ComplaintsforC2 Education

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought some (8) tutor hours from C2 education a couple of years ago. When we bought the hours, the lady in C2 told us that the remaining hour could be transferred or sold in whatever way we want and asked us to buy as many hours as possible. The lady even told us that we may get more back as the price goes up with time. Now both my daughter and my son went to college and we contacted C2 for dealing with the remaining hours. But the C2 staff tried all kinds of dirt to abolish the remaining hours. Both my wife and I have called numerous time to talk about this situation. But the C2 staff refused to provide a solution. I believe this kind of business is not in free business principle and should not be allowed to have more victims. I hope BBB could have a complete investigation to find out how many victims and rule the C2 to reimburse the victims and punish the bad business.

  Bureau response

  10/04/2023

  Jinzhe ***
  **** ********** *** ******* *** *****  
  
  Dear Jinzhe ***:
  
  Better Business Bureau (BBB) has received the complaint that you submitted on 10/3/2023 against C2 Education.  For your records, this complaint was assigned ID ******** in our system.
  
  Before BBB can proceed with the conciliation process, we need some clarification from you on the following issues.
  
  Please provide receipt 
  
  Once clarification has been received, BBB will be able to continue processing of the complaint. Please be aware that should BBB not receive clarification within 5 calendar days the complaint must be closed accordingly, if you require additional time to provide a response please let me know and I can provide you an extension.
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Thank you for your prompt reply.
  

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  Customer response

  10/05/2023

  This is the new contract which we were forced to sign last year. When we sign the old contract a couple of years ago, the staff told us that the hours could be sold or transferred if not used. But now C2 refused to provide the original contract to us. Thanks, Jason

  Bureau response

  10/06/2023

  Complaint Handler
  C2 Education 
  **** *** ****** *** ***** * ******** ** *****  
  
  Dear Complaint Handler:
  
  Better Business Bureau (BBB) has received additional information from one of your consumers. The original complaint was submitted on 10/3/2023 and was assigned an ID of  ********* Below is the information provided by the consumer. BBB requests that you please review this information and respond within 7 calendar days of receipt of this notice. All responses will be copied to the complainant.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Please understand that the consumer’s complaint and your response may be publicly posted on the BBB Web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  If you should have any questions or concerns, please do not hesitate to contact me.
  

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Jinzhe ***
  **** ********** *** ******* ** *****
  
  Daytime Phone: ###-###-####
  E-mail: *******************
  
  
  The details of this matter are as follows:
  
  
  Customer’s Statement of the Problem:
  We bought some (8) tutor hours from C2 education a couple of years ago. When we bought the hours, the lady in C2 told us that the remaining hour could be transferred or sold in whatever way we want and asked us to buy as many hours as possible. The lady even told us that we may get more back as the price goes up with time. Now both my daughter and my son went to college and we contacted C2 for dealing with the remaining hours. But the C2 staff tried all kinds of dirt to abolish the remaining hours. Both my wife and I have called numerous time to talk about this situation. But the C2 staff refused to provide a solution. I believe this kind of business is not in free business principle and should not be allowed to have more victims. I hope BBB could have a complete investigation to find out how many victims and rule the C2 to reimburse the victims and punish the bad business.

  
  
  
  Desired Settlement:
  Refund
  
   

  Additional Comments from Consumer:
  This is the new contract which we were forced to sign last year. When we sign the old contract a couple of years ago, the staff told us that the hours could be sold or transferred if not used. But now C2 refused to provide the original contract to us. Thanks, Jason

  Bureau response

  10/13/2023

  Complaint Handler
  C2 Education 

  **** *** ****** *** ***** * ********* ** *****
  
  
  Dear Complaint Handler:
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 10/3/2023 and was assigned an ID of *********  

   

  BBB forwarded you a complaint filed by Jinzhe ***. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code* **************

   

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

   

  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

   

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Jinzhe ***
  **** ********** *** ******* ** *****
  Daytime Phone: ###-###-####
  E-mail: *******************
  
  
  The details of this matter are as follows:

