.
  
  Can you please provide the following information so we can further assist you:
  
  - Last 4 digits of the card and card type *************************** Express)
  - Date of last transaction 
  - Name of issuing bank
  - Expiration of charged card
  
  You may also reach us directly at *******************************.

   

  
  

• Initial Complaint

  Date:12/22/2023

  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.

  On the 18th Dec the adapted minds company charged me **** USD, i never signed up to this platform. Plus they charged a company credit card. This company should be investigated as i never gave them my details.

  Business Response

  Date: 12/25/2023

  Hi ****,
  
  Thank you for contacting AdaptedMind ************** We're happy to assist you!

  We are AdaptedMind (www.adaptedmind.com), a K-6 math learning website. We see that an account was created by ********************* with the email address *********************** on 11/17/23. 

  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.
  
  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 this month's charge ($9.95) which you should see within 1-2 business days.
  

  Thank you for using AdaptedMind and please let us know if we can be of service again in the future.
  
  Sincerely,
  Maan
  AdaptedMind ************* Team

• Initial Complaint

  Date:12/04/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 cancelled my account with ********************** and thought all was taken care of. ****** later I have a $54 CAD charge on my credit card with no way to log in to an account (because they deleted it when I originally cancelled). No response from customer service to rectify this issue/get my money back to me.

• Initial Complaint

  Date:11/28/2023

  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.

  In the past my wife had an account for our kids. She canceled it in 2015 as confirmed by Adapted Mind. However I recently notice charges have been hitting out CC for years and when I call, they are under new user names that we do not recognize and we never set up. **************** pretends not to be able to back beyond six months ago and then the billing department makes silly document requests to make you give up. They did issue six months of refunds to my CC for each fraudulent account, but yet they continue to pretend to not know my Cc number or what accounts Im talking about. I expect FULL refunds, not partial. This at best is incompetence and at worse is fraud where they create accounts and charge CCs knowing theyll end up giving some refunds but frustrate you into giving up on the whole amount fraudulently charged. Anyone reading this - beware.

  Business Response

  Date: 12/01/2023

  Apologies for the inconvenience.
  
  ********************** {*****************} - cancelled 11/18/23 - refunded $29.95 x 6 months = $179.70 USD
  *************** {*****************} - cancelled 11/20/23 - refunded $9.95 x 6 months = $59.70 USD
  
  For additional refund we can file a request from the billing team and we can process a refund via Paypal or check (US mailing address).
  
  For all of the refunds beyond 6 months, it will have to go through an approval process by the Billing team. Our system is unable to send refunds directly to your card if the charge occurred after 6 months. We can, however, refund you in other ways. We can mail a check to your address or we can send you the refund using Paypal (www.paypal.com). Customers prefer Paypal since it's fast and easy. Please provide us with your Paypal email and or US mailing address. 
  
  I will be waiting for your response.
  
  

• Initial Complaint

  Date:11/18/2023

  Type:Order 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.

  Good day I am in ************. The dollar exchange is extremely high.My account has been in gift mode and I was changed R940 (************* Rands)I had no warning of my trial expiring and on my profile it still said I was in gift mode. I cannot afford this amount and my account is in arrears. Can you please refund me the amount as I was promised to have no charges against me until 2024.I will really appreciate you correcting this urgently.Thank you

  Business Response

  Date: 11/22/2023

  Hi ****,

  Thank you for contacting AdaptedMind ************** We're happy to assist you!
  

  We verified that this case has been taking care of our billing representative. An amount of $49.95 was refunded back 5 days ago and it should be credited back to your account within 10 business days.

  Please let us know if you have any questions.
  

  Sincerely,

  AdaptedMind

  Customer Answer

  Date: 11/23/2023

  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. The service was actually outstanding. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/17/2023

  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 sign up for this service and can find no information on it. They have been charging me $9.95 each month since July 6, 2022 and I can't figure out how to stop them.

  Business Response

  Date: 11/18/2023

  Hi,
  
  Thank you for contacting AdaptedMind Customer Care!
  
  An account can only be added in our systems through the registration page which requires a customer to input their information and a valid credit card.
  
  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 *************************** Express)

  -Date of last transaction

  -Amount of the charge

  -Name of issuing bank

  -Other possible email addresses that *** be registered

  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 *** check if you are still logged on our website (www.adaptedmind.com) from your computer and access the account information.

• Initial Complaint

  Date:11/12/2023

  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 NEVER EVEN HEARD of this company yet there is a charge for $19.95 on my credit card. Refund my money ASAP or I will contact the police. I am also going to dispute this with my credit card.

  Business Response

  Date: 11/12/2023

   

  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.
  
  We see that an account was created under by parent for student. 
  
  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 *************************** Express)
  ?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 (www.adaptedmind.com) from your computer and access the account information.
  
  

  Sincerely,

  *****

• Initial Complaint

  Date:08/14/2023

  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 purchased this app for my daughter as a learning tool and on August 31, 2022, cancelled the account. Today, August 14, 2023, I noticed that the company has billed my credit card $9.95 a month every month since then. I logged into the account in order to cancel it, again, and it advised me that the account had already been cancelled.

  Business Response

  Date: 08/14/2023

  Hi,

  Thank you for contacting AdaptedMind ************** We are very sorry for the inconvenience caused.
  
  Our billing department double-checked the account under ************************ however it already shows as cancelled with no recent charge made. It is possible that you have a duplicate account and we need to locate it so we can process the refund and cancel the account.
  
  
  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 *************************** Express)
  Date of last transaction (08/14/23)
  Amount of the charge (USD9.95)
  Parent name
  Student username or Student name
  Other email address that might be registered/
  Name of issuing bank
     
  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 (www.adaptedmind.com) from your computer and access the account information.
  
  
  
  
  Sincerely, 
  
  
  ****
  
  
  
  AdaptedMind
  Customer Care Team
  ******************************
  *******************************