ComplaintsforStudyPoint , Inc

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The customer service here is terrible. I had a poor experience with my ******************************. I mentioned to my program manager, ****, that I wanted to switch tutors and I never received a response. Eventually I got fed up with the lack of communication and customer service from the program manager and decided to cancel the program. My program manager, ****, was very rude and unprofessional (see the emails attached). When I called to report ****, the person that I spoke to, ***, was just as unpleasant as ****. Your company needs to work on treating customers with respect and providing better communication when an issue arises. If a customer has a poor experience than APOLOGIZE for that experience---don't respond in a flippant and sarcastic manner. And teach your program managers to take responsibility for their shortcomings. I am requesting a refund and **** mentioned that my refund has been processed. However, she failed to tell me how long it will take or to provide any additional information. Nor did she bother to ask why I was unhappy with the program. She just brushed me off and became dismissive and abrasive. Due to her lack of communication and rudeness and my poor experience with *********--I am canceling my service.

  

  Business response

  04/11/2024

  Hi ******, We appreciate the opportunity to learn and improve with your feedback. I'm glad that we were able to come to a resolution and would love the opportunity to do better in the future. The remaining balance of your refund is processing and should be visible in your account within the next several days. We wish you success in your continued journey toward learning Spanish. Please reach out to ***** directly should you have any ***************. 

  Customer response

  04/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  12/21/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We utilized three (3) different tutors at PrepNow (AKA STUDYPOINT) over a period of 14 months, for a total of ********************************** excess of $11,000. The first tutor was one of StudyPoint's top (MOST EXPENSIVE) tutors ($265+ per hour), and we purchased the 220-point (Tier 4 level, 30-hour) guarantee package (COMPREHENSIVE PROGRAM). The first 'Tier 4' tutor recommended our daughter focus on the ACT due to her diagnostic tests, but also utilized **** academy for homework (a free on-line service), which is odd considering the program is supposed to be tailored to the individual student's needs. We were assured the program was legit by its program director, *****, who 2/3rds of the way through the initial 30-hour program recommended that our student switch to the SAT. Result = only a 3-point improvement on the ACT and a 70-point increase on the SAT. Our student was required to share the score with the tutor, and at first PrepNow's program director sent only an automated email 'congratulating' our student on their improvement (essentially 'we are done now and good luck'). We confronted them about the lack of 'guaranteed' improvement. The program director then attempted to walk on the guarantee by claiming one of PrepNow's practice tests as the benchmark; however, our student had an actual PSAT she had taken and received a score on the same month the program started, and so StudyPoint was forced into allowing us to take advantage of its 'Tier 4 guarantee,' and allow us to select another 'Tier 4' tutor for an additional 18 hours. Results = an 80-point improvement. The program director encouraged us to enroll in another 14 hours of tutoring before our student's next official SAT at $225 per hour, so we paid an additional $3,150. Result = A meager 20-point improvement. This tutor then recommended that our student switch back to the ACT! Our student did all required homework, attended all tutoring sessions and too all required practice tests.

  Customer response

  01/06/2022

  The business indicated that they would provide us an alternative refund amount; however, we have not received the refund promised from them.

  JS

  

  Business response

  01/07/2022

  We are very sorry that your experience with us did not meet your expectations. Last week you connected with **** and we issued you a refund. If you haven't yet received it, please let us know. And let us know if there is anything else we can do. 

  Best,

  *******************

  Customer response

  01/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

*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. ↩