ComplaintsforTranquil Studio inc.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am currently enrolled in a court ordered course at this establishment. This is mainly an online course for high conflict parents going through divorce. The materials that are included in website links don't provide the necessary materials to complete the assignments. I have tried multiple times to communicate this with the instructor but she refuses to help or correct the problem. She insists it's somehow an issue with me "learning new technology or my internet connection". None of which are the problem.

  Business response

  12/20/2022

  [BBB Transcription via Email]

  From: ***** L ****** <*****@******************>
  Date: Mon, Dec 19, 2022 at 10:00 PM
  Subject: Tranquil Studio, Inc. Complaint ******** on 12/10/2022
  To: <*****************>
  
  
  Good afternoon, ******** ********,
  
   
  
  Regarding the 12/10/2022 complaint ********, please see Tranquil Studio's response below and attached exhibits. Due to the possibility of this report being posted publicly, confidential client information has been omitted.
  
   
  
  Response to Complaint
  
  Just to let you know, the Client, in mention, was court-ordered to participate in the Tranquil Parenting program provided by Tranquil Studio, Inc. in a collaborated effort with DHHS and Lenawee County Courts. DHHD verified the referral via a Lenawee County Caseworker in April 2022 and re-verified it on November 30, 2022. The Caseworker informed Tranquil Studio, Inc. of the Instructional Plan content necessary for the Client's program on 5/11/22. The Client did not agree or disagree with the plan. The Client began the course on 11/30/22. Tranquil Parenting is a self-enroll, asynchronous online course for parents in high-conflict situations seeking help to prevent cruelty to their children via parenting instruction. Although the course is self-paced for clients, an instructor is available for additional assignment responses during open hours if requested. In addition, the program provides many external resources so the parents can make their own informed choices instead of asking the courts to make decisions for them.
  
   
  
  Many parents who participate via court order report having many conflicts. Conflict management is the focus of Module 3. There has been no further conflict between the Client and Tranquil Studio, Inc. since 12/12/22. The complaint mentioned in this report to Better Business Bureau about Module 1 items were addressed in the assignments' directions, email responses, and  December 10, 2022, at 4:29 am alteration of the assignment for this Client before the Client reported Tranquil Studio, Inc. to the Better Business Bureau. The Canvas Learning Management system keeps details of logins and student access to materials within courses. The Client completed the assignment on 12/10/22, revised the assignment on 12/10/22, and the assignment was graded on the morning of 12/11/22.
  
  Exhibit A_What is Law
  The Client stated that the material did not provide laws. To ensure all students understand legal terminology, an additional quiz was added to Module 1. Students must now answer the vocabulary quiz identifying which terms are laws correctly before beginning the 1.8 ASSIGNMENT Child Laws and Regulations.
  
  Exhibit B_Communications with the Client
  The Client stated they read the material in the links and that only one resource provides law and then stated the links did not work. A high level of contact was made with the Client in this asynchronous course. The following correspondence is shown in the exhibit;
  
  1.      Reminders to complete assignments in sequential order by starting from the top of the course and working their way down to complete all assignments
  
  2.      Problem-solving connection issues
  
  3.      Providing how to use the course training materials
  
  4.      Testing the links, connecting with the Caseworker and other students to test the links on 12/09/22 at 2:00 pm
  
  5.      Confirmed a computer is required instead of a mobile device
  
  6.      Suggested the Client contact their Caseworker if they do not feel the course is the right fit
  
  7.      Offered for the Client to contact Tranquil Studio, Inc. if they needed additional assistance or additional training materials
  
  8.      Requirements and encouragement were also presented
  
  Exhibit C_Access Report
  The access report showed that the Client reviewed the material from the course in question. The Client's access to these two external pages from the course was on 12/3/22 at 11:15 and 11:18. No additional attempts were made within the Canvas LMS even after the instructor suggested the Client start from the top and review the material again in sequential order with the requirements of using a computer.
  
  Exhibit D_Screenshots
  Tranquil Studio, Inc. sent an email, including a video and transcripts on how to change Andriod's system settings, on 11/24/22 at 2:19 am. On 11/30/22 at 6:19 pm, the Client was informed they must use a computer with a camera. The Client was informed not to use a cell phone on 12/01/22 at 6:20 pm. The Client shared that on 12/03/22 at 10:59 am, they purchased a computer. According to the course access report, the two links were accessed on 12/3/22 at 11:15 am and 11:18 am. The access report does not show the Client's attempt to access the links directly from the course at 7:46 on 12/09/22. The screenshots were from an Android phone; hence the "Error Cleartext Not Permitted" and the shape of the screenshots.
  
  Exhibit E_Gradebook
  The Client completed this assignment with the alterations offered. It is intended that the Client learns where they can find legal information and how they can refer to laws they are using. As of 12/19/22, the Client has completed 29 assignments, with 11 to be completed. At the time of this complaint, the Client had 0 assignments completed with 40 assignments required.
  
   
  
  Exhibit F_1.8 ASSIGNMENT Child Laws and Regulations
  The Client was provided an alternative to using the links to complete the assignments on 12/10/22 at 4:29 am. The assignment was completed with alterations. This item was graded on the morning of 12/11/22.
  
  The Client's initial response on 12/10/22 was "(one confidential sentence omitted)."
  
  The Client's revised response with alterations was a law they identified with, "Referred  law - (confidential omitted) and the same (one confidential sentence omitted)."
  
   
  
  Exhibit G_Conditional Release Restrictions
  
  The conditional release was placed on all items in the course, allowing access to the material only after the previous material had been reviewed or completed.
  
  In summary, Tranquil Studio, Inc. believes good faith was present and did everything to help the Client as reasonably expected. The materials included in the course provide the necessary materials to complete the assignments. The instructor and Client communicated regularly. The instructor offered many options and alternatives for the Client. The instructor previewed access logs and checked with others in the course to ensure the state and federal links worked. The instructor provided technical suggestions and training materials to the Client. Also, to act in good faith, Tranquil Studio, Inc. follows the instructional plan created by the parent, Judge, and Caseworker. The Client must complete the assignments. If the Client could not complete tasks because they could not view the links, which halted them from completing the course, I am hopeful that this has been resolved. If the Client could not complete tasks because they do not believe the state and federal websites do not refer to any laws, which halted them from completing the course, I am hopeful that this has been resolved with the options provided. Since the last email on 12/12/22, the Client has completed many assignments with the materials needed to complete the program. The Tranquil Parenting instructor cheered the Client with statements such as "you got this" and explained how to continue and complete. The instructor regularly graded items, reviewed progress and provided feedback.
  
   
  
  Please take a look at the attached exhibits.
  
  Exhibits:
  
  A.    What is a Law? (Vocabulary Quiz)
  
  B.     Communications with the Client
  
  C.     Client Access Report
  
  D.    Screenshots
  
  E.     Gradebook
  
  F.      1.8 ASSIGNMENT Child Laws and Regulations
  
  G.    Conditional Release Restrictions
  
  H.    12/10/2022 complaint ********
  
   
  
  Thank you for your time in this matter.
  
   
  
  *****
  
  image.gif
  
  
  --
  
  ***** ** ******* *****
  Owner and Instructor
  Tranquil Parenting
  Creative Solutions
  ************
  www.TranquilParenting.com

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