ComplaintsforClub Z!, Inc.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  11/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  *******************

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for tutoring service for my son with club z . I was charged for 6 lessons he did not take and they refuse to answer my calls and emails. All lesson were during the holidays when I specifically emaile# them to stop payment till we got back from vacation. Even now till this day they still keep charging me. It was $180 every 2 weeks for 2 lessons a week. The supervisor is bad at reaching out to explain how can I get credit or refunded. Supervisor is Dr. S. I even tried reaching out to their main office and no response there either. Besides all of it, the tutor is amazing and my son loves her, Just wish this would be resolve and I wouldn't mind staying with them if only they refunded me those lessons.

  

  Business response

  05/12/2022

  Business Response /* (1000, 5, 2022/04/08) */ This complaint was not intended for the office under which it was submitted (Club Z! corporate headquarters), but rather one of our franchised locations in Texas. Regardless, we are happy to help facilitate a resolution. The customer signed a contract with her local Club Z! office upon enrolling, agreeing to have her credit card automatically charged for the desired number of lessons every 2 weeks. The contract also stipulated that no refunds are made for missed sessions; however, there is always an option to make up those sessions within the billing period. Based on an email thread we have reviewed it appears that in March 2022 the customer requested a refund for unused lessons carrying over from January and February 2022. The local franchise owner responded to the customer at that time, in writing, that the contract does not allow for refunds but that the customer would be able to make up the sessions in accordance with the terms of their contract. The customer reached out to the local franchise owner again in late March 2022 to notify the owner of her plans to take a break from services for one week (spring break). The local owner replied, in writing, and offered to pause the bi-weekly billing for one billing schedule, as a courtesy, to allow the customer time to make up the missed lessons. The owner also suggested to the customer that she could make up the missed sessions by adding extra lessons during the week, or by adding time to currently scheduled lessons. Regular bi-weekly billing resumed after the one paused billing schedule. In early April 2022, the customer again reached out to the local owner with a concern that services were still being billed to her credit card. The local owner responded by reminding her that the billing schedule was only paused for one billing period, as a courtesy, and that normal bi-weekly billing had since resumed in accordance with their contract. She also reminded the customer that she could make up any remaining sessions. The local owner has been in regular communication with this customer, and has thoroughly explained the contracted billing policy to the customer. The local owner ultimately wants what is best for the customer, so she is willing to allow the customer to stop services and find a company with different billing practices if that is what the customer would prefer. The customer is encouraged to contact our corporate headquarters between the hours of 9 am and 5 pm EST, Monday - Thursday for further assistance if necessary.

• Initial Complaint

  01/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Signed up for tutoring. We're very pushy and said I could change the package anytime up and down. Was not happy with the tutor and didn't feel comfortable trying another one. I am not paying money to experiment with their tutors so I asked them to cancel the contract. They are saying I have to pay the amount I signed up for. I am willing to pay for the service even though I am not happy and shouldn't be paying for future. Most business will give you satisfaction guarantee. Looks like Ike it is not there here

  

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2022/01/24) */ We are very sorry that you were ultimately unsatisfied with your tutoring services. While we did expend significant resources to place a highly competent tutor with your child, and it does typically take more than 1 lesson for the tutor and student to find their rhythm, we understand your desire to stop services immediately. As such, we have issued a full refund of your unused hours. You should receive the funds in your account by the end of the week. Please feel free to contact our office at XXX-XXX-XXXX during normal business hours with any additional questions. We hope we may be of service to you and your family again in the future.

*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. ↩