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Complaint Details
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Initial Complaint
10/06/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Last year in October, I was put in contact by ************************* (******) with CIEE to inquire about their study abroad options. I was interested to study in *****. I was told that a four month program would cost in excess of $17,000.00 US. I simply did not have that amount a money but wanted to keep my options open. I hoped somehow that I would be able to obtain the funds. I was asked to sign electronically a document online. No financial milestones, deadlines, or potential penalty fees were explicitly mentioned to me in my conversation with the CIEE advisor. Time passed and I came to the realization that I would not be able to provide the funds to cover the program. I emailed CIEE on January 1st, 2023 to let them know that I cannot travel to *****. I did not hear from them. Only when I attempted to register for the Spring term at ************************* (******) I was told that there was a penalty fee on my account of roughly $5000 which constituted a penalty fee for not withdrawing my application 15 days prior to the departure date. I appealed the decision and CIEE made a reduction of approximately $900.00. However, the decision still leaves me with more than $4000.00 as a charge. NOTE - ************************* sent a check already back in January on my behalf without even notifying me. I feel that the charge is punitive and unethical given the fact that no financial penalty fees were expressively communicated by CIEE. I was told that the details were included in the document that I signed electronically online. However, I was never made aware by the CIEE advisor that there are financial terms included in the document. My ask if for CIEE to reconsider and send back to ************************* most if not all of the remaining amount that they obtained.Customer response
10/16/2023
I have not heard from the business in response to my complaint.
Business response
10/17/2023
Applicants to our study abroad programs have many opportunities to confirm or cancel their program prior to reaching our application cancellation milestones. In this case, the student cancelled their confirmed participation in a *********, ***** study abroad program only days before the program began in January 2023, and within our 25% cancellation window as articulated in our participant agreement (attached) and available online.After appeal, we agreed to reduce the cancellation penalty further to just non-recoverable program costs incurred on behalf of the student.Initial Complaint
07/30/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Please see the attached letter for details. This letter was sent to CIEE on June 27, 2023, asking for a response no later than the close of business July 3, 2023. On July 5, 2023, I received the following email from *************************, Senior Manager, Sales Operations stating they were in receipt of the letter and that they were communicating with the team in ***** to gather all the details so they could respond appropriately. She stated, "You should hear from us within the next week."After not hearing back from CIEE, I emailed CIEE again on Monday, July 17, 2023, stating the following: "Good morning, Following up. ****."After not hearing back from CIEE, I emailed CIEE again on Wednesday, July 26, 2023, stating the following: "Good morning, Please let me know if you agree to a refund by 5 pm Central, July 28, 2023. ****."I have not heard anything back. Thus, I am asking BBB to try to resolve this prior to initiating any litigation.Business response
08/15/2023
CIEE is currently in communication with ****************** and we are negotiating a refund amount.Customer response
08/17/2023
[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
09/01/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
My daughter *************************** was on the Summer ***** program where she was injured at a company as part of her tour. She required stitches while over seas and suffered from reoccurring panic attacks. The **** staff never reached out to us. They never forwarded us medical reports or responsible party information and to date after several emails to them have been ignored. I tried filing a claim with the *************** that was provided which has also been ignored by them After pre-travel meetings where we were told contact would be made immediately after a medical emergency they have only ignored our many requests for information. She has been left with a permanent scar on her shin from 5 stitches and unknown long-term disappointment from this trip.Business response
09/19/2022
Dear *******,
We are very sorry that this was your and Mayas experience with CIEE. Per our protocols, you should have been informed as soon as **** was injured, as well as had continued updates through her treatment by the staff in *****. As a result of your feedback, we are reviewing where the errors occurred and revising policies, procedures, and adding additional staff training so this will not happen to anyone in the future. CIEE would be happy to have **** on the ***** K-pop program again for summer 2023, and we will cover the full program cost of $5,850. We hope that this will help **** feel made wholeagain.
-******
Customer response
09/26/2022
[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,
*****************************Initial Complaint
08/24/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On June 11th of 2022, I paid **** the amount of $8,030.00 for Summer ******* II + III of their Barcelona, Summer ******** and Culture program. Due to unforeseen circumstances, I had to withdraw from the Summer ******* III program and decided to put in my notice via email to the program manager, ************************, and academic director, *************************, on July 1st of 2022. On July 5th of 2022, I received an email from ******** indicating that *************************** (my study abroad advisor) would be cancelling my ******* III enrollment. According to ****'s withdrawal policy, students who withdraw anywhere from 14 to 1 day(s) prior to their scheduled program arrival date, are entitled to a 75% refund of the program cost. Since the ******* III arrival date began on July 11th of 2022, I would fall under this policy. Due to my session III fee's adding up to a total of $3,480 (combining the education + ************ fee), I am entitled to a refund of $2,610. I was told that the **** billing department would initiate the refund process however, I have received no response to my emails sent back on July 28, 2022 or August 11, 2022. I don't know how to proceed if my emails are being ignored.Business response
08/29/2022
Hi Delys,
I apologize that processing your refund has taken a bit longer than our standard 4-6 weeks. I have spoken with our billing department and they will be processing your refund this week and you should see the funds reach the original method of payment early next week.
Sincerely,
******
Initial Complaint
07/28/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On May 5th, 2022 I purchased a study abroad program for 2 consecutive summer sessions (sessions 2 and 3). The combined price of both sessions was $7,350.00 plus a $300 non refundable confirmation fee. On May 23rd I officially withdrew from Session 3 knowing that I would receive a full refund for that session, minus the non refundable confirmation fee. Per their website "A full refund of ***** Program Fee (Educational Costs + Housing + Insurance), as well as your Confirmation Fee* if: The participant decides to withdraw from the Study Abroad or internship application on (or before) 14 days before a programs published start date." The session 3 that I withdrew from had a start date of July 11, 2022. I formally withdrew from the program and got confirmation from my CIEE study abroad advisor via email on May 23rd. So since there was more than ************************************************************************ a timely manner. After multiple email interactions with my study abroad advisor and the Student Billing team I have received no information on when I will be receiving my refund that should be $3,675. It is now July 28th and I have never once received a response from the student billing team (I have reached out to them four times). CIEE is being unresponsive and unhelpful and I have now been waiting for my $3,675 refund for over three months.Business response
08/01/2022
Hi Maia,
I apologize that it has been 9 weeks since you withdrew from the program and you have not yet received your refund. The student billing team will process your refund this week.
Best,
*************************
Customer response
08/15/2022
[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,
*************************Initial Complaint
07/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
My son was registered for a trip to ***** through CIEE. A deposit in the amount of $1000 was made in December but the trip was cancelled due to Covid border restrictions. I received an email from CIEE on April 13, 2022 stating my deposit would be refunded. I have reached out to all of the contacts I have at CIEE. I am being ignored. Last I heard over 2 weeks ago was that the message would again be forwarded to the finance department but I am still being ignored and my $1000. Deposit still has not been refunded.Business response
08/01/2022
Hi *****,
We issued a refund on 5/18/22, to the original method of payment your checking account ending in ****. It cleared our bank on 5/23/22, so you should have seen the funds within a few business days after that.
Depending on the settings of your bank, the refund may have been displayed on your statement as coming from PayPal, without mention of CIEE.This is a setting on the banks end that we arent able to change.We have our settings with the online payment processor side set to include CIEE, **** on the transaction but it doesnt always show that way on the customer side. Sorry for any confusion this may have created!Please let us know if there was not a deposit to your checking account for the correct amount around 5/23/22.
Sincerely,
*************************
Customer response
08/01/2022
[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,
***************************
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