ComplaintsforThe Learning Experience Corp.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We enrolled our Twins in The Learning Experience in ************, **. We were given a weekly price for both children, and told the we would receive a 10% discount for the second ****** We were told this by the manager *******, when we enrolled. We were already aware of the discount policy as we have had our Twins enrolled in another Learning Experience location for over a year. We were billed at full price for both children the first week, and asked about the issue. We were told by ******* that this was a mistake and we would receive the credit back for the 10%. The second week we were again charged the full amount with no discount and no credit. We asked again and were told it would be credited. We went into the third week and the same issue happened. We were charged the full amount, and still not issued a credit. We decided to unenroll our Twins from this facility, as we had several other issues, with the app not working at all during the first 2 weeks, given false information, and numerous other issues. It is very clear this business operates under false pretenses and lies to customers. This facility executes a very poor and unfair business model. It seems that some serious policy training is needed. They owe us the 10% credit for 3 weeks. The manager ******* is totally dishonest and is misrepresenting information to customers.

  Business response

  07/29/2024

  ***************************** enrolled his twin boys in our prepper class on 02/08/2024. They did push the start date back twice, which required us to hold the spots for an extended period of time while we waited their arrival. When they did start there was significant variation in the time and amount of days the boys would be attending. Originally, they had set up attending only 3 days/week and with care from 8a-3p. However, on July 1st, 2024 when they started they did change their agreement to have the boys attend 5 days/week and with care from 8a-6p. I have attached both enrollment agreements for both children, our rate sheet showing the various prices, a statement showing the charges and payments made on their account, their attendance showing that they did attend more than the 3 days/week, and their signed withdrawal form. I am also including the email correspondence with our corporate team to try and address their app not working correctly. The family attended our school for 1 week, then decided we were not the right fit for their family and did submit a 2-week withdrawal. The family did attend during those two weeks, and the statement will show that the charges and payments were made during the entire 3 weeks they attended for the rates they were enrolled. 

  Customer response

  08/09/2024

   
  Complaint: 22046664
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  08/09/2024

  The business response does not answer the complaint. I am not asking for a full refund. I am asking for the 10% per week on the second ****** Again, we were clearly told the discount for the second ***** would be 10%. This is the policy of this business, as we had already been in another Learning Experience location for over a year with no issues. We were told after the first week that it was being corrected and refunded, again acknowledging it was due to us. This business is very poorly managed  compared to other locations. They now seem to make false claims and make any attempt to rip off/scam customers. We are due the 10% back for the second ***** as promised and in the policy. This is not a large amount but we expect it returned.  I really wonder if they regularly follow this deceitful practice. Thank you 

  Business response

  09/03/2024

  Every franchise of The Learning Experience is independently owned and operated, and is allowed to set their own discounts. I have chosen to follow the guidance provided by The Learning Experience corporate office in their SOP regarding sibling tuition discounts. I have attached an exert from that SOP for your reference. From your response above, it appears as if the previous location you attended extended a greater sibling discount than is suggested. I firmly believe that there was a miscommunication when explained that there would be a 10% sibling discount off the second ***** it was interpreted differently by each side. We did review the account after the first week, and determined you were charged the correct amount based on the schedule that the boys were attending. Because our reputation in the community is important to us, I am going to extend a refund in the amount of $97.02, which is the extra 10% for the second ***** for 3 weeks. The refund check will be mailed today, 09/03/2024, to the address we have on file which is ************************************************* 

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/24/24, we paid a $175 deposit to The Learning Experience located at ******************************************************** The deposit ensured our baby a daycare spot, to begin this summer. We were notified by our Pediatrician (whose child was enrolled at TLE and whom had recommended them to us) that they abruptly closed the ******* location.We were never notified by The Learning Experience corp of this locations closure. I have emailed someone at ***, per our Pediatricians advise (the contact she was given), about getting our deposit refunded and have never heard back. I also reached out via the companys corporate website, and have not heard anything.

  Business response

  07/10/2024

  Good Morning,

   

  Please see attached refund receipt. A refund of $175 was processed on 2/23 for this family.

• Initial Complaint

  06/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was receiving childcare services from the *** location in *********** ***********. I am no longer receiving childcare services from this provider. I have been in communication with them in regards to handling my last bill. Our arrangement was to allow me to add new banking information so that the payment could be taken out of my correct account. I added the new banking info as we agreed upon. The next day the Director pulls the funds from the incorrect account causing bank fees on my end. I have emailed and called the provider and they have been ignoring my calls and emails. I know this because I have had other people call and the provider has answered. I would like to have the provider do a billing adjustment take the money from the correct account and have them refund the money from the wrong account.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  As per the process, we had given 2 weeks notice and our last billing date was Feb 02, 2022. I have acknowledgment on email. However, full months tuition for the month of Feb ($1935.00) was charged from my bank account. Since then we have been trying to get our money refunded from the business. Our emails do not get replied. We also try to contact them over SMS and phone calls. Phone calls are mostly ignored stating that they are in meetings. SMSs are rarely replied. We have also physically visited the center and always been told that we will get money in next couple of weeks which we never get. First time we were told that refund awaiting approval from management and second time we were told approval has been received and we should get money in a week time. However, we still havent got the refund. It is now difficult to trust to business on what they say. Request you to kindly help us getting our money back.

*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. ↩