Complaints

• Initial Complaint

  05/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In the Fall of 2021, I paid for a package of (5) tutoring sessions for my daughter with Sylvan Learning of *********** **. My daughter used 2 out of the 5 sessions in 2021. In the Spring/Summer of 2022 my husband received a job transfer with his company to the state of *******. I personally went in to talk with the owner of Sylvan Learning to get credit back for the unused portion of her package. The owner would not provide credit back even though we were moving out of state. I was surprised, but her answer was there are other Sylvan Learning Centers located in *******, and this amount would carry over should I continue to use this organization down in *******. This week I reached out to Sylvan Learning in ******** ****** ** who made a call to the ********** location on 5/1/23 to check on the funds and the gentleman who has been with the company for one month said the sessions expired? There was never an expiration date given upon my conversation with the owner? I followed up with this gentlemen on 5/2/23 as well, He told me the system doesn't recognize this anymore, yet he was able to tell me I had purchased a package of (5) sessions, used (2) sessions, had (1) credit added back and (3) sessions remaining? This did not add up. I told him I would reach out to the BBB and he said "go ahead" and hung up on me? At this point in time, I am beyond the financial part, as its the principal of how this has been handled. The owner down in ******* felt badly for my situation. I have done my part, first to notify the original location of our move out of state. Honestly, they should have refunded the balance. However, I found a Sylvan location in our current state of ******* to have the open balance of sessions transferred only to find the sessions have now expired? I am completely frustrated with how they are running their business. I did my part in good faith and do not feel they are running their business fairly. I thank you for your time in advance with this matter. Best, **** *********

  Business response

  06/15/2023

  Ms. ********* came to see me before moving and asked for a refund on her two remaining sessions from the five she purchased. I reminded her of our policy: tuition is non-refundable and offered to continue with virtual tutoring. To date her daughter attended two virtual sessions ( I will forward emails of the zoom links in a separate email). We offered to continue tutoring virtually but she declined. She called recently and spoke to my center director who also spoke with the director in *******. We did not hang up on Ms. *********. We provide our customers with the upmost respect even when it isn't reciprocated as in this case.

  We are still willing to provide virtual tutoring to her daughter as we honor our services and customers. 

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*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. ↩