Complaints

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:02/24/2025

  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.

  Monday 2.17.25 I paid $225.00 as a first payment for a $900.00 tutoring package. I completed one tutoring session with my assigned online tutor Friday 2.21.25. The tutor was unprepared and unprofessional. I have attempted to cancel my service with Club Z but I cannot get someone to communicate with me and cancel my services. This company is a complete scam. I needed tutoring service to prep for the ***** the assigned tutor, did not know that the **** no longer has the section Logical Games he attempted to start the session with focus on Logical Games. I had to tell him the **** does not have Logical Games anymore. The tutor then tried to ****** what is on the ****. After using ****** in efforts to lookup what is currently on the test along with terminology used on the **** he could not explain what he just googled. The tutor had no useful knowledge about the ***** The tutor was a complete wreck, waste of time, and money! I have attached a picture of a score chart the tutor sent to me via text message on Thursday 2.20.25 it is a reflection of the service I have been provided. I want a refund as well as assurance that my account will not be charged the balance amounting to $900.00

  

  Business Response

  Date: 02/24/2025

  We are very sorry to hear that this client's experience was anything less than wonderful. Although the tutor placed on this assignment is a seasoned educator, we understand that the placement wasn't ultimately a good fit. Unfortunately the tutoring ****** took place on a Friday, and the client contacted our office over the weekend when we werent open and were therefore unable to remedy the issue. Weve since spoken to the client by phone, agreed to provide the balance of the 3 hours purchased up front, using a different tutor, and will not charge for the remaining ******s originally agreed upon when she enrolled. We believe this issue to be fully resolved.

• Initial Complaint

  Date:04/24/2024

  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.

  I am reaching out from ***********************************. We have a student requiring tutoring. We reached out to Club Z tutoring (a few days to a week before 3/19/2024) who required prepayment for their services. We paid them up front on 3/21/2024 and have proof that they cashed the check. It now has been 5 weeks since we first reached out to them and over a month since we issued payment, but they have not provided or arranged any services and their communication has been extremely poor despite repeated attempts to reach them. Ideally we would like the promised services started immediately. If the services cannot start quickly we will need to seek the service elsewhere and would expect a full refund.

  

  Business Response

  Date: 04/25/2024

  We are incredibly sorry that this client's experience with Club Z! was anything less than exceptional. For nearly 30 years, we have been providing high quality tutoring services to students of all ages, and we truly understand that time is of the essence in starting services when a student is needing academic support. Unfortunately in this case we were unable to match a tutor in a timely fashion, and our team failed to communicate that to the client. The Club Z! brand is synonymous with quality and care, and we always strive for excellence and a best-in-class customer experience with every student and family we help. We failed to the meet that **** with this student, and we sincerely apologize for any hardship that caused. We do not wish to have the student wait any longer for resources, so we have issued a full refund to the client so that the funds may be used to find suitable services through a different channel. We will use this experience, and the feedback from the client, to improve our systems and processes going forward.

  Customer Answer

  Date: 04/25/2024

   
  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:07/17/2023

  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.

  September 29, 2022 - I purchased 12 hours of virtual tutoring services for a total of $588 through Club Z! Tutoring. October 11, 2022 - I received an email from ********************************* *** that he is assigned to tutor my daughter. We arrange the first tutoring session for late October and schedule approximately 1-2 sessions a month. February 6, 2023 - I received an email from ********************************* *** that we have 8 unused hours remaining. We arrange two more dates: February 23rd and March 2nd. February 22, 2023 - ******* asks to change the time of the tutoring session. This doesn't work for us so I want to cancel this session and reschedule for another time. March 2, 2023 - ******* and my daughter meet for a tutoring session. This is the last correspondance we have with *************** April 15, 2023 - I email ******* to see if we can schedule another tutoring session. I do not receive a response. May 8, 2023 - I receive an email from ***************************, Assistant Manager, informing me that there are 2 hours remaining and if I want to purchase additional hours. I respond that my understanding is that we have 7 hours remaining.May 12, 2023 - ******* emails me all the dates of tutoring services that were provided. I respond that several dates between March 8, 2023 through May 4, 2023 were not provided. My daughter could not have received these hours because she was playing high school softball and worked a part-time job during those times.June 14, 2023 - I email ******* again inquiring about the dates that were not provided and inquired about a refund. I do not receive a response. July 7, 2023 - I spoke with ***************************** on the phone about my case. She informs me that ******* added a note on our account that the ********************** package has been completed. I let ******* know that this is incorrect and that there were hours that were not provided. She stated that she would inform her supervisor ***************************.

  

  Business Response

  Date: 07/19/2023

  Our support team spoke with this customer on July 18th and confirmed that a refund would be issued by check. The check was cut and mailed on July 19, 2023 and should arrive to the customer no later than July 24th. We apologize for any inconvenience and look forward to serving this client again in the future.

• Initial Complaint

  Date:11/18/2022

  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.

  I paid $50 to get a tutor for my son in September. I had a conversation with a lady that was supposed to find the tutor and she emailed me the second week of October. I never heard back. I emailed her several times and after that and never got a response. I then emailed the original girl that did the application and she said she would handle it. It is not the middle of November and nothing. We don't have a tutor and I wouldn't pay them a dime going forward based on this experience. This has been handled very poorly. I feel like I was scammed.

  

  Business Response

  Date: 12/01/2022

  We are very sorry that your local Club Z! office was unable to match a
  tutor for you in a timely manner. Club Z! has been operating for nearly 30 years and we pride ourselves on providing exceptional customer service and high quality ********************** programs. The lack of communication surrounding
  your tutor placement is not reflective of our brand standards and we
  sincerely apologize for the frustration and inconvenience. We have addressed it with the
  local office so that we can improve our systems going forward. If you
  are still in need of a tutor, we would be happy to match you with an
  online tutor through our corporate office. We have highly qualified,
  thoroughly screened and background checked tutors who are available to
  work with your student virtually and services can be set up immediately.
  If you choose to move forward with virtual tutoring services we would like to
  credit you with one (1) free hour of tutoring because of the
  difficulties you experienced. If you would prefer not to move forward
  with tutoring at this time, we will gladly refund your registration fee
  immediately. Please let us know how you would prefer to move forward.
  Again, please accept our sincere apologies.

  Customer Answer

  Date: 12/01/2022

   
  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,
  
  *******************