ComplaintsforMathnasium Of Clermont

• Initial Complaint

  12/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My son ***** was in a very prestigious Health Science Academy program where he skipped grades 11 & 12 and went straight into college. He was doing very poorly in Math so I found him tutoring at Mathnasium. A few months into the contract ***** was kicked out of the Academy and demoted back to High School because of Math so he no longer needed math tutoring. I called the Mathnasium and explained the situation and the employee, a young lady (can't remember her name but we had spoken multiple times before) explained to me that there were two more payments (June & July) left on my contract, and that I could pause his tutoring until he needed it again, BUT i would still need to pay for the the last two months (June & July) until the contract was up. I was unsure why ***** would ever need Math tutoring again, it was almost the end of the school year, so i said i'd cancel him, she then asked me if he was planning on applying for college. I said yes, and then she told me that they do SAT prep tutoring and practice testing and that when he was ready to do that in the fall he would have two months of bookings he could make to do that. I thought this was a GREAT idea! She emailed me a paper that had TWO options, CANCEL (with a penalty) or PAUSE. She told me to mark pause to keep his ability to book sessions for SAT, and when ***** was ready to come back to give her a call to start booking his SAT prep in probably September/October. I was charged the last two payments. I was expecting that. thenI was billed AGAIN $379 in August. I emailed to complain and it was reversed immediately. In the last two weeks of September, as recommended by the employee, (I think her name may have been Aisha) I booked brady for 8 sessions, and one session on October 1, as his SAT test was for October 2. I was billed $379.00 AGAIN on Oct 1 & Nov 1 . I have tried to NO AVAIL to get resolution from the director Rinette W******* by phone AND email. I have emails as proof.

  Business response

  02/17/2022

  Business Response /* (1000, 5, 2022/01/21) */ At Mathnasium of Clermont, customer service is our top priority. We help students CATCH UP, KEEP UP, and GET AHEAD. The guidelines for membership are explained prior to enrollment, at the time of enrollment, and given to our customers in writing. On several occasions, I have spoken with ****** and emailed her pertaining to the the charges in October and November. ****** requested a HOLD for her son for the months of June and July. He did not attend at that time and those payments covered his attendance for the months of August and September. When we accidentally charged her in August, we immediately apologized and issued a refund. A Membership Change Form to cancel her son's membership was not received, therefore payments resumed in October, and her son attended in October. Our membership is one price monthly and students attend 2-3 days a week, on the days that work best for the family. We received a call from ****** disputing the October charge and I sent her an email on October 8th with an explanation of the charges and a form for her to cancel. She called the center and I was able to speak with her. She did not agree with me although everything was in writing. ****** let me know she was going to dispute the charge for October with her bank. For the month of November ****** was charged again and very upset. She had sent in the form to cancel and should not have been charged for November. We did not initially see the email she had sent, but was able to locate it. On November 9, 2021 around 9PM I left a message for ******. She returned my call around 9:09PM. I let her know I found the form, apologized for the oversight, said I will not dispute the refund for the November. I let her know that they would still be responsible for October and would not receive a refund. I offered to give her son some free sessions in the future if needed. ****** thanked me for calling and said he will not need the math. Final outcome: ****** opened two cases through her bank. One for October and another for the November payment. For October, I sent in supporting documents to show that the fees were owed in October and the case was ruled in my favor. For November, I sent a message stating I was not disputing the chargeback and to please refund the money to ****** and her husband. The funds were returned to her bank on 11/22/2021. ****** will have to contact her bank about the funds if they have not been refunded to her account. I have all of the document and paperwork to support these statements. Please let me know if you additional support. Thank you

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