  
  
  Customer’s Statement of the Problem:
  We bought some (8) tutor hours from C2 education a couple of years ago. When we bought the hours, the lady in C2 told us that the remaining hour could be transferred or sold in whatever way we want and asked us to buy as many hours as possible. The lady even told us that we may get more back as the price goes up with time. Now both my daughter and my son went to college and we contacted C2 for dealing with the remaining hours. But the C2 staff tried all kinds of dirt to abolish the remaining hours. Both my wife and I have called numerous time to talk about this situation. But the C2 staff refused to provide a solution. I believe this kind of business is not in free business principle and should not be allowed to have more victims. I hope BBB could have a complete investigation to find out how many victims and rule the C2 to reimburse the victims and punish the bad business.

   

  
  
  
  
  Desired Settlement:
  Refund
  
   

  
  Additional Comments from Consumer:
  This is the new contract which we were forced to sign last year. When we sign the old contract a couple of years ago, the staff told us that the hours could be sold or transferred if not used. But now C2 refused to provide the original contract to us. Thanks, Jason

  Business response

  11/07/2023

  To Whom in May Concern,
  
  On April 12, 2017, Mr. *** purchased a 100-hour tutoring program from C2 Education for his daughter Maria ***. Maria used 12 hours and transferred 88 to her sibling Joel ***. Between 2017 and 2022 the *** siblings utilized a total of 92 tutor instructional hours, leaving them with 8 unused hours. However, these hours have expired and are unable to be used or sold.
  
  The C2 Education's contract terms and conditions states, "The expiration date associated with each purchase varies depending on the number of hours purchased. For purchases of at least 50 but less than 200 tutor instructional hours, those hours expire 18 months after the date of purchase." This means that the ***'s tutoring hours expired on October 12, 2018. However, C2 allowed the students to continue using their hours until 2022. C2's terms and conditions also state that, "Students may transfer unused tutor instructional hours only to the Student's sibling." 
  
  C2 Education does not allow any unused hours to be traded, sold, or otherwise used by anyone outside of the immediate family.
  
  Please find attached the contract signature and terms and conditions that were in effect at the time the contract was signed.

  Bureau response

  11/08/2023

  Jinzhe ***
  **** ********** *** ********* *****
  
  
  Dear Jinzhe ***:
  
  This message is in regard to your complaint submitted on 10/3/2023 against C2 Education.  Your complaint was assigned ID *********  

   

  BBB has received a formal response from C2 Education. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  To Whom in May Concern,
  
  On April 12, 2017, Mr. *** purchased a 100-hour tutoring program from C2 Education for his daughter Maria ***. Maria used 12 hours and transferred 88 to her sibling Joel ***. Between 2017 and 2022 the *** siblings utilized a total of 92 tutor instructional hours, leaving them with 8 unused hours. However, these hours have expired and are unable to be used or sold.
  
  The C2 Education's contract terms and conditions states, "The expiration date associated with each purchase varies depending on the number of hours purchased. For purchases of at least 50 but less than 200 tutor instructional hours, those hours expire 18 months after the date of purchase." This means that the ***'s tutoring hours expired on October 12, 2018. However, C2 allowed the students to continue using their hours until 2022. C2's terms and conditions also state that, "Students may transfer unused tutor instructional hours only to the Student's sibling." 
  
  C2 Education does not allow any unused hours to be traded, sold, or otherwise used by anyone outside of the immediate family.
  
  Please find attached the contract signature and terms and conditions that were in effect at the time the contract was signed.

  Bureau response

  11/13/2023

  Complaint Handler
  C2 Education **** *** ****** *** ***** * ******** ** *****
  
  
  Re: ID * ******** - Jinzhe ***
  
  Dear Complaint Handler:
  
  Thank you for your recent response to Jinzhe ***. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

   

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  Bureau response

  11/13/2023

  Jinzhe ***
  **** ********** *** ****** ** *****   
  
  Re: ID * ********- C2 Education
  
  Dear Jinzhe ***,
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  Sincerely,
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####
  

*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. ↩